This documentation supports the 9.1 version of Remedy IT Service Management Suite.

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

9.1.02: Service Pack 2

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

Enhancements in Service Pack 2

To learn about new features and changes in this service pack, see BMC Remedy ITSM Suite 9.1.02 enhancements.

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

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

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BMC Remedy ITSM Suite 9.1.02 enhancements

Service Pack 2 provides enhancements in the following BMC Remedy ITSM 9.1.02 applications and components:

BMC Remedy ITSM Suite upgrade documentation enhancements

New upgrade planning document

The Planning an upgrade section takes a Q&A approach to help you plan the appropriate upgrade path, upgrade method (in-place or staged), and upgrade scope. It also provides considerations for the upgrade environment and how to get upgrade planning assistance.

Changes to recommended upgrade processes

The upgrade processes reflect the methodology recommended by BMC for upgrading your development, QA, and production environments. In version 9.1.02, the Remedy upgrade processes have been simplified.

The deprecated upgrade processes will continue to be available for reference; however, BMC strongly recommends that you follow one of the new, supported upgrade processes.

Changes to procedures for setting up staging systems

In version 9.1.01 and earlier, BMC provided multiple options for setting up staging systems when you needed to upgrade your hardware or database or when you wanted to migrate data by using the Delta Data Migration tool. These procedures were commonly referred to as the accelerated and duplicated methods for setting up staging servers.

In version 9.1.02, the options and procedures for setting up a staging system have been simplified. Instead of duplicating the entire Remedy environment, you need to install only the current AR System server version and replicate the database. Alternatively, if your environment resides on a VM, you can simply clone your environment.

For details, see Setting up systems for a staged upgrade.

Simplified upgrade documentation

Beginning with version 9.1.02, all upgrade procedures pertaining to upgrading a version earlier than 7.6.04 have been removed to reduce the number of pre-upgrade and post-upgrade steps that apply to that upgrade path. If you are upgrading from a version earlier than BMC Remedy ITSM Suite 7.6.04, you must first upgrade to BMC Remedy ITSM Suite 8.1.02. For instructions, see Upgrading in the BMC Remedy ITSM Suite 8.1 Deployment documentation.

Changes in preparing to install or upgrade

The Preparing section more clearly indicates the tasks that pertain to the upgrade or the installation process, and the planning worksheet is now more appropriately named the installation worksheet.

New location for BMC Remedy Single Sign-On documentation

You can find documentation for installing, upgrading, and configuring in the BMC Remedy Single Sign-On documentation.

BMC Remedy ITSM Suite upgrade enhancements

Automated copy of BMC Atrium CMDB attributes to BMC Remedy ITSM foundation during upgrade

The BMC Remedy IT Service Management (ITSM) 9.1 Service Pack 2 installer eliminates the phased approach to moving CMDB Asset attributes from BMC Atrium CMDB to BMC Remedy ITSM foundation (AST:Attributes). The 9.1 Service Pack 2 installer copies the attributes from BMC Atrium CMDB to AST:Attributes. CMDB Asset attributes are deleted outside of the installer by running the DeleteCMDBAttributesUtility. 

For more information, see  Deleting BMC Atrium CMDB attributes copied to AST:Attributes

Processes automated during upgrade

Previously, before you upgraded to BMC Remedy ITSM suite, you had to manually change the BMC Remedy AR System Server (AR System server) configuration to disable processes and re-enable the configuration after the upgrade. When you upgrade a component in BMC Remedy AR System 9.1.02, the installer automatically disables background operations while the upgrade is in progress. After the upgrade, the initial server group configuration is restored. Manual processes such as disabling of hierarchical groups and escalations are automated when the installer runs in upgrade mode. These processes are re-enabled after the upgrade is complete.

The following table lists the server group behavior and the background processes that are disabled during upgrade.

Server group behavior during upgrade
  • The primary server failover activity is suspended.
  • The primary server is brought out of the server group.
Background processes disabled during upgrade
  • Hierarchical groups
  • Object versioning
  • Object relationships
  • Archiving
  • FTS indexing
  • FTS searching
  • Server event recording
  • All signals from the AR System server to other servers in the group

Additionally, the  Authentication chaining mode   is set to ARS_ONLY and the restriction on the attachment size is removed.

AR System server production-ready configuration settings

Previously, the BMC Remedy AR System Server configuration that was shipped out of the box was modified by application installers to suit their functional requirement. In this version, the AR System server configuration shipped out of the box can be readily consumed by BMC Remedy IT Service Management (ITSM) applications. The configuration settings in the following table are out-of-the-box settings for the AR System server: 

Note

During upgrade, the new default settings are updated if the settings are not already specified in Centralized Configuration. If the values are already specified, they are not updated by the installer.

