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End-to-end steps for in-place upgrade of the suite

This topic explains the end-to-end tasks of a typical in-place (without staging server) upgrade of the BMC Remedy IT Service Management (ITSM) Suite in a server group. In this scenario, you perform the upgrade in the production environment. 

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suite inplace upgrade

In-place upgrade of the BMC Remedy ITSM Suite comprises the following stages:

Stage 1: Prepare and plan for the upgrade 

StepActionAdditional information
1. Review the planning information Different scenarios and requirements are described.
2. Understand the different installers you need to upgrade different components For some components, you must run the same installer multiple times.
3. Review the system requirements

Review the compatibilty matrix, and the software and hardware requirements for upgrading.

Note

To access the product compatibility information on the Customer Support website, you must have a Support logon.

4. Download the installation files to upgrade

When viewing the latest version of a product on the Electronic Product Download (EPD) site, you see only the components (including licensed add-ons) that are covered under the licenses associated with your Support ID or EPD profile.

Ensure that you download the latest service pack and patch.

5. Obtain the BMC Remedy license keys

Only the BMC Remedy AR System server licenses require keys. Depending on the components that you use, you might need several licenses to activate an application.

Note

You must activate the licenses before installing the applications.

6. Complete the planning spreadsheet for an upgrade

Before you start installing or upgrading the products, you must gather information about the parameters that the installer requires for each product. The planning spreadsheet provided in this section helps you gather these parameter values. To avoid installation errors, refer to this spreadsheet when you run the installation.

7. Prepare your database for upgrade Review the recommendation to avoid a decline in BMC Remedy AR System server performance.
8. Prepare your base platform
9. Review the known and corrected issues Known and corrected issues are organized separately for platforms and applications.
10. Perform the preupgrade and configuration checks

Using the Configuration Check utility, perform:

  • Preupgrade checks—Before you upgrade any or all of the components of BMC Remedy ITSM Suite environment.
  • General configuration checks on your system—Before you install any components in the BMC Remedy ITSM Suite environment.

BMC recommends that you perform checks for all the components you want to upgrade before you proceed to the next stage.

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Stage 2: Restrict changes on the primary server

StepActionAdditional information
1. Strictly adhere to the listed restrictions on the primary server Do not perform the described activities in your production server until the upgrade is completed successfully.

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Stage 3: Freeze user activity   

StepActionAdditional information
1. Perform the pre-cutover activities

You must freeze user activity during the cutover stage.

You must perform certain pre-cutover tasks before you complete the actual cutover activities and put the production URL in maintenance mode.

2. Perform the cutover activities At this stage, the actual down time begins.

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Stage 4: Back up the database in the production environment and complete the source server adjustments 

StepActionAdditional information
1.Back up the database
2. Complete the server configuration adjustments

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Stage 5: Upgrade BMC Remedy platform components on the staging server 

 Install the platform components in the following sequence. (Click here to expand)

Upgrade BMC Remedy Mid Tier 

StepActionAdditional information
1. Perform the BMC Remedy Mid Tier upgrade

Use the BMC Remedy AR System installer.

Recommendation:

Do not install any other applications on the Mid Tier computer.

Upgrade BMC Remedy AR System server 

StepActionAdditional information

Preupgrade procedures

1.Take a snapshot of the production server using Developer Studio Snapshot.Developer Studio Snapshot is not an official utility. You can download it from BMC Communities. See https://communities.bmc.com/docs/DOC-17012.
2.

Optionally,

review the preupgrade checks and configuration checks.
 

You can use the Configuration Check utility to perform the following checks:

  • Preupgrade checks—Before you upgrade any or all of the components in the BMC Remedy IT Service Management (ITSM) Suite environment
  • General configuration checks on your system—Before you install any components in the BMC Remedy ITSM Suite environment.

BMC recommends that you perform this activity as part of the Preparing stage.

3. Recommendations for upgrading BMC Remedy AR System Review the recommendations before you proceed.
4. Ensure that you have enough transactional log space for an upgrade.

