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 Service Request Management

The BMC Service Request Management 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 

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:

  • Components in the BMC Remedy 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 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:

  • 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.

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 spreadsheetBefore 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

StepActionAdditional information
1.Pre-upgrade procedures for BMC Service Request ManagementComplete 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 

StepActionAdditional information
1.Upgrade BMC Service Request ManagementApply 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 PDTAfter 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 helpYou need to perform a fresh installation of the online help

Stage 4: Complete the post-upgrade procedures 

StepActionAdditional information
1.Complete the BMC Service Request Management upgradePerform 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 workflowsWhen 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 8.1If 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 7.6.04If 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.

Related topics

To know about...Refer to...
Release notes and notices
Troubleshooting the installation

Configuring BMC Service Request  in BMC Service Request Management documentation.

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