This documentation applies to the 8.1 version of Remedy IT Service Management Suite, which is in "End of Version Support." You will not be able to leave comments.

To view the latest version, select the version from the Product version menu.

BMC Remedy ITSM upgrade recommendations

Note

BMC does not support upgrades to 8.1 on single virtual CPU (vCPU) systems running the AR System server and database. You must have at least two vCPU systems and 8 GB of RAM. For BMC sizing guidelines and performance benchmarks, see AR System hardware requirements for upgrades.

Important

If you are upgrading any combination of BMC Remedy IT Service Management, BMC Service Level Management, and BMC Service Request Management, use the following upgrade sequence:

  1. BMC Remedy IT Service Management
  2. BMC Service Request Management
  3. BMC Service Level Management

But if you are upgrading from BMC Service Level Management 7.5 or earlier, use the following sequence (due to a known integration issue):

  1. BMC Remedy IT Service Management
  2. BMC Service Level Management
  3. BMC Service Request Management

BMC recommends that you perform the following steps before performing an upgrade:

  1. Review the group IDs of any custom groups that you created.
    Make sure that none of them fall within the group IDs that are reserved by BMC Remedy AR System. Otherwise, you will not be able to successfully import the sample data.
  2. Disable the Object Modification Logging parameter. This reduces the time taken to complete the upgrade. To disable this parameter, click Server Information > Version Control > Object Modification Log.
  3. Disable the Object Reservation parameter. This parameter enables users to reserve server objects. If objects remain reserved during the upgrade, the AR System Server prevents other users, such as the person performing the upgrade, from modifying them.
    To disable this parameter, click Server Information > Version Control > Object Reservation.
  4. For Oracle databases, set the value of the Oracle CLOB option to inrow.
    For more information, see Using Oracle CLOBs with BMC Remedy AR System.
  5. Ensure that the following form fields have a listed initial database size (not zero length).

    Note

    Some of these fields are hidden. In Developer Studio, click Show Fields Not In View to see them.

    If they do not, modify the fields before you perform the upgrade. If the AR System Server and BMC Remedy Developer Studio are at least version 7.6.04, modify the fields in Base Development Mode in Developer Studio. This will ensure that no unnecessary Overlays are created.

    Form name

    Field name

    Field ID

    Field length

    NTE:Notifier Log

    Notification Text

    1000000820

    3964

    NTE:Notifier Log

    Email Message Body

    1000000827

    3964

    SYS:Action

    ID01 ReconciliationIdentity

    1000005892

    255

    SYS:Action

    ID02 ReconciliationIdentity

    1000005893

    255

    HPD:Help Desk

    SLMEventLookupTblKeyword

    301788500

    255

    HPD:Help Desk

    SLMLookupTblKeyword

    301610100

    255

  6. Enable the Record Object Relationship feature. This is used to detect whether any custom workflow objects use the BMC Remedy ITSM attributes that will be moved out of the Configuration Management Database.
    If this feature is not enabled, the upgrade does not delete the BMC Remedy ITSM attributes from the Configuration Management Database. You can run the installer again to delete the ITSM attributes later.

    Note

    You must restart the AR System Server after making these changes.

  7. Back up your overlay objects before continuing with the upgrade. If you have not previously preserved your customizations through overlays, use the BMC Remedy Best Practice Conversion utility. For more information, see Creating overlays with the Best Practice Conversion Utility.
  8. Before performing an upgrade, make sure that all notifications have been processed.
  9. Archive or purge the data from the following forms that accumulate non-functional data, if the data is not required:
    • NTE:Notifier
    • CAI:Events
    • CAI:EventParams
    • CFG:Business Holidays Storage
    • Business Time Holidays
    • DLD:SYS:DataLoadStatus
    • DLD:SYS:DataWizardStatus
    • NTE:SYS-NT Process control (Remove unprocessed records only)
    • NTE:SYS NT (Remove only records older than one day)
    • SYS:Action
    • RE:Job_Runs
    • RE:Job_Events
    • Server Events
    • FB:History
    • SLM:SLAComplianceContracts
    • Classcount
    • CFB:change Status

      Note

      For more information on archiving form data, see Archiving data.

