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.

9.1.03: Service Pack 3


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 3

To learn about new features and changes in this service pack, see BMC Remedy ITSM Suite 9.1.03 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.

Note: To avoid import failures, upgrade BMC Remedy AR System and BMC Atrium Core to 9.1.03 before installing BMC Remedy ITSM Suite 9.1.03.

BMC Remedy ITSM Suite 9.1.03 enhancements

Service Pack 3 provides enhancements in the following BMC Remedy ITSM 9.1.03 applications and components:

BMC Remedy ITSM Suite upgrade documentation enhancements

Sample upgrade project plans

To help you get started with the upgrade planning process, the sample Microsoft Project 2013 plans provide examples of upgrade tasks based on the in-place or staged upgrade methods. To download the plans, see Sample upgrade project plans in Planning an upgrade.

Correction to zero-downtime upgrade pre-requisite and post-requisite tasks

In version 9.1.02, the zero-downtime upgrade path for server groups was deprecated and replaced by in-place upgrade for the Remedy platform. However, certain tasks are still required if you are coming from older versions of Remedy. For details, see Preparing for zero-downtime upgrade of the platform.

Also, upon completion of an in-place, zero-downtime upgrade, post-configuration steps are required. For details, see Upgrading secondary servers.

BMC Remedy ITSM Suite upgrade enhancements

Multi-phase Remedy application installation or upgrade to decrease the outage window

In version 9.1.03, you can run the Remedy application (BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management) installation or upgrade in two phases.

  • Preparation phase – In the preparation phase, the installer captures the installation parameter values, runs the Remedy Configuration Checker utility to validate the environment, and deploys the required files in the installation directory. At the end of this phase, an options file is generated that contains the installation parameter values and the configuration details.
  • Installation or upgrade phase – In this phase, the installer performs the installation or upgrade and completes additional logging. For an upgrade, an outage is required in the second phase. The hierarchical groups and escalations that are automatically disabled and enabled during an upgrade are now run simultaneously at the end of this phase.

In previous releases, a production outage was required for the entire installation; in version 9.1.03, it is only required for the second phase. 

For more information about performing a phased installation or upgrade, see the following topics:

BMC Remedy ITSM upgrade with simultaneous hierarchical group upgrade

Previously, when upgrading BMC Remedy ITSM, the installer automatically modified the BMC Remedy AR System Server (AR System server) configuration to disable processes and re-enable them after the upgrade. This required the installer to automatically disable background operations, such as hierarchical groups updates and escalations, while the upgrade is in progress. After the upgrade, the initial server group configuration is restored.

With this release, when you run the phased installer, the hierarchical groups are now enabled and updated in the background, even after the installer completes. With this enhancement, you can save time by not waiting for the installer to complete the configuration updates before you start using your system or proceed with other upgrade tasks, such as upgrading BMC Service Request Management and BMC Service Level Management.

Installation and upgrade timing reports

With version 9.1.03, you can now generate a detailed report of the time taken (in minutes) by the BMC Remedy ITSM installer to perform the installation or upgrade of the Remedy applications. The BMCAPPLogReportUtility utility parses the log files, which are created during the installation or upgrade, and reports the total time taken by each module to execute commands, tasks, and utilities.

For more information about generating timing reports, see Generating an upgrade timing report.

Ability to upgrade secondary Remedy platform servers in parallel

With version 9.1.03, parallel upgrade has been extended to BMC Remedy AR System and BMC Atrium Core products; you can upgrade all secondary servers in a server group environment in parallel. With this enhancement, the secondary server upgrades can be completed in less time, reducing overall upgrade time.

For more information about upgrading secondary servers, see Upgrading secondary servers.

Pentaho version upgrade

With version 9.1.03, BMC Remedy platform now supports Pentaho version 6.0.1.0. Therefore, when you upgrade BMC Remedy AR System platform, Pentaho is automatically upgraded to version 6.0.01. For new installation of BMC Remedy ITSM 9.1.03, your Pentaho upgrade is complete only after the Atrium Integration installation is completed. This is because certain Pentaho plugins are upgraded with the Atrium Integrator installation. For a list of the BMC certified plugins for Pentaho, see Certified plugins for Pentaho .

While upgrading to new version, the older version Pentaho installation is backed up in the following folder: <AR System Home>/BACKUP/<machine name>. If you developed any custom plugins for Pentaho, you must update them to comply with the Pentaho 6.0 plugins structure. After you update the plugins, you must place them at the following location of your installation directory:<AR System Home>/data-integration/plugins. For more information about developing and updating plugins, see the Pentaho documentation .             

