3.0.01.001: Patch 1 for Service Pack 1

This topic contains information about fixes and updates in this patch and provides instructions for downloading and installing the patch

Before you begin

The patch is not cumulative. If you have not already done so, install Service Pack 1, as described in 3.0.01: Service Pack 1.

Updates

Patch 1 for BMC MyIT 3.0.01 includes the following file updates:

File or folderDescription
myit-app-metadata.def(Optional) Updated definition files for the BMC Remedy Action Request System server (AR System server) for integration with BMC HR Case Management

providers-distribtion.zip

tenant-config.zip

ux.zip

Updated files for the MyIT server

MyIT.apk

MyIT.ipa

New BMC MyIT clients for Android and iOS
DB Scripts
(Optional) Database scripts for appointment functionality and also to integrate BMC MyIT with BMC HR Case Management

 Patch 1 for version 3.0.01 includes the following functional updates:

  • Improved display of HTML instructions. Additional tags in HTML instructions for Service Request Definition (SRD) general instructions and for question instructions. The following additional tags are now supported in BMC MyIT: bold, paragraph, unordered (bullet) list, ordered (numbered) list, underline.
  • Configuration option to cross-launch SRDs of the type AIF into a new tab in the BMC MyIT Universal Client. This option is part of the provider settings for the SRM pluggable provider. To enable this option, set open.aif.new.window to true.
  • The following improvements have been made for integration with BMC HR Case Management:
    • Ability to integrate an existing BMC MyIT server with BMC HR Case Management

    • Ability to manage approvals in BMC MyIT from BMC HR Case Management when BMC HR Case Management and BMC Remedy ITSM are on different AR System servers.

Tip

For information about issues corrected in this patch, see Known and corrected issues.

Downloading the patch

  1. Download the appropriate patch file from the BMC Electronic Product Distribution (EPD) site:
    1. Open BMC MyIT, set Version to 3.0.01, and click Go.
    2. On the Patches tab, select BMC MyIT Version 3.0.01 Patch 001 and click Download Manager or Download (FTP) to download BMC_MyIT3.0.01_Patch_001.zip.
  2. Extract the files and folders.

Installing the patch

To install the patch, perform the following steps:

Performing updates on the BMC MyIT server

  1. Stop the Smart IT/MyIT Application service and the MyIT Social service.

  2. Update the providers by performing the following steps:
    1. On the BMC MyIT server, stop the Smart IT/MyIT Application service and the MyIT Social service.

    2. Back up the provider files in ..\Apache Tomcat installation directory\external-conf\provider by appending .orig to the directory name.

    3. Create a new, empty directory at the same level as provider.orig , and name the new directory provider.
    4. Replace the files that you backed up in step b with the new files from the the provider folder in the extracted patch archive.

  3. Update the UX folder by performing the following steps:
    1. In the BMC MyIT installation directory, back up the existing ux directory by renaming it to ux.orig. 
    2. Create a new, empty directory at the same level as ux.orig from step a, and name the new directory ux.

      Important

      To be able to use the MyIT Administration Console and the Universal client after installing the patch, the new directory name must be ux.


       

    3. Copy the contents of the ux ZIP archive from the patch into the newly created ux directory. The contents of the directory should look as follows:
  4. Start the MyIT Social service and Smart IT/MyIT Application service.

Replacing the mobile client files

  1. Back up the existing BMC MyIT mobile client files, MyIT.ipa and MyIT.apk that are in the MyIT installation directory\IPA\download folder.
  2. Replace the mobile client files with the files from the patch.
  3. Re-sign and rebrand the iOS mobile clients, as described in Re-signing and rebranding BMC MyIT for Apple iOS.
  4. Deploy the new clients to your users as described in Deploying BMC MyIT to your users.

(Optional) Enabling and configuring option to cross-launch SRDs of the type AIF into a new tab in the BMC MyIT Universal Client

  1. In the BMC MyIT installation directory, back up the existing tenant-config directory by renaming it to tenant-config.orig.
  2. Create a new, empty directory at the same level as tenant-config.orig , and name the new directory tenant-config.
  3. Copy contents of the tenant-config ZIP archive from the patch into the newly created tenant-config directory.
  4. Prepare the configuration utility as described in Configuring multitenancy.
  5. Edit the add_srm_provider script included in the tenant config folder of the patch and set the following values:

    SettingValueExample
    host_nameAR System server host nameset host_name=ar-server.calbro.com
    host_portAR System server port numberset host_port=8080
    ar_application_passwordUnencrypted AR application passwordset ar_application_password=p455w0rd
    mid_tier_urlMid-tier URL in the format http://fully.Qualified.Domain:port/arsysset mid_tier_url=http://mt.calbro.com
    skip_fulfillmentTrue or false. Indicates whether to wait for fulfillment creation (false) or skip fulfillment (true)set skip_fulfillment=true
    set open_aif_new_windowTrue or false. Indicates whether an SRD of the type AIF is cross-launched into a new tab.set open_aif_new_window=false
  6. Run add_srm_provider.