  10. (Optional) Identify customer compliance requirements and remove any excess audit data.
  11. Ensure that the DB Buffer Cache has a sufficiently large value. BMC recommends setting the value of sga_target to 1 GB or 2 GB, and the value of db_cache_size to 1.5 GB.
  12. Disable escalations on the AR System Server under the AR System Administration Console. (Note - Enable escalations prior to go live or testing the functionality)
  13. Comment the following application processes in the armonitor file located in the CONF folder:
    • Arrecond
    • Arcmdbd
    • emaild
    • arsvcdsp
    • slmcollsvc
    • slmbrsvc

      Note

      • Uncomment these application processes before you go live with the upgrade or test upgraded functionality. Writer comment - Added as a part of SW00456735 fix)
      • You must restart the AR System Server after making these changes.
  14. Ensure that the value of the server_port parameter in the <ARInstallDir>/pluginsvr/pluginsvr_config.xml file is the same as the value of the TCD-Specific-Port parameter in the <ARInstallDir>\Conf\ar.cfg file (Windows) or the <ARInstallDir>/conf/ar.conf file (UNIX).
  15. Comment out references to the Approval Server plug-in as follows:
    1. In the ar.cfg (ar.conf) file, comment out the Server-Plugin-Alias entry for ARSYS.ARDBC.PREVIEW.
    2. In the primary pluginsvr_config.xml file in the ARSystemInstallDir\ARSystem\pluginsvr directory, comment out the Approval Server plug-in.
      Comment out all lines, including the <plugin></plugin> tags
       <plugin>
            <name>ARSYS.ARDBC.PREVIEW</name>
            <pathelement type="location">C:/Program Files/BMC Software/ARSystem/approval/bin/arasj80_build002.jar</pathelement>
            <classname>com.bmc.arsys.approval.main.ApprovalPlugin</classname>
            <pathelement type="location">C:/Program Files/BMC Software/ARSystem/arserver/api/lib/arcmnapp80_build002.jar</pathelement>
            <pathelement type="location">C:/Program Files/BMC Software/ARSystem/arserver/api/lib/arutil80_build002.jar</pathelement>
      </plugin>
      

      Note

      You must restart the AR System Server after making these changes.

  16. Ensure that there are sufficient resources for the following:
    • Disk space
    • Database space
    • Database temporary space
    • Logical log space

      Note

      As a rule of thumb, your temporary space should be 1.5 times the size of the largest table in the database.

  17. If you are upgrading to BMC Change Management 8.0.00 or later and you have more than 10000 non-closed change requests, perform the following steps:
    1. Open the Server Information page and then click the Advanced tab.
    2. Set the value of Maximum Filters for an operation parameter to the number of open change requests * 50.
      For more information, see SW00445817 in Known and corrected issues.
  18. If you are upgrading from a version of BMC Service Level Management prior to version 7.5.x. and you have created service targets, delete the join forms that were created by the application, such as HPD:HelpDesk_SLA and SRM:Request_SLA.
    If you are upgrading only BMC Service Level Management (and not ITSM), this step is not necessary.
    After you finish the upgrade, you will need to rebuild these join forms. (See Rebuilding join forms that were deleted before an upgrade.)
    For more information, refer to knowledge article KA326142 before performing the upgrade.
  19. If you are installing BMC Remedy ITSM in a server group environment, refer to the BMC Remedy IT Service Management Suite Installing and Configuring Server Groups White Paper. You can also refer to knowledge article KA323258.
  20. Ensure that your hardware meets the minimum requirements. For more information, see System requirements.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Comments

  1. Ben Kolp

    Hello,

    In item number 9 regarding archiving or purging data, the ninth form "NTE:SYS NT" doesn't seem to exist. Is this a typo or a form only installed in certain circumstances?

    Same question for the forms "Classcount", "CFB:change Status", and "SLM:SLAComplianceContracts".

     

    Also, how are you supposed to tell which records are processed or unprocessed in the form "NTE:SYS-NT Process control"? The eighth form listed. 

    Thanks

    May 09, 2014 10:10
    1. Bruce Cane

      Ben,

      I'll make sure the subject matter expert who created the content on this page sees your comment.

      Thanks.

      -Bruce.

      May 09, 2014 11:32
    1. Kelly Logan

      Are we still waiting on an answer to this?

      Could the form that is supposed to be purged be "SLM:SLACompliance" instead?

      Oct 01, 2014 05:27
      1. Ben Kolp

        I have not received an answer to my questions and I'm unsure which form should be purged.

