This documentation applies to the 8.1 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 2 for Service Pack 2: 8.1.02.002

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

Tip

For information about issues corrected in this patch, see Known and corrected issues

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 Service Pack 2 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.
  • 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 of the AR System objects, such as forms and workflows, 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 2, download and unzip ARSystem8102PatchFileList.zip.
  • This patch is not available for hpux-itanium platform.

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.
    (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.

In a single tenant environment:

  • You need to implement multi-tenancy hotfix.
  • Click Next to continue.

Note

If you install the patch by using the SSI installer, ensure that you add the following code to 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="02" 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 result

Note

You must disable escalations before you install the patch.

If you are installing the patch on a server group, you must disable escalations only when 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. For more information, see Downloading the installation files.

  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.


  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.

    Determine whether the 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. If you have configured a load balancer, disable the administrator server on the load balancer.
  3. Remove the administrator server from the server group.
  4. Disable escalations by following the instructions in Disabling escalations.
  5. Install the patch on the administrator server by following the instructions in Installing the patch and reviewing the result.
  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 in Installing the patch and reviewing the result.
    3. Enable the server on the load balancer.

Disabling escalations

  1. Open the BMC Remedy AR System Administration Console.
  2. Open Server Information.
  3. Click the Configuration tab.
  4. Select Disable Escalations.

  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 input:

    -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 about reconciling your customization, see Comparing objects after you upgraded with overlays already present. Ensure that you 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 objects are 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. Stefan Hall

    The patch seems a bit curious for me...

    1. The installer will not work if you are on ARSystem 8.1.02 patch 001 and MT 9.1.
      You see an error message that you try to patch an ARSystem v9 with 8.1.02 patch 002.
      No chance to complete the installer
    2. The installer shows a hint to do a manually update part (approval).
      This part includes a lot of itsm forms, bit the patch is an arsystem patch and no suite patch. I'm not sure if I have to do this step.

    Hope you can clearify point 2 and fix point 1 soon.

    Apr 26, 2016 01:17
    1. Anagha Deshpande

      Hello Stefan,

      Thanks for your feedback. I will discuss this matter with SME and will respond to you.

       

      Regards,

      Anagha

       

      Apr 26, 2016 10:30
  2. Sachinkumar Ambulgekar

    Hello Stefan,

    Please find the below clarification for the mentioned questions :

    1. This Patch installer should be executed on top of AR 8.1 SP2. But considering your case, you have upgraded the Midtier to latest which is hosted on same machine where AR Server exists, so the reason installer identifies the latest component is installed which cannot be updated. In case your Upgraded Midtier installed on other server, the patch installation can be very well proceeded without any issues.
    2. The Approval manual part is needs to be applied before or after the Patch application, as there are dependencies on ITSM for Approval Multitenancy fixes went with this patch, which is mentioned in attached Readme.docx available in Patch installer

     

    Regards,

    Sachin

    Apr 27, 2016 06:34
    1. Chris Wootton

      Hello BMC support,

      We have our AR System at 7.6.04 and our Mid-tier at 8.1.02 patch 001. Can we apply this patch 002 to our Mid-Tier? Is this 8.1.02 patch 002 Mid-Tier patch back compatible with AR System 7.6.04 like patch 001?

      Thanks!

      Apr 27, 2016 07:17
      1. Anagha Deshpande

        Hello Chris,

        I will discuss this with SME and will respond to you.

         

        Regards,

        Anagha 

        Apr 28, 2016 11:49
      1. Srikanth Pss

        Hi Chris,

        Thanks for evaluating Midtier 8.1.02 Patch 002!

        Yes, Midtier 8.1.02 Patch 002 is backward compatible with the 7604 AR Server.

        Regards,
        Srikanth 

         

         

        Apr 29, 2016 05:49
    1. Stefan Hall

      Hi Sachin,

      Thanks for Information. Unfortunately 1. is no solution.

      Using a 9.1 Midtier on AR 8.1 SP2 001 is a fully supported combination. Using both on the same machine is a fully supported combination.

      I need no explanation. I need a working installer.

