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9.1.04.002: Patch 2 for version 9.1.04

This topic provides instructions for downloading and applying the patch for the following components:.

  • BMC Remedy AR System  
  • BMC Remedy Mid Tier  
  • BMC Atrium Core CMDB
  • BMC Remedy ITSM Suite
  • BMC Service Request Management

Note

To install patch 2 for BMC Remedy Smart Reporting 9.1.04, see Installing BMC Remedy Smart Reporting 9.1.04.002.


Before you begin

Before you install version 9.1.04.002, you must ensure the following items:

  • All of the servers in a server group are upgraded to either version 9.1.04 or 9.1.04.001.  For example, if you are on version 9.1.03, upgrade primary and secondary servers for the Remedy platform and the Remedy applications to version 9.1.04. For instructions, see 9.1.04: Service Pack 4.
  • Before deploying the patch package, you can rank the order in which the components are updated. To set the component ranking order in the AR System Monitor form, see  Setting the component ranking order before deploying a binary payload
  • If you have cloned any of your servers, you must remove the monitor-ARServer-guid.properties file of the cloned server from the AR System home (Windows) or bin (UNIX) directory. The monitor-ARServer-guid.properties file contains the GUID information which is unique for each server. A new GUID is generated for the cloned server when the filedeployer process is restarted. 
  • Ensure that all the AR System Java Clients have been stopped before you apply the patch.
  • If you have the BMC Remedy Encryption Security installed, temporarily deactivate it. You must reactivate the encryption security after you install the patch. For instructions, see Deactivate BMC Remedy Encryption Security.

  • Ensure that you have enabled arjavaplugin.log in DEBUG mode. For instructions, see Enabling logs to troubleshoot deployment issues.
  • (Optional) Capture a snapshot of your application objects. For instructions, see Capturing a snapshot of server application objects.

Important

If you open this patch package in Windows Explorer, the package contents may not be visible because of the compression algorithm. Due to this, some compress files might not open.
If you face this issue, run a third-party utility such as 7Zip or WinRar.

To download this patch from BMC Electronic Product Download site 

Perform the following steps to download the patch on your system:

  1. Login to the  BMC Electronic Product Download site  and click Product Patches.
  2. In the Find Patch Name field, enter the product name and click Go.
    Or
    Scroll down the products list to find the relevant product. For example, Remedy AR System Server. 

    Note

    The deployment package for ITSM Suite is available under the ITSM application components. For example, you can download the ITSM Suite deployment package from Remedy Change Management Application 9.1.04.

  3. To view the product versions list, click the + sign next to the product name.  

  4. Click the + sign next to the product version to view the available patches. For example, click the + sign next to Remedy AR System Server 9.1.04. 

  5. Select the check-box for the required patch. 

  6. Select either of the following options:
    1. Download FTP— The files you need to download are placed in an FTP directory. The credentials are provided in an email.
    2. Download Manager—You can download multiple files consecutively. This is the fastest and the most reliable method.

      The following table lists the patch file name of each component: 

      BMC Remedy Mid Tier

      D2P_midtierARS_9.1.04-P201802172235180217.zip

      BMC Remedy AR System Server

      D2P_arsARS_9.1.04-P201802172235180217.zip

      BMC Atrium Core (CMDB)

      D2P_cmdbAtrium_9.1.04-P180221-180620180221.zip

      BMC Remedy ITSM Suite

      D2P_ITSM180222-213253180222-213253.zip

      BMC Service Request Management

      D2P_SRM180216-005543180216-005543.zip

To import the package in your environment

After downloading the patch package(s), the AR system administrator or the Deployment Manager must perform the following steps for each component: 

  1. Open the BMC Remedy Deployment Management Console.
  2. Click Transfer Package > Import. Depending on the component that you are installing, import the respective D2P ZIP file. For example, if you are installing the patch for BMC Remedy AR System Server, import the D2P_arsARS_9.1.04-P201802172235180217.zip file. Do not extract the contents of the ZIP file. 
    For deploying Mid Tier deployment package, see  KA000150178
  3. Select Browse from the pop-up window to navigate to the folder from where you want to import the package.
  4. Select the package that you want to import and click OK.

