This documentation supports the 9.0 version of BMC Remedy ITSM Deployment.

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

9.0.00 enhancements

This section provides the information on the following installation and upgrade enhancements in this release:

Deployment enhancements

The following enhancements are made for better deployment:

BMC Remedy Smart Reporting 9.0.00 is available

You can now install the new BMC Remedy Smart Reporting console with BMC Remedy AR System installation.

See the following topics:

  • Getting started with BMC Remedy Smart Reporting  in the BMC Remedy IT Service Management 9.0 online documentation.

BMC Service Resolution 3.0 is available 

BMC Service Resolution 3.0 features are supported with the BMC Remedy IT Service Management 9.0 installation. See  Installing BMC Service Resolution 3.0 for BMC Remedy IT Service Management  in BMC Service Resolution 3.0 documentation.

BMC Remedy shared service implementation

You can now deploy the following BMC Remedy components as a shared service:

See, Planning BMC Remedy shared service architecture

Enhanced Online help documentation implementation

The online help implementation for BMC Remedy ITSM Suite 9.0.00 has changed. The implementation for customers behind a firewall and customers outside a firewall is different.

Implementation for customers outside a firewall

For customers who have access to internet, if you click the Help button from the Graphical User Interface (GUI) of the product, the home page of the online product documentation is displayed in your browser.

For example, if you click Help on the Developer Studio GUI, the home page of the online documentation for the BMC Remedy AR System product is displayed in your browser. Similarly, if you click Help in the Asset console, the home page of the online documentation for BMC Asset Management product is displayed.

Implementation for customers behind a firewall

For customers who do not have access to the internet, BMC provides the offline documentation of all the products that fall under the BMC Remedy ITSM Suite. A separate offline documentation of each product is provided on the Electronic Product Distribution site (EPD). To deploy the offline documentation see, Installing offline documentation.

Overall, the offline documentation works like the online documentation portal. The only limitation of the offline documentation is that it cannot be updated regularly along with the online product documentation. The latest copy of the offline documentation is shipped with every major release (for example version X.x) and its subsequent service packs (for example, X.x.xx)

Localized documentation

To access Localized PDFs, navigate to the PDFs page of every BMC Remedy ITSM Suite product, for example PDFs page in the BMC Atrium Core online documentation.

Platform enhancements

The following enhancements are made to the platform components for enhanced better installation experience:

BMC Remedy Configuration Check utility enhancements for platform components

BMC Remedy Configuration Check utility now provides new and updated checks for the platform components. 

New checks

The following new checks are available with the BMC Remedy Configuration Check utility:

 New BMC Atrium Core check

Updated checks

The following BMC Remedy AR System check is updated:

  • Java 7 Check — Initially called the the Java 6 check, this check now verifies whether the Java version on the computer on which you run the BMC Remedy Configuration Check utility is Java 7 update 55 or later.

Checks that are no longer available

The following BMC Remedy AR System checks are no longer available:

  • Database Compatibility Check - client library check — With the new driver types, the db-libraries are not required to be present on the computer where you install BMC Remedy AR System.
  • Disable Escalation Check —  You do not have to disable escalations while upgrading BMC Remedy AR System.
  • Full Text Pending Check — This check is no longer required because the AR System server can process the full text pending entries while performing the upgrade.

Reconciling AR customizations 

BMC Remedy Developer Studio now allows you to reconcile your changes by comparing existing definition, overlay definition, and new definition of the objects.

After upgrading your BMC Remedy Action Request (AR) System Staging server, you can reconcile your overlays from reference server so that your customizations are not lost and you can use the latest features that BMC provides with every new release.

You can copy and merge the changes from new definition to your overlay definition which you had created in the previous version. This process allows you compare your old base definition with new definition and overlay definition. Based on the comparison results, you can either copy or replicate the changes from your new definition to overlay definition.

Note

Only the Overwrite type of overlay are used for comparison.

For more information, see Reconciling AR customizations

Full text search enhancements

The following enhancements for the Full text search component:

FTS components upgraded to latest releases

Full Text Search (FTS) has been upgraded to the following versions:

EngineOld versionNew versionDescription
Apache Lucene2.94.9Enables high-performance full-text search.
Apache Tika1.21.6Detects and extracts metadata and text from a wide variety of file formats.

Lucene 4.9  features a schema-specific multi-file indexing that produces smaller indexes and dramatically improves search performance.

Index migration enhancements 

By default, the installer migrates the Lucene 2.9 single-file Full Text Search (FTS) index into Lucene 4.9 schema specific files. The index migration step can be time consuming. To skip the migration step, use the -J BMC_AR_SKIP_FTS_INDEX_MIGRATION=true option when performing a silent installation. Refer to Example options.txt file for more information. Once the FTS index has been migrated, for subsequent installations skip the migration step. See, Installing BMC Remedy AR System using silent mode

Other platform enhancements

To understand all the enhancements that will be available when you upgrade the platform components to version 9.0, see:

  • Version 9.0.00 enhancements in BMC Remedy AR System from the BMC Remedy AR System online documentation
  • Version 9.0.00 enhancements in BMC Atrium Core from the BMC Atrium Core online documentation

Application enhancements

The following enhancements are made to the application components for enhanced deployment and better installation:

BMC Remedy ITSM Process Designer 9.0.00 enhancements

With this release the BMC Remedy ITSM Process Designer 9.0.00 is available with the following installation enhancements:

  • Significant reduction in installation and upgrade duration. 
  • If you have an existing version of BMC Remedy ITSM Process Designer installed on your base stack, you can now conveniently upgrade to BMC Remedy ITSM Process Designer 9.0, before you upgrade BMC Remedy ITSM core, BMC Service Request Management and BMC Service Level Management.

    Important

    Always upgrade BMC Remedy ITSM Process Designer before you upgrade BMC Remedy ITSM core, BMC Service Request Management and BMC Service Level Management.

    For more information, see Installing BMC Remedy ITSM Process Designer or Upgrading BMC Remedy ITSM Process Designer.

BMC Remedy Configuration Check utility enhancements for application components

BMC Remedy Configuration Check utility now provides new checks for the application components. 

 List of new BMC Remedy IT Service Management checks
 New BMC Service Request Management check

Other application enhancements

To understand all the enhancements that will be available when you upgrade the application components to version 9.0, see

  • Version 9.0.00 enhancements from the BMC Remedy ITSM online documentation
  • Version 9.0.00 enhancements in BMC Service Level Management from the BMC Service Level Management online documentation
  • Version 9.0.00 enhancements in BMC Service Request Management from the BMC Service Request Management online documentation
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