This documentation supports the 18.02 version of BMC Digital Workplace. To view the latest version, select the version from the Product version menu.

Preparing for upgrade

Complete the following tasks:   

TaskActionAdditional information

Review the system requirements

Make sure that you meet the system requirements for this release.
2Review the known and corrected issues

Review the following release notes:

  • Release notes and notices
  • Smart IT 2.0 release notes and notices
3Download the BMC Digital Workplace and Smart IT installation filesThis topic explains how to obtain the files that you need for installation from the BMC Electronic Product Distribution (EPD) site.

Review the  Smart IT performance guidelines in the Remedy with Smart IT documentation.

BMC has conducted an analysis of various performance test results and provided performance benchmarking methodology and environment. The recommendations from these tests are validated by the test results.
5Complete the upgrade worksheetsBefore you start installing the products, you must gather information about the parameters that the installer requires for each product. The planning spreadsheet provided in this section helps you gather these parameter values. To avoid installation errors, refer to this spreadsheet when you run the installation.

Apply patch 1 for BMC Remedy AR System 9.1.04

This patch enables cognitive service management and offers the capabilities to migrate Remedy with Smart IT 2.0 definitions from the development environment to production environment.

(If upgrading from a version earlier than BMC Digital Workplace 3.3.02 or upgrading to Smart IT 2.0) Install the User Experience patch

Before you upgrade BMC Digital Workplace and Smart IT, you must install the User Experience patch. This patch enables  BMC Remedy IT Service Management (BMC Remedy ITSM) to work with Smart IT and BMC Digital Workplace. For Smart IT, this patch enables viewing incidents, requests, approvals, and so on in the timeline and activity feed. Without this patch, timelines, email notifications, and social features do not work in either Smart IT or BMC Digital Workplace. The installation applies required BMC Remedy ITSM patches.


Upgrading Openfire chat to version 4.0.2 in the Remedy with Smart IT documentation.

Openfire chat 4.0.2 is compatible with Smart IT 2.0.

9Upgrade to 64-bit Java Runtime Environment (JRE) 8.Upgrade to JRE 8 on all the servers where you have Smart IT and BMC Digital Workplace installed.
10Take a backup of BMC Remedy AR server database and Smart IT and MyIT database.To recover from any unexpected upgrade failure and resume upgrade from the last executed stage, take a back up of BMC Remedy with Smart IT and BMC Digital Workplace database and BMC Remedy AR Server database.

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