Component/parameterConfiguration settings
Shipped out of the box
 Old default settingNew default setting
Allow-Unqual-QueriesTF
Allow-Guest-UsersTF
Authentication-Chaining-ModeUnspecified

1(ARS - AREA)

  • Uses internal authentication as the primary method.
  • Uses external authentication via the AREA plug-in as the secondary method.
External-Authentication-Return-Data-Capabilities0 The server tries to retrieve this information from AREA. 

31—All data return capabilities are disabled.

Localized-ServerFT
Max-Entries-Per-QueryUnspecified2000
Save-Login0Login is controlled by user. 2Login is enforced by the administrator.
Submitter-Mode 

2—Changeable mode. The Submitter field can be changed after a request is submitted. If the Submitter group has change permission, the submitter must have a write license to modify the request.

1—Locked mode. The Submitter field cannot be changed after a request is submitted. If the Submitter group has change permission, the request can be modified by submitters with a read or write license but not by users with a restricted read license
Server-Plugin-Default-Timeout60 seconds120 seconds
System-Messages-Displayed

0—Notes and warnings appear in the prompt bar, but errors will appear in a pop-up box.

2—No messages will appear in a prompt bar. All messages will appear in a pop-up box.

Updated by the BMC Remedy AR System Server installer

Fast queuePrivate-RPC-Socket:  390620   8  12                                                                      
Loop back or private  socket queuePrivate-RPC-Socket:  390626   5   7
List queuePrivate-RPC-Socket:  390635   16 20                                                                      

Java 1.8

-XX:MaxMetaspaceSize=512m

-XX:+UseCompressedOops

-XX:+UseConcMarkSweepGC

-XX:+UseParNewGC

-XX:NewRatio=2

Note: These JVM settings are updated when upgrading from a pre-9.x version. But, when upgrading from prior versions at 9.x, the pre-existing JVM settings are used.

The configurations in the table that are updated by the BMC Remedy AR System Server installer are benchmarked for a server with the following specifications:    

  • Number of servers: 2
  • CPU core: 4
  • RAM: 16 GB
  • Disk space: 60 GB 

If the configuration settings are incorrectly specified, running the BMC Remedy Configuration Utility identifies such values.    

Default Java heap size settings

The BMC Remedy AR System server installer detects the available memory in the system and sets the minimum and maximum heap sizes.

If RAM >=Min/max heap size
4 GB75% of RAM
7.2 GB6 GB
14.4 GB8 GB

The heap size values are specified based on performance benchmarking conducted in a lab environment. However, BMC recommends that you adjust the Java heap size based on your load conditions.

For more information about configuration and Java heap size settings, see  Centralized configuration  and Hardware requirements.

Faster BMC Remedy ITSM Suite upgrades

BMC lab tests indicate an overall 40 percent reduction in time to upgrade to BMC Remedy ITSM Suite 9.1.02. In addition to implementing the preceding upgrade enhancements, the upgrade experience has considerably improved by implementing the following:

  • Previously, the BMC Remedy ITSM applications installation and upgrade caused the AR System serve to restart. In the new implementation, only the AR plug-in server is restarted, which reduces the downtime. 
  • BMC Remedy ITSM applications secondary servers can now be upgraded in parallel. However, for BMC Remedy AR platform components, the secondary servers need to upgraded sequentially.

Faster installation and upgrade on secondary servers

With BMC Remedy ITSM 9.1.02, the installer no longer unpacks all .def and .arx files that are required during a secondary server installation or upgrade. If required, these files are referenced from the primary server. This changes results in faster installation and upgrade on secondary servers.

BMC Remedy Configuration Check utility enhancements

Integration of the BMC Remedy Configuration Check utility with the BMC Remedy ITSM Suite installers

In version 9.1.02, the installer invokes pre-upgrade checks for the component being upgraded. Additionally, the installer checks for the following deployment considerations and accordingly invokes the required checks without requiring any user input:

  • Product being deployed 
  • Installer mode: install or upgrade
  • Server being upgraded: primary or secondary

You access the Configuration check report from the installer. The HTML reports generated by BMC Remedy Configuration Check utility display improved readability, and the error messages provide the required details to resolve issues quickly.

Optionally, you can run the Configuration Check utility at any time to check the environment or configuration of a component that is already installed or that you plan to upgrade.

