This documentation applies to the 8.1 version of Remedy IT Service Management Suite, which is in "End of Version Support." You will not be able to leave comments.

To view the latest version, select the version from the Product version menu.

Patch 2 for version 8.1.00: 8.1.00.002

Patch 2 for version 8.1.00 resolves issues in the following applications and components:

  • Foundation
  • Data Management
  • BMC Remedy Asset Management
  • BMC Change Management
  • BMC Service Desk
  • BMC Knowledge Management
  • BMC Service Desk

Important

If you have installed MyIT or Smart IT and upgrade BMC Remedy ITSM to a new version or apply a service pack or patch, you must re-install the User Experience patch for Smart IT/MyIT. See Installing the Smart IT User Experience patch or Installing the user experience patch for 2.1 and 2.2.

BMC Remedy ITSM upgrades and patches overwrite the User Experience patch changes, which causes Smart IT and MyIT to not perform correctly.

Tips

Patch 2 is a cumulative release and includes all of the fixes that were provided in Patch 1. For information about issues corrected in this patch, see Known and corrected issues.

Click here to create a PDF version of the Patch 2 release notes.

The patch installer automatically determines which modules are already installed on the target computer and then applies the patches only to those modules. For example, if you run the BMC Remedy ITSM Suite patch installer on a computer on which you have installed only BMC Change Management, only the fixes relevant to BMC Change Management are applied.

Note

You must have version 8.1.00 installed before you can apply this patch. Separate patch installers are available for BMC Remedy AR System, BMC Remedy ITSM Suite, and BMC Service Request Management.

Refer to the BMC Remedy AR System patch documentation for information about applying the BMC Remedy AR System patch.

The following sections provide information about installing the patches for BMC Remedy ITSM Suite and BMC Service Request Management:

Before you begin

  • The patch installer does not use the Install Anywhere Framework and is not affected by the IATEMPDIR system variable. If the default %TEMP% directory has insufficient space, increase the available space or change its location.
  • Ensure that all AR objects, such as forms and workflows, have been released before you apply the patch.

Installing the patch and reviewing the results

Note

If you have not already done so, disable escalations on the BMC Remedy AR System Server, by following the instructions that are provided in Disabling escalations.

  1. Download the patch installer from the BMC Electronic Product Distribution (EPD) site, or navigate to the installation directory on the CD.
  2. Unzip the installer.
  3. Navigate to the Disk 1 folder.
  4. Start the installer:
    • (Microsoft Windows) Run setup.cmd.
    • (UNIX) Log on as root and run setup.sh.

      Note

      You might receive the Cannot find a JAVA_HOME error message, if you have not configured the JAVA_HOME location as an environment variable. You must also update the PATH environment variable.
      For example:

      • On Windows —
        • JAVA_HOME = C:\Program Files\Java\jre6
        • PATH = C:\Program Files\Java\jre6\bin
      • On UNIX —
        • $JAVA_HOME = /usr/java7_64/jre/
        • $PATH = /usr/java7_64/jre/bin
  5. In the lower-right corner of the Welcome page, click Next.
  6. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
  7. On the Patch contents page, review what is included in the patch, and then click Next.
  8. On the BMC Remedy AR System User Inputs page, review the AR System server values, and then click Next.
  9. The Installation Preview page lists the components to which the patch will be applied. Review the list, and then click Install.
  10. When the patch installation is finished and the Installation Summary page appears, click View Log to review the SEVERE error messages or warnings in the product installer log.
    Determine whether any errors were caused by network, host, or other environment-related issues.
    The installation log is located in the %TEMP% folder of your computer. For example:
    • (BMC Remedy ITSM Suite) C:\Users\Administrator\AppData\Local\Temp\bmcremedyitsmsuite_install_log.txt
    • (BMC Service Request Management) C:\Users\Administrator\AppData\Local\Temp\bmcservicerequestmanagement_install_log.txt

  11. Close the log when you finish.
  12. Click Done to exit the patch installer.
  13. Enable escalations, if you disabled them at the start of the procedure.

