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.

Upgrading

Smart IT installer supports direct upgrade to Smart IT 18.05 from Smart IT version 1.5.01 and later. Remedy IT Service Management (ITSM) 18.05 is the minimum supported version for Smart IT 18.05.

Before you begin

The following table provides information about specific scenarios that you should consider prior to upgrading to Smart IT 18.05:

ScenarioConsideration or action required

You are using Remedy with Smart IT 2.0 and BMC Digital Workplace 3.5 and you plan to upgrade both Smart IT and Digital Workplace to 18.05 version.

If you use Smart IT and BMC Digital Workplace both, always upgrade BMC Digital Workplace first.

The Smart IT 18.05 installer provides you the option to upgrade only Smart IT.

The Smart IT 18.05 installer does not have an option to upgrade BMC Digital Workplace.

Perform the following steps:

  1. Upgrade to BMC Digital Workplace 18.05:
    1. Upgrading .
    2. (Optional) Run the social data migration utility for BMC Digital Workplace.

  2. Upgrade to Remedy AR System, Atrium Integrator, CMDB, ITSM, SRM and SLM 18.05:
    1. Upgrading BMC Remedy AR System
    2. Verify and complete the AR System upgrade
    3. Performing the BMC Remedy ITSM upgrade
    4. Verify and complete the ITSM upgrade
    5. Upgrade to BMC Service Request Management 18.05
    6. Upgrade to BMC Service Level Management 18.05
    7. Apply the latest patch of BMC Remedy AR System (For more information, see Applying a patch).
    8. Apply the latest patch of BMC Remedy IT Service Management (For more information, see Applying a patch).
    9. Apply the latest patch of BMC Remedy Service Request Management (For more information, see Applying a patch).
    10. Apply the latest patch of BMC Remedy Service Level Management (For more information, see Applying a patch).
  3. Upgrade to Smart IT 18.05:

    Make sure that you have applied the latest patches of BMC Remedy AR System, BMC Remedy IT Service Management, BMC Remedy Service Request Management, and BMC Remedy Service Level Management. For more information, see Applying a patch.


    1. (Pre-Upgrade)
      1. (Optional) Run the social data migration utility for Smart IT.
      2. Verify social data migration
    2. Upgrade to Smart IT 18.05.
      1. Verify the Smart IT upgrade.
    3. Apply the latest patch of Smart IT (For more information, see Applying a patch).
    4. (Post-upgrade)
      1. (Optional) Perform the post-upgrade tasks.
    5. Upgrade Android and iOS mobile clients for Smart IT to 18.05.

You are using Remedy with Smart IT 2.0 and BMC Digital Workplace 3.5 and you plan to upgrade only Smart IT because you do not use BMC Digital Workplace

BMC Digital Workplace will no longer be available for use.

Perform the following steps:

  1. Upgrade to Remedy AR System, Atrium Integrator, CMDB, ITSM, SRM and SLM 18.05:
    1. Upgrading BMC Remedy AR System
    2. Verify and complete the AR System upgrade
    3. Performing the BMC Remedy ITSM upgrade
    4. Verify and complete the ITSM upgrade
    5. Upgrade to BMC Service Request Management 18.05
    6. Upgrade to BMC Service Level Management 18.05
    7. Apply the latest patch of BMC Remedy AR System (For more information, see Applying a patch).
    8. Apply the latest patch of BMC Remedy IT Service Management (For more information, see Applying a patch).
    9. Apply the latest patch of BMC Remedy Service Request Management (For more information, see Applying a patch).
    10. Apply the latest patch of BMC Remedy Service Level Management (For more information, see Applying a patch).
  2. Upgrade to Smart IT 18.05:

    Make sure that you have applied the latest patches of BMC Remedy AR System, BMC Remedy IT Service Management, BMC Remedy Service Request Management, and BMC Remedy Service Level Management. For more information, see Applying a patch.

