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.

Upgrade process overview

The following table outlines the general upgrade process for BMC Service Request Management.

Note

To avoid installation problems, consider installing only one version of BMC Service Request Management on your computer.

Step

Operation

Comments

1

Review the compatibility matrix, and ensure that BMC Service Request Management is compatible with your system.

The compatibility information listed in the product documentation is subject to change. For the latest, most complete information about what is officially supported, see the compatibility matrix at http://www.bmc.com/support.

2

Check the websites of the suppliers of the platforms in use at your site to verify that they are still supported.

BMC does not support platforms that are no longer supported by the vendor. Carefully read the system requirements for your particular operating system, especially the patch requirements.

3

Review the BMC Remedy AR System, BMC Atrium CMDB, and any supporting BMC Remedy ITSM application requirements.

If you are installing or upgrading AR System, BMC Atrium CMDB, or any supporting BMC Remedy ITSM applications, read the information about their system requirements carefully (for example, prerequisites for your underlying database) before you start installing BMC Service Request Management. Ensure that the BMC Remedy AR System server meets the minimum hardware requirements described in AR System hardware requirements Installing applications onto an underpowered server can result in unexpected system behavior, which can include installation errors, slow response time, and sudden application stoppages.

4

Review Known issues and workarounds for BMC Service Request Management.

For updated installation prerequisites, including BMC Remedy AR System server and application patches, see http://www.bmc.com/support.

5

(Upgrades from BMC Service Request Management 2.2.00 SP4 only) Run the BMC Service Request Management Navigation Catalog utility.

This utility detects specific conflicts with the category information defined in BMC Service Request Management 2.2.00 SP4. These conflicts could cause the categories to be migrated incorrectly. To obtain the utility, go to the Knowledge Base on the Customer Support website (http://www.bmc.com/support), search for 20026335, and perform the steps listed in the BMC Service Request Management Navigation Catalog utility article.

6

Document the application workflow you have disabled.

Application workflow is overwritten and re-enabled during an upgrade installation.

7

Export your application customizations to ARX and DEF files.

If you encounter installation problems, this enables you to preserve customizations you have made to the application. During an upgrade installation, UI view changes will revert back to the original layout.

8

Back up the BMC Remedy AR System database.

Do not skip this important step, which enables you to restore BMC Remedy AR System to its preinstallation state if you encounter problems.

9

Review and complete the appropriate preinstallation procedures.

See the following topics:

10

upgrade the following products and add their licenses:

  1. If not already installed, install the following products:
    • BMC Remedy Action Request System (AR System) server
    • BMC Remedy Approval Server
    • BMC Remedy Assignment Engine
  2. Add the BMC Remedy AR System server license.
  3. Install BMC Atrium CMDB and BMC Product Catalog. (The installer automatically add its licenses.)
  4. Add the BMC:Financial Mgmt Application license (for Foundation).

Add the BMC Remedy AR System server license immediately after the BMC Remedy AR System installation. Then, add the BMC Atrium Core application licenses. (The Atrium Integration Engine and Atrium CMDB licenses are automatically added by the BMC Atrium CMDB installer.) Then, proceed with the BMC Atrium CMDB installation.
Install the Approval Server before installing BMC Asset Management or BMC Change Management. If you are installing multiple BMC Remedy ITSM applications, install the Approval Server only once.
Install the Assignment Engine before installing BMC Remedy ITSM applications. If you are installing multiple BMC Remedy ITSM applications, install the Assignment Engine only once.

For more information, see Planning BMC Remedy AR System installation in an enterprise environment and the BMC Atrium Core installation documentation.

11

(Optional) If you want to enable full text search (FTS), add an FTS license.

For information about licensing, see Application licenses.

12

Activate the BMC Service Request Management application license (BMC:SR Mgmt Application). Activate the licenses for the following optional applications:

  • BMC Remedy ITSM applications
  • BMC Service Level Management
  • BMC Knowledge Management

For information about licensing, see Application licenses.

13

(Upgrades from BMC Service Request Management 2.2.00 SP4 only) Install patch 003 (or later) for BMC Service Request Management 2.2.00 SP4.

Before installing BMC Service Request Management 8.1.00, you must first upgrade version 2.2.00 SP4 to patch 003 or later. For information about downloading patches, see Downloading service packs.

14

For HP-UX and Linux systems, configure the operating system to allow long file names to be read and copied.

You might have operating system configuration issues in you install directly from a DVD. In some cases, the DVD mount causes long file names from the DVD to fail.

15

Ensure that no application is using port 12333.

The installer uses port 12333.

16

Install BMC Service Request Management and any other BMC applications.

See Installing BMC Service Request Management.

Note: If you previously installed any BMC Remedy ITSM applications, install the latest patches before you install BMC Service Request Management. When you upgrade BMC Service Level Management and BMC Service Request Management, you might receive error messages that look similar to this:

[ERROR][Wed Dec 1 11:23:42.245] ImportFileNode- ARImport() for "INTEG_SLMSRS_SLM%Measurement2.def" returned non-zero return code 2
[ERROR][Wed Dec 1 11:23:42.245] ImportFileNode- 168 Error with one of the field/assignments in the set filter/active link/escalation definition SLM:Measurement
[WARNING][Wed Dec 1 11:23:42.255] ImportFileNode- 311 Field ID is not related to this form 1000003009

If you encounter these error messages, re-import the failed definition file after you upgrade BMC Service Level Management and BMC Service Request Management to version 8.1.00. (Select the Overwrite option.) For information about downloading patches, see Downloading service packs.

17

Install online Help.

See Installing help

18

Ensure that application users have the correct permissions.

See User Permissions.

19

Perform post-installation activities.

See Configuring after installation.

20

If you are upgrading from an earlier version of BMC Remedy IT Service Management (BMC Remedy ITSM)

Read the information provided in Configuring after installation to determine if you need to run any of the post-upgrade update jobs.

Upgrading SRM with Process Designer Installed

Before upgrading to SRM with Process Designer installed in the environment, refer to the following table:

SRM Version

Upgrade to

Upgrade path

7.6.04 SP2 and later with Process Designer version 8.3.02, 8.3.03 or 8.3.04 installed.

SRM to a later version.

For example, upgrade SRM 8.1 SP1 to 8.1 SP2.

The recommended upgrade path is to upgrade Process Designer to version 9.0 followed by the SRM upgrade.

Note

If you upgrade SRM to any version prior to 9.0, the Process Designer fields present in the SRM forms are deleted. The product does not give any error or warning before deleting these fields.


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