What are the procedures to Upgrade and Migrate AR Server on a Windows platform with Oracle?

How to setup a mirror environment of AR Server when using Oracle

Upgrading and Migrating AR Server with Oracle
Overview
This document describes the procedures and considerations for creating a mirror environment of a Windows server
running the Remedy Action Request System. It applies to creating a development or test environment that needs to be a
duplicate of the production environment. It also covers the scenario of migrating the production server to a new server. The new
server, aka target server, may be the same version or an upgraded version of AR Server, the OS, and/or Oracle.
The process of upgrading and/or migrating can be challenging and time consuming. Often times it is something
overlooked that that results in failure. Please read through this document carefully and ask Support for clarification and
assistance when necessary.
Guidelines
1. If working in a production environment, reduce or eliminate all unnecessary change. Moving to a new server and
upgrading the OS, Database, and/or AR Server is a big change but it is also necessary. Due to the magnitude of this
change, avoid as many unnecessary changes as possible.
2. If possible, keep the original server you are migrating from available. In the event that problems occur, ensure you
can fall back to a known, tested, functioning environment. Do not create a situation where the only course of action is
to move forward resolving errors and risk unwanted downtime.
3. Remember that if you are using any of the Remedy ITSM Applications, such as Help Desk, Asset Management,
Change Management, etc., they cannot be upgraded. You must migrate to a higher version of the Applications. That
is a serious undertaking and is not considered in this document.
Prerequisites
The following describes tasks you can do to prepare for the upgrade and/or migration. Please review this section carefully as
there are important considerations that can affect the overall success of the operation:
1. Check the compatibility matrix on the Remedy Supportweb (http://supportweb.remedy.com ) to make sure the
products you use on the new server are supported.
2. The assumption this document makes is that there is a brand new server that you will be migrating to. This target
server will need to have the OS installed and other software as well. Obtain the correct software media you will need
for the upgrade/migration. You will need Oracle installed if you intend to have AR Server and the database on the same machine. If Oracle will be on a remote server, you will still need the Oracle client software installed on the target AR
Server. If you are upgrading, you can get the media from the Remedy Supportweb site or upgrade@remedy.com .
Include the clients and any other products you require, such as the ITSM Applications. Be very clear on what
versions you have and what versions you will need. Consider an Outlook mail client if you intend to have AR Server
send out email notifications using the MAPI protocol. Include other software you may eventually need on the server,
such as WinZip or diagnostic or backup software.
NOTE: Check with Remedy Support or http://supportweb.remedy.com for the latest AR patches. Patches for AR
Server versions above 5.1.2 include the full install of the product, so you can use a patch installer and in one
installation, you will both install AR Server and be at the latest patch. Check with Oracle and any other related
vendor (i.e. Microsoft Server) for the latest patches, service paks, critical updates, etc. required or recommended.
3. The migration procedure involves restoring the original ARSystem database from the production environment or
where ever, to the target server. The method of backup/restore is left to the customer and is not supported by
Remedy, however Remedy does have knowledge base entries on the export and import of an Oracle tablespace.
4. It is possible that the original server contains references to its server name in the AR System Workflow objects
contained in the database. If this is the case, then the workflow objects will have to have the server name references
removed in order to function on the target server. It is good to know ahead of time if this is required because the
procedure for removing server name references from the workflow can be a time consuming process.
On your original server, login to the Admin Tool and export all objects to a definition file. Make sure you De-Select the
server independent checkbox on the Export Dialog window as you want any possible server name references to
remain in the file so you will know they exist and would need to be removed.
Assuming you have a large number of objects, it is recommended you export each object type to its own file. For
example, all forms to one file, all filters to one file, all active links to one file, etc. When complete, open each definition
file with an editor you can search with, like Word or Notepad. Search for any possible server name reference or IP
address or aliases. Search for the long and short name. Try searching for just the domain, too. If you are unsure
about a server reference you find, you may send the definition file into support for review/confirmation. Refer to the
ARClean knowledge base entry (KB ID 12219) for more information on this procedure.
5. Assuming the target server needs to be licensed, then as you get close to the time you are ready to begin the
migration procedure, you can purge the existing licenses on the original server. This way, you have the new license
keys ready to be applied to the target server. If you are unsure if you need to license the development server, refer to
KB ID 20072 on the limitations of an unlicensed server.
NOTE: The license keys you purge on production will remain valid for 30 days. If you anticipate needing more time,
you can request temporary license keys from your Sales Rep so that you dont have to purge your current production
server keys until youve confirmed the operation was successful.
6. Know the configuration of the original AR Server environment and of the Oracle server, too. In Step 13 below, you
will need to configure AR Server as it was on the original server. Know this information ahead of time. Most of the
information in the Admin Tool under File->Server Information is stored in a file called ar.cfg in the AR Server install
directory. It is not stored in the database. Therefore, it will be necessary to configure AR Server as you had it on the
original AR Server.
NOTE: if the production environment had AR Server and Oracle on the same server, and the development environment will have Oracle on a remote server, you will need to create an Oracle Connect String to access the
Oracle server from the AR Server.
Migration Procedure
1. Verify the target server has all necessary software installed, with the exception of any AR software, and that it is
functioning correctly.
2. Assuming you are using any of the Remedy ITSM Applications, then they need to be installed on the target server before
the original ARSystem database can be restored or imported. In order to install the ITSM Applications, AR Server must
be running on the target server first and it must be licensed. Skip down to Step 7 below and perform that operation, then
proceed with Step 3 below.
If you are not using the ITSM Applications, then begin at Step 6 below and do not install AR Server first.
NOTE: This will be a fresh install of AR Server. You should not be prompted during the install to Upgrade or Overwrite
the ARSystem database since it does not exist yet. Please review the notes in Step 8 carefully.
