Installing BMC Service Resolution for Remedy ITSM

BMC Service Resolution is a solution for the constituent products: Remedy IT Service Management (Remedy ITSM) and TrueSight Infrastructure Management or ProactiveNet.

The following topics are provided:

Before you begin

To install BMC Service Resolution for Remedy ITSM


If you are installing in a server group environment, ensure that you install the service pack only on the primary server.

  1. Unzip the installer file.
    (Linux) using the following command:
    gunzip -c ITSM_BSR_3.5.01_Installer_Linux.tar.gz |tar xvf -

    You can find the installer files on the EPD.

  2. Navigate to the Disk 1 folder.

  3. Start the installer.
    (Windows) Run Setup.exe.
    (UNIX) Run the chmod -R 755 * command.
                Run setup.bin.
  4. Right-click the Setup application and click Run as Administrator.
  5. In the Welcome window, click Next. 
  6. (Optional) In the Directory selection window, navigate to the directory in which you want to install BMC Service Resolution, or accept the default.
  7. Click Next.
  8. In the Remedy AR System Server User Inputs window, enter the name and password of the AR System server administrator user, TCP port number, and alias name.
  9. Click Next.
  10. In the Installation Review pane, review the list of features and click Install.


    Depending on the Remedy ITSM version that you are installing, the installation program might show the ITSM BMC Service Resolution 3.5.01 install completed with warnings message. In most cases these warnings are benign and can be ignored. See the following Note about the warnings that can be ignored.

  11. After the installation is complete, in the Installation Review Summary window, click View Log to review any severe errors or warnings in the log. The installation log file ITSM_BSR_install_log.txt is located in the %TEMP% folder on your computer.

     Ignore the following warnings that might occur in the log files:

    • In the the BSR_InstallDirectory\Components\Logs\Logs\adf_import.log file:
      9054 The specified field does not exist in the form HPD:CFG-Rules : <304384321>
    • In the driver logs in the %TEMP% directory:
      Duplicate field/VUI ID in the form definition
  12. Close the log file.
  13. To exit the installer, click Done.

Verifying  the installation

To verify that BMC Service Resolution is registered in the SHARE:Application_Properties form, navigate to 
<AR server>/SHARE:Application_Properties form. 

The following image displays the SHARE:Application_Properties form after installation.


Post installation tasks

Perform postinstallation procedures.

Where to go from here

Installing BMC Service Resolution for TrueSight Infrastructure Management or ProactiveNet

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  1. Brad Taylor

    Please update this page with a banner/warning at the top to indicate that this is not required for versions of ITSM after.. 9.1.01?

    There is no clear indication of when BSR becomes bundled with ITSM - this should be added to along with this page.


    Mar 07, 2019 11:41
    1. Brad Taylor

      A pointer to this URL on this page would be useful as well.

      Mar 07, 2019 11:48