This documentation supports the 9.0 version of BMC Remedy ITSM Deployment.

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

End-to-end steps for performing zero downtime upgrade

The following diagram illustrates the end to end steps for performing zero downtime upgrade. 

Note

With this release, zero downtime upgrade is supported only if you are upgrading from version 7.6.04 SP2 or 8.1 SP2 and, only for Windows server and Microsoft SQL.  

Navigation tip

Click the steps in the image to go to the detailed steps in the end-to-end process.

End-to-end steps for zero downtime upgrade

Preparing for the upgrade 

NoStepDescription

1

Infrastructure for upgrade

When performing the upgrade you will need:

  • Upgrade development server
  • Upgrade QA server

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2 

System requirements

Review the software and hardware requirements.

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3 Downloading 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.

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4 Obtaining 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.

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5

Preparing your database

Review the recommendation to avoid a decline in BMC Remedy AR System server performance.

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6

Preparing the base platform

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7

Completing the planning spreadsheet

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 to gather these parameter values. To avoid installation errors, refer to this spreadsheet when you run the installation.

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8 Understand the different installers you need to upgrade different components

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9 Review the known and corrected issues

Known and corrected issues are organized separately for the platform and application components.

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Performing the upgrade

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1

Prepare the BMC Remedy Mid tier for zero downtime upgrade

You must preload the BMC Remedy Mid tier and update the cache settings.

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2

Set up the upgrade development server

The upgrade development server must have the same installations as on the current production server (including patches and hotfixes) and customization.

After you set up the upgrade development server, you must take the backup of the database and the FTS collection folder.

Before you take the backup, you must shut down the server.

You will need this backup to revert to a stable point incase you want to revert your installation.

Tip

To avoid the server rename activity, you can keep the server name same as the production server. Keep the same name on the upgrade development, QA, and staging production server.

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3

Set up the upgrade QA server

The upgrade QA server, must have the same installations as on the current production server (including patches and hotfixes) and customization.

After you set up the upgrade QA server, you must take the backup of the database and the FTS collection folder.

Before you take the backup, you must shut down the server.

You will need this backup to revert to a stable point incase you want to revert your installation.

Tip

To avoid the server rename activity, you can keep the server name same as the production server. Keep the same name on the upgrade development, QA, and staging production server.

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4

Freeze admin changes

Do not perform the described activities on your production server until the upgrade is completed successfully.

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5

Perform the preupgrade and configuration checks

Using the BMC Remedy Configuration Check utility, perform the following checks:

  • Preupgrade checks—Before you upgrade any or all of the components of the 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 components you want to upgrade before you proceed to the next stage.

Note

Here the check for the required AR System version will fail which you can ignore.

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6

Take a snapshot

As a part of the upgrade process, you must take a snapshot of your current server before upgrading it so that you can compare it later with the upgraded server for reconciliation.

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7

Upgrade the platform to version 9.0.xx

Upgrade the platform components in the following sequence:

Note

BMC Atrium Core must be upgraded after you have upgraded the BMC Remedy AR System. Java based BMC Remedy AR server requires java based BMC Atrium CMDB, it cannot load previous BMC Atrium CMDB native dll.

  1. BMC Remedy AR System
    1. BMC Remedy Mid Tier
    2. BMC Remedy AR System server
    3. BMC Remedy Encryption Security
    4. BMC Remedy Smart Reporting (fresh installation)
  2. BMC Remedy Single Sign On (fresh installation)
  3. BMC Atrium Core
    1. BMC Atrium CMDB
    2. BMC Atrium Core Web services
    3. BMC Atrium Integrator

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8

Convert customizations to granular overlays

When you upgrade from BMC Remedy AR System 7.6.04, the view overlays that you created in version 7.6.04 are available after the upgrade. Before you start using the view overlay with the upgraded AR System server, ensure that:

  • Only the fields with customizations are included in the view overlay
  • Fields that do not have customizations are not included in the view overlay
  • You remove unneeded granular overlays.

