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Upgrade Document for ITSM Suite 8.1

Customer Name: Environment: POC/Dev/UAT/PROD Date: August 01, 2013

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Preface

This document will give you an overall idea of the entire upgrade process. It is not intended to replace existing documentation.

We strongly recommend performing a proof of concept on your test server, analyzing the issues, and documenting the workaround to be used during the actual upgrade. You may tailor this document as required for your specific scenarios and document the issues, resolutions, and workarounds to follow during the actual upgrade.

Document Revision History

Revision Date Changed Author Reason for the Change

1 08/01/2013 Sankar Ayinala Created document

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Table of Contents

PREFACE ............................................................................................................................................................................................... II

DOCUMENT REVISION HISTORY ................................................................................................................................................... II

1.0 AR SYSTEM UPGRADE AND OVERLAYS ........................................................................................................................... 5

1.1 PRE-UPGRADE PREPARATION CHECKLIST .................................................................................................................................... 5 1.1.1 Download the required software and keep it handy .............................................................................. 5 1.1.2 Review the documentation ..................................................................................................................... 5

1.2 CHOOSING BETWEEN A PARALLEL UPGRADE AND AN IN-PLACE (STAGED) UPGRADE .................................................................. 6 1.3 SET UP THE STAGING SERVER WITH A COPY OF THE PRODUCTION DATABASE .............................................................................. 7

1.3.1 Enforce restrictions on the production server until go-live, and back up the production database to set up the staging

server 7 1.3.2 Review the compatibility matrix before planning the upgrade

http://docs.bmc.com/docs/display/public/ars81/Reviewing+the+compatibility+matrix+before+upgrading ...... 7 1.3.3 Review the minimum requirements for the upgrade

http://docs.bmc.com/docs/display/public/ars81/Reviewing+the+upgrade+requirements ................................... 7 1.3.4 Review the hardware and software requirements for your computer platform ..................................... 7 1.3.5 Review the information about setting up the staging server ................................................................. 8 1.3.6 Tips and tweaks to improve AR System and installer performance and minimize runtime warnings or errors during the

upgrade 10 1.4 SET UP A REFERENCE SERVER TO RESTORE MODIFIED ORIGIN OBJECTS AFTER OVERLAY CREATION ......................................... 12 1.5 VALIDATE YOUR DATABASE AND EXPORT YOUR CUSTOMIZATIONS .......................................................................................... 12 1.6 UPGRADE THE AR SYSTEM SERVER AND RELATED COMPONENTS ............................................................................................ 12 1.7 RESTORE CUSTOMIZATIONS OVERWRITTEN BY THE AR SYSTEM UPGRADE .............................................................................. 13 1.8 OVERLAY CREATION AND BPCU ............................................................................................................................................. 14

1.8.1 Run BPCU against the staging server and the hash file ..................................................................... 16 1.8.2 Identify and fix non-permitted customizations .................................................................................... 17

1.9 CREATE OVERLAYS ................................................................................................................................................................... 17 1.9.1 Prefixes and suffixes for overlays........................................................................................................ 17 1.9.2 Convert the rest of the objects to overlays .......................................................................................... 18

1.10 MIGRATE ORIGIN OBJECTS FROM THE REFERENCE SERVER TO THE STAGING SERVER ................................................................ 18 1.11 CONVERT TO GRANULAR OVERLAYS USING DEVELOPMENT STUDIO ........................................................................................ 19 1.12 DELETE OVERLAYS THAT ARE IDENTICAL TO THEIR OVERLAID OBJECTS ................................................................................... 19 1.13 FTS FORTIFICATION UTILITY .................................................................................................................................................... 22

2.0 CMDB UPGRADE: ................................................................................................................................................................... 22

2.1 PERFORM A FULL DATABASE BACKUP ....................................................................................................................................... 22 2.2 INSTALL BMC ATRIUM CORE AND RELATED COMPONENTS ..................................................................................................... 22 2.3 UPGRADE CMDB ..................................................................................................................................................................... 22 2.4 POST-UPGRADE CMDB STEPS .................................................................................................................................................. 23 2.5 INSTALL OR UPGRADE THE AI SERVER...................................................................................................................................... 23

2.5.1 Installing Atrium Integrator server on a single computer ................................................................... 23 2.5.2 Installing Atrium Integrator server in server group ........................................................................... 24

3.0 UPDATE ITSM .......................................................................................................................................................................... 24

3.1 TAKE A SNAPSHOT OF THE CURRENT STATE BY USING DEVELOPMENT STUDIO. YOU NEED TO REPEAT THIS STEP AFTER THE

UPGRADE TO CREATE A DIFFERENCE REPORT. THIS REPORT HELPS YOU DURING RECONCILIATION OF OVERLAYS AGAINST MODIFIED

ORIGIN OBJECTS. ................................................................................................................................................................................... 24 3.2 PRE-ITSM UPGRADE CHECKLIST .............................................................................................................................................. 25 3.3 UPGRADE ITSM........................................................................................................................................................................ 25 3.4 POST-ITSM UPGRADE ............................................................................................................................................................... 25

4.0 SRM UPGRADE: ....................................................................................................................................................................... 26

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4.1 PRE-SRM UPGRADE CHECKLIST ............................................................................................................................................... 26 4.2 FIX WORKFLOW CONFLICTS, IF ANY .......................................................................................................................................... 26 4.3 UPGRADE SRM ......................................................................................................................................................................... 26 4.4 POST SRM UPGRADE ................................................................................................................................................................ 26

