This documentation supports the 18.05 version of Remedy with Smart IT.

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

Performing the Smart IT upgrade

This topic describes how to use the GUI wizard installer to upgrade Smart IT on a single server. Other options for running the installer are described in Performing the Smart IT installation.

Before you begin

    1. Upgraded to BMC Remedy IT Service Management 18.05.
    2. Applied the latest BMC Remedy AR System patch. For information about the latest patch, see Release notes and notices
    3. Applied the latest BMC Remedy IT Service Management patch. For information about the latest patch, see Release notes and notices.
    4. Installed Smart IT and Digital Workplace on separate Apache Tomcat servers.


The installer will upgrade only Smart IT. If you are using BMC Digital Workplace and Smart IT, you must upgrade BMC Digital Workplace first before upgrading Smart IT.

Best practices

Do not use Xming to install the Smart IT server, because it might not perform reliably during installation. Instead, use VNC, MobaXterm, or any other client.

To upgrade Smart IT on a single server

  1. Extract the Smart IT installer (for example, or SmartITVV.VV.VV.Linux.tar.gz where VV.VV.VV and V.V.V indicate the version numbers of Smart IT).
  2. Navigate to the Disk 1 folder.
  3. Start the installer:
    • For Windows, run setup.exe.
    • For UNIX, run setup.bin.

  4. On the Welcome panel, click Next.
  5. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
  6. Enter the values from the Upgrade worksheet.
    After you have entered the required information, the installer validates your input. 
  7. (Optional) Back up the following databases before performing an upgrade in your production environment: 
    • Remedy with Smart IT database 
    • BMC Remedy AR System database

    BMC recommends that you back up the databases in case you experience upgrade errors related to database schemas or AR System workflow. If the upgrade fails, you can use the backups to restore the databases and resume the upgrade from the last successful step.
  8. Click Next.
  9. Enter a new destination directory name to store the file system of Smart IT 18.05.
    If you do not enter a new directory name, an error occurs and installation will not progress further until you provide a different directory name. Ensure that the directory name is different than the previous directory name. For example, if your previous directory name was Smart_IT_MyIT, provide a new directory name, such as SmartIT.
  10. In the Smart IT Database Information panel, select the option to create new schemas, enter the schema names, and database administrator credentials and click Next.
  11. Click Next.


    Starting with Smart IT version 18.05, the Smart IT and Digital Workplace installers are separated. Therefore, in steps 9 to 12, you must provide new destination directory name and Smart IT system and business schema names to avoid errors.

  12. In the Installation Preview panel, review and, if needed, correct the installation details and click Install.
    After post-installation, a summary of the installation appears.
  13. From the installation summary, review the information and any instructions or errors.
    For example, if a database failed, you can recover and run the upgrade again from the backup of your database by performing the recovery steps:
    1. Restore the database by using the backup created in step 7.
    2. View the installation log files to find and correct the cause of failure.
      For example, review any SEVERE error messages or warnings in the product installer log. See whether errors are due to network, host, or other environment-related issues. You can view a log file of the installation: 
      • (Windows) C:\Users\Administrator\AppData\Local\Temp\smartit_install_log.txt  
      • (UNIX or Linux) /tmp/smartit_install_log.txt
    3. Run the installer again.
      The upgrade will resume from the last successful step.
  14. Click Done to exit the installer.

To upgrade Smart IT in a server group

After you have upgraded at least one server, you can upgrade additional servers in the server group, either separately or in parallel, by following the steps in To upgrade Smart IT on a single server.

Post-Upgrade tasks

Optionally, after the upgrade is complete, perform the following tasks:

Run the migration utilities

Stop and delete services

  • Stop and delete the relevant service:
    • (Windows) From the list of services, manually stop and delete MyITSocialService.
    • (Linux) Run the following command at a command prompt:
      service socialserviced stop
  • Stop and delete the relevant MongoDB service:
    • (Windows) From the list of services, manually stop and delete MongoDB.
    • (Linux) Run the following command at a command prompt:
      service mongod stop
  • From the pluginsvr_config.xml file, delete the SocialEventManager plug-in entry.

Verify the Activity feeds

Verify the Activity feeds from the respective worklog forms and from the SMT:Social_Events form.

Where to go from here

Verifying the Smart IT server installation

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