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Upgrading BMC Digital Workplace and Smart IT

The Remedy with Smart IT (Smart IT) and BMC Digital Workplace installer supports direct upgrade to Smart IT 2.0 and BMC Digital Workplace 18.02.00 from the following versions, respectively:

  • Smart IT 1.4, 1.5, 1.5.01, 1.6
  • MyIT 3.1, 3.2, 3.3
  • BMC Digital Workplace 3.3.02, 3.4, 3.5

The Smart IT 2.0 and BMC Digital Workplace installer also supports upgrade from Smart IT 1.6.

Related topic

 Uninstalling-BMC-Digital-Workplace-and-Smart-IT

Considerations prior to upgrading

The following table provides information about specific scenarios that you should consider prior to upgrading to Smart IT 2.0 and BMC Digital Workplace 18.02:

Upgrade recovery

The installer for Smart IT 2.0 and BMC Digital Workplace 18.02 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 had failed in the previous attempt.

Notes

  • Do not exit the installer while the upgrade is in progress.
  • In rare cases, you might need to perform the upgrade from all over again. This requires that you take a back up of  BMC Remedy AR server database and Smart IT and BMC Digital Workplace database, indicated as a step in the upgrade process.


Upgrade process

BMC Digital Workplace and Smart IT use the same server and share the same installer. This topic describes the general upgrade process.

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

Smart IT and BMC Digital Workplace upgrade comprises the following stages:

Stage 1: Prepare to upgrade Smart IT and BMC Digital Workplace

Stage 2: Upgrade Smart IT and BMC Digital Workplace

Note

If you are on BMC Remedy IT Service Management (ITSM) 8.1.02 and later, upgrading to Smart IT 2.0 and BMC Digital Workplace 18.02.00 restarts the AR System plug-in server process. The server restart causes a downtime of a few seconds.This allows you to schedule a planned downtime.

Stage 3: Review Smart IT and BMC Digital Workplace configurations 

 

Stage 4: Review Smart IT configurations 

Note

Links in this table direct you to the Smart IT online documentation.

Stage 5: Review BMC Digital Workplace configurations 

Stage 6: Deploy Smart IT and BMC Digital Workplace to users

 

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