      Thanks in advance

      Stefan

      Apr 27, 2016 07:29
  3. Stefan Hall

    Hi,

    maybe the wrong place to discuss errors. I've added this information and support request into community. Hope I got the required support soon.

    Regards Stefan

    Apr 27, 2016 01:18
  4. Mark Wychowski

    So, what is the 'AR System  Mid-Tier WAR Files Version 8.1.02 Patch 002' download for?  I've looked through the documentation and can't find any reference in regards to what to do with it.  Did I miss something?

    May 18, 2016 06:48
  5. Srikanth Pss

     Hi Mark,

    The War files are provided for customers who might not be able to use the patch installer (eg. when they use Websphere, or JBoss Application servers), where the War file can be used to quickly deploy Remedy Midtier. Of course, this would mean that the Admin might need to configure the Midtier just like it was a fresh install, because that is what it would be. It is a fresh install of Midtier, but with functional parity of using the Patch 002 installer on a 8.1.02 Miditer.

    The war file can also be used with Tomcat, of course.

    Hope this helps.

    BR,
    Srikanth

    May 18, 2016 02:23
    1. Mark Wychowski

      Srikanth,

      Yes, thank you for the information.  Someone may want to document that somewhere obvious.

       

      May 19, 2016 09:12
  6. Mark Wychowski

    FYI,

    I had to re-install this patch because I completely glossed over the portion regarding the MultiTenancy_AllApps_Hotfix_81SP2 extract the first time I installed for two reasons:

    1. We are not using multi tenancy in our company

    2. The instructions for it were in a screen shot from the install.  I didn't think it applied to me. 

    I think that the people who write these install instructions should assume that the person performing the install may still be new to Remedy and needs more step by step instructions. Steps like that need to be listed in the install instructions, not captured as a screen shot.

    I realize that the people writing have probably seen many installs performed, but most of us only do these once every few months.  (smile)                                            

    Jun 23, 2016 09:22
    1. Vaijayanti Nerkar

      Hello Mark,

      Sorry to hear that you had to go through this kind of experience while installing the patch. We will get these steps corrected. 

      Regards,

      Vaijayanti 

      Jun 26, 2016 11:22
      1. Anagha Deshpande

        Hello Mark,

        Sorry for the inconvenience.

        I have updated the topic.

         

        Regards,

        Anagha 

        Jun 27, 2016 05:50
  7. Kiran Hullule

    As per the discussion with BMC Developers , I got to know that In a single tenant environment, this multi-tenancy hotfix is not require to implement, this step can be skipped and proceed next for the installation.

    Jul 12, 2016 03:42
  8. Melanie Marino

    What does SSI installer install stand for?  Silent install?

    Feb 23, 2017 10:43
    1. Sayee Jadhav

      Hi Melanie,

      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.

      Regards,

      Sayee

      Feb 23, 2017 10:37
  9. Mpumelelo Tsabedze

    Hi  - The ReadMe doc on the zip file says

    Note: Please apply Multi tenancy Approval hotfix (SW00488367-ApprovalServer) before following below steps.

    Where do we find SW00488367 hotfix ?

    Feb 27, 2017 08:08
  10. Sayee Jadhav

    Hi Mpumelelo,

    I will check with the SME and share the information with you. 

    Regards,

    Sayee

    Feb 27, 2017 11:17
  11. Mpumelelo Tsabedze

    Hi Sayee,

    Do you have any updates for me on this - would like to finish the upgrade ?

     

    Thanks

    Mar 02, 2017 05:46
    1. Anagha Deshpande

      Hello Mpumelelo,

      First apply AR 8.1 SP2 patch 2. When you apply AR 8.1 SP2 patch 2, the installer provides the application side fix. The hotfix is available in the same folder where the ReadMe file is located.

      Regards,

      Anagha

       

       

      Mar 03, 2017 02:46
  12. Abhishek Tyagi

    Hi Team,

     

    Do we have the hotfix for SW00481435?

    Looking forward to hear from you.

     

    Thanks,

    Abhishek

    May 05, 2017 03:06
    1. Abhishek Tyagi

      Hi Team,

      SP_8102_2017FEB24_CU_ALL.zip hotfix received.

      Thanks
      Abhishek

       

      May 08, 2017 12:55