    Note

    The package is a ZIP file. Import the package without extracting the ZIP file.

  5. Click Refresh.
    The status of the package is Ready to Deploy.

To deploy the package in your environment

When you successfully import the patch package, the entry of the package is displayed in the AR System Deployment Management Console. Deploy the patch packages in the following sequence:

  1. BMC Remedy Mid Tier
  2. BMC Remedy AR System
  3. BMC Atrium Core (CMDB)
  4. BMC Remedy ITSM Suite
  5. BMC Service Request Management

The AR system administrator or the Deployment Manager must perform the following steps to deploy the package in your environment. :

  1. Open the AR System Deployment Management Console.
  2. Select the package entry and click Operations > Deploy.
    The following message is displayed for Remedy AR System Server, Mid Tier, and Atrium Core:
    This package includes files to be deployed/rollback. You can monitor the status of the file deployment/rollback by opening the package, selecting the item for file deployment and clicking on the "View Payload Status" button. (ARNOTE 10000) 
  3. When you click OK on the message, the State of the package changes to Deployed.  
  4. Select the package entry and click Manage Package > View.
    The AR System Deployment Management form opens.

    Note

    To check the deployment status of BMC Remedy ITSM Suite or BMC Service Request Management packages, select View and verify the details.


    Perform the following steps only for Remedy AR System, BMC Remedy Mid Tier, and BMC Atrium Core.

  5. Select Deployment Payload from the table next to Deployment Package Contents panel.
  6. Click the View Payload Status button.
    A table that shows the status of the package on all the servers in a server group is displayed. 
  7. Connect to the remote server that has the Pending download status.
  8. Set JAVA_HOME to a correct JRE path.
  9. Run the arpayloaddeploymentutil.bat (Windows) or arpayloaddeploymentutil.sh (UNIX) file from either of the following locations:

    BMC Remedy AR System Server or BMC Atrium Core (CMDB)<Install Directory> (Windows)
    <Install Directory>/<bin> (UNIX/Solaris)
    BMC Remedy Mid Tier<Mid Tier Install Directory>/filedeployer 
  10. To check the paylod deployment status, verify the following logs:

    BMC Remedy AR System Server or BMC Atrium Core (CMDB)<Install Directory>/Arserver/db/arfiledeployer.log (Windows) 
    <Install Directory>/db/arfiledeployer.log (UNIX/Solaris)
    BMC Remedy Mid Tier<Mid Tier Install Directory>/filedeployer/Logs/arfiledeployer.log (Windows)
    <Mid Tier Install Directory>/filedeployer/Logs/arfiledeployer.log  (UNIX)

    When you run the arpayloaddeploymentutil.bat (Windows) or arpayloaddeploymentutil.sh (UNIX) file on a server, all the related services mentioned on the package for the server are stopped. After the successful deployment of the package, the services will be up.

  11. Repeat from step 8 to step 10 for all the servers of a server group where you want to deploy the patch.

    Note

    BMC recommends that you do not redeploy a package in an environment if it is already deployed successfully.

    For information about applying patch for a WAR based Mid Tier, see Enabling binary payload deployment for a .war file-based mid tier deployments.

After deploying the patch package 

Perform the following tasks after you install the patch:

  • If overlays exist for any of the objects that were updated, use three-way reconciliation in Developer Studio to reconcile the objects. For instructions, see Reconciling Workflow Objects .
  • Clear plug-ins cache and sync the Remedy Mid Tier cache. To do this,  stop the mid tier server and delete the folder located at AR Installation path\midtier\PluginsCache.  Defect fixes included in this patch may not be available in your environment if you do not clear the plugin cache. 

