Remedyforce and MyIT for Remedyforce Maintenance Policy

Version 4
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    Effective Date

    This policy last updated June 10, 2015

     

     

    Purpose

    The purpose of this document is to clearly provide definitions and set expectations around BMC maintenance, including, but not limited to, patch and upgrade procedures, maintenance schedules, and differences between BMC and 3rd party maintenance processes for the following products:

    • BMC Remedyforce on the Salesforce.com platform
    • BMC MyIT on the BMC OnDemand SaaS platform


    Any references to any non-BMC maintenance procedures, including Salesforce maintenance, are not intended to be authoritative.  Please be sure to check with the vendors themselves for official vendor specific maintenance policies.


    This document does not cover BMC MyIT OnPremise maintenance.  Refer to the Home - BMC MyIT 2.0, 2.1, and 2.2 - BMC Documentation and Release notes and notices - BMC MyIT 2.5 - BMC Documentation links for general BMC MyIT documentation. 

     

     

    Supplemental and Related Articles

     

     

    Definitions

     

    Upgrade

    A Remedyforce or MyIT Upgrade is defined as anytime the Remedyforce or MyIT product version name or number is changed.  An Upgrade may take place when a patch or major version of Remedyforce is released.

     

     

    Major Version

    A Remedyforce or MyIT Major Version is defined as a Release with substantial changes, improvements, and/or new features to the Remedyforce or MyIT product.

     

    Remedyforce Major Version Version Numbers

    Major version numbers are identified by the first three sets of values in the version number; ex: 20.15.01.14.27 when you visit the Setup > Installed Packages page and locate the Version Number field.  In the example of 20.15.01.14.27, this was the first (01) release of 2015 (20.15).  To locate the version name that you are running, you would visit the Setup > Installed Packages > BMC Remedyforce page and locate the Version Name field.

     

    Release Notes for all Remedyforce Major Versions can be located at http://wiki.remedyforce.comMajor Versions are released via the Remedyforce Hybrid Upgrade Model.


    MyIT Major Version Numbers

    Major version numbers are identified by the first three sets of values of the myITVersion field when you are in the products universal client on the "/ux/restapi/version" page; ex: 2.2.00.001 indicates that you are running MyIT version 2.2.00.  For example, if your universal client URL is https://remedyforce-myit.mybmcdomain.com/ux/console then you would visit https://remedyforce-myit.onbmc.com/ux/restapi/version and refer to the myITVersion text.


    Release Notes for all MyIT Major versions can be located at https://docs.bmc.com/docs/display/public/myit20/Release+notes+and+notices

     

     

    Standard Patch

    A Remedyforce or MyIT Standard Patch is defined as a minor release.  A Patch is primarily designed to address defects found in the product and is not intended to change product functionality.  Depending on the fix designed for a defect, some minor product functionality changes may be seen.  Minor product features may also be added through a Patch. 


    Remedyforce Patch Version Numbers

    Patch version numbers are identified by the third and fourth set of values in the version number; ex: 20.15.01.14.27 when you visit the Setup > Installed Packages page and locate the Version Number field.  The numerical value of the patch version has no specific meaning for customers - it is simply an incremented number used by the development teams.  In the example of 20.15.01.14.27, this was Winter 15 Patch 3.  To locate the version name that you are running, you would visit the Setup > Installed Packages > BMC Remedyforce page and locate the Version Name field.


    Release Notes for all Remedyforce Standard Patches can be located at http://wiki.remedyforce.comStandard Patches are released via the Remedyforce Hybrid Upgrade Model.  All Patches are rolled cumulatively into the next Remedyforce release.

     

    MyIT Patch Version Numbers

    Patch version numbers are identified by the third set of values of the myITVersion field when you are in the products universal client on the "/ux/restapi/version" page; ex: 2.2.00.001 indicates that you are running Patch 001 of MyIT 2.2.00.  For example, if your universal client URL is https://remedyforce-myit.mybmcdomain.com/ux/console then you would visit https://remedyforce-myit.onbmc.com/ux/restapi/version and refer to the myITVersion text.


    Release Notes for all MyIT Patch versions can be located at https://docs.bmc.com/docs/display/public/myit20/Release+notes+and+notices


     

    Emergency Patch

    An Emergency Patch is defined as a minor release that is pushed out to all SaaS environments by BMC as a non-scheduled maintenance.  Emergency Patches are very infrequent and are designed to resolve time sensitive defects in the associated product.

     

     

    Remedyforce Hotfix

    Remedyforce Hotfixes are designed to address a specific customer reported issue with Remedyforce.  Hotfixes are only provided by BMC Support on an as-needed basis as customer environments and issues warrant their use.  All Hotfixes are rolled into the next Remedyforce release.

