This documentation applies to the 8.1 version of Remedy Action Request System, which is in "End of Version Support."

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

Patch 1 for Service Pack 1:

This topic contains information about fixes and updates in this patch, and provides instructions for downloading and installing the patch.


  • You can install this patch on 64-bit computers, not 32-bit.
  • You must have installed BMC Remedy Action Request (AR) System 8.1 Service Pack 1 before running patch installer.
  • When the AR System patch is being applied, the patch installer restarts the AR System server as part of the installation process.
  • The patch installer does not use Install Anywhere Framework and is not affected by the IATEMPDIR system variable. If the default %TEMP% directory has insufficient space, increase the available space or change its location.
  • Ensure that all the AR System objects, such as forms and workflows, have been released before you apply patch.
  • After you apply the patch to the BMC Remedy Mid Tier, flush the mid-tier cache and delete the content from the following folders:
  • The patch contains only BMC Remedy Mid Tier fixes.

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 001).
    (Click the image to expand it.)

Installing the patch and reviewing the result

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.


If you install the patch using the SSI installer, ensure to add the following in the ARSystemInstalledConfiguration.xml before you begin the patch installation.

<productFeature backupOnUpgrade="false" id="featureDeveloperStudio" independentOfChildren="true" parent="featureARSystemClients"
rebootRequiredOnInstall="false" rebootRequiredOnUninstall="false" rebootRequiredOnUpgrade="false" requiredDiskSpaceMode="default"
requiredRAMMode="default" state="INSTALLED" visible="true">
    <version majorVersion="1" minorVersion="01" releaseVersion="8"/>
        <requiredDiskSpace id="default" size="123 MB"/>
        <requiredDiskSpace id="backup" size="0 bytes"/>
        <requiredDiskSpace id="temporary" size="0 bytes"/>
        <requiredRAM id="default" size="512 MB"/>

To install the patch and review the result


You must disable the escalations before you install the patch.The instructions to disable the escalations are provided in Disabling escalations.

If you are installing the patch on a server group, you must disable escalations only while installing the patch on the administrator server.

  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

  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 Installation Preview panel, review the list of patch fixes that you are installing, and then click Install.

  9. 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:



  10. Close the log when you finish.

  11. Click Done to exit the patch installer.


    Ignore the AR System server version Patch id = 001 in the ARSystemInstalledConfiguration.xml file, after you finish installing the patch.

  12. Use the Maintenance Tool to review the patch information.


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

To install the patch on a server group

To install the patch on a server group, perform the following steps:

  1. Shut down all of the non-administrator servers in the server group.
  2. If you have configured a load balancer, disable the administrator server on the load balancer.
  3. Remove the administrative server from the server group.
  4. Disable escalations, by following the instructions that are provided in Disabling escalations.


    If you retain the administrative server in the server group and try to disable the escalations, the server generates the following error:

    This configuration setting is not allowed when the server is a member of a server group : 143 (ARERR 3324)

    Since the server is a primary server and it owns the escalation operations, ensure that you remove the server from the server group and then disable the escalations.

  5. Install the patch on the administrator server by following the instructions that are provided in the Installing the patch and reviewing the results.

  6. Enable escalations.
  7. Add the administrator server back to the server group.

  8. Restart the administrator server.
  9. If you have configured the load balancer, enable the administrator server on the load balancer.
  10. On each of the non-administrator servers, perform the following steps:
    1. Start the BMC Remedy AR System service.
    2. Install the patch by following the instructions that are provided in Installing the patch and reviewing the results.
    3. Enable the server on the load balancer.

Disabling escalations

To disable escalations, perform the following steps:

  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.

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: -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.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.


  1. Jan Sierens

    In the paragraph "Installing the patch and reviewing the result" the user is asked to review the version as <version majorVersion="1" minorVersion="00" releaseVersion="8"/>

    The prerequisite tells us however SP 1 should be installed. In other words 8.1.01 as the minor version indicates the service pack.

    So, I would expect to check for:

    <version majorVersion="1" minorVersion="01" releaseVersion="8"/>

    Apr 22, 2014 11:15
    1. Prachi Kalyani

      Hi Jan,

      Thanks for your comment. The version should be

      <version majorVersion="1" minorVersion="01" releaseVersion="8"/>

      I have updated the content.



      Apr 23, 2014 01:12
  2. Jose pedro Teixeira

    When deploying a war file do we need to have previously deployed SP1 before deploying patch 001? Is patch001 war a complete deployment?



    May 09, 2014 04:40
    1. Prachi Kalyani

      Hi Jose,

      Thank you for your comment. The war file for Patch 1 itself is complete deployment. You do not need to have Service Pack 1 deployed before deploying the war file for Patch 1.


      May 11, 2014 11:51
  3. Ludmila Bojova

    Is there a list of known and corrected issues only for Patch1 ? I can find such a list for SP1 but not specifically for patch1.


    thanks a lot

    Jul 09, 2014 09:00
    1. Prachi Kalyani

      Hello Ludmila,

      Thank for your comment. The Patch 1 for Service Pack 1 contains only BMC Remedy Mid Tier fixes. You can find the corrected issues for Patch 1 for Service Pack 1 on the following link:

      You can search in the Corrected in column for the fixes for Patch 1 for Service Pack 1 using the string



      Jul 10, 2014 12:46
  4. Janejit Chavanavesh

    Is this patch apply to mid-tier server which is installed separately from AR Server?

    Cause I've installed this patch on the mid-tier server, when it finished installing, I got the message on the installation summary dialog as below.


    The installation of BMC Remedy Action Request System 8.1.01 Patch 001 failed. The following features failed to install:

       BMC Remedy Action Request System


    See C:\Users\Administrator\AppData\Local\Temp\arsystem_install_log.txt.

    Feb 11, 2015 04:11
    1. Prachi Kalyani


      Thank you for your comment. I will verify this with the concerned SME and get back to you.



      Feb 11, 2015 05:07
    1. Prachi Kalyani

      Hello Janejit,

      Thank you for your comment. We would need more information from you to effectively address this query. Please enter a ticket with Customer support by clicking here.



      Feb 16, 2015 12:24