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.

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Resolving issues before performing the migration

Before performing the migration, resolve the following issues.

Issue 1

The BMC Service Impact Manager or BMC ProactiveNet Performance Management applications have the same application GUID. If these applications are installed on the same server, you must update the configuration XML file because both applications have the same application GUID.

To resolve issue 1:

  1. Go to the folder where BMC Remedy Migration is installed: <MigratorInstallFolder>\DeltaDataMigration
  2. Open the configuration XML file.
  3. Perform one of the following actions:
  • If BMC ProactiveNet Performance Management is installed, comment out the SIM code lines.
  • If BMC Service Impact Manager is installed, comment out the BPPM code lines.
    For example, to comment out the BPPM code lines, insert <!- and -> tags as follows:
    <!--BPPM PACKAGE FOR VERSIONS SUPPORTED-->
    <!--
    <application name="BMC_PN: Service Management Data" dir=".\Packages\BPPM" file="BPPM_Package.xml" enabled="true" custom="false">
    <guid>OS-129D647E3DD74A26AAACFD3BA1358C94</guid>
    <package src-version="8.5.00" src-patch=""/>
    </application>
    -->

Issue 2

BMC Service Impact Manager depends on BMC Atrium Core being installed. You cannot migrate BMC Service Impact Manager and BMC Atrium Core at the same time.

To resolve issue 2:

If you have installed BMC Service Impact Manager, perform the delta data migration for BMC Atrium Core before you run the Delta Data Migration Tool for BMC Service Impact Manager.

Issue 3

Note

This issue applies only if you have installed version 7.1 of Integration for BMC Remedy Service Desk on your production server.

Integration for BMC Remedy Service Desk 7.1 is not registered in the SHARE:Application_Properties form, so the Delta Data Migration tool cannot detect the integration for BMC Remedy Service Desk 7.1 installation on the production server.

To resolve issue 3:

  1. Create an entry for Integration for BMC Remedy Service Desk 7.1 in the SHARE:Application_Properties form.
  2. Import the SW00388960_fix.arx file from the <Migrator Install folder>\DeltaDataMigration\Utilities\pre_DDM folder.

Issue 4

Some data did not migrate due to change in selection field values in an upgrade for CTM:CFG-ApplicationPreferences form data.

The CTM_CFG_ApplicationPreferences form has Reopen_ fields (one for each application — BMC Remedy Incident, BMC Remedy Change, and so on). The Reopen_ field had a No Action value in versions 7.6.03 and earlier. This value was removed from version 7.6.04 and higher, as part of an upgrade.

If you are upgrading to 7.6.04 or higher, to map the selection value, run the following UPDATE SQL statement on the production system before you begin the delta data migration:

ctm_app_pref_update.sql


Note

If you are upgrading from BMC Remedy IT Service Management 7.6.04 or later, you do not need to run this statement.

Use the SQL statements in the <MigratorInstallfolder>\DeltaDataMigration\Utilities\pre_DDM folder to execute on the production system (as this is the same UPDATE SQL used in the upgrade), and  this will update the delta records that have the issue. During an upgrade, the installer updates other records by calling the UPDATE SQL statement through a filter.

The SELECT SQL statement will give you the number of records to update.

The UPDATE SQL statement will fix the mapping.

Work with your database administrator to execute these ANSI SQL scripts on the database.

Note

These issues do not result in loss of functionality. These fixes are required to ensure that the delta data migration does not produce errors.

To resolve issue 4:
Apply the SQL fixes as directed in the <MigratorInstallfolder>\DeltaDataMigration\Utilities\pre_DDM\Readme_for_Ctm_App_Pref_Sql_Fix.txt
file.

Issue 5

Some data in these forms will not be migrated on the following forms.

Note

These issues do not result in loss of functionality. These fixes are required to ensure that delta data migration does not produce errors.

  • On the TMS:Task form, the Seconds_before_Time_Out hidden field is designed to accept values between 0 and 2147483647. Occasionally, this field can be set inappropriately to negative values through workflow. When BMC Remedy Migrator uses the BMC Remedy AR System API to conduct its activities, the field definition violations are not allowed. This results in errors and data not being migrated.
  • On the TMS:Summary data form, the Task or Task Group Status field accepts values between 1000 and 7000. Occasionally, this field can be set inappropriately to values of 0 and 1 through workflow. When BMC Remedy Migrator uses the BMC Remedy AR System API to conduct its activities, the field definition violations are not allowed. This results in errors and data not being migrated.
  • On the CTM:People form, the Open Tasks field is designed to accept values between 0 and 2147483647. Occasionally, this field can be set inappropriately to negative values through workflow. When BMC Remedy Migrator uses the BMC Remedy AR System API to conduct its activities, the field definition violations are not allowed. This results in errors and data not being migrated.

To resolve issue 5:

Work with your database administrator to execute the following ANSI SQL scripts on the database:

  1. From the <MigratorInstallfolder>\DeltaDataMigration\Utilities\pre_DDM folder, extract the tms_select.sql and tms_update.sql scripts.
  2. Execute the tms_select.sql script.
  3. If records are reported or found, execute the tms_update.sql script to correct the data.

Note

If running on a DB2 database, replace the corresponding T table names in the form names in tms_update.sql.

Where to go from here

Using the AREntryCounter utility

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