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

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Upgrading Openfire chat

This topic was edited by a BMC Contributor and has not been approved.  More information.

We encourage BMC Remedy with Smart IT 1.5 customers to upgrade to Openfire version 4.0.2. 

Before you begin

  • Stop Openfire service.
  • Take a backup of the Openfire/conf and Openfire/plugins folders.

To upgrade Openfire chat to version 4.0.2

  1. Unzip Smart IT 1.5 installer and extract openfire folder located at
    (Windows) ...\\windows\Smart_IT_MyIT\Disk1\files\
    (Linux) .../Smart_IT_MyIT/linux/Smart_IT_MyIT/Disk1/files/
  2. Copy the openfire folder from the extracted 1.5 version and replace the existing openfire folder. 
  3. Replace the openfire/conf folder with the backup folder.

  4. Reinstall Openfire plugins from the Admin console in the Plugins tab. 

    You can also copy the plugins installed previously from backup plugins folder if they are compatible with the Openfire version to which you want to upgrade by copying the plugins folder (except admin and search folder).

  5. Ensure Auth-plugin-full jar exists in the openfire/lib folder. 
  6. Restart Openfire service. 

Troubleshooting the Openfire upgrade

Oracle database users upgrading to Openfire version 4.0.2 cannot access the Admin console. To troubleshoot this issue, ensure the following requirements at met:

  • The openfire_oracle script located at ...\openfire-win-4.0.2\resources\database\upgrade\22 does not contain 'COLUMN'. Instead of 'ADD COLUMN', the script must include only ADD.
  • The latest version of Admin plugin available at ...\openfire\plugins\admin is used.

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  1. Matt Tipton

    i see no openfire folder


    Jul 01, 2016 11:29
    1. Harshad Wagh

      Hi Matt,

      It would be under "Installerfolder\Smart_IT_MyIT\Disk1\files".

       Folder name will start from "op3n%".



      Harshad Wagh

      Jul 01, 2016 04:59
  2. Sreekanth Gangavarapu

    There is no folder named open fire in installer it is named as in windows and in Linux

    Jul 02, 2016 07:31
  3. Luca Blasi

    Hi, we have executed an upgrade from Smart IT 1.4 to Smart IT 1.5 and we have applied this pre-upgrade procedure but now we are not able to connect to the Admin console with the Admin user.

    We have restored old files for version 3.9.3, we are able to connect to the Admin console and chat works correctly with Smart IT 1.5.

    Is there anyone who has followed this procedure and everything worked properly?



    Aug 04, 2016 04:20
    1. Amit Durgapal

      Hi Luca,

      Thanks for writing to us. I will check with the SME and get back to you asap.



      Aug 04, 2016 04:52
      1. Luca Blasi

        See defect SW00514044.



        Aug 04, 2016 09:59
    1. Amit Durgapal

      Hi Luca,

      I have updated the topic with the troubleshooting tips.



      Aug 17, 2016 11:38
  4. Marko Vlaovic

    after upgrading Openfire, i'm stuck at step 4: Reinstall Openfire plugins from the Admin console in the Plugins tab.


    To login to Admin console, i had to start Openfire again. I opened the Admin console login page, but looks like the Admin password has changed!


    So what is the default password for Admin console?


    Also, i can't find SW00514044. How and where do i find this?




    Aug 17, 2016 09:31
    1. Amit Durgapal

      Hi Marko,

      For security reasons, although seemingly trivial, we request you to look up the database to find the password. The defect relates to Oracle DB users unable to access Admin console. I have updated the topic for the same.

      Hope it helps.



      Aug 17, 2016 11:50
  5. Marko Vlaovic



    after reseting the password in the DB and applying the "ADD" workaround in the openfire_oracle.sql script, restarted Openfire service and i can now login to Admin console. Looks fine




    Aug 18, 2016 02:51