End-to-end tasks for parallel (with staging server) upgrade on a single server with overlays implemented - Documentation for Remedy IT Service Management Suite 8.1

StepActionAdditional informationUpgrade BMC Remedy AR System Server on the staging server1Review the upgrading tips—2Prepare Approval Server for upgradeThese tasks preserve customizations and ensure that definition files are updated successfully.3If you are upgrading from a version earlier than 7.6.03, prepare Full Text Search (FTS)Perform these tasks only if you are upgrading from a version earlier than 7.6.03.4Ensure that you have enough transactional log space for an upgradeDuring the upgrade, the production dataset record data is copied from the BMC Atrium CMDB BMC.CORE:BMC_BaseElement form to a new AST:Attributes form. Ensure that you have enough transactional log space to accommodate the new form.5Perform the BMC Remedy AR System server upgradeThis action upgrades the BMC Remedy AR System server, Approval Server, Assignment Engine, Email Engine, and Flashboards. It also installs the following plug-ins: AREA LDAP, ARDBC, Web Services, SNMP, and FTS.6Adjust customizationsBMC Software highly recommends that you adjust your customizations and assign the appropriate overlay type to the objects' granular sections before proceeding with the BMC Remedy AR System application upgrade.7If you are upgrading from BMC Remedy AR System 7.6.04 with view overlays present, perform the postupgrade stepsPerform the postupgrade before you start using the view overlay with the upgraded AR System server.8Compare objects after you upgraded with overlays already present

To check for differences between two sets of objects, use BMC Remedy Migrator. To examine the different objects to determine whether you will need to merge changes, use BMC Remedy Developer Studio.

To obtain a list of all of the overlay objects that were modified in the latest release, obtain the Snapshot utility (a Developer Studio plug-in). This unsupported utility is available on the BMC Developer Network.

9Disable ServletExec after the upgrade(Windows or UNIX) If you are upgrading and you do not want to use the ServletExec application server, follow the instructions in this section to disable it.10Perform the Approval Server postupgrade stepsIf you upgraded BMC Remedy Approval Server after backing up your data and customizations, perform the steps described in this section.11Perform the IPv6 postupgrade stepsYou must update Java paths and configuration after upgrading and changing from IPv4 to IPv6.Upgrade BMC Atrium Core on the staging server1Prepare your operating system and your server before you upgrade BMC Atrium Core

All BMC Atrium Core versions have steps in common. You must comment out the entries in the armonitor and ar configuration files. Also, perform a complete health check of the AR System server and BMC Atrium CMDB.

2Prepare the AR System server before you upgrade BMC Atrium Core and other BMC applicationsThe BMC Atrium Core installer prompts you to enter information about the AR System server. The steps in this topic will help you prepare your system to install the BMC Atrium Core features on the AR System server.3Perform procedures to improve the upgrade performance of BMC Atrium CoreAfter you upgrade the AR System server, perform these procedures to reduce the time required run the installer for an upgrade.4Perform the BMC Atrium Core upgrade

This procedure installs BMC Atrium CMDB, Reconciliation Engine, and Normalization Engine.

You cannot install BMC Atrium CMDB on a remote AR System server; you must perform the installation on the computer on which BMC Remedy AR System is installed.

5Validate the upgradeFrom the BMC Atrium Core Maintenance tool, run a health check to ensure that the upgrade was successful.6Review the upgrade log filesThe installer writes status messages to a log file, giving a detailed account of all changes made to your data model during the upgrade. If the upgrade fails and you must run the installer again, the installer resumes after the last operation it completed, rather than repeating operations that have already been completed.7Identify duplicate recordsThe upgrade of BMC Atrium CMDB can result in duplicate records of the same virtual system. To identify those duplicate records, the upgrade installer launches a postupgrade utility called vzUtil.8Enable entries in the armonitor and ar configuration filesEnable the entries that you commented out before the upgrade.9Delete obsolete directories after upgrade

When you upgrade from version 7.5 or later, you must choose a new installation directory for the upgrade that is not below the BMC_AR_SYSTEM_HOME directory. 

