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Kinetic SR Upgrade Guide - v5.0.3




KINETIC SR (Survey and Request)


Upgrade Guide

Version 5.0.3 (from V5.0.2)


Revised June 15, 2011



© 2011, Kinetic Data, Inc.

Kinetic Data, Inc, a BMC Software® Solutions Partner.

Remedy, a BMC Software Company

Remedy, the Remedy logo and all other Remedy product or service names and registered trademarks are trademarks of BMC Software, Inc.




Chapter 1     Overview

Kinetic SR (Survey and Request)


The following guide describes the process for upgrading from Kinetic Survey/Request version 5.0.2 to Kinetic Survey/Request Version 5.0.3.  If you are running Kinetic Survey/Request prior to V5.0.2, please contact Kinetic Data support before proceeding.

To upgrade Kinetic SR software, an installer must be an AR System Administrator and have some knowledge and access to your intended Web server.  It may be necessary to get the help of a web server administrator for the web application portion of the upgrade.

This manual is intended for AR System administrators, not users or managers.

This installation and configuration guide is applicable to both Kinetic Survey and Kinetic Request.  References will be to both applications, simultaneously, as Kinetic SR

Upgrade Overview

The process to upgrade consists of the following steps:

1.      Import the ARS .def definition file.

2.      Import the Kinetic SR data files.

3.      Update the web application.

Pre-requisites For Upgrade & Version 5.0.3

§  BMC Remedy AR Server 6.3 or greater.

§  A 32-bit Servlet Engine such as Apache Tomcat 5.5 or Apache Tomcat 6.0 with a 32-bit JDK version 1.5 or above.

§  Currently running Kinetic SR Version 5.0.1 or greater.

New Features

Most of the items in the 5.0.3 release are bug fixes, however there have been a few minor features added as well.  This section will attempt to explain the features that were added in this release.

Task Tree Changes

Service items now support multiple Kinetic Task trees, and multiple task tree types.

Task Tree types can be managed from the Configuration Manager, under the Configuration Items tab.  Two task tree types are available out of the box: Create and Complete.  A Create task tree will run when a Kinetic Request submission base record has been created.  A Complete task tree will run when all pages of a Kinetic Request submission have been submitted, and the user has been presented with the confirmation page.

Custom task tree type configuration items can be added by the customer to complement Create and Complete trees, but the customer is responsible for determining when a trigger record should get created to run the tree.  For example, the customer would have to create a Remedy filter to generate the trigger record that would run the custom tree type.  This filter must be programmed to run only when the appropriate conditions are met, and must also ensure that the tree is only initiated once per submission.  If the same task tree is run multiple times for the same submission, the task engine will error and refuse to run the tree a second time.



For customer service support, go to the support section of our Web site or call 651-695-8566

Chapter 2     Upgrade Process


IMPORTANT:  As with any upgrade, you should make the appropriate backups prior to undertaking the upgrade.


In addition, read through the upgrade process so you understand what will be taking place throughout the process.


Upgrade the Definitions and Configuration Data


Import ARS Definition File

Using the AR System Administrator tool, or the BMC Remedy Developer Studio, import the definition file found in the ARS folder of the installation package.  Make sure to select the “Replace objects on the destination server” checkbox before importing the files. 


  • KineticSR_502_to_503_changes.def


Import ARS Data Files

Using the AR System Import tool, or BMC Remedy Data Import Tool, import the following data files found in the Data folder of the installation package.  The files should be imported to the form with the same name as the file name without the extension.  On the duplicate records tab, ensure that the option to generate new records is selected.


  • KS_ACC_MessageText.arx
  • KS_ACC_Menu
  • KS_SRV_ConfigurationValue


Before importing the KS_ACC_Schedule.arx file, please check if the ‘Template Delete’ record exists.  If it does, this file does not need to be imported.

  1. Using the Remedy User tool or the Mid-Tier, open the KS_ACC_Schedule form, and search the form where ‘Usage System’ = “Template Delete”
  2. If the record exists, you are finished importing data and can continue with the next section ‘Update the Web Application’.
  3. If the record does not exist, you need to import the KS_ACC_Schedule.arx file, again ensuring the Import tool is configured to generate new records.



Update the Web Application

Be sure to back up the current ‘kinetic’ directory prior to performing this upgrade.  In a Tomcat environment, this directory is often located at <tomcat_home>/webapps/.  If you have customized any of the out of the box web files, such as JSPs, you will need to copy them back in place once you have completed the upgrade.


There are two ways to update the web application, the first is to copy the new web application folder over the existing web application, and the second is to deploy the new war file.


The new web application is provided in the upgrade zip package.  Simply unzip the file and navigate to the Web directory within this archive.  You will see a directory named ‘kinetic’, and a file named ‘kinetic.war’.



Method 1 – Copy over the  Web Application directory

  1. Stop your Java Servlet Container
  2. Navigate to the unzipped upgrade archive location.
  3. Copy the ‘kinetic’ directory en-masse over the existing directory in your Java Servlet Container’s deployment directory.  On Tomcat, this would be the <tomcat_home>/webapps/ directory.
  4. It is always a good idea to clear out the cached JSP files.  On Tomcat, this would be the <tomcat_home>/work/Catalina/localhost/ directory.
  5. Start your Java Servlet Container


Method 2 – Deploy the Web Application Archive (war) file.

This method may vary depending on your Java Servlet Container.  Provided are the steps to deploy in Tomcat.

  1. Navigate to the unzipped upgrade archive location.
  2. Copy the ‘kinetic.war’ file to the deployment directory.  On Tomcat, this would be the <tomcat_home>/webapps/ directory.
  3. If you have any customizations to the web application, such as custom classes or JSP pages, you will need to copy these items back into the deployed application.
  4. Depending on your web server configuration, you may need to stop and then restart the Servlet Container service.



That’s it.  Your upgrade is complete!