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.

Upgrading from a version earlier than 7.6.04

The following diagram illustrates the path for upgrading from a version earlier than 7.6.04. 

Note

If you want deploy any of the BMC Remedy shared services, you must deploy them after completing the staging server upgrade. See, Deploying BMC Remedy shared services

Navigation Tip

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

Upgrade 7604 earlier

Points to consider during upgrade

  • Disable the Auto Negotiate option on the router.
    During the upgrade process, your servers might lose network connectivity and cause the installation to fail. A common issue with the networking hardware is that the 
    Auto Negotiate option of a router can incorrectly set the router to 10 MB Half Duplex. NICs, routers, and other network devices then agree on the fastest speed to communicate with one another, but that speed is usually too slow. To remove this variable, if all the network devices can communicate at 1 GB Full Duplex, set them as such, and disable the Auto Negotiate option on the router.
  • Turn off any anti-malware programs before you begin installation to avoid any false alerts. 
    During installation or upgrade, new files are written into the system, new entries are created in the registry, some of the services are restarted and other such operations are performed by the installer. The anti-malware program may treat these operations as suspected attacks and may either block the installer or cause a failed upgrade. Turn on the anti-malware after the upgrade is complete. 

Preparing for the upgrade

NoStepDescription

1

Infrastructure for upgrade

When performing the upgrade you will need:

  • Upgrade development server
  • Upgrade QA server
  • Staging server

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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.

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

Integration limitations

Review this information and use the workarounds to avoid integration failures.

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8

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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9 Understand the different installers you need to upgrade different components

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10 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

NoServerStepDescription
1

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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2

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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3

Set up the staging production server

At the end of the process, the staging production server becomes the new production server.

After you set up the staging production 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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Upgrade BMC Remedy AR System to 8.1.xx

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 Creating overlays
When upgrading from a version earlier than 7.6.04, to preserve your customizations for future upgrades, you must copy your existing customizations, including customizations to the BMC Remedy Action Request (AR) System server and all other applications and components, into overlays and custom objects.

You can create overlays using the Best Practice Conversion Utility (BPCU).

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7

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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8

Upgrade BMC Atrium Core to 8.1.xx

Upgrade Applications to 8.1.xx

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9

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.

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

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10

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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11

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

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12

Upgrade the applications

 Upgrade the BMC Remedy ITSM applications in the following sequence
  1. BMC Remedy ITSM Process Designer
  2. BMC Remedy ITSM
  3. BMC Service Request Management
  4. BMC Service Level Management

If you are performing a fresh installation of BMC Remedy ITSM Process Designer along with the upgrade of other application components, you must install it after upgrading the other application components.

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Tip

While you reconcile customization (13D), perform unit testing (14D), and create the Dev-to-Prod package (15D) on the Development server, you can upgrade the QA server simultaneously (13Q-16).

13D

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 must use the latest version of Developer Studio to perform the reconciliation.

Tip

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

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14D

Complete the unit testing

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

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15D

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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13Q

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

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15 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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16 

Upgrade the applications to version 9.0.xx
 Upgrade the BMC Remedy ITSM applications in the following sequence
  1. BMC Remedy ITSM Process Designer
  2. BMC Remedy ITSM
  3. BMC Service Request Management
  4. BMC Service Level Management

If you are performing a fresh installation of BMC Remedy ITSM Process Designer along with the upgrade of other application components, you must install it after upgrading the other application components.

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17

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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18

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 19 to Step 22 are iterative and you must perform them till you get a clean package. 

19

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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20

Fix QA issues

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

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21

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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22

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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23

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

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24

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 shut down the AR System server.

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25

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 20 to Step 25 are iteratively till you get a clean package.

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26

Take PROD_DB_Backup

You need to restore this backup on the staging production to perform the upgrade.

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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27

Restore PROD_DB_Backup

You must restore the database with the FTS collection folder.

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

Note

Before you restore the backup, you must turn of Full text search.  

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28

Complete destination server adjustments

Leave the configuration as is until you complete the delta data migration (DDM). You must revert these changes during the Go Live stage.

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29

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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30

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

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31

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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32

Upgrading the applications

Upgrade the BMC Remedy ITSM applications in the following sequence

  1. BMC Remedy ITSM Process Designer
  2. BMC Remedy ITSM
  3. BMC Service Request Management
  4. BMC Service Level Management

If you are performing a fresh installation of BMC Remedy ITSM Process Designer along with the upgrade of other application components, you must install it after upgrading the other application components.

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33

Complete the post upgrade tasks

At this stage, you must also turn on Full text search. You will need to re index the FTS because the production database was restored.

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34

Migrate customizations from the QA server

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

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35

Upgrade secondary servers
  • You must point the secondary server to the new production (staging server) database.
  • You must add and modify the entries in the AR System Server group ranking form. 
  • You must decide whether you want to use new hardware or existing hardware for secondary servers.

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36

Perform the first DDM

  • Use the same Admin user account to log on to both servers.
  • You can run the Delta Data Migration tool one time or multiple times.

Note

 Make sure you take a DB backup and restore prior to the every DDM run.

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37

Perform sanity testing

Before you perform the sanity testing you must take a database back and restore it after the 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 server.

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38

Perform the cutover activities

You must freeze user activity during the cutover stage.

You must perform certain pre-cutover tasks before you complete the actual cutover activities and put the production URL in maintenance mode.

At this stage, the actual down time begins.

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39

Perform the final DDM

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40

Go live

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Comments

  1. Tom Zmijewski

    Within the steps above, there are details for the DEV environment that state it is necessary to upgrade the platform and applications to 8.1 prior to 9.x but these steps are not included in the QA and Production environments.

    Is that to suggest it is not required to first upgrade to 8.1 in the QA and Production environments? Are those steps simply for maintaining the customizations that would then be migrated up to QA and subsequently Production and otherwise that step is not necessary, or is this an oversight?

    Thanks!

    Nov 04, 2015 02:59
    1. Amit Durgapal

      Hi Tom,

      Sorry for the long delay in response. For pre-7.6.04 upgrades, we suggest you contact  BMC Support. For additional details, see Support Information.

      Regards,

      Amit

      Oct 03, 2016 06:24