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Managing the multi-tenancy update

Use the Application Maintenance console to manage the multi-tenancy update.

Note

For BMC Remedy IT Service Management 8.1.00 and BMC Atrium Core 8.1.00, use this console only to manage updates to the multi-tenancy model.

Opening the Application Maintenance console

  1. Log on to the BMC Remedy ITSM application as an administrator.
  2. From the Home page Applications list, select Administrator console > Application Administration console.
  3. Click the Custom Configuration tab.
  4. Select Foundation > Advanced Options > Application Maintenance console, and then click Open.
    The Application Maintenance console opens, as shown in the following figure:

    Click the following figure to expand it.

Note

For a description of the Application Maintenance console UI, see Application Maintenance console UI description.

Controlling which records or fields are processed by the multi-tenancy update

Use the following procedures to protect customizations on specific forms, or on Field ID 60900, from being overwritten by the multi-tenancy update.

Moving a form offline

To protect the multi-tenancy customizations on a form, move the form offline.

To move a form offline

  1. In the table on the Application Maintenance console, locate the row for the form that you need to move offline.

    Tip

    Check the Form column for the name of the form. If you do not see the form, verify that the correct application is selected in the View By menu.

  2. Select the row and click Online/Offline.
    The Yes value in the Online? column is no longer visible.

If you need move the form back online, repeat the preceding steps. The Online/Offline button is a toggle. When the form is back online, the value Yes appears in the Online? column.

Updating only Field ID 112

The default behavior of the multi-tenancy update utility is to apply changes to Field ID 112 and Field ID 60900. If you have a customized multi-tenancy model, however, depending on your customization, a change to Field ID 60900 might make information visible that previously was hidden. In such cases, you can choose to protect Field ID 60900 from being updated on certain, main forms. For a list of these forms, see Forms on which you can update only Field ID 112.

For some forms, BMC ships the multi-tenancy update utility with two sets of SQL update statements. The first set of SQL statements applies the multi-tenancy updates to Field ID 112 and Field ID 60900. Those are the SQL statements that run by default. The second set of SQL statements updates only Field ID 112. Using the Application Maintenance console, you can tell the update utility to run some or all of the alternate SQL scripts.

To update only form ID 112

  1. In the Formcolumn of the Application Maintenance console, locate and then select the entry for the form on which you want to update only Field ID 112.

    Note

    For each form listed in Forms on which you can update only Field ID 112, there are two records with the same sequence number. One record has an Online? status of Yes, and the other has no Online? status. Select the record with the Online? status of Yes.

  2. At the bottom of the console table, click Toggle MT SQL Data.
    The Online? status of the selected record changes to no status, and the status of the adjacent record changes to Yes.
  3. Repeat this procedure for any other form for which you want to update only Field ID 112.

Forms on which you can update only Field ID 112

 List of forms

AAS:Activity
AST:PurchaseRequisition
AST:PurchaseReturn
AST:Schedule Criteria
CBK:ChargeBack
CBK:ChargeBackStatusMessages
CBK:ConfigCBKTimePeriods
CBK:GenerateChargeBackStatus
CBK:TimePeriods
CHG:Infrastructure Change
CTR:ContractBase
PBM:Known Error
RMS:Release
SRM:Request
TMS:Task
WOI:WorkOrder

Checking the status of the multi-tenancy update

You can use the Application Maintenance console to check for the following types of information.

Information

Action

Form currently being processed

Check the Status column in the console table for the form with the status of Executing.

Data errors

If the update stops running because of a data error, check the Status column in the console table for the form with the status of Fail. This is the record with the data error. Perform your troubleshooting diagnosis on this form.

Number of records to process for a given form

Click Refresh Counts and then, in the console table, check the number in the Records to Update column of the form that has the status of Executing.

Forms already processed

Check the Status column in the console table for forms with the status of Successful.

Forms waiting to be processed

Check the Status column in the console table for forms with the status of Pending.

Note

For a description of the columns and other UI controls, see Application Maintenance console UI description.

Investigating multi-tenancy update processing issues

If you receive a message from the multi-tenancy update that it has stopped running because of a data error, you begin your investigation of the issue on the Application Maintenance console.