5.0 SLM UPGRADE ........................................................................................................................................................................ 27

6.0 ITSM AND SRM UPGRADE TO ADD NEW LANGUAGE PACKS .................................................................................. 27

7.0 OVERLAY RECONCILIATION ............................................................................................................................................. 27

8.0 INSTALL OR UPGRADE OTHER SERVERS IN THE SERVER GROUP....................................................................... 30

9.0 TESTING/UAT .......................................................................................................................................................................... 31

10.0 DELTA DATA MIGRATION .................................................................................................................................................. 31

11.0 FTS (FULL TEXT SEARCH) CONFIGURATION ............................................................................................................... 34

12.0 GO-LIVE ACTIVITIES ............................................................................................................................................................ 34

12.1 IN-PLACE UPGRADE ................................................................................................................................................................... 34 12.1.1 Verify the configuration files ............................................................................................................... 34 12.1.2 Enable or restore user access to new production servers ................................................................... 34

12.2 PARALLEL UPGRADE ................................................................................................................................................................. 34 12.2.1 Updating fields in forms for delta data ............................................................................................... 34 12.2.2 Updating multi-tenancy fields on forms for delta data records .......................................................... 34 12.2.3 Validating the migration ..................................................................................................................... 34 12.2.4 Running the RKM Conversion Tool after performing the migration .................................................. 34 12.2.5 Synchronizing form IDs to the destination server ............................................................................... 34 12.2.6 Migrating a modified service target or agreement after initial migration .......................................... 34 12.2.7 Adjust the load balancer to the new environment and allow users to resume work ............................ 34 12.2.8 Verify the configuration files ............................................................................................................... 34 12.2.9 Enable or restore access to users on the new production servers ....................................................... 35

13.0 CONTACTING BMC ................................................................................................................................................................ 35

14.0 USEFUL LINKS: ....................................................................................................................................................................... 36

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1.0 AR System upgrade and overlays

1.1 Pre-upgrade preparation checklist

1.1.1 Download the required software and keep it handy

1. JDK/JVM 64-bit installer for your OS (refer to Review the 32-bit and 64-bit requirements)

2. Latest overlay hash file (from BMC Communities)

3. Pre-checker (from BMC Communities: https://communities.bmc.com/docs/DOC-22946).

Watch the video at http://www.youtube.com/watch?v=14uhy664b84.

4. AR System, CMDB, AI, ITSM, SRM, and SLM 8.1 installers and the latest patches,

available via BMC Support (refer to Download the installation files).

5. Notepad++ (helpful while reviewing logs or configuration files, etc.)

6. FTS Fortification utility:

https://kb.bmc.com/infocenter/index?page=content&id=KA395757&actp=search&viewloc

ale=en_US&searchid=1380755941683

Note: To improve performance and reduce upgrade time, we suggest that you have minimum 2 CPUs or more and RAM of 12 GB for App server and 16 GB for DB server. Standard memory (8 or 12 GB) should be fine for other servers in the server group starting secondary server, as upgrade process involve only binaries install.

1.1.2 Review the documentation

AR System: http://docs.bmc.com/docs/display/public/ars81/home Atrium Core: http://docs.bmc.com/docs/display/public/ac81/home ITSM: http://docs.bmc.com/docs/display/public/itsm81/home SRM: http://docs.bmc.com/docs/display/public/srm81/home SLM: http://docs.bmc.com/docs/display/public/slm81/home RKM: http://docs.bmc.com/docs/display/public/knowledgemgmt81/home

Watch the video “Upgrading to BMC Remedy 8.1? Things that you really need to know”: https://www.youtube.com/watch?v=loMwnWr-NF8#t=35 Review the latest updates, utilities, and information about the ITSM upgrade and related topics at the following link: https://communities.bmc.com/community/bmcdn/bmc_it_service_support

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1.2 Choosing between a parallel upgrade and an in-place (staged) upgrade

The upgrade process you choose depends on your requirements. If you require minimum down time, choose the parallel upgrade (which requires additional hardware). If time is not a problem and you can handle up to a full weekend of down time, choose the in-place update (which does not require additional hardware).

The following flow chart gives you a high-level overview of the upgrade process.

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1.3 Set up the staging server with a copy of the production database

1.3.1 Enforce restrictions on the production server until go-live, and back up the production database to set up the staging server

http://docs.bmc.com/docs/display/public/ars81/Restrictions+after+restoring+the+database+on+the+staging+server+with+overlays

1.3.2 Review the compatibility matrix before planning the upgrade http://docs.bmc.com/docs/display/public/ars81/Reviewing+the+compatibility+matrix+before+upgrading

1.3.3 Review the minimum requirements for the upgrade http://docs.bmc.com/docs/display/public/ars81/Reviewing+the+upgrade+requirements

Product name Minimum recommended level

BMC Remedy Action Request 7.0.01 patch 007

BMC Atrium 2.0.01 patch 004

BMC Remedy ITSM Suite 7.0.03 patch 009

BMC Service Level Management 7.1

BMC Service Request Management 2.2

1.3.4 Review the hardware and software requirements for your computer platform

a. Hardware requirements b. Software requirements

c. 32-bit and 64-bit requirements

d. Additional Atrium Core upgrade requirements e. Complete the MS Excel planning spreadsheet

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1.3.5 Review the information about setting up the staging server

http://docs.bmc.com/docs/display/public/ars81/Stage+1+-+Setting+up+a+staging+server+for+upgrades+with+overlays+already+present Analyze the environment for OS version, database type, and Remedy modules installed along with versions. Set up a staging server with a copy of your production database as per the above analysis. Record the version and configuration information in the following table (keep it handy when you are submitting upgrade or post-upgrade issues):

Configuration Item Configuration information

Operating system

Database type and version

Is the database clustered? Yes/No

Server group information Yes/No

Integrations, if any (for analysis)

Is your environment

customized?