During the upgrade, the production dataset record data is copied from the BMC Atrium CMDB BMC.CORE:BMC_BaseElement form to a new AST:Attributes form. Ensure that you have enough transactional log space to accommodate the new form.

5. If you are upgrading from a version earlier than 7.6.03, prepare Full Text Search (FTS). Perform these activities only if you are upgrading from a version earlier than 7.6.03.
6. Prepare approval server for upgrade

These activities preserve customizations and ensure that definition files are updated successfully.

Perform the upgrade
1. Perform the BMC Remedy AR System Server upgrade

This action upgrades the BMC Remedy AR System server, Approval Server, Assignment Engine, Email Engine, and Flashboards. It also installs the AREA LDAP, ARDBC, Web Services, SNMP, and FTS plug-ins.

Postupgrade procedures
1. Validate the upgrade
  • Review the log files
  • Create a zip file of the logs by using the maintenance tool
  • Perform a health check
2. Adjust customizations BMC recommends that you adjust your customizations and assign the appropriate overlay type to the objects' granular sections before proceeding with the BMC Remedy AR System application upgrade.
3. If you are upgrading from BMC Remedy AR System 7.6.04 with view overlays present, perform the postupgrade steps
4. Compare objects after you upgrade with overlays already present

To check for differences between two sets of objects, use BMC Remedy Migrator. To examine the different objects to determine whether you will need to merge changes, use BMC Remedy Developer Studio.

For a list of all of the overlay objects that were modified in the latest release, obtain the Snapshot utility (a Developer Studio plug-in). This unsupported utility is available on the BMC Developer Network.

5. Disable ServletExec after the upgrade (Windows or UNIX) If you are upgrading and you do not want to use the ServletExec application server, perform the steps described in this section to disable it.
6. Perform the Approval Server postupgrade steps If you upgraded BMC Remedy Approval Server after backing up your data and customizations, perform the steps described in this section.
7. Perform the Developer Studio postupgrade procedures Ensure that the correct plug-ins are in the Developer Studio folder.
8. Enable LDAP plug-ins for SSL connections after the upgrade To enable LDAP plug-ins for SSL connections in configured networks after an upgrade, you must add an LDAP certificate to the certificate database for SSL communication.
9. Perform the IPv6 postupgrade steps

You must update Java paths and configuration after upgrading and changing from IPv4 to IPv6.

Upgrade BMC Remedy Encryption Security 

StepActionAdditional information
1. Perform the BMC Remedy Encryption Security upgrade

Upgrade BMC Atrium CMDB 

StepActionAdditional information
Preupgrade procedures
1.

Optionally,

perform preupgrade checks and configuration checks

You can use the Configuration Check utility to perform the following checks:

  • Preupgrade checks—Before you upgrade any or all of the components in the BMC Remedy IT Service Management (ITSM) Suite environment.
  • General configuration checks on your system—Before you install any components in the BMC Remedy ITSM Suite environment.

BMC recommends that you perform this activity as part of the Preparing stage.

2. Prepare your operating system and your server before you upgrade BMC Atrium Core All BMC Atrium Core versions have steps in common. You must comment out the entries in the armonitor and ar configuration files. Also, perform a complete health check of the AR System server and BMC Atrium CMDB.
3. Prepare the AR System server before you upgrade BMC Atrium Core and other BMC applications The BMC Atrium Core installer prompts you to enter information about the AR System server. The steps in this topic will help you prepare your system to install the BMC Atrium Core features on the AR System server.
4. Perform procedures to improve the upgrade performance of BMC Atrium Core After you upgrade the AR System server, perform these procedures to reduce the time required run the installer for an upgrade.
Perform the upgrade
1. Perform the BMC Atrium Core upgrade

This procedure installs BMC Atrium CMDB, Reconciliation Engine, and Normalization Engine.

You cannot install BMC Atrium CMDB on a remote AR System server; you must perform the installation on the computer on which BMC Remedy AR System is installed.

