Error: Invalid spaceKey on retrieving a related space config.

BMC Remedy ITSM checks

This topic provides information about the prechecks performed by the BMC Remedy Configuration Check utility for BMC Remedy IT Service Management (ITSM). It also describes the expected results of the checks and corrective actions to be taken, if a check fails.

BMC recommends that you run all the pre-upgrade checks before you upgrade to a higher version. If you encounter any error or warning, address the issue as it may prevent a successful upgrade.

The following checks are described:

Asset Management License Check

Description

This check validates the Application license and User Fixed license for BMC Asset Management. It validates the Application license first, and then validates the User Fixed license. User Fixed licenses are required to install sample data.

For this license type, the minimum number of BMC Remedy Action Request (AR) Server User Fixed licenses and BMC Asset Management User fixed licenses that should be available is 15.

This check also validates the BMC:Financial Mgmt Application licenses and its User Fixed licenses. The minimum criterion of 15 licenses also applies to the User Fixed licenses.

TypePre-upgrade check, configuration check
Checks performed and expected result

If the BMC Remedy AR System server has a valid license for BMC Asset Management and there are 15 available User Fixed licenses (for both AR Server User Fixed license and BMC Asset Management User), the check is successful.

The following conditions return an error:

  • Application license is invalid.
  • BMC Remedy AR System server is not licensed.
  • BMC Asset Management application is not licensed.
  • BMC:Financial Mgmt application is not licensed.

The following conditions return a warning:

  • Available AR Server User Fixed licenses are fewer than 15.
  • Available BMC Asset Management User fixed licenses are fewer than 15.
  • Available BMC:Financial Mgmt User fixed licenses are fewer than 15.

Note:

  • For a fresh installation or upgrade, if sample data is not required, you can ignore the warning messages.
  • For an upgrade in which sample data is already available, 15 User Fixed licenses must be available.
Corrective actions
  • If application licenses are missing, apply them on the target BMC Remedy AR System server through AR System Administration Console > Add or Remove License.
  • If the check returns an error, acquire and apply valid BMC Remedy AR System Server, BMC Asset Management, and BMC:Financial Mgmt Application licenses.
  • If the check returns a warning, and if sample data is required during installation, acquire and apply valid BMC Remedy AR System server User Fixed license, Asset Management User Fixed license, and Financial Management User Fixed license.
  • For all applications, at least 15 User Fixed licenses must be available.

Go to top

Atrium Integrator Check for ITSM

Description

This check validates whether Atrium Integrator is installed on the target computer.

TypePre-upgrade check
Checks performed and expected result
  • If Atrium Integrator is installed, the check is successful.
  • If Atrium Integrator is not installed, or if it is installed but the version is incorrect, the check fails.
Corrective actionEnsure that Atrium Integrator is installed on the target computer before you upgrade any BMC Remedy ITSM applications.

Go to top

Change Management License Check

Description

This check validates the Application license and User Fixed license for BMC Change Management and its dependent Change Management Dashboard. It validates the Application license first, and then validates the User Fixed license. User Fixed licenses are required to install sample data.

For User Fixed licenses, the minimum number of AR Server User Fixed licenses and Change Management User fixed licenses that should be available is 15. 

This check also validates the licenses for the following applications and their User Fixed licenses:

  • Change Management Dashboard application
  • BMC Financial Management application
TypePre-upgrade check, configuration check
Checks performed and expected result

If the BMC Remedy AR System server has a valid license for BMC Change Management and there are 15 available User Fixed licenses (for both AR Server User Fixed license and Application User Fixed license), the check is successful.

The following conditions return an error:

  • BMC Remedy AR System server is not licensed.
  • BMC Change Management is not licensed.
  • BMC:Financial Mgmt is not licensed.
  • Change Management Dashboard is not licensed.

The following conditions return a warning:

  • Available BMC AR System server User Fixed licenses are fewer than 15.
  • Available BMC Change Management User Fixed licenses are fewer than 15.
  • Available BMC:Financial Mgmt User Fixed licenses are fewer than 15.
Corrective actions
  • If application licenses are missing, acquire required licenses from BMC and apply on the target BMC Remedy AR System server through AR System Administration Console > Add or Remove License.
  • If the check fails and returns an error, acquire and apply valid BMC Remedy AR System server, BMC Remedy Change Management, BMC:Financial Mgmt Application, and  Change Management Dashboard application licenses.
  • If the check returns a warning, and if sample data is required during installation, acquire and apply valid AR Server User Fixed licenses, Change Management User Fixed licenses, and Financial Management User Fixed license.
  • For all applications, at least 15 User Fixed licenses must be available.

