BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

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1 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines White Paper Supporting BMC Remedy Action Request System BMC Remedy IT Service Management Suite SP1 May

2 Contacting BMC Software You can access the BMC Software website at From this website, you can obtain information about the company, its products, corporate offices, special events, and career opportunities. United States and Canada Address BMC SOFTWARE INC 2101 CITYWEST BLVD HOUSTON TX USA Outside United States and Canada Telephone or Telephone (01) Fax (01) Fax Copyright 2011 BMC Software, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. IT Infrastructure Library is a registered trademark of the Office of Government Commerce and is used here by BMC Software, Inc., under license from and with the permission of OGC. ITIL is a registered trademark, and a registered community trademark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office, and is used here by BMC Software, Inc., under license from and with the permission of OGC. Linux is the registered trademark of Linus Torvalds. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. UNIX is the registered trademark of The Open Group in the US and other countries. The information included in this documentation is the proprietary and confidential information of BMC Software, Inc., its affiliates, or licensors. Your use of this information is subject to the terms and conditions of the applicable End User License agreement for the product and to the proprietary and restricted rights notices included in the product documentation. Restricted rights legend U.S. Government Restricted Rights to Computer Software. UNPUBLISHED -- RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section , DFARS , DFARS , DFARS , and DFARS , as amended from time to time. Contractor/Manufacturer is BMC SOFTWARE INC, 2101 CITYWEST BLVD, HOUSTON TX , USA. Any contract notices should be sent to this address. Customer support You can obtain technical support by using the BMC Software Customer Support website or by contacting Customer Support by telephone or . To expedite your inquiry, see Before contacting BMC.

3 Support website You can obtain technical support from BMC 24 hours a day, 7 days a week at From this website, you can read overviews about support services and programs that BMC offers find the most current information about BMC products search a database for issues similar to yours and possible solutions order or download product documentation download products and maintenance report an issue or ask a question subscribe to receive proactive alerts when new product notices are released find worldwide BMC support center locations and contact information, including addresses, fax numbers, and telephone numbers Support by telephone or In the United States and Canada, if you need technical support and do not have access to the web, call or send an message to customer_support@bmc.com. (In the subject line, enter SupID:<yourSupportContractID>, such as SupID:12345). Outside the United States and Canada, contact your local support center for assistance. Before contacting BMC Have the following information available so that Customer Support can begin working on your issue immediately: product information product name product version (release number) license number and password (trial or permanent) operating system and environment information machine type operating system type, version, and service pack or other maintenance level such as PUT or PTF system hardware configuration serial numbers related software (database, application, and communication) including type, version, and service pack or maintenance level sequence of events leading to the issue commands and options that you used messages received (and the time and date that you received them) product error messages messages from the operating system, such as file system full messages from related software 3

4 4 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

5 Contents Chapter 1 Upgrade Process 7 Upgrade process overview Overview of upgrade stages Upgrade flow Servers used in the upgrade process Upgrade Procedures Stage 1 - Upgrade AR System server Stage 2 - Create overlays Stage 3 - Acquire origin objects Stage 4 -Restore origin objects to the staging server Stage 5 - Minimize overlays Stage 6- Upgrade applications and adjust customizations Stage 7 - Promote staging server to production What to do next? Appendix A Fixing non-permitted modifications 31 Fixing non-permitted changes for objects that include o in an object name Fixing non-permitted modifications for forms Fixing non-permitted modifications for fields Appendix B Overlay hash files 37 Hash files for BMC products Hash file information for BMC integrations Obtaining the hash files for analyzing and converting customizations Appendix C Comparing overlays to overlaid objects on the same server 41 Setting Migrator difference mask options Comparing staging server objects Appendix D Best Practice Conversion Utility 45 Configuring your system for BPCU Using BPCU to generate difference reports Using BPCU to generate overlays for modified legacy objects Difference reports overview BPCU log information Contents 5

6 Appendix E Viewing details of differences between objects 57 Appendix F Setting Migrator Configuration Options 59 Appendix G System objects that might be overwritten during upgrade 61 6 Book Title

7 Chapter 1 Upgrade Process 1 The BMC Remedy Action Request (AR System) release includes the new overlays feature that helps preserve customizations across application upgrades. If you have already customized objects from a BMC application, you can convert your customizations into overlays and custom objects by using the new BMC-provided Best Practice Conversion Utility (BPCU). For information on the BPCU, see Best Practice Conversion Utility on page 45. The following are important terms to know going forward. Origin object: An original unmodified object that is included with a released BMC software product. Overlaid object: An origin object that has an overlay associated with it. Overlay object: A customized version of an origin object that is used in place of the origin object. In this case, the origin object becomes and overlaid object. Custom object: A customer created object that is not distributed by BMC. For information about preserving customizations with overlays and custom objects in version , see the Form and Application Objects Guide, Customizing objects, page 119. Upgrade process overview Many customers upgrading to have made customizations to their BMC applications that they want to preserve during the upgrade to the AR System and to BMC applications. The process described in this document saves those changes by making use of the new overlay feature. Upgrade Process 7

8 Overview of upgrade stages Moving customizations into overlays is a one-time process. Upgrades to future releases of AR System and its applications will not require moving changes into overlays again, because all customizations to BMC system objects will be done only by creating overlays. Using the overlays is not required, but is now BMC recommended best practice for upgrade methodology. The following are important items to note about the upgrade process: You are not required to use the overlay method. However, if you do not use the overlay method, you will need to save and reapply all customizations for every application patch installation or upgrade. You are not required to perform all of the stages of the upgrade process described within this document. All the stages do not need to be completed before you can have a stable system. At the completion of each state, you will have a usable system. To minimize downtime, the best practice process involves performing the upgrade on staging server, and then the staging server eventually becomes a new production server. BM NOTE The process described in this document makes use of the BPCU and the BMC Remedy Migrator tool. If you are very familiar with your application, you can choose to use the BMC Remedy Developer Studio to accomplish the same tasks. Overview of upgrade stages The upgrade process described in this document contains the following seven stages: Stage 1 - Upgrade AR System server Stage 2 - Create overlays Stage 3 - Acquire origin objects Stage 4 - Restore origin objects on the staging server Stage 5 - Minimize overlays Stage 6 - Upgrade applications and adjust customizations Stage 7 - Promote the staging server to production The following are important items to note about this process: 8 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

