This documentation supports the 18.08 version of Remedy Deployment.

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

Downloading the installation files

This topic explains how to obtain the files that you need for installation or upgrade from the BMC Electronic Product Distribution (EPD) site. To understand which files you are entitled to download based on the licenses that you purchased, see Licensing overview  in the BMC Remedy AR System documentation. 

In this release, you can install/upgrade Remedy applications such as BMC Remedy ITSM Suite (ITSM), BMC Service Request Management (SRM), and BMC Service Level Management (SLM) from the previous version 18.05 to 18.08 by using deployment packages. For more information, see 18.08 enhancements.

When to install a full release or download a patch

For a fresh installation or an upgrade, check the release notes to determine the latest update and then download the following:

  • The latest release   
    When you are performing a fresh installation or upgrade, the installer will install or upgrade the full product. 

  • The deployment package
    When you are performing an application installation or upgrade, the deployment package will install or upgrade the relevant application.
  • Any patches that are available for the release
    Patches are not full installers and must be applied over the latest full installation (release). You must then apply the latest patch available.

  • Any hotfixes that are available for known issues

If you sign up for  Proactive notification , you will be notified about new releases or patches for applying the latest changes, as well as bulletins about critical fixes.

Downloading products

This section provides links to download one or more BMC Remedy ITSM applications using the direct links.

Note

Before downloading the installers from the EPD, ensure that you can log on to http://www.bmc.com/available/epd.html by using your Support user ID and password. If you are accessing this site for the first time, create a new EPD profile to specify the languages and platforms that you want to download. For assistance with EPD, see EPD site help  .

To download the BMC Remedy hotfixes

After you install BMC Remedy Action Request System, or patches, BMC recommends that you apply the latest hotfixes.

  To download the recommended hotfixes
  1. Click ftp://ftp.bmc.com/pub/ARRecommendedFixes/.
    The Index of /pub/ARRecommendedFixes/ page is displayed.
  2. Click the link for the component that you want to upgrade. For example, Server/.

    The list of versions is displayed.
  3. Click the link for the version that you want to download the hotfix for. For example, 18.02 (9.1.04.002).

    The list of hotfix packages is displayed.

    The following table lists the hotfix codes along with their meanings.

    Hotfix code Meaning
    SE Email Engine
    SP Approval
    SR AR Server
    SO Libs and DLLs (Legacy)
    MG Migrator
    DS Dev Studio
    AI Atrium Integrator
    AUI Atrium User Interface (CMDB)
    CMDB Configuration Management Database
    NE Normalization Engine
    RE Reconciliation Engine
    MT Mid Tier
    RSSO Remedy Single Sign On
    ARJDBC Smart Reporting ARJDBC
  4. Download and apply the hotfixes for each component that you use.

    Note

    You can read through the associated Readme file to decide whether to apply a hotfix. The Readme file also contains the instructions for applying the hotfix.

The following tables list the installers for the products in the Remedy ITSM Suite. The links listed in this table directly take you to the respective installation pages on the BMC EPD website. The EPD links provided in the following table enables you to download installer for products, patches, and documentation for the given product from a single pane. You can also review the license information for each product on the same page. This list does not represent the order in which you must run the installers. For the order, see Installing or Upgrading.


List of installers

Remedy Platform installers

The following installers install the same components on primary and secondary servers.

Product or component EPD link to product or component Description of content
BMC Remedy Action Request (AR) System
Remedy AR System server Remedy AR System server installers

 

The link downloads the following products and components:

  1. Remedy AR System server:
    1. Remedy AR System server
    2. Remedy Email Engine
    3. Remedy Approval Server
    4. Assignment Engine
    5. Flashboards
    6. Full Text Search (FTS)
    7. AR External Authentication (AREA) LDAP
    8. AR System Database Connectivity (ARDBC) LDAP
    9. Web Services
    10. Simple Network Management Protocol (SNMP)
  2. Remedy Mid Tier components:
    1. Remedy Mid Tier
    2. Apache Tomcat JSP engine
    3. (Windows only) Remedy ODBC DLLs and driver for SAP Crystal Reports
    4. (Windows only) ARWebReportViewer application
      Note: Install Remedy AR System server and Remedy Mid Tier on separate computers for better performance.

  3. Remedy Developer Studio (and the Localization Toolkit)
  4. Remedy Data Import
  5. Atrium Integrator Spoon
    Note: The clients can be installed on Windows only; they are not available for Linux or UNIX. The Atrium Integrator Spoon is a client side, user installable graphical user interface application which is used to design transformations and jobs. These transformations and jobs are saved, and then accessed and executed by the Atrium Integrator adapter for BMC Remedy AR System. The Spoon client also allows you to define and create the AR Connection modules which enable the transformations to use AR Systerm database transactions.

  6. Remedy AR System ConfigChecker
  7. Remedy Smart Reporting console
  8. BMC Remedy Single Sign-On for authenticating users

Note: Atrium web services can be installed on the primary server or a separate server but not on a secondary server.

