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.
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?
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
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
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.
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 articleKA394300
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  Updating this entry will violate join condition ARERR  Entry does not exist in database ARERR  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.
In the case of defects, be sure to upgrade to the latest versions and service packs that address them. Also note that you can useIdeasin Communities to submit and vote on features that you would like to see in the product.
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 BMC Remedy Community group.