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I know, I know, it has been a while since I shared some videos. Had some time off in summer and spent few weeks with my family in Germany. I used the opportunity to visit some Remedy customers in Germany and France. It's always amazing to me what sophisticated systems these customers have built with Remedy ITSM to support their critical IT services. I never stop learning.


The video that I want to share today was created by my fellow PM colleague Jon Hall, who explains what's new in the latest release (v8.1) of BMC Mobility for Remedy ITSM. Key topics: better performance, easier search capabilities, and ability to handle custom incident fields.






Some errors are clearer than others and the same goes for errors thrown by Remedy. Session is invalid or has timed out is pretty clear, Required field not specified is self-explanatory. They’re no-brainers, you know what to do – or at least get a clue what they mean and you’re able to work towards a solution. But what about Unable to setup data connection, which is preventing the application from working correctly? What data connection is it talking about? What does it mean it’s not working correctly? How is it preventing the application from working? Other than the error the system seems to work fine, it’s not like the system is crashing or it’s stopping you from using the application. It just comes up once in a while. So what does it actually mean?


To read more, go here: Trending in Support: What data connection is ARERR 9351 really trying to set up?


We have seen quick adoption for Remedy ITSM 8.1 from the customer base with install and upgrade activities being front and center. This post shares some thoughts on how to create plan around application install and useful resources while running the installation.  I will also cover some frequent questions, how they fit into this topic, and quick references to answer these questions.

Summary of the Blog is as below:

  • End to end Process and Approach on ITSM 8.1 Upgrade information
  • Recommendation
  • Informative Links of wiki Pages with Known Issues and compatibility Matrix
  • Known Issues and Related Knowledge articles to the Topic



To start on this activity, we recommend you to review the information from below web links

Enhancements in version 8.1.00

Developer Studio Tips and Tricks - Plug-in Development

Remedy ITSM 8.1 Videos - Installation Related

BMC Remedy Pre-Checker Utility for Remedy ITSM 8.1

Upgrading to BMC Remedy 8.1 -Things that you really need to know


Below are some of the guidelines, which we recommend you to follow when you plan your application, upgrade activity:


Planning To Upgrade:

This section will cover following points which would be useful during upgrade of BMC Remedy ITSM Suite solution

  • Compatibility matrix before upgradeUpgrade.jpg
  • Upgrade Requirements, Preparing database for Upgrade
  • Downloading Installation Files for Upgrade


Preparing for Upgrade

KA394583: Installing ITSM 8.1 need to install all the modules on all AR Servers in a Server Group?

KA288021: Steps to prepare for successful ITSM upgrade/install from 7.x to a higher version of 7.x


Following link provide information and recommendations on using Stage upgrade process

Restrictions after restoring the database on the staging server with overlays



Migrating Delta Data after Upgrade:


The Delta Data Migration Tool is used during last stage of upgrade process to move data which was created or changed after copying the production database from your production server to the staging server.

For more information about this tool, see Migrating delta data after an upgrade


If you have previously installed BMC Remedy AR System 7.6.04 and have already implemented overlays you need to perform below stages for upgrade process:

Upgrading with overlays already present


If you do not have overlays implemented in your existing server and want to keep all customizations then, we recommend you to check the information from below topic

Upgrading without overlays already present

Upgrade flow.jpg

To understand the list of browsers that are compatible with ITSM application we recommend you to review the utility, BMC Solution and Product Availability and Compatibility Utility


To understand the related requirement about upgrade activity, we recommend you to review the information from below documentation portal space.

Reviewing the upgrade requirements


Review the BMC Remedy AR System and BMC Atrium compatibility matrix

Review the requirements for your computer platform:
a. Review the hardware requirements for your computer platform.
b. Review the software requirements for your computer platform.
c. Review the 32-bit and 64-bit requirements for your computer.
d. Review the additional Atrium Core upgrade requirements.

Prepare your database before you start the upgrade.


Complete the MS Excel planning spreadsheet.

Download the installation files.

Prepare your components and applications for an upgrade.

Review Understanding how upgrading without overlays works, including the subsections. This information will help you understand the importance of overlays during the upgrade process.


Please find below complete steps if you plan to upgrade your server with staging server


Stage 1 - Setting up a staging server for upgrades without overlays already present if you need to set up a staging server

Stage 2 - Upgrade AR System server without overlays present and then upgrade BMC Remedy AR System

Stage 3 - Create overlays for existing customizations

Stage 4 - Acquire origin objects

Stage 5 - Restore origin objects to the staging server (optional)

Stage 6 - Minimize overlays

Stage 7 - Upgrade applications and adjust customizations

     a. Upgrade BMC Atrium Core.

     b. Upgrade BMC Remedy IT Service Management.
     c. Upgrade BMC Service Request Management and Data Visualization modules.
     d. Upgrade BMC Service Level Management.

