This documentation applies to the 8.1 version of Service Request Management, which is in "End of Version Support." You will not be able to leave comments.

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

Preparing to upgrade

Important

If you are upgrading any combination of BMC Remedy IT Service Management, BMC Service Level Management, and BMC Service Request Management, use the following upgrade sequence:

  1. BMC Remedy IT Service Management
  2. BMC Service Request Management
  3. BMC Service Level Management

But if you are upgrading from BMC Service Level Management 7.5 or earlier, use the following sequence (due to a known integration issue):

  1. BMC Remedy IT Service Management
  2. BMC Service Level Management
  3. BMC Service Request Management

Note

Review the group IDs of any custom groups that you created. Make sure that none of them fall within the group IDs that are reserved by BMC Remedy AR System. Otherwise, you will not be able to successfully import the sample data.

The application installer supports the following upgrades:

  • BMC Service Request Management version 2.2.00 P3 (and later versions) to version 8.1.00 (and later versions)
  • BMC Service Request Management 7.6.04 SP1 (and later versions) to version 8.1.00 (and later versions)

To upgrade BMC Service Request Management 2.2.00, you must first install BMC Service Request Management 2.2.00 P4 (or later versions) and then install BMC Service Request Management 8.1.00 (and later versions).

To prepare for upgrade

  1. Back up the BMC Remedy AR System database.
  2. Export your existing BMC Service Request Management data. For more information, see Exporting SRDs, PDTS, and supporting data.
  3. If you performed customizations, create overlays or custom objects to preserve them; otherwise, the upgrade overwrites them.
    For detailed instructions, see Upgrading without overlays already present.
  4. Back up any workflow customization before upgrading to BMC Service Request Management 8.1.00.
    • Workflow is overwritten during an upgrade installation.
    • Export any customizations before the upgrade installation.

      Note

      As a best practice, adopt a naming convention (such as a prefix for workflow) for your customizations so that you do not use the same names that BMC Service Request Management uses.

  5. Back up user interface modifications customizations you made to form views.
    • Fields you added to a form are not deleted during the upgrade.
    • User interface changes you made revert to the original layout.
    • As a best practice, generate a copy of a current view and make your changes to that view. During an upgrade, your changes are not overwritten.
  6. Make a list of the workflow objects that you disabled in your current BMC Service Request Management application.
    Those workflow items are re-enabled during the upgrade if the workflow object is part of application workflow.

    Note

    The use of opening HTML tags, <html> and <body>, and ending HTML tags, </body> and </html>, in the Description field of SRDs is not supported. If the description of your existing SRDs contain these HTML tags, you must manually remove them after upgrade.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Comments

  1. Yo han Kim

    Hello just had a customer run into a failed upgrade due to forms being Reserved. Can we please add a section on all upgrade sections in regards to this? As a check list to ensure all forms are not Reserved. Thank you!

    Dec 12, 2014 02:17
    1. Catherine Siderine

      Hi John,

      Sorry for the delayed response. I have forwarded your comment to the writer who takes care of this section.

      Regards,

      Cathy

      Dec 23, 2014 06:17