This documentation supports the 18.05 version of Remedy ITSM Deployment.

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



Applying a patch

BMC offers all the patches as a deployable package. Applying a package in your environment is easier and faster. You can login to the BMC Electronic Product Download (EPD) site and download the patch and deploy the same in your environment without using the installer.

The patch can be a binary payload, batch or Shell scripts, definition, or data files (.arx files).

Remedy products included in the patch 

You can import and deploy the patch for the following components:

  • BMC Remedy AR System server
  • BMC Remedy Mid Tier 
  • BMC Atrium CMDB
  • BMC Remedy ITSM Suite
  • BMC Service Request Management
  • BMC Service Level Management
  • Remedy with Smart IT

Before you begin

Ensure the following before you install the patch:

  • All the servers in the server group are upgraded to version 18.05.
  • Ensure that all the AR System Java clients are stopped before you apply the patch.
  • Before deploying the patch, BMC recommends to check the ranking for the components. For more information, see  Setting the component ranking order before deploying a binary payload in BMC Remedy AR System online documentation
  • (Optional) Capture a snapshot of your application objects. For instructions, see Capturing a snapshot of server application objects.

Deployment cycle of a patch

The following graphic displays the multiple stages of a patch deployment:

Watch the following video to have an overview of patch deployment:


Applying a patch in your environment

Y ou can apply the patch with the three simple steps:

  1. Download the patch from the EPD site
  2. Import the package 
  3. Deploy the package


Best Practice

BMC recommends not to redeploy the patch if a patch is successfully applied to an environment.

To download the patch from the EPD site

 Click here to expand...
  1. Create a directory in which to place the downloaded files.

    Note

    On Microsoft Windows computers, ensure that the directory is only one level into the directory structure. The EPD package creates a directory in the temporary directory when you extract the files, and the directory that contains the installation image should not be in a directory deeper than two levels into the directory structure.

  2. Login to the  BMC Electronic Product Download site .

  3. At the login prompt, enter your user ID and password, and click Submit.
  4. On the Export Compliance and Access Terms page, provide the required information, agree to the terms of the agreements, and click Continue.
  5. If you are accessing this site for the first time, create an EPD profile to specify the languages and platforms that you want to see, per the EPD site help; otherwise, skip to step 6.

  6. Verify that the correct profile is displayed for your download purpose, and select the Licensed Products tab.

  7. Select a product from the list of available products. For example, BMC Remedy AR System Server.
  8. Select the required version number from the  Version  field, the required platform from the  Platform  field, and click  Go .
    1. Products—Displays the product files and service pack files available for download.
    2. Patches—Displays the patch files available for download.
    3. License Information—Displays the files related to licenses.
    4. Documentation—Displays the Online Technical Documentation Portal links and the offline zip files of the documentation available for download.
  9. Select the check boxes next to the installation files, documentation, and (if available) associated prerequisites and technical bulletins, that you need to download. For example,  BMC Remedy AR System Server to show the available versions.
  10. Click  Download (FTP)  or  Download Manager
    1. Download (FTP) places the selected items in an FTP directory, and the credentials and FTP instructions are sent to you in an email message.
    2. Download Manager enables you to download multiple files consecutively and to resume an interrupted download if the connection drops.
      This method requires a one-time installation of the Akamai NetSession client program on the target computer and is usually the faster and more reliable way to transfer files. A checksum operation is used to verify file integrity automatically.

To import the package

The AR System administrator or a Package Deployer performs the following steps:

  1. Log on to Mid Tier using the following URL:
    http://<midTierServerInstallDir>/arsys/forms/<serverName> 
  2. From the IT Home page, click  AR System Administration > AR System Deployment Management Console.
  3. Click Transfer Package  > Import.
  4. Click Choose File from the pop-up window to navigate to the folder from where you want to import the package.
  5. Select the package that you want to import and click OK.

    Important

    The package is a ZIP file. Import the package without extracting the ZIP file.

  6. Click Refresh.
    The package status changes from Importing to Ready to Deploy

To deploy the package

When you successfully import the package, the entry of the package is displayed in the AR System Deployment Management Console. Deploy the packages in the following sequence:

  1. BMC Remedy Mid Tier
  2. BMC Remedy AR System server
  3. BMC CMDB
  4. BMC Remedy ITSM Suite
  5. BMC Service Request Management
  6. BMC Service Level Management
  7. Remedy with Smart IT

The AR System administrator or a Package Deployer performs the following steps to deploy the package in an environment:

  1. on to Mid Tier using the following URL: 
    http://<midTierServerInstallDir>/arsys/forms/<serverName> 
  2. From the IT Home page, click  AR System Administration > AR System Deployment Management Console.
  3. Select the package entry that you have imported and click Operations > Deploy.
    The following message is displayed if the package contains binaries:
    This package includes files to be deployed/rollback. You can monitor the status of the file deployment/rollback by opening the package, selecting the item for file deployment and clicking on the "View Payload Status" button. (ARNOTE 10000) 
  4. Click OK on the message.
  5. Click Refresh to view the package status.
    The State of the package changes to Deployed.  

