This documentation supports the 9.1 version of BMC Remedy ITSM Deployment.

To view the latest version, select the version from the Product version menu.

BMC Remedy ITSM Suite installation and upgrade enhancements in Service Pack 2

BMC Remedy ITSM Suite 9.1.02 provides the following deployment-related enhancements and changes:


BMC Remedy ITSM Suite upgrade documentation enhancements

New upgrade planning document

The Planning an upgrade section takes a Q&A approach to help you plan the appropriate upgrade path, upgrade method (in-place or staged), and upgrade scope. It also provides considerations for the upgrade environment and how to get upgrade planning assistance.

Changes to recommended upgrade processes

The upgrade processes reflect the methodology recommended by BMC for upgrading your development, QA, and production environments. In version 9.1.02, the Remedy upgrade processes have been simplified.

 

The deprecated upgrade processes will continue to be available for reference; however, BMC strongly recommends that you follow one of the new, supported upgrade processes.

Changes to procedures for setting up staging systems

In version 9.1.01 and earlier, BMC provided multiple options for setting up staging systems when you needed to upgrade your hardware or database or when you wanted to migrate data by using the Delta Data Migration tool. These procedures were commonly referred to as the accelerated and duplicated methods for setting up staging servers.

In version 9.1.02, the options and procedures for setting up a staging system have been simplified. Instead of duplicating the entire Remedy environment, you need to install only the current AR System server version and replicate the database. Alternatively, if your environment resides on a VM, you can simply clone your environment.

For details, see Setting up systems for a staged upgrade.

Simplified upgrade documentation

Beginning with version 9.1.02, all upgrade procedures pertaining to upgrading a version earlier than 7.6.04 have been removed to reduce the number of pre-upgrade and post-upgrade steps that apply to that upgrade path. If you are upgrading from a version earlier than BMC Remedy ITSM Suite 7.6.04, you must first upgrade to BMC Remedy ITSM Suite 8.1.02. For instructions, see Upgrading in the BMC Remedy ITSM Suite 8.1 Deployment documentation.

Changes in preparing to install or upgrade

The Preparing section more clearly indicates the tasks that pertain to the upgrade or the installation process, and the planning worksheet is now more appropriately named the installation worksheet.

New location for BMC Remedy Single Sign-On documentation

You can find documentation for installing, upgrading, and configuring in the BMC Remedy Single Sign-On documentation.


BMC Remedy ITSM Suite upgrade enhancements

Automated copy of BMC Atrium CMDB attributes to BMC Remedy ITSM foundation during upgrade

The BMC Remedy IT Service Management (ITSM) 9.1 Service Pack 2 installer eliminates the phased approach to moving CMDB Asset attributes from BMC Atrium CMDB to BMC Remedy ITSM foundation (AST:Attributes). The 9.1 Service Pack 2 installer copies the attributes from BMC Atrium CMDB to AST:Attributes. CMDB Asset attributes are deleted outside of the installer by running the DeleteCMDBAttributesUtility. 

For more information, see  Deleting BMC Atrium CMDB attributes copied to AST:Attributes

Processes automated during upgrade

Previously, before you upgraded to BMC Remedy ITSM suite, you had to manually change the BMC Remedy AR System Server (AR System server) configuration to disable processes and re-enable the configuration after the upgrade. When you upgrade a component in BMC Remedy AR System 9.1.02, the installer automatically disables background operations while the upgrade is in progress. After the upgrade, the initial server group configuration is restored. Manual processes such as disabling of hierarchical groups and escalations are automated when the installer runs in upgrade mode. These processes are re-enabled after the upgrade is complete.

The following table lists the server group behavior and the background processes that are disabled during upgrade.

Server group behavior during upgrade
  • The primary server failover activity is suspended.
  • The primary server is brought out of the server group.
Background processes disabled during upgrade
  • Hierarchical groups
  • Object versioning
  • Object relationships
  • Archiving
  • FTS indexing
  • FTS searching
  • Server event recording
  • All signals from the AR System server to other servers in the group

Additionally, the  Authentication chaining mode   is set to ARS_ONLY and the restriction on the attachment size is removed.

AR System server production-ready configuration settings

Previously, the BMC Remedy AR System Server configuration that was shipped out of the box was modified by application installers to suit their functional requirement. In this version, the AR System server configuration shipped out of the box can be readily consumed by BMC Remedy IT Service Management (ITSM) applications. The configuration settings in the following table are out-of-the-box settings for the AR System server: 

Note

During upgrade, the new default settings are updated if the settings are not already specified in Centralized Configuration. If the values are already specified, they are not updated by the installer.

Component/parameterConfiguration settings
Shipped out of the box
 Old default settingNew default setting
Allow-Unqual-QueriesTF
Allow-Guest-UsersTF
Authentication-Chaining-ModeUnspecified

1(ARS - AREA)

  • Uses internal authentication as the primary method.
  • Uses external authentication via the AREA plug-in as the secondary method.
External-Authentication-Return-Data-Capabilities0 The server tries to retrieve this information from AREA. 

31—All data return capabilities are disabled.

 

Localized-ServerFT
Max-Entries-Per-QueryUnspecified2000
Save-Login0Login is controlled by user. 2Login is enforced by the administrator.
Submitter-Mode 

2—Changeable mode. The Submitter field can be changed after a request is submitted. If the Submitter group has change permission, the submitter must have a write license to modify the request.

1—Locked mode. The Submitter field cannot be changed after a request is submitted. If the Submitter group has change permission, the request can be modified by submitters with a read or write license but not by users with a restricted read license
Server-Plugin-Default-Timeout60 seconds120 seconds
System-Messages-Displayed

0—Notes and warnings appear in the prompt bar, but errors will appear in a pop-up box.

