This documentation supports the 9.0 version of Remedy IT Service Management Suite.

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

9.0.01: Service Pack 1

This table provides information about fixes and updates in this service pack, and provides instructions for downloading and installing the service pack.

Updates in Service Pack 1

To learn about new features added to this service pack, see Enhancements.

Known and corrected issues
  • Application installation and upgrade known and corrected issues in BMC Remedy IT Service Management Deployment documentation.

Downloading the service pack

For download instructions, see Downloading the installation files in the BMC Remedy IT Service Management Deployment documentation.

Installing the service pack

If you are installing the product for the first time, see  Installing BMC Remedy ITSM  in BMC Remedy IT Service Management Deployment documentation.

If you are installing this service pack as an upgrade, see  Upgrading BMC Remedy ITSM in BMC Remedy IT Service Management Deployment documentation.

To avoid import failures, upgrade BMC Remedy AR System and BMC Atrium Core to 9.0.01 before installing BMC Remedy ITSM Suite 9.0.01


Service Pack 1 provides enhancements in the following BMC Remedy ITSM 9.0.01 applications and components:

 BMC Remedy ITSM suite and application enhancements

 The following enhancements are available with Service Pack 1 for BMC Remedy ITSM 9.0

Support for multi-tenant BMC Remedy ITSM environment

The  BMC Remedy Smart Reporting now provides support for a multi-tenant BMC Remedy ITSM environment. BMC Remedy ITSM multi-company onboarding process provided for BMC Remedy Smart Reporting allows you to onboard multiple customer companies for BMC Remedy Smart Reporting. For more information about the ITSM multi-company onboarding procedure, see Onboarding BMC Remedy Smart Reporting.

Best practice documentation for using BMC Remedy Smart Reporting

Documentation now includes a consolidated summary of the best practices for using BMC Remedy Smart Reporting. For more information, see Best practices for using BMC Remedy Smart Reporting.

 BMC Remedy Action Request System Server

Service Pack 1 provides enhancements in the following BMC Remedy AR System applications and components:

BMC Remedy Single Sign-On

BMC Remedy AR System introduces a new component that manages single sign-on. 

BMC Remedy Single Sign-On is an authentication system that supports SAML V2.0 and BMC Remedy Action Request System authentication protocols, and provides single sign-on for users of BMC products. BMC Remedy Single Sign-On allows users to present credentials only once for authentication and subsequently be automatically authenticated by every BMC product that is integrated into the system. This component does not replace the BMC Atrium Single Sign-On product. BMC Remedy Single Sign-On is a light web application that can be deployed on the same infrastructure as the BMC Remedy Mid Tier.

The following additional information is available:

The following table provides a quick comparison of BMC Remedy Single Sign-On and BMC Atrium Single Sign-On. This table will help you identify the right product for your requirement.

CompetenciesBMC Remedy Single Sign-OnBMC Atrium Single Sign-On
Authentication technologySupports BMC Remedy AR System based authentication and SAML V2.0 authenticationSupports multiple authentication technologies: SAML, BMC Remedy AR System, LDAP, Kerberos, CAC, and RSA
DeploymentSimple architecture, several integration options out of the box; hence, deployment is fasterRequires a deeper understanding of your environment and products, and a detailed deployment plan
BMC product integrationCurrently focused on BMC Remedy suite of products; for example, compatible with BMC Remedy 9.0Can be integrated with BMC products in addition to BMC Remedy suite
ImplementationLightweight Java web application and agents; modern UI consistent with other BMC productsBased on open-source OpenAM product
High availability and session failoverSingle database instance used to share configuration and user sessions between cluster nodes

LDAP protocol used to replicate configuration between nodes.

ActiveMQ used to exchange session states between nodes.
CertificatesCustomer can choose and configure HTTP or HTTPS on web application Tomcat server, agent’s containers, and load balancer depending on network security implementation; no bundled SSL certificatesHTTPS and SSL certificates are required; self-signed certificates are shipped after installation. Administrator must manage SSL certificates.
ScalabilityInstall new node on top of cluster databaseInstall new node, configure replication and session sharing, issue certificate with added new node, import new certificate to agent trust stores
InfrastructureCan share BMC Remedy AR System infrastructureUses dedicated machines
MultitenancyMultitenant by defaultMultitenancy must be configured.

To get started with BMC Remedy Single Sign-On, see Orientation.

Migrator enhancements

The following topics provide information about the migrator enhancements and new features in this release:

Enhancement to rerun

Before Service Pack 1, during data migration, if the migration process was interrupted, Delta Data Migration (DDM) processed all records for that form during rerun.

Starting from Service Pack1, DDM locates the last record ID for the successfully migrated chunk or records and stores it in <instruction_file>_LastSuccessfulID.txt. During rerun, DDM locates this record ID from the file and continues migrating the data from the next consecutive record ID. For more information, see Performing the data migration.

New value for merge option

Before Service Pack 1, during data migration, if the source record ID already existed on the destination server and the data for defined, unique field values for that record was different, the migrator created the record from the source as a new record with a new record ID.

To avoid extra API calls from the migrator to verify that a specific record is present on the destination before merging, a new reject-on-ID-mismatch value for the merge option has been introduced. An error is generated, and the record ID is stored in failure.txt, for use during rerun. This option is provided in the Migrator Instruction file. For more information, see ARMergeType and Form mapping data options

Directing API calls to a private queue

With Service Pack 1, a new configuration setting is added to direct all the API calls from a given client type to a private queue. For more information, see Setting ports and RPC numbers and Configuration settings N-R.

Hierarchical groups enhancements

With Service Pack 1, hierarchical groups have two additional parameters that help in better administration of hierarchical groups. The following table describes these parameters:

Parameter NameDescription

Usually, hierarchical groups undergo several changes, and these changes take place in bulk. The hgdelay parameter allows you to configure a specific time period during which you can review the changes to hierarchical groups. After the review is complete, the changes can then be applied to individual records across the schema.


Before Service Pack 1, processing hierarchical group data of only one schema was supported. However, now, with the concept of multithreading, you can now process the data of multiple schemas at a time. With the hgthreads parameter, you can process a greater amount of data in a shorter period of time.

 For more information, see Controlling access to requests for hierarchical groups.

Always On Logging enhancements

With Service Pack 1, you can configure the Always On Logging feature that proactively logs the information related to server or other operational failures. The Always On Logging option eliminates the need for you to wait until the next failure occurs and then analyse the causes for that failure. The Always On Logging option helps you to identify the root cause of issues faster and also helps in improving the support for BMC Remedy AR System server.

For more information, see Setting Always On logging.

 BMC Atrium Core

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  1. Bruce Wauer

    Under Enhancements, this SP is referenced as "Service Pack 2" in multiple places, should be "Service Pack 1".

    Aug 28, 2015 06:19
    1. Priya Shetye

      Thank you for pointing out the typos, they have been fixed.

      Aug 28, 2015 07:00
  2. Leonard Warren

    Reference Paragraph for Support for multi-tenant BMC Remedy ITSM environment, second sentence:

    1. Onboarding is miss spelled - listed as "onboaring."
    2. "Allows you to onboarding multiple customer companies..." should read "allows you to onboard multiple customer companies..."
    3. Unclear as to what is being done here.  ITSM allows for Multi-Tenant tracking.  Was it unavailable to pull data for more than one company into a report in the initial release of Smart Reporting?


    Jan 08, 2016 09:20