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.

Updating multi-tenancy fields on forms for delta data records

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.


Depending on the volume of data, BMC recommends that you run the multi-tenancy utility after every delta data migration.

Depending on the size of your database, an upgrade on the staging server can take an extended period of time, perhaps days. While the applications and data on the staging server are being updated, your production server will continue to acquire new data. This new data is the delta data, which eventually must also be moved to the staging server and updated with the multi-tenancy model changes.

Depending on the extent of your environment, you might need to process migrated delta data iteratively until the production server and the staging server are synchronized, at which point you can move your staging server into production.

After you migrate the delta data, return to to the Application Maintenance console to prepare the staging server for applying the multi-tenancy updates.

Before you begin

Before you start this procedure, the following tasks must be successful:

  • You completed the upgrade.
  • You ran the multi-tenancy update utility with no errors.
  • You completed the delta data migration.

To run the multi-tenancy utility for delta data

You use the Maintenance Group field in the Application Maintenance console to select the type of maintenance work that the console manages. For the multi-tenancy update, select Multi-Tenancy only.

  1. Log on to the BMC Remedy ITSM application as an administrator.
    From the Home page Applications list, select Administrator console > Application Administration console.
  2. Click the Custom Configuration tab.
    Select Foundation > Advanced Options > Application Maintenance console, and then click Open.
    The Application Maintenance console opens, as shown in the following figure:
  3. In the Maintenance Group field, select Multi-Tenancy.
  4. In the View By field, select All Products, and then click Refresh.
  5. Review the Status of the records in the multi-tenancy update.
  6. Verify that all records are set to Successful.
  7. In the Date field on the Application Maintenance console, enter the date of the time when the database back-up was taken from the customer's production server.

    You must use the Date field for multi-tenancy runs with delta data migration to specify the date and time from which the system starts applying the data updates. You select 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. This ensures that the update utility processes only the newer records, that is, those records that were created after the snapshot was taken.
  8. Click Reset.
    The status of all forms, for all installed applications, is reset to Pending.
  9. Restart the multi-tenancy update process.
  10. Open the SHARE:Application_Properties form and verify the new records were successfully created.
    One new record per installed product is created if you are successful.

Checking the status of the multi-tenancy update

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



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.


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

Related topics

To troubleshoot records that are in Fail or Pending status, see Troubleshooting the multi-tenancy update.

For general information, see Update to the multi-tenancy model.

For the entire end-to-end process of the multi-tenancy update, see Managing the multi-tenancy update and Installation process flow.

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.


  1. Victoria Dunn
    • The notations on this page are formatted incorrectly; they should have a colored background, and there should be more space between the heading and the text. Please see the example on the Notation formatting page.
    • The illustrations are very tight up underneath the text that precedes them.
    May 20, 2014 06:07
  2. Andrej Kajzer

    Is this required step every time data is synced between servers?

    I can understand that this is required when moving from older versions like 7.6.04 to 8.0 or 8.1, since BMC did change some logic behind (AST:Attributes). But is it also required step when moving from 8.0 to 8.1.02?


    Nov 18, 2014 03:32
    1. Bruce Cane

      Hi Andrej,

      I have passe the question along to one of our subject matter experts.




      Nov 18, 2014 02:15
    1. Murali Viswanathan

      Hello Andrej,

      This section is to be used after a DDM run OR after a final DDM run, so you can run the MT utility to update the data you moved via DDM so it also gets the update that other data in forms would have gone through when the MT utility was run after upgrade.

      You can run after each DDM run OR after final DDM run on the go-live weekend, it all depends on the time you have in the go-live weekend and the volume of data to be updated by the MT utility.





      Murali V

      Nov 18, 2014 02:55