This documentation supports the 19.08 version of BMC Helix Multi-Cloud Service Management.

Updating processes, connectors, and flows post upgrade

BMC Helix Multi-Cloud Service Management upgrades the out-of-the-box processes, connectors, and connector target configurations. You need to upgrade customized processes, connectors, and connector target configurations manually.

Updating customized flows and connector processes post upgrade

To use the latest version of a flow and connector process, you must complete the following tasks post upgrade in your development environment.


TaskComponentDescription
1.Update the Connector Target configuration

BMC Helix Platform

When your BMC Helix Multi-Cloud Service Management environment is upgraded, you need to update the Connector Targets with the correct connector Configuration and Profile for your integrations and MCSM Remedy ITSM.

The Configuration and Profile details for a connector are defined in BMC Helix Integration Service.

2.Update the connector processes

BMC Helix Platform

If you customized a connector processes, you must update them to add the new Problem Management configurations.

3.Regenerate the schema for the Remedy ITSM connector

BMC Helix Integration Service

If you upgrade to Remedy ITSM version 9.1.06, regenerate the Remedy ITSM connector schema to make the Problem fields available for selection, and to add the new activity notes with author flows.
4.Update the flows for which an upgrade is available

BMC Helix Integration Service

Update the flows that have been upgraded in version 18.11.

Flow Upgrade

This is applicable for customized and out-of-the-box flow.

To update the Connector Target configuration

  1. Log in to BMC Helix Platform as an administrator.

  2. On the Administration tab, select Configure my server > Integration Service > Connector Configuration
  3. Click the Connector Target name, and update the configuration and profile details.
    You must update Connector Targets for all the integrations that you are using and Remedy ITSM. 

To update the connector process

  1. Log in to BMC Helix Platform as an administrator.

  2. On the Workspace tab, select Libraries > Ticket Brokering Library > Processes.
  3. For each customized process, select the process name from the list, and click Revert Customization.

  4. Click Libraries > Ticket Brokering Library > Processes, and reapply the customizations to the connector processes.

To regenerate the schema for the Remedy ITSM connector

  1. Log in to BMC Helix Integration Service as an administrator.

  2. Click Catalog.
  3. Click Connectors, and then select the Remedy ITSM connector.
  4. Under Custom Fields, click Regenerate in the Actions column.

To review and update the flows for which an upgrade is available 

  1. Log in to BMC Helix Integration Service as an administrator.

  2. Click My Flows.

    Flow templates that have upgrades available are tagged with the label Upgrade available.

  3. Identify the flow that you want to upgrade and click the flow to open the details page. 
  4. From the Actions list, select Compare with template to view differences in the existing and upgraded flow. 
  5. Make a note of the differences marked in red for your current flow. These are overwritten when you upgrade the flow.
  6. From the Actions list, select Upgrade.
    The flow now uses the upgraded template.
  7. Reapply the differences that you identified in the flow before upgrading it.  
  8. Review the conditions and transformation  defined in the Field Mapping for the flow and update them if required. 

    Warning

    If you change or modify a transformation in the target connector flow, the change is applicable to any flow that uses that connector and is applied across all environments.

    Conditions and Transformation for a flow


After development flows have been upgraded and tested, you can either move the flows directly to production or move them to a test environment. The best practice is to update BMC Helix Integration Service flows from your development flows. For more information about how to move flows from development to production, see Updating processes, connectors, and flows post upgrade

Note

If you have used trigger conditions that are specific to the test flow, the conditions are copied to your production flows. After upgrade, update your production flow to remove the copied trigger conditions.

Using the new flows for creating and syncing comments

New flows are provided for creating and syncing Work Order comments between Remedy ITSM and the vendor application. Based on your version of Remedy ITSM, perform the following steps to use these new flows:

  1. Log in to BMC Helix Integration Service as an administrator.

  2. Click My Flows.

  3. Enable one of the following new flows by setting the toggle for the flow to Active:

    • Create Work Order Activity Note

    • Create Work Order Activity Note with Author (Remedy 9.1.08 or later)

After updating the required processes, connectors, and flows, complete the acceptance testing against the development instance of BMC Remedy with Smart IT and BMC Helix Multi-Cloud Service Management.



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