| Task | Action | Additional information |
|---|
| Development staging system or current development system |
| 1. | Set up the development staging system. | If you need to upgrade the environment, acquire the hardware or VM, set up the database management system, and replicate your current AR System server and database on the staging system. If you plan to utilize your current development environment and database, follow the steps for an in-place upgrade of the development system. For details, see the Remedy ITSM Suite in-place upgrade process. |
| 2. | Capture a snapshot of server application objects. | Create a snapshot of the application objects in your current production system. This snapshot will be used when you Reconcile AR customizations. |
| 3. | Upgrade the platform. | Upgrade the BMC Remedy AR System components and BMC Atrium Core on all of the servers in a server group.
Process overview | Order | Action | Additional information |
|---|
| 1 | Upgrade the Mid Tier. | BMC Remedy Mid Tier must be upgraded before the AR System server is upgraded. You can run Mid Tier 18.08 against the lower version of AR System Server and BMC Atrium Core CMDB. | | 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 each Secondary server. Complete the steps on one server before moving on to the next Secondary server. | | 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.
|
|
| 4. | 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. |
| 5. | 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.
- 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.
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 deployment packages to upgrade applications | Apply the BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management deployment packages to upgrade to the latest version. | | 9. | Apply the language deployment package | (Optional) Apply the language deployment packages to install application language packs. |
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. |
| 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. | Perform upgrade testing. | Perform functional validation and make any necessary fixes as recommended for the development system. |
| 8. | 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 staging system |
| 9. | Set up the QA staging system
| If you need to upgrade the environment, acquire the hardware or VM, set up the database management system, and replicate your current AR System server and database on the staging system. |
| 10. | Upgrade the platform. | Upgrade the BMC Remedy AR System components and BMC Atrium Core on all the servers of a server group. Process overview | Order | Action | Additional information |
|---|
| 1 | Upgrade the Mid Tier. | BMC Remedy Mid Tier must be upgraded before the AR System server is upgraded. You can run Mid Tier 18.08 against the lower version of AR System Server and BMC Atrium Core CMDB. | | 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 each Secondary server. Complete the steps on one server before moving on to the next Secondary server. | | 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.
|
If you plan to optionally test DDM on the QA staging system in step15, after you upgrade the BMC Remedy AR System server and upgrade the BMC Atrium CMDB, stop services in preparation for running the delta data migration as instructed in the upgrade procedures. |
| 11. | 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.
- 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.
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 deployment packages to upgrade applications | Apply the BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management deployment packages to upgrade to the latest version. | | 9. | Apply the language deployment package | (Optional) Apply the language deployment packages to install application language packs. |
|
| 12. | Import the reconciled customizations. | Import the packing list or package that you created in step 8. |
| 13. | Back up the QA staging database. | — |
| 14. | (Optional) Test the Delta Data Migration process. After testing the DDM process, restore the database backup taken in step 13. | If you want, test DDM to practice the steps for configuring and migrating the production data. Process overview | Task | Action | Additional information |
|---|
| 1. | Perform the data migration for the first time | Run the data migration for the first time immediately after your upgrade is complete. | | 2. | Review the migration results and resolve issues | After you complete the data migration, review the migration results for issues and resolve as required. You must re-run DDM for the same product selection and date range, if you encountered any errors in your DDM run. To successfully complete the data migration, you must rerun the DDM until no errors are generated for that date range. Do not proceed with the migration for the next date range until the previous date range data is successfully migrated without any errors. | | 3. | Deleting orphan records after delta data migration | If you first DDM run completed with errors on one or more of the following forms, you must search for and delete the orphaned records as explained in the procedure: - CFG:BroadcastHistory
- CTM:People Permission Groups
- CTM:SupportGroupFunctionalRole
- CTM:Support Group Association
- AST:Asset People
| | 4. | Perform the data migration until you go live | To keep up with the data differences, run DDM every day after the you upgrade on the staging server. On the day that you freeze for go live, run DDM every two to three hours prior to the outage so that the final DDM run can complete in less than an hour when the freeze starts. For a complete list of cutover activities, see Cutover activities for staged upgrade. | | 5. | Validate count of data after every DDM run | After every DDM run, use the utility on the source and destination servers for the specific data range to validate the counts. |
|
| 15. | 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. |
| 16. | 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.
|
| 17. | Resolve issues uncovered during testing. | Repeat the following process until all issues are resolved: - 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.
