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 3

BMC Remedy IT Service Management (ITSM) Suite version 9.1.03 includes the following deployment-related enhancements and changes:


BMC Remedy ITSM Suite upgrade enhancements

Multi-phase Remedy application installation or upgrade to decrease the outage window

In version 9.1.03, you can run the Remedy application (BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management) installation or upgrade in two phases.

  • Preparation phase – In the preparation phase, the installer captures the installation parameter values, runs the Remedy Configuration Checker utility to validate the environment, and deploys the required files in the installation directory. At the end of this phase, an options file is generated that contains the installation parameter values and the configuration details.
  • Installation or upgrade phase – In this phase, the installer performs the installation or upgrade and completes additional logging. For an upgrade, an outage is required in the second phase. The hierarchical groups and escalations that are automatically disabled and enabled during an upgrade are now run simultaneously at the end of this phase.

In previous releases, a production outage was required for the entire installation; in version 9.1.03, it is only required for the second phase. 

For more information about performing a phased installation or upgrade, see the following topics:

BMC Remedy ITSM upgrade with simultaneous hierarchical group upgrade

Previously, when upgrading BMC Remedy ITSM, the installer automatically modified the BMC Remedy AR System Server (AR System server) configuration to disable processes and re-enable them after the upgrade. This required the installer to automatically disable background operations, such as hierarchical groups updates and escalations, while the upgrade is in progress. After the upgrade, the initial server group configuration is restored.

With this release, when you run the phased installer, the hierarchical groups are now enabled and updated in the background, even after the installer completes. With this enhancement, you can save time by not waiting for the installer to complete the configuration updates before you start using your system or proceed with other upgrade tasks, such as upgrading BMC Service Request Management and BMC Service Level Management.

Installation and upgrade timing reports

With version 9.1.03, you can now generate a detailed report of the time taken (in minutes) by the BMC Remedy ITSM installer to perform the installation or upgrade of the Remedy applications. The BMCAPPLogReportUtility utility parses the log files, which are created during the installation or upgrade, and reports the total time taken by each module to execute commands, tasks, and utilities.

For more information about generating timing reports, see Generating an upgrade timing report.

Ability to upgrade secondary Remedy platform servers in parallel

With version 9.1.03, parallel upgrade has been extended to BMC Remedy AR System and BMC Atrium Core products; you can upgrade all secondary servers in a server group environment in parallel. With this enhancement, the secondary server upgrades can be completed in less time, reducing overall upgrade time.

For more information about upgrading secondary servers, see Upgrading secondary servers.

Pentaho version upgrade

With version 9.1.03, BMC Remedy platform now supports Pentaho version 6.0.1.0. Therefore, when you upgrade BMC Remedy AR System platform, Pentaho is automatically upgraded to version 6.0.01. For new installation of BMC Remedy ITSM 9.1.03, your Pentaho upgrade is complete only after the Atrium Integration installation is completed. This is because certain Pentaho plugins are upgraded with the Atrium Integrator installation. For a list of the BMC certified plugins for Pentaho, see Certified plugins for Pentaho .

While upgrading to new version, the older version Pentaho installation is backed up in the following folder: <AR System Home>/BACKUP/<machine name>. If you developed any custom plugins for Pentaho, you must update them to comply with the Pentaho 6.0 plugins structure. After you update the plugins, you must place them at the following location of your installation directory:<AR System Home>/data-integration/plugins. For more information about developing and updating plugins, see the Pentaho documentation .             


BMC Remedy Configuration Check utility enhancements

Updated values for AR System server parameters that ensure efficient onboarding of bulk data

To ensure efficient onboarding of bulk data, the AR System server configuration parameters Filter_API_timeout, asynch_op_api_timeout, and the CAI plugin private RPC queue have new values. For a new installation, the installer defines these new values. When you upgrade to BMC Remedy ITSM version 9.1.03, the BMC Remedy Configuration Check utility for Unified Data Management (UDM) checks the values for these parameters and provides a report. For information about these checks and setting up new values, see  Unified Data Management (UDM) checks and Running the Configuration Check Utility for UDM.


BMC Remedy ITSM Suite upgrade documentation enhancements

Sample upgrade project plans

To help you get started with the upgrade planning process, the sample Microsoft Project 2013 plans provide examples of upgrade tasks based on the in-place or staged upgrade methods. To download the plans, see Sample upgrade project plans in Planning an upgrade.

Correction to zero-downtime upgrade pre-requisite and post-requisite tasks

In version 9.1.02, the zero-downtime upgrade path for server groups was deprecated and replaced by in-place upgrade for the Remedy platform. However, certain tasks are still required if you are coming from older versions of Remedy. For details, see Preparing for zero-downtime upgrade of the platform.

Also, upon completion of an in-place, zero-downtime upgrade, post-configuration steps are required. For details, see Upgrading secondary servers.

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