This documentation supports the 19.02 version of Remedy with Smart IT.

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

Migrating Smart IT customization and configuration from 2.0 and earlier

If you are upgrading from Smart IT 2.0 or earlier, you must run the Smart IT data migration utility to prevent data loss. You can migrate existing Smart IT customization and configuration by using this utility.

Important

If you are upgrading from Smart IT 18.05 or later, you do not need to run this utility.

This utility is provided with the Smart IT installer. You can execute the tool after successful installation of Smart IT. If you are upgrading from any version earlier than 2.0, you can migrate your existing customization information for incident, change, task and Work Order tickets to Smart IT latest version by using this tool. If you are upgrading from Smart IT 2.0, then you need to run this utility only to migrate the data of the Task and Work Order ticket types. If you are upgrading from any version prior to Smart IT 2.0, you can also move the information from Smart IT database and SHARE:Application_Properties to the tenant specific Centralized configuration of Smart IT.  This tool compares the old screens with the newly installed or upgraded screens and resolves conflicts. You can also define the specific information that you want to migrate from your existing Smart IT version to Smart IT latest version if you don't want to migrate all of your existing information. It also creates audit log and error log to display the modifications done by this tool after executing it.

Note

  • The data migration utility is used to migrate information for Customization, Provider Action and CCS from the previous version of Smart IT to the latest version in the same computer. Data are migrated from Smart IT database to ITSM. So, while running the data migration utility, Smart IT database, ITSM and common Smart IT server should be running.
  • For Centralized configuration, this utility is required to run for migrating information only if the Smart IT installer fails to migrate information. The Smart IT installer log file captures the warning message if this utility fails while upgrade.

To run the customization and configuration data migration utility

  1. Unzip the customization-migration.zip folder from the following path in your machine:
    \Program Files\BMC Software\Smart_IT\SmartITCustomizationUtil
    The folder myitsm-customization-migration appears.
  2. Double click the myitsm-customization-migration folder. This folder contains multiple files as displayed in the following image:
  3. (Optional) Open the customization-migration-script.bat file for Windows and customization-migration-script.sh for Linux. 
    This is the template to set different server host, port, user id and password. 

    The following table provides more details about the variables that you must set.

    Variable Name Description
    SMARTIT_DB_VENDOR Smart IT Database vendor name (Oracle/SQL)
    SMARTIT_DB_HOST Smart IT Database host name
    SMARTIT_DB_PORTSmart IT Database TCP port
    SMARTIT_DB_SIDSmart IT Database SID
    SMARTIT_DB_ADMIN_USERSmart IT Database Admin User
    SMARTIT_DB_ADMIN_PASSWORDSmart IT Database Admin password
    SMARTIT_DB_SCHEMA_NAMESmart IT Database Schema name
    ITSM_SERVER_HOSTRemedy IT Service Management Server host
    ITSM_SERVER_PORTRemedy IT Service Management Server port
    ITSM_SERVER_ADMIN_USERRemedy IT Service Management Server admin user
    ITSM_SERVER_ADMIN_PASSWORDRemedy IT Service Management Server admin password
    TENANT_ID

    Tenant ID
    Default value: 000000000000001

    GALILEO_SERVER_HOSTCommon Remedy Action Request System Server hostname 
    GALILEO_SERVER_PORTCommon Remedy Action Request System Server port
    GALILEO_SERVER_ADMIN_USERCommon Remedy Action Request System Server Admin user
    GALILEO_SERVER_ADMIN_PASSWORDCommon Remedy Action Request System Server Admin password
    DATA_STORE Application data that is to be migrated.
    Example: "Incident" or "change" or "workorder" or "task" or "ccs" 
    FEATURE

    Migration Feature (CCS, customization, providerAction)
    By default, this parameter is empty.

    hardReset Reset this flag to delete the overlay record from Field and Field properties. Set this parameter as false if you are running CCS or customization migration.
    MIGRATIONSet this value as False only when you are performing a hard reset. When you run the migration, this parameter must be set to True.
    DBNM Smart IT Server Database name

    Example:

    set JAVA_HOME=D:\Java\jdk
    
    REM SMARTIT DB Information
    set SMARTIT_DB_VENDOR=sql
    set SMARTIT_DB_HOST=<servername>.domain.com
    set SMARTIT_DB_PORT=1433
    set SMARTIT_DB_SID=
    set SMARTIT_DB_ADMIN_USER=SmartIT_Business
    set SMARTIT_DB_ADMIN_PASSWORD=Tester01
    set SMARTIT_DB_SCHEMA_NAME=SmartIT_Business
    
    REM ITSM server Information
    set ITSM_SERVER_HOST=<servername>
    set ITSM_SERVER_PORT=46262
    set ITSM_SERVER_ADMIN_USER=Demo
    set ITSM_SERVER_ADMIN_PASSWORD=password
    
    REM TenantId
    set TENANT_ID=000000000000001
    
    REM GALILEO server Information
    set GALILEO_SERVER_HOST=<servername>
    set GALILEO_SERVER_PORT=46262
    set GALILEO_SERVER_ADMIN_USER=Demo
    set GALILEO_SERVER_ADMIN_PASSWORD=password
    
    REM FEATURE
    set FEATURE=customization
    
    REM DATA STORE Information
    set DATA_STORE=incident
    
    set HARD_RESET=True
    
    Set Migration=False
    
    set DBNM=SmartIT

    For detailed information, see readme.txt file, which is available in the myitsm-customization-migration folder. You can refer to the relevant examples given in the readme.txt file.

