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End-to-end tasks for parallel (with staging server) upgrade in a server group with overlays implemented

This topic explains the end-to-end tasks of a typical parallel (with staging server) upgrade in a server group with overlays already implemented.

Overview

In this scenario, you create a staging environment wherein you prepare the primary server in the staging environment and go live with the staging server. In this scenario, you keep the original environment intact to prevent any postupgrade issues. 

Parallel upgrade in server group with overlays

End-to-end tasks

Procedure 1: Prepare for the upgrade

StepActionAdditional information
1 Understand the different installers you need to upgrade different components For some components, you must run the same installer multiple times.
2 Review the compatibility matrix before upgrading To access the product compatibility information on the Customer Support website, you must have a Support logon.
3 Review the software and hardware requirements for upgrading BMC Atrium Core has additional requirements.
4 Complete the planning spreadsheet for an upgrade

This spreadsheet is a Microsoft Excel document that contains all of the fields and input that you must update when you run the installer.

5 Download the installation files to upgrade

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.

Ensure that you download the latest service pack and patch.

6 Prepare your database for upgrade Before you upgrade, prepare your database correctly, as described in the topics.

Back to overview

Procedure 2: Set up the staging environment

StepActionAdditional information
1

Decide which of the following

types of staging server you want to use:
  • Accelerated staging server
  • Duplicated staging server 

You can choose the server method based on your configuration.

At the end of the process, the staging server becomes the new production server.

2 Set up the accelerated staging server

If you are upgrading using the accelerated staging server method, you must create a copy of the production server database in the staging environment only. The BMC Remedy AR System server installation must then be done on the staging server against the copy of the production server database.

You must run the installer in Install mode so that the AR System server is upgraded, not reinstalled.

Set up the duplicated staging server

If you are upgrading using the duplicated staging server method, you must create an exact duplicate of your production server, installing the AR System server and all of the BMC Remedy IT Service Management suite applications and components, and any other applications such as BMC Service Impact Manager, Integration for BMC Remedy Service Desk, or BMC ProactiveNet Performance Management, before starting the upgrade. 

You must run the installer in Upgrade mode.

3

(If you are using the duplicated staging server)

Duplicate the production server installations

Ensure that you have backups of all versions listed.



Back to overview

Procedure 3: Freeze administrative changes on the primary server

StepActionAdditional information
1

Suspend all administrative operations until the upgrade is complete

Back to overview

Procedure 4: Perform a backup of the database in the production environment

StepActionAdditional information
1Perform a backup of the database in the production environment

Back to overview

Procedure 5: Restore the production database backup on the staging database

StepActionAdditional information
1 Restore the production database on the staging database The steps are different for the accelerated staging server and the duplicated staging server.
2 Review the restrictions after restoring the production database on the staging database

Do not perform the activities listed in this topic on your production server until the upgrade and delta data migration are completed successfully.

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Procedure 6: Upgrade BMC Remedy ITSM suite applications on the staging server

StepActionAdditional information
Upgrade BMC Remedy AR System Server on the staging server
1 Review the upgrading tips
2 Prepare Approval Server for upgrade
These tasks preserve customizations and ensure that definition files are updated successfully.
3 If you are upgrading from a version earlier than 7.6.03, prepare Full Text Search (FTS).
Perform these tasks only if you are upgrading from a version earlier than 7.6.03.
4 Ensure that you have enough transactional log space for an upgrade

During the upgrade, the production dataset record data is copied from the BMC Atrium CMDB BMC.CORE:BMC_BaseElement form to a new AST:Attributes form. Ensure that you have enough transactional log space to accommodate the new form.

5 Perform the BMC Remedy AR System Server upgrade

This action upgrades the BMC Remedy AR System server, Approval Server, Assignment Engine, Email Engine, and Flashboards. It also installs the following plug-ins: AREA LDAP, ARDBC, Web Services, SNMP, and FTS.

6 Adjust customizations BMC Software highly recommends that you adjust your customizations and assign the appropriate overlay type to the objects' granular sections before proceeding with the BMC Remedy AR System application upgrade.
7 If you are upgrading from BMC Remedy AR System 7.6.04 with view overlays present, perform the postupgrade steps
Perform the postupgrade before you start using the view overlay with the upgraded AR System server.
8 Compare objects after you upgraded with overlays already present

To check for differences between two sets of objects, use BMC Remedy Migrator. To examine the different objects to determine whether you will need to merge changes, use BMC Remedy Developer Studio.

To obtain a list of all of the overlay objects that were modified in the latest release, obtain the Snapshot utility (a Developer Studio plug-in). This unsupported utility is available on the BMC Developer Network.

