Note

 

This documentation supports the 20.16.01 version of Remedyforce.

To view the latest documentation, select the latest version from the Product version menu.

Overview of the self-upgrade and automatic upgrade processes

This topic provides information about the self-upgrade and automatic upgrade processes.

Note

If you are using profiles instead of permission sets to manage permissions for users, BMC strongly recommends that you start using BMC Remedyforce permission sets. You can assign multiple permission sets to your users to control the accessibility of BMC Remedyforce.

You assign the permission sets to your users only once. The next time a major release is automatically pushed to your organization, these permission sets are automatically updated. Moving to permissions sets ensures that the automatic upgrade process is simplified and requires minimal manual post-upgrade configuration.

Self-upgrade process

You can self-upgrade to the latest version of BMC Remedyforce by manually installing the BMC Remedyforce managed package that is available on Salesforce AppExchange. The option to self-upgrade your organization is available only until the scheduled dates for the automatic upgrade by BMC. For more information, see Automatic upgrade process.

While installing the managed package, you must assign the correct access levels to the appropriate profiles. This step ensures that profiles are assigned appropriate permissions for the new Visualforce pages, Apex classes, objects, and fields in the latest release. If you do not assign the correct access levels to the appropriate profiles and choose not to assign out-of-the-box permission sets to your users, you must manually configure profile-level permissions for the new Visualforce pages, Apex classes, objects, and fields added in the latest release.

The following figure outlines the end-to-end self-upgrade process, in which you manually install the managed package in your organization.

Automatic upgrade process

BMC automatically upgrades all sandbox and production organizations on predefined dates. This automatic upgrade process is similar to how Salesforce pushes platform updates to your organization. For information about the dates on which BMC automatically upgrades sandbox and production organizations, see Release schedules.

Before the scheduled automatic upgrade, BMC recommends that you review information about Items that are not upgraded. The automatic upgrade process upgrades only the out-of-the-box permission sets provided by BMC Remedyforce. BMC recommends that you assign out-of-the-box permission sets to users. For more information, see Assigning permission sets. If you choose not to assign out-of-the-box permission sets to your users, you must manually configure profile-level permissions for the new Visualforce pages, Apex classes, objects, and fields added in the latest release.

Note

The automatic upgrade process does not upgrade any permission sets that are cloned from the out-of-the-box BMC Remedyforce permission sets.

The following figure outlines the end-to-end automatic upgrade process, in which BMC pushes the BMC Remedyforce managed packaged to your organization.

Choosing an upgrade process

The self-upgrade process provides you the highest level of flexibility and control of your upgrade, and requires no intervention from BMC. Based on your organization's needs and internal change control processes, you can perform a self-upgrade at any time or on any day before the scheduled automatic upgrade by BMC.

Alternatively, you can wait for BMC to automatically upgrade your organization. BMC performs the upgrade for you only during the specified dates for the Automatic upgrade option. For information about the dates on which BMC automatically upgrades sandbox and production organizations, see Release schedules. If you have customizations or other special requirements, contact your Customer Success Manager prior to the automatic upgrade.

Important

If you do no self-upgrade your organization prior to the scheduled dates for the automatic upgrade, BMC will automatically upgrade your organization.

Related topics

Self-upgrading by installing the managed package

Verifying the self-upgrade or automatic upgrade of your organization

Upgrade FAQs

Post-upgrade procedures repository

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