BMC Remedy ITSM Suite components and installers
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 in the BMC Remedy AR System documentation.
The following image illustrates where you install or upgrade the BMC Remedy IT Service Management (ITSM) Suite components.
When to download a service pack or 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 or the latest service pack (if available)
When you are perform a fresh installation or upgrade, a service pack installer will install or upgrade the full product. For example, when you install version 9.1.01, it installs version 9.1.00 along with enhancements that were made in 9.1.01 (Service Pack 1).
- Any patches that are available for the release or service pack
Patches are not full installers and must be applied over the latest full installation (release or a service pack). You must then apply the latest patch available, for example 9.1.01.002, which would contain the most recent fixes as well as the fixes from the previous patch, Patch 1.
- Any hotfixes that are available for known issues
If you sign up for , you will be notified about new service packs or patches for applying the latest changes, as well as bulletins about critical fixes.
This section explains how to download one or more BMC Remedy ITSM applications using the direct links.
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. 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 .
Download products by using the direct links
- From the List of installers table, click the link for the product that you want to install.
The product EPD links page appears for the given product as displayed in the following snapshot.
- To view platform specific installation links, click the Platform drop-down box and select the required platform.
- To download patch installers for the released product, click Patches.
The list of released patches appears in the table on the page.
- To download offline documentation and help for the product, click Documentation on the product EPD links page.
To make Help available to application users, you must install it on a computer that is running a web server, which is typically a different computer from the computer on which the application is installed. You can install the Help system on the computer on which you have installed BMC Remedy Mid Tier. For details, see Installing offline documentation.
- Click ftp://ftp.bmc.com/pub/ARRecommendedFixes/.
The Index of /pub/ARRecommendedFixes/ page is displayed.
- Click the link for the component that you want to upgrade. For example, 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.
You can read through the associated Readme file to decide whether to apply a hotfix. The Readme file also contains the instructions for applying the hotfix.
Remedy ITSM Suite product installers for version 9.1.04 installation files
The following table lists the installers for the products in the Remedy ITSM Suite. The links listed in this table directly take you to the respective installation pages on the BMC EPD website. The EPD links provided in the following table enables you to download installer for products, patches, and documentation for the given product from a single pane. 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.
List of installers
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:
Note: Atrium web services can be installed on the primary server or a separate server but not on a secondary server.
|Remedy Encryption Security||Remedy Encryption Performance Security installer
Installs BMC Remedy Encryption Premium Security.
|BMC Atrium Core|
|BMC Atrium Core||
Installs the following product and features:
|BMC Configuration, Incident, and Change Management|
|BMC Configuration Drift Management||BMC Configuration Drift Management installer
Installs the following features:
|Remedy IT Service Management products|
|Remedy ITSM core applications||
Installs the following products:
|BMC Service Level Management|
|BMC Service Level Management||
Installs the following components:
Note: Because this product is also available independent of the ITSM solution, the provided link also contains other BMC Remedy ITSM products. You must download only BMC Service Level Management installer at this point.
|BMC Service Request Management|
|BMC Service Request Management||BMC Service Request Management installer||Installs the BMC Service Request Management.|
|Other components and add-ons|
|Remedy ITSM Process Designer||Remedy IT Service Management Process Designer||Installs the Process Designer.|
Note: Always download and install the latest BMC Remedy Migrator version available when you are migrating delta data.
|Additional language packs||Respective installers||
You can install additional language packs during or after installation.
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.
|Component||Components or features that need to be installed|
|BMC Atrium Core||
|BMC Remedy ITSM||
|BMC Service Request Management||
|BMC Service Level Management||
Where to go from here
When you have finished downloading the installers, start with the appropriate process:
|Up to process||
When you have finished downloading the installers, return to the process.