Downloading the installation files to upgrade
This topic explains how to obtain the files and the documentation that you need to install the entire BMC Remedy IT Service Management suite. If you need to install only the core BMC Remedy IT Service Management applications (Service Desk, Change Management, Asset Management, Knowledge Management), see.
You can only download installation files from the solution that you purchased (for example, BMC Remedy IT Service Management or BMC Cloud Lifecycle Management). Find the solution that you purchased on the EPD site; from there, you can locate the correct product, version, and installation ZIP files.
This topic provides information about:
To download the files
When viewing a product suite's latest version in EPD, you see only the components (including licensed add-ons) that are covered under the licenses associated with your Support ID or EPD profile.
You must install the latest service pack (if available) and then apply the latest patch. After the main release, only the latest service pack is a full installer. Patches are not full installer, and must be applied over the latest full installer.
For example, now that 8.1.02 is released, you must directly install 8.1.02 version. It is a full installer and contains 8.1.01 along with enhancements made in service pack 2 features. And then you must apply the latest patch released after 8.1.02.The latest patch contains the actual fix and fixes of the previous patch as well. For example, Patch 002 would include all the fixes of Patch 001. You don't need to apply Patch 001, then Patch 002. If Patch 001 was already installed and Patch 002 is installed, the patch installer verifies the environment and understands that only Patch 002 new items are needed.
The installation program includes the latest service packs and patches. If you just installed the product for the first time, you do not need to apply service packs or patches before you begin using the product. When new service packs and patches are released, you will perform an upgrade of the product to apply the latest changes.
Create a directory in which to place the downloaded files.On Microsoft Windows computers, ensure that the directory is only one level into the directory structure. The EPD package creates a directory in the temporary directory when you extract the files, and the directory that contains the installation image should not be in a directory deeper than two levels into the directory structure.
- Go to http://www.bmc.com/available/epd.html.
- At the logon prompt, enter your user ID and password, and click Submit.
- On the Export Compliance and Access Terms page, provide the required information, agree to the terms of the agreements, and click Continue.
- If you are accessing this site for the first time, create an EPD profile to specify the languages and platforms that you want to see, per the EPD site help; otherwise, skip to step 6.
- Verify that the correct profile is displayed for your download purpose, and select the Licensed Products tab.
- Click BMC Remedy AR System Server from the list of available products.
- Select the required version number from the Version field, the required platform from the Platform field, and click Go.
- Products—Displays the product files and service pack files available for download.
- Patches—Displays the patch files available for download.
- License Information—Displays the files related to licenses.
- Documentation—Displays the Online Technical Documentation Portal links and the offline zip files of the documentation available for download.
- Select the check boxes next to the installation files, documentation, and (if available) associated prerequisites and technical bulletins, that you need to download. For example: BMC Remedy AR System Server to show the available versions.
- Click Download (FTP) or Download Manager:
- Download (FTP) places the selected items in an FTP directory, and the credentials and FTP instructions are sent to you in an email message.
- Download Manager enables you to download multiple files consecutively and to resume an interrupted download if the connection drops.
This method requires a one-time installation of the Akamai NetSession client program on the target computer and is usually the faster and more reliable way to transfer files. A checksum operation is used to verify file integrity automatically.
Enabling search in the offline documentation
The Offline Documentation - productName version zip file contains an archived version of the online documentation. For the latest and most comprehensive content, see the BMC Online Technical Documentation Portal.
To enable search in the offline documentation
Deploy the offline documentation on a web server by using one of the following methods:
- If this is the first BMC offline documentation archive that you are installing on the web server, extract the zip file to the web application deployment folder of your web container (servlet container).
For example, with an Apache Tomcat web server, extract the zip file to<TomcatInstallationDirectory>\webapps.
- If at least one BMC offline documentation archive is already installed on the web server, perform the following steps:
- Extract the zip file to your hard drive.
- Open the extracted localhelp folder.
- Copy only the productName version folder and the productName version.map.txt file to thelocalhelp folder of your web container (servlet container).
For example, if you are deploying BMC Asset Management 8.1 documentation to an Apache Tomcat web server, copy the asset81 folder and the BMC Asset Management 8.1.map.txt file to<TomcatInstallationDirectory>\webapps\localhelp. Do not include the other folders and file.
To view the offline documentation in a browser
Type the following URL:
http://<servletName>:<portNumber>/localhelp/<extractedDocumentationFolder>/Home.html. For example: http://SanJoseTomcat:8080/localhelp/ars81/Home.html