Yes/No

Product Current version Targeted version Latest patch number

available

BMC Remedy AR System,

Migrator, and Development

Studio

BMC Atrium Core

BMC Remedy ITSM Suite

BMC Service Request

Management

BMC Service Level

Management

BMC Remedy Knowledge

Management

BMC Service Impact

Manager

Integration for BMC

Remedy Service Desk

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Product Current version Targeted version Latest patch number

available

BMC Proactive Net

Performance Management

Note: Before starting the upgrade, verify that your production environment meets the minimum requirements for version and/or patches. If you are setting up the staging server environment with brand-new hardware, you can follow one of the two paths shown in the following illustration.

Note: If you want to install base binaries, run the installers pointing to the new database and then restore the database with a copy of the production database. After you restore the database, start the AR System server and run the patch installers to apply the minimum recommended patches.

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1.3.6 Tips and tweaks to improve AR System and installer performance and minimize runtime warnings or errors during the upgrade

1. Disable escalations.

2. Disable FTS during the upgrade, and re-enable after the upgrade is complete or before go-live.

3. Comment out lines associated with SLM, approval engine, and assignment engine from armonitor.cfg

for the CMDB upgrade.

4. Set the following services to manual and stop them if you feel they are no longer required during the

upgrade process. This reduces the the load on the AR System and frees up OS resources.

a. Flashboard server

b. Email engine

c. Mid tier

d. Any other services, such as BMC PATROL Agent, etc.

After the upgrade is complete, make sure that you set the services back to automatic and restart

them.

5. If you are using Oracle Database import or export tools, recompile invalid objects after import or

Database Restore:

a. At database level as ARAdmin, execute following SQL

select object_name from user_objects where status != 'VALID';

b. If the output is not zero,

select 'ALTER ' || OBJECT_TYPE || ' ' || 'ARAdmin' || '.' || OBJECT_NAME || ' COMPILE;’

from user_objects where status = 'INVALID'

c. Execute the output of the above command to compile the invalid objects.

d. Repeat steps a and b until you see the zero output or no change in the total count.

e. If the above SQL output is nonzero, investigate for the root cause and see if you can safely

ignore invalid objects such as uncompiled packages, old views, etc., before proceeding to the

next step (Take help from DBA to investigate issues with invlaid objects).

6. Verify the threads (Fast, List, etc.)

7. (AIX or UNIX environment) verify the execute permissions on the installer executable files.

8. Refer to the following document on how to use X11 forwarding over SSH:

How to use X11 forwarding over SSH.docx

9. (Windows environment) Grant administrator privileges for setup.cmd/setup.exe for all installers as

shown in the following screenshot.

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If this option is disabled, contact your IT department, or run setup.cmd by right-clicking and running it

as an administrator every time; see the following screenshot:

Note: when you are setting up staging server database with Production DB backup make sure all the dependent objects are created in the staging server. To increase AR System startup time and to avoid TNS timeout errors make sure analyze production environment for the following and setup the same on staging server. Review your environment for integrations or customizations using external objects, etc., and set up end points such as: 1. Database links (Oracle), linked server (SQL Server) to access external views 2. External plug-in being used by Web Services 3. Third-party integrations using middleware such as Tivoli, etc. 4. API-level integrations

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1.4 Set up a reference server to restore modified origin objects after overlay creation

(Optional step, but you need to spend additional time during reconciliation of overlays after the upgrade. Ignore this step if you are upgrading from an environment that already includes overlays, such as 7604 AR System or higher and previously created overlays.)

Export the Application Share properties in CSV format from the staging server, and verify that you meet the following prerequisites for the upgrade:

i. AR System 7.0.1 or above (per the current production server’s AR version)

ii. ITSM 7.0.03 patch 09 or above (per the current production server’s ITSM version)

iii. Atrium 2.0.1 Patch 004 or above (per the current production server’s CMDB version)

iv. Service Request Management 2.2 or above (per the current production server’s SRM version)

v. Service Level Management 7.1 or above (per the current production server’s SLM version)

After reviewing the above information, set up a reference server with your production server’s equivalent out-of-the-box modules. This reference server is used to compare objects when BPCU detects invalid customizations, and restores modified origin objects after overlay creation.

1.5 Validate your database and export your customizations

This is for backup purposes; use it if necessary to restore after an upgrade (may need remediation with overlays): 1. Using Developer Studio, export all of the potential custom forms, active links, filters, active

link guides, filter guides, etc.

2. (Optional if you you didn’t setup a reference server) Generate a report on Application Share

properties on production server and compare with the reference server to make sure the reports

match.

1.6 Upgrade the AR System Server and related components

1. Run pre-checker for AR System and database components.

2. Upgrade AR System to 8.1 (install patches, if available).

Notes: a. Don’t delete entries from the AR System Server Group Ranking form before the AR System

upgrade.

b. AR System sanity tests may fail during the upgrade if the plug-ins are commented out from

armonitor.cfg, or if the current server is not ranked for processes such as approval,

assignment, etc. in the AR System Server Group Ranking form for a database-only upgrade.