9 Overview of upgrade stages Stages 1-6 of the upgrade process must be completed in order, but they do not have to be completed at the same time. At the end of each stage you have a usable platform and application suite. To save time, stage 4 can be skipped in this process, allowing you to proceed directly from state 3 to stage 5. However, There is no requirement that all stages be completed, but each stage provides some benefits and foregoing any stage means you cannot take advantage of those benefits the next time you upgrade applications. You can safely proceed to stage 6 after completing any other stages. If you have no customizations on your system, there is no need to perform upgrade stages 2-6. Stage 1 - Upgrade AR System server In stage 1, the AR System server is upgraded to SP1. This stage must be performed before you can upgrade to newer versions of any BMC applications or other platform components. After completing stage 1 you can upgrade and run your applications, or install new applications. The application installer is able to preserve some but not all customizations that might have been made to your application. Save customizations before upgrading. You should reapply them afterward. Stage 2- Create overlays In stage 2, you create overlays to preserve your existing customizations. This must be done before any of the other BMC applications or components are upgraded to a version later than v The application installers for releases later than v are designed with the assumption that all customizations are captured in overlays. The installers for these releases will replace origin objects without attempting to preserve any changes that might have been made to those objects. If you upgrade to those versions of applications without completing this stage, you will need to reapply all of your customizations after upgrading, including additional custom fields and their data. After completing stage 2, all customizations are captured in overlays and custom objects. This includes AR System customizations as well as all other applications and components. Upgrade Process 9

10 Overview of upgrade stages Stage 3 - Acquire origin objects In stage 3, you acquire unmodified origin objects onto a reference server. The origin objects are used to compare with your overlay objects. After completing stage 3, you can compare the overlays on your staging server to unmodified origin objects on the reference server. This allows you to see exactly what has changed in any object. Stage 4 - Restore origin objects on staging server In stage 4, you move the origin objects from your reference server to your staging server. After you have performed the procedures in this stage, you can run either the unmodified version of the application using only origin objects, or your customized version that uses overlays in place of overlaid origin objects. After completing stage 4, you have acquired copies of all of your origin objects in their original state. This does not affect any overlays that you created. Stage 5 - Minimize overlays In stage 5, you minimize the number of overlays on your system. This reduces the analysis required on subsequent application upgrades or patch installations. When an overlaid object is modified during an upgrade, you should see if new functionality has been introduced that should be added to the overlay. After completing stage 5, you have removed any unnecessary overlays on your system. Stage 6- Upgrade applications and adjust customizations In stage 6, you upgrade all of your applications and AR System components to version Your previous customizations are preserved by making use of the overlays and custom objects that were created in previous stages. After completing stage 6, you have upgraded your remaining AR System components and your applications. Any overlays whose origin objects were modified during the upgrade process have been identified. 10 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

11 Overview of upgrade stages Stage 7 - Promote staging server to production In stage 7, you copy all modified data on your current production system to the staging server, and then promote the staging server to be the new production server. After completing stage 7, your staging server is running as your fully-upgraded production server. Upgrade Process 11

12 Upgrade flow Upgrade flow The following flowchart provides a brief overview of each of the main upgrade stages 12 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

13 Servers used in the upgrade process a copy In the upgrade process, you can safely proceed directly to stage 6 after completing any of the preceding stages. Servers used in the upgrade process This process allows you to upgrade your application and create overlays or otherwise address pre-existing customizations to your AR Server objects while your production server remains available to users. The following diagram shows the set of servers that might be required to perform the upgrade. Completing all seven stages that are described in this section also requires a reference server and might require another server to host upgraded applications, referred to as the upgrade comparison server. These additional servers do not have to be production quality, but must have compatible software and a compatible database in order to hold referenced copies of the BMC software and database objects. BM NOTE The process described in this document makes use of the BPCU and the BMC Remedy Migrator tool. If you are very familiar with your application, you can choose to use the BMC Remedy Developer Studio to accomplish the same tasks. These reference server and upgrade comparison server are temporary servers used for the upgrade and are not needed after the entire upgrade process is complete. Upgrade Process 13

14 Upgrade Procedures Upgrade Procedures This section provides the detailed steps within each of the seven stages to perform the upgrade. NOTE BMC recommends that you back up your staging server database before performing each stage of the upgrade process. BMC also recommends that you run a database consistency check after each stage. See Using the -checkdb option in the Optimizing and Troubleshooting Guide. This figure represents the initial state of an application to be upgraded. It is used to represent change to the application as you move through the upgrade stages in the following sections. Stage 1 - Upgrade AR System server Performing the steps in this stage produces an upgraded AR System server with your current applications and data. This enables you to upgrade the other applications and AR System components in subsequent stages. This figure shows the components that are upgraded in stage 1 14 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

15 Stage 1 - Upgrade AR System server To upgrade the AR System server 1 Create a copy of your production server onto a new staging server (StagingServer). The upgrade will be performed on the staging server. Set up the StagingServer with the following product and application versions or later (depending upon what is installed on your production server): AR System patch 007 BMC Atrium patch 004 ITSM patch 009 Use one of the following methods: Copy the database manually and install an AR System server configured to use the copy. Use the BMC Remedy Migrator application to copy objects from the Production server to StagingServer. Upgrade Process 15

16 Stage 1 - Upgrade AR System server NOTE Steps later on in the upgrade process require you to use the BMC Remedy Migrator tool. Caching of the server objects can take several hours, so BMC recommends that you start the server caching process right now, to save time later on in this process. A. Using the AR System Administration Console, apply a Migrator license if one is not already present. B. Open the BMC Remedy Migrator application. C. Select File > New Server Window. D. Click the Accounts button. E. Click the Add button and add your staging server. F. Highlight the that new account and click OK. G. Enter the user name and password for that account and click OK. Leave the Migrator application running in the background as it caches all the objects on StagingServer. 2 If you have modified any system forms, export them to a.def file so that your changes can be migrated onto the upgraded forms. See Obtaining the hash files for analyzing and converting customizations on page 40, for a list of system forms. Specify the option to export the related objects. 3 Use the AR System installer to perform the upgrade for the AR System server on StagingServer to version service pack 1. NOTE At this point, do not upgrade other AR System components such as BMC Remedy Approval Server, BMC Remedy Assignment Engine, and so on. 4 Restore any customizations to the system forms that may have been removed by the server upgrade process. On StagingServer, restore customizations that you made to the system forms as follows: 16 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

17 Stage 2 - Create overlays A Use BMC Remedy Migrator to compare the system forms on StagingServer to those in the.def file that you created in step 2. B Using the information obtained from sub-step A, use BMC Remedy Developer Studio or BMC Remedy Migrator to restore any customizations that were overwritten during the AR System server upgrade. Stage 2 - Create overlays Performing the steps in stage 2 copies your existing customizations into overlays and custom objects, allowing them to be preserved for future upgrades. This includes both AR System server customizations as well as all other applications and components.s. This figure shows how the BPCU is used to create overlays and custom objects from your existing objects. If you customized workflow by copying and disabling an application object, you need to run BPCU twice as shown above. Otherwise, you only need to run it once. In the figure, object 1 is a customized version of workflow object 2, so object 1 is converted into an overlay of object 2. Because object 3 is a modified application object, object 7 (a new object), is created as an overlay of object 3. Object 6, which was created in the production environment is converted into a custom object. The upper plane in the figure shows the overlay group, which contains overlays, custom objects and origin objects that have not been overlaid. The lower plane shows the base group, which contains only origin objects. To create overlays 1 Before upgrading applications or creating overlays, you need to find out what objects have been modified. In particular, you need to determine which objects have been modified in ways that are not permitted in overlays. For any such objects, this can prevent an application upgrade from succeeding, if the upgrade affects that object. The following allows you to determine such modifications, and to make the necessary corrections before upgrading any applications. To see the changed objects, run the BPCU to compare objects on StagingServer with those in the overlay hash file, and generate a BPCU difference report, as shown in the following example: Upgrade Process 17