You can use the existing customizations after upgrade. Fields without customizations inherit updates to the base properties when you apply a hot-fix or upgrade the AR System server in the future.

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Tip

While you reconcile customization (9D), perform unit testing (10D), and create the Dev-to-Prod package (11D) on the Development server, you can upgrade the QA server simultaneously (9Q-11Q).

9D

Reconcile AR system customizations

BMC recommends that you reconcile the customizations in the following order:

  1. Regular forms
  2. View forms
  3. Display-only forms
  4. Join forms
  5. Archive forms
  6. Audit forms
  7. Fields
  8. Other items

Note

You can use the staging server as a reference server when performing the reconciliation.  

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10D

Complete the unit testing

You must perform unit testing and fix all the issues found during the unit testing.

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11D

Create a deployment package to migrate changes to the upgrade QA server

You can create a deployment package to migrate the changes using the BMC Deployment Application.

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9Q

Perform the preupgrade and configuration checks

Using the BMC Remedy Configuration Check utility, perform the following checks:

  • Preupgrade checks—Before you upgrade any or all of the components of the 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 components you want to upgrade before you proceed to the next stage.

Note

Here the check for the required AR System version will fail which you can ignore.

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10 Q 

Upgrade the platform version 9.0.xx

Upgrade the platform components in the following sequence:

Note

BMC Atrium Core must be upgraded after you have upgraded the BMC Remedy AR System. Java based BMC Remedy AR server requires java based BMC Atrium CMDB, it cannot load previous BMC Atrium CMDB native dll.

  1. BMC Remedy AR System
    1. BMC Remedy Mid Tier
    2. BMC Remedy AR System server
    3. BMC Remedy Encryption Security
    4. BMC Remedy Smart Reporting (fresh installation)
  2. BMC Remedy Single Sign-on (fresh installation)
  3. BMC Atrium Core
    1. BMC Atrium CMDB
    2. BMC Atrium Core Web services
    3. BMC Atrium Integrator

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11 Q 

Convert customizations to granular overlays
 

When you upgrade from BMC Remedy AR System 7.6.04, the view overlays that you created in version 7.6.04 are available after the upgrade. Before you start using the view overlay with the upgraded AR System server, ensure that:

  • Only the fields with customizations are included in the view overlay
  • Fields that do not have customizations are not included in the view overlay
  • You remove unneeded granular overlays.

You can use the existing customizations after upgrade. Fields without customizations inherit updates to the base properties when you apply a hot-fix or upgrade the AR System server in the future.

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12

Take QA_DB_Backup_Pre_D2P

You need this back up for QA testing.

You must take the backup of the database and the FTS collection folder.

Before you take the back up, you must shut down the AR System server.

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13

Migrate customizations from the upgrade development server

You can create migrate the changes using the BMC Deployment Application. Use the deployment package you created on the upgrade development server.

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Note

Step 14 to Step 18 are iterative and you must perform them till you get a clean package. 

14

Perform QA testing

All the issues you find in the QA testing must be fixed on the upgrade development server.

As part of QA testing you must perform all the types of testing including integration and sanity tests.

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15

Fix QA issues

All the fixes you make must be included in the new deployment package.

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16

Create a deployment package to migrate changes to the upgrade QA server

You can create a deployment package to migrate the changes using the BMC Deployment Application.

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17

Migrate customizations from the dev server

At this step you must:

  1. Restore QA_DB_Backup_Pre_D2P.
  2. Migrate the deployment package.
  3. Perform the QA testing again.

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18

Create a QA certified deployment package to migrate changes to the upgrade QA server

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19

Take QA_DB_Backup_Post_D2P

You need this backup after performing sanity test, and practicing DDM on the QA server.

You must take the backup of the database and the FTS collection folder.

Before you take the back up, you must shut down the AR System server.

