Clarity SaaS Upgrade

Overview
This section provides information about the upgrade process, planning considerations, and service changes. In addition to this section, review the following documents to prepare for the upgrade:
  • Release Notes: Describes new enhancements, changes to third-party software support, and other information specific to the release 
  • Change Impact and Upgrade Guide: Provides technical information specific to the release and highlights user actions. Also provides insights for the upgrade, training, and roll-out efforts.
You can post questions, share ideas, and information regarding upgrades in the Clarity Community.
SaaS Upgrade Process
Let's look at the average timeline and the high-level process to complete an upgrade.
Week 1
Week 2
Week 3
  • Non-production upgrade begins
  • Broadcom environment validation testing
  • Customer testing
  • Customer testing continues
  • Blocking issues are resolved
  • Overall testing is completed
Process and Best Practices for Upgrades
Configuration Stability During Upgrade Cycle
A stable configuration is recommended during the upgrade cycle to minimize risk and adhere to best practices. Prior to the upgrade cycle, complete all the configuration changes and migrate to your production environment. It is recommended you don't make significant configuration changes to your production system during the upgrade cycle.
Any significant configuration change during the upgrade cycle may result in unexpected issues in the production environment.
Non-Production Environment Refreshes
You can allow the upgrade of your non-production environments using existing data. However, in order to minimize risk and ensure a successful production upgrade, it is recommended that your organization creates a support ticket and requests the production data to be refreshed into at least one of your non-production environments prior to the upgrade. It may take at least 2 business days of lead time for the refresh requests to complete.
Testing and Issue Remediation Duration
You can remediate any blocking issues encountered during testing to ensure there are no significant open issues prior to your scheduled production upgrade.
Non-Production Validation
Scheduling
To review the scheduled releases, see Upgrade Schedule for Clarity SaaS.
Non-Production Upgrade
You will receive a maintenance notification approximately one week in advance of the scheduled upgrade date. Additionally, you will receive a notification one hour ahead of the upgrade start time.
Upon completion, you will receive an email confirming the delivery of your upgraded non-production environment. The upgrade requires approximately 24 hours to be completed. You can also review the status of your upgrade on the Clarity SaaS Service Status page (only users who have subscribed to the page will receive notifications).
Testing Best Practices
Use the upgraded non-production environment to get familiarized with the new features, test any expected bug resolutions, and update or create the test scripts to perform unit, regression, and user acceptance testing. It is recommended you test the new or changed functionalities. You can refer the following testing guidelines and recommendations:
  • Test scripts developed during the initial implementation
  • Applicable bug fixes
  • New functionality you plan to deploy
  • Custom reports
  • Data integrations Custom Processes with GEL scripting
  • Custom Portlets with NSQL data providers
  • Add-in packages and related configurations
Reporting and Resolving Issues
Create a support ticket to log any issues encountered during testing and ensure appropriate resolution is provided. Mention in the support ticket explicitly if the issue is an upgrade blocking issue.
Production Upgrade
You will receive a notification email approximately 1 week in advance of the scheduled upgrade date. Additionally, you will receive a notification 1 hour ahead of the upgrade start time. Upon completion, you will receive an email confirming the delivery of your upgraded production environment upgrade. You can also review the status of your upgrade on the Clarity SaaS Service Status page (only users who have subscribed to the page will receive notifications).
Create a Severity 1 ticket via phone, if you identify a major issue with your post-upgrade production environment and require immediate assistance.
Other service changes and considerations
New User Interface
Once enabled, you can access the Clarity new user interface from the URL: https://<servername>.ondemand.ca.com/pm
If you are utilizing the IDP federated single sign-on and you want your users to access the new UI by default, your company’s identity management team may need to generate a new link such that the “/pm” is appended to the target URL.
Clarity Add-In Impact
As part of the upgrade, all the previously installed add-ins are upgraded. However, the updates are not applied to preserve the existing view configurations. You can review the upgraded add-ins and apply them using the Add-In Details page in Clarity Studio. For each add-in, review the Add-Ins section and Integrations section to decide which upgraded views should be applied and which ones should be adjusted manually.
Applying a view overwrites the configuration of the existing view. The only way to restore overwritten views a complete environment is to restore or manually recreate the view.
Frequently Asked Questions
To quickly get answers to the most common questions, see Frequently Asked Questions (FAQ).
