The following table explains the combinations of ITSM and BPPM versions supported by BMC Intelligent Ticketing 2.0.x.
Important
BMC Intelligent Ticketing is now called as BMC Service Resolution. On the EPD where you download the installer, search for "BMC Service Resolution". See Downloading the patch.
ITSM | ||||||
7.6.04 SP4 | 8.0.00 | 8.1.00 | 8.1 SP1 and 8.1 SP2 | 9.0.00 and 9.0 SP1 | ||
BPPM and BPPM Extensions | 8.6.02 SP4 | | Not supported | | | Requires manual installation. For more information, see the instructions provided as a workaround for the SW00468272 defect in Known and corrected issues. |
9.0 | | Not supported | |
| Requires manual installation. For more information, see the instructions provided as a workaround for the SW00468272 defect in Known and corrected issues. | |
9.0 SP1 | | Not supported | | | Requires manual installation. For more information, see the instructions provided as a workaround for the SW00468272 defect in Known and corrected issues. | |
9.0 SP2 | | Not supported | |
| Requires manual installation. For more information, see the instructions provided as a workaround for the SW00468272 defect in Known and corrected issues. | |
9.0 SP3 | | Not supported | | Requires manual installation. For more information, see the instructions provided as a workaround for the SW00468272 defect in Known and corrected issues. | Requires manual installation. For more information, see the instructions provided as a workaround for the SW00468272 defect in Known and corrected issues. | |
9.5 | | Not supported | | | Install Intelligent Ticketing 2.0.01 version on ITSM | |
9.5 SP1 | Install Intelligent Ticketing 2.0 version on ITSM | Not supported | Install BMC Service Resolution 3.0.01 version on ITSM | Install BMC Service Resolution 3.0.01 on ITSM and BPPM | Install BMC Service Resolution 3.0.01 version on ITSM and BPPM | |
9.6 | Install Intelligent Ticketing 2.0 version on ITSM | Not supported | Install BMC Service Resolution 3.0.01 version on ITSM | Install BMC Service Resolution 3.0.01 version on ITSM and BPPM | |
Legend | |
---|---|
Supported but not tested | |
Supported but to be tested | |
Supported and tested | |
Not supported |
Notes
Installing BMC Remedy ITSM Suite patch component
Installing BMC ProactiveNet Performance Management patch component
28 Comments
Mark Stephens
When will BMC Remedy ITSM suite 8.x be availabile?
Michael Ashall
Please confirm ITSM 8 question..
Darius Wallace
Yes ITSM v8.1 will be supported and should be available this week. At this time we do no have plans to support ITSM v8.0.
Roland Pocek
is this also valid for bppm 9.5 or will there be an update on the solution patch?
Ashwini Mathad
Hi Roland,
Thank you for your comment.
BPPM 9.5 includes Intelligent Ticketing 2.0 BPPM features. To get the ITSM related changes, you need to separately install the Intelligent Ticketing 2.0 or 2.0.01 patch, if you are using ITSM 7.6.04 SP4 or ITSM 8.1.00
Regards,
Ashwini
Roland Pocek
thanks for the info, so bppm 9.5 includes the features but the 9.5 cmdb extensions do not install the corresponding remedy changes?
Ashwini Mathad
Yes, you need to explicitly install the 2.0 patch after extension installer.
Roland Pocek
thanks but shouldnt the cmdb extenions for 9.5 also include the changes when bppm 9.5 does have all the changes included?
Ashok Kumar Jha
Hi Roland,
You have a valid point. But then BMC is working on to create solution releases for Intelligent Ticketing. Also going forward, the extension installer will no longer be needed and we are working on it. I can't commit on when this is going to happen, but we are working in that direction.
Hope this helps. Thanks.
Roland Pocek
good to know, many thanks for this information
Pete Flores
Ashwini Mathad
Roland Pocek
hi again,
this table only states remedy 7.6.04 SP4, will/should 7.6.04 SP5 also work?
thank you
regards Roland
Ashok Kumar Jha
Hi Roland,
7604 SP5 was a platform release only [AR + Atrium +CMDB]. The ITSM version is still 7604 SP4.
So Intelligent Ticketing 2.0 will work even if you have AR 7604 SP5. The Intelligent Ticketing patch is not dependent on the AR Server version. It depends on the ITSM version that you have. Hope this helps. Thanks.
Charles Kelley
Michael Ashall
Ashwini Mathad
Michael Ashall
Jeff DesRoches
Ashwini Mathad
June Tan
Ashwini Mathad
Carey Walker
We have BPPM 8.6.02.04 (i.e. SP4) and ITSM 8.1 Sp1. Above matrix suggests we need the IT 2.0.01 software and a manual install. I can't see 2.0.01 software on EPD, and where are the manual install instructions? Thanks.
Ashwini Mathad
Please see the following links:
To download the software on EPD - https://docs.bmc.com/docs/display/public/itkt20/Downloading+the+patch
To install - https://docs.bmc.com/docs/display/public/itkt20/Installing
Carey Walker
Thanks. Problem is EPD shows no 2.0.01 products. Gi to Service Resolution, then choose version 2.0.01. No product, only docs.
Ashwini Mathad
Did you click the Products tab after selecting the 2.0.01 version from the drop-down list? I can see the installer file there.
Carey Walker
All good now thanks. Having browser issues with IE11.
Jeff DesRoches