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.

Issues that might arise during the CDMChecker pre-upgrade check

During the pre-upgrade check, CDMChecker detects discrepancies in the Common Data Model (CDM). You cannot upgrade BMC Atrium Core if CDMChecker detects customization in your CDM that did not follow the standard guidelines.

Identifying issues with CDMChecker

During upgrade, CDMChecker identifies the following issues:

Scenario

Condition when CDMChecker reports the errors

How to troubleshoot

How to proceed with the upgrade

Before an upgrade is initiated.
(Errors are displayed in the Pre-Checks for BMC Atrium Core panel.)

Classes are not in the Active state

Identify and delete classes that are not in Active state

To initiate the upgrade, in the installer, click Previous and then resume the upgrade.

Before an upgrade is initiated.
(Errors are displayed in the Pre-Checks for BMC Atrium Core panel.)

Attributes are not in the Active state

Identify and delete attributes that are not in Active state

To initiate the upgrade, in the installer, click Previous and then resume the upgrade.

Upgrade fails.
(Errors are displayed in the Installation Summary panel.)

Fields are missing from BMC Remedy AR System forms

Identify and delete missing fields from AR forms

After you fix the issue, uninstall the components that failed to upgrade, and then run the BMC Atrium Core installer again to initiate the upgrade.
Note: For BMC Atrium Web services, if upgrade fails, you must do a fresh installation.

Troubleshooting inactive classes and attributes

Typically, before an upgraded is initiated, CDMChecker identifies if certain classes or attributes are inactive, and if they are in Change Pending or Delete Pending state. Errors are displayed in the Pre-Checks for BMC Atrium Core panel. You must troubleshoot these issues and then proceed with the upgrade.

Note

If a class or an attribute is in the Change Pending state, investigate the cause. For more information about resolving issues related to Change Pending state, see  DOC-10629 on BMC Communities.
For more information about classes and attributes in Change Pending state, see knowledge article KA289957 . You can view published articles from the knowledge base by logging on with your Support credentials.

To identify and delete classes that are not in Active state

If some classes are in Change Pending or Delete Pending state, CDMChecker pre-upgrade check fails. In this case, open the OBJSTR:Class form to determine the states of the classes and either change them to Active state or delete the state of those classes.

  1. Open the the OBJSTR:Class form in search mode.
  2. Select View > Advanced Search Bar.
  3. In the Advanced Search Bar, type the following query:
    'Pending ID' != "0" OR 'System Status*' != "Active" OR 'OSStatus' != "Active" OR 'Record Status' != "Active" OR 'Status' != "Active" OR 'Session Status' != "Just Created"
    In the query results, identify the rows in which classes are not built or deleted properly. 
  4. Delete all entries that have a Delete Pending state.

To Identify and delete attributes that are not in Active state

If some attributes are in Change Pending or Delete Pending state, the CDMChecker pre-upgrade check fails (indicated by a disabled Next button) and the upgrade stops. In this case, query the OBJSTR:AttributeDefinition form to find out which attributes are in Delete Pending state and delete those attributes.

  1. Open the the OBJSTR:AttributeDefinition form in search mode.
  2. Select View > Advanced Search Bar.
  3. In the Advanced Search Bar, type the following query:
    'OSStatus' != "Active" OR 'Pending ID' != "0"
    If this query returns any row, the rows should be investigated as attributes that were not built or deleted properly.
  4. Delete the attributes that are in the Delete Pending state.

Troubleshooting fields that are missing from AR forms

If some fields are not present on some AR forms, but are present in the Attribute Definition form, the CDMChecker pre-upgrade check fails and the upgrade stops. To troubleshoot, identify such fields and delete them from the Attribute Definition form.

To identify and delete missing fields from BMC Remedy AR System forms

  1. Open the missing-Fields.log file in a text editor. The missing-Fields.log file is available at the following location:
    <AtriumCore install directory>\BMC Software\AtriumCore\Logs
  2. Search for errors related to missing fields.
    For example, your error messages might look like this:
    Error during ARGetMultipleFields in FindMissingFields Status: Field does not exist on current form. Details: BMC.Core:BMC_BaseElement: <767767002>
    In class BMC.Core:BMC_BaseElement, for attribute upgrtest_Attb03 with attribute id OA-036109F846EB4A578066CE81CD9E66D3, could not find corresponding AR field with ID=767767002 on form BMC.Core:BMC_BaseElement.
    In this example, an attribute with the name upgrtest_Attb03 is missing from the BMC.Core:BMC_BaseElement form.
  3. Delete all the attributes that are missing from the BMC Remedy AR System forms.
  4. Open the the OBJSTR:AttributeDefinition form in search mode.
  5. Search all the attributes that could not be found in the BMC Remedy AR System forms.
    For example, if the missing_fields.log file recorded an attribute with the name upgrtest_Attb03 as missing from BMC.Core:BMC_BaseElement form, search for this attribute in the OBJSTR:AttributeDefinitions form.
  6. Delete the attributes that are missing from the AR forms.
    For example, delete the upgrtest_Attb03 attribute.

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