SaaS Upgrade Responsibilities
Broadcom Upgrade Team
  • Physical upgrade of customer environment
  • System testing and validation
  • Resolution of any system or environment issue
Customer
  • Understand and manage the upgrade process
  • Create and execute an upgrade plan
  • Perform unit testing, regression testing, and user acceptance testing
  • Identify and resolve non-standard component compatibility issues
  • Update personalized training materials
  • Track, manage and perform post-upgrade tasks
SaaS Upgrade Checklist
1. Non-Production (Sandbox) Environment(s) Upgrade Preparation Tasks
Functional
Technical
  • Finalize development, promote to production, and avoid further significant changes until production upgrade is complete
  • Request refresh of production to the non-production environment(s)
    • Recommended to refresh the Non-Production Environment and is strongly suggested
    • Necessary in order to test Production dataset upgrade on your non-Production environment(s)
    • File a Support Ticket for each non-Prod environment requesting the refresh
  • Note that reporting content is not copied by this process and should be moved manually if necessary
  • Pause all Scheduled and Waiting jobs
    • Allow processing jobs to complete (especially checking for the Time Slicing job which runs frequently), then pause those scheduled instances as well.
  • If you have any PMO Accelerator reports scheduled via Clarity Reports and Jobs, it's recommended to XOG these out due to a known issue as they may get cancelled as part of the upgrade. You can then XOG them back in post-upgrade. See Jasper Reports Cancelled after Upgrade for more details.
  • Complete in-flight processes and put all processes on hold.
  • Ensure you (and anyone doing validation testing during the weekend of the upgrade) have access to the Clarity SaaS Service Status page.
  • Important: Closely review any SaaS communications received prior to your upgrade for any explicit instructions post-upgrade. If these steps aren't completed, it may result in observed issues within the application post-upgrade.
2. Non-production (Sandbox) environment(s) upgrade tasks
  • During the Upgrade:
    • Review the Clarity SaaS Service Status page which will reflect the availability of your environment once the upgrade is completed. Note that the environment may become available intermittently while upgrade tasks are being performed. The system is considered completed only upon receipt of the completion notification as well as the status listed on the Clarity SaaS Service Status page. Please do not open a support ticket to check on the status of the upgrade.
  • Post Upgrade:
    • Technical Tasks
      • Jobs:
        • Resume all the paused jobs
        • Check for any scheduled jobs that may have been cancelled (see Jasper Reports Cancelled after Upgrade for more details). If yes, reschedule these. This includes processes that use these jobs in action steps.
        • Check for any jobs that were scheduled to run during the upgrade that may be required to be manually run in order to see reporting data if the scheduled time frame is passed. For example, a Job scheduled for 12/14/20 at 3 am ET with the upgrade completed at 12/14/20 at 5 am ET - this job would need to be manually run if the required data for that scheduled instance is needed.
      • Resume any processes put on hold.
      • Clear Your Browser Cache to avoid any general errors or issues.
      • Review and complete applicable post-upgrade steps. See End Here: Common Steps After All New Installs and Upgrades
      • Check the Clarity SaaS Service Status page to ensure the upgrade has fully completed prior to beginning any testing. If a job is failing, you can't access the system, reports aren't showing data, etc. it may be because the upgrade isn’t fully completed.
      • Apply selected add-ins, as applicable
    • Functional Tasks:
      • Perform Regression Testing
      • Update non-standard components and other issues
        • Engage appropriate resources to update custom components (reports, interfaces, extracts…) if needed
        • Keep a list of all fixes that have been applied
        • Resolve any other issues identified
      • Perform UAT testing
        • Run UAT scripts to validate the upgrade
        • Have users try out the new version and give feedback
      • Create a migration plan and post-Production upgrade checklist that:
        • Lists all updates/actions performed during the Non-Production for implementation post the Production upgrade
        • Identifies any testing or validation that needs to be done post the Production upgrade
3. Production environment Pre-Upgrade Tasks
  • Training and Change Management
    • Finalize any training material updates if needed
    • Schedule training if needed
  • Validate readiness for the production upgrade date provided
    • Validate that your resources are available
    • Validate all reported blocking issues from the non-production upgrade are resolved
  • Create a short interval schedule for upgrade
    • Needed if several components need to be updated after production upgrade
    • Ensures that the right people are available to perform the task or for validation
4. Production Environment Upgrade Tasks
  • During the upgrade:
    • Review the Clarity SaaS Service Status page which will reflect the availability of your environment once the upgrade is completed. Note that the environment may become available intermittently while upgrade tasks are being performed. The system is considered completed only upon receipt of the completion notification as well as the status listed on the Clarity SaaS Service Status page. Please do not open a support ticket to check on the status of the upgrade.
  • Post Upgrade:
    • Test and perform post-Production upgrade checklist tasks you documented from your Non-Production testing.
    • Perform final environment validation.
    • Report any blocking issues via a severity 1 support ticket and resolve any such issues prior to releasing the upgraded environment to your end-users.
    • Release the upgraded environment to your end-users.
For any environmental issues needing resolution, open a new, separate support ticket for each issue