18 Stage 2 - Create overlays bpcu -x localhost -t serverport -u Demo -p DemoPassword" -m D -f hashfilelocation\overlayhashfile.xml BPCU also generates some migrator.xml instruction files that will be used in stage 3 of the upgrade process. See Viewing details of differences between objects on page 57. To obtain the BPCU and the hash file, see Obtaining the hash files for analyzing and converting customizations on page 40. To set up the BPCU, see Configuring your system for BPCU on page 47. To generate a difference report, see Using BPCU to generate difference reports on page 48. The BPCU difference report displays a list of the extensions and customizations in your setup and indicates whether they are permitted or non-permitted. 2 Resolve any modifications that can prevent the creation of overlays or the successful upgrade of applications. You only need to do this if the BPCU difference report shows non-permitted customizations. If needed, perform the following: A Install a reference server that is the same version as your AR System server, and install copies of all applications that are running on your product server. The installed applications should be of the same version as the applications on your production server. The reference server will have only unmodified origin objects from the BMC released software, with no customizations. B From ReferenceServer and StagingServer, create a.migrator file that contains only the objects with non-permitted customizations. For details on creating and comparing the.migrator files, See Viewing details of differences between objects on page 57 C For each object that contains a non-permitted modification, perform the appropriate corrective action. For specific details on how to make these modifications, see Fixing non-permitted modifications on page BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

19 Stage 2 - Create overlays 3 After fixing non-permitted modifications, delete your difference report and generate another difference report with BPCU to ensure that there are no more non-permitted modifications. These corrective actions either allow BPCU to preserve an object as a custom object that does not conflict with a BMC application object, or allow BPCU to create an overlay from the object. 4 You can create overlays or custom objects from your customizations, so that they will be preserved across an application upgrade. To do this, you need to run the BPCU to create overlays and custom objects. In some cases, BMC application objects might have been copied and disabled, with modifications made to the enabled copy. Generally, such copies have names that are the original object name with a well known prefix or suffix. In other cases, BMC application objects might have been modified directly or there may be a mixture of these methodologies. If at least some of your customizations are in copies of origin objects with names which have well known prefixes or suffixes, perform the following steps: A B C For each object, if its name contains both a prefix and a suffix, remove one or the other. Otherwise, the BPCU does not convert the object. If you created copies of origin objects but did not use prefixes or suffixes to identify them, rename those copies to include either a prefix or a suffix. Run BPCU in Overlay mode, with the -P and -S options. bpcu -x localhost -t serverport -u Demo -p "DemoPassword" -m o -f "hashfilelocation\overlayhashfile.xml" -P "prefix1,prefix2,..." -S "suffix1,suffix2,..." See Using BPCU to generate overlays for modified legacy objects on page 50. BPCU makes the following changes to active links, filters and escalations: If the origin object is enabled, BPCU marks the copy as a custom object. If the origin object is disabled, BPCU converts the copy into an overlay of the origin object. The -P and -S switches allow BPCU to convert active links, filters, and escalations into overlays when they are copies of disabled origin objects. Upgrade Process 19

20 Stage 3 - Acquire origin objects D Run the BPCU in Overlay mode again, without the -P or -S option, as follows: bpcu -x localhost -t serverport -u Demo -p "DemoPassword" -m o -f "hashfilelocation\overlayhashfile.xml" BPCU generates overlays for directly changed origin objects. If your customizations are only in modified origin objects that have not been copied and renamed, perform the following steps: Run BPCU in Overlay mode without the -P or -S option, as follows: bpcu -x localhost -t serverport -u Demo -p DemoPassword" -m o -f hashfilelocation\overlayhashfile.xml BPCU generates overlays for the modified objects and converts any user-created objects to custom objects. Stage 3 - Acquire origin objects In stage 3 you acquire unmodified origin objects. After this done, you will be able to compare the overlays on your server to unmodified origin objects, allowing you to see exactly what has changed in any object. It is recommended to perform stage 3 for the following reasons: When you upgrade an application, its origin objects are modified. To understand the effects of these modifications, you need to compare origin objects from the original application with origin objects from the upgraded application. Similarly, to understand the modifications captured in your overlays, you will need to compare them with origin objects from the original v software. 20 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

21 Stage 4 -Restore origin objects to the staging server To acquire origin objects 1 Set up a version service pack 1 reference server (ReferenceServer) with unmodified versions of the same AR System components and applications that exist on your production server: A If you already created a reference server in Stage 2 to use when fixing any nonpermitted customizations, then you need to upgrade that server to AR System v service pack 1. B If you did not create a reference server in Stage 2, then you need to setup a new reference server at this point. First install AR System v service pack 1, then install out of the box versions of all the applications that are running on your production server. Stage 4 -Restore origin objects to the staging server Performing the steps in stage 4 replaces the origin objects on StagingServer with the unmodified origin objects from ReferenceServer. Preserving the unmodified origin objects on StagingServer means you will not have to maintain a separate server with the objects. You can observe the customizations captured in your overlays by comparing the overlays to the origin objects in Developer Studio on a single server. You can configure StagingServer so that your application uses your customizations, or so that it has only the original unmodified functionality. You migrate your unmodified origin objects into a migrator file, and from there can selectively migrate them to StagingServer. Restoring the origin objects to StagingServer does not affect the overlays that you created. Upgrade Process 21

22 Stage 4 -Restore origin objects to the staging server This figure shows the replacement of modified application objects with their unmodified original versions. Note that overlays and custom objects are unaffected by this process. To restore origin objects to the staging server 1 Ensure that you have set your BMC Remedy Migrator configuration options. For details one setting the Migrator configuration options, see Viewing details of differences between objects on page Migrate origin objects from ReferenceServer to a.migrator file, using the instruction file generated by the BPCU in stage 2 -step 1, with the migratorcli command as follows: NOTE Before running this command, confirm that the AR System version installed on your reference server is Service Pack 1. migratorcli.exe -m -s ReferenceServer -t serverport -d destinationfilepath\filename.migrator -i instructionfilepath\migrator-instruction_date_timestamp.xml -u Demo -p "DemoPassword" -g Migrator Configuration.xml --level 4 --layout 1 --logfile logfilenameandpath 3 Migrate objects from the.migrator file StagingServer. You can do this in either of two ways. If you want to selectively migrate your objects, use the BMC Remedy Migrator application. A Open the.migrator file in BMC Remedy Migrator and double-click the.migrator file name in the navigation pane. B In the object list, select AR System server objects of the same type, right-click and select Migrate Selected Objects > StagingServer. Repeat this step until all your objects have been migrated from the.migrator file to StagingServer. If you want to migrate all of the objects at once, you can use the Migrator CLI, as follows: migratorcli.exe -m -s sourcefilepath\filename.migrator -d StagingServer --dst_tcpport serverport -i instructionfilepath\migrator-instruction_date_timestamp.xml -u Demo -p "DemoPassword" -g Migrator Configuration.xml --level 4 --layout 1 --logfile logfilenameandpath This migrates all objects together from the.migrator file to StagingServer. 22 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