You can ignore this error for now and proceed to next step. After AR/CMDB/AI/ITSM/SRM/SLM

have all been upgraded, adjust the ranking form and remove references to other servers that

might not belong to this environment, do a final backup, restart AR System, and run a health

check using the AR System maintenance tool.

3. Upgrade the migrator to 8.1 (install patches, if available)

4. Upgrade and apply patches to Developer Studio, if available.

5. Review the upgrade logs:

a. Go to \ARSystem\Logs and review all HTML files by opening them in your browser. Search for

the keyword “: Failed” and see if any failed imports are listed. If there is a failed definition file,

look for a file that contains “_error.log” to see which object failed. If you find more than one

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failed object, take the last failed import and try importing that object first, using Developer

studio to import the definition files.

Proceed with the other objects, one by one and from bottom to top, after each is successfully

imported. After all objects are imported successfully, try importing the entire definition file,

selecting all objects in the file to make sure that all objects are covered.

b. Using the maintenance tool, zip the logs and save the zip file.

c. If you want to perform a health check, then you need to uncomment the processes that were

commented in the AR Monitor configuration file, restart AR System, and then try the health

check utility. (Note: Do a database backup before doing a sanity test, to create transactional

data. After you complete the sanity test, restore the database and proceed with the upgrade

process.)

6. Enable API/SQL logs by using the following settings (this might help with identifying issues during the

upgrade).

1.7 Restore customizations overwritten by the AR System upgrade

(Skip this step if you are upgrading from an environment that already includes overlays, such as 7604 AR System or higher, and previously created overlays.)

During the AR System upgrade, your customizations to AR System forms might have been overwritten. Using Development Studio or the Migrator tool, compare the AR System forms (in Data Descending order) to see what has been modified, and import the modified objects from the definition file backup taken prior to

the upgrade.

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1.8 Overlay Creation and BPCU

(If you are upgrading from an environment that already includes overlays, such as 7604 AR System or later, or if you created overlays in a previous upgrade by using BPCU, skip this step and proceed to CMDB Upgrade)

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Here is the list of supported and unsupported AR System objects for creation of overlays.

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1.8.1 Run BPCU against the staging server and the hash file

a. Extract the BPCU utility “bpcu81_build001.zip” (you can find it under the AR System

folder):

http://docs.bmc.com/docs/display/public/ars81/Configuring+your+system+for+BPCU

b. Execute the BPCU utility in Difference mode to find potential overlays and nonpermitted

customizations:

http://docs.bmc.com/docs/display/public/ars81/Using+BPCU+to+generate+difference+reports Run the BPCU tool against the hash file with following parameters: -i 0 -k 0 -m D -u Demo -f OverlayHashFile.xml -T 0 -x sj-svr-team-04.eng.remedy.com –p “<Password>”

Sample output: Found non-permitted customizations/extensions at Form level (3 forms) and Field level (8 fields).

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1.8.2 Identify and fix non-permitted customizations

(Analyze, identify, and isolate illegal customizations and fix them. Refer to “Table 6-3: Fixing non-permitted modifications” on page 126 of BMC Remedy Action Request System 7.6.04 Installation Guide for more information.) Use the BPCU Helper utility to identify the details of the non-permitted customizations. Execute the utility by passing the staging server information, the reference server information, and the Difference report XML file generated in step 1.8.1 (b) with the following parameters: -u Demo -F <path and diff xml file name generated in step 6> -x sj-svr-team-04.eng.remedy.com –p “<Password>” –U “Demo” –P “<Password>” –X sj-svr-team05.eng.remedy.com –o “<output Path to csv file>” –m 0 Review the CSV file and identify the conflict between the out-of-the-box reference server and the server being upgraded. Document the conflict or non-permitted customization in the following table to refer to during the production server upgrade:

Non-permitted customization

(form/field/AL/filter, etc.)

What is the issue? Steps to fix

1.9 Create overlays

(If you are upgrading from an environment that already includes overlays, such as 7604 AR System or later, or if you created overlays in a previous upgrade by using BPCU, skip this step and proceed to CMDB Upgrade.)

Refer to following URL for more information :

http://docs.bmc.com/docs/display/public/ars81/Stage+3+-+Create+overlays+for+existing+customizations

1.9.1 Prefixes and suffixes for overlays

Identify prefixes and suffixes with a string, and run the BPCU utility to convert them. Review forms, active links, filters, active link guides, filter guides, etc., to find prefixes and suffixes. Execute BPCU with the following parameters:

Prefixes Suffixes

*, **, CUSTOMER *, BSF, _XXX, +

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-S “*,BSF,_XXX,+” -i 0 -k 0 -m o -f OverlayHashFile.xml -u Demo -P “*,**,CUSTOMER” -x sj-svr-team-04

1.9.2 Convert the rest of the objects to overlays

Run the BPCU tool with the following parameters: -i 0 -k 0 -m o -f “OverlayHashFile.xml” -u Demo -x sj-svr-team-04

1.10 Migrate origin objects from the reference server to the staging server

(This step is optional if you were unable to set up a reference server, but you will need to spend additional time doing post-overlay reconciliation.)

