This documentation applies to the 8.0 version of Remedy Action Request System, which is in "End of Version Support." You will not be able to leave comments.

To view the latest version, select the version from the Product version menu.

Patch 1 for version 8.0.00: 8.0.00.001

This topic contains information about fixes and updates in this patch, and provides instructions for downloading and installing the patch. It is organized as follows:

Notes

  • You can install this patch only on 64-bit computers, not 32-bit.
  • You must have installed BMC Remedy Action Request (AR) System 8.0.00 before running the patch installer.
  • When the AR System patch is being applied, the patch installer restarts the AR System server as part of the installation process.
  • After you apply the patch to the BMC Remedy Mid Tier, flush the mid-tier cache.
  • For a list of AR System files that are updated by Patch 1, download and unzip ARSystem8000Patch1FileList.zip. This zip file contains lists for all supported platforms.

Corrected issues

Known issues

Reviewing the patches currently installed on your computer

To review all the current patches installed on your computer, perform the following steps:

  1. Open the Maintenance Tool (installed under C:\Program Files\BMC Software\ARSystem\arsystem).
  2. Click Browse to Log.
  3. Scroll through the Navigation pane to find the <Product>InstalledConfiguration.xml file for the product patch that you installed.
    For example:
    C:\Program Files\BMC Software\ARSystem\ARSystemInstalledConfiguration.xml
    C:\Program Files\BMC Software\BMCServiceRequestManagement\BMCServiceRequestManagementInstalledConfiguration.xml
  4. Double-click the file to open it in the Maintenance Tool.
  5. Click the Product Feature Map tab.
  6. Under Updates, review the patches installed on your computer (for example, Patch 003).
    (Click the image to expand it.)

Installing the patch and reviewing the results

The patch installer determines which modules are already installed on the target computer and then applies the patches only to those modules. For example, if you run the AR System patch installer on a computer that is running only the AR System server, then only the fixes relevant to the AR System server are applied.

(Click the image to expand it.)



Note

In an AIX environment, when the patch installer tries to replace a file, you might get the following error:
java.io.FileNotFoundException: /data1/bmc/ARSystem/bin/ServerAdmin.a (Text file busy).

This happens when some processes have not ended when the BMC Remedy AR Service is stopped during installation. To avoid this issue, you must perform the following steps:

  1. Stop the BMC Remedy AR Service manually.
  2. Ensure that no AR Service-related processes are in the running state. If a process is in the running state, you must stop it.
  3. Restart the BMC Remedy AR Service.
  4. Apply the patch.

Before you begin

You must disable escalations before you install the patch.

  1. Open the BMC Remedy AR System Administration Console.
  2. Open Server Information.
  3. Click the Configuration tab.
  4. Select Disable Escalations.
    (Click the image to expand it.)
  5. Click OK.

To install the patch and review the results

  1. Download the patch installer from the BMC Electronic Product Download site, or navigate to the installation directory on the CD.
  2. Unzip the suite installer.
  3. Navigate to the Disk 1 folder.
  4. Start the installer:
    • For Windows, run setup.cmd.
    • For UNIX, log on as root and run setup.sh.
  5. In the lower right corner of the Welcome panel, click Next.
  6. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
  7. On the Patch contents panel, review what is included in the patch, and then click Next.
  8. On the BMC Remedy AR System User Inputs panel, review the AR System server values, and then click Next.
  9. On the Installation Preview panel, review the list of patch fixes that you are installing, and then click Install.
  10. When the patch installation is finished and the Installation Summary panel appears, click View Log to review the SEVERE error messages or warnings in the product installer log.
    See whether errors are due to network, host, or other environment-related issues.
    The installation log is located in the %TEMP% folder of your computer. For example:
    C:\Users\Administrator\AppData\Local\Temp\arsystem_install_log.txt
    C:\Users\Administrator\AppData\Local\Temp\bmcservicerequestmanagement_install_log.txt
  11. Close the log when you finish.
  12. Click Done to exit the patch installer.
  13. Use the Maintenance Tool to review the patch information.

    Note

    Ensure that you re-enable escalations after you finish installing the patch.

Performing a silent installation

  1. Use the Maintenance Tool to create an encrypted password.
  2. Create a text file called Options.txt and add the following options that correspond to user inputs.
    -J BMC_AR_USER=<AR System Admin User>
    -J BMC_AR_PASSWORD=<AR System User Password>
    -J BMC_AR_PORT=<AR System TCP Port>
    -J BMC_AR_SERVER_NAME=<Server Alias> 
    
    For example:
    -J BMC_AR_USER=Demo
    -J BMC_AR_PASSWORD=DES\:51208e44b3bc2f3808839e457d4e2050
    -J BMC_AR_PORT=0
    -J BMC_AR_SERVER_NAME=vw-sjc-aus-idd04
    
  3. Open a command window and navigate to the Disk 1 folder.
  4. Run the installer with the -i silent option:
    • For Windows:
       
      setup.cmd -i silent -DOPTIONS_FILE= <pathToFile>\Options.txt
      
    • For UNIX:
       
      setup.sh -i silent -DOPTIONS_FILE= <pathToFile>/Options.txt
      
      You must use an absolute path to the Options.txt file.
  5. Use the Maintenance Tool to review the patch information.

Reconciling your customizations

For information on reconciling your customization, see Comparing objects after you upgraded with overlays already present. Make sure to perform the mandatory step of reconciling after an upgrade with overlays already present.

If you use the object modification log, see Object modification log for information about obtaining a list of modified objects after you apply the hotfixes. Alternatively, if there are objects modified by the patch, a Bill of Materials file (BillofMaterials.txt) will be available to identify the affected objects.

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