9 Disable ServletExec after the upgrade (Windows or UNIX) If you are upgrading and you do not want to use the ServletExec application server, follow the instructions in this section to disable it.
10 Perform the Approval Server postupgrade steps If you upgraded BMC Remedy Approval Server after backing up your data and customizations, perform the steps described in this section.
11 Perform the IPv6 postupgrade steps

You must update Java paths and configuration after upgrading and changing from IPv4 to IPv6.

Upgrade BMC Atrium Core on the staging server
1 Prepare your operating system and your server before you upgrade BMC Atrium Core

All BMC Atrium Core versions have steps in common. You must comment out the entries in the armonitor and ar configuration files. Also, perform a complete health check of the AR System server and BMC Atrium CMDB.

2 Prepare the AR System server before you upgrade BMC Atrium Core and other BMC applications

The BMC Atrium Core installer prompts you to enter information about the AR System server. The steps in this topic will help you prepare your system to install the BMC Atrium Core features on the AR System server.

3 Perform procedures to improve the upgrade performance of BMC Atrium Core

After you upgrade the AR System server, perform these procedures to reduce the time required run the installer for an upgrade.

4 Perform the BMC Atrium Core upgrade

This procedure installs BMC Atrium CMDB, Reconciliation Engine, and Normalization Engine.

You cannot install BMC Atrium CMDB on a remote AR System server; you must perform the installation on the computer on which BMC Remedy AR System is installed.

5 Validate the upgrade

From the BMC Atrium Core Maintenance tool, run a health check to ensure that the upgrade was successful.

6 Review the upgrade log files

The installer writes status messages to a log file, giving a detailed account of all changes made to your data model during the upgrade. If the upgrade fails and you must run the installer again, the installer resumes after the last operation it completed, rather than repeating operations that have already been completed.

7 Identify duplicate records

The upgrade of BMC Atrium CMDB can result in duplicate records of the same virtual system. To identify those duplicate records, the upgrade installer launches a postupgrade utility called vzUtil.

8 Enable entries in the armonitor and ar configuration files Enable the entries that you commented out before the upgrade.
9 Delete obsolete directories after upgrade

When you upgrade from version 7.5 or later, you must choose a new installation directory for the upgrade that is not below the BMC_AR_SYSTEM_HOME directory. 

The old installation directory is now obsolete and should be deleted to avoid confusion. 

10 Clean up normalized CI relationships

The datamig utility cleans up the configuration items (CIs) in the staging datasets for which relationship names are normalized following the old best-practice relationship rules, and impact relationships are generated following the old best-practice impact normalization rules.

11 Perform BMC Atrium Core Web Services upgrade
  • If you have installed the earlier version of BMC Atrium Core Web Services on a separate computer, upgrade BMC Atrium Core Web Services on that computer after you have upgraded BMC Atrium CMDB on the primary stack.
  • If you have installed the earlier version of BMC Atrium Core Web Services on the same computer on which you have installed BMC Atrium CMDB, BMC Atrium Core Web Services is upgraded when you upgrade BMC Atrium CMDB.
  Perform the Atrium Integrator server upgrade

For upgrade from 8.0 to 8.1: Before running the Atrium Integrator server installation program, set Max Attach Size in the AR System Server Information window to 0 MB or 100 MB. If Max Attach Size is set to a value other than 0 MB or 100 MB, the Atrium Integrator server installation does not complete.

For upgrade from 7.6.04 to 8.1: When you upgrade Atrium Integrator 7.6.04 to 8.1, a backup of your old jobs and transformations is created and saved to the ARSystem directory. The upgrade then proceeds like a fresh installation. The backup might complete or fail at times, depending on which you may need to perform additional tasks in case of failure.

Upgrade BMC Remedy ITSM suite applications on the staging server
1 (Optional) Understand mixed version upgrades BMC Remedy ITSM Suite 8.1 introduces the ability to selectively upgrade BMC Remedy ITSM Suite applications.
2

Review this section if you are

upgrading from BMC Remedy ITSM Suite 6.0.00 or earlier applications

Upgrading a BMC Remedy ITSM Suite 6.0.00 or earlier application directly to BMC Remedy ITSM Suite 7.5.00 or later is not supported.

3

Review this section if you are

upgrading BMC Remedy ITSM Suite 7.0.03 patch 009 or later applications to BMC Remedy ITSM Suite 8.1

The BMC Remedy ITSM Suite 8.1 installer supports upgrading from the BMC Remedy ITSM Suite 7.0.03 patch 009 or later to BMC Remedy ITSM Suite 8.1.

4 Understand data changes that will happen if you are upgrading from BMC Remedy ITSM Suite 7.0.03 patch 009 to BMC Remedy ITSM Suite 8.1

This section provides information about the forms into which BMC Software loads new or modified data and about the ARX files.

For BMC Remedy ITSM Suite 7.6.04 and later, the ARX files have been consolidated to improve installer performance.