1. Verify the version of the Migrator tool (if required, install the latest version).

2. Locate the Migrator Configuration.xml file in the Migrator install folder.

3. Perform a backup of the above file.

4. Open the “Migrator Configuration.xml” file and modify the following entries:

<required>

<param name=“MergeSharedWorkflow” enabled=“true”/>

<param name=“Menus” enabled=“false”/>

<param name=“TableFieldForms” enabled=“false”/>

<param name=“JoinFormMembers” enabled=“false”/>

<param name=“FlashboardVariables” enabled=“true”/>

<param name=“FlashboardDataSources” enabled=“true”/>

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<param name=“MenuRelatedForms” enabled=“false”/>

<param name=“ApplicationStates” enabled=“true”/>

<param name=“ApplicationForms” enabled=“false”/>

</required>

5. Save the configuration file.

6. Execute the following:

Warning: Copy the command to and from Notepad before you execute, to avoid problems with

ASCII and whitespace characters or run-time issues. Also, verify that the folders have sufficient

rights to create the output files.

C:\Program Files (x86)\BMC Software\Migrator\Migrator>MigratorCli.exe -m -s "Reference Server"

-d "Upgraded Server" -u "Demo" -p "" -t 0 -i "migrator-instruction_201158_1304898756.xml" -g

"Migrator_Configuration.xml" --layout 1 --logfile "c:\temp\temp2.html" --logfile "c:\temp\temp.html"

1.11 Convert to granular overlays using Development Studio

Go through the following documentation for more information

http://docs.bmc.com/docs/display/ars81/Adjusting+customizations+when+upgrading

1.12 Delete overlays that are identical to their overlaid objects

(Ignore this step if you skipped step 1.10.) Use BMC Remedy Migrator to compare each overlay to its overlaid object, and when they are identical,

delete the overlaid object.

1. Log in to the migrator and sync all objects (forms, active links, filters, guides, etc.).

2. Set the migrator preferences as per the following link:

http://docs.bmc.com/docs/display/public/ars81/Comparing+overlays+to+overlaid+objects+on+the+s

ame+server

3. Compare the overlay form with with base form, and delete the overlays if the overlay form and the

base form are the same.

4. Select all of the overlay objects as shown below, right click, select Differences, and select the same

server where you are running differences

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5. You will see the following dialog box. Click Map Overlay To Origin.

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6. You will see the following report. (You can export this report as HTML for viewing in your browser,

and you can copy the objects and paste them into Development Studio for searching.

7. Using Developer studio, search for objects that are the same, and manually check for custom

overlay views or fields.

Warning: Deleting overlay deletes custom fields and associated data

If you are sure you that you won’t need the customizations, you can delete the identical overlays

from the form.

8. Repeat steps 4 to 7 for remaining objects such as filters, active links, guides, etc.

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1.13 FTS Fortification utility

a. If you have FTS functionality implemented on your current production please follow the KB article to run the utility for better performance improvements.

https://kb.bmc.com/infocenter/index?page=content&id=KA395757&actp=search&viewlocale=en_

US&searchid=1380755941683

2.0 CMDB upgrade:

2.1 Perform a full database backup

Work with Database administrator for the best database backup options. If you are using a VM, consider taking a snapshot to have a restore point.

2.2 Install BMC Atrium Core and related components

The following table lists the steps to install BMC Atrium Core.

Step Task Description

1 Upgrade BMC

Atrium CMDB

You must first upgrade the AR System server and then upgrade BMC Atrium

CMDB.

See Upgrading BMC Atrium CMDB on a single computer.

2 Upgrade BMC

Atrium Core

Web Services

If the BMC Atrium Core Web Services is on a different computer, you must

upgrade it after you upgrade AR System and BMC Atrium CMDB. If BMC

Atrium CMDB and BMC Atrium Core Web Services are on the same computer,

they are upgraded together.

See Upgrading BMC Atrium Core Web Services on a single computer.

3 Upgrade

Atrium

Integrator

If you want upgrade Atrium Integrator from 7.6.04 to 8.1 and 8.0 to 8.1, see the

appropriate procedure at Upgrading Atrium Integrator on a single computer.

4 Upgrade to

additional

language

packs

By default, only the English language pack is installed during an upgrade. To

upgrade to additional language packs, you must run the installer in Install

mode.

See Upgrading additional language packs.

5 Upgrade BMC

Atrium Core

online help

Windows and UNIX platforms only.

See Upgrading BMC Atrium Core online help.

2.3 Upgrade CMDB

1. Add the following entries to ar.cfg, to help capture detailed CMDB debug logs:

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CMDB-Debug: T

CMDB-Debug-Flag: T

CMDB-Debug-Level: 5

CMDB-Max-Log-File-Size: 50000

2. Comment out the following processes from armonitor.cfg that might have been added during the AR

System install or upgrade:

a. Assignment engine (for Windows; for example, \ARSystem\assignmentengine\bin\apsvcae.exe)

b. Dispatcher (for Windows; for example, \BMC Software\ARSystem\arsvcdsp.exe)

c. Stop the email engine for Windows; comment out in the AR Monitor configuration file for

UNIX/AIX/Solaris, etc.

d. Verify that Disable Escalation is set to True.

e. DSO (for Windows; for example, \BMC Software\ARSystem\serverds.exe)

f. Approval

g. SLM-related entries

3. Restart AR System.

4. Execute CMDB setup.exe or setup.sh.

5. Monitor the logs, disk space, memory usage, etc. while CMDB is being upgraded.

2.4 Post-upgrade CMDB steps

1. Run the CMDB maintenance tool to zip the log files.

2. Analyze the log files for potential issues.

3. Run CMDB health check by using the maintenance tool.

4. Apply the latest patches, if available.

5. Troubleshoot the problem, and document the solutions that you find.

6. If the upgrade failed, troubleshoot the issue to identify the root cause. Restore the database, apply the

workaround that you found during troubleshooting, and restart the upgrade.