3. When the AR Server install completes, install the Admin Tool client (the User Tool is optional) and test logging in with the
Admin tool.
NOTE: If you install a client on the server, do not install the client into the AR Server installation directory.
4. Login with the License Tool and apply licenses to the target server. Once the server is licensed, test that you can login
and verify the licenses are recognized.
NOTE: This is normally done by logging into the Admin Tool. With an unlicensed server, logging into the Admin Tool
gives a message saying the server is ready for use and evaluation without purchasing a license key.
5. Next, install the ITSM Applications. Again, as noted in Step 8 below, be cognizant of the installation path you choose.
The installation of the Email Engine or other products is optional at this time. It is necessary to install the ITSM
Applications to create the directory structure and, if necessary, the Remedy Application Server service. This step cannot
be performed later because the ITSM Applications can only be installed as an Overwrite.
6. Restore/import the ARSystem database from the original or production AR Server to the new target server.
NOTE: Performing the database transfer is left to the customer. There are several different ways to accomplish this task
with 3rd party products and within Oracle. Remedy has a knowledge base entry (KB ID 6831) on the subject of importing
an Oracle database. This document assumes that the data transfer completed successfully. Make sure you choose to
transfer all objects and data owned by the ARAdmin user, overwrite existing objects and data if necessary, and create
new objects as needed. Only the ARSystem database is required unless further customizations were made.
ADDITIONAL NOTE: It is possible you may have data sources outside the ARSystem database that you access via View
and/or Vendor forms. If necessary, move these data sources over to the target server.
7. Install the correct AR Server software version on the target server.
Document Viewer Page 3 of 5
NOTE:If you are installing AR Server first, before the restore/import of the ARSystem database due to the ITSM
applications, then proceed with the normal fresh install. You should not be prompted to Upgrade or Overwrite the
ARSystem database since it should not exist at this point. When complete, youll proceed with Step 3 above. When you
reach Step 7 again, you still must perform this step UNLESS the version of the restored/imported database is the same
version as the version of AR Server installed in the development environment (i.e. The restored/imported database came
from a 6.3 production AR Server and development will also be version 6.3 of AR Server.).
ADDITIONAL NOTE: After the fresh is complete, have the Oracle DBA increase the "extents" of the newly created
ARSystem tablespace to allow sufficient room for the soon to be restored/imported database.
During the install, you will be prompted to Upgrade or Overwrite the existing ARSystem database that was
restored/imported in Step 6 above. Choose Upgrade.
NOTE: During the install, when you are at the screen that asks if Oracle is local or remote, you will need to enter the
Oracle Connection String that should have been already created IF the Oracle server is remote.
ADDITIONAL NOTE: You may want to be cognizant of the installation directory you choose. It is possible the current
server has references to the install directory contained in a field on a form. It might be necessary to choose the same
install directory path as the current production server. This is usually a consideration when using the pre-5.5 Remedy
ISTM applications. Check any documentation you have for you current server to confirm as this normally is not important
If you are not using the ITSM Applications. Remember that any workflow doing a Run Process that references a file in a
particular path will also have to be moved separately to the new server in order for the particular Run Process to function
(e.g. the file must exist in the path specified). Consider this is you have workflow running arsignal.exe or another process
in the AR Server install directory.
8. Assuming you are not using the ITSM Applications and began at Step 6 above, install the Admin Tool on the target
server. Login with the License Tool and apply licenses to the target server if necessary. Once the server is licensed, test
that you can login and verify the licenses are recognized.
If you are using the ITSM Applications, then you have already licensed your server. Test again and make sure the server
is recognizing the licenses. If not, try deleting a file call multilicense located in C:\Program Files\Common Files in either
the AR System or Remedy subdirectories. Next, restart Remedy services and see if the server recognizes that it is
licensed. If not, then try reapplying the licenses or contact Support.
NOTE: Verifying that AR Server is licensed is normally done by logging into the Admin Tool. With an unlicensed server,
logging into the Admin Tool gives a message saying the server is ready for use and evaluation without purchasing a
license key.
ADDITIONAL NOTE: If you install a client on the server, do not install any client into the AR Server installation directory.
9. Install the clients (User & Admin tools) and verify you can login and that the data is intact. Test submitting, modifying,
searching and deleting if necessary. Perform known actions to cause workflow to fire. Enable logging if problems are
suspected. Check the arerror.log (always enabled) for any general server errors.
10. Assuming you found server name references in the definitions from your current production server, they would exist on
the development server as well since the database was restored/imported from production. Refer to the ARClean
document for more information on this specific procedure (KB ID 12219).
11. Install the Email Engine if you havent already as part of the AR Server installation. In a development environment, this
may be optional. Again, check with Support as to the latest patch level for the Email Engine. There are patches, such as
patch 1291, that contain the full installation of the Email Engine which also contains the latest patch files.
NOTE: During the Email Engine installation, you will be prompted to enter an Application Password if you have one
configured. Leave this blank as you likely will not have configured an application password at this time. Also, the install
will ask you if you would like to configure an incoming or outgoing mailbox. Answer "No" to this question until youve had a
chance to review the Email Engine Guide or speak with Support.
12. Configure AR Server. Most of the information in the Admin Tool under File->Server Information is stored in a file called
ar.cfg in the AR Server install directory. It is not stored in the database. Therefore, it will be necessary to configure AR
Server as you had it on the original AR Server. Do this now. Common examples include the Allow Unqualified Queries
checkbox, Fast/List thread configurations, timeouts, external authentication, etc.
NOTE: Some configurations like Fast and List threads may not be necessary if setting up a development server.
13. Test. Test. Test. Bring multiple users online. If everything looks ok, it is recommended to create a database backup
immediately so that you can quickly recover to this point in time, if necessary.