Postupgrade procedures
1. Validate the upgrade
  • Review the log files
  • Create a zip file of the logs using the maintenance tool
  • Perform a health check
2. Review the upgrade log files The installer writes status messages to a log file, giving a detailed account of all changes made to your data model during the upgrade. If the upgrade fails and you must run the installer again, the installer resumes after the last operation it completed, rather than repeating operations that have already been completed.
3. Identify duplicate records The upgrade of BMC Atrium CMDB can result in duplicate records of the same virtual system. To identify those duplicate records, the upgrade installer launches a postupgrade utility called vzUtil.
4. Enable entries in the armonitor and ar configuration files Enable the entries that you commented out before the upgrade.
5. Delete obsolete directories after upgrade

When you upgrade from version 7.5 or later, you must choose a new installation directory for the upgrade that is not below the BMC_AR_SYSTEM_HOME directory. 

The old installation directory is now obsolete and should be deleted to avoid confusion. 

6. Clean up normalized CI relationships The datamig utility cleans up the configuration items (CIs) in the staging datasets for which relationship names are normalized following the old best-practice relationship rules, and impact relationships are generated following the old best-practice impact normalization rules.

Upgrade BMC Atrium Core Web Services 

StepActionAdditional information
1. Perform BMC Atrium Core Web Services upgrade
  • If you have installed the earlier version of BMC Atrium Core Web Services on a separate computer, upgrade BMC Atrium Core Web Services on that computer after you have upgraded BMC Atrium CMDB on the primary stack.
  • If you have installed the earlier version of BMC Atrium Core Web Services on the same computer on which you have installed BMC Atrium CMDB, BMC Atrium Core Web Services is upgraded when you upgrade BMC Atrium CMDB.

Upgrade BMC Atrium Integrator 

StepActionAdditional information
1. Perform the Atrium Integrator server upgrade

To upgrade from 8.0 to 8.1: Before running the Atrium Integrator server installation program, set Max Attach Size in the AR System Server Information window to 0 MB or 100 MB. If Max Attach Size is set to a value other than 0 MB or 100 MB, the Atrium Integrator server installation does not complete.

To upgrade from 7.6.04 to 8.1: When you upgrade Atrium Integrator 7.6.04 to 8.1, a backup of your old jobs and transformations is created and saved to the ARSystem directory. The upgrade then proceeds like a fresh installation. The backup might complete or fail at times, depending on which you may need to perform additional tasks in case of failure.

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Stage 6: Upgrade the BMC Remedy ITSM applications 

 Install the BMC Remedy ITSM applications in the following sequence. (Click here to expand)

Upgrade BMC Remedy ITSM component 

StepActionAdditional information
Pre-upgrade procedures
1. (Optional) Understand mixed version upgrades You can selectively upgrade BMC Remedy ITSM suite applications.
2.

Review this section if you are

upgrading from BMC Remedy ITSM 6.0.00 or earlier applications

Upgrading a BMC Remedy ITSM 6.0.00 or earlier application directly to BMC Remedy ITSM 7.5.00 or later is not supported.

3.

Review this section if you are

upgrading BMC Remedy ITSM 7.0.03 patch 009 or later applications to BMC Remedy ITSM Suite 8.1

4. Understand data changes that will happen if you are upgrading from BMC Remedy ITSM 7.0.03 patch 009 to BMC Remedy ITSM 8.1

This section provides information about the forms into which new or modified data and the ARX files are loaded.

For BMC Remedy ITSM 7.6.04 and later, the ARX files have been consolidated to improve installer performance.

5. Review the upgrade recommendations This section contains recommendations and steps that you must perform before upgrading.
6. Preserve your customized join forms and related views

As of BMC Remedy ITSM Suite 7.6.04, the field deletion driver scripts have been changed, and fields are now deleted using the Cascade option. This option not only deletes referenced fields, but it also deletes all associated fields in all join forms.

7. If you are upgrading from a pre-7.6.03 release, preserve your customizations to Classic views 

8.