BMC Remedy Configuration Check utility enhancements

Updated values for AR System server parameters that ensure efficient onboarding of bulk data

To ensure efficient onboarding of bulk data, the AR System server configuration parameters Filter_API_timeout, asynch_op_api_timeout, and the CAI plugin private RPC queue have new values. For a new installation, the installer defines these new values. When you upgrade to BMC Remedy ITSM version 9.1.03, the BMC Remedy Configuration Check utility for Unified Data Management (UDM) checks the values for these parameters and provides a report. For information about these checks and setting up new values, see  Unified Data Management (UDM) checks and Running the Configuration Check Utility for UDM.

BMC Remedy ITSM Suite enhancements

Cancel or delete multiple dataload jobs from the Job Console

In BMC Remedy ITSM version 9.1.02 and earlier, the option to select multiple jobs from Job Console was not available. Users could not delete or cancel more than one job at a time from the Job Console making the process to cancel or delete multiple jobs tedious and time consuming.

Version 9.1.03 provides the option to select multiple jobs on the Job Console, which enables users to cancel or delete more than one job from Job Console at one time. See Deleting or canceling a job

Identification of dataload job templates that do not support data updates

In BMC Remedy ITSM version 9.1.02 and earlier, there was no mechanism in the system to identify the dataload job templates that did not support data updates.

With 9.1.03 the dataload job templates that do not support data updates now have a "Create Only" flag by default. When you run a job, this flag is displayed in the Steps panel when the Validate and Promote steps are created for that job. For detailed information about the list of job templates that do not support data updates, see Data creation and updates using a dataload job.

Efficient cleanup of processed data

Beginning with 9.1.03, to make data cleanup more efficient, the time period to retain processed data after a dataload job is completed has been reduced.

The following table lists the default retention period for the processed data. Data will be deleted after the retention period.

ParameterValue
Keep Promoted Staging Records7 days
Notify before deleting Non-promoted30 days
Delete Job and Steps after60 days

For information about how set the processed data cleanup values, see Configuring Data Management application preferences.

Values for AR System server parameters ensure efficient onboarding of bulk data

To ensure efficient onboarding of bulk data, the AR System server configuration parameters Filter_API_time_out, asynch_op_api_timeout, and the private RPC queue have new values. 

For a fresh installation, the installer defines these new values. When you upgrade to BMC Remedy ITSM 9.1.03, BMC Remedy Configuration Check utility for Unified Data Management (UDM) checks the values for these parameters and provides a report. 

For information about these checks and setting up new values, see Unified Data Management (UDM) checks and Running the Configuration Check Utility for UDM.

Error notification for failure of dataload job at Load and Promote

Previously, if a dataload job failed due to any AR or plug-in related error at the Load or Promote step, the job remained stuck in the In Progress status and was never completed. There was no mechanism to notify users that an AR or plug-in related error had occurred.

With BMC Remedy IT Service Management 9.1.03, if any AR or plug-in related error occurs when the Load and Promote steps are created for a job, a detailed AR or plug-in related error message is displayed in the Steps panel. The job completes and displays the Job Result of "Errors Detected". For information about these errors, see Troubleshooting dataloads and Troubleshooting validation and promotion.

New ARUpsert step for importing the People form data using LDAP

In version 9.1.02 and earlier, the LDAP attributes were mapped to the People form fields in the AROutput step of an LDAP_People Atrium Integrator job.

In version 9.1.03, the LDAP attributes are mapped to the People form fields in the AR Upsert step of an LDAP_People Atrium Integrator job. This step uses a Checksum mechanism to determine if the source record needs to be imported or not. By comparing the Checksum value of the source record and an existing CTM: People record, the step determines if the records are different. Only new and updated records are imported.

The AR UPsert step saves time by importing only the updated records when the job is run.

For more information, see Configuring Data Management for LDAP or LDAPS import.

Before you upgrade to BMC Remedy IT Service Management version 9.1.03, ensure that you create a copy of existing out-of-the-box transformation, job and your field mappings because the system overwrites the field mappings at the time of upgrade. For information about transformation, see Configuring the LDAP import method.

BMC Remedy Smart Reporting enhancements

New UI for BMC Remedy Smart Reporting

Version 9.1.03 of BMC Remedy Smart Reporting offers the following UI enhancements:

FeatureDescription
Left side navigation options

This navigation style is introduced in BMC Remedy Smart Reporting 9.1.03 as an alternative to the traditional toolbar. This navigation method provides a more intuitive method for navigating through all aspects of the application. The in the upper right corner of navigation bar enables you to quickly create reports, dashboards, views, and storyboards.

