Performing the BMC Remedy Smart Reporting upgrade

Before you begin

• If you have not done so already, do one of the following to prepare the server group for upgrade:
  • Preparing-the-AR-System-server-for-a-server-group-upgrade - Perform these steps when you are performing a staged upgrade or plan to upgrade the server group during a scheduled outage window. 
  • Preparing for an in-place, zero-downtime upgrade of the platform - If you want to upgrade the platform components that are a part of a server group environment with no scheduled outage, you must perform pre-configuration steps on the primary and secondary servers prior to upgrade.
• 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.
• In case you are using Apache Tomcat version below 7.0.53, you must upgrade the Tomcat before upgrading Remedy Smart Reporting. Stop the existing Tomcat service and install the latest version of Tomcat before upgrading Remedy Smart Reporting.

To upgrade BMC Remedy Smart Reporting

1. If you have not already done so, download the BMC Remedy AR System installer from EPD, or navigate to the installation directory on the DVD.
2. Unzip the suite installer (for example, ARSuiteKitWindows.zip or ARSuiteKitLinux.zip).
3. Navigate to the Disk 1 folder.
4. Start the installer; then, in the lower right corner of the Welcome panel, click Next.
5. Run the setup:
   • (Windows) Run setup.exe.
   • (UNIX) Run setup.bin.
6. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
7. On the Products selection panel, perform the following actions:
   1. Select the Upgrade option.
   2. Select BMC Remedy Smart Reporting.
   3. Click Next.
      The installer validates your system resources.
8. Enter the correct JRE path, and then click Next.
   For more information, see the installation spreadsheet.

9. If you have upgraded the Tomcat, on the Tomcat Deployment Directory Information panel, specify the path of the new Tomcat directory. For Windows, wait for the Tomcat Service Name to get populated automatically, and click Next.

   Important

   If the Tomcat Service Name is not automatically detected, ensure that the Tomcat service is created and running. Tomcat must be registered as a service for the installer to detect it.

   For more information about installing the Tomcat services, see  https://tomcat.apache.org/tomcat-8.5-doc/windows-service-howto.html in the Apache Tomcat documentation.

10. After you have entered the required information, the installer validates your input, and then the Installation preview panel appears, listing the product and product features that will be upgraded.
11. Click Next.
12. 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\arsystem_install_log.txt 
    • (UNIX) <install_directory>\SmartReporting\smartreporting-<yy/mm/dd>.log
      
13. To exit the AR System installer, click Done.

(Optional) To upgrade BMC Remedy Smart Reporting in silent mode

1. Create an options.txt file using the following parameters:

   Configuring Smart Reporting options for installation in silent mode

   -A featureARReporting
   -J BMC_ARSYSTEM_INSTALL_OPTION=Upgrade
   # Reporting Installation Directory
   # Windows - %ProgramFiles%\\BMC Software\\ARReport
   # UNIX - /opt/bmc/ARReport
   -P installLocation=<Installation Directory>
   -J BMC_JAVA_JRE_64_BIT_HOME_PATH=<JRE PATH>
   # Windows - %ProgramFiles%\\BMC Software\\ARReport
2. Run the installer with the -i silent option:
   • (Windows) setup.exe -i silent -DOPTIONS_FILE=c:\path\to\options.txt 
   • (UNIX) ./setup.bin -i silent -DOPTIONS_FILE=/path/to/options.txt

Example options.txt file for BMC Remedy Smart Reporting

The following example shows an options.txt file that is used to run the installer in silent mode:

Updating customer settings

Perform the following steps for all client organizations or customers:

1. Log in as a reporting administrator.
2. Go to Administration > Admin Console > Data sources > AR System.

3. On the Connection Details screen, change the Custom Parameters field to:

   update refreshCache=10 to refreshCache=10;DateFormat=MM/dd/yyyy;DateTimeFormat=MM/dd/yyyy hh:mm:ss a;

Troubleshooting the BMC Remedy Smart Reporting upgrade

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

• Working-with-logs
• Platform-installation-and-upgrade-known-and-corrected-issues

Where to go from here