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|
Downloading the service pack
|For download instructions, see in the BMC Remedy IT Service Management Deployment documentation.|
Installing the service pack
If you are installing the product for the first time, see in BMC Remedy IT Service Management Deployment documentation.
If you are installing this service pack as an upgrade, see in BMC Remedy IT Service Management Deployment documentation.
Service Pack 1 provides enhancements in the following BMC Remedy ITSM 9.0.01 applications and components:
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.
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:
- For information about installing the component, see
- For information about key concepts in BMC Remedy Single Sign-On, see How BMC Remedy Single Sign-On manages single sign-on
- For information about administering BMC Remedy Single Sign-On, see Managing the BMC Remedy Single Sign-On administrator console
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.
|Competencies||BMC Remedy Single Sign-On||BMC Atrium Single Sign-On|
|Authentication technology||Supports BMC Remedy AR System based authentication and SAML V2.0 authentication||Supports multiple authentication technologies: SAML, BMC Remedy AR System, LDAP, Kerberos, CAC, and RSA|
|Deployment||Simple architecture, several integration options out of the box; hence, deployment is faster||Requires a deeper understanding of your environment and products, and a detailed deployment plan|
|BMC product integration||Currently focused on BMC Remedy suite of products; for example, compatible with BMC Remedy 9.0||Can be integrated with BMC products in addition to BMC Remedy suite|
|Implementation||Lightweight Java web application and agents; modern UI consistent with other BMC products||Based on open-source OpenAM product|
|High availability and session failover||Single 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.
|Certificates||Customer 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 certificates||HTTPS and SSL certificates are required; self-signed certificates are shipped after installation. Administrator must manage SSL certificates.|
|Scalability||Install new node on top of cluster database||Install new node, configure replication and session sharing, issue certificate with added new node, import new certificate to agent trust stores|
|Infrastructure||Can share BMC Remedy AR System infrastructure||Uses dedicated machines|
|Multitenancy||Multitenant by default||Multitenancy must be configured.|
To get started with BMC Remedy Single Sign-On, see Orientation.
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
|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:
Usually, hierarchical groups undergo several changes, and these changes take place in bulk. The
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
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.
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