  • If you are upgrading from an earlier version to version 9.1.03, the default navigation style is set to toolbar navigation.
  • During a fresh installation of version 9.1.03, the default navigation style is set to left side navigation.

You can switch between the navigation styles based on your preference.

  • To change the navigation style, refer to system settings in Configuration.
  • For information about navigation styles, see Navigation.
Embed report content in external pages

You can now share active reports on external pages by using the Embed option available under the Share menu. For example, you can share active reports on your company's Intranet portal by using the Embed option. For information about embedding reports in external pages, see Embedding report content in external pages

Report queuingIf a report takes a long time to run, you are now prompted with options. You can now choose to have it emailed to you upon completion. This capability optimizes productivity by allowing you to move to other tasks while a report runs. This feature is particularly useful in larger enterprise deployments where users may be connecting to slower data sources.

BMC Remedy Smart Reporting administrators can cancel reports that take usually long time to run. To manage report queues, see Background execution.

Save report as a semantic view

You can now save a report as a semantic view. This capability enables you to reuse desired columns of a report. For information about the report Save and Save As options, see Save as and Report save.

Canvas

You can now quickly create customized analytical content and infographics by using the Content Creation Canvas. No coding required. For information about using the canvas and set canvas properties, see Canvas

Task Management 

You can now create and assign tasks to users for a variety of functions. For example, you can create a task to request a user to generate a report and provide the report results. The Timeline > Task Management page displays the tasks assigned to you or the tasks you assigned to other users. For information about viewing and filtering tasks, see Task Management.

Personal broadcast for daily updates

Broadcasting allows you to send an active report to one or more users based on a defined schedule and set of rules. A personal broadcast is exactly the same as a standard broadcast, where you define the recipients. A personal broadcast is only ever sent to the person who defined the broadcast. For example, if Allen defines a broadcast, personal broadcast is sent only to Allen. To create a broadcast, see Broadcasting reports to users.

Broadcast report results in .xlsx and .docx formats

You can now broadcast the results of an active report in .xlsx and .docx formats. For information about broadcasting active report results in different file formats, see Broadcasting reports to users.

Export report data in excel (2007 excel) format

You can now export the report content in the .xlsx format. Report content can be exported to a location outside BMC Remedy Smart Reporting application in .xlsx format. For information about exporting reports in different file formats, see Exporting report content.

Browse page

This page allows you to explore all the content you have access to in the system. From this central location you can locate individual reports, dashboard tabs, storyboards, and discussion streams. To change the display options of the Browse page, search, or sort items, see Browse page.

New roles

BMC Remedy Smart Reporting 9.1.03 introduces a new set of roles. If you upgrade to BMC Remedy Smart Reporting 9.1.03 from an earlier version, you can continue to use the old roles. The new set of roles are available for fresh installation of BMC Remedy Smart Reporting 9.1.03. For more information about the new roles, see Roles.

Forecasting

This capability is available in Chart builder allows you to visualize and predict what happens next. You can perform faster, more accurate forecasting by easily setting the parameters used to create a forecast model. For example, based on the number of incidents created and resolved in a quarter, you can predict the amount of work for the next quarter by using the forecasting function. This capability helps in planning activities and resources.
For more information about the options available in the forecasting function, see Chart functions.

New semantic view and out-of-the-box report for BMC Asset Management CI data

In version 9.1.02 and earlier versions, BMC Asset Management CI hierarchical data can be accessed by BMC Atrium CMDB users who have access to Atrium Explorer. However, showing the BMC Asset Management CI data hierarchy through a report is not feasible. Viewing the CI hierarchy is useful when you want to know the infrastructure supported by a CI.

Starting from version 9.1.03, BMC Remedy Smart Reporting includes new CMDB - CI Hierarchy semantic view and Business Service CI Hierarchy - Example report. This enhancement enables users to view Asset Management CI hierarchical data through reports. The CMDB - CI Hierarchy semantic view contains five levels of hierarchy. If needed, users with Public Content Writer & Collaborator - Advanced and BMC Remedy Smart Reporting System Administrator roles can modify or create a copy the CMDB - CI Hierarchy semantic view to configure more than five levels of hierarchy.

The new Business Service CI Hierarchy - Example report helps you understand how CI hierarchy reports can be created based on the CMDB - CI Hierarchy semantic view. The new Business Service CI Hierarchy - Example report is placed in Browse > BMC Remedy Operational Reporting > Configuration Management. For more details about the report, see Out-of-the-box Configuration Management reports.