Go to top

Change Request Threshold Check

Description

This check validates the number of open change requests in the CHG:Infrastructure Change form against the configuration value of Filter-Max-Total in the ar.cfg (ar.conf) file.

For BMC Remedy ITSM 8.0 and later, approximately 50 filters are run for each change request. This check calculates the value of the threshold, say T, such that T = number of open requests * 50.

For example, if the number of open requests is 20,000, the threshold is 10,00,000 (20,000 * 50) .

TypePre-upgrade check, configuration check
Checks performed and expected result
  • If the value of Filter-Max-Total is greater than or equal to the threshold T, the check is successful.
  • If the value of Filter-Max-Total is less than the threshold T, the check fails and displays an error message.

The number of open change requests is displayed in the Errors/Warning tab of the BMC Remedy Configuration Check utility.

Corrective action

Set a value of Filter-Max-Total that is greater than the threshold T in the Maximum Filters for an operation field from the AR System Administration Console > Server Information page > Advanced tab.

Restore your pre-upgrade setting after the upgrade completes.

Go to top



Duplicate support Group and Permission Group records Check

Description

This check verifies whether any duplicate and invalid entries with the same support group or permission group ID and company name exist in the CTM:SYS-Access Permission Grps form.

TypePre-upgrade check, configuration check
Checks performed and expected result
  • If any such entry is found, the verification fails and the configuration checker reports a duplicate support or a permission group or a duplicate company name ID in the error message and the prechecker log.
  • If no such entry is found, the check is successful.
Corrective action
  1. Open the CTM:SYS-Access Permission Grps form.
  2. Query the database for entries with the same support group or permission group IDs or the same company name for which the error is reported. You can leverage the following queries:
    • To search through entries with duplicate support group IDs:

      SELECT Support_Group_ID, COUNT(Support_Group_ID) FROM CTM_SYS_Access_Permission_Grps GROUP BY Support_Group_ID HAVING COUNT(Support_Group_ID)>1
    • To search through entries with duplicate permission group IDs:

      SELECT Permission_Group_ID, COUNT(Permission_Group_ID) FROM CTM_SYS_Access_Permission_Grps GROUP BY Permission_Group_ID HAVING COUNT(Permission_Group_ID)>1
    • To search through entries with a duplicate company name:

      SELECT Company FROM CTM_SYS_Access_Permission_Grps where Support_Group_ID IS NULL GROUP BY Company HAVING COUNT(Company)>1
  3. Delete duplicate and invalid entries.

Go to top

FTS Service Check

   

Description

This check validates if Full Text Search (FTS) service is installed and running on the target computer before installing BMC Remedy ITSM.

Type

Configuration check 

Checks performed and expected result
  • If the FTS service is installed, the check is successful.
  • If the FTS service is not installed or if it is not running, the check fails and displays the following error:
    FTS Service is not installed or is not currently running.
Corrective actionEnsure that the FTS service is installed and running on the target computer before installing BMC Remedy ITSM. For information on configuring FTS, see Configuring full text search .

Go to top

Incident Management License Check

Description

This check validates the Application license and User Fixed license for BMC Incident Management and its dependent application BMC:Financial Mgmt Application. It validates the Application license first, and then validates the User Fixed license. User Fixed licenses are required to install sample data.

For User Fixed licenses, the minimum number of AR System server User Fixed licenses and Incident Management User Fixed licenses that must be available is 15. 

This check also validates the license check for  Change Management Dashboard  and its User Fixed licenses.

TypePre-upgrade check, configuration check
Checks performed and expected result

If the BMC Remedy AR System server has a valid license for BMC Incident Management and there are 15 available User Fixed licenses (for both AR System server User Fixed license and Application User Fixed license), the check is successful.

The following conditions return an error:

  • BMC Remedy AR System server is not licensed.
  • BMC Incident Management is not licensed.
  • BMC:Financial Mgmt Application is not licensed.

The following conditions return a warning:

  • Available AR System server User Fixed licenses are fewer than 15.
  • Available BMC Incident Management User Fixed licenses are fewer than 15.
  • Available BMC:Financial Mgmt User fixed licenses are fewer than 15.
Corrective actions
  • If application licenses are missing, acquire required licenses from BMC and apply on the target BMC Remedy AR System server through AR System Administration Console > Add or Remove License.
  • If the check returns an error, acquire and apply valid BMC Remedy AR System server, BMC Incident Management, and BMC:Financial Mgmt Application application licenses.
  • If the check returns a warning, and if sample data is required during installation, acquire and apply valid AR System server User Fixed, Incident Management User Fixed, and Financial Management User Fixed licenses.
  • For all applications, at least 15 User Fixed licenses must be available.

Go to top



PD Version Check for ITSM

Description

This check verifies whether BMC Remedy ITSM Process Designer installed on the target computer is at version 9.1.