To investigate processing issues

  1. In the table on the Application Maintenance console, locate the form with the status of Failed and note the form name in the Form column.
  2. Use the information in Troubleshooting the multi-tenancy update to determine the exact nature of the issue.
  3. Return to the Application Maintenance console to test the fix, as described in Testing data fixes.

Testing data fixes

After you investigate and troubleshoot a failed form, as described in Investigating multi-tenancy update processing issues, you can test your fix from the Application Maintenance console.

To test data fixes

  1. In the table on the Application Maintenance console, locate and select the row of the form with the status of Fail.
  2. Click Reset to Pending.
    The status for the form changes to Pending.
  3. Click Run.
    The workflow processes the selected record. If the fix was successful, when the processing finishes, the status of the form changes to Successful; otherwise, the status returns to Fail.
  4. Depending on the status, perform one of the following actions:

  

Preparing to process migrated delta data

After the multi-tenancy update utility successfully runs against all of the forms in all of your installed applications, you must migrate the delta data from your production server to your staging server. After you migrate the delta data, you must run the multi-tenancy updates against the migrated delta data.

Application Maintenance console UI description

The following table describes the functional areas of the console.

Console fields, menus, and controls

Name

Function

Maintenance Group menu

Use this field to select the type of maintenance work that the console manages. For the multi-tenancy update, select Multi-Tenancy only.

View By menu

Use this menu to control which multi-tenancy records appear in the table. The selections are as follows:

  • All products: Shows the multi-tenancy-related forms for all of the BMC Remedy ITSM and related products installed in your environment
  • ITSM: Shows the multi-tenancy-related forms for the core BMC Remedy ITSM applications, including Foundation
  • SRM: Shows the multi-tenancy-related forms for the BMC Service Request Management application
  • RKM: Shows the multi-tenancy-related forms for the BMC Knowledge Management application
  • SLM: Shows the multi-tenancy-related forms for the BMC Service Level Management application
  • Atrium: Shows the multi-tenancy-related forms for BMC Atrium Core application

Refresh button

Click this button to update the contents of the Application Maintenance console with the latest information.

Product column

Identifies the product related to the form named the table row. This column is particularly useful if you select All products in the View By menu.

Sequence column

Identifies the order in which the multi-tenancy update processes the form named in the table row. The form in a Pending state and with the lowest sequence number is processed by the update utility first, followed by the next highest number, and so on. In some cases, several forms can have the same sequence number. In such cases, the update processes the forms concurrently.

Application column

Identifies the application component associated with the form named in the table row

Form column

Identifies the form to which the multi-tenancy update is applied

Records Up to Date column

Identifies the total number of individual records that will be updated when the multi-tenancy update runs against the form named in the table row

Status column

Identifies the status of the form named in the table row. Status values are as follows:

  • Executing: The multi-tenancy update utility is currently processing the form and its associated records.
  • Pending: The multi-tenancy update utility has not yet started to process the form (or its associated records).
  • Fail: The multi-tenancy update utility began to process the form but encountered a data error in the form or in one of the associated records. If you encounter the Fail status, see Troubleshooting the multi-tenancy update for information about troubleshooting failed updates.
  • Successful: The multi-tenancy update utility successfully updated the form (and its associated records).

Online? column

Controls whether the form and its associated records are processed by the update. Records with a Yes value are processed; records without a value are not processed.

See the entry for the Online / Offline button later in this table for information about how to prevent the update utility from processing a specific form.

Run button

Click this button to re-run the update utility against the form named in the selected row. For more information about this button, see Testing data fixes.

Refresh Counts button

Click this button to see how many records there are to process for the record selected in the table.

Reset to Pending button

This button is available only when you highlight a row in the table with a status of Fail. After you troubleshoot and correct the cause of the Fail status, use this button to reset the status to Pending. For more information, see To test data fixes.

Online / Offline button

Click this button to move the form associated with the highlighted row offline. For more information, see Controlling which records are processed by the multi-tenancy update.

Date field

Use this field to indicate the date and time when the last record was created in your production environment prior to taking the snapshot of the database that you used in your upgrade staging environment. For more information, see To prepare the staging system for updating migrated delta data.

Reset button

The Reset button resets all of the multi-tenancy records (for all installed products) to the Pending state in preparation for the migrated delta data updates. For more information, see To prepare the staging system for updating migrated delta data.

Additional Information field

This field provides a plain English explanation of what the SQL statement does to the form named in the selected table row.

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