This documentation supports the 9.1 version of BMC Remedy ITSM Deployment.

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



Applying a hotfix or a patch

BMC Remedy offers all the hotfixes and patches as a package. Applying a package in your environment is easier and faster. You can login to the BMC Electronic Product Download (EPD) site and download the hotfix or patch and deploy the same in your environment without using the installer.

The hotfix or patch package can be a binary payload, batch or Shell scripts, definition, or data files (.arx files).

Advantages

  • A single method for applying a hotfix or patch without using the installer.
  • You can apply a hotfix or patch faster, effectively, and reliably across the server group.
  • A single product is available for all the platforms.
  • Less manual efforts are required to apply a hotfix or a patch. 

Components supporting the hotfix or patch deployment

You can deploy patch and hotfix for the following components:

  • BMC Remedy AR System Server
  • BMC Remedy Mid Tier 
  • BMC Atrium CMDB
  • BMC Remedy ITSM Suite
  • BMC Service Request Management
  • Remedy with SmartIT 2.0

Deployment cycle of patch or hotfix package

The following graphic displays the multiple stages of hotfix or patch deployment:

The following video provides an overview of patch or hotfix deployment:


 

How to apply a hotfix or a patch on your environment

You can apply the hotfix or patch by following three simple steps.

  1. Download the patch from EPD site
  2. Import the package 
  3. Deploy the package

To download the patch from BMC Electronic Product Download site

  1. Login to the BMC Electronic Product Download site and select a product. For example, BMC Remedy AR System Server.
  2. Select the appropriate version from the Version list.
  3. Select the Patch tab.
  4. Click Go. The list of available patches is displayed.
  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 patch is downloaded on your system.

To import the package into your environment

The AR system administrator or the Deployment Manager performs the following steps:

  1. Open the AR System Administration > BMC Remedy Deployment Management Console.
  2. Click Transfer Package > Import.
  3. Click Choose File 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.
  5. Click Refresh.
    The status of the package is Ready to Deploy.

To deploy the package in your environment

When you successfully import the package, the entry of the package is displayed in the AR System Deployment Management Console. The AR system administrator or the Deployment Manager performs the following steps to deploy the package in an environment :

  1. Log in to Mid Tier as an administrator or a package deployer user by using the following URL:
    http://<midTierServerName>:<port number>/arsys 

  2. From the IT Home page, select Applications > AR System Administration>AR System Deployment Management Console.

  3. Select the package entry and click Operations > Deploy.
    The following message is displayed for BMC Remedy AR System Server, BMC Remedy Mid Tier, and BMC Atrium Core CMDB:
    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) 
  4. When you click OK on the message, the State of the package changes to Deployed.  
  5. Select the package entry and click Manage Package > View. The AR System Deployment Management form opens. 

    If you are deploying BMC Remedy ITSM Suite or BMC Service Request Management, check the details on the AR System Deployment Management form to verfiy the deployment status.

    If you are deploying BMC Remedy AR System Server, BMC Remedy Mid Tier, or BMC Atrium Core CMDB, you must continue with the following steps:

  6. Select Deployment Payload from the table next to Deployment Package Contents panel.
  7. 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. 
  8. Connect to the remote server that has the Pending download status.
  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 plugin services on the server are stopped. After the successful deployment of the package, the plugin services are started. This process takes time.

  11. Repeat from step 6 to step 8 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 a package 

Perform the following tasks after you deploy the package:

  • 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 a patch or hotfix may not be available in your environment if you do not clear the plugin cache. The files and folders will be regenerated when you access a specific plug-in.

    • 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 a patch or a hotfix

You can restore the objects in a patch or a hotfix to the pre-deployment state if either of the following conditions is true:

  • An issue occurs during the validation of a patch or hotfix
  • An error occurs while deploying a patch or a hotfix.

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

  1. On the AR System Deployment Management console, select the deployed patch or the hotfix from the table.
  2. Click Operations > Rollback. The following message is displayed for BMC Remedy AR System Server, BMC Remedy Mid Tier, and BMC Atrium Core CMDB:
    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.

    If you are rolling back BMC Remedy ITSM Suite or BMC Service Request Management package, check the status on the AR System Deployment Management form.

    If you are rolling back BMC Remedy AR System Server, BMC Remedy Mid Tier, or BMC Atrium Core CMDB package, you must continue with the following steps:

  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)

    Note

    When you run the arpayloaddeploymentutil.bat (Windows) or arpayloaddeploymentutil.sh (UNIX) file on a server, all the related plugin services on the server are stopped. After the successful rollback of the package, the plugin services are started. This process takes time.

  10. Repeat from step 6 to step 9 for all the servers in a server group where you want to rollback the patch or the hotfix.

Note

The armonitor.cgf file has the following new entries:

  • External-Windows-Service: process-type = BMC:EmailEngine, service-name="BMC Remedy Email Engine - 1"
  • External-Windows-Service: process-type = BMC:FlashBoardServer, service-name="BMC Remedy Flashboards Server -

These entries are used to start and stop the Flashboard and Email engine services when you apply a patch that is provided as a binary payload.


Related topics

Using the AR System Deployment Management console  

Viewing the status of a binary payload

Troubleshooting the BMC Remedy Deployment Application

File Deployer configuration parameters

Configuring the File Deployer settings

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Comments

  1. Sirisha Dabiru

    Hi Eric Wuensche,

    Here is the answer for the following comment:

    CommentAnswer

    I am missing a description, how a rolled back patch can be deployed again. When I rolled back a patch, I could not deploy it again (Deploy option was greyed out). So I removed it and uploaded it again. When deploying now, the deployment fails, as the binary files are already existing with the same ID in the database. The mentioned step is shown in the process picture, but not described in detail. Do I miss something?

    Hope you followed the rollback steps specified in the documentation.

    The following topic in the Remedy ITSM Deployment 18.08 documentation mentions how to view the deployment logs and the folder to be deleted after rollback:

    Applying a deployment package

    Regards,

    Sirisha

    Jan 17, 2019 06:39