Clarity SaaS Upgrade

Overview
This section provides information about the upgrade process, planning considerations, and service changes. 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 on Clarity Community.
SaaS Upgrade Process
Let's look at the average timeline and high-level process to complete an upgrade.
Week 1
Week 2
Week 3
  • Non-production upgrade begins
  • Broadcom validation testing
  • Customer testing
  • Customer testing continues
  • Bottleneck issues are reported and resolved
  • Overall testing is completed and any issues are resolved
  • Production upgrade schedule is confirmed
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 the production environment. It is recommended you don't make significant configuration changes to the 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 upgrade the non-production environments using existing data. 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 the non-production environment scheduled for the upgrade. It may take at least 2 business days of lead time for the refresh requests to complete.
Failure to upgrade the non-production environment may result in unexpected and blocking issues in the production environment upgrade.
Testing and Issue Remediation Duration
You can remediate the blocking issues encountered during testing to ensure there are no open issues prior to the scheduled production upgrade.
Non-Production Validation
Scheduling
You will receive a maintenance notification at least 1 week in advance of the scheduled upgrade date. Non-Production upgrades are scheduled on weekdays. To review the scheduled releases, see Upgrade Schedule for Clarity SaaS.
Non-Production Upgrade
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.
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. All the blocking issues will be resolved prior to the scheduled production upgrade.
Production Upgrade
You will receive a second notification email at least 1 week in advance of the scheduled upgrade date. Typically, the production environment upgrade begins on a Friday after the business hours and completes by the end of the next day (Saturday). You will receive an email notification that the environment is ready for testing and use after the production environment upgrade is completed. Create a Severity 1 ticket if you identify a major issue with your post-upgrade production environment and require immediate assistance. If you encounter a major defect during an upgrade or subsequent testing, and it is unresolvable within the upgrade timeline, a rollback to the previous version state is processed. The rollback contains all the data and configuration prior to the production upgrade.
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 the 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
Suggested Pre-Upgrade Preparation Tasks
  • Finalize development, promote to production, and avoid further significant changes
  • Request refresh of production to the non-production environment(s)
    • Required 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
  • Review the upgrade process
    • Provides guidance on what to expect during the upgrade
    • Provides high-level timeline
  • Review Release Notes for changes to assess impacts
    • Components – Reports, Portlets, Processes, Jobs or Interfaces
    • Training Materials – Manuals, Guides, On-Line
    • Add-Ins – New or Updated Components
Non-production environment tasks
  • Perform Regression Testing (as needed)
    • Execute regression testing to fully test any updated functionality that you utilize as per the Release Notes and Change and Impact guide.
    • Keep a list of additional issues or changes
  • 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
  • Apply selected add-Ins, as applicable
  • 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
    • List all updates done in Non-Production for implementation post the Production upgrade
    • Identify any testing or validation that needs to be done post the Production upgrade
Pre-production 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 are resolved
  • Create a short interval schedule for upgrade
    • Needed if several components need to be updated after upgrade
    • Ensures that the right people are available to perform the task or for validation
Production environment tasks
  • Once the upgrade is complete, test and perform post-Production 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
For any environmental issues needing resolution, open a new, separate support ticket for each issue