Upgrading BMC Digital Workplace
The BMC Digital Workplace installer supports direct upgrade to BMC Digital Workplace 19.11 from BMC Digital Workplace 18.05 Patch 1 or later.
Available upgrade paths
Considerations prior to upgrading
The following table provides information about specific scenarios that you should consider prior to upgrading to BMC Digital Workplace 19.11:
|Scenario||Consideration or action required||Additional information|
|You are using BMC Remedy ITSM 9.1.x or later.|
Upgrading to BMC Digital Workplace 19.11 restarts the BMC Remedy AR plug-in server process.
|The server restart causes a downtime of a few seconds. This allows you to schedule a planned downtime.|
You are using BMC MyIT 2.6, 3.1, 3.2, 3.3 or BMC Digital Workplace 3.3, 3.5, or 18.02.
You plan to upgrade to BMC Digital Workplace 19.11.
Before upgrading to BMC Digital Workplace 19.11, you must upgrade to BMC Digital Workplace 18.05 Patch 1 or later.
The AppZone integration is removed when you upgrade to BMC Digital Workplace 18.05.
For more information, watch the following BMC webinar. (Go to 29:07 in the video to learn about the upgrade process.)
The installer provides the option to recover from an upgrade failure. If the upgrade fails, the installer rolls back all the changes made to the database and configuration files. Rerunning the installer resumes the upgrade process from the point where the upgrade failed in the previous attempt.
- Do not exit the installer while the upgrade is in progress.
- Take a backup of the BMC Remedy AR server and BMC Digital Workplace database, indicated as a step in the upgrade process.
Stage 1: Prepare to upgrade BMC Digital Workplace
Review the system requirements
|Make sure that you meet the system requirements for this release.|
|2||Review the known and corrected issues|
Review the Release notes and notices.
|3||Complete the upgrade worksheets||Before 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.|
|4||Download the BMC Digital Workplace installation files||This topic explains how to obtain the files that you need for the upgrade from the BMC Electronic Product Distribution (EPD) site.|
|5||Make sure that the servers have either to 64-bit Java Runtime Environment (JRE) 8 or 11, or OpenJDK 11|
Make sure that you have the supported version of JRE or OpenJDK.
Take a backup of the BMC Remedy AR server database, and BMC Digital Workplace database.
To recover from any unexpected upgrade failure and resume an upgrade from the last executed stage, take a backup of the following databases:
For more information, watch the following BMC webinar. (Go to 22:39 in the video to learn about data migration.)
Stage 2: Upgrade BMC Digital Workplace
If you are on BMC Remedy IT Service Management (ITSM) 9.1.x and later, upgrading to BMC Digital Workplace 19.11 restarts the AR System plug-in server process. The server restart causes a downtime of a few seconds. Make sure to schedule this planned downtime.
|1||Resolve issues indicated by the installer, if any|
Ensure that all the following pre-install checks run by the installer are successful before proceeding with the installation:
Installation does not proceed if the pre-install check detects inconsistencies in the required components.
Do not use Xming to install the BMC Digital Workplace server. It might not perform reliably during installation. Instead, use VNC, MobaXterm, or any other client.
|3||Verifying the BMC Digital Workplace installation||Verify whether the upgrade is successful.|
Stage 3: Review BMC Digital Workplace configurations
|1||Configuring SSL for the Tomcat server|
To provide communication security among applications, configure SSL for the Apache Tomcat server. If you enabled SSL as part of the installation, SSL is already configured.
|2||Modifying ports for BMC Digital Workplace|
After the upgrade, you might need to change the ports if you did not specify an open port during installation, or if these ports are in use. These ports are used to connect the web and mobile clients to the BMC Digital Workplace server.
This topic describes how to configure the integration of Remedy Single Sign-On with BMC Digital Workplace.
BMC Remedy Single Sign-On (Remedy SSO) authentication applies to desktop and mobile clients. When a user logs in to a mobile device, the user is prompted to enter the host name and port. If the server has Remedy SSO enabled, the mobile client opens a browser to the Remedy SSO login page. The Remedy SSO server sets the SSO cookies after authentication on to the device browser. When the user relaunches the application, if the cookies are not expired, the mobile client displays the application. If the cookies are expired, the user is shown the login page again for authentication.
The BMC Digital Workplace server supports user and administrator logons. Both types of logons are authenticated with BMC Remedy Action Request System (Remedy AR System). To assign BMC Digital Workplace administration permissions to Remedy AR System users, you add the users to the MyIT Admin group in Remedy AR System. The system creates this group automatically during installation.
Administrators can grant or restrict access to the areas of the BMC Digital Workplace Admin console for other administrators.
If you use BMC Service Request Management to process requests and incidents submitted by BMC Digital Workplace users, you must create a series of service request definitions (SRDs) specifically for use with BMC Digital Workplace. You configure SRDs in the BMC Service Request Management Console.
BMC Digital Workplace enables you to customize the names of items that appear on your users' desktop browsers and mobile devices. For example, you can update the name of the service desk to My Company Service Desk.
Within BMC Digital Workplace, you can enable and disable features that you might not want to use immediately in your deployment. For example, if you are not set up to support location services, you can disable that functionality. You can also configure the settings for features such as the Contact IT button and Virtual Chat cross-launch.
You can change the settings that BMC Digital Workplace uses to connect to the following applications:
|11||Configuring multitenancy||The multitenancy feature of BMC Remedy ITSM provides the ability to segregate data by operating company and customer company.|
|12||Configuring email notifications|
To allow BMC Digital Workplace users to accept email notifications for services, you must configure your company's mail server information and verify that users have valid email accounts with the specified server. Users can then select email notifications for specific services.
|13||Setting up VM requests through BMC Cloud Lifecycle Management|
After integrating BMC Digital Workplace with BMC Cloud Lifecycle Management, BMC Digital Workplace users can view and request available VM offerings as part of the Unified Catalog. Create sections and then add BMC Cloud Lifecycle Management offerings to the section.
|14||Setting up service requests through BMC Service Request Management|
To create a service catalog, BMC Digital Workplace pulls in services, apps, VMs, and other resources available to employees from different sources, including BMC Service Request Management.
|15||Integrating BMC Digital Workplace with BMC HR Case Management|
Self-service users use BMC Digital Workplace to open HR cases and to search HR knowledge articles. BMC HR Case Management can be installed on the same server with BMC Remedy ITSM or on a separate server.
Note: The BMC HR Case Management server requires BMC Remedy Action Request System 9.1.
Stage 4: Deploy BMC Digital Workplace to users
IT users access BMC Digital Workplace through desktop and through Apple iOS and Google Android mobile clients.