BMC Remedy Configuration Check installed with AR System server

With version 9.1 Service Pack 2, the BMC Remedy Configuration Check utility is installed at <InstallDirectory>\ARSystem\arsystem as part of the AR System server installation

Updated configuration checks

The following table lists the new or updated configuration checks in version 9.1.02 of the BMC Remedy Configuration Check utility.

New checks

BMC Remedy AR System checks

Filter Correction check

BMC Remedy ITSM checks

Updated checksBMC Remedy AR System checks 

Deprecated configuration checks

The following table lists the new and updated configuration checks in version 9.1.02:

BMC Remedy AR System checks
  • FT Index Queue Check—This check is included in the AR Config Params check
  • Server Information Gathering Check—This check in included in   the AR Config Params check

  • SynAttackFlagTest—With Windows Vista, the syn attack protection algorithm is enabled by default and cannot be disabled.
  • Verify Select query hint Check—The Select-Query-Hint parameter is no longer a part of AR configuration. Therefore, this check is deprecated.

BMC Remedy ITSM checks
  • Duplicate support Group and Permission Group records Check—In ITSM 9.1, during upgrade, the parent field of all existing support groups was updated to point to their company. The upgrade failed if multiple groups had the same ID. In ITSM 9.1 Service Pack 1, this configuration check was added to verify whether groups with duplicate IDs exist. In ITSM 9.1 Service Pack 2, this parenting processing is no longer required and so the check to prevent duplicate group IDs is no longer required. 
  • Schema Data Threshold Check—The improvements made in 9.1 Service Pack 2 make this check redundant.
  • PreLoad Thread Config Check The check was performed on a 32-bit Windows system. The current support is for 64-bit Windows system.
BMC Remedy SRM checks

Admin Job Check for SRM The installer disables the admin jobs during upgrade to 9.1 Service Pack 2. These jobs had to be manually disabled. The check was run to ensure that these admin jobs are disabled. With the new implementation, this check is no longer required.

BMC Remedy ITSM database and platform support

With this release, the following database management system and enterprise application platform are supported:

  • Microsoft SQL Server 2016

  • Red Hat JBoss Enterprise Application Platform 7.0

For all supported environments, required third-party software, and compatibility with other BMC products and integrations, see the Compatibility matrix.

BMC Remedy ITSM Suite enhancements

Enhancement to BMC Remedy ITSM Suite data access model in 9.1.02

Support group centric ticket data access was introduced in BMC Remedy ITSM Suite in version 9.1.00. This data access model provided ticket data access to individuals (for example, submitter, on behalf of, and assignee) and support groups associated with a ticket. However, customers who wanted to have ticket data access at the company level had to manually set company as a parent of each support group. This task was time consuming if a company had hundreds of companies and support groups associated with it.

Starting from 9.1.02, providing ticket data access at company level is much easier. A new field Application Permission Model is added to the System Settings form, which allows you to select either support group or support group and company level ticket data access. To provide ticket data access to individuals, support groups, and companies relevant to a ticket, set the Application Permission Model field value to Support Group and Company.

Note

Starting from 9.1.02, access to service requests of BMC Service Request Management remains at company level irrespective of the value selected in the Applications Permission Model field. All the members within a company can access all service requests.

The behavior of hierarchical groups feature continues to be the same.

For details, see Data access model in BMC Remedy ITSM 9.1.02 and Row-level security in 9.1.03.

Support group assignment configuration: Enhancements in 9.1.02

The following enhancements have been introduced in 9.1.02 make support group configuration for assignments faster and easier:

  • Support for mapping support groups to a –Global- company All support groups mapped to the –Global- company are available for assignment to all companies in your Remedy ITSM Suite environment.  This simplifies the required configuration for the existing companies in the system and allows automatic configuration for new companies that are added to the system.
  • Enhanced UI for mapping a Support Group to multiple companies  The UI for the Support Group Assignment Configuration form is improved to allow the mapping of a support group to multiple companies in a single operation.
  • Automatic Support Group to –Global- company configuration based on Auto-Assignment rules   When upgrading from 9.1.01 or an older version to 9.1.02, the auto-assignment configuration details of a -Global- company are automatically configured in the Support Group Assignment Configuration form based on the existing auto-assignment rules. T he auto-assignment data continues to be available on the CFG:Assignment form also.  

Note

 The title of the Configure Assignment Groups for a Service Company  form has changed to Support Group Assignment Configuration.

To know the differences between versions 9.1.00 and 9.1.02, see Enhancements introduced in 9.1.00 and 9.1.02.

To define valid support groups, see Support group configuration for assignments in version 9.1.02.

