Upgrading BMC Service Request Management
The BMC Service Request Management upgrade comprises the following stages:
Also see the Related topics.
Stage 1: Prepare and plan for the upgrade
Typically, you will already have completed these preparation steps when you upgraded BMC Remedy Action Request (AR) System. However, before you upgrade BMC Service Request Management, you should verify that you have met these requirements.
|1.||Understand the installers you need to install different components in the BMC Remedy ITSM Suite|
Understand the following:
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 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. See Activate the application licenses.
|5.||Prepare your database for installation|
Before you upgrade, prepare your database correctly, as described in this section. Also review the recommendation to avoid a decline in the BMC Remedy AR System server performance. The following topics are provided:
|6.||Prepare the base platform|
Before you upgrade you need to prepare your base UNIX or Windows platform. Following topics are provided:
|7.||Perform the pre-upgrade checks and configuration checks|
Use the Configuration Check utility to perform the following types of checks:
BMC recommends that you perform checks for all the components you want to upgrade before you proceed to the next stage.
|8.||Download and complete the planning spreadsheet||Before you start installing or upgrading the products, you must gather information about the required parameters that the installer prompts for each product. The planning spreadsheet provided in this section helps you to 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
|1.||Pre-upgrade procedures for BMC Service Request Management||Complete the generic pre-upgrade procedures.|
|2.||Importing sample data when upgrading||Understand the ARX files that are imported into BMC Atrium CMDB forms.|
Stage 3: Perform the upgrade
|1.||Upgrade BMC Service Request Management||Apply the SRM (BMC:SR Mgmt Application) and Financial Management (BMC:Financial Mgmt Application) licenses to the AR System server before you start installation.|
|2.||Upgrade the Data Visualization modules||If you are upgrading BMC Service Request Management, you must also upgrade the Data Visualization modules used in the Request Entry Console and Visual Process views.|
|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.||Install the online help||You need to perform a fresh installation of the online help|
Stage 4: Complete the post-upgrade procedures
|1.||Complete the BMC Service Request Management upgrade||Perform the described tasks to complete the upgrade.|
|2.||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 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.
|3.||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.|
|4.||Perform post-upgrade steps for BMC Service Request Management upgrade on a stack other than 8.1||If you upgrade BMC Service Request Management 8.1 on a stack where the foundation is not at 8.1, following which the foundation is upgraded to 8.1, you must perform the discussed steps.|
|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 make sure that the server name is correctly identified in the Server field on the Connection tab in CAI application registry form, so that integrations with BMC Remedy IT Service Management applications work correctly.|
|To know about...||Refer to...|
|Release notes and notices|
|Troubleshooting the installation|
in BMC Service Request Management documentation.