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20

Perform user acceptance testing (UAT)

 Validate the upgrade on the QA server with user acceptance testing (UAT).

As part of UAT, if you find any issues, follow Step 17 to Step 21 are iteratively till you get a clean package. 

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21

Complete the configuration changes for zero downtime upgrade

There certain configuration changes you must perform for the primary server and non primary servers before you proceed with the upgrade.

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22

Perform the preupgrade and configuration checks

Using the BMC Remedy Configuration Check utility, perform the following checks:

  • Preupgrade checks—Before you upgrade any or all of the components of the 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 components you want to upgrade before you proceed to the next stage.

Note

Here the check for the required AR System version will fail which you can ignore.

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23

Upgrade the platform

Install the platform components in the following sequence

Note

BMC Atrium Core must be upgraded after you have upgraded the BMC Remedy AR System. Java based BMC Remedy AR server requires java based BMC Atrium CMDB, it cannot load previous BMC Atrium CMDB native dll.

  1. BMC Remedy AR System
    1. BMC Remedy Mid Tier
    2. BMC Remedy AR System server
    3. BMC Remedy Encryption Security
    4. BMC Remedy Smart Reporting (fresh installation)
  2. BMC Remedy Single Sign-on (fresh installation)
  3. BMC Atrium Core
    1. BMC Atrium CMDB
    2. BMC Atrium Core Web services
    3. BMC Atrium Integrator

Also, you must ensure that no traffic is diverted towards the server that is being upgraded. You can achieve this by either configuring the load balancer or changing the port.

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24

Convert customizations to granular overlays

When you upgrade from BMC Remedy AR System 7.6.04, the view overlays that you created in version 7.6.04 are available after the upgrade. Before you start using the view overlay with the upgraded AR System server, ensure that:

  • Only the fields with customizations are included in the view overlay
  • Fields that do not have customizations are not included in the view overlay
  • You remove unneeded granular overlays.

You can use the existing customizations after upgrade. Fields without customizations inherit updates to the base properties when you apply a hot-fix or upgrade the AR System server in the future.

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25

Complete the post upgrade tasks

--

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26

Migrate customizations from the QA server

You can migrate the changes using the BMC Remedy Deployment Application. Use the QA certified deployment package you created on the upgrade QA server.

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27

Primary server go live

Complete the following tasks:

  • Perform sanity testing.
  • Revert the primary server specific global configuration changes you had done for the zero down time upgrade process.

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28

Upgrade the secondary server

Install the platform components in the following sequence

Note

BMC Atrium Core must be upgraded after you have upgraded the BMC Remedy AR System. Java based BMC Remedy AR server requires java based BMC Atrium CMDB, it cannot load previous BMC Atrium CMDB native dll.

  1. BMC Remedy AR System
    1. BMC Remedy Mid Tier
    2. BMC Remedy AR System server
    3. BMC Remedy Encryption Security
  2. BMC Atrium Core
    1. BMC Atrium CMDB
    2. BMC Atrium Core Web services
    3. BMC Atrium Integrator

Also, you must ensure that no traffic is diverted towards the server that is being upgraded. You can achieve this by either configuring the load balancer or changing the port.

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29

Secondary go live

  • Complete the sanity testing and bring the server back in the server group.
  • Revert the secondary server specific global configuration changes you had done for the zero down time upgrade process.

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30

Complete the zero downtime upgrade post upgrade tasks

Complete the following activities after you upgrade all the servers.
  1. Sycn the BMC Remedy Mid Tier cache
  2. Run the ardbutils_zdt.
  3. Clear the Disable FTS Indexer check box.
  4. If you are going to continue using the your existing version of BMC Remedy ITSM applications, apply the 9.0 compatibility hotfix For secondary server you need to deploy jar/dll only, there is no need to import definition files.

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Related topics

Platform installation and upgrade known and corrected issues

Troubleshooting

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