BMC Release Management reports

In version 9.1.03 of BMC Remedy Smart Reporting, a new dashboard and reports have been introduced for BMC Release Management. These reports release-related details such as release submission trend and number of open releases by priority.

Setting time zone when onboarding users to BMC Remedy Smart Reporting

In BMC Remedy Smart Reporting 9.1.02 and earlier versions, changing the default time zone for all users of a client org is cumbersome. BMC Remedy Smart Reporting administrator has to update the time zone for each user manually.

Starting from version 9.1.03, BMC Remedy Smart Reporting administrator can specify the default time zone for all users of a client org while onboarding them from a single company, multiple companies, or multiple companies in bulk. Specifying the time zone for users is essential when working with business time-related calculations. For example, time zone is considered to evaluate the status of a Service License Agreement.

  • The Customer Details step of user onboarding process in BMC Remedy Smart Reporting now includes the Time Zone Region and Time Zone fields, which allow administrators to set the time zone for all users of a client org.
  • The comma-separated values (CSV) file used for multicompany bulk onboarding now includes a new column, Time zone. The time zone specified in this column is used by the user onboarding process.

Though administrator can set the default time zone for users when onboarding them to BMC Remedy Smart Reporting, time zone specified for a user in the AR System User Preference form — Locale tab always takes precedence.  

To know the time zone considerations and how to set the time zone while onboarding, see 2018-08-13_02-13-11_Onboarding users in BMC Remedy Smart Reporting.

New KPIs for incidents and work orders

In 9.1.03, the following key performance indicators (KPIs) have been added. These KPIs help in calculating the performance against targets without creating calculated fields.

  • Work order
    • Open Work Orders
    • Work Orders submitted
    • Work Orders Completed

For details, see Out-of-the-box Work Order KPIs.

  • Incident Management
    • Open Incidents Older Than 10 Days
    • Open Incidents Older Than 30 Days
    • Resolved Incidents - With Service Target Breached
    • Open Incidents - Within Service Target
    • Open Incidents - With Service Target Breached

For details, see Out-of-the-box Incident Management KPIs.

BMC Knowledge Management reports

The following reports are added in the Browse > BMC Remedy Operational Reporting > Knowledge Management category:

  • Top searched keywords
  • Percentage of tickets with articles linked
  • Number of flagged articles
  • Top N scored articles by author

The Keywords not found report did not run successfully in BMC Remedy Smart Reporting 9.1.02 and earlier versions. This report works successfully in 9.1.03. For information about the newly added reports, see Out-of-the-box BMC Knowledge Management reports.

Enhanced subquery capability

Sub queries allow BMC Remedy Smart Reporting users to create advanced reports which contain data from multiple views and data sources. In versions 9.1.00, 9.1.01, and 9.1.02, BMC Remedy Smart Reporting supports UNION subquery type.

Starting from 9.1.03 version, BMC Remedy Smart Reporting also supports Append subquery type. The Append subquery allows you to add the results of one query to another query if both the queries have a common column. This subquery type helps you compare the results of two or more queries. For example, you can use Append subquery to generate a report to view the number of incidents, problems, and changes created for each company in an organization.

To know how to use Append subquery, see Using subqueries to create advanced reports.

Enhanced AR JDBC capabilities

In version 9.1.03, BMC Remedy Smart Reporting introduces the following AR JDBC functions. The new AR JDBC functions allow you to add advanced calculations to your reports.

  • Convert string to number, ARJDBC

  • Convert CLOB to Varchar (Oracle), ARJDBC

  • Convert nText to Varchar (MSSQL), ARJDBC

  • List Aggregation, ARJDBC

  • First Day of Month, ARJDBC

  • First Day of Quarter, ARJDBC

  • First Day of Year, ARJDBC

  • Length, ARJDBC

  • Character Index/Position, ARJDBC

BMC Knowledge Management enhancements

New RTF editor to format knowledge articles

A new RTF editor is available with BMC Remedy Mid Tier 9.1.03 and can be used even when you have installed earlier versions of the BMC Remedy AR System, BMC Atrium Core, and BMC Remedy IT Service Management applications. For information about the new RTF editor, see Overview of the Rich Text Formatting editor .

To use the new RTF editor for formatting the knowledge articles, see The rich text editing toolbar.