7. Document the issues found during the CMDB upgrade and any workaround identified, hotfix provided, etc.

Issue Description Workaround Defect or hotfix information, if

available

2.5 Install or upgrade the AI Server

2.5.1 Installing Atrium Integrator server on a single computer

Refer to following URL for more information:

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Install

https://docs.bmc.com/docs/display/public/ac81/Installing+Atrium+Integrator+server+on+a+single+

computer

Upgrade:

https://docs.bmc.com/docs/display/public/ac81/Upgrading+Atrium+Integrator+on+a+single+comp

uter

2.5.2 Installing Atrium Integrator server in server group

Refer to following URL for more information:

Install

https://docs.bmc.com/docs/display/public/ac81/Installing+Atrium+Integrator+server+in+a+server+

group

Upgrade

https://docs.bmc.com/docs/display/public/ac81/Upgrading+Atrium+Integrator+server+in+server+g

roup

3.0 Update ITSM

3.1 Take a snapshot of the current state by using Development Studio. You need to repeat this step after the upgrade to create a difference report. This report helps you during reconciliation of overlays against modified origin objects.

a. Download the Snapshot plug-in from https://communities.bmc.com/docs/DOC-17012 and install (follow the instructions from the BMC Communities).

b. Run the plug-in using Development Studio, as shown in the following illustration.

For 7.6.04 Developer Studio plug-in

For 8.1 Developer Studio plug-in

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c. It takes a while to complete the snapshot. You need to take another snapshot using the second radio button “Create Working List of modified objects”, for generating a list of modified objects during the upgrade, to use for overlay reconciliation during post-upgrade activities.

3.2 Pre-ITSM upgrade checklist

1. Perform a database backup.

2. Run pre-checker for the ITSM component

3. Review the following wiki content for recommendations:

https://docs.bmc.com/docs/display/itsm81/BMC+Remedy+ITSM+upgrade+recommendations

3.3 Upgrade ITSM

1. Review the ITSM 7.6.04 install document.

2. Start the ITSM upgrade.

3. If the upgrade fails with errors in the CIDataMig.log file, follow the instructions from the document

attached here to resolve the errors, and attempt the ITSM upgrade again. You do not need to revert

to your previous environment; you can continue the ITSM upgrade from this point.

How to fix Asset Attribute Invalid Join Mapping before ITSM Upgrade.docx

3.4 Post-ITSM upgrade

1. Review the logs from the Temp and Application log folders.

2. Remediate the errors and warnings.

3. Run the ITSM health check using the maintenance tool.

4. Install the latest patches, if available.

5. Document the issues found during the ITSM upgrade, as well as the workaround identified, hotfix

provided, etc.

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Issue Description Workaround Defect or hotfix information, if

available

4.0 SRM upgrade:

4.1 Pre-SRM upgrade checklist

1. Perform a database backup.

2. Comment out the following line items from armonitor.cfg:

a. Assignment engine

b. Approval engine

c. CMDB-related entries

d. SLM-related entries

Verify overlaid and unmodified objects (forms, active links, filters, AL guides, filter guides) against the

reference server for any workflow discrepancies for the SRM module, and fix the issues, if any.

4.2 Fix workflow conflicts, if any

Identify conflicts with field IDs related to the SRM module, and fix them accordingly.

4.3 Upgrade SRM

1. If AR System service does not restart automatically after you fix the above workflow issues, then restart

it manually.

2. Run the installer from the command prompt in normal mode:

setup.cmd

4.4 Post SRM Upgrade

1. Review the log files from the Temp and Application log folders.

2. Remediate the errors and warnings.

3. Run the SRM health check using the maintenance tool.

4. Install the latest patches, if available.

5. Document the issues found during the SRM upgrade, as well as the workaround identified, hotfix

provided, etc.

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Issue Description Workaround Defect or hotfix information, if

available

5.0 SLM upgrade

1. Perform a database backup.

2. Verify and comment out the following line items from armonitor.cfg:

a. Assignment engine

b. Approval engine

c. CMDB-related entries

d. SLM-related entries

Verify overlaid and unmodified objects (forms, active links, filters, AL guides, gilter guides) against the

reference server for any workflow discrepancies for the SRM module, and fix the issues, if any.

6.0 ITSM and SRM upgrade to add new language packs

Rerun the ITSM and SRMS and SLM installers to add new locales.

7.0 Overlay reconciliation

1. If you are using a copy of the production on Dev, UAT, or POC, and no workflow changes are made to the production server, then you can ignore this step in Stage/PROD upgrade and just export all the overlays and import on Stage/production server environment. If your Dev / UAT/PROD workflows are not in sync, then you need to repeat these steps for every environment.

2. Using the snapshot utility, take a snapshot via Developer Studio and select the second option, as shown in the following screenshots.

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7.6.04 Snapshot utility

8.1 Snapshot utility

3. The following message is displayed when the snapshot is finished.

4. Double-click on Snapshot and you will see the tag “Object changed Since…”. When you double-click, you will see a list of objects such as forms, active links, filters, etc., when you need to compare and reconcile overlays.

