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.

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 by first installing the 18.05 version (using the 18.05 installers) and then applying the latest deployment packages.

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.

Latest hotfixes (Support ID required)

Hotfixes for Remedy AR System

Remedy AR System Server: Knowledge Article number 000219650

Remedy Mid Tier: Knowledge Article number 000368256

Remedy Email Engine: Knowledge Article number 000368255

Remedy Approval Server: Knowledge Article number 000368254

Hotfix for BMC CMDB

BMC CMDB: Knowledge Article number 000370989

Installation files

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. You might also be prompted to complete the Export Compliance Form. 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 .

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.

Important

Remedy ITSM Suite installers for version 19.08 and earlier are no longer available on the EPD site. We recommend you to download the installers for version 20.02 via BMC Helix IT Service Management OnPrem or BMC Helix ITSM OnPrem (depending on your licensing model).
If you have Smart Reporting support extension, you can access the AR System Server 19.08 installer via BMC Helix ITSM OnPrem – Smart Reporting Support Extensions on the EPD site.

The following table provides direct links to the page in the EPD website that contains the installation files to download products in the Remedy ITSM Suite.

Product

EPD link

Contents of installer

Depending on your license, you can search and download one of the following products on the EPD:

BMC Helix IT Service Management OnPrem
BMC Helix ITSM OnPrem

BMC Electronic Product Distribution (EPD)

This installer contains:

Remedy Platform installation files
Remedy Application installation files

If you have an extended support for Remedy Smart Reporting, you can search and download the following product on the EPD:

BMC Helix ITSM OnPrem – Smart Reporting Support Extensions

BMC Electronic Product Distribution (EPD)

This installer contains:

Remedy Platform Installation files (including Smart Reporting)

Remedy Platform installation files

Refer to the following table for a complete list of products and components that are installed as part of the BMC Helix IT Service Management OnPrem or BMC Helix ITSM OnPrem:

Product or component	Description of content
Remedy Action Request (AR) System
Remedy AR System server	Installs the following products and components: Remedy AR System server: Remedy AR System server Remedy Email Engine Remedy Approval Server Assignment Engine Flashboards Full Text Search (FTS) AR External Authentication (AREA) LDAP AR System Database Connectivity (ARDBC) LDAP Web Services Simple Network Management Protocol (SNMP) Remedy Mid Tier components: Remedy Mid Tier (Windows only) ARWebReportViewer application Note: Install Remedy AR System server and Remedy Mid Tier on separate computers for better performance. Remedy Developer Studio (and the Localization Toolkit) Remedy Data Import 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. Remedy AR System ConfigChecker 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	Installs BMC Remedy Encryption Performance Security.
BMC Atrium Core - CMDB
BMC Atrium Core - CMDB	Installs the following product and components: BMC Atrium CMDB Reconciliation Engine 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. BMC Atrium Core Web Services 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. BMC Atrium Integrator server Note: Install BMC Atrium Integrator server on the computer on which you have installed BMC Remedy AR System server. 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	Installs the following components: Drift Management Application Change Management Extension Incident Management Extension
Other components and add-ons
Remedy ITSM Process Designer	Installs the Process Designer.
Remedy Migrator	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	You can install additional language packs during or after installation.

Remedy Application installation files

Refer to the following table for a complete list of products and components that are installed as part of the BMC Helix IT Service Management OnPrem or BMC Helix ITSM OnPrem:

Product or component	Description of content
Remedy IT Service Management 18.05 installer
Remedy ITSM core applications	Installs the following products: BMC Service Desk (includes BMC Incident Management and BMC Problem Management) BMC Change Management BMC Asset Management BMC Knowledge Management
Remedy IT Service Management Deployment Package
Remedy ITSM core applications	Applies the BMC IT Service Management latest deployment package.
BMC Service Request Management 18.05 installer
BMC Service Request Management	Installs the BMC Service Request Management.
BMC Service Request Management Deployment Package
BMC Service Request Management	Applies the BMC Service Request Management latest deployment package.
BMC Service Level Management 18.05 installer
BMC Service Level Management	Installs the following components: BMC Service Level Management Primary Server After installing the applications, apply the latest deployment packages for BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management.
BMC Service Level Management Deployment Package
BMC Service Level Management	Applies the BMC Service Level Management latest deployment package.

To download the Remedy hotfixes

Best practice

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

To download the recommended hotfixes

In the web browser, access the ARRecommendedFixes ftp site that is listed in the Knowledge Article 000164912.
You must log in with your BMC Support ID to access the knowledge article..
Click the link for the component that you want to upgrade, such as Server/.

The list of versions is displayed.

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

Download and apply the hotfixes for each component that you use.
Read through the associated Readme file to decide whether to apply a hotfix. The Readme file also contains the instructions for applying the hotfix.

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	AR System server BMC Remedy Mid Tier Approval Server Assignment Engine Atrium Integrator Spoon Atrium Integrator
BMC Remedy ITSM	AR System server BMC Atrium Core BMC Remedy Mid Tier Approval Server Assignment Engine Atrium Integrator Spoon Full Text Search (FTS) Configuration if you plan to install BMC Knowledge Management Atrium Integrator
BMC Service Request Management	AR System server BMC Atrium Core BMC Remedy Mid Tier BMC Remedy Approval Server Assignment Engine Atrium Integrator Spoon Atrium Integrator BMC Remedy ITSM
BMC Service Level Management	AR System server BMC Atrium Core BMC Remedy Mid Tier

To verify the installation files

Run the virus scan on the downloaded installation files to ensure that they are virus free. You can scan the installation files by using any anti-virus software.

Locate the files you downloaded and verify the SHA256SUM checksum results before installation. 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.

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.