  14. Use the Maintenance Tool to verify installation by Reviewing the patches that are installed on your computer.

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Installing the patch on a server group

To install the patch on a server group, perform the following steps:

Recommendation

BMC recommends, for efficiency of installation, that you install the BMC Remedy AR System patch, the BMC Remedy IT Service Management Suite patch, the BMC Service Request Management patch, and the BMC Atrium Core hotfix together, before moving on to the next server.

For more information, refer to the BMC Remedy AR System patch documentation.

  1. Shut down all of the non-administrator servers in the server group.
  2. Disable the administrator server on the load balancer.
  3. Remove the administrator server from the server group.
    On the administrator server, perform the steps that are described in Removing a server from a server group.
  4. Disable escalations on the administrator server, by following the instructions that are provided in Disabling escalations.
  5. Install the patch on the administrator server by following the instructions that are provided in Installing the patch and reviewing the results.
  6. Enable escalations on the administrator server by reversing the steps that you performed in Disabling escalations.
  7. Add the administrator server back to the server group, by reversing the steps that you performed in Removing a server from a server group.
  8. Restart the administrator server and enable it on the load balancer.
  9. On each of the non-administrator servers, perform the following steps:
    1. Start the BMC Remedy AR System service.
    2. Install the patch by following the instructions that are provided in Installing the patch and reviewing the results
    3. Enable the server on the load balancer.

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Disabling escalations

To disable escalations, perform the following steps:

  1. Open the BMC Remedy AR System Administration Console.
  2. Open Server Information.
  3. Click the Configuration tab.
  4. Select Disable Escalations.

    (Click the image to expand it.)
  5. Click Apply, and then OK.

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Removing a server from a server group

To remove a server from the server group, perform the following steps:

  1. Open the BMC Remedy AR System Administration Console.
  2. Open Server Information.
  3. Click the Configuration tab.
  4. Deselect the Server Group Member option that appears at the bottom of the window.
  5. Click Apply, and then OK.
  6. Restart the server.

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Applying the Data Management hotfix

If you use the Data Management feature of BMC Remedy IT Service Management, you must apply the BMC Atrium Core hotfix that is shipped with the BMC Remedy AR System 8.1 Patch 002 installer. You do not need to follow a particular installation sequence for applying the hotfix.

Note

The hotfix is not applied automatically.

When you extract the BMC Remedy AR System 8.1 Patch 2 installer, a .zip file that contains the hotfix is created in the Disk1\utilities directory. To apply the hot fix, extract the .zip file, and follow the instructions that are provided in the Readme.txt file.

Additionally, the information that is provided in this topic supersedes the information that is provided on the Patch Content screen of the patch installer.

Important

The following update supersedes the instructions that are provided in the Readme.txt file:

The PCT:DMV:CreateDefaultCompanyAssoc_forVersion filter will be created when you install Patch 2. You cannot back up this filter, because it does not exist in the base version (8.1.00) of the product.

This hotfix resolves the following issues:

Defect IDDescription

SW00451260

The following error message us displayed during the Validation step you use the Data Management Tool to load Site data from the Location.xlsx file:

ARERR 371: You cannot change the value of the Submitter field -- the 'submitter mode' of the system is configured to be locked: Submitter

SW00452997

When you use the Data Management Tool to load data from the Product_Catalog.xlsx file, the Product Catalog does not associate Model and Version data with Company data. You cannot see these records in the Product Catalog console.

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Reviewing the patches that are installed on your computer

To review all the current patches installed on your computer, perform the following steps.