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5. Based on the snapshot report, you need to reconcile objects where the granule property is overwritten. You do not need to consider overlay granules for reconcilation if it is ‘additive’ or ‘no overlay’

a. Reconcile forms: Open the forms using Developer Studio and compare the base and

overlay to see if the overlay is required. Look for Overlay or Custom views or fields on

the overlay; if there are no such views or fields, consider deleting the overlay form. If

you there are overlay or custom fields or views reconcile them with origin object.

b. Reconcile active links, filters, menus, guides, etc.: Open the overlay of active

links using Developer Studio, and compare the base and overlay to determine if the

overlay is required. If the overlay is required, compare the base with the overlay

granule and propagate the changes from base to overlay to take advantage of new

functionality along with customizations.

Case 1: The upgrade modified the base, resulting in a difference in set field actions

between the overlay and the base.See the following post-upgrade screenshot,

showing the active link CTM:EMS:SendEmail_100_PNTS-E, the base object (left

side), and the overlay (right side).

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Case 2: The upgrade modified the base, resulting in a difference in else actions

between the overlay and the base.See the following post-upgrade screenshot,

showing the active link HPD:INC:SaveActivity_109_PWLG, the base object (left side),

and the overlay (right side). Propagate the missing else action from the base to the

overlay.

6. Reconcile the custom advanced interface form (AIF) workflow for SRM. Refer to the following

URL for more information. (Ignore this step if you didn’t use AIF functionality to build SRDs

using custom forms.)

http://docs.bmc.com/docs/display/public/srm81/Reconciling+custom+AIF+workflows

8.0 Install or upgrade other servers in the server group

a. Add or modify the entries in the AR System Server Group Ranking Form for all servers.

b. Run the installers on server 2, 3, 4, etc.:

https://docs.bmc.com/docs/display/public/ars81/Installing+a+server+group

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https://docs.bmc.com/docs/display/ars81/Installing+the+next+AR+System+server+in+the+server+group

c. Refer to the following topics for detailed information about how to configure server groups:

i. Configuring the server group check interval ii. Setting failover rankings for servers and operations iii. Configuring the server group signaling option iv. Configuring full text search for a server group v. Configuring DSO for a server group vi. Configuring the Email Engine for a server group vii. Configuring flashboards for server groups viii. Bypassing the load balancer to work on a specific server ix. Using data archiving with server groups x. Configuring logging for server groups xi. Removing a server from a server group or remove an unused server name xii. Sharing a database without using a server group xiii. Changing a server name when using a duplicated or migrated environment

9.0 Testing/UAT

1. Perform a full backup before starting testing, and restore the backup before DDM starts. (The testing/UAT process creates transactional data that might conflict with DDM data from production server.)

2. Uncomment the following processes (comment them again after testing is complete and before DDM starts):

a. Approval

b. Assignment

c. Dispatcher

d. CMDB entries

e. SLM entries

f. Enable escalations

g. Delete mid tier cache

h. Delete plug-in cache

i. Restart mid tier

j. Ask users to delete the browser cache before starting testing on the new version

10.0 Delta Data Migration

Restore the database with the backup that you performed prior to UAT or sanity test, to avoid the accumulation of transactional data.

Delta data migrator utility is packaged and shipped with Migrator

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Refer to the following URL for more information:

https://docs.bmc.com/docs/display/ars81/Migrating+delta+data+after+an+upgrade#Migrating

deltadataafteranupgrade-ComponentsoftheDeltaDataMigrationTool

Key components of DDM:

- DeltaMigration.exe (apply the latest hotfix or patches before starting DDM process)

You can find it under the \Migrator\migrator\DeltaDataMigration folder, as shown below:

- Packages: Other than the Custom package, don’t attempt to alter any package.

- Configuration.xml: Open Configuration.XML using the editor, and update the path to the

correct value.

- Utilities:

AREntryCounter utility (AREntryCounter.bat):

https://docs.bmc.com/docs/display/public/ars81/Using+the+AREntryCounter+utility

Build package for custom forms (migratorFindCustomForms.bat):

https://docs.bmc.com/docs/display/public/ars81/Extending+Delta+Data+Migration+to+i

nclude+customizations

Pre-DDM scripts: You need to perform a set of actions before starting DDM.

Follow this link for more information:

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https://docs.bmc.com/docs/display/ars81/Resolving+issues+before+performing+th

e+migration

Post-DDM scripts: Refer to the following URLs for more information on steps to be

followed after final DDM and before go-live.

https://docs.bmc.com/docs/display/public/ars81/Post-migration+procedures

Review logs, remediate data issues, and rerun DDM:

- Working folder:

i. Make a backup of the working folder and delete the files under it before you start a

fresh DDM. (Note: Don’t delete the working folder if you want to rerun the DDM for

failed records.)

- Logs folder:

i. Review the HTML files under the \working\Logs\ folder.

ii. Review the migrator files: \working\Logs\.

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11.0 FTS (Full Text Search) configuration

Refer to following URL for more information

https://docs.bmc.com/docs/display/public/ars81/Configuring+after+installation

Configuring FTS in server group for performance and reliability

https://docs.bmc.com/docs/display/public/ars8000/Tuning+FTS+for+performance+and+stability+in+a+ser

ver+group

12.0 Go-live activities

12.1 In-place upgrade

12.1.1 Verify the configuration files

Review configuration files such as ar.cfg/conf and armonitor.cfg/conf, then enable the processes that were commented out during prior activities, uncomment them, and restart the AR System service.

