The BMC Remedy with Smart IT (Smart IT) and BMC MyIT installer supports direct upgrade to Smart IT 1.4 and MyIT 3.1 from the following versions:
Smart IT 1.1, 1.2, 1.3, 1.3 SP1
If you are at a version prior to Smart IT 1.1, you must first upgrade to Smart IT 1.1, after which you can upgrade directly to Smart IT 1.4.
MyIT 2.5, 2.6, 3.0, 3.0 SP1
If you are at BMC MyIT 2.2, you must first upgrade to BMC MyIT 2.5, after which you can upgrade directly to BMC MyIT 3.1.
BMC MyIT and BMC Remedy with Smart IT (Smart IT) use the same server and share the same installer. This topic describes the general upgrade process.
BMC recommends installing BMC MyIT and Smart IT on a dedicated server. To avoid performance issues, do not install BMC MyIT and Smart IT on servers that host other applications such as BMC Remedy Mid Tier.
BMC Remedy Smart IT and My IT upgrade comprises of the following stages:
Stage 5: Review Smart IT configurations (Links in this table will direct you to the Smart IT online documentation.)
Also see the Related topics.
Stage 1: Plan the Smart IT and BMC MyIT deployment
Review system requirements
|2||Review the known and corrected issues|
Review the following release notes:
When viewing the latest version of a product on the Electronic Product Download (EPD) site, you see only the components (including licensed add-ons) that are covered under the licenses associated with your Support ID or EPD profile.
This topic explains how to obtain the files that you need for installation from the BMC Electronic Product Distribution (EPD) site.
Note: The license for Smart IT is included in the license for BMC Remedy ITSM Suite, BMC Remedy Service Desk, or BMC Remedy OnDemand. You do not need a separate license.
|5||Review the guidelines.|
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.
Stage 2: Perform pre-upgrade procedures for Smart IT and BMC MyIT
|If your BMC Remedy ITSM environment includes customized data on the SYS:Notification Messages form, you must back up these customizations. Examples of customized data include changing the email notification content or disabling any of the email notifications. Smart IT overwrites some of the BMC Remedy ITSM data on the |
Before you upgrade Smart IT or BMC MyIT, you must install the Smart IT MyIT User Experience patch. This patch enables BMC Remedy IT Service Management (BMC Remedy ITSM) to work with Smart IT and BMC MyIT. 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 will not work in either Smart IT or BMC MyIT. The installation applies required BMC Remedy ITSM patches.
Note: Openfire chat is used only by Smart IT.
If your organization uses the Chat feature extensively, you can run Chat (Openfire) on a remote server to improve performance.
|4||Upgrade to 64-bit Java Runtime Environment (JRE) 8|
Upgrade to JRE 8 on all the servers where you have Smart IT and MyIT installed.
Note: Smart IT/MyIT supports Oracle JRE version 1.8.x or higher only and not OpenJDK.
Note: This is specific to Smart IT.
If your environment uses BMC Service Request Management, ensure that the People records for non-support staff include a login ID. Service requests cannot be submitted for a customer who has a People record with no login ID.
Service requests cannot be submitted, because the Smart Recorder uses the login ID to show available service request templates for that person.
|6||Back up BMC AR Server database and Smart IT and BMC 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 MyIT database and BMC Remedy AR Server database.|
Stage 3: Upgrade Smart IT and BMC MyIT
The bundled MongoDB version can only be used for a fresh installation. In an upgrade scenario, the MongoDB is not upgraded automatically by the installer. In an upgrade scenario, you must manually upgrade the MongoDB.
|Do not use Xming to install the Smart IT and BMC MyIT server, because it might not perform reliably during installation. Instead, use VNC, MobaXterm, or any other client.|
|3||Verify whether the upgrade is successful.|
Stage 4: Review Smart IT and BMC MyIT configurations
After installing or upgrading Smart IT or BMC MyIT, location maps will not appear. In order to display location maps, follow the procedure to obtain and enable a supported maps license.
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.
|3||Post-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 Smart IT clients to the Smart IT server.|
This topic describes how to configure the integration of LDAP for broadcasting with Smart IT and BMC MyIT.
You can integrate Smart IT and BMC MyIT with LDAP so that you can distribute broadcasts to your LDAP distribution groups. If configured, these groups are also used when on the BMC MyIT Administration console.
