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

Upgrading the platform

From 9.1.04 onward, you can perform zero-downtime upgrade of the platform components. If you wish to, you can still perform staged upgrade for the platform components. Whether zero-downtime (in-place) or staged upgrade, you must upgrade the platform components on all the servers of a server group and then upgrade the application components.  

You can upgrade the platform components (BMC Remedy AR System and BMC Atrium Core) separately from any applications on the system. You must upgrade the AR System server and the Atrium Configuration Management Database (CMDB) together, and they must be at the same version. You can perform zero-downtime upgrade for the platform components. 

In this section

Before you begin

PlanCreate an upgrade plan by reviewing the section Planning an upgrade. This document covers important upgrade decisions and considerations, such as system requirements, which upgrade method to use, and which components to upgrade.
PrepareComplete the tasks in the Preparing section, which will help you prepare for running the upgrade installers.

Platform upgrade process

Best practice

Document and resolve all installation problems before upgrading the next component.


  • While the upgrade is processing, you should not perform any Remedy AR System or Atrium CMDB administrative functions until the upgrade is complete for that system.
  • If you are using a currency format other than the default(default format is USD), you must run the currency utility before upgrading the platform and application components to 9.1.04 or later versions. Running the currency utility preserves the customization relevant to currency settings. Download the latest currency utility from BMC Communities. As a precaution, take a backup of the database before running the currency utility. The database backup might be required if a power outage or some technical issue interrupts the currency utility. 

    To run the currency utility manually, see Running currency utility before upgrading the platform components. 

OrderActionAdditional information
1Upgrade 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.

2Prepare 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 Open link 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 Open link .

To prepare a server group for upgrade, do one of the following actions:

3Upgrade 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.

OrderActionAdditional information   
1Perform the BMC Remedy AR System upgrade .

  • BMC Remedy AR System server
  • BMC Remedy Email Engine
  • BMC Remedy Approval Server
  • Assignment Engine
  • Flashboards
  • AR External Authentication (AREA) LDAP
  • AR System Database Connectivity (ARDBC) LDAP
  • Web Services
  • Simple Network Management Protocol (SNMP)
  • Full Text Search (FTS)

2Perform 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.

3Perform 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 ( 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.

4Perform the BMC Remedy Encryption Security upgrade.

Installing or upgrading a product on an encrypted BMC Remedy AR System server is not supported.

Best practice

We recommend that you install BMC Remedy Encryption Security after you have upgraded all other components.

Before upgrading BMC Remedy ITSM applications, you must deactivate the BMC Remedy Encryption Security. For instructions, see Temporarily deactivating BMC Remedy Encryption Security.

5Install the offline documentation.

(Optional) If you are bound by a firewall or do not have access to internet, install the latest offline Help content.

4Upgrade BMC Atrium Core on the primary server.

TaskActionAdditional 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.

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.

TaskActionAdditional information

Upgrade Atrium Integrator server 

Choose the upgrade procedure based on your upgrade path:

Perform the Atrium Integrator server upgrade


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.

5Reconcile AR customizations.

Reconcile once after you upgrade the platform on the primary server. See Adjusting customizations when upgrading.

6Upgrade 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.
7Verify platform upgrade status for the entire server group.
  1. From Mid Tier, select AR System Administration > AR System Administration Console > System > General > Server Information.
  2. 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.

Where to go from here

Next taskStart with Upgrading BMC Remedy AR System.
Up to process

When you have finished upgrading the platform, return to the appropriate upgrade process:

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