     

     

    Remedyforce Hybrid Upgrade Model

    The Remedyforce Hybrid Upgrade Model provides the following key aspects:

      • Customers have the flexibility of choosing their upgrade and/or date and time, 24 hours a day, 7 days a week, according to their own business needs and change management schedule
      • If customers opt-out of upgrading themselves, BMC will upgrade each environment to the latest version of Remedyforce for them via an Automatic Upgrade

     

     

     

    Expectations

     

    Downtime

     

    Remedyforce Downtime Notes

    During a Remedyforce upgrade there is no expectation of downtime at the ORG or Remedyforce application level.

     

    Administrative locks on the ORG may occur to ensure system integrity while the upgrade process is running.  This will not impact or restrict non-administrator users from functioning in the system.  Refer to http://help.salesforce.com and Why do I receive an 'Org Administration Locked' message? articles for how Administrators may be impacted during an upgrade.

     

    Custom code, including but not limited to, Apex Triggers, Apex Classes, or other code modifications added to an ORG has the potential to cause downtime after an Upgrade.  BMC highly recommends that customers test new versions in their Sandbox ORGs first before rolling out to Production ORGs - especially when custom code has been added to an environment.

     

    MyIT Downtime Notes

    During a MyIT application or platform maintenance window, there may be periods of time when the MyIT application is unavailable.  The maintenance notification will include the appropriate maintenance date and time window(s).

     

    Post Upgrade Actions

     

    Remedyforce Post Upgrade Actions

    A Remedyforce Upgrade should not require that any additional actions be performed once the Upgrade occurs.  The Remedyforce system should remain completely functional and the Upgrade should be transparent to the users of the system.  Administrators may be required to take appropriate post-upgrade steps to enable new features and functionality.  Documentation is available for each release at http://wiki.remedyforce.com.

     

    MyIT Post Upgrade Actions

    Following a MyIT maintenance it is recommended that users of the universal client clear the browser cache before resuming use of MyIT.  Administrators should immediately login and verify the newly provided functionality.

     

    For users of the mobile client, a new client will need to be downloaded (or the existing client upgraded) before users will be able to take advantage of new features.  Users who do not download a new client, or do not upgrade an existing client, will continue to have access to the features of that client version but will not be able to utilize new features.  Details for downloading a new mobile client or upgrading existing mobile clients are provided after an upgrade is complete.

     

     

    Salesforce Maintenance

    Maintenance on the Salesforce.com platform, unrelated to Remedyforce maintenance, is routinely scheduled.  Salesforce provides a maintenance schedule on http://trust.salesforce.com.  BMC makes every attempt to schedule Remedyforce maintenance on days that do not conflict with Salesforce maintenance.

     

    BMC performs Upgrades using powerful tools that Salesforce provides to BMC as a platform.  BMC upgrade tools, policies, and procedures are different than that of Salesforce.  Customers should be conscious that maintenance performed by Salesforce and BMC are separate and may not reflect maintenance policies and procedures of each other.

     

     

    MyIT Platform Maintenance

    Maintenance of the BMC MyIT SaaS backend systems and/or platform, separate from the MyIT application, routinely occurs and is typically transparent to users of the MyIT application.  In the event a scheduled platform maintenance could impact users, BMC will schedule and notify customers accordingly.

     

     

    Release Schedule

    The official Remedyforce and MyIT OnDemand Release Schedule is updated regularly and is available at http://wiki.remedyforce.com.

     

    Remedyforce customers are able to Self Upgrade/Patch any ORG, 24 hours a day, 7 days a week, according to their own business needs and change management schedule, between the release date and the scheduled Automatic Upgrade date.

     

    When a release is made available, Automatic Upgrades are scheduled by BMC according to the following matrix:

     

    Sandbox ORGsProduction ORGs
    Remedyforce Major Versions4 weeks after release8 weeks after release
    Remedyforce Standard Patches1 week after release2 weeks after release
    Remedyforce Emergency PatchesWithin 1 day of releaseWithin 1 day of release
    Remedyforce HotfixesAs neededAs needed
    dfSandbox ORGsProduction ORGs
    Non-Production EnvironmentsProduction Environments
    MyIT Major Versions1 week notice3 weeks notice
    MyIT Standard Patches1 week notice2 weeks notice
    MyIT Emergency PatchesWithin 1 day of releaseWithin 1 day of release
    MyIT Platform Scheduled Maintenance1 week notice3 weeks notice
    MyIT Platform Emergency MaintenanceWithin 1 day of releaseWithin 1 day of release