BMC Remedy Smart Reporting enhancements

User-friendly interface for administration tasks related to onboarding users

This version of BMC Remedy Smart Reporting provides a new administrator user interface that simplifies the onboarding process and related activities. The Admin Console provides the following capabilities:

  • A user friendly  interface for onboarding BMC Remedy Smart Reporting users
  • Offboarding utility to delete customers from the system
  • Updates to user filter criteria defined during onboarding (Updates filters are used by the user sync utility when synching BMC Remedy Smart Reporting users.)
  • Database Clean up utility to delete any unnecessary records for offboarded customers
  • Data collection utility to bring the onboarding data (of 9.1.01 and older releases) which was present in AR system forms into BMC Remedy Smart Reporting database.

    Note

    From 9.1.04 release onward, you need not run the Data Collection utility as the BMC Remedy Smart Reporting installer fetches the onboarding data into BMC Remedy Smart Reporting database. The Data Collection utility is removed from the BMC Remedy Smart Reporting Admin Console.

Report sharing via email

In addition to the Distribute option, this release of BMC Remedy Smart Reporting provides the option to Share reports. The Share option allows you to share the report via email. Recipients must log in with BMC Remedy AR System credentials to view the report.

Support to connect with a read-only replicated AR database

In 9.1.02, BMC Remedy AR System Server supports a read-only replicated database for reporting operations. This enhancement allows BMC Remedy Smart Reporting users to do the following activities:

  • Connect with the read-only replicated AR database.
  • Execute all the reporting operations that do not need any changes to the AR database. For example, viewing reports, sharing reports, and so on.

BMC Virtual Chat updates

Enhancement to notifications in load-balanced environments

The Chat Notification Servlet Proxy Pass (CNS Proxy Pass) is a configuration setting used to streamline the process of sending notifications to the self-service user and support agent in a load-balancing environment. Administrators can enable CNS Proxy Pass from the Virtual Chat Administration Console. For more information, see Enabling CNS Proxy Pass.

Deprecated feature: integration with Microsoft Lync

In version 9.1.02, integration of BMC Virtual Chat with Microsoft Lync is no longer available for customers who perform a fresh installation. Customers using the Microsoft Lync integration can upgrade to BMC Virtual Chat 9.1.02 and continue to use the integration with Microsoft Lync. For more information, see Product announcements.

BMC Change Management enhancements

The following enhancements relevant to automation are introduced in BMC Change Management version 9.1.02. These enhancements are done to support the BMC Change Automation solution.

Support to configure rules for requests from automation system 

You can configure rules specific to requests from the automation system by using the new Automation System tab added to the Change Configuration Rules form. To configure rules, see Configuring change rules.  

View the details of an automation task associated with a change record

Whenever there is a change request from an automation system, a change record is created and an automatic task is associated with the change record. The automatic task represents the automation job. The job ID, instance ID, job version, and job type are populated in the new Job Details tab of the Task form. For details, see Viewing job details of an automatic task.  

Define Integration and Schedule job commands

The Automatic tab on the Task Template now allows you to define the following commands:

  • Integration job: This command represents an automatic task used for integration with automation system.
  • Schedule job: This command represents an automatic task, which triggers a job in automation system.

For details, see Defining automatic commands.

Third-party integration 

If you are using an external automation system, use BMC Remedy Change Management system web services to create and update Request For Change. For details, see Third-party integrations .

Template selection rules

Starting from 9.1.02, templates are dynamically applied to a change record. This enhancement ensures that change records are quickly created and relevant attributes are applied to enrich the change record. To ensure that correct templates are searched, optionally, you can define template selection rules by using the new Template Selection Configuration interface. Using the new UI, you can create, edit, delete, and search template selection rules.  For details, see Configuring change template selection rules.

Support to enable all the task templates for Change-Initiated job

 You can select a task template specific to Change-Initiated Job use case. In the Select Template dialogue box, you must enable the following criteria: 

  • Type as Automatic
  • Automatic Command as Scheduled Job

For details, see Relating predefined task group or task templates to a change request.

BMC Remedy Single Sign-On enhancements

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Enhancements in Service Pack2

BMC Data Compliance for Remedy enhancements

Support for integration with Microsoft Office 365 applications

This release supports seamless integration of BMC Remedy ITSM 9.1 SP2 with the DLP feature in Microsoft Office 365, extending the value of your existing tools and providing better protection to critical corporate data.