2—No messages will appear in a prompt bar. All messages will appear in a pop-up box.

Updated by the BMC Remedy AR System Server installer

Fast queuePrivate-RPC-Socket:  390620   8  12                                                                      
Loop back or private  socket queuePrivate-RPC-Socket:  390626   5   7
List queuePrivate-RPC-Socket:  390635   16 20                                                                      

Java 1.8

-XX:MaxMetaspaceSize=512m

-XX:+UseCompressedOops

-XX:+UseConcMarkSweepGC

-XX:+UseParNewGC

-XX:NewRatio=2

Note: These JVM settings are updated when upgrading from a pre-9.x version. But, when upgrading from prior versions at 9.x, the pre-existing JVM settings are used.

The configurations in the table that are updated by the BMC Remedy AR System Server installer are benchmarked for a server with the following specifications:    

  • Number of servers: 2
  • CPU core: 4
  • RAM: 16 GB
  • Disk space: 60 GB 

If the configuration settings are incorrectly specified, running the BMC Remedy Configuration Utility identifies such values.    

Default Java heap size settings

The BMC Remedy AR System server installer detects the available memory in the system and sets the minimum and maximum heap sizes.

If RAM >=Min/max heap size
4 GB75% of RAM
7.2 GB6 GB
14.4 GB8 GB

The heap size values are specified based on performance benchmarking conducted in a lab environment. However, BMC recommends that you adjust the Java heap size based on your load conditions.

For more information about configuration and Java heap size settings, see  Centralized configuration  and Hardware requirements.

Faster BMC Remedy ITSM Suite upgrades

BMC lab tests indicate an overall 40 percent reduction in time to upgrade to BMC Remedy ITSM Suite 9.1.02. In addition to implementing the preceding upgrade enhancements, the upgrade experience has considerably improved by implementing the following:

  • Previously, the BMC Remedy ITSM applications installation and upgrade caused the AR System serve to restart. In the new implementation, only the AR plug-in server is restarted, which reduces the downtime. 
  • BMC Remedy ITSM applications secondary servers can now be upgraded in parallel. However, for BMC Remedy AR platform components, the secondary servers need to upgraded sequentially.

Faster installation and upgrade on secondary servers

With BMC Remedy ITSM 9.1.02, the installer no longer unpacks all .def and .arx files that are required during a secondary server installation or upgrade. If required, these files are referenced from the primary server. This changes results in faster installation and upgrade on secondary servers.


BMC Remedy Configuration Check utility enhancements

Integration of the BMC Remedy Configuration Check utility with the BMC Remedy ITSM Suite installers

In version 9.1.02, the installer invokes pre-upgrade checks for the component being upgraded. Additionally, the installer checks for the following deployment considerations and accordingly invokes the required checks without requiring any user input:

  • Product being deployed 
  • Installer mode: install or upgrade
  • Server being upgraded: primary or secondary

You access the Configuration check report from the installer. The HTML reports generated by BMC Remedy Configuration Check utility display improved readability, and the error messages provide the required details to resolve issues quickly.

Optionally, you can run the Configuration Check utility at any time to check the environment or configuration of a component that is already installed or that you plan to upgrade.

BMC Remedy Configuration Check installed with AR System server

With version 9.1 Service Pack 2, the BMC Remedy Configuration Check utility is installed at <InstallDirectory>\ARSystem\arsystem as part of the AR System server installation

Updated configuration checks

The following table lists the new or updated configuration checks in version 9.1.02 of the BMC Remedy Configuration Check utility.

New checks

BMC Remedy AR System checks

Filter Correction check

BMC Remedy ITSM checks

Updated checksBMC Remedy AR System checks 

Deprecated configuration checks

The following table lists the new and updated configuration checks in version 9.1.02:

BMC Remedy AR System checks
  • FT Index Queue Check—This check is included in the AR Config Params check
  • Server Information Gathering Check—This check in included in   the AR Config Params check

  • SynAttackFlagTest—With Windows Vista, the syn attack protection algorithm is enabled by default and cannot be disabled.
  • Verify Select query hint Check—The Select-Query-Hint parameter is no longer a part of AR configuration. Therefore, this check is deprecated.

BMC Remedy ITSM checks
  • Duplicate support Group and Permission Group records Check—In ITSM 9.1, during upgrade, the parent field of all existing support groups was updated to point to their company. The upgrade failed if multiple groups had the same ID. In ITSM 9.1 Service Pack 1, this configuration check was added to verify whether groups with duplicate IDs exist. In ITSM 9.1 Service Pack 2, this parenting processing is no longer required and so the check to prevent duplicate group IDs is no longer required. 
  • Schema Data Threshold Check—The improvements made in 9.1 Service Pack 2 make this check redundant.
  • PreLoad Thread Config Check The check was performed on a 32-bit Windows system. The current support is for 64-bit Windows system.
BMC Remedy SRM checks

Admin Job Check for SRM The installer disables the admin jobs during upgrade to 9.1 Service Pack 2. These jobs had to be manually disabled. The check was run to ensure that these admin jobs are disabled. With the new implementation, this check is no longer required.


BMC Remedy ITSM database and platform support

With this release, the following database management system and enterprise application platform are supported:

  • Microsoft SQL Server 2016

  • Red Hat JBoss Enterprise Application Platform 7.0

For all supported environments, required third-party software, and compatibility with other BMC products and integrations, see the Compatibility matrix.


Oracle Data Guard support

With this release, BMC Remedy ITSM Suite supports Oracle Data Guard. Oracle Data Guard helps recover from DB failures across the geographical sites. Clients can failover to the next available database in the Oracle Real Applications Cluster (RAC) setup. For information on configuring BMC Remedy AR System to support Oracle Data Guard, see Configuring Oracle Data Guard.

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