        Oct 02, 2014 06:47
        1. Bruce Cane

          I did not realise that this question had not been addressed by the person who owns the content. I have escalated it. Please let me know if you don't receive a response by the middle of next week.

          Oct 03, 2014 02:45
      1. Hemant Baliwala

        Hi Ben\Kelly, 

        I am working with the SME on this comment. It will take us couple of days to verify the information and update the topic. 

        Thanks, 

        Hemant

        Oct 06, 2014 03:19
  2. Ben Kolp

    Bruce,

    Can you add to the list of forms that may have a typo "SLM:SLAComplianceContracts". I'm unable to find it in our system.

    Thanks,

    Ben

    May 09, 2014 12:54
    1. Bruce Cane

      No problem Ben, I was able to edit your first note and add: SLM:SLAComplianceContracts. 

      When the SME looks at your original note, he should see a complete list of forms that you are asking about.

      Let me know if you find others and I can do the same.

      May 09, 2014 03:03
  3. Donna Mirandilla

    Hi,

    Just wondering if you could be able to help me also regarding the below:

    We have Remedy environment v8 which has been upgraded to 8.1. We have developed a custom form however the migrated form does not look like the original and certain Menus cannot be migrated.

     Would you be able to advise if and how migrator can be used to migrate customisations and ensure consistent environments?

    Thank you in advance for your help! (smile)

    Jun 03, 2014 12:59
    1. Hemant Baliwala

      Hi Donna, 

      Thanks for your comment. I am discussing this with our SME. Will get back to you ASAP. 

      Thanks, 

      Hemant

      Jun 03, 2014 06:07
  4. Donna Mirandilla

    Thanks Hermant!

    I appreciate your help! (smile)

    Kind Regards,

    Donna

    Jun 03, 2014 06:17
  5. Hemant Baliwala

    Hi Donna,

    Please try the following steps:

    1. Open the Migrator and go to:
      Tools>Options> Migration> Required Options
    2. Set the Migrate Required Menus to Yes.
    3. Save your changes.
    4. Right-click on the form which you want to migrate.
    5. Click Migrate form and related objects.
       
    6. Proceed with the migration steps.

    I hope this helps. I think you have also started a community post. 

    Regards, 

    Hemant

    Jun 04, 2014 04:08
  6. Donna Mirandilla

    Hi Hermant,

    Thanks for your inputs regarding this. I will let you know how it goes (smile) 

    Regards,

    Donna

    Jun 04, 2014 04:11
  7. Donna Mirandilla

    Hi Hermant,

    Done that however is it seems that it does not worked.

    Nevertheless, thank you for your help! =)

    Jun 04, 2014 10:54
  8. Vinod Gaidhani

    Hi,

    I am in a process of upgrading ITSM 7.6 to ITSM 8.1.

    As we are not using SRM as of now, requirement is to install SRM as well. Can anyone please confirm if below sequence is valid for my requirement:

    1. BMC Remedy IT Service Management [Upgrade to 8.1]
    2. BMC Service Request Management [Install 8.1]
    3. BMC Service Level Management [Upgrade to 8.1]

    Please confirm.

    Jul 28, 2014 07:13
    1. Bruce Cane

      I'll pass your question along to the person who looks after this page.

      Jul 29, 2014 09:39
      1. Vinod Gaidhani

        Hi Bruce,

        Any response on my query?

        Appreciate your help.

        Aug 07, 2014 05:36
        1. Hemant Baliwala

          Hi Vinod, 

          Sorry i missed to respond. 

          Please refer to the following topic for end-to-end steps. 

          https://docs.bmc.com/docs/display/public/itsm81/Planning+the+upgrade#Planningtheupgrade-Upgradescenarios

          Thanks, 

          Hemant

          Aug 07, 2014 07:55
          1. Vinod Gaidhani

            Hi Hemant,

            Thanks for your reply. Link provided doesnt resolve my question. My main concern is that as we dont have SRM in our environment, should we install SRM and then upgrade SLM or otherway around. Can you please confirm.

            Aug 07, 2014 08:29
            1. Hemant Baliwala

              Hi Vinod, 

              You must first upgrade all your existing components and the perform fresh installation of new ones. So in your case, upgrade SLM and then do a fresh install of SRM. 

              Thanks,

              Hemant

              Aug 08, 2014 04:04
              1. Vinod Gaidhani

                Thanks a lot Hemant. Really appreceate your help on this.

                Aug 08, 2014 04:06