Remedy security
Remedy Encryption Security Remedy Encryption Performance Security installer

 

Installs BMC Remedy Encryption Premium Security.

BMC Atrium Core
BMC Atrium Core

BMC Atrium Core installer

Installs the following product and features:

  1. BMC Atrium CMDB
  2. Reconciliation Engine
  3. Normalization Engine
    Note:
     You cannot install BMC Atrium CMDB on a remote AR System server. You must install BMC Atrium CMDB on the computer on which BMC Remedy AR System is installed.
  4. BMC Atrium Core Web Services
  5. BMC Atrium Core Web Registry
    Note:
     Install BMC Atrium CMDB on a computer other than the one on which BMC Atrium Core Web Services and BMC Atrium Core Web Registry are installed. Also, install BMC Atrium Core Web Services and BMC Atrium Core Web Registry on the same computer.
  6. BMC Atrium Integrator server
    Note: Install BMC Atrium Integrator server on the computer on which you have installed BMC Remedy AR System server.
  7. Atrium Integrator client.

    Note: The Atrium Integrator client is supported only on Windows. You cannot install the Atrium Integrator client on the same computer on which the Atrium Integrator server is installed.

BMC Configuration, Incident, and Change Management  
BMC Configuration Drift Management BMC Configuration Drift Management installer

Installs the following features:

  1. Drift Management Application
  2. Change Management Extension
  3. Incident Management Extension
Other components and add-ons
Remedy ITSM Process Designer Remedy IT Service Management Process Designer Installs the Process Designer.
Remedy Migrator

Remedy Migrator installer

(Windows)

This component is required if you plan to perform a staged upgrade. For information, see Planning an upgrade and Migrating delta data.

Note: Always download and install the latest BMC Remedy Migrator version available when you are migrating delta data.

Additional language packs Respective installers

You can install additional language packs during or after installation.

Remedy application installers

The following installers install the same components on primary and secondary servers.

Product or component EPD link to product or component Description of content
Remedy IT Service Management 18.05 installer
Remedy ITSM core applications

Installs the following products:

  1. BMC Service Desk (includes BMC Incident Management and BMC Problem Management)
  2. BMC Change Management
  3. BMC Asset Management
  4. BMC Knowledge Management
Remedy IT Service Management 18.08 Deployment Package
Remedy ITSM core applications Deployment Package Applies the BMC IT Service Management 18.08 package.
BMC Service Request Management 18.05 installer
BMC Service Request Management BMC Service Request Management installer

Installs the BMC Service Request Management.

BMC Service Request Management 18.08 Deployment Package
BMC Service Request Management Deployment Package Applies the BMC Service Request Management 18.08 package.
BMC Service Level Management 18.05 installer
BMC Service Level Management

BMC Service Level Management installer

Installs the following components:

  1. BMC Service Level Management Primary Server

After installing the applications, apply the 18.08 deployment packages for BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management.

BMC Service Level Management 18.08 Deployment Package
BMC Service Level Management Deployment Package Applies the BMC Service Level Management 18.08 package.

Minimum set of features needed to install other BMC products

Refer to the following table for the set of components or features that need to be installed to enable a BMC component. For full system requirements, see the Compatibility matrix.

Component Components or features that need to be installed
BMC Atrium Core
  1. AR System server
  2. BMC Remedy Mid Tier
  3. Approval Server
  4. Assignment Engine
  5. Atrium Integrator Spoon
  6. Atrium Integrator
BMC Remedy ITSM
  1. AR System server
  2. BMC Atrium Core
  3. BMC Remedy Mid Tier
  4. Approval Server
  5. Assignment Engine
  6. Atrium Integrator Spoon
  7. Full Text Search (FTS) Configuration if you plan to install BMC Knowledge Management
  8. Atrium Integrator
BMC Service Request Management
  1. AR System server
  2. BMC Atrium Core
  3. BMC Remedy Mid Tier
  4. BMC Remedy Approval Server
  5. Assignment Engine
  6. Atrium Integrator Spoon
  7. Atrium Integrator
  8. BMC Remedy ITSM
BMC Service Level Management
  1. AR System server
  2. BMC Atrium Core
  3. BMC Remedy Mid Tier

After downloading the installers

After downloading the Remedy installers, BMC suggests that you complete the following tasks.

Task Details

Run the virus scan on the downloaded installers to ensure that they are virus free. 

After downloading the Remedy installers on your machine, scan the installer files by using any anti-virus software.
Calculate the checksum value of each Remedy component and compare it with the SHA256SUM value provided by BMC. 
  1. To verify that the installers are not corrupted during the downloading process, calculate the checksum value of each Remedy component and check if it matches with the SHA256SUM value provided by BMC.
  2. Each Remedy component folder on the EPD conatins sha256sum.txt file.

Where to go from here

Next task

When you have finished downloading the installers, start with the appropriate process:

  • For fresh installation of Remedy, start with Installing.
  • To upgrade the existing Remedy, start with Upgrading.
Up to process

When you have finished downloading the installers, return to the Planning process.

Related topic

Downloading the installation files

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