23 Stage 5 - Minimize overlays Stage 5 - Minimize overlays Performing the steps in stage 5 helps you to minimize the number of overlays that you have. You should remove all overlays that are the same as the object that they overlay, and all overlays that contain changes that are no longer needed. This reduces the number of customizations that must be maintained during future application upgrades. TIP Overlays that are identical to their overlaid objects might exist if you converted any prefixed or suffixed objects in stage 2. This figure shows the removal of an unneeded overlay, item 7. Note that removal of the overlay exposes the origin object. Upgrade Process 23

24 Stage 6- Upgrade applications and adjust customizations To minimize your overlays 1 If you performed the tasks in stage 4, then you can use BMC Remedy Migrator to compare overlaid object to their overlays directly on StagingServer, and then delete those objects which are identical. See Comparing overlays to overlaid objects on the same server on page 41. If you did not perform the steps in stage 4, then the overlays and overlaid objects on StagingServer are identical, except for those that previously had prefixes or suffixes. Set Migrator difference mask options as described in Setting Migrator difference mask options on page 41, and use BMC Remedy Migrator to compare the overliad objects on StagingServer to the same objects on ReferenceServer. If they are identical, then you can remove the overlay on StagingServer. NOTE Disabled workflow objects are not identical to enabled workflow objects, even if all other aspects are the same. So be very careful when removing identical workflow objects. 2 If you have any overlays that are not identical to the origin object, but which contain changes that you no longer want to keep, you should also delete those overlay objects. Stage 6- Upgrade applications and adjust customizations If you proceeded directly from stage 1 to stage 6, you do not have customizations captured in overlays. You can perform steps 1 and 2 of this stage, and then reapply your customizations as needed before skipping to stage 7. When you upgrade applications or system components, it is possible that some objects that you have overlaid will be deleted. This means your overlay will be deleted as well. To preserve any such overlays, you need to create a copy of your current staging server. This copy is called the upgrade comparison server (UpgradeComparisionServer). Similarly, some of your customizations might interfere with upgraded behavior. You must adjust these customizations before using the application. If you have performed stage 4 to migrate origin objects from ReferenceServerto your staging server, you no longer need the objects on ReferenceServer created in stage 3, so you can now employ that server as UpgradeComparisionServer. If you did not migrate your unmodified origin objects to your staging server, then you want to preserve them. In this case, you will need to employ a different server as UpgradeComparisionServer. 24 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

25 Stage 6- Upgrade applications and adjust customizations This figure shows the components that are upgraded in stage 6. To upgrade applications and adjust customizations 1 If you completed stage 4 you can reuse ReferenceServer to be UpgradComparisionServer, as follows. A Create a copy of the StagingServer database, which is at version B Restore the copy of the StagingServer database over the ReferenceServer database. ReferenceServer is now UpgradeComparisionServer. NOTE If you did not complete stage 4, you will need to copy StagingServer database and install a new AR System server configured to use the copy. The new server will be UpgradeComparisionServer. 2 On StagingServer, upgrade the AR System components and applications (BMC Atrium CMDB, BMC Remedy ITSM, and so on) to version service pack 1. This will modify and possibly delete some of your overlaid objects. Modifications to these objects performed by the upgrade will not affect your overlays and custom objects, but deletions will. Upgrade Process 25

26 Stage 6- Upgrade applications and adjust customizations 3 If any of your customizations were deleted during the upgrade of StagingServer, you can use Developer Studio to restore them by creating custom objects on the staging server using the overlays still present on UpgradeComparisionServer. Normally, an overlay that will be deleted should not be replaced by a custom object because it will not be used by the upgraded application. But if after looking at the upgraded functionality you have overlaid objects that should be preserved, you can do that by saving them as custom objects. NOTE A custom field on a deleted form is not preserved, because there is no form to contain the field. Perform steps A and B to create custom objects for any overlaid objects that were deleted during the upgrade that you want to preserve. A Compare the overlaid objects on StagingServer against the same objects on UpgradeComparisionServer by performing the following steps: 1. In BMC Remedy Migrator, select Tools > Options. 2. In the BMC Remedy Migrator Options dialog box, expand Differences and select Display. 3. Select the Display all missing objects option and make sure that all the other options are deselected. 4. Open a new server window for StagingServer. 5. In the navigation pane, click StagingServer to display all the objects on this server in the object list. 6. Sort the object list on the Customization Type column and select all objects with the value Overlay or Custom in this column. 7. Right-click and select Differences > UpgradeComparisionServer. BMC Remedy Migrator generates a difference report. See the BMC Remedy Migrator Guide, Difference reports, page 125. B For every overlaid object that exists on UpgradeComparisionServer, but not on StagingServer, decide whether you need the object. If you need it, use BMC Remedy Developer Studio to duplicate the overlay manually by saving it as a custom object on StagingServer. 26 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

27 Stage 6- Upgrade applications and adjust customizations 4 If you have overlaid objects that were changed during the upgrade, you should examine your overlays to add functionality that was added to the overlaid objects, or to remove overlays containing customizations that you no longer want. Removing an overlay exposes the upgraded object's functionality. To do this, you must compare each upgraded origin object that is overlaid on StagingServer to the same origin object on UpgradeComparisionServer, and you will compare each overlay and its overlaid origin object. You can then adjust the overlay to achieve the behavior that you want. Perform the needed comparisons as follows: A Enable the required masking options if you haven t already done so in stage 4. See Setting Migrator difference mask options on page 41. B Use BMC Remedy Migrator to compare overlaid objects on StagingServer and UpgradeComparisionServer to identify which objects were changed and what changes were made by BMC between the versions, as follows: 1. Open a new server window for StagingServer. 2. In the navigation pane, click StagingServer to display all the objects on this server in the object list. 3. Sort the object list on the Customization Type column and select all objects with the value Overlaid in this column. 4. Right-click and select Differences > UpgradeComparisonServer. BMC Remedy Migrator generates a difference report. See the BMC Remedy Migrator Guide, Difference reports, page 125. The difference report provides a list of objects that have changed. Keep this first instance of BMC Remedy Migrator open to examine objects in this report. C Use a second instance of BMC Remedy Migrator to compare overlays to overlaid objects on UpgradeComparisonServer, as follows: NOTE You need to have the BMC Remedy Migrator installed on a different computer to do this because you can only run one instance of Migrator on a single system. Upgrade Process 27

