20.02.04: Patch 4 for version 20.02

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

This release consolidates the patches and hotfixes delivered for version 20.02.02 and later of Remedy platform components (Remedy AR System Server, Remedy Mid Tier, BMC CMDB, Atrium Integrator) into a single patch.

Because this patch includes the updates delivered in version 20.02.03, you can directly upgrade from version 20.02.00 or later to version 20.02.04 of Remedy IT Service Management Suite.

Updates

The Remedy 20.02.04 patch release is only for the Remedy Platform components (Remedy AR System Server, Remedy Mid Tier, BMC CMDB, Atrium Integrator).

Learn about the updates in this patch:

• 20.02.04: Patch 4 for version 20.02 in the Remedy AR System online documentation.
• 20.02.04: Patch 4 for version 20.02 in the BMC CMDB online documentation.

Defect fixes

This patch includes fixes for some customer defects. For more information about the defects fixed in this patch, see known and corrected issues.

Downloading the patch

The following table lists the patch components and links to the deployment packages on the BMC Electronic Product Download (EPD) site.

Access the following links and click on the Patches tab to view the patches:

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Before you begin

• Before deploying the Remedy Platform package, any Remedy service such as “Remedy Action Request System Server <servername>” or “BMC Remedy Email Engine - <servername>” should be up and running. Additionally, all processes enabled in the armonitor.cfg/conf file, such as Reconciliation server, plugin servers, and other, should be up and running.

• Remedy Platform 20.02.04 patch installation will not work with OpenJDK version 16 or 17.
  You must first install the patch on Java version 1.8.x, and then upgrade the Java to OpenJDK version 16 or 17.

• (Optional) If you have customizations, create a snapshot for reconciliation. Capture a snapshot of your application objects. For instructions, see Capturing a snapshot of server application objects.

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Applying the patch for on-premises deployment

A user with AR System administrator permission can apply the patch by  performing the following tasks:

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Running the patch installer

Perform the following steps to upgrade your Remedy Platform to version 20.02.04:

To upgrade Remedy Mid Tier and Remedy AR System Server

Perform the following steps to upgrade your Remedy Mid Tier and Remedy AR System Server to version 20.02.04:

1. Unzip the appropriate suite installer that you downloaded (for example, ARSuiteKitWindows.zip or ARSuiteKitLinux.zip).

2. Navigate to the Disk 1 folder.

3. Start the installer and then, in the lower right corner of the Welcome panel, click Next.

   • (Windows) Run setup.exe.
   • (UNIX) Run setup.bin.

4. In the lower right corner of the Welcome panel, click Next.

5. Review the license agreement, click I agree to the terms of license agreement, and click Next.

6. On the  Install/Upgrade selection panel, perform the following actions: 

   1. • For zero-downtime upgrade, click Upgrade. 
        

      • For staged upgrade, do one of the following based on how you set up systems for a staged upgrade: 

        • If you are using the replicated database of your current production environment, click  Install.

        • If you are upgrading a clone of your current production environment, click  Upgrade. 

   2. Select the specific products to upgrade.
      For example, select AR System Servers and Remedy Mid Tier.
   3. (Optional) Add a new language.
      You can select additional localized views to install later.
   4. Navigate to the directory in which you want to install the BMC Remedy AR System application.
      The default locations are as follows:
      • (Windows)  C:\Program Files\BMC Software\ARSystem
      • (UNIX)  /opt/bmc/ARSystem
7. Click Next.

8. Resolve the errors and warnings, if reported, in the BMC Remedy Configuration Check report before proceeding with the upgrade. 

9. After the installer validates your inputs provided in the previous panels, the Installation preview panel appears, listing the product and product features that will be upgraded.
10. Click   Install.
    The BMC Remedy AR System features you have selected are installed. After the post-installation cleanup, a summary of the installation appears.
11. Click View Log to review the installer log for any errors or warnings. The install logs are available at the following location: 
    • (Windows) C:\Users\Administrator\AppData\Local\Temp\arsystem_install_log.txt

    • (UNIX)  /tmp/arsystem_install_log.txt
      

12. To exit the BMC Remedy AR System installer, click Done.

To upgrade BMC CMDB:

Perform the following steps to upgrade your BMC CMDB to version 20.02.04:

1. Unzip the installer.
2. Navigate to the Disk 1 folder.
3. Start the installer.
   • For Windows, run setup.exe.
   • For UNIX, run setup.sh.
4. In the Welcome panel, click Next.
5. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
6. In the AR System Server Information panel, perform the following actions:
   1. Enter AR System username and password.
   2. Enter AR System port number and host name.
   3. Navigate to the directory in which you want to install BMC Atrium CMDB.
      The default locations are:
      • Windows: C:\Program Files\BMC Software\AtriumCore
      • UNIX or Linux: /opt/bmc/AtriumCore
   4. Click Next.
      The installer validates the system resources of your computer.

7. If you have upgraded Tomcat before upgrading CMDB, on the Tomcat Deployment Directory Information  panel, provide the path to the new Tomcat directory and wait for the  Tomcat Service Name  to get populated automatically.

8. In the Install mode panel, select Upgrade, and then click Next.
   During upgrade, only existing BMC Atrium Core components are upgraded.
9. In the Confirmation panel, review that the database is backed-up and the memory requirement is met. Then click  Yes  and  Next.
10. Resolve the errors and warnings, if reported, in the BMC Configuration Check report before proceeding with the upgrade. If you ignore the installer instructions, the installer requires that you acknowledge those errors and warnings by selecting a check box before you proceed with installation or upgrade.
11. Review the NE Plugin and Atrium Plugin ports. 

12. In the  Java Information  panel, select the JRE path and click Next.
    The  Run Health Check  panel appears.  

13. Click Next. 
    The installer validates your inputs in the previous panels, and then the  Installation Preview  panel appears, listing the product and product features that will be installed. 
14. Click Install.
    A summary of the installation appears.
15. Click View Log  to review the installer log for any errors or warnings. The install logs are available at the following location:
    • (Windows)  C:\Users_<installUser>_\AppData\Local\Temp\atriumcore_install_log.txt
    • (UNIX and Linux)  \tmp\atriumcore_install_log.txt
    If the installation fails, see  Troubleshooting BMC Atrium Core issues.
16. To exit the BMC Atrium Core installer, click Done.
17. Restart the BMC Remedy Mid Tier.

To upgrade Atrium Integrator Server and Client

To upgrade Atrium Integrator server and client, perform the steps given in the topic Performing the Atrium Integrator upgrade. 

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Patch installation logs

You can check the log files to view the installation status or any related errors. For more information, see Working with logs.

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Related topics

Troubleshooting package deployment issues

Creating and deploying a binary payload in AR System online documentation.

Applying a deployment package