TypePre-upgrade check
Checks performed and expected result
  • If BMC Remedy ITSM Process Designer installed on the target computer is at version 9.1, the check is successful.
  • If BMC Remedy ITSM Process Designer is not installed, the check is successful.
  • If BMC Remedy ITSM Process Designer installed on the target computer is at version 8.3.03 or 8.3.04, the check fails with an error and displays an error message.
Corrective actionEnsure that BMC Remedy ITSM Process Designer installed on the target computer is at version 9.1.

Go to top

Plugin Server Port Check for ITSM

Description

This check gets the plug-in server port from the plug-in configuration file and verifies whether the port is valid.

TypePre-upgrade check, configuration check
Checks performed and expected result
  • If the port is valid, the check is successful.
  • If the port is invalid, the check fails.
Corrective actionConfigure the AR System Java plug-in with a valid network port. The pluginsvr_config.xml is located at <InstallDirectory>\ARSystem\pluginsvr.
  

Go to top

Problem Management License Check 

Description

This check validates the Application license and User Fixed license for BMC Problem Management and its dependent application, BMC:Financial Mgmt. It validates the Application license first, and then validates the User Fixed license. User Fixed licenses are required to install sample data.

For User Fixed licenses, the minimum number of AR System server User Fixed licenses and BMC Problem Management User fixed licenses that should be available is 15. 

TypePre-upgrade check, configuration check
Checks performed and expected result

If the BMC Remedy AR System server has a valid license for BMC Problem Management and 15 available User Fixed licenses (for both AR System server User Fixed license and Application User Fixed license), the check is successful.

The following conditions return an error:

  • BMC Remedy AR System server is not licensed.
  • BMC Problem Management is not licensed.
  • BMC:Financial Mgmt is not licensed.

The following conditions return a warning:

  • Available AR System server User Fixed licenses are fewer than 15.
  • Available BMC Problem Management User Fixed licenses are fewer than 15.
  • Available BMC:Financial Mgmt User fixed licenses are fewer than 15.
Corrective actions

Perform the following tasks:

  • If application licenses are missing, acquire required licenses from BMC and apply on the target BMC Remedy AR System server through AR System Administration Console > Add or Remove License.
  • If the check returns an error, acquire and apply valid BMC Remedy AR System server, BMC Problem Management, and BMC:Financial Mgmt Application licenses.
  • If the check returns a warning, and if sample data is required during installation, acquire and apply valid AR System server User Fixed, Incident Management User Fixed, and Financial Management User Fixed licenses.
  • For all applications, at least 15 User Fixed licenses must be available.

Go to top

Product Catalog Check for ITSM

Description

This check validates the Product Catalog version installed on the target system.

TypePre-upgrade check
Checks performed and expected result
  • If Product Catalog 9.1 is installed on the target system, the check is successful.
  • If Product Catalog is not installed on the target system, the check fails.
  • If Product Catalog is installed, but the version is not 9.1, the check fails.
Corrective actionInstall Product Catalog 9.1 on the target system.

Go to top

RAM Availability Check for ITSM

Description

This check validates the required free physical memory for the BMC Remedy ITSM installation. A minimum of 3 GB of free physical memory is required.

Type

Pre-upgrade check, configuration check 

Checks performed and expected result
  • If the required physical memory is available, the check is successful, and following information message is displayed:
    Check for Available Physical Memory meets required Physical Memory.
  • If the required physical memory is not available, the check fails, and the available memory and the required memory are displayed.
Corrective actionIncrease the physical memory to make available a minimum of 3 GB free physical memory for installation. The runtime requirement of free physical memory is 6 GB.

 Go to top

Schema Data Threshold Check

Description

This check gets the number of records present in the schema on the target BMC Remedy AR System and validates it against a given threshold. For more information, see the following Data Threshold values of various forms table.

Type

Pre-upgrade check 

Checks performed and expected result
  • If the number of records present in the schema are within the given threshold, the check is successful.
  • If the number of records present in the schema are not within the given threshold, the check fails and reports an error with form name, threshold value, and actual number of records. 
Corrective actionArchive the records from the schema for which the check failed, and add those records back after the upgrade is complete. See Archiving data .