The old installation directory is now obsolete and should be deleted to avoid confusion.

10Clean up normalized CI relationshipsThe datamig utility cleans up the configuration items (CIs) in the staging datasets for which relationship names are normalized following the old best-practice relationship rules, and impact relationships are generated following the old best-practice impact normalization rules.11Perform BMC Atrium Core Web services upgrade

• If you have installed the earlier version of BMC Atrium Core Web Services on a separate computer, upgrade BMC Atrium Core Web Services on that computer after you have upgraded BMC Atrium CMDB on the primary stack.
• If you have installed the earlier version of BMC Atrium Core Web Services on the same computer on which you have installed BMC Atrium CMDB, BMC Atrium Core Web Services is upgraded when you upgrade BMC Atrium CMDB.

12Perform the Atrium Integrator server upgrade

For upgrade from 8.0 to 8.1: Before running the Atrium Integrator server installation program, set Max Attach Size in the AR System Server Information window to 0 MB or 100 MB. If Max Attach Size is set to a value other than 0 MB or 100 MB, the Atrium Integrator server installation does not complete.

For upgrade from 7.6.04 to 8.1: When you upgrade Atrium Integrator 7.6.04 to 8.1, a backup of your old jobs and transformations is created and saved to the ARSystem directory. The upgrade then proceeds like a fresh installation. The backup might complete or fail at times, depending on which you may need to perform additional tasks in case of failure.

Upgrade BMC Remedy ITSM applications on the staging server1(Optional) Understand mixed version upgradesBMC Remedy ITSM Suite version 8.1 introduces the ability to selectively upgrade BMC Remedy ITSM Suite applications.2

Review this section if you are

upgrading from BMC Remedy ITSM Suite 6.0.00 or earlier applicationsUpgrading a BMC Remedy ITSM Suite 6.0.00 or earlier application directly to BMC Remedy ITSM Suite 7.5.00 or later is not supported.3

Review this section if you are

upgrading BMC Remedy ITSM Suite 7.0.03 patch 009 or later applications to BMC Remedy ITSM Suite 8.1

The BMC Remedy ITSM Suite 8.1 installer supports upgrading from the BMC Remedy ITSM Suite 7.0.03 patch 009 or later to BMC Remedy ITSM Suite 8.1.

4Understand data changes that will happen if you are upgrading from BMC Remedy ITSM Suite 7.0.03 patch 009 to BMC Remedy ITSM Suite 8.1

This section provides information about the forms into which BMC Software loads new or modified data and about the ARX files.

For BMC Remedy ITSM Suite 7.6.04 and later, the ARX files have been consolidated to improve installer performance. 
5Review the BMC Remedy ITSM upgrade recommendationsThis section contains recommendations and steps that you must perform before upgrading.6Preserve your customized join forms and related viewsAs of BMC Remedy ITSM 7.6.04, the field deletion driver scripts have been changed and fields are now deleted using the Cascade option. This option not only deletes referenced fields but it also deletes all associated fields in all join forms. 7If you are upgrading from a pre-7.6.03 release, preserve your customizations to Classic views Steps to preserve your customizations to Classic views during an upgrade from a pre-7.6.03 BMC Remedy ITSM release.8

If you customized the BMC Remedy IT Service Management suite,

create overlays for your existing customizations

before you start the upgrade.