This release supports detecting, monitoring, and reporting data violations for the following Microsoft Office 365 applications:

  • Microsoft SharePoint
  • Microsoft Exchange

New DLP Configuration Wizard

A new DLP Configuration Wizard is added in BMC Remedy ITSM to enable the administrator to register and authenticate Remedy ITSM application with Microsoft Office 365. By using the DLP Configuration Wizard, you can  subscribe to DLP events and configure assignment routing.

The following table describes new capabilities:

CapabilityDescription
Mange subscriptionsYou can subscribe or unsubscribe DLP content. You can subscribe to events from Microsoft SharePoint and Microsoft Exchange applications.

Map operational categories

Using the wizard, you can configure operational categories and also set impact and urgency of the incidents. This ensures that DLP incidents are routed to the correct assignment group.

Subscribe to sensitive data

If you are subscribing to Microsoft Exchange events, you can view the sensitive data using the following option provided in the DLP Configuration wizard. Selecting this option ensures that details of the sensitive data is received in Remedy ITSM and is included in the DLP event information.

For details, see Registering and authenticating BMC Remedy ITSM application.

New permission added in Remedy

A new Compliance Sensitive Data View permission is added. You must have this privilege to view sensitive data of the DLP events.

DLP:Events Form

A new form called DLP:Events is added in BMC Remedy ITSM to hold details of the DLP event that is created when there is violation of data. You can view the event details of the DLP incident from the BMC Remedy with Smart IT interface. The sensitive data is visible only if you have subscribed to sensitive data (valid only for Microsoft Exchange events). For details, see Subscribing to DLP Events

Data compliance reports

A set of new reports are added in BMC Remedy SmartReporting to identify and analyze security weaknesses and risks. For more information, see Out-of-the-box BMC Data Compliance reports.

BMC Remedy AR System enhancements

Improved Performance and Stability when using Hierarchical Groups and Full Text Search 

In BMC Remedy Action Request System version 9.1.02, Fortifications in Hierarchical Group computation and Full Text Search (FTS) index results have significantly improved performance and stability. For more information, see Configuring full text search.

The following enhancements have been made:

  • Oracle query is optimized for bulk data processing.
  • The Join form indexing setting optimized for FTS.
  • A general purpose framework is used for FTS Join form indexing and Hierarchical Group computation.
  • The following new parameters are added for Hierarchical Group computation:

BMC Atrium Core enhancements

In BMC Atrium Core version 9.1.02, you can now view the jobs in a folder structure on the Atrium Core console. Select a particular directory from the Select directory to display Jobs field to view the jobs for the selected folder, providing a better user experience. Performance is also improved as the time required to load filtered Atrium Integrator jobs is reduced. For more details, see Accessing the Atrium Integrator console.

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Comments

  1. Madhu Dora

    Hi Support,

    Mr.Yann is correct, ITSM 9.1 SP2 is not available on EPD site on both views, however other products 9.1 SP2 (CMDB,SRM,SLM,Virtual Chat,RSSO) are only available on “Licensed Product” view but not "Product Component View" both view product list are not in sync.

    Please make it available on both views.

    Best Regards,

    Madhu.

    Dec 06, 2016 09:50
  2. Yann Baumgartner

    Thanks they are available now.

    Dec 07, 2016 02:49
  3. Diego Chavez

    Hello,

    The "BMC Change Automation solution" link under the BMC Change Manage Enhancements section sends me to a "page cannot be found" page.

    Jan 10, 2017 10:12
    1. Mokshada Shivarekar

      Hello,

      The link has been fixed.

      Regards,

      Mokshada 

      Jan 11, 2017 01:00
  4. Daniele Conigliaro

    Hello,

    you write "In BMC Atrium Core version 9.1.02, you can now view the jobs in a folder structure on the Atrium Core console. Select a particular directory from the Select directory to display Jobs field to view the jobs for the selected folder, providing a better user experience"

    But the result is that now we have no possibility to choose whether to see all jobs or only in the selected folder. In our case we have a folder for each job, it means we lost any possibility to have a full overview. I understand you want to give a new feature, but if you remove the possibility to see all jobs you're creating a problem instead of solving it...

    Nov 06, 2017 03:30
    1. Mokshada Shivarekar

      Hello Daniele,

      Thank you for your comment.

      I am redirecting this query to BMC Atrium Core team. We will write back to you after discussion with the concerned team.

      Thanks, Mokshada

      Nov 06, 2017 04:43
      1. Daniele Conigliaro

        Hi Mokshada, thanks. I'm still looking forward to the result of the discussion. For us, the daily check on the Atrium Integrator Job is now very time consuming, as we have to click and wait refresh (which is quite slow) on each folder... It's very difficult working like that...

        Nov 14, 2017 09:08