Patch 1 for version 3.5.00: 3.5.00.001

This patch is released to enable compatibility between BMC Service Resolution 3.5.00, BMC TrueSight Presentation Server 10.1.00 and BMC TrueSight Infrastructure Management 10.0.500.

The following topics are provided:

Before you begin

Installing supported product versions

Before you install BMC Service Resolution 3.5 Patch 001, you must first install the supported version of BMC TrueSight Infrastructure Management/BMC ProactiveNet. See Supported products and versions.

Installing BMC CMDB Extensions

If you are integrating Infrastructure Management with BMC Atrium CMDB, you must install the BMC CMDB Extensions and components before you configure the BMC TrueSight Infrastructure Management Server to integrate with the CMDB. Install BMC CMDB Extensions on the same computer where BMC Atrium CMDB is installed. See  Installing BMC CMDB Extensions in the Infrastructure Management online documentation.

Installing the patch and reviewing the result

To install the patch, perform the following steps:

1. Install BMC Service Resolution 3.5 Patch 001 separately on the BMC TrueSight Presentation Server and BMC TrueSight Infrastructure Management server. See Installing the patch on the BMC TrueSight servers.
2. Install BMC Service Resolution 3.5 Patch 001 on the Remedy ITSM server. See Installing the patch on the Remedy ITSM server.
3. Edit the BMC_ProactiveNet_HOME/server/etc/<cellName>/kb/rules/ .load file to correct the outage entry. See Troubleshooting outage record creation.
4. If you are using Remedy ITSM 9.0 and Oracle as the database, download the eiframework.zip file and replace it in the BMC_ProactiveNet_HOME/pw/integrations/eventintegrator folder. Note: Before you replace the JAR file, ensure that you stop the Service Desk Integration Service or process.
5. Clear your browser cache.

To install the patch on the BMC TrueSight servers and review the result

1. Download the patch installer from the BMC Electronic Product Download site, or navigate to the installation directory on the CD.

2. Unzip the installer file:
   (Windows) BPPM_BSR_3.5.00.001_Installer_Windows.zip
   (Linux) BPPM_BSR_3.5.00.001_Installer_Linux.zip using the following command:
   

   gunzip -c BPPM_BSR_3.5.00.001_Installer_Linux.tar.gz |tar xvf -

3. Navigate to the Disk 1 folder.

4. Install the patch on the BMC TrueSight Presentation Server and BMC TrueSight Infrastructure Management server. Perform the following steps:
   
   1. Start the installer.
      (Windows) Run Setup.exe.
      (UNIX) Run the chmod -R 755 * command.
                  Run setup.bin.
      Ensure that the non-root user has permissions has r/w permissions to the /etc/bmc.profile file.
   2. Right-click the Setup application and click Run as Administrator.
   3. In the Welcome window, click Next. 
   4. In the Installation Review pane, review the list of features and click Install.

   5. 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 BPPM_BSR35_install_log.txt is located in the %TEMP% directory on your computer.

   6. Close the log file.

   7. To exit the installer, click Done.

Verifying the installation

1. On the BMC TrueSight Infrastructure Management server:
   1. At the command prompt, run the following command:
      pw viewhistory  
   2. Verify that the installed version is 3.5.00.001.
2. On the BMC TrueSight Presentation Server, verify whether you can see the Configure Outage service policies for CI based incidents under the Integrations section in the Admininstration console of TrueSight Presentation Server.

To install the patch on the Remedy ITSM server and review the result

1. Download the patch installer from the BMC Electronic Product Download site, or navigate to the installation directory on the CD.

2. Unzip the installer file.
   (Windows) ITSM_BSR_3.5.00.001_Installer_Windows.zip
   (Linux) ITSM_BSR_3.5.00.001_Installer_Linux.zip using the following command:
   gunzip -c ITSM_BSR_3.5.00.001_Installer_Linux.tar.gz |tar xvf -
   

3. Navigate to the Disk 1 folder.

4. Start the installer.
   (Windows) Run Setup.exe.
   (UNIX) Run the chmod -R 755 * command.
               Run setup.bin.
5. Right-click the Setup application and click Run as Administrator.
6. In the Welcome window, click Next.  
7. (Optional) In the Directory selection window, navigate to the directory in which you want to install BMC Service Resolution, or accept the default.
8. Click Next.
9. 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.
10. Click Next.

11. In the Installation Review pane, review the list of features and click Install.
    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

Verify that BMC Service Resolution is registered in the SHARE:Application_Properties form.

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

Postinstallation tasks

1. Perform the post installation procedures.
2. Integrate BMC TrueSight Infrastructure Management with Remedy ITSM.
3. Validate the integrations.