Performing BMC Service Request Management upgrade

Because certain applications depend on a specific set of features, you might need to run the installer multiple times to upgrade all of the features in BMC Service Request Management. For example, you can re-run the installer multiple times to install additional language packs.

In this topic

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.
  • Set the Submitter mode and Localized server to their pre-9.1.02 default values: changeable and False, respectively. See Setting license options and Setting the Localize Server option.
  • Disable the Reconciliation Engine and the Normalization Engine by commenting out the following lines from the armonitor file and restart the AR System server.
    For Windows 
    #"<...>\AtriumCore\cmdb\server64\bin\arrecond.exe" --unicode -i "<...>\ARSystem" -m
    #"<...>\Program Files\Java\jre1.8.0_74\bin\java" -Xmx512m -classpath "<...>\AtriumCore\cmdb\plugins\ne;<...>\AtriumCore\cmdb\plugins;<...>\AtriumCore\cmdb\sdk\bin\arpluginsvr91_build001.jar;...\AtriumCore\cmdb\sdk\bin\arapi91_build001.jar;<...>\AtriumCore\cmdb\sdk\bin\arutil91_build001.jar;<...>\AtriumCore\cmdb\sdk\bin\log4j-1.2.14.jar;<...>\AtriumCore\cmdb\sdk\bin\cmdbapi91.jar;" com.bmc.arsys.pluginsvr.ARPluginServerMain -x <server-name> -i "<...>\ARSystem"
    For Linux
    #/opt/bmc/atriumcore/cmdb/server/bin/arrecond.sh
    #/opt/bmc/atriumcore/cmdb/server/bin/normeng.sh 

To upgrade BMC Service Request Management


Best practice
Unless you have a valid reason to modify the installation values, BMC recommends that you accept the default values to avoid configuration conflicts.


  1. If you have not already done so, download the BMC Service Request Management installer from the BMC Electronic Product Distribution (EPD) website, or navigate to the installation directory on the DVD.
  2. Unzip the installer, navigate to the Disk 1 folder, and then start the installer.
    • (Windows) Run setup.exe.
    • (UNIX)  Run setup.bin.
      When installing the application on UNIX, BMC recommends performing the installation as a root user. However, you can perform the installation as a non-root user. If you choose to install the application as a non-root user, you must log in to the UNIX system under the same UNIX user ID that was used to install BMC Remedy AR System.
  3. In the Welcome panel, click Next.
  4. Review the license agreement, click I agree to the terms of license agreement, and click Next.
  5. On the BMC Remedy AR System User Inputs panel, perform the following actions:
    1. Verify that the administrator name and password are correct.
      Modify them as needed.
    2. Review the default installation directory.
      Navigate to the directory in which you want to install BMC Service Request Management. The default locations are as follows:
      • (Windows) C:\Program Files\BMC Software\BMCServiceRequestManagement
      • (UNIX) /opt/bmc/BMCServiceRequestManagement
    3. Click Next.
  6. On the Overlay Information panel, perform the following actions:

    1. Review the important information provided.

      Warning

      If you performed customizations that are not in an overlay or custom object and you want to preserve them, click Cancel to stop the upgrade. After you have created overlays or custom objects, restart the upgrade. For details about overlays, see Customizing applications using overlays and custom objects in the BMC Remedy Action Request System documentation.

    2. If you did not perform customizations or you do not want to preserve them, select the check box to accept the agreement.
      The installer overwrites all customizations during the upgrade. 
    3. Click Next.
  7. Click Next to continue with the installation.
  8. In the the Installation Preview panel, click Install.
    After post-installation cleanup, a summary of the installation appears.
  9. 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\<installUser>\AppData\Local\Temp\bmcsrm_install_log.txt
    • (UNIX) /tmp/bmcsrm_install_log.txt
  10. Click Done to exit the BMC Service Request Management installer.

  11. After completing the BMC Service Request Management upgrade, flush the mid tier cache.
    For details and instructions, see About mid tier caching.

  12. Manually delete the plug-ins cache from the Mid Tier:
    1. Stop your web server (for example, Tomcat).
    2. Navigate to the <ARSystemInstall>\ARsystem\midtier\PluginsCache folder and delete the contents.
    3. Restart the web server.

Note

For more information about an issue related to flushing the mid tier cache, see the Knowledge Article KA401084.



After you upgrade BMC Service Request Management

After you upgrade, check whether a patch or fix has been released in Release-notes-and-notices. When you upgrade the product, you must install the latest service pack and then apply the latest patch (if available). Patches are not full installations and must be applied over the latest full installation (main release or a service pack).

Troubleshooting the upgrade

Consult the following topics for information about issues that you might encounter during the upgrade:

 

Where to go from here

Next task

Up to process

If you have finished upgrading the applications, return to the appropriate upgrade process:

 

 

Related topics

Configuring BMC Service Request Management in BMC Service Request Management documentation

 

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