Remedyforce Winter 15 (20.15.01.xx) Hybrid Upgrade FAQ

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    This article has been deprecated.  Please visit http://wiki.remedyforce.com for the latest Remedyforce upgrade process and release schedule information.










    Hello Remedyforce Community!  Here is a list of frequently asked questions about the Remedyforce Winter 15 upgrade process.  Enjoy!

     

     

    Where Can I Find Out More Information About Remedyforce Winter 15?

    Remedyforce Winter 15 release notes, upgrade documentation, administrator documentation, and more can be found on the new Remedyforce Wiki.  Links to documentation for versions prior to Winter 15 can also be found on the Remedyforce Wiki homepage.

     

     

    What Are My Upgrade Options?

    With Remedyforce Winter 15 we've taken all of the flexible upgrade options previously available, such as Push and Self-Upgrade, and added pre-defined upgrade dates for those who prefer to have their environments automatically upgraded!  We call this model the Hybrid Upgrade Model.


    There are two easy options for having your Remedyforce environment upgraded to Winter 15:

    1. Automatic Upgrade (Wait For BMC To Automatically Upgrade Your ORG)
      • Go to the Remedyforce Wiki and read the Release notes and Upgrading sections which will educate you on the new features and any post-upgrade steps that you may need to perform after BMC upgrades your ORG.
      • Sandbox ORGs were upgraded on February 27th, 2015
      • Production ORGs were upgraded on March 19th, 2015
      • Due to the number of queued upgrades, we are unable to provide specific dates and/or times for any specific ORG other than the date windows provided above
      • After your ORG has been upgraded by BMC you should refer to the Configuring after self or automatic upgrade section under Upgrading in the wiki.  Optional steps are also defined depending on how you have configured your Remedyforce instance.
    2. Self Upgrade (Perform The Upgrade Yourself According To Your Own Scheduling Needs)
      • This option is great for customers who want full control over their upgrade experience, including scheduling the upgrade according to your own change management processes and business needs.
      • Please take note about Grayout dates as to not conflict with any other system or platform maintenance
      • Refer to the Configuring after self or automatic upgrade section under Upgrading in the wiki for next steps.  Optional steps are also defined depending on how you have configured your Remedyforce instance.
      • IMPORTANT: The Self Upgrade option is only available through the dates listed above in the Automatic Upgrade option.  ORGs that are not Self Upgraded by these dates will default to the Automatic Upgrade option and will be upgraded automatically by BMC.

     

    Exception: If your ORG is running a version that is less than Summer 13 (20.13.02) then you will require a Manual Upgrade or Self Upgrade.  Due to additional steps that may be required, we recommend that you contact BMC Support or your Customer Success Manager as soon as possible to discuss your options and additional detailed information.

     

     

    When Can I Upgrade?

    If you choose to Self Upgrade, you may upgrade at any time prior to the dates listed above in the Automatic Upgrade option (except for dates not recommended during Grayouts).  The Self Upgrade option is only available through the dates listed above in the Automatic Upgrade option.  ORGs that are not Self Upgraded by these dates will default to the Automatic Upgrade option and will be upgraded automatically by BMC.  If you do not choose the Self Upgrade option, your ORG will default to the Automatic Upgrade option.

     

     

    How Do I Know What Version My ORG Is Currently Running?

    An administrator can log into each of your ORG's and go to Setup > Installed Packages.  Find the Package Name of 'BMC Remedyforce' and a Version number will be listed beside it. While the 'dots' and number of characters in the version number may vary, here is a general mapping of Remedyforce version numbers to names:

    Winter 11 - 20.11.03.xxx

    Spring 12 - 20.12.01.xxx

    Winter 13 - 20.12.02.xxx

    Spring 13 - 20.13.01.xxx

    Summer 13 - 20.13.02.xxx

    Winter 14 - 20.14.01.xxx

    Summer 14 - 20.14.02.xxx

    Winter 15 - 20.15.01.xxx

     

     

    What About Sandbox ORGs?

    Since Production and Sandbox ORGs are separate environments, upgrading one will not impact the other.  The process for upgrading is the same regardless of the ORG type.  BMC encourages upgrading your Sandbox ORG prior to your Production ORG; however it is not required.  It is also not a requirement to have a Sandbox ORG at all.  For additional information on Sandboxes visit the Salesforce Help Pages.

