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Use the following procedure to prepare for an upgrade of BMC Virtual Agent.

To prepare for upgrade

  1. Verify that your system meets the minimum system requirements. For more information, see System requirements.
  2. Review the Known and corrected issues for workarounds with known installation and upgrade issues.
  3. Back up the BMC Remedy AR System database.
  4. Back up any BMC Virtual Agent customized files. Specifically, back up the following files:
    • web.xml (Program D file)
    • Customized AIML files
      After the upgrade completes, copy the customized AIML files to the $BMC_VIRTUAL_AGENT_HOME$\VirualAgentComponents\var\programd\aiml\ directory.
    • (Version 8.1.00 only) pluginsvr_config.xml

      For version 8.1.01, the BMC Virtual Agent installer automatically backs up the following files. The web.xml file is not automatically backed up. You do not have to back up these files manually:

        • ar.cfg
        • pluginsvr_config.xml


  5. In the Self Service Portal Configuration pane, delete all the interfaces except for Language - Global. 
    1. Click Show Disabled.
      The following image shows the interfaces to delete.

      SSP delete interfaces

    2. Select an interface.
    3. Click Modify.
    4. Set the Status to Delete.
    5. Click Save.
    6. Repeat steps b-e for the remaining interfaces.

Where to go from here

Downloading the installation files

Related topic

Performing the upgrade