5 Review the BMC Remedy ITSM suite upgrade recommendations This section contains recommendations and steps that you must perform before upgrading.
6 Preserve your customized join forms and related views

As of BMC Remedy ITSM Suite 7.6.04, the field deletion driver scripts have been changed, and fields are now deleted using the Cascade option. This option not only deletes referenced fields, but it also deletes all associated fields in all join forms.

7 If you are upgrading from a pre-7.6.03 release, preserve your customizations to Classic views 

This section contains steps to preserve your customizations to Classic views during an upgrade from a pre-7.6.03 release of the BMC Remedy ITSM suite.

8

If you customized the BMC Remedy IT Service Management suite,

create overlays for your existing customizations

before you start the upgrade

Use the Best Practices Conversion Utility (BPCU) to create overlays and custom objects from your existing objects.

9 Perform the BMC Remedy ITSM suite application upgrade

This procedure upgrades BMC Service Desk and includes BMC Incident Management, BMC Problem Management, BMC Asset Management, BMC Change Management, and BMC Knowledge Management.

Upgrade BMC Service Level Management on the staging server
1 Review the upgrade recommendations for BMC Service Level Management
2

If you are using DB2,

review the preupgrade DB2 recommendations for BMC Service Level Management

If you are using a version of BMC Service Level Management (BMC SLM) earlier than version 7.6.04 and you want to upgrade to version 8.1, then you must upgrade your BMC SLM DB2 database by running the IBM DB2 database script.

3 Perform BMC Service Level Management upgrade

The BMC Service Level Management installer enables you to deploy BMC Service Level Management Primary Server in your IT environment.

4 Perform BMC Service Level Management Collector upgrade

The Collector is an optional component and can be omitted if you do not need to create performance- or SIM-based service targets.

5 Perform BMC Service Level Management Collection Point upgrade

The BMC Service Level Management installer enables you to deploy BMC Service Level Management Collection Point.

6 Update the multi-tenancy model The multi-tenancy update utility is integrated with the BMC Remedy IT Service Management suite and application installers. You can also start the multi-tenancy update utility manually in the following situations:
  • To install the update later, after the upgrade finishes (the installer gives this option if your environment has more than 20 million records)
  • To run the multi-tenancy updates against the migrated delta data
  • To restart the update utility, if data errors cause the utility to stop running (you must troubleshoot the data errors before restarting the update utility)
Upgrade BMC Service Request Management
1 Prepare to upgrade BMC Service Request Management
2 Import sample data when upgrading

If you change the data set before installing or upgrading, you do not need to import the data manually.

3 Perform the BMC Service Request Management upgrade

When you start the installer, you can choose one or more features to upgrade at one time. Because certain applications depend on a specific set of features, you might need to run the installer multiple times to upgrade all of the features in BMC Service Request Management.

4 Update the multi-tenancy model

The update to the multi-tenancy model is not supported if BMC Service Request Management is installed by itself as a stand-alone product or if BMC Service Request Management is installed on a mixed-version stack. 

The multi-tenancy update utility is integrated with the BMC Remedy IT Service Management suite and application installers. You can also start the multi-tenancy update utility manually in the following situations:

  • To install the update later, after the upgrade finishes (the installer gives this option if your environment has more than 20 million records)
  • To run the multi-tenancy updates against the migrated delta data
  • To restart the update utility, if data errors cause the utility to stop running (you must troubleshoot the data errors before restarting the update utility)
5 Complete the upgrade

6 Upgrade the Product Ordering PDT

After you upgrade from BMC Service Request Management 8.0.00 or 8.1.00 to version 8.1.01 or later, you can decide whether to configure your Product Ordering service request definitions (SRDs) to use the new Product Ordering process definition template (PDT).

7 Upgrade Data Visualization modules

If you are upgrading from BMC Service Request Management 2.2.00 to BMC Service Request Management 8.1.00, you must also upgrade the Data Visualization modules used in the Request Entry Console and Visual Process views.

8 Reconcile custom AIF workflows

When upgrading from BMC Service Request Management 7.6.04 to 8.1.00, you must reconcile the custom advanced interface form (AIF) workflows.

9 Export and import data between different versions of the application

Importing data from BMC Service Request Management versions earlier than 7.6.03 directly into BMC Service Request Management 8.1.00 is not supported.

To export BMC Service Request Management data from versions earlier than 7.6.03, you must first upgrade the application to BMC Service Request Management 7.6.03 (or later). You can then export the data from that system and import it to a BMC Service Request Management 8.1.00 system.

Perform the database backup
Perform the postupgrade configuration steps
1 Rebuild join forms that were deleted before an upgrade If join forms were deleted before an upgrade, you can rebuild them.
2 Identify and correct invalid field mappings in join forms

When you upgrade the BMC Remedy ITSM suite, if the installer detects invalid field mappings, you can refer to the CIDataMig.log file to identify the forms and fields that require correction.

