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.

Planning to upgrade


You can directly upgrade to Remedy ITSM 8.1.00 from Remedy ITSM 7.0.03 patch 009 or later version. If you are using an earlier version, you can:

  • Perform a fresh install of BMC Remedy ITSM 8.1.00 and migrate the data.
  • Or first upgrade to Remedy ITSM 7.0.03 patch 009 and then upgrade to 8.1.00.

This section describes the methods of upgrading to the latest version of AR System and the ITSM Suite. Choose one of the following upgrade options:

  • Overlays already present: Upgrade with overlays already created. This is a three-stage upgrade for customers who have previously installed AR System 7.6.04 or 7.6.04 SP1/SP2 and have already implemented overlays.
  • Without overlays present: Upgrade with one-time conversion to overlays. This is a seven-stage upgrade for customers who do not already have overlays implemented and want to keep all customizations.

Upgrade stages

Overlays already present

Without overlays

Upgrade stage

Stage 1

Stage 1

Set up a staging server

Stage 2

Stage 2

Upgrade AR System server


Stage 3

Create overlays for existing customizations (optional but recommended)


Stage 4

Acquire origin objects (optional)


Stage 5

Restore origin objects on staging server (optional)


Stage 6

Minimize overlays (optional)

Stage 3

Stage 7

Upgrade applications and adjust customizations

Stage 4

Stage 8

Test and promote staging server to production

These stages are based on the assumption that your upgrade environment is already set up, and that you have created and verified a staging server.

In an upgrade without overlays present, stages 3 through 6 are performed once when upgrading from a previous release that was customized without overlays.

Set up a staging server

If you are using the staged upgrade method (whether you already have overlays or not), you need to set up a staging server.

Upgrading AR System server

In this stage, upgrade the AR System server. This stage must be performed before you can upgrade to newer versions of any BMC applications or other platform components.

After completing this stage, you can upgrade and run your applications, or install new applications. If you customized your application without using overlays and you upgrade after this stage, your customizations will be lost.

Creating overlays for existing customizations (optional but recommended)

In this stage, create overlays to preserve your existing customizations. The application installers for releases later than 7.6.04 SP2 are designed with the assumption that all customizations are captured in overlays. The installers for these releases replace origin objects without attempting to preserve any changes that might have been made to those objects.

If you upgrade to versions of applications without completing this stage, you must reapply all of your customizations after upgrading, including additional custom fields and their data.

After completing this stage, all customizations are captured in overlays and custom objects. This includes AR System customizations as well as all other applications and components.

Acquiring origin objects (optional)

In this stage, which is optional, acquire unmodified origin objects onto a reference server. The origin objects are used to compare with your overlay objects.

After completing this stage, you can compare the overlays on your staging server to unmodified origin objects on the reference server. This allows you to see exactly what has changed in any object.

Restoring origin objects on staging server (optional)

In this stage, which is optional, move the new version's origin objects from your reference server to your staging server.

If you perform the procedures in this stage, when your upgrade is complete, you can run either the unmodified version of the application using only origin objects, or you can run your customized version that uses overlays in place of overlaid origin objects.

After completing this stage, you have acquired copies of all of your origin objects in their original state. This does not affect any overlays that you created.

Minimizing overlays (optional)

In this stage, which is optional, minimize the number of overlays on your system. This reduces the analysis required on subsequent application upgrades or patch installations.

When an overlaid object is modified during an upgrade, you should see if new functionality has been introduced that should be added to the overlay.

After completing this stage, you have removed any unnecessary overlays on your system.

Upgrading applications and adjust customizations

In this stage, upgrade all of your applications and AR System components. Any existing customizations to those items are preserved by making use of the overlays and custom objects that were created in previous stages.

After completing this stage, you have upgraded your remaining AR System components and your applications. Any overlays whose origin objects were modified during the upgrade process have been identified.

Testing and promoting staging server to production

In this stage, test and promote the staging server to production --- Copy all modified data on your current production system to the staging server using the Delta Data Migration tool. Promote the staging server to be the new production server.

Related topics

Upgrading with overlays already present
Upgrading without overlays already present

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.