28 Stage 6- Upgrade applications and adjust customizations 1. Open a new instance of BMC Remedy Migrator. Open a new server window for UpgradeComparisonServer. 2. In the navigation pane, click nameofupgradecomparisonserver to display all the objects on this server in the object list. 3. Sort the object list on the Customization Type column and select objects (in the previously created list) with the value Overlay in this column. 4. Right-click and select Differences > UpgradeComparisonServer. 5. In the Source-Destination Mapping window, click Map Overlay To Base. 28 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

29 Stage 7 - Promote staging server to production This populates the Destination Object Name column with the corresponding overlaid object for each overlay object and then click OK to generate the difference report. D For each object in the difference report from step B, use the first Migrator instance to identify differences resulting from the upgrade. Use the second instance to see differences between the overlay and the overlaid object. Based on these differences, use BMC Remedy Developer Studio to either delete the overlay or modify it on StagingServer: If you want to use the new features in the latest release, delete the overlay. If you want to retain the customizations in your current production system when you upgrade to the latest release, merge the differences from the origin object into its overlay. Stage 7 - Promote staging server to production Performing the steps in stage 7 turns your staging server into an upgraded production server. Upgrade Process 29

30 What to do next? To promote your staging server to production 1 Test the functionality of the upgraded AR System components and applications. Perform the following procedures to complete the upgrade process: A Migrate data from your production server to the custom fields and custom forms that you created in step 4 on StagingServer. B Use the Delta Data Migration utility to move data created or data that was changed after copying the production database from your production server to StagingServer. For more complete information on using the Delta Data Migration utility, see the Delta Data Migration Server Setup and Implementation White Paper. C Shut down the former production server and promote StagingServer to be the new production server. What to do next? After completing all six stages, make certain that going forward, you always use the Best Practice Customization mode of BMC Remedy Developer Studio for any customizations that you develop. When working with overlays and custom objects, review and follow guidelines in the Form and Application Objects Guide, Features for preserving customizations, page BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

31 Appendix A Fixing non-permitted modifications A This appendix describes how to fix non-permitted modifications that were discovered when the Best Practices Conversion Utility (BPCU) to compare objects on the staging server with an overlay hash file. Because some of the changes in this section alter the functionality of an object; you might want to copy the object as a custom object before changing it. This appendix assumes there are modified objects on StagingServer and unmodified origin objects of the same version on ReferenceServer. Fixing non-permitted changes for objects that include o in an object name NOTE Names that include underscore + zero (_0) are reserved by BMC. To rename an object to remove the o string, perform the following steps: 1 On StagingServer, locate the object that contains o in its name. 2 In the object list, select the object, and choose File > Rename. 3 Rename the object so that it does not include o in its name, and so that its name does not conflict with the name of any other object. Fixing non-permitted modifications for forms This section contains instructions for fixing non-permitted modifications to forms. Appendix A Fixing non-permitted modifications 31

32 Fixing non-permitted modifications for forms Changing the inclusion or exclusion of a form in a deployable application 1 On StagingServer, open the application in an editor. 2 On ReferenceServer, open the application. 3 On StagingServer, add or remove forms in the application to match those on ReferenceServer. 4 Save the application. Changing unique indexes 1 On StagingServer, open the Regular form and the Form Properties dialog box, Indexes category. 2 In the Index List on ReferenceServer, open the Form Properties dialog box for the corresponding form. 3 On StagingServer, specify the same number and order of unique indexes in the Index List with the same number and order of indexed fields as those on ReferenceServer. 4 Remove any unique indexes that are not on ReferenceServer. 5 Save the form. Changing Vendor form information for Table Name or Vendor Name Perform the following steps: 1 On StagingServer, open the Vendor form and the Form Properties dialog box. 2 On ReferenceServer, open the Form Properties dialog box for the corresponding form. 3 On StagingServer, set the Vendor Name and Table Name properties to the same values as those of the form on ReferenceServer. 4 Save the form. 32 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

33 Fixing non-permitted modifications for forms Changing Join form Information This section provides instructions for changing to the following Join form information: Swapping the primary and secondary forms Join Type Qualification Source of fields To change join form information 1 On StagingServer, open the Join form and the Form Properties dialog box, Join Information category. 2 On ReferenceServer, open the Form Properties dialog box for the corresponding form. 3 On StagingServer, set the Join Type and Qualifier values to the same as that on ReferenceServer. If required, swap the Primary and Secondary forms. 4 Compare every field on the StagingServer Join form with its counterpart on the ReferenceServer Join form to verify that the values of their Form Name property match. For each field where the values differ, perform the following tasks on the StagingServer Join form: A Delete the field. B Right-click and choose Add Fields from formname, where formname matches the value on the ReferenceServer Join form. 5 Save the form. Changing View form information for Table name or Key field For each View form where these properties have been changed, set the values on StagingServer to match those on ReferenceServer. Appendix A Fixing non-permitted modifications 33

34 Fixing non-permitted modifications for fields To change properties for Label, Locale, or Name of a View 1 On StagingServer, open the form and the appropriate form view. 2 On ReferenceServer, open the corresponding form view. 3 On StagingServer, set the view s Label, Locale, and Name properties to the same value as that of the field on ReferenceServer. 4 Save the form. Fixing non-permitted modifications for fields This section provides instructions for fixing non-permitted modifications to fields. Changing the data type If your field does not contain data that should be saved, delete the field on StagingServer and copy the corresponding field from ReferenceServer to StagingServer. If the field does contain data that should be preserved, perform the following steps: 1 On StagingServer, rename the field. 2 Use the archgid utility to change the ID to the customer range. For information on using the archgid utility, see the Form and Application Objects Guide, AR System change ID utility, page Copy the corresponding field from ReferenceServer to StagingServer. 4 Copy data to this field if the data is compatible. 5 Delete the field that you renamed in Step 1. 6 Save the form. Changing the Column properties on View and Vendor forms 1 On StagingServer, open the View or Vendor form and the form view that contains the field, and select the field. 2 On ReferenceServer, select the corresponding field. 34 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

35 Fixing non-permitted modifications for fields 3 On StagingServer, set the field s Column property to the same value as that of the field on ReferenceServer. 4 Save the form. Changing the Name 1 On StagingServer, open the form and the form view that contains the field, and select the field. 2 On ReferenceServer, select the corresponding field. 3 On StagingServer, set the field s Name property to the same value as that of the field on ReferenceServer. 4 Save the form. Changing the Length Units property of Character fields If your field does not contain data that should be saved then delete the field on the StagingServer and copy the corresponding field from the ReferenceServer to the StagingServer. If the field does contain data that should be preserved, perform the following steps: 1 On StagingServer, rename the field. 2 Use the archgid utility to change the ID to the customer range. For information on using the archgid utility, see the Form and Application Objects Guide, AR System change ID utility, page Copy the corresponding field from ReferenceServer to StagingServer. 4 Copy data to this field if the data is compatible. 5 Delete the field that you renamed in Step 1. 6 Save the form. Changing the Column field properties for Parent field ID, Data field ID and Data Source For each field where these properties have been changed, set the values on StagingServer to match those on ReferenceServer. Appendix A Fixing non-permitted modifications 35

