Upgrading BMC Service Request Management


After you upgrade BMC Remedy ITSM, upgrade BMC Service Request Management and the Data Visualization modules.

 

In this topic

Before you upgrade BMC Service Request Management

  • In Centralized Configuration, under the com.bmc.cmdb.server setting, turn off the Normalization Engine by setting CMDB-Inline-Normalization to F. For details about Centralized Configuration, see Excerpt named Centralized Configuration was not found in document xwiki:Service-Management.On-Premises-Deployment.Remedy-Deployment.brid2002._inclusionsLibrary_brid._brid_NW_LinksLibrary.WebHome..This will disable normalization on the AR System server.
  • When you are upgrading to BMC Service Request Management 18.05 and you have Oracle database, in the SRM:Request database table, if the datatype of the column C301244700 from CLOB, you must change it to VARCHAR2. For this, you must run the following steps:
conn <AR DB user>/<AR DB user password>;

ALTER TABLE <T table of SRM:Request> ADD C301244700Z VARCHAR2(4000);
UPDATE /*+ PARALLEL(<T table of SRM:Request> 24)*/ <T table of SRM:Request> SET <T table of SRM:Request>.C301244700Z = <T table of SRM:Request>.C301244700;
ALTER TABLE <T table of SRM:Request> RENAME COLUMN C301244700 TO C301244700b;
ALTER TABLE <T table of SRM:Request> RENAME COLUMN C301244700Z TO C301244700;
UPDATE field_char SET lengthUnits = 1 WHERE (((fieldId = 301244700) AND (schemaId = <Schema ID of SRM:Request>)));
UPDATE arschema SET lastChanged = '<AR Admin user>', timestamp = 1511447791 WHERE ((schemaId = <Schema ID of SRM:Request>));
UPDATE field SET lastChanged = '<AR Admin user>', timestamp = 1511447791 WHERE (((fieldId IN (301244700))) AND (schemaId = <Schema ID of SRM:Request>));
commit;
exit;
Process overview

Task

Action

Additional information

1.

If you are upgrading BMC Service Request Management, you must also refresh the Data Visualization modules used in the Request Entry Console and Visual Process views.

2.

After you upgrade from BMC Service Request Management 8.0.00 or 8.1.00, you can decide whether to configure your Product Ordering service request definitions (SRDs) to use the new Product Ordering process definition template (PDT).

3.

When upgrading from BMC Service Request Management 7.6.04, you must reconcile the custom advanced interface form (AIF) workflows.

4.

If you upgrade BMC Service Request Management from version 7.6.04, you must update the Server field in the CAI application registry form to use the @ symbol in place of a server name, so that integrations with BMC Remedy IT Service Management (ITSM) applications continue to work correctly.

BMC Service Request Management upgrade

You can choose to perform the upgrade in phases or all at once. Upgrading in phases enables you to perform configuration checks and validations, resolve any issues, and capture the installation options before you start the actual upgrade, which requires and outage. By upgrading in phases, you can keep the outage of your environment to minimum, thereby reducing the downtime of your system.

  • If you are already on BMC Service Request Management version 18.05 or later, apply the deployment package to upgrade applications.
  • If you are using BMC Service Request Management version prior to 18.05, perform the following:

    1. Use one of the following methods to upgrade to 18.05.
      Performing BMC Service Request Management upgradePerforming-the-BMC-Service-Request-Management-upgrade-in-phases
    2. Complete the BMC Service Request Management upgrade.
    3. After completing the upgrade of all applications, apply the deployment package to upgrade applications to the latest version.

Where to go from here

Next task

After you complete the upgrade and post upgrade tasks for BMC Remedy Service Request Management, go to Upgrading-BMC-Service-Level-Management.

Up to process

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