Stage 8 - Test and promote staging server to production


While upgrading your application pleas keep the note of following activities:


Before installing ITSM Application, Atrium Integrator Server must be successfully installed on the server where AR, CMDB are already installed. Also note that Atrium Integrator has a separate installer and is not part of the Atrium Core installer. Please check additional information from knowledge article KA394300


If you are in server group then then you may follow the below approach for complete server group application upgrade activity

  • Take the secondary down during the full upgrade of the primary
  • Primary has to be removed from the server group prior to upgrade
  • Once fully upgraded (ARS/Atrium/ITSM/SRM/SLM), primary is configured back into the server group
  • Upgrade ARS on secondary whilst it's still down - the upgrade will not work if the secondary is up
  • Upgrade Atrium/ITSM/SRM/SLM on secondary whilst its up and part of the server group



After successful upgrade activity, please keep the note of following information:


Finally, there are a few known issues with Upgrade activity, where it does not work quite as efficiently or cover use cases desired by customers.  These usually have workarounds which are covered in the knowledge base, see the following articles for more information

  • In case if you receives below error message while creating CTM: People form record, then you may need to check if Enable Multiple assignee group option

ARERR [387] Updating this entry will violate join condition
ARERR [302] Entry does not exist in database
ARERR [417] the group name is not a defined group.
The preceding message occurred during the execution of active link CTM:PPL:DialogSave_450_ADDPERSON -- action 2. (ARNOTE 1101)


  • In case none of the application forms have been updated correctly after your upgrade process, then we recommend to you check the setting for the "Overlay-mode:" option from ar.cfg/conf


You can check additional information about this configuration from documentation portal space.

Configuring AR System server to support only origin objects


You can get additional resources about the pre-checker utilities from below web links:

Known issues for the BMC Remedy ITSM Suite installer

Known issues for browsers

KA391625: Not able to add people records after clean 8.1 ITSM installations.

KA394300: ITSM upgrade from 7.6.04 to 8.1 installer issue: Getting the error -> BMC Atrium Integrator Server not detected

In the case of defects, be sure to upgrade to the latest versions and service packs that address them.  Also note that you can use Ideas in Communities to submit and vote on features that you would like to see in the product.


Author’s Note: Most of the information listed in this blog is applicable to ITSM 7.5 and up, but screenshots and testing we’re conducted in an ARS/ITSM 8.1 environment. These postings are my own and do not necessarily represent BMC's position, strategies or opinion.


One important part of Asset Management is keeping tabs on the relationships between assets and the people they’re associated with. Simply noting that this person or this organization is associated with a particular asset is typically not enough information for asset managers to do their job. This relationship needs a description.

Out of the box, BMC Remedy Asset Management provides the following options to allow users to categorize their People-to-Asset relationships:

  • Approved by
  • Created by
  • Managed by
  • Owned by
  • Supported by
  • Used by

These relationships can be between an asset and a person, a support group, or an organization. What do these roles mean? Do they have special permissions or privileges? Where is this information stored if I need to create a report? How do I add a custom role? This blog hopes to answer these questions and more.


Defining your Relationships

All of these relationships come with predefined definitions per BMC documentation. Organizations implementing Asset Management may choose to define these relationships with more granularity per their own policies, procedures, and/or regulation.

  • Approved by – Individual/group who approved the CI, i.e. an individual approver on the purchase request
  • Created by – Individual/group who created the CI, i.e. “Receiving” or other group/individual responsible for processing CIs coming into the organization
  • Managed by – Individual/group who manages the CI, i.e. “Inventory Management” or other group/individual responsible for tracking the CI through its lifecycle
  • Owned by – Individual/group who owns the CI, i.e. the group/ individual who has fiscal ownership of the CI
  • Supported by – Individual/group who supports the CI, i.e. the group/individual that provides support and maintenance to the CI such as a help desk
  • Used by – Individual/group who uses the CI, i.e. the group/individual who has been assigned the CI for normal use

There may be groups that share multiple roles or you may not track all the roles in your organization. You may also choose to have a slightly different interpretation of the role definition than that described above.


Special Roles carry Special Privileges

When considering how to use relationship roles you must consider the special behaviors associated with some of these definitions:

  • The menu for the ‘CI+’ field on the Incident form will display a customer’s CIs if that customer or a People Organization (Company, Organization, or Department) they are associated with has a “Used by” relationship with that CI
  • The “Used by” relationship, when associated with a People record, creates a "Dependency" relationship in the CMDB
  • The “Used by” relationship, when associated with a People record, is used by the Software License Management engine when computing compliance for certain License Types
  • The “Created by,” “Managed by,” and “Supported by” relationship, when associated with a Support Group, allows members of that support group write privileges if the user has Asset User permissions (Asset Admin permissions supersede this and allow the user to modify all assets)

This information is summarized in the below matrix:



Select CI

in Incident?

CMDB Relationship




PeopleApproved byNoNoNo
PeopleCreated byNoNoNo
PeopleManaged byNoNoNo
PeopleOwned byNoNoNo
PeopleSupported byNoNoNo
PeopleUsed byYesYesNo
Support GroupApproved byNoNoNo
Support GroupCreated byNoNoYes
Support GroupManaged byNoNoYes
Support GroupOwned byNoNoNo
Support GroupSupported byNoNoYes
Support GroupUsed byNoNoNo
OrganizationApproved byNoNoNo
OrganizationCreated byNoNoNo
OrganizationManaged byNoNoNo
OrganizationOwned byNoNoNo
OrganizationSupported byNoNoNo
OrganizationUsed byYesNoNo


How do you add relationships manually?