    1. (Pre-Upgrade)
      1. (Optional) Run the social data migration utility for Smart IT.
      2. Verify social data migration
    2. Upgrade to Smart IT 18.05.
      1. Verify the Smart IT upgrade.
    3. Apply the latest patch of Smart IT (For more information, see Applying a patch).
    4. (Post-Upgrade)
      1. (Optional) Perform the post-upgrade tasks.
    5. Upgrade Android and iOS mobile clients for Smart IT to 18.05.
You are using Remedy with Smart IT 2.0 and BMC Digital Workplace 18.02 and you plan to upgrade both Smart IT 18.05 and BMC Digital Workplace 18.05 in two different servers. 

The Smart IT 18.05 installer provides you the option to upgrade only Smart IT.

The Smart IT 18.05 installer does not have an option to upgrade BMC Digital Workplace.


Perform the following steps:


  1. Upgrade to BMC Digital Workplace 18.05:
    1. Upgrading .
    2. (Optional) Run the social data migration utility for BMC Digital Workplace.
  2. On the new server (Server 2), run a fresh install of Digital Workplace 18.05 and select Add to existing cluster.
  3. Upgrade to Remedy AR System, Atrium Integrator, CMDB, ITSM, SRM and SLM 18.05:
    1. Upgrading BMC Remedy AR System
    2. Verify and complete the AR System upgrade
    3. Performing the BMC Remedy ITSM upgrade
    4. Verify and complete the ITSM upgrade
    5. Upgrade to BMC Service Request Management 18.05
    6. Upgrade to BMC Service Level Management 18.05
    7. Apply the latest patch of BMC Remedy AR System (For more information, see Applying a patch).
    8. Apply the latest patch of BMC Remedy IT Service Management (For more information, see Applying a patch).
    9. Apply the latest patch of BMC Remedy Service Request Management (For more information, see Applying a patch).
    10. Apply the latest patch of BMC Remedy Service Level Management (For more information, see Applying a patch).
  4. Upgrade to Smart IT 18.05:

    Make sure that you have applied the latest patches of BMC Remedy AR System, BMC Remedy IT Service Management, BMC Remedy Service Request Management, and BMC Remedy Service Level Management. For more information, see Applying a patch.

    1. (Pre-Upgrade)
      1. (Optional) Run the social data migration utility for Smart IT.
      2. Verify social data migration
    2. Upgrade to Smart IT 18.05.
      1. Verify the Smart IT upgrade.
    3. Apply the latest patch of Smart IT (For more information, see Applying a patch).
    4. (Post-Upgrade)
      1. (Optional) Perform the post-upgrade tasks.
    5. Upgrade Android and iOS mobile clients for Smart IT to 18.05.
  5. Remove the dwp.xml file from the server 1 from the following path: tomcat/conf/Catalina/localhost.

    Here, you have separate Smart IT 18.05 on the server 1 and BMC Digital Workplace 1805 on the Server 2.


Upgrade sequence

Use the following graphic to make decisions about the upgrade and to understand the upgrade sequence:

Upgrade best practices

  • BMC recommends to upgrade to the latest patch of Smart IT to get the best performance.
  • Use a separate database schema for Smart IT and BMC Digital Workplace.
  • Install Smart IT and Digital Workplace on separate Apache Tomcat servers.
  • Run all the upgrade utilities during the production cut-over activity.

Upgrade process

Smart IT upgrade comprises the following stages:

Before you begin

TaskActionAdditional information
1Upgrade BMC Digital Workplace to version 18.05.

If you are using both Remedy with Smart IT and BMC Digital Workplace, you must upgrade BMC Digital Workplace to version 18.05. For instructions, see Upgrading BMC Digital Workplace in the Digital Workplace online documentation.

2Install BMC Remedy ITSM version 18.05

Before you upgrade Smart IT, you must install BMC Remedy IT Service Management (ITSM) version 18.05. For instructions, see Install Remedy ITSM 18.05 in the Remedy ITSM online documentation.

Stage 1: Prepare to upgrade Smart IT 

TaskActionAdditional information
1

Review the system requirements:

  • Compatibility matrix
  • Remedy On-Premises solution architecture
Make sure that you meet the system requirements for this release. For more information, see System requirements for Smart IT.
2Review the known and corrected issues.
3Download the Smart IT installation files.Find how to obtain the files that you need for installation from the BMC Electronic Product Distribution (EPD) site.
4BMC has conducted an analysis of various performance test results and provided performance benchmarking methodology and environment. Recommendations based on the test results.
5Complete the upgrade worksheets.Before installing the products, gather information about the parameters that the installer requires for each product. The planning spreadsheet provided in this section helps you gather these parameter values.