This topic describes how to configure the integration of BMC Remedy Single Sign-On with Smart IT and BMC MyIT.
BMC Remedy Single Sign-On authentication applies to both the universal client and to mobile applications. When a user logs on to a mobile device, the user is prompted to enter the hostname and port. If the server has SSO enabled, the mobile client opens a browser to the SSO login page. The 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.
Stage 5: Review Smart IT configurations
Links in this table will direct you to the Smart IT online documentation.
|1||The information shown on timelines and feeds is uploaded from BMC Remedy IT Service Management (BMC Remedy ITSM) and processed by the Social Server. To import the existing BMC Remedy ITSM data into the Social Server, use the BMC Remedy with Smart IT onboarding utility.|
|2||If your organization does not use collision management or impact analysis functionality for Change Management, you can choose to disable these features.|
|3||To give users access to Smart IT, assign them the required user permissions.|
You might have custom fields defined for BMC Remedy IT Service Management, that you would like to display in the Smart IT user interface. You might also want to display out-of-the-box BMC Remedy ITSM fields that are not shown by default in Smart IT.
When you add custom fields, they appear in the area that you specify in Screen Configuration. For example, you can add a custom field to the Assignment area of the Incident View. The custom field then appears in incident ticket details, with the assignment information. If you add custom fields to the Person Profile, those fields also appear in the customer information displayed in the Smart Recorder.
|5||Full text search (FTS) is an optional feature that you can install with the BMC Remedy AR System server. To use FTS with Smart IT, you must install BMC Remedy Knowledge Management, even if you do not plan to create knowledge articles. To use the complete FTS capability, you must configure and enable the feature.|
|6||Complete the procedure to enable a secure sockets layer (SSL) for the Openfire chat server that runs with BMC Remedy with Smart IT (Smart IT).|
|7||If your help desk phone system integrates with other web tools, you can configure it to start Smart Recorder directly from the phone system UI.|
|8||Configure your notifications. You can choose to use BMC Remedy ITSM notifications, for example if you have customized notifications. You can enable localized Smart IT notifications for mobile clients.|
|9||Configure whether users automatically receive updates for new knowledge articles, incidents, work orders, tasks, service requests, change requests, and broadcasts that they create. By default, users only receive updates for new knowledge articles that they create.|
|10||Configure security options. Limit the types of files that users can attach to Smart IT records. If you have Openfire chat installed, edit the openfire/conf/cross-domain-policy.xml file to only allow access to data from a specific domain (or domains).|
|11||If your organization does not use BMC Service Request Management, BMC Work Order Management, BMC Change Management, or BMC Problem Management in Smart IT, you can choose to disable these application modules.|
|12||By default, Smart Recorder locates customer profiles by assuming a "first name, last name" order when you enter the person's name. You can configure Smart IT so that the Smart Recorder searches by the customer's last name as well as the first name.|
|13||When you install Smart IT 1.4, a new Sandbox Job Calls setting is added to the AST:AppSettings form. This setting controls how reconciliation calls (requests) are processed for assets.|
Stage 6: Review BMC MyIT configurations
|The BMC MyIT server supports both user and administrator logons. Both types of logons are authenticated using BMC Remedy Action Request AR System (BMC Remedy AR System). To assign BMC MyIT administration permissions to BMC Remedy AR System users, you add the users to the MyIT Admin group in BMC Remedy AR System. The system creates this group automatically during installation.|
|Administrators can grant or restrict access to the areas of the BMC MyIT Administration Console for other administrator.|
|If you use BMC Service Request Management to process requests and incidents submitted by BMC MyIT users, you must create a series of service request definitions (SRDs) specifically for use with BMC MyIT. You configure SRDs in the BMC Service Request Management Console.|
|BMC MyIT 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 MyIT, 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 App Store cross launch and Content Locker cross launch.|
You can change the settings that BMC MyIT uses to connect to the following applications:
|8||The multitenancy feature of BMC Remedy IT Service Management (BMC Remedy ITSM) provides the ability to segregate data by operating company and customer company.|
|9||To allow BMC MyIT 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.|
Stage 7: Review deployment of Smart IT and BMC MyIT to users
|1||IT users access Smart IT and BMC MyIT through Apple iOS and Google Android mobile clients, as well as through the universal client. The universal client provides access through a web browser.|
You can use one of the following methods to deploy the BMC Smart IT and BMC MyIT applications to your users: