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.



Upgrading BMC Service Request Management

After you upgrade BMC Remedy ITSM, upgrade BMC Service Request Management and the Data Visualization modules.

In this topic

Before you upgrade BMC Service Request Management

In Centralized Configuration, under the com.bmc.cmdb.server setting, turn off the Normalization Engine by setting CMDB-Inline-Normalization to F. For details about Centralized Configuration, see  Centralized Configuration .

 This will disable normalization on the AR System server.

BMC Service Request Management upgrade

You can choose to perform the upgrade in phases or all at once. Upgrading in phases enables you to perform configuration checks and validations, resolve any issues, and capture the installation options before you start the actual upgrade, which requires and outage. By upgrading in phases, you can keep the outage of your environment to minimum, thereby reducing the downtime of your system.

Use one of the following methods to upgrade:

After you upgrade BMC Service Request Management

Perform the tasks in Completing the BMC Service Request Management upgrade.

 Process overview

TaskActionAdditional information
1.Refresh the Data Visualization modules.

If you are upgrading BMC Service Request Management, you must also refresh the Data Visualization modules used in the Request Entry Console and Visual Process views.

2.Update the Product Ordering PDT.

After you upgrade from BMC Service Request Management 8.0.00 or 8.1.00, you can decide whether to configure your Product Ordering service request definitions (SRDs) to use the new Product Ordering process definition template (PDT).

3.Reconcile custom AIF workflows.

When upgrading from BMC Service Request Management 7.6.04, you must reconcile the custom advanced interface form (AIF) workflows.

4.Configure the CAI integration after upgrading BMC Service Request Management from version 7.6.04.

If you upgrade BMC Service Request Management from version 7.6.04, you must update the Server field in the CAI application registry form to use the @ symbol in place of a server name, so that integrations with BMC Remedy IT Service Management (ITSM) applications continue to work correctly.

Where to go from here

Next task
Up to process

When you have finished upgrading the applications, return to the appropriate upgrade process:

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