This documentation supports the 19.05 version of BMC Digital Workplace Advanced.

To view an earlier version, select the version from the Product Version menu.

Installing the ITSM integration patch

Before you install BMC Digital Workplace, you must install the ITSM Integration patch on your BMC Remedy ITSM server. This patch enables BMC Remedy IT Service Management (BMC Remedy ITSM) to work with BMC Digital Workplace. The installation applies to required BMC Remedy ITSM patches.


BMC Remedy ITSM upgrades and patches will overwrite the ITSM Integration patch changes. If you install BMC Digital Workplace for a supported BMC Remedy ITSM and later upgrade BMC Remedy ITSM to a new version or apply a service pack or patch, you must reinstall the ITSM Integration patch for BMC Digital Workplace to perform correctly.

Before you begin


If you have installed BMC Remedy ITSM 18.08 Patch 1 or later, and also installed the Remedy ITSM Version 18.08.00 Patch 001 Deployment Management Package for BMC Digital Workplace 18.11.00 patch, you do not need to download and install the BMC Digital Workplace ITSM Integration Patch Version 18.05.00 patch from the BMC Digital Workplace installation files.

The Remedy ITSM Version 18.08.00 Patch 001 Deployment Management Package for BMC Digital Workplace 18.11.00 patch will work with BMC Digital Workplace for all versions between 18.11.00 and 19.05.00.

  • Ensure that you have the following applications installed (minimum requirements): 

    • BMC Remedy Action Request System (BMC Remedy AR System) 

    • BMC Remedy ITSM

    • BMC Service Request Management (if your implementation includes BMC Service Request Management)

  • Ensure that the BMC Remedy AR System server is running Java Runtime Environment (JRE) version 8 or 11, or OpenJDK version 11 installed with the JAVA_HOME environment variable is set to the JRE path; for example, C:\Program Files\Java\jre1.8. Otherwise, the patch will not install correctly.
  • If you are installing the ITSM Integration patch as a non-root user, make sure that your system administrator has completed the requirements described in Requirements for a non-root user to run the installer.
  • Back up your database and environment.
  • Find your completed Installation worksheets for Digital Workplace, so that you know the server on which BMC Digital Workplace will be installed and what port it will use.


Running the patch installer from any server other than the BMC Remedy ITSM server is not supported.

To install the patch in an AR System server group, run the ITSM Integration patch installer only on the Admin server of the AR System server group environment.

To install the ITSM Integration patch

  1. On the BMC Remedy AR System and BMC Remedy ITSM server machine, download the installation files from or DigitalWorkplaceITSMIntegrationPatchversion.Linux.tar.gz.
  2. After decompressing the ITSM Integration patch files, run the setup.exe or setup.bin file.

  3. Complete the steps in the installation process by using the information that you collected on the installation worksheet.

  4. Review the installation summary, and click Install.

If you have recently installed or upgraded BMC Remedy ITSM suite, the installation of ITSM Integration patch might display the following message:

"Reindexing in progress. Please wait until the reindexing is finished on this AR."

Re-indexing may take from hours to days depending on your data. To check whether re-indexing is in progress, go to AR System Server Information > FTS tab. The Reindex check box is disabled if re-indexing is in progress and a message is displayed. Wait until the re-indexing is complete, and then install the ITSM Integration patch.

Sometimes, re-indexing may be stuck. Go to <BMC Software\ARSystem\ftsconfiguration\collection> and verify whether the generated index files are getting updated with the latest time stamp. A considerable difference in the current time and the latest timestamp implies FTS re-indexing is stuck. You need to re-index your data. Before re-indexing, delete the entries in the ft_pending table in the database.

Where to go from here

If you are  performing a fresh installation, verify whether you have any tasks remaining to prepare for installation.

If you are performing an upgrade, verify whether you have any tasks remaining to prepare for upgrade.

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  1. Jan Sierens

    The patch is advertised as 18.05 instead of 18.08 on EDP. Is that correct?

    Oct 16, 2018 10:03
    1. Ravee Panjwani

      Thanks for your comment, Jan. The ITSM integration patch has not changed since 18.05, which is why the same version number is used on EPD.


      Oct 16, 2018 11:54
  2. Marek Ceizel

    We upgraded from ITSM 9.1.04 / DWP 18.02 to ITSM 18.08.001 / DWP 18.11. Do we still have to install the Patch 18.05 ? there is no other available.

    Feb 27, 2019 01:55
    1. Ravee Panjwani

      Thanks for your comment, Marek.

      You are right about the patch, it has not changed since 18.05. However, you will need to upgrade from BMC Digital Workplace 18.02 to version 18.05, and then upgrade to version 18.11. For more information, please see Upgrading BMC Digital Workplace.


      Feb 27, 2019 01:58
  3. Mariya Popova

    Do we need this patch for ITSM 19.02?

    Apr 09, 2019 04:28
    1. Ravee Panjwani

      Thanks for your question, Mariya. And apologies for the delay in getting back to you.

      You will need to install this patch, if you are doing a fresh installation of BMC Remedy ITSM and BMC Digital Workplace.


      Apr 24, 2019 03:27
  4. Jan Sierens

    It gets very confusing. Do we need a patch for a 19.02 fresh install?

    Apr 18, 2019 08:31
    1. Ravee Panjwani

      Thanks for your question, Jan. 

      Yes, you will need to install this patch for a fresh install.


      Apr 24, 2019 03:27