    • If you are using web servers other than Apache, such as JBoss and WebLogic servers, perform the following steps to view the defect fixes provided for BMC Service Request Management:

      1. Log into the mid tier and open the Request Entry console.
      2. Ensure that the new folder SRSServiceRequestConsole under the PluginsCache directory is created.
      3. Stop the web server.
      4. Copy classes.jar from midtier\luginsCache\[server]\SRSServiceRequestConsole folder to midtier\WEB-INF\lib folder.
      5. Start the web server.

(Optional) To rollback the patch 

You can restore the objects in a patch to the pre-deployment state, if an issue occurs during the validation of the patch, or if an error occurs while deploying the patch. If you have rollback the patch packages, BMC recommends that you rollback the patch packages in the following sequence:

  1. BMC Service Request Management
  2. BMC Remedy ITSM Suite
  3. BMC Atrium Core (CMDB)
  4. BMC Remedy AR System
  5. BMC Remedy Mid Tier

The AR System administrator or Deployment Manager can perform the following steps on the AR System Depolyment Management console to rollback the patch:

  1. On the AR System Deployment Management console, select the deployed patch from the table.
  2. Click Operations > Rollback. The following message is displayed for Remedy AR System Server, Mid Tier, and Atrium Core:
    This package includes files to be deployed/rollback. You can monitor the status of the file deployment/rollback by opening the package, selecting the item for file deployment and clicking on the "View Payload Status" button. (ARNOTE 10000) 
  3. When you click OK on the message, the State of the package changes from Pending Rollback to Rolled back
  4. Select the package entry and click Manage Package > View. The AR System Deployment Management form opens.

    Note

    To check the payload status of BMC Remedy ITSM Suite or BMC Service Request Management packages, select View and verify the details.


    Perform the following steps only for Remedy AR System, BMC Remedy Mid Tier, and BMC Atrium Core.

  5. Select Deployment Payload from the table next to Deployment Package Contents panel.
  6. Click the View Payload Status button.
    A table that shows the status of the package on all the servers in a server group is displayed. 
  7. Connect to the remote server that has the Pending Rollback status.
  8. Run the arpayloaddeploymentutil.bat (Windows) or arpayloaddeploymentutil.sh (UNIX) file from either of the following locations:

    BMC Remedy AR System Server<Install Directory> (Windows)
    <Install Directory>/<bin> (UNIX/Solaris)
    BMC Remedy Mid Tier<Mid Tier Install Directory>/filedeployer 
  9. To check the payload status, verify the following logs

    BMC Remedy AR System Server or Atrium Core (CMDB)<Install Directory>/Arserver/db/arfiledeployer.log (Windows) 
    <Install Directory>/db/arfiledeployer.log (UNIX/Solaris)
    BMC Remedy Mid Tier<Mid Tier Install Directory>/filedeployer/Logs/arfiledeployer.log (Windows)
    <Mid Tier Install Directory>/filedeployer/Logs/arfiledeployer.log  (UNIX)

    When you run the arpayloaddeploymentutil.bat (Windows) or arpayloaddeploymentutil.sh (UNIX) file on a server, all the related services mentioned on the package for the server are stopped. After the successful rollback of the package, the services will be up.

  10. Repeat from step 6 to step 8 for all the servers in a server group where you want to rollback the patch.

Where to go from here

Remedy Change Management Application 9.1.04

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Comments

  1. Sirisha Dabiru

    Hi Emmanuel Galia,


    Here is the response for your comment:

    CommentResponse

    Tried turning off the "BMC Remedy Mid Tier File Deployer" service on the mid-tier that was already patched, but the deployment app still detects it (and it's also ranked higher than the one that needs it, obviously).

    For deploying the apps, you must turn on the fiedeployer service. If it is turned off, it is automatically turned on during the deployment.


    Regards,

    Sirisha

    Feb 15, 2019 12:00