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.

Using the Application Maintenance console

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

To open the Application Maintenance console

  1. Log on to the BMC Remedy ITSM application as an administrator.
  2. From the Home page, select Applications > Administrator console > Application Administration console.
  3. Click the Custom Configuration tab.
  4. Select Foundation > Advanced Options > Application Maintenance console, and then click Open.
    The Application Maintenance console opens, as shown in the following figure:

Application Maintenance console description

The following table describes the functional areas of the Application Maintenance console.

Console fields, menus, and controls


Maintenance Group

Use this list to select the type of maintenance group that the console manages. For the multi-tenancy update, select Multi-Tenancy.

View By

Use this list to select which multi-tenancy-related forms appear in the table. The selections are as follows:

  • All products: For all of the BMC Remedy ITSM and related products installed in your environment
  • ITSM: For the core BMC Remedy ITSM applications, including Foundation
  • SRM: For the BMC Service Request Management application
  • RKM: For the BMC Knowledge Management application
  • SLM: For the BMC Service Level Management application
  • Atrium: For BMC Atrium Core application


Click this button to update the contents of the Application Maintenance console with the latest information.


Column that identifies the product related to the form named in the table row. This column is particularly useful if you select All products from the View By menu.


Column that identifies the order in which the multi-tenancy update processes the form named in the table row. The form in a Pending state and with the lowest sequence number is processed by the update utility first, followed by the next higher number, and so on. In some cases, several forms can have the same sequence number. In such cases, the update processes the forms concurrently.


Column that identifies the application component associated with the form named in the table row.


Column that identifies the form to which the multi-tenancy update is applied.

Records Up to Date

Column that identifies the total number of individual records that will be updated when the multi-tenancy update runs against the form named in the table row.


Column that identifies the status of the form named in the table row. Status values are as follows:

  • Executing: The multi-tenancy update utility is processing the form and its associated records.
  • Pending: The multi-tenancy update utility has not yet started to process the form (or its associated records).
  • Fail: The multi-tenancy update utility began to process the form but encountered a data error in the form or in one of the associated records. If you encounter the Fail status, see Troubleshooting the multi-tenancy update for information about troubleshooting failed updates.
  • Successful: The multi-tenancy update utility successfully updated the form (and its associated records).


Column that controls whether the form and its associated records are processed by the update. Records with a Yes value are processed; records without a value are not processed. 

See Online / Offline for information about how to prevent the update utility from processing a specific form.


Click this button to rerun the update utility against the form named in the selected row. For more information about this button, see Testing data fixes.

Refresh Counts

Click this button to see how many records remain to be processed for the record selected in the table.

Reset to Pending

This button is available only when you highlight a row in the table with a status of Fail. After you troubleshoot and correct the cause of the Fail status, use this button to reset the status to Pending. For more information, see Testing data fixes.

Online / Offline

Click this button to move the form associated with the highlighted row offline. For more information, see Controlling which records are processed by the multi-tenancy update.


Use this field to indicate the date and time at which the last record was created in your production environment before you took the snapshot of the database that you used in your upgrade staging environment. For more information, see Preparing to process migrated delta data.


The Reset button resets all of the multi-tenancy records (for all installed products) to the Pending state in preparation for the migrated delta data updates. For more information, see Updating multi-tenancy fields on forms for delta data records.

Additional Information

This field provides a plain-English explanation of what the SQL statement does to the form named in the selected table row.

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  1. Brian Gillock

    Given the informational note at the top about versions, I expected by selecting the version I wanted to see to be taken directly to that version's matching article. Instead I was taken to that version's ITSM main page. From there I was unable to find the matching content.

    Nov 09, 2018 07:15
    1. Manash Baruah

      Hello Brian,

      This topic - Using the Application Maintenance console - was a part of the multi-tenancy mode till the 9.0 version. Starting 9.1, you do not need to run the multi-tenancy update manually. The multi-tenancy update is now a part of the installer. As a result, the multi-tenancy update is now a simple process that eliminates the errors caused due to manual update. The multi-tenancy update automatically upgrades the data records for all the forms.

      For information about using the Application Maintenance console to troubleshoot multi-tenancy update, please search the following topic in the relevant version of the product documentation: Troubleshooting the multi-tenancy update.



      Mar 14, 2019 01:46