If product issues were found, apply fixes to the development environment and create a fix package for QA and production. Note: For a staged upgrade, create separate fix packages for data (.arx) fixes and nondata fixes. You will apply nondata fixes in step 25 and apply data fixes just before the final DDM run in step 32.
|
| 18. | Back up the QA database. | This backup contains all fixes and test data. Back to top |
| Production staging system |
| 19. | Set up the production staging system.
| If you need to upgrade the environment, acquire the hardware or VM, set up the database management system, and replicate your current AR System server and database on the staging system. |
| 20. | Apply restrictions after restoring the database on the upgrade server. | At this stage, you must freeze certain activities on your current production Remedy system.
|
| 21. | Upgrade the platform. | Upgrade the BMC Remedy AR System components and BMC Atrium Core on all the servers of a server group. Process overview | Order | Action | Additional information |
|---|
| 1 | Upgrade the Mid Tier. | BMC Remedy Mid Tier must be upgraded before the AR System server is upgraded. You can run Mid Tier 18.08 against the lower version of AR System Server and BMC Atrium Core CMDB. | | 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 each Secondary server. Complete the steps on one server before moving on to the next Secondary server. | | 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.
|
In preparation for running the delta data migration in step 26, after you upgrade the BMC Remedy AR System server and upgrade the BMC Atrium CMDB, stop services as instructed in the upgrade procedures. |
| 22. | 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.
- 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.
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 deployment packages to upgrade applications | Apply the BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management deployment packages to upgrade to the latest version. | | 9. | Apply the language deployment package | (Optional) Apply the language deployment packages to install application language packs. |
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| 23. | Import the reconciled customizations. | Import the packing list or package that you created in step 8 or that you might have re-created in step 15. |
| 24. | 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. |
| 25. | Apply nondata fixes to the system. | If product issues were found in QA, apply the nondata fixes to the production staging system. You will apply the data fixes during the delta data migration process, before the final run in step 36. |
| 26. | Back up the production staging database. | — |
| 27. | Perform upgrade testing. | Perform some basic sanity tests to ensure the system and applications are functioning. |
| 28. | Restore the production staging database after sanity testing. | — |
| 29. | Prepare and perform the delta data migration. | Run DDM daily to migrate the delta data from the current production system to the staging production system until you are ready to cutover and perform the final DDM in step 32. Process overview | Task | Action | Additional information |
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| 1. | Perform the data migration for the first time | Run the data migration for the first time immediately after your upgrade is complete. | | 2. | Review the migration results and resolve issues | After you complete the data migration, review the migration results for issues and resolve as required. You must re-run DDM for the same product selection and date range, if you encountered any errors in your DDM run. To successfully complete the data migration, you must rerun the DDM until no errors are generated for that date range. Do not proceed with the migration for the next date range until the previous date range data is successfully migrated without any errors. | | 3. | Deleting orphan records after delta data migration | If you first DDM run completed with errors on one or more of the following forms, you must search for and delete the orphaned records as explained in the procedure: - CFG:BroadcastHistory
- CTM:People Permission Groups
- CTM:SupportGroupFunctionalRole
- CTM:Support Group Association
- AST:Asset People
| | 4. | Perform the data migration until you go live | To keep up with the data differences, run DDM every day after the you upgrade on the staging server. On the day that you freeze for go live, run DDM every two to three hours prior to the outage so that the final DDM run can complete in less than an hour when the freeze starts. For a complete list of cutover activities, see Cutover activities for staged upgrade. | | 5. | Validate count of data after every DDM run | After every DDM run, use the utility on the source and destination servers for the specific data range to validate the counts. |
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| 30. | Back up the production staging database. | Back up the database before the FTS re-index and before the final DDM run. |
| 31. | Re-index Full Text Search (FTS). | For information, see
FTS tab configuration options
and
Re-indexing considerations
in the BMC Remedy Action Request System documentation. If the FTS re-index fails, restore the database and try again. |
| 32. | Perform the cutover, including the final delta data migration. | Schedule downtime and disable access to the system while you perform the following tasks: - If you have not already done so, upgrade secondary servers.
- Perform the applicable server configuration adjustments for the final run.
- Apply any data fixes (.arx files).
- Perform the final Delta Data Migration. (On the day that you freeze for go live, run DDM every two to three hours prior to the outage so that the final DDM run can complete in less than an hour when the freeze starts.)
Perform cutover activities, including the final Delta Data Migration. Perform the Delta Data Migration post-migration procedures.
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| 33. | Perform go-live activities. | After the final DDM run is complete, restore configuration setting to their original values. Back to top |
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