Preparing for installation
The following topics provide information that you can use to prepare your environment for installing BMC Service Resolution 3.5 Service Pack 1:
Verify installation of supported products
Before you install BMC Service Resolution 3.5 Service Pack 1, ensure that you have installed licensed versions of all of the supported products. For more information, see Supported products and versions.
Note
If you have installed Remedy ITSM Service Pack 2 Patch 001 (8.1.02.001), you do need to install the BMC CMDB Extensions, which are available out of the box in this patch.
Install TrueSight Infrastructure Management or ProactiveNet
Before you install BMC Service Resolution 3.5 Service Pack 1, you must first install a supported version of TrueSight Infrastructure Management or ProactiveNet.
For information about installing TrueSight Infrastructure Management or ProactiveNet:
- See
Installing
in the TrueSight Operations Management 11.0 online documentation.
Before installing the TrueSight Infrastructure Management component, you must have installed Remedy Single Sign-On and TrueSight Presentation Server. The TrueSight Operations Management installation documentation describes how to plan for the deployment and to install these components. - See
Installing
in the ProactiveNet 9.6 online documentation.
Install Remedy ITSM 8.1 or later
Install Remedy ITSM 8.1 or later and ensure that it is integrated with TrueSight Infrastructure Management/ProactiveNet.
Install the BMC Service Resolution 3.5 Service Pack 1 on the Remedy ITSM server. See Installing the service pack on Remedy ITSM server.
Install BMC CMDB Extensions
If you are integrating Infrastructure Management with Atrium CMDB, you must install the BMC CMDB Extensions and components before configuring the TrueSight Infrastructure Management or ProactiveNet Server to integrate with the CMDB. Install BMC CMDB Extensions on the same computer where the Atrium CMDB is installed.
When you finish installing the BMC CMDB Extensions, you must restart Apache Tomcat.
Restarting Apache Tomcat on Microsoft Windows |
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Restarting Apache Tomcat on Linux or Solaris |
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Publish CIs
If you are using Remedy ITSM 9.1 and TrueSight Presentation Server 10.1 and if you encounter issue when publishing configuration items (CIs), contact BMC Support for the latest hotfix.
Back up Remedy AR System objects
As part of the BMC Service Resolution 3.5 installation, certain Remedy AR System forms, active links, and filters are modified. You must back up all Remedy Action Required System (Remedy AR System) objects before you install BMC Service Resolution 3.5, in case you later need to roll back the installation. You can either set up your system to perform this backup automatically, or you can perform a manual backup.
To manually back up Remedy AR System objects
Log on to Remedy Developer Studio as an administrator, and back up the following modified objects:
- HPD:CFG-Rules
- HPD:Help Desk
- HPD:Help Desk Classic
- HPD:IncidentProcessControl
- INT:BPPMDetails
- INT:OutBoundStaging
- INT:EventBuffering
Create an outage record
To successfully create an outage record, you need the eiframework.jar file.
- If you are using Remedy ITSM 9.0 and later and Oracle as the database and TrueSight Presentation Server 10.1, download this attachment and replace it in the BMC_ProactiveNet_HOME/pw/integrations/eventintegrator folder.
- If you are using ProactiveNet 9.5 SP2, download this attachment, unzip it, and rename it to eiframework.jar. Replace the file in the BMC_ProactiveNet_HOME/pw/integrations/eventintegrator folder.
Disable the filter
If you are using Remedy ITSM 9.1 or later, for the BMC Service Resolution 3.5.01 features to work, ensure that you disable the "BiiARS_HPD:OutBoundStagingForm_INCIDENTINFO!" Filter in Remedy Developer Studio.
Ensure sufficient disk space for installation
Ensure that the default %TEMP% directory has sufficient space for the installation. If not, increase the available space or change the temporary location. (The installer does not use the InstallAnywhere framework and is not affected by the IATEMPDIR system variable.)
Comments
I get page cannot be displayed when trying to access the link under Publish CI's. It looks like that folder PABPS no longer exists.
Hi, Cassie.
The following link should be more helpful. It directly accesses the 10.0.500 patch page on EPD for TrueSight Infrastructure Management.
https://webepd.bmc.com/ddl/cv/PTCH/337433/341376?fltk_=VTH1iwPCxfU%3D
If you still have a problem, you can try emailing me directly. I'll also keep an eye on this page for more comments.
Melody Locke
cc: Sanjay Prahlad
The note indicates that the CMDB extensions are not needed for Remedy 8.1 ITSM SP2 Patch 001, but we are running ITSM 9.1 SP3 patch 1 and found that we did need to install them after all. Is this note still valid for later releases?