12.1.2 Enable or restore user access to new production servers

Perform a final database backup after completing the UAT, and then allow users to access your production servers.

12.2 Parallel upgrade

12.2.1 Updating fields in forms for delta data

12.2.2 Updating multi-tenancy fields on forms for delta data records

12.2.3 Validating the migration

12.2.4 Running the RKM Conversion Tool after performing the migration

12.2.5 Synchronizing form IDs to the destination server

12.2.6 Migrating a modified service target or agreement after initial migration

12.2.7 Adjust the load balancer to the new environment and allow users to resume work

12.2.8 Verify the configuration files

Review configuration files such as ar.cfg/conf and armonitor.cfg/conf, then enable the processes that were commented out during prior activities, uncomment them, and restart the AR System service.

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12.2.9 Enable or restore access to users on the new production servers

Perform a final database backup after completing the UAT, and then allow users to access your production servers.

13.0 Contacting BMC

BMC Communities: https://communities.bmc.com/welcome

Facebook: https://www.facebook.com/BMC_ITSM

Google+: https://plus.google.com/b/118397931211465441989

Twitter: https://twitter.com/bmc_itsm

BMC Technical Support:

- Web: http://www.bmc.com/support

- Phone: 1.800.537-1813 or 713.918.2950

- Email: customer_support@bmc.com

- Knowledge Base: https://kb.bmc.com/

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14.0 Useful links:

AR System online documentation: https://docs.bmc.com/docs/display/public/ars81/Home

- Installing: https://docs.bmc.com/docs/display/ars81/Installing

- Upgrading: https://docs.bmc.com/docs/display/ars81/Upgrading

- Known issues: https://docs.bmc.com/docs/display/ars81/Known+issues+and+workarounds

Atrium Core 8.1 online documentation:

https://docs.bmc.com/docs/display/ac81

- Installing:

https://docs.bmc.com/docs/display/public/ac81/Installing

- Upgrading:

https://docs.bmc.com/docs/display/public/ac81/Upgrading

- Known issues:

https://docs.bmc.com/docs/display/public/ac81/Known+and+corrected+issues

https://docs.bmc.com/docs/display/public/ac81/Issues+that+might+arise+during+the+CD

MChecker+pre-upgrade+check

ITSM 8.1 online documentation:

https://docs.bmc.com/docs/display/public/itsm81/Home

- Installing:

https://docs.bmc.com/docs/display/public/itsm81/Installing

- Upgrading:

https://docs.bmc.com/docs/display/public/itsm81/Upgrading

- Configuring the ITSM solution:

https://docs.bmc.com/docs/display/public/itsm81/Configuring+BMC+Remedy+ITSM+soluti

on

- Service context configurations:

https://docs.bmc.com/docs/display/public/itsm81/Configuring+BMC+Atrium+Service+Cont

ext+for+BMC+Remedy+ITSM+applications

- Multi-tenancy:

https://docs.bmc.com/docs/display/public/itsm81/Starting+the+multi-

tenancy+update+utility+manually

- RKM mapping configurations:

https://docs.bmc.com/docs/display/knowledgemgmt81/Migrating+user+permissions+from+

the+7.2+and+7.5+releases

- ITSM known issues:

https://docs.bmc.com/docs/display/public/itsm81/Known+issues

Service Request Management online documentation:

https://docs.bmc.com/docs/display/public/srm81/Home

- Installing:

https://docs.bmc.com/docs/display/public/srm81/Installing

- Upgrading:

https://docs.bmc.com/docs/display/public/srm81/Upgrading

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- Reconciling custom AIF workflows:

https://docs.bmc.com/docs/display/public/srm81/Reconciling+custom+AIF+workflows

- Known issues and workarounds:

https://docs.bmc.com/docs/display/public/srm81/Known+issues+and+workarounds

SLM 8.1 online documentation: https://docs.bmc.com/docs/display/public/slm81/Home

- Installing:

https://docs.bmc.com/docs/display/public/SLM81/Installing

- Upgrading:

https://docs.bmc.com/docs/display/public/SLM81/Upgrading

- Multi-tenancy:

https://docs.bmc.com/docs/display/public/SLM81/Update+to+the+multi-tenancy+model

- Known issues:

https://docs.bmc.com/docs/display/public/SLM81/Known+and+corrected+issues

Restrictions after restoring the database on the staging environment for upgrade:

https://docs.bmc.com/docs/display/public/itsm81/Restrictions+after+restoring+the+database+on+t

he+staging+server+with+overlays

Server configuration adjustments before you start DDM:

https://docs.bmc.com/docs/display/public/ars81/Server+configuration+adjustments

Performing the delta data migration task:

https://docs.bmc.com/docs/display/public/ars81/Performing+the+data+migration

Using the AREntryCounter utility:

https://docs.bmc.com/docs/display/public/ars81/Using+the+AREntryCounter+utility

Extending delta data migration to include customizations:

https://docs.bmc.com/docs/display/public/ars81/Extending+Delta+Data+Migration+to+include+cu

stomizations

Server configuration adjustments before you start DDM:

https://docs.bmc.com/docs/display/public/ars81/Server+configuration+adjustments

Reviewing migration results and resolving issues:

https://docs.bmc.com/docs/display/public/ars81/Reviewing+the+migration+results+and+resolving

+issues

Post-migration procedures:

https://docs.bmc.com/docs/display/public/itsm81/Post-migration+procedures