The patches for BMC Remedy IT Service Management, BMC Service Request Management, BMC Service Level Management, and Remedy with Smart IT are successfully applied to your environment.

Perform the following steps only if you are deploying BMC Remedy AR System Server, BMC Remedy Mid Tier, or BMC CMDB patches:

  1. Select the deployed package entry and click Manage Package > View.
    The AR System Deployment Management form opens.
  2. Select Deployment Payload from the table next to Deployment Package Contents panel.
  3. Click the View Payload Status button.
    A table that shows the status of the package on all the servers in a server group is displayed. 
  4. Connect to the remote server that shows the Pending download status.
  5. On the remote server set JAVA_HOME.
  6. Run the arpayloaddeploymentutil.bat (Windows) or arpayloaddeploymentutil.sh (UNIX) utility from either of the following locations:

    ComponentLocation
    BMC Remedy AR System Server BMC CMDBFor Windows: <Install Directory>
    For UNIX: <Install Directory>/<bin> 
    BMC Remedy Mid Tier<Mid Tier Install Directory>/filedeployer 

    Important

    The arpayloaddeploymentutil.bat (Windows) or arpayloaddeploymentutil.sh (UNIX) utility stops all the related components services for which the patch is provided. Once the patch is successfully applied the services are up automatically.

  7. Repeat from step 3 to 6 for all the servers of a server group where you want to apply the patch.

For information about applying a patch for a WAR based Mid Tier, see Enabling binary payload deployment for a .war file-based mid tier deployments .

Rolling back a patch

You can restore the objects in a patch to the pre-deployment state, if an issue occurs during the validation of the patch, or if an error occurs while deploying the patch. 

BMC recommends to rollback the patch in the following sequence:

  1. Remedy with Smart IT
  2. BMC Service Level Management
  3. BMC Service Request Management
  4. BMC Remedy ITSM Suite
  5. BMC CMDB
  6. BMC Remedy AR System server
  7. BMC Remedy Mid Tier

(Optional) To rollback a patch

The AR System administrator or a Package Deployer performs the following steps to rollback a patch:

  1. On the AR System Deployment Management console, select the patch that has  Deployed or Deployed with Error  status.
  2. Click  Operations > Rollback .
    The following message is displayed for the package that has binaries:
    This package includes files to be deployed/rollback. You can monitor the status of the file deployment/rollback by opening the package, selecting the item for file deployment and clicking on the "View Payload Status" button. (ARNOTE 10000) 
  3. Click OK on the message.
  4. Click Refresh
    The State of the package changes from Pending Rollback to Rolled back

The patches for BMC Remedy IT Service Management, BMC Service Request Management, BMC Service Level Management, and Remedy with Smart IT are successfully rolled back from your environment.

Perform the following steps only if you are rolling back BMC Remedy AR System Server, BMC Remedy Mid Tier, or BMC CMDB patches:

  1. Select the package entry and click Manage Package > View
    The AR System Deployment Management form opens.

  2. Select Deployment Payload from the table next to Deployment Package Contents panel.
  3. Click the View Payload Status button.
    A table that shows the status of the package on all the servers in a server group is displayed. 
  4. Connect to the remote server with the Pending Rollback status.
  5. Run the arpayloaddeploymentutil.bat (Windows) or arpayloaddeploymentutil.sh (UNIX) file from either of the following locations:

    ComponentLocation
    BMC Remedy AR System Server
    BMC CMDB
    For Windows: <Install Directory>
    For UNIX: <Install Directory>/<bin> 
    BMC Remedy Mid Tier<Mid Tier Install Directory>/filedeployer 
  6. Repeat from step 3 to 5 for all the servers of a server group from where you want to rollback the patch.

Checking the patch status

You can check the following log files to view the patch update status in your environment:

ComponentLocation

WindowsUNIX
  • BMC Remedy AR System Server
  • BMC CMDB
<Install Directory>/Arserver/db/arfiledeployer.log<Install Directory>/db/arfiledeployer.log
  • BMC Remedy Mid Tier
<Mid Tier Install Directory>/filedeployer/Logs/arfiledeployer.log<Mid Tier Install Directory>/filedeployer/Logs/arfiledeployer.log 
  • BMC Remedy IT Service Management
  • BMC Service Request Management
  • BMC Service Level Management
<Install dir>/ Arserver/Db/arjavaplugin.logs<Install dir>/db/arjavaplugin.logs

Post-installation tasks

  • Use three-way reconciliation in Developer Studio to reconcile the objects if overlays exist for any of the objects that were updated. For more information, see  Reconciling Workflow Objects  in BMC Remedy AR System online documentation.
  • Clear plug-ins cache and sync the mid tier cache. 

If you face any issues while applying the patch, refer to Troubleshooting package deployment issues.

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Comments

  1. Sarah Winthorpe

    There is a spelling mistake in the following list:

    You can import and deploy the patch for the following components:

    BMC Service Level Mangement

    Mar 15, 2019 11:47
    1. Ashwini Mathad

      Hello Sarah,

      Thank you for your feedback on the documentation. We have updated the documentation to fix the typo.

      Regards,

      Ashwini

      Mar 18, 2019 12:43