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.

To view the latest version, select the version from the Product version menu.

Upgrading BMC Remedy AR System

The BMC Remedy Action Request (AR) Sytem installer guides you step-by-step through the upgrade process. 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 need to run the installer multiple times to upgrade all of the features in the solution. For example, you first upgrade the AR System server on one computer and then run the installer a second time to upgrade the mid tier on a different computer.

The BMC Remedy AR System upgrade comprises the following stages:

Stage 1: Prepare and plan for the upgrade

Stage 2: Complete the pre-upgrade procedures

Stage 3: Perform the upgrade

Stage 4: Complete the post-upgrade procedures

Also see the Related topics.

Stage 1: Prepare and plan for the upgrade 

StepActionDescription
 1.Understand the installers you need to install different components in the BMC Remedy ITSM Suite

Understand the following:

  • Components in the BMC Remedy IT Service Management (ITSM) Suite
  • Installers you must run to install or upgrade a specific component
  • Location of a specific component in the BMC Remedy ITSM Suite environment

Note: For some components, you must run the same installer multiple times.

 2.Review the system requirements

Review the compatibility matrix, and the software and hardware requirements for installing BMC Remedy ITSM Suite components. The following topics are provided:

 3.Download the installation files

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.

 4.Obtain the BMC Remedy license keys

Only the 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. See Activate the application licenses.

 5.Prepare your database for installation

Before you upgrade, prepare your database as described in this section. Also, review the recommendation to avoid a decline in  BMC Remedy AR System server performance. The following topics are provided:

 6.Prepare the base platform

Before you upgrade, you must prepare your base UNIX or Windows platform. The following topics are provided:

 7.Perform the pre-upgrade checks and configuration checks

Use the BMC Remedy Configuration Check utility to perform the following types of checks:

  • Pre-upgrade checks before you upgrade any or all of the components of BMC Remedy ITSM Suite environment.
  • General configuration checks on your system, before installing any component in the BMC Remedy ITSM Suite environment.

Recommendation: Perform checks for all the components you want to upgrade before you proceed to the next stage.

 8.Download and complete the planning spreadsheetBefore you start installing or upgrading 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.

Stage 2: Complete the pre-upgrade procedures 

As part of pre-upgrade procedures you must complete the following tasks

StepActionAdditional information
1.Review the upgrading tipsNone
2.Ensure that you have enough transactional log space for an upgradeDuring 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.
3.Prepare approval server for upgradeThese activities preserve customizations and ensure that definition files are updated successfully.
4.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.
5.Take a snapshot using the snapshot utiltyDeveloper Studio Snapshot is not an official utility. You can download it BMC Communities. See the article BMC Remedy Developer Studio Unsupported Snapshot utility to determine what has changed after a hot fix, service pack or application upgrade to system on BMC Communities.

Stage 3: Perform the upgrade 

StepActionAdditional information  
1.Upgrade BMC Remedy Mid TierDo not install any other application on the computer where you have installed the BMC Remedy Mid Tier.
2.Upgrade BMC Remedy AR System 

The BMC Remedy AR System server installer installs the following features:

  • BMC Remedy AR System server
  • BMC Remedy Email Engine
  • BMC Remedy Approval Server
  • Assignment Engine
  • Flashboards

It also installs the following plug-ins:

  • AR External Authentication (AREA) LDAP
  • AR System Database Connectivity (ARDBC) LDAP
  • Web Services
  • Simple Network Management Protocol (SNMP)
  • Full Text Serach (FTS)
3.Upgrade BMC Remedy Encryption SecurityNone
4.Install the Help system.You must perform a fresh installation of the Help system.

Stage 4: Complete the post-upgrade procedures 

 StepActionAdditional information
 1.Validate the upgrade

To validate the upgrade, perform the following steps :

  • Review the log files.
  • Create a zip file of the logs by using the Maintenance tool.
  • Perform a health check by using the Maintenance tool.

See Working with logs.

 2.Adjust customizationsAdjust 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 post-upgrade stepsPerform the postupgrade steps before you start using the view overlay with the upgraded AR System server.
 4.Compare objects after you upgraded 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, follow the instructions in this section to disable it.
 6.Perform the Approval Server postupgrade stepsIf 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 post-upgrade proceduresEnsure that the correct plug-ins are in the DeveloperStudio directory.
 8.Enable LDAP plug-ins for SSL connections post-upgradeTo 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.

Related topics

To know about...Refer to...
Release notes and notices
Troubleshooting
Configuring

Configuring BMC Remedy AR System in BMC Remedy AR System documentation

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