Preparing for upgrade

Use the following procedure to prepare for an upgrade of BMC Virtual Chat.

To prepare for upgrade

  1. Verify that your system meets the minimum system requirements. For more information, see System requirements.

  2. Review the Known and corrected issues for workarounds with known installation and upgrade issues.
  3. Back up the BMC Remedy AR System database.
  4. From the BMC Remedy AR System server, back up the following files manually:
    1. BMCSoftware\BMCARSystem\conf\ar.cfg
    2. BMC Software\ARSystem\pluginsvr\pluginsvr_config.xml
  5. From all the BMC Remedy Mid-Tier servers in which BMC Virtual Chat is installed, back up the following files manually:
    1. Tomcat\webapps\eschat\WEB-INF\classes\
    2. (For version 9.1.0 only) Tomcat\webapps\eschat\WEB-INF\classes\ 
  6. To allow import of new data along with the new forms, in the Self Service Portal Configuration window, rename all the Interfaces <locale> entries to Interfaces <locale> Old

    Note: This step is not required in BMC Virtual Chat version 9.1.01 and later.

    1. Click Show Disabled
      The following image shows the interfaces to be renamed:

      SSP delete interfaces

    2. Select an interface and click Modify.
    3. In the Self Service Configuration window, in the Name field, rename the entry.
    4. Click Save.
    5. Repeat steps b-e for the remaining interfaces.

Where to go from here

Downloading the installation files

Related topic

Performing the upgrade

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