This documentation applies to the 8.1 version of Remedy ITSM Deployment, which is in "End of Version Support." You will not be able to leave comments.

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Resolving issues before performing the migration

Before performing the migration, resolve the following issues:

Application GUID conflict exists

The BMC Service Impact Manager or BMC ProactiveNet Performance Management applications have the same application Globally Unique Identifier (GUID). If these applications are installed on the same server, you must update the configuration XML file to prevent conflict.

To troubleshoot application GUID conflicts

  1. Go to the directory where BMC Remedy Migratior is installed: 
    <MigratorInstallDirectory>\DeltaDataMigration
  2. Open the configuration XML file.
  3. Perform one of the following actions:
    • If BMC ProactiveNet Performance Management is installed, comment out the SIM code lines.
    • If BMC Service Impact Manager is installed, comment out the BPPM code lines.
      For example, to comment out the BPPM code lines, insert <!- and -> tags as follows:

      <!--BPPM PACKAGE FOR VERSIONS SUPPORTED-->
      <!--
      <application name="BMC_PN: Service Management Data" dir=".\Packages\BPPM" file="BPPM_Package.xml" enabled="true" custom="false">
      <guid>OS-129D647E3DD74A26AAACFD3BA1358C94</guid>
      <package src-version="8.5.00" src-patch=""/>
      </application>
      -->

Cannot migrate BMC Service Impact Manager with BMC Atrium Core

BMC Service Impact Manager depends on BMC Atrium Core already being installed. You cannot migrate BMC Service Impact Manager and BMC Atrium Core at the same time.

To troubleshoot migration of BMC Service Impact Manager with BMC Atrium Core

If you have installed BMC Service Impact Manager, perform the delta data migration for BMC Atrium Core before you run the Delta Data Migration Tool for BMC Service Impact Manager.

Cannot detect the integration for a BMC Remedy Service Desk 7.1 installation on the production server

Note

This issue applies only if you have installed version 7.1 of Integration for BMC Remedy Service Desk on your production server.

Integration for BMC Remedy Service Desk 7.1 is not registered in the SHARE:Application_Properties form, so the Delta Data Migration tool cannot detect the integration for BMC Remedy Service Desk 7.1 installation on the production server.

To troubleshoot integration of BMC Remedy Service Desk 7.1 installation on the production server

  1. Create an entry for Integration for BMC Remedy Service Desk 7.1 in the SHARE:Application_Properties form.
  2. Import the SW00388960_fix.arx file from the <MigratorInstallDirectory>\DeltaDataMigration\Utilities\pre_DDM folder.

Data did not migrate due to changes in selection field values in an upgrade for CTM:CFG-ApplicationPreferences form data

Some data did not migrate due to changes in selection field values in an upgrade for CTM:CFG-ApplicationPreferences form data.

The CTM_CFG_ApplicationPreferences form has Reopen_ fields (one for each application: BMC Remedy Incident, BMC Remedy Change, and so on). The Reopen_ field had a No Action value in versions 7.6.03 and earlier. This value was removed from version 7.6.04 and later, as part of an upgrade.

If you are upgrading to 7.6.04 or later, to map the selection value, run the following UPDATE SQL statement on the production system before you begin the DDM:

ctm_app_pref_update.sql

Note

If you are upgrading from BMC Remedy IT Service Management 7.6.04 or later, you do not need to run this statement.

Use the SQL statements in the <MigratorInstallDirectory>\DeltaDataMigration\Utilities\pre_DDM folder to execute on the production system (the UPDATE SQL statement is the same as the one used in the upgrade) to update the delta records that have the issue. During an upgrade, the installer updates other records by calling the UPDATE SQL statement through a filter. 

The SELECT SQL statement will give you the number of records to update. 

The UPDATE SQL statement will fix the mapping. 

Work with your database administrator to execute these ANSI SQL scripts on the database.

Note

These issues do not result in loss of functionality. The fixes are required to ensure that the DDM does not produce errors.

To troubleshoot data migration due to changes in selection field values

Apply the SQL fixes as directed in the <MigratorInstallDirectory>\DeltaDataMigration\Utilities\pre_DDM\Readme_for_Ctm_App_Pref_Sql_Fix.txt file.

Cannot migrate data from certain forms

Some data will not be migrated on the following forms.

Note

These issues do not result in loss of functionality. The fixes are required to ensure that DDM does not produce errors.

  • TMS:Task — The Seconds_before_Time_Out hidden field is designed to accept values between 0 and 2147483647. Occasionally, this field can be set inappropriately to negative values through a workflow. When BMC Remedy Migrator uses the BMC Remedy AR System API to conduct its activities, the field definition violations are not allowed. This issue results in errors and data not being migrated.
  • TMS:Summary — The Task or Task Group Status field accepts values between 1000 and 7000. Occasionally, this field can be set inappropriately to values of 0 and 1 through a workflow. When BMC Remedy Migrator uses the BMC Remedy AR System API to conduct its activities, the field definition violations are not allowed. This issue results in errors and data not being migrated.
  • CTM:People — The Open Tasks field is designed to accept values between 0 and 2147483647. Occasionally, this field can be set inappropriately to negative values through a workflow. When BMC Remedy Migrator uses the BMC Remedy AR System API to conduct its activities, the field definition violations are not allowed. This issue results in errors and data not being migrated.

To troubleshoot problems with migrating data from certain forms

Work with your database administrator to execute the following ANSI SQL scripts on the database:

  1. From <MigratorInstallDirectory>\DeltaDataMigration\Utilities\pre_DDMfolder, extract the tms_select.sql and tms_update.sql scripts.
  2. Execute the tms_select.sql script.
  3. If records are reported or found, execute the tms_update.sql script to correct the data.

Note

If you are running on a DB2 database, replace the corresponding T table names in the form names in tms_update.sql script.

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