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.

Installation and upgrade updates in Service Pack 1

With this release the following deployment related enhancements are made:

Compatibility enhancements

With this release the following compatibility related enhancements are made:

For the detailed compatibility matrix, see Compatibility matrix

AR reconciliation enhancements 

With this release the following enhancements are made for AR customization reconciliation capabilities:

  • Remove granular overlay option is available for all objects. Earlier, this option was available only for Fields. See, Reviewing the object definitions using the Difference Editor
  • When you compare objects using the Difference list, now you can identify objects with pseudo conflicts. It means that the changes that BMC made in the new definition are already present in overlay definition and you do not need to reconcile them.
    The following change types are available
     

    • Pseudo conflict delete — Property deleted in the new definition when compared with the old base.

    • Pseudo conflict add — Property added in the new definition as well as overlay definition when compared with the old base.

    • Pseudo conflict change — Property changed in the new definition as well as overlay definition when compared with the old base.
      For more information, see Reviewing the changes using the Differences List.

Performance enhancements

With this release the following enhancements are made for performance improvement:

  • Oracle-Cursor-Sharing is set to EXACT because BMC Remedy AR 9.0 employs SQL binding variables when interacting with Oracle database server. See,  ar.cfg or ar.conf options N-R  in BMC Remedy AR System online documentation.
  • Full-Text-Index-Scheduler-Interval parameter is available. 

    If the Full-Text-Index-Scheduler-Interval is set to a value less than 60000 milliseconds (1 minute), the Full-Text-Index-Scheduler-Interval is reverted to a default value of 60000 milliseconds.
    See,  ar.cfg or ar.conf options E-M  in BMC Remedy AR System online documentation. 

  • New JVM settings
    • You can set the following parameter if you want create heap dump whenever you encounter out of memory error:
      -XX:+HeapDumpOnOutOfMemoryError
    • You can set the following parameter to specify the path of the heap dump directory:
      -XX:HeapDumpPath=<installfolder>/Logs
      For more information, see  JVM runtime analysis.

BMC Remedy Configuration Check utility enhancements for platform components

With 9.0 Service Pack 1, BMC Remedy Configuration Check utility now provides new and updated checks for the platform components. The configuration check utility now includes the HTML Report button. After running a check in GUI mode, when you click the HTML Report button, you are redirected the Pre-Check Summary tab. If the check fails, the associated error or warning is displayed in the Errors/Warnings tab. The help link redirects you to the description of the check available on the Wiki.  

New checks

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

 List of new BMC Remedy Atrium Core checks:
 List of new BMC Remedy AR system checks:

Updated checks

The following BMC Remedy AR System checks have been updated:

  • Java Version Check — This check now verifies whether Java 8 update 45 or later is installed is on the computer.
  • Meta-data Unique Values Check — While verifying whether the metadata tables have unique key value combinations prior to applying unique indexes in the upgrade, the check also considers overlays created over forms.
  • OS Compatibility Check — The check validates the compatibility of the following OS and their minimum supported versions.

Check that are no longer available

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

  • Admin Operations Check  — The condition to be verified is handled by the Installer.
  • CacheTest  — The new architecture makes the distinction of production and base development mode redundant.
  • Oracle Cursor Sharing Check — This check is no longer applicable because Oracle Database now uses bind variables.

The following BMC Remedy ITSM check is no longer available:

  • PreLoad Thread Config Check — This check was specific to 32-bit Windows machines that are no longer supported by 9.x server.

BMC Remedy Smart Reporting enhancements

With this release you can:

  • Use external Apache tomcat. Recommended version is 7_u59 and above. You can use external Apache tomcat only with fresh installation.
    See:
    • Preparing to install BMC Remedy Smart Reporting
    • Configure the BMC Remedy Mid-Tier  in the BMC Remedy ITSM Suite documentation
  • For Oracle database, you can also provide Oracle Service Name during installation. 

Addition of BMC Remedy Single Sign-On

BMC Remedy AR System introduces a new component which manages single sign-on. 

BMC Remedy Single Sign-On (Remedy SSO) is an authentication system that supports SAMLv2 and BMC AR System authentication protocols and provides single sign-on and single sign-off for users of BMC products. BMC Remedy Single Sign-On allows users to present credentials only once for authentication and subsequently be automatically authenticated by every BMC product that is integrated into the system. This component does not replace  BMC Atrium Single Sign-On product. The Remedy SSO is a light web application, which can be deployed on the same infrastructure as the AR Remedy Mid Tier.

  • For information on how to install the component see, Installing BMC Remedy Single Sign-On.
  • For understanding the key concepts of the Remedy SSO see,  BMC Remedy Single Sign-On  in BMC Remedy AR Sytem online documentation.

BMC Remedy SSO does not replace the BMC Atrium Single Sign-On product that is sold separately. Here is a quick comparison of BMC Remedy SSO and BMC Atrium SSO. This table will help you identify the right product between the two for your requirement.

CompetenciesBMC Remedy SSOBMC Atrium SSO
Authentication technologySupports BMC Remedy AR System based authentication and SAML V2 authenticationSupports multiple authentication technologies – SAML, AR System, LDAP, Kerberos, CAC, RSA.
DeploymentSimple architecture, several integration options OOTB, hence the deployment is fasterNeeds deeper understanding of your environment and products, needs a detailed planning to deploy
BMC product integrationCurrently focused on BMC Remedy suite of products. For example, compatible with BMC Remedy version 9.0.Can be integrated with other BMC products than just BMC Remedy suite.
ImplementationLight weight Java web application and agents; modern UI consistent with other BMC productsBased on open source OpenAM product
High availability and Session failoverSingle database instance is used to share the configuration and user sessions between cluster nodes

LDAP protocol is used to replicate the configuration between the nodes

ActiveMQ is used to exchange sessions state between the nodes
CertificatesCustomer can choose and configure any of HTTP or HTTPS on web application Tomcat server, agent’s containers, load-balancer depending on network security implementation. No bundled SSL certificatesHTTPS and SSL certificates are required; self-signed certificates are shipped after installation. Administrator has to be aware and manage SSL certificates
ScalabilityInstall new node on top of the cluster databaseInstall new node, configure replication and session sharing, issue a certificate with added new node, import new certificate to the agent trust stores
InfrastructureCan share BMC AR System infrastructureUses dedicated machines
Multi tenancyMulti tenant by defaultMulti tenancy needs to be configured

Zero downtime upgrade for platform components

With service pack 1 and later, you can upgrade the platform components directly on the production server with zero downtime (ZDT). The platform components that can be upgraded with zero downtime include the BMC Remedy AR System server and BMC Atrium Core components.

Zero downtime means no outage of the environment. The production work can continue while upgrade continues in the background. However, there is always the possibility of some reduction in throughput. There will be additional load generated that will be going on in parallel to live system. Thus, it is recommended that you must perform the upgrade during non peak hours or when the usage is lower. 

Also it is important to understand that certain features and functionality will not be available during the upgrade process.

In zero downtime upgrade process you don't need a staging environment. You directly upgrade the platform components of the production server. However, you still need the upgrade development server and the upgrade QA server.

Note

With this release, zero downtime upgrade is supported only if you are upgrading from version 7.6.04 SP2 or 8.1 SP2, and only for Microsoft Windows Server and Microsoft SQL.  

For more information see, Upgrading platform components with zero downtime.

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