Unable to launch BMC Remedy ITSM help files due to a security issue
The BMC Remedy ITSM application help files were digitally signed to resolve a security error that displayed when trying to launch the help. The security certificate used to sign the help files expired in the beginning of the year 2016 and a security error is displayed when you attempt to launch the help files.
You must replace the existing files with the updated file signed using a new certificate and the files that reference the signed file, to launch the help files without any security errors.
The updates files are attached to the knowledge article 000117798. The Help_cert_files.zip file attached to the article includes the following files:
- bmc_help.jar
- _nav1.htm
- _nav2.htm
To replace the existing files:
- Unzip the <filename>.zip file to a local directory.
Replace the following existing files with the new files:
File Name Replace in bmc_help.jar Replace the existing file at the following location in the BMC Remedy ITSM 8.1.02 help file directory:
- \BMCRemedyITSMSuite8.1.02.help\asset\help\html\en\shared
- \BMCRemedyITSMSuite8.1.02.help\change\help\html\en\shared
- \BMCRemedyITSMSuite8.1.02.help\rkm\help\html\en\shared
- \BMCRemedyITSMSuite8.1.02.help\servicedesk\incident\help\html\en\shared
- \BMCRemedyITSMSuite8.1.02.help\servicedesk\problem\help\html\en\shared
- \BMCRemedyITSMSuite8.1.02.help\servicedesk\problem\help\html\en
- \BMCRemedyITSMSuite8.1.02.help\servicedesk\incident\help\html\en
- \BMCRemedyITSMSuite8.1.02.help\change\help\html\en
- \BMCRemedyITSMSuite8.1.02.help\asset\help\html\en
_nav1.htm and _nav2.htm Replace these files at the following locations in the BMC Remedy ITSM 8.1.02 help file directory:
- \BMCRemedyITSMSuite8.1.02.help\rkm\help\html\en\shared
- \BMCRemedyITSMSuite8.1.02.help\change\help\html\en\shared
- \BMCRemedyITSMSuite8.1.02.help\asset\help\html\en\shared
- \BMCRemedyITSMSuite8.1.02.help\servicedesk\help\html\en\shared
The replacement is required as on some systems, calls to the java applet are successful, regardless of whether the HTM files refer to the applet with the ZIP or the JAR extension. However, to avoid potential issues on some systems, it is safest to update the HTM files to refer to the full correct name of the applet's file.
Not sure what you are trying to say here.
Note: The above paths are for help in English; _nav1.htm and _nav2.htm files exist in the folders of other languages also. For example,
C:\BMCRemedyITSMSuite8.1.02.help\rkm\help\html\de\shared
The paths provided here are for the English help. For localized help, you must also replace the files in the specific locale help folders. For example, for the German locale, replace \en with \de in the files paths mentioned in the table.
Comments
I cannot download the file!
First, the link posted above leads me to an invalidaccess.html page although I should have all the permissions necessary.
Second, when I search for the KA article in the KB and click on the link in the results I get back to this page. Infinite loop!!
Can you please fix this.
Thanks.
Hi Andreas Wiencek,
We are looking into this issue. Will get back to you on this.
Regards,
Sirisha
Hi Andreas Wiencek,
Please check if you are able to access KA 000117798. This KA is available on both Salesforce and Support Central.
Regards,
Sirisha
The Knowledge Article KA 000117798 you mentioned is not available.
Knowledge base is migrated to a new support knowledge base in December'2015. The old knowledge base is retired. BMC is looking into this issue and will get back to you.
Hi Stefan Hall,
Please check if you are able to access KA 000117798. This KA is available on both Salesforce and Support Central.
Regards,
Sirisha
Hi Sirisha,
your link works for me. If I search for KA I got no result.
Thanks for your support!
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