Upgrade the Splunk Add-on for BMC Remedy

There are additional required steps in order to upgrade from older versions of the add-on.

FOR SOAP ACCOUNTS

If you are using a self-signed certificate for your Remedy servers, but did not create a splunk_ta_remedy_settings.conf in the local folder of the TA and the certificate is present at /etc/ssl/ca-bundle.crt, you will need to follow the below steps.

FOR REST ACCOUNTS

If you are using a self-signed certificate for your Remedy server and the certificate is present inside the certifi library folder, the certificate will be lost on upgrade. In version 5.2.0, we add support for a parameter called 'ca_certs_path' where you can specify the custom path for your self-signed certificate. Follow the below steps after upgrade if you are using a self-signed certificate for REST accounts.

Steps to configure a self signed certificate:

1. Navigate to $SPLUNK_HOME/etc/apps/Splunk_TA_remedy.
2. Create a new <certs_file>.pem file and add the content of the new certificate. Append the new certificate content if the file is already present.
3. Copy the splunk_ta_remedy_settings.conf present in the default folder into the local folder.
4. Add the ca_certs_path parameter value as below:

[additional_parameters]
ca_certs_path=/opt/splunk/etc/apps/Splunk_TA_remedy/custom_ca_certs.pem # 
<absolute path to the <certs_file>.pem file>

1. Save your changes.
2. Restart your Splunk instance.

Recommendation: Users should switch to REST configurations from existing SOAP configurations, as Splunk will retire SOAP configuration from the add-on in the future. The add-on supports all existing functionality using the new REST custom commands and alert actions.

Upgrade from version 3.0.1 to version 4.0.0

Reconfigure Remedy Account

After upgrading, if you Remedy Account was previously configured, then you have to re-enter your password. To reconfigure the account, follow the below steps:

1. In Splunk Web, click Apps > Splunk Add-on for BMC Remedy to launch the Splunk Add-on for BMC Remedy.
2. Click Configuration Tab > Account.
3. If your account fields are already populated, then delete and re-enter your password.
4. Click Save

Reconfigure Proxy

After upgrading to the latest version of the Splunk Add-on for BMC Remedy, if your proxy was previously configured, then you must re-enter the proxy password. To reconfigure the proxy perform the following steps:

1. In Splunk Web, click Apps > Splunk Add-on for BMC Remedy to launch the Splunk Add-on for BMC Remedy.
2. Click Configuration Tab > Proxy.
3. If your proxy fields are already populated, then delete and re-enter your password.
4. Click Save

Upgrade from version 2.1.0 to version 3.0.0

Upgrading from version 2.1.0 to version 3.0.0 requires no additional steps to be performed. Use the installation steps in the Install topic in this manual.

Reconfigure Remedy Incident Integration alert actions

After upgrading, if the Remedy Incident Integration alert action was previously configured, then the user has to reconfigure the already configured Remedy Incident Integration alert action. To reconfigure the alert action follow below steps:

1. In Splunk Web, click on Apps > Splunk Add-on for BMC Remedy to launch the add-on.
2. Click Settings > Searches, reports, and alerts, then select Alerts in the Type filter to view all the configured alerts.
3. Click on Edit > Edit Alert to reconfigure the alert. Repeat this step for each listed alert.
4. Enter values for the fields to specify parameters for your incident.
   • Correlation Id: A free-form descriptive label that uniquely identifies and ties to an incident record in the Remedy system.
     • If a correlation ID does not exists in Remedy, a triggered alert will create a new incident in Remedy
     • If a correlation ID already exists in Remedy, a triggered alert will update the corresponding incident already created in Remedy.
       You can use variables (surrounded by two $ signs) when defining this field to dynamically generate IDs for triggered alerts. For example: Remedy_$result.event_id$.
   • Summary: A brief description of the incident, mandatory for creating new incidents.
   • Configuration Item: The item defined in the Remedy system that you want to create or update incident for. If the value you enter does not exist in Remedy, this field will be ignored when an incident is created or updated.
   • Impact: Incident impact level.
   • Urgency: Incident urgency level.
   • Status: Select this option if you want to set the incident to the Resolved in Remedy.
   • Status Reason: A brief explanation of the incident status. When the Status field is set to Resolved, this field is required.
   • Work Info: Work information around the incident.
5. Click Save

Upgrade from version 2.0.0 to 2.1.0

The Splunk Add-on for BMC Remedy does not support upgrades from version 2.0.0 to 2.1.0. Versions 2.0.0 and 2.1.0 have the following differences.

• Different setup pages
• Configuration files
• Package structuring
• Stanza names
• Parameter names

To upgrade from version 2.0.0 to version 2.1.0, remove version 2.0.0 from your Splunk platform deployment, before installing and configuring version 2.1.0. See the Install the Splunk Add-on for BMC Remedy section of this manual for installation instructions.

Back up the $SPLUNK_HOME/etc/apps/Splunk_TA_remedy directory before removing it from your Splunk platform deployment in order to prevent loss of data.

Upgrade from version 1.0.0 to 2.0.0

The Splunk Add-on for BMC Remedy version 1.0.0 and 2.0.0 support different versions of BMC Remedy products and use different setup pages to configure the add-on. Upgrading the add-on from version 1.0.0 to 2.0.0 requires a re-configuration of the add-on using the new setup page and overwrites the remedy.conf file configured in version 1.0.0.

1. Back up remedy.conf configured in the Splunk Add-on for BMC Remedy 1.0.0.
2. Install the Splunk Add-on for BMC Remedy 2.0.0.
3. Set up the Splunk Add-on for Remedy. Any settings previously configured in version 1.0.0 will be overwritten.
4. (Optional) If you want to reuse any previous settings configured in version 1.0.0, such as custom Remedy WSDL URLs, copy the corresponding lines from the file backed up in step 1 to the remedy.conf file configured for version 2.0.0.