(Optional) Applying a fix for appointments

If you use the Appointment and calendar functionality, you must run this script.

Log in to the database as a MyIT/SmartIT business schema user and run the script appropriate to your environment.

Script nameEnvironmentAdditional instructions
 MSSQL.sqlMicrosoft SQL databaseReplace <DB_NAME> with the database name.
Oracle.sqlOracle databaseNone

(Optional) Applying the patch to the AR System server for integration with BMC HR Case Management

Depending on your environment, you might need to perform one or more of these updates.

  1. If you upgraded BMC MyIT from a version earlier than 3.0.01, perform this step to integrate with BMC HR Case Management.  After you have installed BMC HR Case Management, log in to the database as a MyIT/SmartIT system schema user and run the script appropriate to your environment.

    Script nameEnvironmentAdditional instructions
    HRCM+ITSM Integration MSSQL.sqlMicrosoft SQL database
    BMC Remedy ITSM and BMC HR Case Management on the same server
    Replace <DB_NAME> with the database name.
    HRCM+ITSM Integration Oracle.sqlOracle database
    BMC Remedy ITSM and BMC HR Case Management on the same server
    None
    HRCM+Separate ITSM Integration MSSQL.sqlMicrosoft SQL database
    BMC Remedy ITSM and BMC HR Case Management on separate servers
    Replace <DB_NAME> with the database name.
    HRCM+Separate ITSM Integration Oracle.sql

    Oracle database

    BMC Remedy ITSM and BMC HR Case Management on separate servers

    None
  2. If BMC HR Case Management and BMC Remedy IT Service Management (BMC Remedy ITSM) are on separate AR System servers, on the AR System server for BMC Remedy ITSM, import the myit-app-metadata.def file into the MyITData application by performing the following steps:
    1. Run BMC Remedy Developer Studio and provide administrator credentials to the AR System server.

    2. In AR Server Navigator, right-click the AR server name and select Import > Application.
    3. Select the myit-app-metadata.def that is provided with the patch, and then click Next.
    4. Verify that the application to import is MyITData and that Replaced Object on the Destination Server is selected. The remaining check box selections must remain unselected.
    5. Click Finish.
  3. If BMC HR Case Management and BMC Remedy ITSM are on separate AR System servers, perform the following steps from the Mid Tier:
    1. Log in to the AR System server for BMC Remedy ITSM as an administrator.
    2. Select Applications > BMC MyIT Administration > MyIT Administration Console.
    3. From the Cluster tab, select the tenant that is integrating with BMC HR Case Management.
    4. Select Persistence Data Stores and create a new data store. When prompted, enter the settings to your BMC HR Case Management server.
    5. Select Applications > MyIT-HRCM, and select the data store that you created in the previous step, and then click Save.

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Comments

  1. Mark Wychowski

    Step 2b of Performing updates on the BMC MyIT server states "Open the provider folder in the extracted patch archive and make a note of the file names." 

    The extracted folder name is actually "providers" and contains 26 folders.  Are you saying that we need to identify all files in all folders?  

    Step 2c then states to backup matched files by renaming. Or are we just supposed to rename the original 'Provider' directory with _orig similar to the UX folder instructions?

    Step 2d says to replace matched files, in reference to previous question, should we just copy the exported directory?  If we do, do we keep the directory name as Providers or make it Provider like the original?


    Feb 03, 2016 02:55
  2. Bradley Benedict

    It only works when the folder is named Provider like the original if you are copying the entire folder from the patch download folder.

    Feb 04, 2016 08:02
  3. Mark Wychowski

    Yes thanks, I got tried of waiting for someone from BMC to answer and went ahead and did it the way I thought it should be. 

    My point though, is that they should be more careful with the instructions that they post.  I've only been an Admin for Remedy/MyIT for less than 2 years, but I have yet to experience an easy upgrade/patch.  In fact, with MyIT upgrades I've ended up uninstalling/reinstalling MyIT each time in prod.

    I know a little more now and have an idea of what things to take with a grain of salt, but we are paying a lot of money for this stuff and shouldn't have to second guess step by step instructions.

    Feb 05, 2016 06:45