Optionally,

perform preupgrade checks and configuration checks

You can use the Configuration Check utility to perform the following checks:

  • Preupgrade checks—Before you upgrade any or all of the components in the BMC Remedy IT Service Management (ITSM) Suite environment.
  • General configuration checks on your system—Before you install any components in the BMC Remedy ITSM Suite environment.

BMC recommends that you perform this activity as part of the Preparing stage.

Perform the upgrade
1. Perform the BMC Remedy ITSM application upgrade

This procedure upgrades BMC Service Desk and includes BMC Incident Management, BMC Problem Management, BMC Asset Management, BMC Change Management, and BMC Knowledge Management.

Post upgrade procedures
1. Validate the upgrade
  • Review the log files
  • Create a zip file of the logs by using the maintenance tool
  • Perform a health check

Upgrade Service Request Management 

StepActionAdditional information
Preupgrade procedures
1. Review the preupgrade checks and configuration checks

You can use the Configuration Check utility to perform the following checks:

  • Preupgrade checks—Before you upgrade any or all of the components in the BMC Remedy IT Service Management (ITSM) Suite environment.
  • General configuration checks on your system—Before you install any components in the BMC Remedy ITSM Suite environment.
2. Prepare to upgrade BMC Service Request Management
3. Import sample data when upgrading If you change the data set before installing or upgrading, you do not need to import the data manually.
Perform the upgrade
1. Perform the BMC Service Request Management upgrade When you start the installer, you can choose one or more features to upgrade at one time. Because certain applications depend on a specific set of features, you might need to run the installer multiple times to upgrade all of the features in BMC Service Request Management.
2. Update the multitenancy model

The update to the multitenancy model is not supported if BMC Service Request Management is installed by itself as a stand-alone product or if BMC Service Request Management is installed on a mixed-version stack. 

3. Upgrade the Product Ordering PDT After you upgrade from BMC Service Request Management 8.0.00 or 8.1.00 to version 8.1.01 or later, you can decide whether to configure your Product Ordering service request definitions (SRDs) to use the new Product Ordering process definition template (PDT).
4. Upgrade Data Visualization modules If you are upgrading from BMC Service Request Management 2.2.00 to BMC Service Request Management 8.1.00, you must also upgrade the Data Visualization modules used in the Request Entry Console and Visual Process views.
Postupgrade procedures
1. Validate the upgrade
  • Review the log files
  • Create a zip file of the logs by using the maintenance tool
  • Perform a health check
2. Reconcile custom AIF workflows

When upgrading from BMC Service Request Management 7.6.04 to 8.1.00, you must reconcile the custom advanced interface form (AIF) workflows. If you do not reconcile the AIF workflows, the following features will not work:

  • Product Ordering
  • Add to Cart
  • Save as Draft
  • Request Again
3. Export and import data between different versions of the application

Importing data from BMC Service Request Management versions earlier than 7.6.03 directly into BMC Service Request Management 8.1.00 and later is not supported.

To export BMC Service Request Management data from versions earlier than 7.6.03, you must first upgrade the application to BMC Service Request Management 7.6.03 (or later). You can then export the data from that system and import it to a BMC Service Request Management 8.1.00 system.

4. Perform the postupgrade steps for BMC Service Request Management upgrade on a stack other than 8.1 This topic applies when the foundation and BMC Remedy ITSM are upgraded after BMC Service Request Management 8.1 is upgraded or installed. In mixed mode, with BMC Remedy AR System, BMC Atrium Core, and BMC Service Request Management at version 8.1 and the BMC Remedy IT Service Management (foundation) is at 7.6.04 SP2. The field Form Type = "Staging Form" is added only after BMC Remedy ITSM 8.1 is installed.
5. Configure CAI integration after upgrading BMC Service Request Management from version 7.6.04 If you upgrade BMC Service Request Management from version 7.6.04, you must ensure that the server name is correctly identified in the Server field on the Connection tab in the CAI application registry form, so that integrations with BMC Remedy IT Service Management applications work correctly.

Upgrade BMC Service Level Management 

StepActionAdditional information
Preupgrade procedures
1.