  4.  (Optional) Define and save the server information.
  5. Double click or run the batch file customization-migration.bat or customization-migration-script.sh from the command prompt with the required parameters to execute the data migration process.


To verify the success of the customization and configuration data migration utility

You can check the detailed information after the data migration is done from the following forms of Mid Tier:


 SMT:SmartIT Audit form

This form gives you the overall status of the data migration.


 SMT:SmartIt Error Log

This form provided information if there is any failure that occurs during data migration.

Additional Information

Smart IT recommends not to change the panel mapping in the property file. In case you need to change the mapping, you should always follow the Smart IT defined structure.

Panel mapping details

The following table shows the panels that were present in Smart IT 1.6 and are now mapped in Smart IT 18.05 and later versions:

Data SourceType

Smart IT Panel names in earlier versions (For example 1.6)

Smart IT 18.05 and later version Panel names
IncidentView

incidentDetailsScreen.recordSummary
incidentDetailsScreen.customerCard
incidentDetailsScreen.assignment
incidentDetailsScreen.categorization
incidentDetailsScreen.customerDetails
incidentDetailsScreen.additionalInfo

recordSummary
customerNameDetails
assignmentSectionName
categorization
customerNameDetails
additionalData

IncidentCreate

incidentDetailsScreen.recordSummary
incidentDetailsScreen.customerCard
incidentDetailsScreen.assignment
incidentDetailsScreen.categorization
incidentDetailsScreen.customerDetails
incidentDetailsScreen.additionalInfo

recordSummary
customerNameDetails
affectedServiceSection
categoryPanel
customerNameDetails
additionalData

ChangeView

changeRequestScreen.basics
changeRequestScreen.dates
changeRequestScreen.risks

additionalData
actualDatesSection
requestedForNameDetails

ChangeCreate

changeRequestScreen.basics
changeRequestScreen.dates
changeRequestScreen.risks

additionalData
actualDatesSection
recordSummary

Work OrderView

workOrderDetailsScreen.recordSummary
workOrderDetailsScreen.customerCard
workOrderDetailsScreen.assignment
workOrderDetailsScreen.categorization
workOrderDetailsScreen.additionalInfo

recordSummary
customerNameDetails
assignmentNameDetails
categorization
additionalData1

Work OrderCreate

workOrderDetailsScreen.recordSummary
workOrderDetailsScreen.customerCard
workOrderDetailsScreen.assignment
workOrderDetailsScreen.categorization
workOrderDetailsScreen.additionalInfo

recordSummarySection
customerNameDetails
assignmentNameDetails
categorySection
additionalData1

TaskView

taskDetailsScreen.recordSummary
taskDetailsScreen.assignment
taskDetailsScreen.categorization
taskDetailsScreen.additionalInfo

recordSummary
assignmentSectionName
categorizationPanel
additionalData1

TaskCreate

taskDetailsScreen.recordSummary
taskDetailsScreen.assignment
taskDetailsScreen.categorization
taskDetailsScreen.additionalInfo

recordSummary
assignmentNameDetails
categoryPanel
additionalData1

Fields that are not migrated

Certain fields that were part of the customization in an earlier Smart IT version (for example, Smart IT 1.6), will not be migrated to Smart IT 18.05 and later versions as these are now included as default fields. The following list shows the fields: 

Incident ticket fields

  • resolution
  • siteGroup
  • supportGroups
  • locationCompany
  • site
  • contactOrganization
  • resProductName
  • resProductModelVersion
  • region
  • contactFirstName
  • contactEmail
  • contactLastName

Change ticket fields

  • contactCompany
  • requestedByCompany
  • targetDate
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Comments

  1. Peter Guggenbuhl

    Hi, In the Settings of the file customization-migration-script.bat file the parameter are described very poor.

    SMARTIT_DB_SCHEMA_NAME After Upgrading SmartIT there exist two schema names. One of the previous version and one of the new version. So can you please state what schema Name should be used for the configuration file. In my installation this would be SmartIT_Business or SmartIT_Business_SmartIT

    SMARTIT_DB_ADMIN_USER Is there the User of the previous version or User of new Version In my installation this would be User SmartIT_Business or User SmartIT_Business_SmartIT

    Thanks for a short statement, Peter

    Aug 14, 2019 05:49
    1. Nilay Agambagis

      Hello Peter,

      Thanks a lot for your comment.

      If you are upgrading from Smart IT 18.05 or later version, you do not need to run this utility.

      If you are upgrading from Smart IT 2.0 or earlier version, please follow the upgrade sequence mentioned in the following link:

      Upgrading

      You need to run this utility during the post-upgrade checks:

      Performing the Smart IT upgrade

      If these steps are not answering your query, please tell us exactly from which version of Smart IT you are upgrading so that we can understand more on this.

      Regards,

      Nilay Agambagis

      Aug 26, 2019 04:57
  2. Peter Guggenbuhl

    Hi, Additionally I need to know if the customisation utility also supports customisations migration for Asset. If yes, then how do I run this. Thanks Peter

    Aug 14, 2019 06:27
    1. Nilay Agambagis

      Hello Peter,

      Thanks a lot for your comment.

      This utility is not applicable for asset.

      Regards,

      Nilay Agambagis

      Aug 26, 2019 04:48