3 Rebuild customizations before deleting BMC Remedy ITSM suite attributes from the BMC Atrium CMDB

You must rebuild your customizations before you can delete all of the BMC Remedy ITSM suite attributes from the BMC Atrium CMDB while performing an upgrade.

Back up the upgraded staging server database  

Back to overview

 Procedure 7: Perform the postupgrade steps 

StepActionAdditional information
1

Perform feature and functionality validation and performance testing

2

Restore the backed-up, upgraded staging server database after the testing is complete.

3

Perform any required changes based on issues found in testing.

4Back up the postconfigured staging server database. You might need a stable point to revert to, if delta data migration has issues.

Back to overview

 Procedure 8: Perform the delta data migration 

StepActionAdditional information
1 Understand the supported migration paths This topic lists the earliest version from which a product can be migrated to the current version. 
2 Verify the minimum infrastructure requirements This topic describes the minimum infrastructure required for system and database migration.
3 Install BMC Remedy Migrator for migrating delta data
  • You must have administrator privileges for the machine on which you are installing BMC Remedy Migrator. You must install BMC Remedy Migrator 8.1 and the latest binary fix to perform the full migration.
  • Always download and install the latest BMC Remedy Migrator version available when you are migrating delta data.
4 Prepare the source and destination servers for delta data migration

After the upgrade is complete and customizations are reapplied, the environment is ready for delta data migration. Perform the procedures to prepare your source and destination servers for the Delta Data Migration tool.

5 Perform the delta data migration
  • Use the same Admin user account to log on to both servers.
  • You can run the Delta Data Migration tool one time or multiple times. BMC recommends that you run the tool at least twice: once before you start your production outage, and again after the production outage begins.
6 Review the migration results and resolve issues
7 Complete the postmigration procedures

After a successful migration, back up the staging server database.

Back to overview

 Procedure 9: Freeze user activity 

StepActionAdditional information
1 Update the Administrator-Only setting

This setting enables only administrators and sub-administrators to access BMC Remedy AR System. Users who are not administrators or sub-administrators cannot perform any BMC Remedy AR System operations. Administrator-Only mode is useful during system maintenance. By default, this option is not selected.Only administrators (not sub-administrators) can set Administrator-Only mode. After an administrator sets this option, sub-administrators can access only forms for which they have permission.

Back to overview

Procedure 10: Perform the delta data migration

StepActionAdditional information
1 Perform the delta data migration
  • Use the same Admin user account to log on to both servers.
  • You can run the Delta Data Migration tool one time or multiple times. BMC recommends that you run the tool at least twice: once before you start your production outage, and again after the production outage begins.
2 Review the migration results and resolve issues
3 Complete the postmigration procedures

After successful migration, back up the staging server database.

Back to overview

 Procedure 11: Upgrade BMC Remedy Mid Tier

StepActionAdditional information
1 Perform the BMC Remedy Mid Tier upgrade

Use the BMC Remedy AR System installer.

Back to overview

 Procedure 12: Upgrade the secondary servers

StepActionAdditional information
1Follow the steps listed in the Procedure 6.

You must point the secondary server to the new production (staging server) database.

Back to overview

Procedure 13: Push to production

StepActionAdditional information
1 Test and promote the staging server with overlays to production

Validate the upgrade on the staging server with user acceptance testing (UAT).

;Back to overview

 Procedure 14: Go live for users 

StepActionAdditional information
1 Update the Administrator-Only setting

You must disable Administrator-Only mode.

Back to overview

Troubleshooting

The following table lists topics you can refer to for troubleshooting installation issues.

ComponentTopic
BMC Remedy AR System

For known and corrected issues, see:

Installation and upgrade known and corrected issues

For troubleshooting tips, see:

Troubleshooting BMC Remedy AR System installation, migration, or upgrade

For logging information, see:

Working with logs

For error message description, see:

Working with error messages
BMC Atrium Core

For known and corrected issues, see:

Install and upgrade known and corrected issues

and

Atrium Integrator known and corrected issues

For troubleshooting tips, see:

BMC Atrium Core upgrade issues

For logging information, see:

Working with logs

For error message descriptions, see:

Working with error messages
BMC Remedy ITSM suite

For known and corrected issues, see:

BMC Remedy ITSM Suite installer issues

For troubleshooting tips, see:

Troubleshooting the installation

For logging information, see:

Working with logs

For error message description, see:

 Working with error messages
BMC Service Level Management

For known and corrected issues, see:

Installation and upgrade issues

For troubleshooting tips, see:

Troubleshooting the installation

For logging information, see:

Working with logs
BMC Service Request Management

For known and corrected issues, see:

Installation issues

For troubleshooting tips, see:

Troubleshooting the installation, migration, or upgrade

For logging information, see:

Working with logs

Back to overview

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