36 Fixing non-permitted modifications for fields Changing the Entry Mode Display If the out-of-the-box field s Entry Mode was Display, and the StagingServer field is not, and your field does not contain data that should be saved then delete the field on StagingServer and copy the corresponding field from the ReferenceServer to StagingServer. If the field does contain data that should be preserved, perform the following steps: 1 On StagingServer rename the field. 2 Use archgid to change the ID to the customer range. 3 Copy the corresponding field from ReferenceServer to StagingServer. 4 Save the form. Changing the field Type If your field does not contain data that should be saved then delete the field on StagingServer and copy the corresponding field from ReferenceServer to the StagingServer. If the field does contain data that should be preserved, perform the following steps: 1 On StagingServer, rename the field. 2 Use the archgid utility to change the ID to the customer range. For information on using the archgid utility, see the Form and Application Objects Guide, AR System change ID utility, page Copy the corresponding field from ReferenceServer to StagingServer. 4 Copy data to this field if the data is compatible. 5 Delete the field that you renamed in Step 1. Save the form. 36 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

37 Appendix B Overlay hash files B An overlay hash file, also called a snapshot, is an XML file that contains keys of all the objects in a particular version of AR System or an AR System application: For fields and views, the key is the object s ID. For all other objects, the key is the object s name. The Best Practice Conversion Utility compares objects in an overlay hash file with those in a customized AR System component or application. BPCU produces a difference report that contains the results of the comparison. (See Using BPCU to generate difference reports on page 48.) Hash files for BMC products If you are upgrading from the following releases, you can use the BMC-provided overlay hash file (OverlayHashFile.xml) to compare the objects in your customized applications with the objects in the origin applications: AR System and its components (including AR System server, BMC Remedy Approval Server, BMC Remedy Assignment Engine, BMC Remedy Engine, BMC Remedy Flashboards, AREALDAP plug-in, ARDBC plug-in, and Web Services) with the versions: 6.3 and 6.3 patch , patch 007 through patch patch 002 through patch through patch Appendix B Overlay hash files 37

38 Hash files for BMC products BMC Atrium CMDB versions: patch 004 through patch through patch through patch through patch patch BMC Remedy Enterprise Integration Engine versions: and all its patches and all its patches BMC Remedy ITSM Suite versions: patch 007 through patch IMSLM patch patch through patch through patch BMC Remedy Knowledge Management versions: through patch through patch BMC Service Level Management versions: through patch through patch through patch BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

39 Hash file information for BMC integrations BMC Service Request Management versions: through patch through patch BMC Remedy OnDemand versions: and its hotfixes GA03 Hash file information for BMC integrations The overlay hash file contains data about the following BMC integration objects: BMC Remedy Identity Management BMC BladeLogic Client Automation for Clients BMC BladeLogic Client Automation for Server BMC BladeLogic Server Automation Integration for BMC Remedy Service Desk BMC Atrium Discovery and Dependency Mapping (versions and ) Configuration Discovery extensions (versions , , , , , , , , patch 001, , , ) for CMDB BMC Topology Discovery BMC IT Business Management BMC Service Impact Manager (Extensions of versions , , for BMC Atrium CMDB , and BMC Atrium CMDB and ) BMC Remedy Mid Tier object list definition files for AR System , , , , and Server group and DSO settings for AR System , , , , , and Appendix B Overlay hash files 39

40 Obtaining the hash files for analyzing and converting customizations Obtaining the hash files for analyzing and converting customizations You need the following file: Overlay hash file OverlayHashFile.zip To obtain the overlay hash file: 1 Download the latest version of the OverlayHashFile.zip file from the BMC Developer Network Community website. NOTE Updates to the overlay hash file between patch releases are posted to BMC Developer Network Community website. Always make sure to download the latest version from this location. 2 Uncompress the.zip file and extract the OverlayHashFile.xml file to your development server. 40 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

41 Appendix C Comparing overlays to overlaid C objects on the same server Use BMC Remedy Migrator to compare objects on the same server. Setting Migrator difference mask options Before comparing overlays to overlaid objects, you must set certain difference mask options in addition to the default mask options so that BMC Remedy Migrator only compares differences that affect the operation of your application. To set required difference mask options 1 In BMC Remedy Migrator, open a new server window for StagingServer. 2 Choose Tools > Options. 3 In the BMC Remedy Migrator Options dialog box, perform the following actions: A Expand Differences, expand Masks, and set the following options to Disabled: Forms Name, Owner, and Property List Appendix C Comparing overlays to overlaid objects on the same server 41

42 Comparing staging server objects Fields Form Name, Owner, and Property List Views Form Name, Owner, and Property List Active Links, Filters, Escalations, Containers (applications, web services, packing lists, active link guides, filter guides), Menus, and Images Owner and Property List B Click OK save the updated settings and close the dialog box. Comparing staging server objects To compare overlays to overlaid objects on the staging server 1 In BMC Remedy Migrator, open a new server window for StagingServer. 2 In the navigation pane, select the server name to view the list of all objects on this server in the object list view. If you select an object type in the navigation pane, only those types of objects appear in the object list view. 3 In the object list view, select all the overlay objects. Sort the object list on the Customization Type column and select objects in that column that have the value Overlay in that column. 42 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

43 Comparing staging server objects 4 Right-click and choose Differences > StagingServer. 5 In the Source - Destination Mapping dialog box, click Map Overlay to Base. The Destination Object Name column with the overlaid objects that correspond to each overlay in the Source Object Name column. 6 Click OK to begin the comparison and generate a difference report. The difference report indicates whether the overlay and overlaid objects differ and highlights the properties that differ. Appendix C Comparing overlays to overlaid objects on the same server 43

44 Comparing staging server objects 44 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

45 Appendix D Best Practice Conversion Utility D To preserve modified or user-created objects in applications installed on pre AR System servers, use the command-line version Best Practice Conversion Utility (BPCU) before upgrading your applications or server components to version BPCU enables you to analyze objects in your current environment with the out-ofthe-box objects in , and convert them into overlays or custom objects. BPCU does not save customizations to certain objects that are not meant to be customized and which can be replaced during an application installation or during the normal process of running an application. These are referred to as non-permitted customizations, that is customizations that are not permitted in overlays. BPCU helps preserve customizations when upgrading by converting objects in earlier versions of AR System components and applications as follows: BMC-provided objects that you modified (customizations) are converted to overlays. User-created objects that you added to your setup (extensions) are converted to custom objects. Table 1 lists the BMC products in which the BPCU preserves customizations and the related exceptions. Table 1 Customizations preserved by BPCU (part 1 of 2) BMC products AR System components BMC Remedy Approval Server BMC Remedy Assignment Engine BMC Remedy Engine AREA LDAP plug-ins ARDBC LDAP plug-ins Exceptions Filters that BMC Remedy Approval Server workflow creates at runtime, whose names begin with AP:Notify-0 None None None None Appendix D Best Practice Conversion Utility 45