Data Threshold values of various forms 

Name of form

Data threshold value

NTE:SYS-NT Process control

2,500

SYS:Action

100

Application Pending

100

RE:Job_Runs

1,000

RE:Job_Events

10,000

Server Events

1,000

SLM:SLAComplianceContracts

1,000,000

DLD:Action

100

TMS:AuditLog

1,000,000

TMS:AuditLogSystem

1,000,000

HPD:HelpDesk_AuditLogSystem

1,000,000

HPD:Help Desk Audit Log

1,000,000

CTM:People Audit

1,000,000

CHG:ChangeRequest_AuditLogSystem

1,000,000

CHG:Change Request Audit

1,000,000

AST:AuditLogAttributes

1,000,000

AST:AuditLogSystem

1,000,000

AST:CI Audit Log

1,000,000

Go to top

Schema Field ID Violation Check

Description

This check compares the field and View User Interface (VUI) IDs and the database fields and VUI names from application definition files with those on the target BMC Remedy AR System. It ensures that there are no conflicting Name and ID combinations.

This check compares the following items from the application definition files with the corresponding items on the target BMC Remedy AR System:

  • Field and View User Interface (VUI) IDs
  • Database fields and VUI names

The check ensures that no conflicting name and ID combinations exist.

TypePre-upgrade check, configuration check
Checks performed and expected result
  • If no conflicts exist in the name-to-ID combinations, the check is successful. No message is displayed.
  • During an upgrade, if a customization to the earlier version on the target system results in conflicts with the IDs and names in the latest version, the upgrade fails and reports an error that shows the conflicting IDs and names.
Corrective actions
  • If the check fails because of a database name conflict, reset the database name of the field or VUI on the target system.
  • If check fails because of conflicting fields or VUI IDs and if it uses a BMC reserved ID, change such IDs using the archgid.exe  utility. For information about this utility, see https://communities.bmc.com/communities/docs/DOC-19172.

Go to top

Server Connect Name Check

Description

This check validates that the Server-Connect-Name property in the ar.cfg (ar.conf) file has the same host address as that of the server host name. For example, vw-abc-xyz-dv32.labs.vm.com.

Note: This check is performed irrespective of whether the given server is a server group member or not.

TypePre-upgrade check, configuration check
Checks performed and expected result
  • If the Server-Connect-Name property in the ar.cfg (ar.conf) file has the same host address as that of the server host name, the check is successful.
  • If the Server-Connect-Name property does not have the same host address as that of the server host name, the check fails and displays an error.
  • If the Server-Connect-Name property is not present in the ar.cfg (ar.conf) file, the check does not perform any validation, and does not display any error or warning message to add the property.
Corrective action

Set Server-Connect-Name to the host name of the server. Ensure that the Server-Connect-Name is resolvable from every server group member and itself. For more information about server alias and host name, see Understanding the server name alias and host name.

Go to top

Server Group Primary Server Check

Description

This check validates whether a server is a member of a server group. If so, the check validates that the Primary Server name is set.

TypePre-upgrade check, configuration check
Checks performed and expected result
  • For server group configuration, if the name of the primary server is set in the AR System Server Group Operation Ranking form, the check is successful.
  • If the name of the primary server is not set, the check fails.
Corrective actionSet the name of the primary server in the AR System Server Group Operation Ranking form and restart all AR System servers in the server group.

Go to top

Temp Space Availability Check for ITSM

Description

This check validates the free space available in the Temp directory. The minimum free space available must be 1.5 GB.

Note:

As an input to this check, provide the path of the Temp directory in one of the following ways:

  • Run the PATH command in interactive command-line mode.
  • Enter the path in the Temp Dir field in GUI mode.
  • Set the <tempDir> variable in the configuration file (configchecker_config.xml).
TypePre-upgrade check, configuration check
Checks performed and expected result
  • If the free space available in the Temp directory is 1.5 GB or more, the check is successful.
  • If the free space available in the Temp directory is less than 1.5 GB, the check fails and reports an error.
  • If the path of the Temp directory is not provided as an input, the check fails and reports an error.
Corrective action
  • If the check fails due to insufficient temporary space, free up 1.5 GB or more space on the partition.
  • If the check fails because the path of the Temp directory was not provided, provide the Temp directory path, and then rerun the check.

Go to top

Unique Index Violation Check 


Description

During BMC Remedy AR System upgrade, if new indexes are applied on an existing form, the operation may fail due to data existing in the form. This check performs a SQL count of distinct values for the indexes against an unqualified search value using the same index.

Type

Configuration check 

Checks performed and expected result
  • If the counts are equal, a new index can be successfully applied. No index violation exists, and the check is successful.
  • If the counts are different, an index violation exists during import of the specified index and form combination. The check fails and displays an error message that includes the form names and entry IDs that violate the index.
Corrective actionChange the value of the violating fields so that the values are unique and the violating records comply with the index for the given field.

Go to top

Related Topics

BMC Atrium Core checks

BMC Remedy AR System checks

BMC Remedy ITSM Process Designer checks

BMC Service Level Management checks

BMC Service Request Management checks

Unified Data Management (UDM) checks

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

Comments