To add relationships to a CI, you must have permissions to modify the CI. This means you will either have to have Asset Admin rights or you'll need Asset User permissions where the user is a member of a support group with a "Supported by" relationship of the CI. If you are operating in a multi-tenancy environment you will also need access to the company the CI belongs to or Unrestricted Access. See documentation for more details.


You can add these relationships manually or in bulk. You can add Individual relationships manually from both the user's People record (CTM:People) or from the CI record itself. If you are looking at the CI record, click on the "People" tab, click "Add," and proceed to choose the options relevant to the relationship you would like to create.


Add CI.png

If you are in the People record, you would click the "CIs" tab and click "Relate." To add Organization or Support Group relationships you must make the modification from the CI.



How do you add relationships in bulk?

If you have a large number of relationships to generate at one time, creating them manually can be very tedious. Fortunately, there is an option to load these relationships through the Data Management Tool (DMT). There are many steps to loading, validating, and promoting data through the DMT , which I will not cover here. However, there is some great information at our documentation site.


When using the DMT to load People Relationships, you will want to use the "AST_LoadAssetPeople" tab in the "Transactional_Asset" spreadsheet.



Where is the relationship information stored?

All People-CI relationship data is stored in AST:AssetPeople, which is installed with the installation of Asset Management. This includes Support Group and People Organization relationships. This form stores all the information regarding the relationship but does not have a lot of data regarding the CI or the related person/group.

AST:AssetJoinASTPeople and AST:AssetPeople_AssetBase are out of the box joins between AST:AssetPeople and AST:BaseElement. This join form could be used for reporting if more information regarding the CI is necessary. You can also develop your own custom joins based on your individual reporting requirements.


Not enough options? Add!

The six roles above encompass many responsibilities in an asset’s lifecycle. But what if your organization has a requirement to track a different type of relationship? Here are the steps below to accomplishing just that:

  1. Using your browser or client, navigate to the "SYS:Association Types" form and create one record for  your new Relationship Type and create an additional record for whatever you enter as the "Opposite Relationship Type." Note the Relationship Type and Selection Code entered as you will be using these later when modifying menu choices  AssociationTypes.png
  2. Navigate to the "SYS:Association Type Assoc" form and create one record for the new Relationship Type. Select "AST:Configuration Item (CI)" for the 'Related On Form Name' field and "People" for the 'Request Type' field. You would repeat this step for People Organization and Support Group, changing the Request Type value respectively.    AssociationTypeAssoc.png
  3. In Developer Studio, add the Relationship Type as a menu choice to the fields and forms below. Use the Selection Code you designated in step 1 as the choice's ID:
    1. Form: ”AST:dlgSelectASTUserOwner”, Field: “Association Type01”
    2. Form: "AST:CI Associations",  Field: ”Association Type01”
    3. Form:"AST:AssetPeople", Field: ”PersonRole”
  4. Verify that the 'Role' field on "AST:AssetPeople_AssetBase" and ‘People Type’ field in AST:AssetJoinASTPeople have the updated values as selections in the 'Association Type01' field. If you are making changes using Overlays you will need to overlay this form, its views, and the 'Role' field.
  5. Test! Before implementing this change in production please test this in a development.


This information can also be found in our knowledge base (KA401006).


Please keep in mind that this is considered a customization and will be supported as such per BMC's Customization Policy. Customizations should be used in the rarest circumstances where thorough analysis has concluded that the existing functionality out of the box does not support important business processes and must be extended.


Wrapping it up

Capturing people relationships can be a daunting task if you do not have strong internal policies and procedures in place that capture this information and keep it up to date. Despite the hard work that goes into this, the information captured here is important. It not only tells you the “who” associated with your assets but also helps calculate Software License information and also supports Incident Management processes. I would encourage you to consider implementing this functionality if you have not done so already. If you have, I would encourage you to share your experiences in the comments below. Thanks for reading and have a great August!!


>> Connect with Remedy Webinar Series

Dear Users,


We would like to take this opportunity to thank everyone who participated in our ‘Connect with Remedy: Upgrading to BMC Remedy 8.1 -Things that you really need to know’ Webinar on August 13, 2013.


We are delighted by the support and contribution that we have received from all of you. The success of our webinar depends on your support and input, and we would like to thank all of you for helping us to achieve such an excellent event.


For people who missed this event or if you would like to go through the recording, watch the video below.



Additionally you can also download Cook book for ITSM 8.1 Upgrade activity from Knowledge article KA400850. This document contains guidelines you can use when upgrading to ITSM Suite 8.1. You may customize this document as required for your specific scenarios.


We strongly recommend, you perform a proof of concept on your test server and analyze the issues, and document the workaround to be used during the actual upgrade.


This document compliments and DOES NOT replace the existing product documentation.Please follow this blog post to receive more updates.


If you get any additional questions on BMC Remedy upgrade activity, then we suggest to create new discussion on Remedy ITSM Community group.


We look forward to meet to you all soon

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