46 Table 1 Customizations preserved by BPCU (part 2 of 2) BMC products BMC Atrium CMDB BMC Atrium CMDB Exceptions The BMC Atrium CMDB upgrade program takes care of preserving customizations made to forms and workflow objects. BPCU ignores the following forms and their related workflow objects and workflow guides: Forms that belong to the BMC:Atrium CMDB application AR System applications BMC Remedy ITSM Suite BMC Service Level Management BMC Service Request Management Forms that do not belong to the BMC:Atrium CMDB application, but whose names are listed in the OBJSTR:Class form (<namespace>:<classname>) Application forms that use BMC Atrium CMDB forms as self-join forms (MemberA and MemberB are the same) Filters with the zslmgen: prefix that BMC Service Level Management workflow creates at runtime Forms that BMC Service Level Management creates at runtime, whose names end with _SLA, and their related workflow objects and workflow guides Filters with the zapr prefix that BMC Service Level Management workflow creates at runtime WARNING The utility also does not preserve customizations to forms and workflows installed with the AR System server. See Viewing details of differences between objects on page 57. The Best Practice Conversion Utility operates in the following modes: ReportDiff Generates a report of differences between the objects in an overlay hash file and the objects on a server. See Using BPCU to generate difference reports on page 48. Overlay Based on a differences report, converts customized AR System objects into overlays, and converts user-created objects into custom objects. See Using BPCU to generate overlays for modified legacy objects on page BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

47 Configuring your system for BPCU To obtain BPCU 1 Install only the AR System server on StagingServer. WARNING Do not install any AR System components or applications. If you do, your customizations might be overwritten. 2 Uncompress the bpcu7604.zip file, which is located in the ARSystemServerInstallDir folder. By default, the BPCU files are extracted to the Best_Practice_Conversion_Utility folder. Configuring your system for BPCU Before running BPCU, make sure that your CLASS path and Oracle Java Runtime Engine (JRE) are correctly configured to support the utility. To configure your system to run the BPCU 1 Grant yourself execute permission to the BPCI on UNIX, by typing the following command: chmod +x bpcu.sh 2 Make sure the following files are in your CLASS path. activation.jar arapi7604.jar arutil7604.jar arcmnapp7604.jar bpcu.jar commons-jxpath-1.3.jar jaxb-api.jar jaxb-impl.jar jsr173_1.0_api.jar log4j jar 3 To produce the difference report generated by BPCU in XLSX format, make sure that the following files are in your CLASS path: dom4j jar ooxml-schemas-1.0.jar poi-3.5-final jar poi-ooxml-3.5-final jar xmlbeans jar Appendix D Best Practice Conversion Utility 47

48 Using BPCU to generate difference reports 4 To specify the JRE for the utility, add the following entry to the appropriate file: set JAVA_HOME=fullPathToJRE The Best Practice Conversion Utility uses the JRE specified by the JAVA_HOME environment variable in the following files: Windows bpcu.bat UNIX bpcu.sh 5 If you plan to run the BPCU on an AR System server that enforces encryption in its API, first add the following items to the JRE that the utility will use. Table 2 Add to this directory or file Files and providers to add to BPCU JRE on encrypted servers On Oracle Solaris (UNIX and Windows) On AIX and DB2 (UNIX and Windows) jre\lib\ext\ jsafejcefips.jar jsafejcefips.jar bcprov-jdk jar jre\lib\security\ US_export_policy.jar local_policy.jar US_export_policy.jar local_policy.jar jre\lib\security\j ava.security These files should be from Oracle. security.provider.n+1=com.rsa. jsafe.provider.jsafejce n can be the last number in the section. These files should be from IBM. security.provider.n+1=org. bouncycastle.jce.provider. BouncyCastleProvider security.provider.n+2=com. rsa.jsafe.provider.jsafejce n can be the last number in the section. NOTE If you have installed a BMC Remedy Encryption Security product on a BMC Remedy Java client, such as BMC Remedy Developer Studio or BMC Remedy Data Import, you do not have to verify that your configuration matches the preceding specifications. Instead, simply use the same Oracle Java Developer s Kit (JDK) and JRE used by the client for BPCU. For more information about BMC Remedy Encryption Security products, see the BMC Remedy Encryption Security Guide. Using BPCU to generate difference reports Run BPCU in ReportDiff mode to compare objects between the overlay hash file and an AR System server, and generate difference reports. 48 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

49 Using BPCU to generate difference reports To generate a difference report 1 At the command prompt, go to the following directory: utilityinstalldir\best_practice_conversion_utility\ 2 Run BPCU in ReportDiff mode by executing the following command with the appropriate arguments (see Table 3): Windows bpcu.bat UNIX bpcu.sh For an example of using the bpcu command to compare objects, see Stage 2 - Create overlays on page 17. Table 3 Command-line options for ReportDiff mode (part 1 of 2) Argument Description -x Name of the server on which to perform the operation. -u User name. -p User password. -a (optional) User authentication string. -t (optional) TCP port of the server on which to perform the operation. -r (optional) RPC port of the server on which to perform the operation. -f Absolute path to the overlay hash file (include full path and file name). -c (optional) Full path to the XML file containing a list of objects to include in or to exclude from the operation. This option does not apply to ReportDiff mode when two overlay hash files are compared. See Using BPCU to generate difference reports on page 48. -e (optional) Comma-separated list of form names whose associated fields and views are the only objects processed by the operation. Do not use this option with the -s option. -o (optional) File name and path of the difference report. Do not include a file extension. If you do not provide a file name, the following name is used: bpcu-diff-report-date_timestamp.html If you do not provide a path, the utility places the report file in the installdir\best_practice_conversion_utility\output\ folder. -T (optional) Format of the difference report. Values are: 0 HTML (Default) 1 CSV 2 XLSX Appendix D Best Practice Conversion Utility 49

50 Using BPCU to generate overlays for modified legacy objects Table 3 Command-line options for ReportDiff mode (part 2 of 2) Argument Description -i (optional) Flag that specifies whether to include overlay and custom objects in the extension section of the difference report. This option applies only to file-to-server comparisons. Values are: 0 Exclude from extension section (Default). 1 Include in extension section. -m Utility mode. Values are D or d or diff. -k (optional) Indicates whether to display or hide the list of objects that will be skipped in Overlay mode. 0 Hide this list in the difference report (Default). 1 Display this list in the difference report. Using BPCU to generate overlays for modified legacy objects In Overlay mode, BPCU compares objects in an overlay hash file with the objects on a server, generates a report of their differences, and performs the following tasks based on the contents of the report: For permitted customizations, BPCU generates an overlay by creating a copy of each object, and sets its Overlay property to Overlay. For permitted extensions, BPCU generates a custom object and sets the Overlay property to Custom In Overlay mode, BPCU ignores all the overlay, overlaid, and custom objects on the server. Therefor, running BPCU multiple times in Overlay mode will not cause problems for such objects, including objects that are shared among applications. To generate overlays for pre objects 1 Generate a difference report, and fix all the non-permitted extensions and customizations that are identified. See Using BPCU to generate difference reports on page 48. If non-permitted extensions and customizations are found among the set of objects to be processed, BPCU does not run in Overlay mode. 2 At the command prompt, go to the following directory: utilityinstalldir\best_practice_conversion_utility\ 50 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

