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.

Installation files

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. 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.

Remedy Platform installation files

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: 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	Remedy Encryption Performance Security installer	Installs BMC Remedy Encryption Performance Security.
BMC Atrium Core - CMDB
BMC Atrium Core - CMDB	BMC Atrium Core - CMDB installer	Installs the following product and features: 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	BMC Configuration Drift Management installer	Installs the following features: Drift Management Application Change Management Extension 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	Remedy Locale Deployment Packages	You can install additional language packs during or after installation.

Remedy Application installation files

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	Remedy ITSM Applications (Service Desk/Change Management/Asset Management/Knowledge Management)	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 20.02 Deployment Package
Remedy ITSM core applications	Deployment package	Applies the BMC IT Service Management latest deployment 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 20.02 Deployment Package
BMC Service Request Management	Deployment Package	Applies the BMC Service Request Management latest deployment package.
BMC Service Level Management 18.05 installer
BMC Service Level Management	BMC Service Level Management installer	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 20.02 Deployment Package
BMC Service Level Management	Deployment Package	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.

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.

File name	SHA256SUM checksum
Remedy AR System	c4b0b1cc5888f94c4e1789ebcc674924649c530edb3a54eb44e831134f8b2828
Mid Tier WAR file	82746860B6C69AAEF67A5C4A64C27AB1097D96AD7ECC35C1865A704DB3970D1D
BMC CMDB	8f6b7948fa94228f070bcbf3b7ee57f37f3067ecdae38b56bfebde8034428405
Atrium Integrator	091ff36a31e5fd4aca495efbd281976a8481248161332990aaa10e8b1db8060a
Remedy ITSM	70690a3396b377ada938d3d52c85421bdb25d1bfa955ed51a918dbf52b5ea0fe
BMC Service Request Management	70d66208b1411c896cfd269c95d25a2758bcb6e75d725897ba1de10bee7f33fb
BMC Service Level Management	8f48a6a6f5c64f0b8a5a35e89b79301c24ec447d6bf07bb6cad55d0a8a01e81f
Remedy Migrator	f94093720c2589ed72aa0fb2cc1122d31c9dd48b7fbc27a2b707b13ad1943280
Remedy Performance Security	9aec0bf5924ce22e8a06ae2021e509c24c0e29f2c91ac8641f1ad0189c261d98
Remedy Premium Security	5a1aa7d5cb9b65892a3709204512ac6faccfe39d70d70673d27850b65d1f035e
Remedy AR System clients	e55b1aa32be04100a38790a27970ecb59150f7944219fe79b0ad4ac178bd7e80

File name	SHA256SUM checksum
Remedy AR System	61d0152cb8ac9775987536ff76a7cacdca1b9358ef90465f16c3ea8bfe4277cf
Mid Tier WAR file	82746860B6C69AAEF67A5C4A64C27AB1097D96AD7ECC35C1865A704DB3970D1D
BMC CMDB	2978d644c9608ebcb46d1c448d8979991dff71ca2076be00da60725a2d8012d1
Atrium Integrator	93cbaf3ee0d8e042fee2e82cc48779f8d3ce0cfeeb70be37c8c410c0db323435
Remedy ITSM	70690a3396b377ada938d3d52c85421bdb25d1bfa955ed51a918dbf52b5ea0fe
BMC Service Request Management	70d66208b1411c896cfd269c95d25a2758bcb6e75d725897ba1de10bee7f33fb
BMC Service Level Management	8f48a6a6f5c64f0b8a5a35e89b79301c24ec447d6bf07bb6cad55d0a8a01e81f
Remedy Performance Security	6dd4bc454d683258ec30e45052a0fde9db0b588004dc9eb5ec58cacc239b1b8c
Remedy Premium Security	77cef522b90bc8cb6721b98a76b7860f72b62c717894e66fd3ec29474e63ea6e

File name	SHA256SUM checksum
Remedy AR System	798c1249ddf993a4e7d15b4083e7f1b8188c0e18475b9823c64b706b5ff1fc20
Mid Tier WAR file	CDA5C051CF190A18A508427AEE8A4552A4E4E4B871CA7AFC37D94FD9E725800B
BMC CMDB	91f0a918c00cc43c4e0fa942d74bada573fea5d32a9203f75c105e7770a69e67
Atrium Integrator	781e9f53cbf521410e861551900cd7ed9b7f5e920209307073020f0eb5a37f31
Remedy ITSM	70690a3396b377ada938d3d52c85421bdb25d1bfa955ed51a918dbf52b5ea0fe
BMC Service Request Management	70d66208b1411c896cfd269c95d25a2758bcb6e75d725897ba1de10bee7f33fb
BMC Service Level Management	8f48a6a6f5c64f0b8a5a35e89b79301c24ec447d6bf07bb6cad55d0a8a01e81f
Remedy Performance Security	da74e1326b42f19f074c5004c9669b05269deb1edfe2fd3d8e7668b7bb6a4195
Remedy Premium Security	d9af6dc0d8546b82b6dc67d8e49fcf97f9fd4948014d478b58c0a430ceaf8455

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 Preparing process. Continue with the tasks in the Preparing process. After completing the tasks in the Preparing process, you can start with Installing or Upgrading.