This documentation supports the 18.08 version of Remedy with Smart IT.

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

Preparing for upgrade

Complete the following tasks:   

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.
7

Upgrade database


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. For more information, see Create databases.

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.

If you are upgrading from any version earlier than 18.05, you need to migrate your social data as starting from 18.05, MongoDB is no longer used as the database to store your social data.

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.

 

Where to go from here

Performing the Smart IT upgrade




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