Performing the BMC Remedy ITSM Process Designer upgrade

BMC Remedy ITSM Process Designer upgrade sequence

After you upgrade the platform, upgrade BMC Remedy ITSM Process Designer in the following order according to your version:

• If your BMC Remedy ITSM Process Designer is at 8.3.02 and 8.3.03, upgrade it before you upgrade BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management.
• If your BMC Remedy ITSM Process Designer is at 8.3.04 or later, upgrade it after you upgrade BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management.
• If you are performing a fresh installation of BMC Remedy ITSM Process Designer along with the upgrade of other application components, you must install it after you upgrade the other application components.

Before you begin

• If you have not done so already, prepare the system to run the installers. If you want to run in nonadmin mode on Windows, see Preparing-a-Windows-environment. If you want to run in nonroot mode on UNIX, see Preparing-a-UNIX-environment.
• New fields related to BMC Remedy ITSM and BMC Service Request Management (SRM) are added to Process Designer. These fields should not be modified, customized, or deleted. For these field details, refer to the following files:
  • For ITSM, see PD-ITSM Integration fields
  • For SRM, see PD-SRM Integration fields

To upgrade BMC Remedy ITSM Process Designer

If you need to upgrade Process Designer in a server group, silently or remotely, see Alternate BMC Remedy ITSM Process Designer upgrade methods.

1. If you have not already done so, download the BMC Remedy ITSM Process Designer installer from EPD.
2. Unzip the installer.
3. Navigate to the Disk 1 folder.
4. Start the installer.
   • For Windows, run setup.exe.

   • For UNIX, run setup.bin.

     Best practice
     When installing the application on UNIX, we recommend that you perform the installation as a root user. However, you can perform the installation as a non-root user, but you must log on to the UNIX system under the same UNIX user ID that was used to install BMC Remedy AR System.

5. In the Welcome panel, click Next.
6. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
7. In the BMC Remedy AR System User Inputs panel, perform the following actions and then click Next:
   1. Verify that the administrator name and password are correct.
      Modify them as needed.
   2. Verify the AR System TCP Port.
      By default it is set to 0.
   3. Verify the AR System server name.
   4. For Process Designer, configure the Private RPC Port.
      For more information, see Configuring-Private-RPC-Port-for-BMC-Remedy-Process-Designer.
8. In the Directory Selection panel, navigate to the directory in which you want to install BMC Remedy ITSM Suite and then click Next.
   • (Windows default) C:\Program Files\BMC Software\ProcessDesigner

   • (UNIX or Linux default) /opt/bmc/ProcessDesigner
     

     Note

     If you are upgrading from 8.3.02 or 8.3.03, the destination panel does not show the installation location of previous Process Designer installations. However, the default location is displayed in the panel. 

     If you do not want to install Process Designer at the default location, you can provide a path manually

9. In the Localized Views and Data panel, verify that English is selected and then click Next.

   Alternatively, you can select another languages if required.

10. In the Process Designer Integration and Selection panel, verify that only the components that you want to integrate are selected and click Next.
    The following components are listed in the selection panel:
11. Incident Management Change Management Problem Management Service Request Management (includes Work Order) 
12. In the Installation Preview panel, verify the installation details and then click Install. 
13.  Click View Log to review the installer log for any errors or warnings. The install logs are available at the following location:
    • (Windows) C:\Users\Administrator\AppData\Local\Temp\processdesigner_install_log.txt 

    • (UNIX or Linux) /tmp/processdesigner_install_log.txt

      Note

      If you are upgrading from version 8.3.04 to 9.1, the installation log file shows the following warning even though the upgrade is successful:

      ERROR (168): One of the field/assignments in the set filter/active link/escalation definition is invalid
      

      You can ignore this warning.

14.  Restart all of the connected mid tier servers and flush the cache.
    For details and instructions, see About Mid Tier caching.
15. After restarting the mid tier servers, add the appropriate mid tier URL in the server information console.

Troubleshooting the upgrade

If any of the steps fail (possibly due to a timeout), the installation is halted and you are give the option to do one of the following actions:

• Retry the step
• Skip the step
• Kill the installation

If the failure was a timeout issue, wait 10 minutes for server and database activity to diminish before you re-try the upgrade, which usually results in a successful completion.

See also:

• Known and corrected issues
• Troubleshooting-Process-Designer-issues

Changing the Assignee Group field permission from public access after upgrade

The Assignee Group field (field ID 112) was not available in some of the forms in previous versions of BMC Remedy ITSM Process Designer. Therefore, during the BMC ITSM Process Designer upgrade, the default value for the Assignee Group field in historical records gets set to null. As a result, users lose access to these records. The upgrade process usually changes the null value to 0 (public access). However, you can manually run the Update Permission utility in the following scenarios:

• When installation logs contain warnings about values in the Assignee Group field (Field ID 112) that could not be rectified in some forms.
• When the upgrade process is completed in a phased manner. During one of the phases, delta data is migrated from the staging server to the production server using the Migrator utility. In this case, you must run the Update Permission utility to rectify the migrated data after the delta data migration activity.

Perform the following steps to run the Update Permission utility:

1. In the <ProcessDesigner Installer>\Disk1\utility directory, locate the UpdatePermissions.bat.sh file.
2. Perform one of the following actions to execute the Update Permission utility:

• 
  
  • (Windows): Open the command prompt and execute the following .bat file with the following parameters:
    UpdatePermissions.bat -u <user> -p <pwd> -x <server host name> -o <port>

  • (UNIX): Allow execute permission to the UpdatePermissions.sh file:
    UpdatePermissions.sh -u <user> -p <pwd> -x <server host name> -o <port>

    Note

    • The server host name parameter and user parameter are mandatory. 
    • If you do not provide a port number, it is set to the default value of 0.

Alternate BMC Remedy ITSM Process Designer upgrade methods