Splunk® IT Service Intelligence

Install and Upgrade Manual

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Splunk IT Service Intelligence version 4.3.x will no longer be supported as of July 17, 2021. See the Splunk Software Support Policy for details. For information about upgrading to a supported version, see Before you upgrade IT Service Intelligence.
This documentation does not apply to the most recent version of ITSI. Click here for the latest version.
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Upgrade IT Service Intelligence in a search head cluster environment

After you deploy the new IT Service Intelligence (ITSI) version to cluster members, you must also upgrade your indexers and ITSI license components.

Before upgrading

Perform the following steps before upgrading your search head cluster to the most recent version of ITSI:

  1. Unzip and run the following script on the search head: Check_kpi_entity_configs.zip. The script outputs a list of entities that might break as a result of the strict entity association change described in Removed features in IT Service Intelligence.
  2. Make sure no service templates are syncing. Check the sync status of service templates by clicking Configure > Service Templates from the ITSI main menu.
  3. Perform a full backup of the search head. For information, see Back up and restore ITSI KV store data. To back out of the upgrade, you must restore the prior version of Splunk IT Service Intelligence from a backup.
  4. If you've made any changes to the itsi_rules_engine.properties file, make a copy of it before upgrading. Upgrading overwrites any changes you made. After the upgrade is complete, you must re-implement any changes you made to the file.
  5. Make sure the Splunk admin role inherits from the itoa_admin role. The default settings for admin role inheritance for ITSI are contained in authorize.conf. Problems can occur when these settings have been modified in a local version of the file.
  6. Review the compatible versions of the Splunk platform. See Splunk Enterprise system requirement.
  7. Review the hardware requirements to make sure that your server hardware supports ITSI. See Planning your hardware requirements.
  8. Review known issues with the latest release of IT Service Intelligence. See Known issues in Splunk IT Service Intelligence in the Release Notes.
  9. Review removed features in the latest release of IT Service Intelligence. See Removed features in the Release Notes.
  10. Check KV store size limits. The limit of a single batch save to a KV store collection is 500 MB. Check the total amount of data that your services contain, and, if necessary, increase the max_size_per_batch_save_mb value in $SPLUNK_HOME/etc/apps/SA-ITOA/local/limits.conf as follows:
    max_size_per_batch_save_mb = [new value]

Step 1. Deploy the new version to the cluster members

Use the deployer to distribute the new version of ITSI to search head cluster members, the same way you initially deployed ITSI on the search head cluster. A migration script runs on the captain after upgrading. The upgrade then propagates to all other cluster members.

  1. Log in to splunk.com with your Splunk.com ID.
  2. Download the latest Splunk IT Service Intelligence product.
  3. Untar the ITSI installation package into $SPLUNK_HOME/etc/shcluster/apps/. For example:
    tar -xvf splunk-it-service-intelligence_<latest_version>.spl -C $SPLUNK_HOME/etc/shcluster/apps/

    On Windows, rename the file extension from .spl to .tgz first and use a third-party utility like 7-Zip to perform the extraction.

  4. Run the splunk apply shcluster-bundle command on the deployer:
    splunk apply shcluster-bundle -target <URI>:<management_port> -auth <username>:<password>
  5. Restart Splunk. For example:
    cd $SPLUNK_HOME/bin
    ./splunk restart

When you restart Splunk Enterprise after installing the new files, a migration script runs to migrate existing ITSI knowledge objects to the new version. To check migration related logs, run the following Splunk search:

index="_internal" source= "*itsi_upgrade.log*"

For more information, see Use the deployer to distribute apps and configuration updates.

Step 2. Upgrade indexers

For non-clustered distributed environments, copy the SA-IndexCreationfile to $SPLUNK_HOME/etc/apps on each indexer in your deployment.

If you have an indexer cluster, use the configuration bundle method to replicate SA-IndexCreation across all peer nodes. On the master node, place a copy of SA-IndexCreation in $SPLUNK_HOME/etc/master-apps/. For information about updating peers in an indexer cluster, and for CLI instructions, see Manage app deployment across all peers in the Splunk Enterprise Managing Indexers and Clusters of Indexers manual.

Step 3. Upgrade ITSI license components

When you upgrade Splunk IT Service Intelligence, you must also upgrade SA-ITSI-Licensechecker and SA-UserAccess on any license master in a distributed or search head cluster environment.

If one of the search heads in your environment is also a license master, the license master components are upgraded when you upgrade ITSI on the search heads.

Last modified on 15 January, 2020
Upgrade IT Service Intelligence on a single instance
Troubleshoot an upgrade of IT Service Intelligence

This documentation applies to the following versions of Splunk® IT Service Intelligence: 4.2.0, 4.2.1, 4.2.2, 4.2.3, 4.3.0, 4.3.1

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