51 Using BPCU to generate overlays for modified legacy objects 3 Run BPCU in Overlay mode by executing the following command with the appropriate arguments (see Table 4): (Windows) bpcu.bat (UNIX) bpcu.sh For an example of using the bpcu command to generate overlays, see Stage 2 - Create overlays on page 17. Table 4 Command-line options for Overlay mode (part 1 of 2) Argument Description -x Name of the server on which to perform the operation. -u User name. -p User password. -a (optional) User authentication string. -t (optional) TCP port of the server on which to perform the operation. -r (optional) RPC port of the server on which to perform the operation. -f Absolute path to the overlay hash file provided by BMC (include full path and file name). -c (optional) Full path to the XML file containing a list of objects to include in or to exclude from the operation. This option applies to all modes except when two overlay hash files are compared in ReportDiff mode. See Using BPCU to generate difference reports on page 48. -e (optional) Comma-separated list of form names whose associated fields and views are the only objects processed by the operation. Do not use this option with the -s option. -o (optional) Name of the difference report. Do not include a file extension. -T (optional) Format of the difference report. Values are 0 HTML (Default) 1 CSV 2 XLSX -m Utility mode. Values are o or overlay. -k (optional) Indicates whether to display or hide the list of objects that are skipped during conversion. 0 Hide this list in the difference report (Default). 1 Display this list in the difference report. -P Comma-separated list of prefixes in the names of user-created objects. All objects whose name begins with one of these prefixes are converted into overlays or custom objects. This option applies only to active links, active link guides, filters, filter guides, escalations, menus, and all types of containers. (Per BMC best practices, to modify such objects in pre releases, you should make a copy of the origin object and add a prefix or suffix to its name.) You must ensure that the corresponding out-of-the-box object exists and is the same type in the release. Appendix D Best Practice Conversion Utility 51

52 Difference reports overview Table 4 Command-line options for Overlay mode (part 2 of 2) Argument Description -S Comma-separated list of suffixes in the names of user-created objects. All objects whose name ends with one of these suffixes are converted into overlays or custom objects. This option applies only to active links, active link guides, filters, filter guides, escalations, menus, and all types of containers. (Per BMC best practices, to modify such objects in pre releases, you should make a copy of the origin object and add a prefix or suffix to its name.) You must ensure that the corresponding out-of-the-box object exists and is the same type in the release. -i (optional) Flag that specifies whether to include overlay and custom objects in the addition section of the difference report. Values are: 0 Exclude from addition section (Default) 1 Include in addition section Difference reports overview BPCU generates a report that shows differences between the unmodified objects represented in an overlay hash file and objects on a server. It also shows which changed objects can be converted into overlays or custom objects, and which objects have been changed in a way that makes the conversion impossible. Difference reports are produced in HTML, comma-separated values (CSV), or Microsoft Excel (XLSX) formats. By default, the report name uses the following format: bpcu-diff-report_date_timestamp.extension Difference reports are stored in this folder: utilityinstalldir\best_practice_conversion_utility\output\ 52 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

53 Difference reports overview Table 5 describes the information that a difference report provides about objects and where you can find the information. Table 5 Information in a difference report generated by BPCU (part 1 of 2) Information XLSX report format HTML report format Statistical information about all types of objects found on the server where BPCU was executed: Dashboard worksheet Dashboard tab Total count of objects Number of new objects Number of changed objects Percentage customization Number of new and changed objects with nonpermitted modifications The following types of statistical information is displayed only when you use a certain execution parameter. See Using BPCU to generate difference reports on page 48. Number of new objects that are not converted to custom objects when you execute BPCU in Overlay mode Number of changed objects that are not converted to overlays when you execute BPCU in Overlay mode Whether an object on the server is new Whether an object on the server has been modified Difference Report worksheet, rows with the value Extension in the Customization Type column Difference Report worksheet, rows with the value Customization in the Customization Type column Extensions tab Customizations tab Appendix D Best Practice Conversion Utility 53

54 Difference reports overview Table 5 Information in a difference report generated by BPCU (part 2 of 2) Information XLSX report format HTML report format Whether modified objects in the server contain permitted or non-permitted modifications: If an object contains non-permitted modifications, it is flagged as an object that cannot be converted into an overlay. All such objects must be fixed before running BPCU in Overlay mode. If an object contains permitted modifications, it is flagged as an object that can be converted into an overlay. For information about permitted and non-permitted modifications, see the Form and Application Objects Guide, Permitted and non-permitted modifications on overlays, page 129. Note: When you run BPCU in ReportDiff mode with the -k option and its value as 1, the Customizations tab displays the Skipped During Conversion column. This column displays the value true for objects that are skipped during conversion whether they were modified in a permitted or non-permitted manner. Therefore, even if the Convertible to Overlay column for a particular object displays the value false, you do not need to fix any non-permitted modifications made on it. Version of the utility that was executed to generate the report Date and time when the report was generated Parameters supplied to the utility for the current execution AR System applications installed in the execution environment Difference Report worksheet, rows with the value Customization in the Customization Type column Permitted modifications: Convertible to Overlay = true Nonpermitted modifications: Convertible to Overlay = false Execution Information worksheet Customizations tab, all panels Permitted modifications: Convertible to Overlay = true Nonpermitted modifications: Convertible to Overlay = false Execution Information tab NOTE BPCU does not include information in a difference report about objects that are unchanged. 54 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

55 Difference reports overview Figure 1 BPCU HTML report Dashboard tab Figure 2 BPCU HTML report Extensions tab Figure 3 Convertible to Overlay column in Customizations tab indicates whether the customization is permitted in overlays Appendix D Best Practice Conversion Utility 55

56 BPCU log information Figure 4 BPCU HTML report Execution Information tab BPCU log information When the BPCU is first run on a server, it creates the BPCU-Log form. The form records information about each run of the utility, such as the run date, run mode, and return code. The form also stores the run s log file and the difference report associated with the run as attachments. By default, BPCU log file is ARSystemServerInstallDir\Best_Practice_Conversion_Utility\ bpcu.log To change the log file name, modify the log4j.properties file. Each time BPCU is run, the information in the bpcu.log file is overwritten. The previous version of the log is saved in the BPCU-Log form. AR System application installation programs can use the bpcu.log file to determine whether BPCU was run and whether overlays were successfully created. 56 BMC Remedy Action Request System Service Pack 1 Upgrade Procedures and Guidelines

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