     

    Prior to upgrading a Sandbox ORG, be sure to click the Remedyforce Administration tab and allow the page to fully load one time.  Sometimes when Sandboxes are refreshed, this tab is not opened by an ORG Administrator, which will cause an Out Of The Box missing notice during the upgrade.

     

     

    Will My Sandbox ORG(s) Be Upgraded Before My Production ORG(s)?

    If you choose the Self Upgrade option you may upgrade any ORG at any time as long as it is before the Automatic Upgrade dates listed above.  While recommended, it is not required to upgrade Sandbox before Production.  For Automatic Upgrades, the ORG types will be upgraded as defined above.

     

     

    Will There Be Downtime During The Upgrade?

    You should not see any 'downtime' during the upgrade process.  We encourage upgrading Sandbox ORG's before Production ORG's especially if you run custom code, object, or classes.

     

     

    What Actions Do I Need To Perform After The Upgrade?

    You should perform all of the required and optional steps as listed in the Upgrading area of the Remedyforce Wiki; taking special note about Permission Sets and Profiles.

     

     

    Will BMC Upgrade My ORG Automatically?

    Unless you Self Upgrade your ORG prior to the dates listed above in the Automatic Upgrade details, yes your ORG will be upgraded Automatically on the dates listed above.

     

     

    Can I Opt-Out Of The Upgrade?

    You may opt-out of the Self Upgrade option, but not the Automatic Upgrade option.  All ORGs will be upgraded on the dates listed above unless you run a Self Upgrade prior to the Automatic Upgrade dates listed above.  Please contact your Customer Success Manager to discuss Professional Services options for upgrade assistance if you have customizations or other special cases that you are concerned about.

     

     

    Can BMC Upgrade My ORG For Me Prior To The Automatic Upgrade Dates?

    Unlike previous upgrade models where the options included 1) self-upgrade or 2) request BMC perform your upgrade, BMC will be upgrading all ORG types during a single date window for Sandbox and Production ORGs via the Automatic Upgrade process defined above.  Please contact your Customer Success Manager to discuss Professional Services options for upgrade assistance if you have customizations or other special cases that you are concerned about.

     

     

    Where Can I Find Information on Winter 15 Patch Releases?

    Details about Winter 15 Patches will be posted to this page when they are scheduled/released.

    • Winter 15 Patch 1 was released on January 28th, 2015.  BMC did not schedule an automatic push of this patch to all customer ORGs as it only impacts specific scenarios.
    • Winter 15 Patch 2 was released on February 27th, 2015.  This Patch was released as scheduled on the Release Schedules page. Patch 2 is cumulative and includes the fixes in Patch 1.
    • Winter 15 Patch 3 was released on March 19th, 2015.  This Patch was released as scheduled on the Release Schedules page. Patch 3 is cumulative and includes the fixes in Patch 1 and 2.
    • Winter 15 Patch 3.1 was released on March 27th, 2015.  This Patch was released as scheduled on the Release Schedules page. Patch 3.1 is cumulative and includes the fixes in Patch 1, 2, and 3.
    • Winter 15 Patch 4 was released on April 22nd, 2015.  This Patch was released as scheduled on the Release Schedules page.  Patch 4 is cumulative and includes the fixes in Patch 1 through Patch 3.1.

     

     

    What Is A Grayout And When Does It Apply?

    Grayouts are defined as periods where BMC does not recommend performing a Self Upgrade or making other major changes to a Remedyforce environment.  BMC will flag Grayouts based on available information including Salesforce maintenance or other changes to the overall Salesforce, Remedyforce, or MyIT systems and platforms.  You may still perform upgrades and changes during a Grayout if you need to.  BMC simply recommends that you avoid doing so during Grayouts to avoid potential conflicts and to ease the troubleshooting procedure if an issue arises.

     

     

    What Timezone Should Be Used When Referencing The Dates And Time Listed?

    All dates and times are based on the Eastern timezone (New York, USA).

     

     

    Winter 15 Hybrid Upgrade Schedule - Timeline and Calendar Versions

    Timeline and Calendar versions of the upgrade schedule can be found in the Remedyforce Wiki under Release Schedules