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.

Managing the multi-tenancy update

Use the Application Maintenance console to manage the multi-tenancy update. This topic provides the following information:

Notes

  • For information about opening the Application Maintenance console and a description of its functional areas, see Using the Application Maintenance console. 
  • For BMC Remedy IT Service Management 9.0.00 and BMC Atrium Core 9.0.00, use this console only to manage updates to the multi-tenancy model.

Controlling which records or fields are processed by the multi-tenancy update

Use the following procedures to protect customizations on specific forms, or on Field ID 60900, from being overwritten by the multi-tenancy update:

Moving a form offline

To protect the multi-tenancy customizations on a form, move the form offline.

To move a form offline

  1. Open the Application Maintenance console.
  2. In the table on the Application Maintenance console, locate the row for the form that you need to move offline.

    Tip

    If you do not see the name of the form in the Form column, verify that the correct application is selected in the View By menu.

  3. Select the row and click Online/Offline.
    The Yes value in the Online? column is no longer present.

If you need to move the form back online, repeat the preceding steps. The Online/Offline button is a toggle. When the form is back online, the value Yes appears in the Online? column.

Updating only Field ID 112

The default behavior of the multi-tenancy update utility is to apply changes to Field ID 112 and Field ID 60900. If you have a customized multi-tenancy model, however, depending on your customization, a change to Field ID 60900 might make this previously hidden information visible. In such cases, you can choose to protect Field ID 60900 from being updated on certain main forms. For a list of these forms, see Forms on which you can update only Field ID 112.

For some forms, BMC ships the multi-tenancy update utility with two sets of SQL update statements. The first set applies the multi-tenancy updates to Field ID 112 and Field ID 60900. Those are the SQL statements that run by default. The second set of SQL statements updates only Field ID 112. Using the Application Maintenance console, you can tell the update utility to run some or all of the alternate SQL scripts.

To update only Field ID 112

  1. Open the Application Maintenance console.
  2. In the Form column of the table on the Application Maintenance console, locate and then select the entry for the form on which you want to update only Field ID 112.

    Note

    For each form listed in Forms on which you can update only Field ID 112, there are two records with the same sequence number. One record has an Online? status of Yes, and the other has no Online? status. Select the record with the Online? status of Yes.

  3. At the bottom of the table on the Application Maintenance console, click Toggle MT SQL Data.
    The Online? status of the selected record changes to no status, and the status of the adjacent record changes to Yes.
  4. Repeat this procedure for any other form for which you want to update only Field ID 112.

Forms on which you can update only Field ID 112

 List of forms

AAS:Activity
AST:PurchaseRequisition
AST:PurchaseReturn
AST:Schedule Criteria
CBK:ChargeBack
CBK:ChargeBackStatusMessages
CBK:ConfigCBKTimePeriods
CBK:GenerateChargeBackStatus
CBK:TimePeriods
CHG:Infrastructure Change
CTR:ContractBase
PBM:Known Error
RMS:Release
SRM:Request
TMS:Task
WOI:WorkOrder

Checking the status of the multi-tenancy update

You can use the Using the Application Maintenance console to check for the following types of information.

Information typeAction

Form being processed

Check the Status column in the console table for a form with the status of Executing.

Data errors

If the update stops running because of a data error, check the Status column in the console table for a form with the status of Fail. This record contains the data error. Perform your troubleshooting diagnostics on this form.

Number of records to process for a given form

Click Refresh Counts and then, in the console table, check the number in the Records to Update column of the form that has the status of Executing.

Forms already processed

Check the Status column in the console table for forms with the status of Successful.

Forms waiting to be processed

Check the Status column in the console table for forms with the status of Pending.

Investigating processing issues in the multi-tenancy update

If you receive a message from the multi-tenancy update telling you that it has stopped running because of a data error, you begin your investigation of the issue on the Application Maintenance console.

To investigate processing issues

  1. Open the Application Maintenance console.
  2. In the table on the Application Maintenance console, locate the form with the status of Failed and note the form name in the Form column.
  3. Use the information in Troubleshooting the multi-tenancy update to determine the exact nature of the issue.
  4. Return to the Application Maintenance console to test the fix, as described in Testing data fixes.

Testing data fixes

After you investigate and troubleshoot a failed form, as described in Investigating multi-tenancy update processing issues, you can test your fix from the Application Maintenance console.

To test data fixes

  1. In the table on the Application Maintenance console, locate and select the row of the form with the status of Fail.
  2. Click Reset to Pending.
  3. After the status of the form changes to Pending, click Run.
    The workflow processes the selected record. If the fix was successful, when the processing finishes, the status of the form changes to Successful; otherwise, the status returns to Fail.
  4. Depending on the status, perform one of the following actions:

Preparing to process migrated delta data

After the multi-tenancy update utility successfully runs against all of the forms in all of your installed applications, you must migrate the delta data from your production server to your staging server. After you migrate the delta data, you must run the multi-tenancy updates against the migrated delta data. For more information, see Updating multi-tenancy fields on forms for delta data records.

Was this page helpful? Yes No Submitting... Thank you

Comments