Troubleshooting installation directory path

IssueResolution

When you upgrade to BMC Service Resolution 3.5.01, the service pack is installed in the default installation directory (C:\Program Files\BMC Software\BMCRemedyITSMSuite\BMCServiceResolution), instead of the existing installation directory, where BMC Service Resolution 3.5 was earlier installed.

You cannot install the service pack at the same location as BMC Service Resolution 3.5, because the installation directory path field is not editable during installation.

Example:

If you had installed BMC Service Resolution 3.5 at C:\Program Files\BMC Software\BSR and if you are upgrading to BMC Service Resolution 3.5.01, the installer will install the service pack at the default location, which is C:\Program Files\BMC Software\BMCRemedyITSMSuite\BMCServiceResolution and not C:\Program Files\BMC Software\BSR.

To resolve this issue, perform any one of the following workarounds:

If BMC Service Resolution 3.5.01 is already installed

  1. Navigate to the default installation directory and open the ITSM_BSR35_InstalledConfiguration.xml file for editing.
  2. Locate the installationDirectory parameter and replace the default installation path from <installationDirectory freeDiskSpace="42359296 KB"> C:\Program Files\BMC Software\BMCRemedyITSMSuite\BMCServiceResolution</installationDirectory>

    to

    <installationDirectory freeDiskSpace="42359296 KB">C:\Program Files\BMC Software\BSR</installationDirectory>
    .
  3. Locate the environment variable and change its name.
    For example, change BMC_REMEDY_ITSM_SUITE_HOME to BMC_REMEDY_ITSM_SUITE_HOME_TEMP.

  4. Launch the BMC Service Resolution 3.5.01 installer.
    Test whether the installer is taking the new installation directory path.

If BMC Service Resolution 3.5.01 is yet to be installed

  1. Navigate to the default installation directory and open the ITSM_BSR35_InstalledConfiguration.xml file for editing.
  2. Locate the environment variable BMC_REMEDY_ITSM_SUITE_HOME and provide a temporary name to it.
    For example, rename it to BMC_REMEDY_ITSM_SUITE_HOME_TEMP. 
  3. Launch the BMC Service Resolution 3.5.01 installer.
  4. After the installation is complete, rename the environment variable to BMC_REMEDY_ITSM_SUITE_HOME.

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