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 version 8.1.00: 8.1.00.001

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

Important

If you upgrade from BMC Remedy Action Request (AR) System version 8.0 and its subsequent patches to version 8.1, you must install BMC Remedy Action Request (AR) System 8.1 Patch 2. The patch installer does not allow you to update to BMC Remedy AR System 8.1 Patch 1. For more information on BMC Remedy AR System 8.1 Patch 2, see Patch 2 for version 8.1.00.

Notes

  • You can install this patch on 64-bit computers, not 32-bit.
  • You must have installed BMC Remedy Action Request (AR) System 8.1.00 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 8.1 patch installer does not use the 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 AR System objects have been released before you apply the 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:
    <Midtier>\cache\
    <Midtier>\cachetemp\
    <Tomcat>\Work\Catalina\localhost\arsys\
    <Tomcat>\temp\
    <Midtier>\PluginsCache\
  • For a list of AR System files that are updated by Patch 1, download and unzip ARSystem81Patch1FileList.zip. This zip file contains lists for all supported platforms.

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 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

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="00" releaseVersion="8"/>
	<requiredDiskSpaceMap>
		<requiredDiskSpace id="default" size="123 MB"/>
		<requiredDiskSpace id="backup" size="0 bytes"/>
		<requiredDiskSpace id="temporary" size="0 bytes"/>
	</requiredDiskSpaceMap>
		<requiredRAMMap>
		<requiredRAM id="default" size="512 MB"/>
	</requiredRAMMap>
</productFeature>

To install the patch and review the results

Note

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 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.

    Note

    On AIX operating systems, you must manually provide the value for the AR System Server TCP Port.

    (Click the image to expand it.)

  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.

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. Disable the administrator server on the load balancer.
  3. Remove the administrative server from the server group.
    On the administrator server, perform the steps that are described in Removing a server from a server group.
  4. Disable escalations, by following the instructions that are provided in Disabling 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 and enable it on the load balancer.
  9. 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.

Removing a server from a server group

To remove a server from a server group, perform the following steps:

  1. Open the BMC Remedy AR System Administration Console.
  2. Open Server Information.
  3. Click the Configuration tab.
  4. Deselect the Server Group Member option that appears at the bottom of the window.
  5. Click Apply, and then OK.
  6. Restart the server.

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:

      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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Comments

  1. Michael Clarke

    I cannot install the patch. I keep getting: 

    "No features are selected to install"

    Temp directory is clean, etc.

     

    Sep 12, 2013 02:42
    1. Aparna Saxena

      Thanks for your comment Michael. Please contact BMC customer support for assistance.

      Thanks,

      Aparna

      Sep 12, 2013 11:05
    1. Michael Clarke

      I did find a solution to my problem or rather the issue causing the problem. The pre-check that the installer goes through was seeing an old 7.x config in the ARSYSTEM directory. So, the pre-check assumed I was still at version 7.x. I replaced the config file with my current config and then the pre-check passed and the patch installed just fine.

      Oct 01, 2013 03:17
      1. Andrej Kajzer

        Michael,

        I am seeing the same issue. We are on version 8.1 (no patch) but ARSystemInstalledConfiguration file still showing 7.6.04 p004.

        I updated above mention xml file to version 8.1 but now I am getting error:

        "No features are selected to install"

        What else I need to update?

         

        Thanks!

         

         

        Dec 02, 2013 04:45
  2. Patrick Shelston

    What is the "SSI installer" ?  It is unclear in this statement: "If you install the patch using the SSI installer".

    Thanks.

    Oct 01, 2013 02:52
    1. Aparna Saxena

      Hi Patrick,

      The SSI installer is a solution-based installer that installs the BMC Remedy AR System server, its components, and certain ITSM applications on a single server.

      You can find more information about the SSI installer at - Installing the BMC Remedy ITSM Suite Preconfigured Stack.

      Thanks,

      Aparna

      Oct 03, 2013 10:40