Upgrading BMC Digital Workplace

The BMC Digital Workplace installer supports direct upgrade to BMC Digital Workplace 20.02 from BMC Digital Workplace 18.05 Patch 1 or later.

Available upgrade paths

Considerations prior to upgrading

The following table provides information about specific scenarios that you should consider prior to upgrading to BMC Digital Workplace 20.02:

Best practice
Install BMC Digital Workplace on a dedicated server. To avoid performance issues, do not install BMC Digital Workplace on servers that host other applications, such as BMC Remedy Mid Tier.

For more information, watch the following BMC webinar. (Go to 29:07 in the video to learn about the upgrade process.)

https://youtu.be/nAt58AZpuxw

Upgrade recovery

The installer provides the option to recover from an upgrade failure. If the upgrade fails, the installer rolls back all the changes made to the database and configuration files. Rerunning the installer resumes the upgrade process from the point where the upgrade failed in the previous attempt.

Notes

Do not exit the installer while the upgrade is in progress.
Take a backup of the BMC Remedy AR server and BMC Digital Workplace database, indicated as a step in the upgrade process.

Stage 1: Prepare to upgrade BMC Digital Workplace

For more information, watch the following BMC webinar. (Go to 22:39 in the video to learn about data migration.)

https://youtu.be/nAt58AZpuxw

Stage 2: Upgrade BMC Digital Workplace

Note

If you are on BMC Remedy IT Service Management (ITSM) 9.1.x and later, upgrading to BMC Digital Workplace 20.02 restarts the AR System plug-in server process. The server restart causes a downtime of a few seconds. Make sure to schedule this planned downtime.

Stage 3: Review BMC Digital Workplace configurations

Also review the following configurations: