Ask Support: Remedy 9 Upgrade Live Q&A

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    Date:  Wednesday, March 8, 2017

     

    Presentation References

     

    AMIGO Program

    https://communities.bmc.com/docs/DOC-28417

     

    Deployment Portal: Planning an Upgrade

    https://docs.bmc.com/docs/display/public/brid91/Planning+an+upgrade

     

    Remedy 9.x Upgrade Enablement

    https://communities.bmc.com/docs/DOC-44719

     

    Upgrading Atrium Core – What you should know to prevent upgrade failures

    Knowledge Article 000097520

     

    Recommended Hotfixes

    ftp://ftp.bmc.com/pub/ARRecommendedFixes/

     

     

    Questions & Answers

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    Q:  Hotfixes going forward, I understand that manually installing files will be a thing of the past.  Hotfixes will be rolled out every 2-3 weeks and have an installer no more manual installation?

     

    A:  Platform hotfixes will not change and there is not an installer for hotfixes.  Our goal is to have fewer hotfixes, and more consistent patch release cycle.  Patches have an installer, but hotfixes will still be manually installed.

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    Q:  Patches going forward, will there be an option to have an automatic backup.  So, we do not need to backup files, etc. and can rollback easy.

     

    A:  No change to the patch installer currently, but definitely something we are considering.

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    Q:  Upgrading from 8.1.02 to 9.1.02.  We have 7 production server and have already upgraded the midtier servers.  We have a whole bunch of customizations to our ITSM.  Is it possible to do an "in place" upgrade? As we tried in dev and it wasn't successful (plugin errors, believe Atrium Core failed twice).  With 7 production servers if we upgrade how can we be successful?  Tough with 7 production servers and a small change window.

     

    A:  Our documentation is very comprehensive on the upgrade process.  We have several customers with complex environments that have upgraded successfully.  The key is in the preparation.  The 9.1 SP2 installers have improvements, with the secondary servers the upgrade is much quicker.

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    Q:  When upgrading last time the Java version with 3 digit update # caused an installation failure.

     

    A:  This was a known problem that has been resolved in 9.1 SP2.

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    Q:  We have an estimated installation time of 12hrs, 360GB's for ITSM installation, does this seem reasonable amount of time?

     

    A:  Tough to confirm your installation time as it is specific to your environment.  With 9.1 SP2 installer the installation times have been improved over previous releases.

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    Q: Applying a hotfix, I had to copy files to different folders.  If I need to do this on all of my production servers in my server group this is very error prone doing it manually.  This should be automated to avoid failures caused by applying a hotfix and to multiple servers in a server group.

     

    A:  Patches are a collection of hotfixes and defect fixes and have an installer.  So, you would be able to use an installer to apply the patch which would help remove problems from applying a hotfix manually.  Also BMC BladeLogic Server Automation can help with patch/hotfix installation across multiple servers  -- http://www.bmc.com/it-solutions/bladelogic-server-automation.html

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    Q:  Do you recommend doing the upgrade and then apply hotfixes a few weeks later or do them right after upgrade?

     

    A:  Patches and hotfixes (if available) should be applied after you upgrade.  To ensure you do not run into a problem that is already addressed in a patch or hotfix. See ftp://ftp.bmc.com/pub/ARRecommendedFixes/ for the latest hotfixes. 

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    Q:  Sunset of Atrium Integrator Engine vs. Atrium Integrator. Is the functionality in 9.1 to run AIE jobs or it is discontinued?

     

    A:  If you are going to 9.1 we encourage you to upgrade to the pentaho plugin, but your 8.1 AIE will still work.  During your upgrade to 9.1, AIE will be removed, so you will need to re-install it.  As AIE is an external API to AR Server.  The way we have API's communicating to the AR Server have been changed, but you will still be able to send data to AR server and integrate to the console.  But we will not be taking any defects or providing fixes it will be "as is".  It would be in your best interest to create AI jobs for your current AIE jobs.  There is a conversion utility to convert from AIE to spoon and it is recommended to test in QA environment to confirm the conversion.

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    Q:  We want to replace hotfixes with more frequent releases of patches.  Do we have some overview of what hotfixes are included in what patch?

     

    A:  If you check the documentation, "Release notes and notices" it will tell what patches are available and "Known and corrected issues" will let tell you what is included.  Hotfixes include a list of defects that it addresses.  If a hotfix comes out and then a patch is released you would need to compare the list of defects to confirm a defect is included in the patch. Based on the timing it may not be included in a patch.

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    Q:  In Place upgrade, you still have the old 8.1 files in your filesystem.  Can you delete these files?  How do you know which can be deleted?  Would like a statement from BMC regarding this.

     

    A:  Yes, you can delete the old files if you don’t have any integrations or any other dependencies:

    • Option 1: Delete all files under BMC Software and run installer, it will put latest files on the system just like fresh install and upgrade the database.
    • Option 2: Delete all files under BMC Software\ARSystem\ except conf files so that you can re-use existing configuration
    • Option 3: Fresh install on different server and do file compare to see what doesn’t exist on the fresh install and delete those files.

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    Q:  When provided a hotfix we would like to know the "only" files that need replacing to resolve the issue (e.g. These 3 config files, these 3 jar files, etc.).  As if you apply the hotfix you need to apply "all" the files and this requires full retest.

     

    A:  When a hotfix is created it not only includes files for the specific fix, but the latest code line.  The code line may include other fixes at that point in time.  It would not be possible to provide only the objects changed for individual hotfixes and be able to test/release.

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    Q:  Doing some tests to install 9.1 SP2, we want to upgrade if it can be done in 1-2 days without issues.  Want to know how we can accomplish this?

     

    A:  A lot of focus for SP2 was to improve upgrade experience. The installers run prechecks prior to installing and reports any problems.  Also the installation times have been improved.  These improvements should help you upgrade.

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    Q: Remarks on the documentation.  Sometimes it is very hard to get the right information or documentation to do the installation.  Improvement of the documentation around installation would be great.

     

    A:  Check the 9.1 SP2 documentation as there have been improvements for the upgrade steps.  If you have additional feedback, the documentation team monitors the comments provided and takes action to fix/improve.  Changes for the SP2 documentation was based on customer feedback.

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    Q: Upgrade in Dev 7.6.04 to 9.1 SP2.  Part of the pre-upgrade steps to update overlays to granular overlays.  After the upgrade we found our overlays have been overwritten.  What would be your advice for this?

     

    A:  If you create an overlay using BPCU the base and overlay may have the same object definition, but when conversion to granular you will lose the changes as there is no change between overlay and base.  Make sure base matches OOTB definition before granular overlay conversion

     

    Couple of steps to follow if you are upgrading from 7.6.04 to 9.1.02,

    • First upgrade
    • Restore origin objects , setup the vanilla OOTB 7.6.04 and identify the objects you have customizations and overwrite the base to OOTB
    • Convert overlays to Granular overlays using Developer studio
    • (Optional)Sync objects using Migrator and delete identical objects to overlays. This would save time during 3-way recon and eliminate unnecessary overlays.
    • Capture snapshot using Developer studio
    • Upgrade CMDB/ITSM/SRM/SLM etc.
    • Capture snapshot using Developer studio to compare
    • 3-way recon

     

    If you do not have time to setup 7.6.04 OOTB you can upgrade all the modules to 9.1, then run granular overlay conversion.  You will have to spend time to reconciling overlays.

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    Q: When running the SRM installer, it never ended because some multitenancy process in task manager.  So, we killed in task manager and the installer ended, but in the logs there are warnings that some SRM definitions were not imported.  Why did the multitenancy process not end?  We opened a case with support.  How do import the definitions?

     

    A:  I have seen the multitenancy run for an extended amount of time at several customers.  The reason is they have millions of rows of data and the multitenancy update will take longer.  You need to perform some database tuning to help it do the processing faster. Another option is to answer the customization of multitenancy during upgrade as “Yes”, and it will skip the multitenancy update.  You then can run the multitenancy later manually command line.

     

    See - https://docs.bmc.com/docs/display/public/brid91/Troubleshooting+the+multi-tenancy+update

     

    You shouldn’t kill the installer process as it will not complete other subsequent tasks. That might cause missing definitions or loss of functionality. 

     

    Check Share application properties and see if the SRM is version is set to the version that you are upgrading to. For example, if you are upgrading from 7604 to 9.1, if you see SRM version is 8.1, re-run the installer till you see 9.1. Of course you need to remediate all the DEF import failures.

     

    It is not recommended to run the installer multiple times in production, but should be ok in dev environment.  Understand the problems, so you can run the installer in production one single time.

     

    For missing definitions you can find the differences using migrator against OOB env and then use Developer studio to import the missing definitions.

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    Q: Doing an upgrade of CMDB of an unpatched 8.1 server to 9.1.02 and going to do AR System and CMDB first, then ITSM later.  In the documentation there is a page that talks about denormalizing the CDM.  Is this a necessary step?  As the documentation makes it sound like an option step.

     

    A: Yes, this is necessary.  It isn't denormalizing, but really flattening the CDM to make it faster.  Believe we measured a 40-50% improvement in speed with flattening.  With 9.1.02 it will do it automatically.

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    Q:  BMC Analytics - if we are flattening the CDM will this impact BMC Analytics?

     

    A:  As SQL is issued from external client it will not be impacted by the CDM flattening.

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    Q:  Another documentation point cleaning up normalized CI relationships.  On the relationships, you are changing normalization names of those, we are doing ITSM later, so with the change will it impact ITSM?

     

    A:  ITSM doesn't cares, as the name or impact is normalized, but ITSM only consumes the data. As you are on 8.1.02 a lot of conversion has been done already so should face anything there.

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    Q: We are upgrading from 9.1.00 to 9.1.02 and have an open support case.  Support told us we can upgrade midtier and server to 9.1.02, but not required to upgrade CMDB, ITSM to SP2.  Want to confirm we do not need to upgrade.

     

    A: Midtier side, you would need Java or Tomcat updates if they are on older version, but isn't required. It can be upgraded independently of the Server and applications.  For CMDB it isn't required to upgrade to 9.1.02, but with fixes for NE, RE, and improvements it would be something that you would want to do.

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    Q: Regarding patch installs, will we get a list of files that are patched with the installer or wizard of oz and don't know what files were installed?  Does the installer make Windows registry changes as file backup would not be sufficient?  We would like to know what files are touched as part of a patch and would be helpful for BMC Support too.

     

    A: For the patches we do not do anything with the registry as it is specific to the services. Normally it is only laying down files. There isn't a list of files in a patch compared to a hotfix.  The patch installers can be unzip to see the files that are included.

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    Q: Going forward for patches and service packs, in midtier when I start the services I see a message there is a new version of eh cache available.  So, when you upgrade midtier do you also update eh cache?

     

    A:  Yes, we do upgrade libraries, but library vendors may update them more frequently than we would.  Some libraries that are used more often within midtier have been updated, but other may not be depending on the usage/need.

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    Q: DDM question when upgrading 8.1 to 9.1 for the period of time the upgrade took.  The DDM takes a long time and in a busy production environment this requires multiple DDM jobs to be done to sync up the data. Especially for forms like Incident Management that have a lot of attachments they impact the time it takes. Are there any improvements?

     

    A: The "delta" window is what needs to be considered, as if the upgrade in the staging server was done a long time ago the window is very big.  So, taking another production backup and upgrading can reduce this window.  Recommendation is to have the smallest "delta" window so the final "Go-Live" DDM is done very quickly.  It is something that is being investigated, but there are no changes in SP2.

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    Q: If we can do an "In Place" upgrade, can we do AR System and CMDB, then ITSM later so it is done over several weeks?

     

    A:  Yes, this is definitely supported and has been done by several customers.  The preparation is the key to ensure all planning and validation has been done. Once you have a tested playbook you can then execute this in production and reduce any rollback scenarios.

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    Q: My Question is related to the data sync between the time the 9x servers are built and configured and the go live date:

    Assuming a complete set of AR System, Atrium, ITSM, SRM and SLM applications involved, not to mention a variety of custom apps, can you provide 9x forms/data that should NOT be synced from the 8x environment and/or are there special mapping or qualification considerations that should be taken into account to not overwrite 9x configuration.

     

    A:  The data sync (DDM) should focus on the application transactional data that has changed since the production database backup was taken. Configuration isn't something that would be synced.

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    Q: We are moving from Remedy 8.1 on Windows 2008 to Remedy 9.1 and want to know if 2016 Windows Server is fully supported for that upgrade or do we have to stay on 2012 Windows Server?

     

    A: We Support Windows 2016 by virtue of our "And Higher" wording.   We plan to formally test this and include 2016 in the next Version or SP.  We are not aware of any known issues with 2016 at this point.

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    Q: Will you be discussing upgrade paths, if any, from RemedyForce to an on-premise BMC Remedy ITSM Suite? or does it need to be done from scratch?

     

    A: You can speak with BMC Professional Services or our partner CloudAction to discuss migration options.

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    Q: Did anything change in DSO that would cause it to stop working upon upgrade?

     

    A: None that we are aware of, but this should be something you test and validate prior to cutover.  If you run into a problem, please open up a ticket with Support.

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    Q: If we want to use single sign on, do you have a recommendation that you support or one you recommend. Like Kerberos?

     

    A: Yes, currently we only support RSSO going forward. It supports SAML2 and Kerberos‑. Atrium SSO is only supported up to 9.0 and for TrueSight authentication.

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    Q: We are moving from Remedy 8.1 on Windows 2008 to Remedy 9.1 and want to know if 2016 Windows Server is fully supported for that upgrade or do we have to stay on 2012 Windows Server?

     

    A: We Support Windows 2016 by virtue of our "And Higher" wording.   We plan to formally test this and include 2016 in the next Version or SP.  We are not aware of any known issues with 2016 at this point.

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    Q: Is there addition help or resources around upgrade related to SmartIT and Smart Reporting

     

    A: With regard to Smart IT, please refer to this link: https://docs.bmc.com/docs/display/public/smartit15/Upgrading  and for SmartIT Reporting: https://docs.bmc.com/docs/display/brid91/Performing+the+BMC+Remedy+Smart+Reporting+upgrade

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    Q: We have a customer that has an ITSM 8.1.2 installation with ASSO 9 integration.

    When upgrading to ITSM 9.x how should the upgrade to RSSO 9 take place?

    Could it be done before ITSM upgrade or after it? Thanks.

     

    A: Yes, you would disable the ASSO Agents, upgrade ITSM first and then move to RSSO.

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    Q: Can we perform any changes to the Workflows/forms in staging env while DDM is running?

     

    A: We don't recommend workflow changes during DDM, It would impact the DDM performance and you may see time out issues and DDM needs to keep retry.

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    Q: Are there plans to support EWS (Exchange Web Services) in future versions of the Email Engine? (Or to support the IMAP feature where the mailbox owner can be different from the login user?)

     

    A: In general, BMC intends to support commonly used new technologies. Whenever new 3rd-party technology becomes available, we monitor demand for this. There is already an idea in the BMC Communities for this: https://communities.bmc.com/ideas/15367. Please register your demand for this enhancement by voting up the idea. We will use this idea to communicate specific plans for this enhancement as part of our roadmap

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    Q: My current version is 7.6.04. We are going to upgrade to 9.1.02. We plan to run DDM for data migration. However, the previous developers messed up with overlay - they used base development to customize the forms instead of using best practice (overlay).

     

    A: If you have customizations in Base layer, they may be lost during upgrade, Hence you need to bring them to overlay layer as overlay or custom, then upgrade. DDM will not impact if you might have left your changes in base layer. You need to build custom package for DDM data migration

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    Q: Can I run BPCU on 7.6.04 and then upgrade to 9.102?

     

    A: You can use BPCU to convert customizations from Base to Overlay.  If they are custom forms (not customizations of OOB objects) you can use an option in the 9.1 Dev Studio to convert Base to Custom.  ‑You shouldn't run BPCU if you are already on 7604 or higher version. You may run in Report mode for analysis but never run to create overlays to fix some gaps.  Also check KA#97520

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    Q: Do I have to run through BPCU on 7.6.04->8.1.02->9.1.02 step by step?

     

    A: Typically, 7604 would already have customizations converted to overlays.  If not, then that does need to be done before upgrading to 9.1.02.   But then you can upgrade directly to 9.1.02 and skip 8.1.02

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    Q: We are on Remedy ITSM 7.0 and planning to upgrade to 9.x. Would it be required to upgrade from 7 to 8 to 9, or can we upgrade from 7 to 9?

     

    A: You need to upgrade from 7.0 to 7604/8.1 then upgrade to 9.1. Review the ITSM Deployment portal for upgrading -  https://docs.bmc.com/docs/display/brid91/Upgrading  As the functionality of ITSM 7.0 is different from 9.1.02 an option could be to set a new ITSM 9.1.02 environment, configuring ITSM Foundation information and migrate or recreate any open records and then use the new ITSM 9.1.02 environment.  You can freeze changes on the old ITSM 7.0 environment, but still use for reference information.  Please submit AMIGO support ticket to discuss the road map for the upgrade.

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    Q: is Remedy 9.x considering to support CMDB and Pentaho integration for automation of asset data?

     

    A: Remedy 9 supports CMDB and various modules to load data (Atrium Integration, Data Management, APIs, …). Asset data can be automated. If there is a specific use case that you don’t see covered, please describe it as idea in the BMC Communities.

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    Q: Currently planning an upgrade of a 8.x environment to 9.1.2.  We are also leveraging the ARDB LDAP plugin to help with the on-boarding and off-boarding of users in the Remedy.  Want to know if the C plugin would still be available in 9.x?

     

    A:  The C Plugin still works.  9.x ships with the Java LDAP plugins but you should be able to use the C plugins if needed.

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    Q: We are on unsupported version 7.6.03(Unix-Oracle)  and wanted to discuss options of upgrading to 9.1(Windows-SQL? should we upgrade or have fresh new installation of 9.1?

     

    A: You can go upgrade path but you need to upgrade from 7603 to 8.1 and then 8.1 to 9.1‑.  You can also consider fresh OOTB 9.1.02, migrate data (DDM) and go live. Please submit a support ticket to discuss various options and we can assist you reviewing project plan.

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    Q: Can we upgrade from 7.6.04 – 9.1 directly, any guidelines from you in place upgrade OR Install a fresh 9.1 version and migrate all customization. We have AIF is there are any changes in SRM 9.1 which will bring limitation while migrating AIF from 7.6.04

     

    A: Service Request Management (SRM) Advanced Interface Forms (AIF), are a customization.  If they were created in 7.6.04, they will need to be updated after upgrading to 9.1.02.  Review the documentation - https://docs.bmc.com/docs/display/brid91/Reconciling+custom+AIF+workflows

     

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    Q: Hi all, is SLM 9.1.02 compatible with BPPM 9.6?

     

    A:  SLM is not specifically listed on the compatibility matrix, but ITSM is listed.  If SLM is used to create Service Targets against Incident Management records that BPPM integration creates it would be compatible.  As the Service Target is against the Incident Management record which is supported and not dependent on the "source" of how the record was created.  Here is the link to the compatibility matrix - https://customerapps.bmc.com/spac/o/welcome.html

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    Q: Do you plan on changing the installers so that they install only what is needed? For example, we are on 9.1.00 and we want to install SP2 for 9.1. This will take like a day for all components because the installer goes through everything as if this is a new installation.  Can't you set up the installer so that it installs only the updated files and DB objects, the same way patches are installed?

     

    A: The service pack releases are considered full products and will install everything - patches are incremental and only update changed files.  Going from 9.1.00 to 9.1.02 should not take much time and there were many improvements in 9.1.02 around installation.

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    Q: Is there a live demo of ITSM 9 or the HR Case Management products? Or any demo I can view online?

     

    A: With regard to HRCM, please refer to this Demo: https://www.youtube.com/watch?v=rU5X0vaCWz0 and for ITSM 9 https://www.youtube.com/watch?v=miUl525wYyU

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    Q: For highly customized ITSM 7.6.04 Environments, do you recommend Upgrade or Migration (Install new fresh ARS/ITSM)?

     

    A: You can go with upgrade, we have Granular overlay conversion utility that would minimize the overlays and reduce recon effort. Upgrade AR to 91, convert overlays to GO, Capture snapshot and upgrade rest of the modules. Use Dev studio for 3way reconciliation

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    Q: Do you have an "overlay" check tool - I mean a tool that checks if all customizations are implemented correctly in the correct mode and would show possible conflicts when running an upgrade? thanks.

     

    A: There is no tool to find incorrect customizations. You need to use Migrator to compare the objects and need find.

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    Q: I haven't seen anything about outbound rest calls from remedy to systems with a Rest interface. I've seen some references to using a script, but nothing about any official support - is this something that I missed, or is it planned for future release?

     

    A: So far it is not in the scope of the product, however we have published some examples on how to perform REST API Calls once CORS problem is resolved using JavaScript hosted on Midtier ‑. This is the KB we've published and there are some ideas on how to remove the CORS restrictions.   https://selfservice.bmc.com/casemgmt/sc_KnowledgeArticle?sfdcid=000129562

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    Q: How can we detect objects that have been created in Base development?

     

    A: You can view only Base Objects and look at the Modify Time.  Another way to do it would be Diff Report in Migrator against a reference server

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    Q: Any update regarding zero down time upgrade support for ITSM?

     

    A: Zero-downtime for Remedy AR System server has been delivered.  No update about support for ITSM applications at this time. There is an idea in the BMC Communities (https://communities.bmc.com/ideas/1421 ), which we will use to communicate specific plans for this enhancement as part of the roadmap.

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    Q: can we upgrade in place from AR system 7.6.0.4 SP 5 and ITSM 7.6.0.4 sp 4 or would it be better to stand up a completely new set of servers and then migrate all customizations and data

     

    A: You can upgrade from 7604 SP5 to 9102. Back up DB and file system and test in QA before going to production‑. There may be issues with data duplication or data quality over all. This would cause an issue with converting the data with ITSM 8.1 Phase 3

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    Q: Has EMC Recoverpoint been tested and approved for use with BMC Remedy?

     

    A: No, but there is a lot of storage technology that works perfectly well with BMC Remedy, even though we haven’t tested it, because primarily care about the underlying database technology. See statement about “unconfirmed” configurations in the AR System compatibility document (pdf) about how we handle these technologies from a support perspective.

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    Q: Is it possible to upgrade Smart Reports and MyIT without upgrading ARS or ITSM? We are currently running 9.0.01

     

    A: You need to upgrade AR Server as well for compatibility.

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    Q: Can we do integrations with 3rd party tools using REST API directly from Remedy 9.x?

     

    A: Currently BMC Remedy AR server does not have that feature, but we've published a kb on how to use JavaScript to make a REST API call once CORS restrictions have been taken care, the kb can be found here  https://selfservice.bmc.com/casemgmt/sc_KnowledgeArticle?sfdcid=000129562

     

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    Q: When we upgrade to 9.1 we getting error" You cannot install or upgrade BMC

    Atrium CMDB because the installer has detected that previous installation failed or currently running".

    Please let me know what to check

     

    A: There is a record we add to Share:Application_Pending that is tied to the application id. You will need to remove only that record that shows the value of "Failed"

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    Q: What version of MSSQL server is support on version 9?

     

    A: 9.1 support SQL 2008 and later, 9.1 SP2 added explicit support for SQL 2016

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    Q: How is the step where we adjust the customizations and assign the appropriate overlay type related to the step "Reconcile AR customizations", which has to be performed after we upgrade the applications?

     

    A:  The first part is creating or converting to granular overlays. This just converts the overlay from being a complete overwrite to an additive overlay.  So only your changes are added to the new base objects that will come in with the upgrade.  That means you get to keep both the new changes from the installer as well as your additive customizations.   Once the apps are installed, you can then see if any of your customizations don’t cohabitate well with the changes brought in by the upgrade;  and modify them as needed using the 3-way reconciliation tool in Dev Studio

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    Q: We are implementing some CMDB custom classes. For network devices we're using as suggested on best practice BMC the classic Computer System class adding some custom attributes. For upgrade to next ITSM version is better create a custom class or OOTB?

     

    A: Good question. Our CMDB OOB classes have everything covered that is aligned with the ITIL3 "standard".  If you think something is missing you can create a new IDEA in communities.

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    Q: Does BMC support or endorse  using migration tools like from Alderstone to use?

     

    A: You can use any tool for migrating data but BMC only supports DDM tool for data migration‑ if you have any issues with data.

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    Q: if we upgrade from 7.6.04 to 8.1 can we change platforms in between from UNIX to windows and from oracle to SQL?

     

    A: You can easily change from Unix to Windows.   AR Server is platform agnostic.   You simply install on the new OS against the existing Database.  Changing Database platforms is a different story.  There is no Remedy Tool to do the conversion.  You could potentially use Migrator to migrate all the objects and Data from the existing Oracle environment to a new SQL Server environment.  But Migrator was not design for huge data transfers.   You might end up using Database Tools.  Both Oracle and Microsoft has tools that do this.  But your DBA would need to own this and you would need to so ample testing to ensure it completed smoothly.  Some things to look out for are CLOB datatypes. Oracle and SQL Server break from varchar to CLOBs at different points.  If the Form thinks it is a CLOB, then it needs to be a CLOB.  An example of a potential problem is when you have a 5000 character CLOB field in Oracle.  Remedy on SQL Serer would think that 5000 is a Varchar.   There a re potentially other issues that you will have to work out.

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    Q: What kind of performance improvement can we expect going from 8.1 to 9.1? 2x faster?

     

    A: There is a 9.1 benchmark whitepaper here which details the expected performance  https://docs.bmc.com/docs/display/public/brid91/BMC+Remedy+ITSM+Suite+Solution+Performance+Benchmarks

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    Q: Some folks have asked so I have my basic answer 7.6.04 to 9.1, looks like it can be done in place.  Ours is a simple environment  ARS only (No ITSM) AR server and midtier on one server.  Concerned with SSO and webservices integrations.  Any other caveats to an in place 7.6.04 to 9.1 upgrade on ARS only I need to be concerned with?  No ITSM, all custom apps, I'm not worried about the apps, I can fix those. Just looking for guidance on the proper upgrade path and how to ensure SSO and webservices integrations remain functional

     

    A:  You can upgrade In Place, but should be done within Dev environment to confirm your integrations and applications are working properly.  You can capture any problems, changes, etc. and use this as your "playbook" for the production upgrade.

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    Q: Since we don't know exactly which objects were created in Base Development we are afraid some will be lost during the upgrade from 7.6.04 to 9.1. We are trying to figure out how to track them down before the upgrade, and how to restore the lost ones.

     

    A: OK. So for the ITSM customizations the BPCU (best practice conversion utility) will do that for you. The listed KA 97520 does cover the detail for BPCU and when to use it.

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    Q: We are going to upgrade ARS 7.6.04 to 9.1.2 version. We would like use the silent install mode. Is it supported?

     

    A: Yes, the installer can be run in an unattended mode - please see https://docs.bmc.com/docs/display/public/brid91/Running+the+installer+in+silent+mode

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    Q: We upgraded our ITSM 8.1 (vanilla version) to 9.1.02, When we did the SLM upgrade we got a SEVERE ERROR = “Failed to extract icudt32.dll, The process cannot access the file because it is being used by another process.”

    So we manually extracted and copied the file as per the location details from the error message, since it’s seems to be for 32 bit OS and we are using 64 bit we should just probably just ignored it. My question is what is this icudt32.dll, Did we do the right thing of just manually copying it or just ignore it? 

     

    A: You did the right thing. 64bit OS is capable of running 32 bit DLL's and that one is for unicode support. ‑

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    Q: I am getting java null error - ("not user friendly" ) when I tried to do a snapshot compare.  Is there any way to make the try-catch-error be more intuitive or maybe I am missing something on where I can set the loggings for compare snapshot?

     

    A: You might be running into a Heap size issue.  You can try increasing the size from the devstudio.ini file.  But you are right.  We try to throw useful errors when possible so this is something that we have not cleaned up yet so we simply throw the Java err.

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    Q: Are there any issues with running 9.1.2 on CentOS?

     

    A: I am not aware of any specific issues - with SP2 CentOS is fully supported

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    Q: As 9.1.2 is a pure Java.  Will the tried and true C-plugins still be available?

     

    A: Yes, the C plugin server is still supported and ships with the product

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    Q: The KB on AMIGO specifies it is for ITSM upgrades.  Will they assist with ARS only upgrades as well?

     

    A: Yes, the AMIGO program is specific to ITSM upgrades.  It does not apply to AR Server only upgrades.  You can always submit a ticket to Support with any specific question you might have.

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    Q: We are on ARS & ITSM 8.1.01; Can we upgrade ARS to 9.x without upgrading ITSM? In other words, can we run ITSM 8.1.01 on the ARS 9.x platform?

     

    A: The platform can be upgraded but you must also upgrade the Atrium components.  There may be a compatibility patch required for the older version of ITSM, please open a support case for specific details

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    Q: Is it possible to do in-place upgrade from 8.1.02.002 directly to 9.1.2?

     

    A: Yes, there is no requirement to install 9.1.00 first and 9.1.02 is a full installer.

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    Q: We have a Excel based app that is working in 7.6.04 which pulls the data using AR System ODBC Driver. Will this work fine post our 9.1 upgrade where the AR System ODBC Driver still available/supported to pull data into excel?

     

    A: The ODBC driver is part of the User Tool which is no longer shipped.  The 7.6.04 ODBC driver will be able to connect to a 9.1 server. One thing to be aware of is that the ODBC driver is only 32 bit and will not work with a 64 bit version of Excel

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    Q: Hi, does embedded macros in workflow (working in current version 7.6.04) will work in 9.x?

     

    A: If you are asking about macros that are run by the User Tool client then yes, they should continue to work with a 9.1 server

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    Q: We have some integrations that uses java api v7.6.04. Are java api  v7.6.04 still supported with ARS 9.1.2?

     

    A: We haven't seen any deprecated API particularly, but in order to have a full answer I'd recommend downloading the java apis for your 9.102 and check for any deprecated classes or methods https://www.rrr.se/cgi/index?pg=arapi&bmcdn

     

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    Q: Hi, we've java custom application that using 7.6.04 jar file. After upgrade to ITSM 9.1.02, we can still use 7.6.04 jar file?

     

    A: Yes, your API integration should continue to work against a 9.1 server.  Later versions of the server retain support for earlier API releases

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    Q: Sorry, forgot to ask while my line was open... With regard to the normalization of relationship names, does the 9.1.02 CMDB installer automatically do that, or is it a manual step?

     

    A: Relationship names would be only changed during a normalization job https://docs.bmc.com/docs/display/public/brid91/Cleaning+up+normalized+CI+relationships

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    Q: Are there any identified forms that cannot be overlaid in 9.1. Something that we found in 8.1 was we were unable to apply an overlay to the AR System Email Messages without the email engine stopping, this was because adding the __o caused the error.

     

    A: In 9.1, all forms should support being overlaid. If you encounter a problem please open a support case to help investigate.

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    Q: Would it be possible to upgrade AR Server to 9.1.02 from a fully customized 7.6.04, whose ITSM components looks nothing like the original application, without losing any of our current functionality? ITSM components will not be upgraded.

     

    A:  The AR Server can be upgraded to 9.1.02, leaving the other components unchanged, but you need to test and validate all functionality is working as expected.  There could be bug fixes or changed functionality in AR Server 9.1.02 that impacts the functionality of your customized ITSM application.

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    Q: Are we required to upgrade from Tomcat 7 if we upgrade to ARS and ITSM 9.x? Also, what version of Tomcat is supported in 9.X?

     

    A: Midtier 9x requires Tomcat 7x as a minimum version, so would require upgrade with 9.x.

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    Q: We are Planning to upgrade from 8.1.02 to 9.1.02: If we enable smart reporting, do i need to re-import the AR/Web reports or rebuild them?

     

    A: SmartReporting is a new addition in 9.x and separate to the existing reporting options - your current reports will continue to be available as AR/Web reports.

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    Q: We have upgraded our dev server from 7604 to 8101 to 9.1...we plan to add a secondary server to this environment, can we go ahead and install 9.1 directly (but give details of existing schema and select secondary option)? or do we need to set up 7604 secondary and upgrade to 8101 and then to 9.1(even though primary is now 9.1 already)?

     

    A: You should install 9.1 directly on the new server.  There is no requirement to install the older versions first.

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    Q: Can I upgrade 9.1 with 9.2 sp2?

     

    A: Yes, you can upgrade from 9.1 to 9.1 SP2

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    Q: Regarding the macros (.rep, .arm, .arq files) we are talking about arimportcmd (in a batch file) that process data in server side to Arserver. This were made in v.7.1 (works well in 7.6.04) will works in 9.x?

     

    A: Yes, the 9.1 server should run the same workflow.  Some of the supporting commands have changed - arimportcmd for example is now a Java program - but you can continue to use the earlier binaries or adapt your workflow to use the new versions

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    Q: We are currently on version 7 and due to the whole UI changes and functionalities, would it be acceptable to install v9 directly on the test server?

     

    A: Yes.

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    Q: Hello, in next release what will happens to Atrium Explorer?  Still Flex technology?

     

    A: We are planning to replace that technology as part of the roadmap (see https://communities.bmc.com/ideas/11731), but we can’t share specific plans at this time.

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