This documentation supports the 20.02 version of Remedy with Smart IT.

To view an earlier version, select the version from the Product version menu.

Preparing for upgrade

Complete the following tasks:   

TaskActionAdditional information

Review the system requirements:

  • Compatibility matrix
  • Remedy On-Premises solution architecture Open link
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.

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 or above version.

Upgrade to JRE 8 or above version on all the servers where Smart IT is installed. For information about downloading JRE 8, see in the Oracle documentation.

Note: If users want to change Java to Open JDK 11 or 12 for Smart IT, then they need to manually remove remove  "-XX:+UseParNewGC" parameter from the Java options.   

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:

Best practice: We recommend that you upgrade the RSSO webagents when Smart IT is upgraded.

Changing AR server and database reference

You can change AR server reference in the SMT:Administration Console and CONFIGURATION_PARAMETER table to point to AR load balancer. During the upgrade if MyITInstalledConfiguration.xml is not updated with the load balancer, then Smart IT installer replaces entries in the SMT:Administration Console and CONFIGURATION_PARAMETER table as per the entries in the MyITInstalledConfiguration.xml file. For more information, see KA #000245563.

Where to go from here

Performing the Smart IT upgrade

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