This documentation supports the 1.5 version of Remedy with Smart IT.

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

Upgrading

The BMC Remedy for Smart IT online documentation contains only the high-level process information for installation and upgrade. The detailed procedures are available in the BMC My IT online documentation.

The BMC Remedy with Smart IT (Smart IT) installer supports direct upgrade to Smart IT 1.5 from the following versions:

  • Smart IT 1.1, 1.2, 1.3, 1.3 SP1, 1.4 

    Note:

    • BMC Remedy ITSM 8.0 is the minimum supported version for Smart IT 1.5.  The previous releases of Smart IT continue to be supported by BMC Remedy ITSM 7.6.04 SP2 and above. 

    • If you plan to upgrade to BMC Remedy ITSM 9.1 SP1, install BMC Remedy AR System Patch 1 followed by  BMC Remedy ITSM 9.1 SP1  before upgrading to Smart IT 1.5. The installation sequence ensures that existing ITSM functionalities are not affected and escalations are enabled when Smart IT 1.5 is installed. For more information about escalation status, see  KCS forms and escalations.

    • If you are on ITSM 8.1.xx and later, upgrading to Smart IT 1.5 and BMC MyIT 3.2 restarts the AR plugin server process. The server restart causes a downtime of a few seconds. If you are on ITSM 8.0, you have the option to restart the AR System server later. This allows you to schedule a planned downtime.

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. Marko Vlaovic

    Hi

    My first attempt to upgrade from SmartIT 1.4 to 1.5 failed (Windows)!

    Even though upgrade went without any errors and installer called the installation "Successful", i have noticed the entire ../social folder is missing (thus preventing MyITSocialService to start) and also i have no .../ux folder (so no SmartIT Universal Client web site), only ux.old folder is there.

    Any comments or ideas?

    Meanwhile, i will restore my VM from snaphot and try again. I will try it without touching ITSM (AR) side, hopefully it will go over the changes that the first attempt did on the AR side.

    Marko

    Aug 18, 2016 04:46
    1. Amit Durgapal

      Hi Marko,

      I am checking with the SME. Will get back to you with an answer.

      Regards,

      Amit 

      Aug 22, 2016 08:56
    1. Amit Durgapal

      Hi Marko,

      We will need installation logs to troubleshoot the issue. In the past, one reason for the missing folders was insufficient disk space. However, we request you to contact Support to expedite resolution.  

      Regards,

      Amit

      Aug 24, 2016 01:51
      1. Marko Vlaovic

        Hi

        no, disk space is not a problem. I have opened a support case with support, thanks

        marko

        Aug 24, 2016 04:56
  2. Erling Balsnes

    All the links in Stage 3 refers to MyIT v.3.1, not 3.2.

    Aug 22, 2016 06:38
    1. Amit Durgapal

      Fixed. Thanks! 

      Aug 22, 2016 09:03