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.

Upgrading AR System with overlays

The BMC Remedy AR System installer enables you to upgrade BMC products in your IT environment.

In this topic:

The suite installer guides you step-by-step through the upgrade process. 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 need to run the installer multiple times to upgrade all of the features in the solution. For example, you first upgrade the AR System server on one computer and then run the installer a second time to upgrade the mid tier on a different computer.

The BMC Remedy AR System installer enables you to deploy BMC products in your IT environment.

Recommendations

  • Complete the planning spreadsheet before you start the upgrade.
  • To reduce installation time significantly, do not install the products over the wide area network (WAN).
  • To avoid configuration problems, accept the default values displayed in the installer unless you have a valid reason to modify them.
  • For best results, install BMC Remedy Mid Tier on a separate computer from the BMC Remedy AR System server.

Choosing products

When you run the suite installer, you are asked to select the type of installation you want to perform.

  • AR System Server — Installs the BMC Remedy AR System server, Approval Server, Assignment Engine, Email Engine, and Flashboards.
    Also installs plug-ins: AREA LDAP, ARDBC, Web Services, SNMP, and FTS.
  • AR System Mid-Tier — Installs the Mid Tier only.
  • AR System Clients — BMC Developer Studio (and the Localization Toolkit), BMC Remedy Data Import, and BMC Atrium Integrator Spoon.
    The Clients option is Windows only; it is not available for Linux or UNIX.
 Mininum set of features when installing BMC products

The following table lists the minimum set of features you need when installing other BMC products.

BMC Application

AR System features to choose

BMC Atrium Core

  • AR System Server
  • Approval Server
  • Assignment Engine
  • BMC Atrium Integrator Spoon

BMC ITSM

  • AR System Server
  • Approval Server
  • Assignment Engine
  • BMC Atrium Integrator Spoon
  • Full Text Search (FTS) Configuration if you plan to install BMC Knowledge Management

BMC Service Request Management

  • AR System Server
  • Approval Server
  • Assignment Engine
  • BMC Atrium Integrator Spoon

BMC Service Level Management

  • AR System Server
  • Approval Server
  • Assignment Engine

To upgrade BMC Remedy AR System

  1. Download the BMC Remedy AR System installer from EPD, or navigate to the installation directory on the DVD.
  2. Unzip the suite installer (for example, ARSuiteKitWindows.zip or ARSuiteKitLinux.zip).
  3. Navigate to the Disk 1 folder.
  4. Start the installer.
    • For Windows, run setup.cmd.
    • For UNIX, log in as root and run setup.sh.
  5. In the lower right corner of the Welcome panel, click Next.
  6. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
  7. On the Products selection panel, perform the following actions:
    1. To upgrade the AR System server in a directory that already has the ar.conf file, select the Upgrade option, else select the Install option. If you select the Upgrade option, the installation program skips some of the server installation screens and refers to the configuration values in the ar.conf file.
    2. Select specific products to upgrade.
      For example, select AR System Servers.
    3. (optional) Add a new language.
      You can later select additional localized views to install.
    4. Navigate to the directory in which you want to install the BMC Remedy AR System application.
      The default locations are C:\Program Files\BMC Software\ARSystem and /opt/bmc/ARSystem (UNIX and Linux).
    5. Click Next.
      The installer validates your system resources.
  8. Use the planning spreadsheet to enter the correct values in the AR System Server User and Database Information pane, and then click Next.
  9. Enter the correct JRE path, and then click Next.
    After you have entered the required information, the installer validates your input, and then the Installation preview panel appears, listing the product and product features that will be upgrade.

    Note

    Run Sanity Check is selected by default. BMC recommends that you run the additional validation tests of your installation.

  10. Click Next.
    The installer installs the AR System features you have selected. After post-installation cleanup, a summary of the installation appears.
  11. Click View Log to review the SEVERE error messages or warnings in the product installer log.
    See whether errors are due to network, host, or other environment-related issues. You can view a log file of the installation:
    C:\Users\Administrator\AppData\Local\Temp\arsystem_install_log.txt
  12. Close the log when you finish.
  13. Click Done to exit the AR System installer.
  14. Re-configure Full Text Search.
    The installer disables FTS during the upgrade. Do not enable FTS until you re-configure it.
  15. Convert your existing overlays into granular overlays through the Object Granularity Level option.