This information helps you avoid installation errors, when you run the installation.

6Take a backup of Remedy AR server database and Smart IT database. As a precaution in the event of an upgrade failure, back up both the BMC Remedy with Smart IT database and the BMC Remedy AR Server database.
7Create databases.

Optionally, due to the separation of BMC Digital Workplace and Smart IT products, during the Smart IT upgrade, you need to create new DB schemas/users. The new DB schemas/users will contain only Smart IT data.

The Smart IT installer will create the new DB schemas/users automatically. However, if you have database access restrictions and cannot allow the Smart IT installer to create schemas/users, you can create pre-existing schemas/users.

8Migrate your social data.

Starting with version 18.05, MongoDB is no longer used as the database to store your social data.

Optionally, if you need to retain the old social timeline data, migrate your social data from MongoDB to the AR System. This migration ensures that the data is displayed seamlessly on the Smart IT dashboard after the upgrade.

9Upgrade to 64-bit Java Runtime Environment (JRE) 8.Upgrade to JRE 8 on all the servers where Smart IT is installed. For information about downloading JRE 8, see http://www.oracle.com/technetwork/java/javase/downloads/jre8-downloads-2133155.html in the Oracle documentation.
10Upgrade to Remedy Single Sign-On.

Smart IT does not support Atrium Single Sign-On (ASSO). If you are upgrading from an older version of Smart IT where you have ASSO, you need to remove ASSO integration or upgrade to Remedy Single Sign-On to upgrade Smart IT successfully. For more information, see the following topics:

Note: BMC recommends to upgrade the RSSO webagents when Smart IT is upgraded.

  Stage 2: Upgrade Smart IT

TaskActionAdditional information
1Resolve issues indicated by the installer, if any.

Ensure that all the following pre-installation checks run by the installer are successful before proceeding with the installation:

  • Disk space
  • JAVA runtime version
  • Database version
  • Directory permissions
  • Smart IT installed version
  • Components operation status

The installation will not proceed if the pre-installation check detects inconsistencies in the required components.

3

Perform the Smart IT upgrade.

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.
4Verify the Smart IT server installation.Verify whether the upgrade is successful.

Stage 3: Review Smart IT configurations 

After you upgrade, review the following configurations to make your system more robust, secure, and efficient.

TaskActionAdditional information
1Configuring SSL for the Tomcat server

To provide communication security among applications, configure SSL for the Apache Tomcat server. If you enabled SSL as part of the installation , SSL is already configured.

2

The integration of Remedy Single Sign-On with Smart IT.

Remedy Single Sign-On authentication applies to both the universal client and to mobile applications. When a user logs in to a mobile device, the user is prompted to enter the hostname and port. If the server has SSO enabled, the mobile client opens a browser to the SSO login page. The SSO server sets the SSO cookies after authentication on to the device browser. When the user relaunches the application, if the cookies are not expired, the mobile client displays the application. If the cookies are expired, the user is shown the login page again for authentication.

3Smart IT permissionsTo give users access to Smart IT, assign them the required user permissions.
4Login ID requirements for service requests in Smart IT

If your environment uses BMC Service Request Management, ensure that the People records for non-support staff include a login ID. Service requests cannot be submitted for a customer who has a People record with no login ID. Service requests cannot be submitted, because the Smart Recorder uses the login ID to show available  service request templates for that person .

5Enabling full text searchFull text search (FTS) is an optional feature that you can install with the Remedy AR System server. To use FTS with Smart IT, you must install Remedy Knowledge Management, even if you do not plan to create knowledge articles. To use the complete FTS capability, you must configure and enable the FTS feature.
6Enabling SSL for Openfire chat serverComplete the procedure to enable a secure sockets layer (SSL) for the Openfire chat server that runs with Remedy with Smart IT (Smart IT).
7Configuring security options for Smart ITLimit the types of files that users can attach to Smart IT records. Update the content security policy to allow users to attach images from external sources to knowledge articles. If you have Openfire chat installed, edit the  openfire/conf/cross-domain-policy.xml  file to only allow access to data from a specific domain (or domains).
8Configuring the reconciliation method for assetsSmart IT Version 1.5 introduced a new Sandbox Job Calls  setting, which is added to the AST:AppSettings form. This setting controls how reconciliation calls (requests) are processed for assets.

