Upgrading

Smart IT installer supports direct upgrade to Smart IT 20.02 from Smart IT version 1.5.01 and later. Remedy IT Service Management (ITSM) 18.05 with the deployment patch of 20.02 is the minimum supported version for Smart IT 20.02.

Before you begin

The following table provides information about specific scenarios that you should consider prior to upgrading to Smart IT 20.02:

Scenario

Consideration or action required

You are using Remedy with Smart IT 18.05 with latest patch and you have ITSM 18.05 with the deployment patch of 20.02. Now, you plan to upgrade Smart IT 20.02 version.

Perform the following steps:

Upgrade to Smart IT 20.02:


    1. Upgrade to Smart IT 20.02
      1. Verify the Smart IT upgrade.
    2. (Post-Upgrade)


      1. (Optional) Perform the post-upgrade tasks.
    2. Upgrade Android and iOS mobile clients for Smart IT to 20.02.

You are using Remedy with Smart IT 2.0 and BMC Digital Workplace 3.5 with AR ITSM 9.1.x and you plan to upgrade both Smart IT and Digital Workplace to 20.02 version.

If you use Smart IT and BMC Digital Workplace both, always upgrade BMC Digital Workplace first.

The Smart IT 20.02 installer provides you the option to upgrade only Smart IT.

The Smart IT 20.02 installer does not have an option to upgrade BMC Digital Workplace.

Perform the following steps:

  1. Upgrade to BMC Helix Digital Workplace 20.02:
    3. (Optional) Run the social data migration utility for BMC Digital Workplace.

  2. Upgrade to Remedy AR System, Atrium Integrator, and CMDB 20.02:

  3. Upgrade ITSM, SRM, SLM to 18.05:
    Installing ITSM

    .

  4. Apply the latest deployment packages of ITSM, SRM, SLM 20.02:
    Installing ITSM


  5. Upgrade to Smart IT 20.02:
    1. (Pre-Upgrade)
      1. (Optional) Run the social data migration utility for Smart IT.
      2. Verify social data migration
    2. Upgrade to Smart IT 20.02.
      1. Verify the Smart IT upgrade.
    3. (Post-upgrade)
      1. (Optional) Run the migration utilities and perform the post-upgrade tasks.
    4. Upgrade Android and iOS mobile clients for Smart IT to 20.02.
Important

In case you need to change the AR Server references, make the changes in the SMT:Administration Console form.

You are using Remedy with Smart IT 2.0 and BMC Digital Workplace 3.5 and you plan to upgrade only Smart IT because you do not use BMC Digital Workplace. 

BMC Digital Workplace will no longer be available for use.

  1. Upgrade to Remedy AR System, Atrium Integrator, and CMDB 20.02:

  2. Upgrade ITSM, SRM, SLM to 18.05:
    Installing ITSM

    .

  3. Apply the latest deployment packages of ITSM, SRM, SLM 20.02:
    Installing ITSM

    .

  4. Upgrade to Smart IT 20.02:
    1. (Pre-Upgrade)
      1. (Optional) Run the social data migration utility for Smart IT.
      2. Verify social data migration
    2. Upgrade to Smart IT 20.02
      1. Verify the Smart IT upgrade.
    3. (Post-upgrade)
      1. (Optional) Run the migration utilities and perform the post-upgrade tasks.
    4. Upgrade Android and iOS mobile clients for Smart IT to 20.02.
Important

In case you need to change the AR Server references, make the changes in the SMT:Administration Console form.

Refer to the following image to know the components that require the deployment package:

Upgrade_scenarios.jpg

Upgrade sequence

Use the following graphic to make decisions about the upgrade and to understand the upgrade sequence:

Note

If you are upgrading from Smart IT 18.05 to Smart IT 20.02, you don't need to run the Social data migration utility while upgrading.


upgrade_paths_1808 (002).png

Best practice

  • We recommend to upgrade to the latest patch of Smart IT to get the best performance.
  • Use a separate database schema for Smart IT and BMC Digital Workplace.
  • Install Smart IT and Digital Workplace on separate Apache Tomcat servers.
  • Run all the upgrade utilities during the production cut-over activity.

Upgrade process

Smart IT upgrade comprises the following stages:

SmartIT_upgrade_process.png

Before you begin

Task

Action

Additional information

1

Upgrade BMC Digital Workplace to version 20.02.

If you are using both Remedy with Smart IT and BMC Digital Workplace, you must upgrade BMC Digital Workplace to version 20.02. For instructions, see Upgrading BMC Digital Workplacein the Digital Workplace online documentation.

2

Install BMC Remedy ITSM version 18.05 and apply the latest deployment package of 20.02.

Before you upgrade Smart IT, you must install BMC Remedy IT Service Management (ITSM) version 18.05 and apply the latest deployment package of 20.02. For instructions, see Installing BMC Remedy ITSMin the Remedy ITSM online documentation.

Stage 1: Prepare to upgrade Smart IT

Changing AR server and database reference

You can change AR server reference in the SMT:Administration Console and CONFIGURATION_PARAMETER table to point to AR load balancer. During the upgrade if MyITInstalledConfiguration.xml is not updated with the load balancer, then Smart IT installer replaces entries in the SMT:Administration Console and CONFIGURATION_PARAMETER table as per the entries in the MyITInstalledConfiguration.xml file. For more information, see KA #000245563.

  Stage 2: Upgrade Smart IT

Stage 3: Review Smart IT configurations 

After you upgrade, review the following configurations to make your system more robust, secure, and efficient.

 Stage 4: Deploy Smart IT to users

 

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