This documentation applies to the 8.1 version of Service Level Management, 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.

Preparing to upgrade

BMC recommends that you perform the following steps before performing an upgrade.

Note

If you are migrating from Remedy SLA to BMC Service Level Management (BMC SLM), an upgrade is not possible. There are substantial differences between Remedy SLA and BMC SLM. Therefore, if you have a small number of service level definitions, you should manually recreate these in BMC SLM. For assistance in migrating larger environments, please contact BMC Professional Services.

Important

If you are upgrading any combination of BMC Remedy IT Service Management, BMC Service Level Management, and BMC Service Request Management, use the following upgrade sequence:

  1. BMC Remedy IT Service Management
  2. BMC Service Request Management
  3. BMC Service Level Management

But if you are upgrading from BMC Service Level Management 7.5 or earlier, use the following sequence (due to a known integration issue):

  1. BMC Remedy IT Service Management
  2. BMC Service Level Management
  3. BMC Service Request Management

  1. Back up the BMC Remedy AR System database.
  2. Make a note of the service level agreements, service targets, and BMC SLM contract data defined in your system.

    Note

    Please reference Knowledge Base article 000030615 for guidelines about using database queries to list or report service level agreements and service targets defined to your system.

  3. Back up any workflow customization before upgrading to BMC Service Level Management.
    • Workflow is overwritten during an upgrade installation.
    • If you performed customizations, create overlays or custom objects to preserve them; otherwise, the upgrade overwrites them.
    • Export any customizations before the upgrade installation.

      Note

      BMC recommends that you adopt a naming convention (such as a prefix for workflow) for your customizations so that you do not use the same names that BMC Service Level Management uses.

    • Workflow that is disabled will be enabled during the upgrade if the workflow is part of the application workflow.
  4. Back up user interface modifications customizations you made to form views.
    • Fields you added to a form are not deleted during the upgrade.
    • User interface changes you made revert to the original layout.
    • BMC recommends that you generate a copy of a current view and make your changes to that view. During an upgrade, your changes are not overwritten.
  5. Make a list of the workflow objects that you disabled in your current BMC Service Level Management application.
    Those workflow items are re-enabled during the upgrade if the workflow object is part of application workflow.

    Note

    The use of opening HTML tags, <html> and <body>, and ending HTML tags, </body> and </html>, in the Description field of SRDs is not supported. If the description of your existing SRDs contain these HTML tags, you must manually remove them after upgrade.

  6. Disable the Object Modification Logging parameter. This reduces the time taken to complete the upgrade. To disable this parameter, click Server Information > Version Control > Object Modification Log.
  7. Disable the Object Reservation parameter. This parameter enables users to reserve server objects. If objects remain reserved during the upgrade, the AR System Server prevents other users, such as the person performing the upgrade, from modifying them.
    To disable this parameter, click Server Information > Version Control > Object Reservation.
  8. For Oracle databases, set the value of the Oracle CLOB option to inrow. For more information, see Using Oracle CLOBs with BMC Remedy AR System.
  9. For Oracle databases, ensure that the DB Buffer Cache has a sufficiently large value. BMC recommends setting the value of sga_target to 1 GB or 2 GB, and the value of db_cache_size to 1.5 GB.
  10. Disable escalations on the AR System Server under the AR System Administration Console
  11. Ensure that there are sufficient resources in terms of
    • disk space
    • db space
    • db temp space
    • logical log space

      Note

      As a rule of thumb, your tmp space should be 1.5 times the size of the largest table in the database.

  12. If you are installing BMC Service Level Management in a server group environment, see Installing BMC Remedy IT Service Management in a server group.
  13. Ensure that your hardware meets the minimum requirements. For more information, see Hardware requirements.

Related topic

Known and corrected issues

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.

Comments

  1. Ben Kolp

    The KA  KA374367 mentioned above no longer appears to be available. Can you update the link?

    Jul 22, 2013 02:56
    1. Kathryn Sheridan

      Followed up with author and sent knowledge article information to customer.

      Jul 24, 2013 11:34
      1. Kathryn Sheridan

        Link is now available.

        Aug 14, 2013 09:38
  2. Ben Kolp

    Thanks, I can see it now.

    Aug 14, 2013 10:07
  3. Derek Hansum

    What is the oldest version of SLM that can be upgraded directly to 8.1? This is listed for other applications in there upgrade sections but I can not find it in the SLM documentation.

    Mar 24, 2015 02:51
    1. Bhakti Paranjpe

      Hello Derek,

      Thank you for the comment. I will forward your query to the SMEs, and will get back to you soon.

      Thanks,
      Bhakti

      Mar 25, 2015 03:22
    1. Derek Hansum

      I believe I got a response to this question but it is only visible to BMC employees. Could you make it visible to me as well.

      Mar 31, 2015 08:44
      1. Bhakti Paranjpe

        Hello Derek,

        Sorry for the inconvenience caused; I have made my previous comment visible. I am following up with the SMEs to get you the required information and will get back to you once I hear from them.

        Thank you for your patience,
        Bhakti

        Apr 01, 2015 06:00
    1. Sirisha Dabiru

       Hi Derek Hansum,

      The oldest version of SLM that can be upgraded to 8.1 is 7.6.04 SP1.

       

      Regards,

      Sirisha

      Mar 23, 2016 04:42