BMC Service Request Management enhancements

New RTF editor

A new RTF editor is available with BMC Remedy Mid Tier 9.1.03 and can be used even when you have installed earlier versions of the BMC Remedy AR System, BMC Atrium Core, and BMC Remedy IT Service Management applications. For information about the new RTF editor, see Rich text formatting editor overview .

For using RTF editor in Service Request Definitions (SRD), see Adding hyperlinks in an SRD and Adding an image to the Instructions field.

BMC Remedy Single Sign-On enhancements


Service Pack 3 provides the following enhancements:

Realm support for Local User Management

Updates in this service pack are as follows:

  • Mandates
    • Association of new local users and roles with a specified Realm.
    • Deletion of all local users and roles belonging to a realm, after deletion of that realm.

There are no changes for existing local users and roles after upgrade.

Localization support for end user pages

From this release, Remedy Single Sign-On (Remedy SSO) supports localization of the login and domain-entry pages.

The following languages are supported:

  • English
  • French
  • German
  • Brazilian Portuguese
  • Italian
  • Spanish
  • Japanese
  • Simplified Chinese
  • Russian
  • Korean

LDAP groups support

From this release, Remedy SSO enables you to provide additional information about about LDAP users and groups. This information  can be used by an integrated application such as BMC Atrium Orchestrator for administration and authorization purposes.

Web agent enabling or disabling

You can enable or disable a web agent by adding options in the rsso-agent.properties file.

For more information, see  Enhancements in Service Pack 3 .

BMC Remedy AR System enhancements

New Rich Text Formatting editor

The new Rich Text Formatting (RTF) editor is available with BMC Remedy Mid Tier 9.1.03 and can be used even when you have installed earlier versions of the BMC Remedy AR System, BMC Atrium Core, and BMC Remedy IT Service Management applications. Benefits of the new RTF editor are as follows:

  • Supports all the features for rich-text fields in BMC Remedy Knowledge Management applications
  • Provides all key rich-text field editing capabilities
  • Renders the existing articles without any loss of formatting, provided the articles content uses standard HTML markup
  • Maintains formatting when you copy content from MS Word, MS Outlook, or HTML to the RTF-enabled field

For more information, about the new RTF editor, see Rich text formatting editor overview.

REST API

The POST operation on Create Entry resource is enhanced. You can request set of fields that the AR System server returns in addition to the URL of an entry. For more information see /entry/{formName}.

AR Upsert plug-in

The AR Upsert step is a new plug-in with simplified user interface and with enhanced features. This plug-in uses the checksum mechanism to determine whether to import the source record. For more information, see AR Upsert step.


BMC Atrium Core enhancements

New REST APIs for BMC Atrium Core

As a part of Digital Enterprise Management initiative, certain Remote Procedure Call (RPC) based APIs are exposed through REST to reduce hybrid deployment complexity. The main objectives for introducing new REST APIs are as follows:

  • Expose a new set of CMDB Engine APIs through REST that are consumed by third-party applications through RPC.

  • Make the exposed APIs comply to BMC REST standards.

For more information see, BMC Atrium Core integration with external applications by using REST APIs.

Pentaho upgrade from version 4.1 to version 6.0.1.0

Starting from this release, BMC Atrium Core supports Pentaho version 6.0.1.0. When you upgrade BMC Remedy AR System platform, Pentaho is automatically upgraded to version 6.0.1.0. For new installations of BMC Atrium Core 9.1.03, your Pentaho upgrade is complete only after the Atrium Integration installation is completed. For more information about developing and updating plugins for Pentaho, see the  Pentaho 6.0 documentation.  

If you developed any custom plugins for Pentaho, you must update them to comply with the Pentaho 6.0 plugins structure. For more information on how to launch Pentaho from BMC Atrium Core, see Launching Atrium Integrator Spoon from Atrium Integrator. For a list of the BMC certified plugins for Pentaho, see Certified plugins for Pentaho.

Additional Remote Procedure Call program numbers for BMC Atrium Core

Additional RPC program numbers are added to support the Normalization Engine. For more information, see Configuring ports for BMC Atrium core using RPC program numbers. 

New BMC_CloudInstance class for cloud discovery

A new class, BMC_CloudInstance, is added with BMC_BaseElement class as its parent class to support cloud discovery. This class represents the internal or external services consumed by cloud providers, for example, Amazon Web Services (AWS) and Microsoft Azure (Azure). You can represent these services in your infrastructure and service model by using the BMC_CloudInstance class. For more information, see BMC Atrium CMDB 9.1.03 Common Data Model diagram.


Was this page helpful? Yes No Submitting... Thank you

Comments