 Stage 4: Deploy Smart IT to users

TaskActionAdditional information
1(Optional) Perform the post-upgrade tasks.NA
2IT users access Smart IT Apple iOS and Google Android mobile clients, as well as through the universal client. The universal client provides access through a web browser.
3Rebranding Smart IT on the Universal ClientOptionally, modify the CSS as per the design of Smart IT 18.05, if you have done the rebranding for the UX console before upgrading Smart IT.

Related topics

Upgrade to BMC Digital Workplace Basic 18.05


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Comments

  1. Andrea Rose

    Can't open links "Upgrade to BMC Digital Workplace 18.05" and can't find any Upgrade documentation about Digital Workplace Basic 18.05

    Jul 31, 2018 01:49
    1. Ravee Panjwani

      Thanks for your comment, Andrea. The link should now work as expected, since BMC Digital Workplace 18.05 is now GA.

      Aug 01, 2018 09:21
    1. Nilay Agambagis

      Hello Andrea,

      I have included link to BMC Digital Workplace Basic 18.05 upgrade topic, under the Related Topics.

      Regards,

      Nilay Agambagis

      Aug 08, 2018 01:22
  2. Andrea Rose

    And what about "Apply the BMC Remedy AR System 18.05.002 patch (Patch 2 for version 18.05)"? This a link to Smart IT patch not AR System as I would expect. The same for ITSM. Is this correct? And I can't find anything abpout patches for AR system 18.05 and ITSM.

    Aug 22, 2018 03:33
    1. Nilay Agambagis

      Hello Andrea,

      BMC Remedy AR System 18.05.002 patch (Patch 2 for version 18.05) was applicable only for those who were using Smart IT. That patch could be downloaded as per the procedure described in the Applying the patch section.

      A more recent patch, 18.05.003: Patch 3 for version 18.05 is released and it is a cumulative patch. Please ignore 18.05.002: Patch 2 for version 18.05 and directly apply 18.05.003: Patch 3 for version 18.05.

      Regards,

      Nilay Agambagis

      Aug 29, 2018 12:39
  3. Shayne Froelich

    The link to Upgrade to Remedy ITSM 18.05 for 2c does not work

    Nov 26, 2018 03:04
    1. Nilay Agambagis

      Hello Shayne,

      Thanks a lot for your comment.

      I have corrected the links.

      Regards,

      Nilay Agambagis

      Nov 28, 2018 11:10
  4. Marek Ceizel

    For this use case: You are using Remedy with Smart IT 2.0 and BMC Digital Workplace 18.02 and you plan to upgrade both Smart IT 18.05 and BMC Digital Workplace 18.05 in two different servers. (remove dwp.xml) this turns off the new DWP. But the previous /ux/myitapp is still running and available. how to disable that one immediatelly after upgrade ?

    Feb 04, 2019 04:24
    1. Dhanya Menon

      Hello Marek,

      Thank you for your comment.

      I am checking with the SME on this query and will get back with an answer soon.

      Regards,

      Dhanya Menon

      Feb 05, 2019 04:05
    1. Vaibhav Wadekar

      Hello Marek,


      After DWP and Smart IT Upgrade, you should only see below files in the tomcat\conf\catalina\localhost directory


      • smartit.xml - This is for Smart IT
      • dwp.xml - This is for DWP
      • social.xml - This is for the social Service
      • documentation-dwp.xml - DWP Documentation Library
      • download-dwp.xml - Download IPA client URL.


      Lets say you want to remove existing MyIT, you can remove any other file. Or you can delete the directory structure by renaming it. ( taking backup )


      hope this helps.


      ~ Vaibhav

      Feb 11, 2019 11:11