To upgrade BMC Remedy Mid Tier

Note

With Service Pack 2, the Tomcat is upgraded to 7.0.53. Consider the following before you begin the installation.

  • Ensure that the JAVA_HOME is set to a correct JDK path or is left blank.
  • Take a backup of the configuration files and <Existing_Tomcat_Install_Directory>/webapps folder. You need to these files migrate post upgrade.
  • Post installation/upgrade, Tomcat 7.0 folder is created with the mid tier deployment files. You must migrate you backed up configuration this to this folder.
  • For fresh installation: If you have already installed Tomcat on UNIX, ensure that the localhost folder is present in <TOMCAT_DIR>/conf/Catalina/localhost otherwise start the tomcat manually before starting the mid tier fresh installation.
  • If you have BMC Atrium Single Sign-On in your environment, you must redeploy BMC Atrium Single Sign-On agent after Mid tier upgrade.
  1. Download the BMC Remedy AR System installer on a computer other than where you installed the AR System server.
  2. Open the ARSuiteKitWindow folder.
  3. Open the Disk 1 folder.
  4. Start the installer and double-click setup.cmd.
  5. In the lower right corner of the Welcome panel, click Next.
  6. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
    1. Select Upgrade.
    2. Navigate to the directory in which you want to install the Mid Tier.
      The default locations are C:\Program Files\BMC Software\ARSystem and /opt/bmc/ARSystem (UNIX and Linux).
    3. Select AR System Mid-Tier.
    4. Click Next.
      The installer validates the system resources of your computer and displays a list of available features.
  7. Enter the correct JRE path, and then click Next.
  8. Enter the values from the planning spreadsheet for the Mid Tier.
    After you have entered the required information, the installer validates your input, and then the Installation preview panel appears, listing the product and product features that will be upgrade.
  9. Click Next.
    After post-installation cleanup, a summary of the installation appears.
  10. Click View Log to review the SEVERE error messages in the product installer log.
    See whether errors are due to network, host, or other environment-related issues. You can view a log file of the installation:
    C:\Users\Administrator\AppData\Local\Temp\arsystem_install_log.txt
  11. Click Done to exit the AR System installer.
  12. Open the BMC Remedy Mid Tier Configuration Tool (http://<midTierServer>/arsys/shared/config/config.jsp).
    The default password is arsystem.
  13. Click General Settings.
  14. Select the AR System server as the authentication server, and then click Save Changes.
  15. Log out.
  16. (optional) Restart the Mid Tier web service.

Related topics

Where to go from here

Stage 3 - Upgrade applications and adjust customizations with overlays present

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Comments

  1. Peter Ekendahl

    Hi,

    You have what appears to be a dead link on this page: "[ars81:Configuring Full Text Search (FTS)]".

    Also when I click "Adjusting customizations when upgrading" I am linked to a page where it states that I have no access to the page:

    You cannot view this page

    Page level restrictions have been applied that limit access to this page.

     

    Regards

    /Peter Ekendahl

    Aug 21, 2013 09:23
    1. Kathryn Sheridan

      I am following up.

      Aug 21, 2013 04:43
      1. Vaijayanti Nerkar

        Hello Peter,

        Thank you for your comment. I have fixed the FTS link that had a problem. For the "Adjusting customizations when upgrading" page we have removed the link as the topic is still under developement and cannot be published yet.

        Regards,
        Vaijayanti

        Aug 22, 2013 12:30
  2. Peter Ekendahl

    Thanks Vaijayanti,

    Pitty about "Adjusting customizations when upgrading" - "fix object granularity level" seems not be mentioned what so ever in the ARS documentation any more... We are still supposed to use it right?

    Regards

    Peter

     

    Aug 22, 2013 02:36
    1. Vaijayanti Nerkar

      Yes Peter, you can use the utilities.

      The only problem is that the topic which describes these utilities is still under contruction. It may take another week till we are able to publish that information to our customers.

      Aug 22, 2013 03:43