Optionally,

review the preupgrade checks and configuration checks


You can use the Configuration Check utility to perform the following checks:

  • Preupgrade checks—Before you upgrade any or all of the components in the BMC Remedy IT Service Management (ITSM) Suite environment.
  • General configuration checks on your system—Before you install any components in the BMC Remedy ITSM Suite environment.

BMC recommends that you perform this activity as part of the Preparing stage.

2. Review the upgrade recommendations for BMC Service Level Management
3.

If you are using DB2,

review the preupgrade DB2 recommendations for BMC Service Level Management
If you are using a version of BMC Service Level Management (BMC SLM) earlier than version 7.6.04 and you want to upgrade to version 8.1, then you must upgrade your BMC SLM DB2 database by running the IBM DB2 database script.
Perform the upgrade
1. Perform BMC Service Level Management upgrade The BMC Service Level Management installer enables you to deploy BMC Service Level Management Primary Server in your IT environment.
2. Perform BMC Service Level Management Collector upgrade The Collector is an optional component and can be omitted if you do not need to create performance or SIM-based service targets.
3. Perform BMC Service Level Management Collection Point upgrade
4. Update the multitenancy model
Postupgrade procedures
1. Validate the upgrade
  • Review the log files
  • Create a zip file of the logs using the maintenance tool
  • Perform a health check
2. Postupgrade procedures for BMC Service Level Management

Upgrade BMC Process Designer 

StepActionAdditional information
1. Upgrading to BMC Remedy ITSM Process Designer 8.3.04 You can upgrade to BMC Remedy ITSM Process Designer 8.3.04 from any version that is 7.6.04 SP2 or later.

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Stage 7: Perform the post-upgrade steps 

StepActionAdditional information
1. Reconcile customizations When you upgrade applications or system components, some objects that you have overlaid might be deleted, which means that your overlay is deleted, as well. Similarly, some of your customizations might interfere with the upgraded behavior. You must reconcile these customizations before using the application.
2. Rebuild join forms that were deleted before an upgrade
3. Identify and correct invalid field mappings in join forms When you upgrade the BMC Remedy ITSM suite, if the installer detects invalid field mappings, you can refer to the CIDataMig.log file to identify the forms and fields that require correction.
4. Rebuild customizations before deleting BMC Remedy ITSM suite attributes from the BMC Atrium CMDB
5. Rerun the Prefix Manager in Hub and Spoke environments If your system is configured for a Hub and Spoke capability, after you perform an upgrade to your BMC Remedy ITSM suite on the Hub and Spoke servers, you must rerun the Prefix Manager as described in the procedure.
6. Update BMC Remedy Knowledge Management for popular articles

BMC Remedy Knowledge Management version 8.0 and later includes an integration with BMC Service Request Management that displays the most popular articles in the Request Entry console.

By default, popularity is calculated only for articles created in versions 8.0 and later. To include pre-8.0 articles in popularity calculations, run two escalations as explained in the procedure.

7.Perform the database backup
8.

Perform feature and functionality validation and performance testing

9.

Restore the backed-up, upgraded staging server database after  testing is complete

10.

Perform any required changes based on issues found in testing

11.Back up the postconfiguration staging server database. You might need a stable point to revert to, if delta data migration has issues.

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Stage 8: Upgrade the secondary servers 

StepActionAdditional information
1.Upgrade the secondary servers by following the steps listed in Stage 5 and Stage 6.

Consider the following:

  • You must add and modify the entries in the AR System Server group ranking form. 
  • You must decide whether you want to use new hardware or existing hardware for secondary servers.

Note:

On the secondary servers, if you are upgrading BMC Remedy ITSM to version 8.1 Service Pack 1, and if you see the following installer screen, you can safely ignore the warning message displayed on the installer. Click Next to continue with the upgrade process. The installer does not perform any database operations in the background. CI attributes are not deleted.

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Stage 9: Go live 

StepActionAdditional information
1. Perform the Go Live activities

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Related topics  

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