Use the Best Practices Conversion Utility (BPCU) to create overlays and custom objects from your existing objects.9Perform the BMC Remedy ITSM suite application upgradeThis procedure upgrades BMC Service Desk and includes BMC Incident Management, BMC Problem Management, BMC Asset Management, BMC Change Management, and BMC Knowledge Management.Upgrade BMC Service Level Management on the staging server1Review the upgrade recommendations for BMC Service Level Management—2

If you are using DB2,

review the preupgrade DB2 recommendations for BMC Service Level ManagementIf you are using a version of BMC Service Level Management (BMC SLM) earlier than version 7.6.04 and you want to upgrade to version 8.1, then you must upgrade your BMC SLM DB2 database by running the IBM DB2 database script.3Perform BMC Service Level Management upgradeThe BMC Service Level Management installer enables you to deploy BMC Service Level Management Primary Server in your IT environment.4Perform BMC Service Level Management Collector upgradeThe Collector is an optional component and can be omitted if you do not need to create performance- or SIM-based service targets.5Perform BMC Service Level Management Collection Point upgradeThe BMC Service Level Management installer enables you to deploy BMC Service Level Management Collection Point.6Update the multi-tenancy modelThe multi-tenancy update utility is integrated with the BMC Remedy IT Service Management suite and application installers. You can also start the multi-tenancy update utility manually in the following situations:

• To install the update later, after the upgrade finishes (the installer gives this option if your environment has more than 20 million records)
• To run the multi-tenancy updates against the migrated delta data
• To restart the update utility, if data errors cause the utility to stop running (you must troubleshoot the data errors before restarting the update utility)

Upgrade BMC Service Request Management1Prepare to upgrade BMC Service Request Management—2Import sample data when upgradingIf you change the data set before installing or upgrading, you do not need to import the data manually. 3Perform the BMC Service Request Management upgradeWhen you start the installer, you can choose one or more features to upgrade at one time. 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.4Update the multi-tenancy model

The update to the multi-tenancy model is not supported if BMC Service Request Management is installed by itself as a stand-alone product or if BMC Service Request Management is installed on a mixed-version stack. 

The multi-tenancy update utility is integrated with the BMC Remedy IT Service Management suite and application installers. You can also start the multi-tenancy update utility manually in the following situations:

• To install the update later, after the upgrade finishes (the installer gives this option if your environment has more than 20 million records)
• To run the multi-tenancy updates against the migrated delta data
• To restart the update utility, if data errors cause the utility to stop running (you must troubleshoot the data errors before restarting the update utility)

5Complete the upgrade—6Upgrade the Product Ordering PDTAfter you upgrade from BMC Service Request Management 8.0.00 or 8.1.00 to version 8.1.01 or later, you can decide whether to configure your Product Ordering service request definitions (SRDs) to use the new Product Ordering process definition template (PDT).7Upgrade Data Visualization modulesIf you are upgrading from BMC Service Request Management 2.2.00 to BMC Service Request Management 8.1.00, you must also upgrade the Data Visualization modules used in the Request Entry Console and Visual Process views.8Reconcile custom AIF workflowsWhen upgrading from BMC Service Request Management 7.6.04 to 8.1.00, you must reconcile the custom advanced interface form (AIF) workflows. 9Export and import data between different versions of the application

Importing data from BMC Service Request Management versions earlier than 7.6.03 directly into BMC Service Request Management 8.1.00 is not supported.

To export BMC Service Request Management data from versions earlier than 7.6.03, you must first upgrade the application to BMC Service Request Management 7.6.03 (or later). You can then export the data from that system and import it to a BMC Service Request Management 8.1.00 system.

Perform the database backupPerform the postupgrade configuration steps1Rebuild join forms that were deleted before an upgradeIf join forms were deleted before an upgrade, you can rebuild them.2Identify and correct invalid field mappings in join formsWhen you upgrade the BMC Remedy ITSM suite, if the installer detects invalid field mappings, you can refer to the CIDataMig.log file to identify the forms and fields that require correction.3Rebuild customizations before deleting BMC Remedy ITSM suite attributes from the BMC Atrium CMDBYou must rebuild your customizations before you can delete all of the BMC Remedy ITSM suite attributes from the BMC Atrium CMDB while performing an upgrade. Back up the upgraded staging server database