  1. Open the Maintenance Tool, which is located in the Utilities folder in each of the installation directories for BMC Remedy ITSM Suite, BMC Knowledge Management, and BMC Service Request Management. For example:
    • C:\Program Files\BMC Software\BMCRemedyITSMSuite\Utilities
    • C:\Program Files\BMC Software\BMCServiceRequestManagement\Utilities
  2. Click Browse to Log.
  3. Scroll through the Navigation pane to find the <Product>InstalledConfiguration.xml file for the product patch that you installed. For example:
    • C:\Program Files\BMC Software\BMCRemedyITSMSuite\BMCRemedyITSMSuiteInstalledConfiguration.xml
    • C:\Program Files\BMC Software\BMCServiceRequestManagement\BMCServiceRequestManagementInstalledConfiguration.xml
  4. Double-click the file to open it in the Maintenance Tool.
  5. Click the Product Feature Map tab.
  6. Under Updates, review the patches installed on your computer (for example, Patch 001).

    (Click the image to expand it.)
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Performing a silent installation

Perform the following steps to perform a silent installation of the patch.

  1. Use the Maintenance Tool to create an encrypted password.
     
  2. Create a text file called Options.txt and add the following options that correspond to user inputs.

    -J BMC_AR_USER=<ARSystemAdminUser>
    -J BMC_AR_PASSWORD=<ARSystemUserPassword>
    -J BMC_AR_PORT=<ARSystemTCPPort>
    -J BMC_AR_SERVER_NAME=<serverAlias> 
    

    For example:

    -J BMC_AR_USER=Demo
    -J BMC_AR_PASSWORD=DES\:51208e44b3bc2f3808839e457d4e2050
    -J BMC_AR_PORT=0
    -J BMC_AR_SERVER_NAME=vw-sjc-aus-idd04
    
  3. Open a command window and navigate to the Disk 1 folder.
  4. Run the installer with the -i silent option. You must use an absolute path to the Options.txt file.
    • (Windows)setup.cmd -i silent -DOPTIONS_FILE= <pathToFile>\Options.txt

    • (UNIX) setup.sh -i silent -DOPTIONS_FILE= <pathToFile>/Options.txt

  5. Use the Maintenance Tool to review the patch information.
  6. Re-enable escalations after you finish installing the patch.

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Reconciling your customizations

For information about reconciling your customizations, see Comparing objects after you upgraded with overlays already present. Ensure that you perform the required reconciliation after an upgrade with overlays already present.

If you use the object modification log, see Object modification log for information about obtaining a list of modified objects after you apply the hotfixes. Alternatively, if objects are modified by the patch, a Bill of Materials file (BillofMaterials.txt) is available to identify the affected objects.

If you have not yet installed the patch, extract the installation files to a temporary destination, and then navigate to the \Disk1\files sub-directory. Extract the 1fcfacc3aa57.zip, which creates the BillofMaterials.txt file in the \81patches\patch002 directory.

Alternatively, after installing the patch, you can find the BillofMaterials.txt file in the <Installation directory>\81patches\patch002 directory.

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Comparing objects after you upgraded with overlays already present

When you upgrade with overlays, you might have three objects to compare:
  • The new base object that is installed
  • The previous version's base object that was installed in the previous release
  • Your customized object (your overlay) from the previous release

You must determine how you want to compare the objects. You might perform a comparison as follows:

  1. Compare the new base object with the previous version's base object to understand what BMC changed. This helps you identify changes that BMC has made to its application in the upgrade.
  2. Compare your customized object (your overlay) to the previous version's base object to understand what changes you made to the object. This helps you identify the changes that you made in your overlay.
  3. Compare your customized object (your overlay) with the new base object.

Then, you can determine whether you need to keep your customized object or if you can use the new base object.

To see if there are differences between two sets of objects, use BMC Remedy Migrator. To examine the different objects so that you can understand whether to merge changes, use BMC Remedy Developer Studio.

To obtain a list of all of the overlay objects that were modified in the latest release, obtain the Snapshot utility (a Developer Studio plug-in). This unsupported utility is available on the BMC Developer Network (https://communities.bmc.com/communities/community/bmcdn).

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Related topics

BMC Remedy AR System patch documentation 
Known and corrected issues

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

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