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.

9.1.04


This table provides information about fixes and updates in version 9.1.04, and provides instructions for downloading and installing version 9.1.04.

Enhancements in version 9.1.04

To learn about new features and changes in version 9.1.04, see Enhancements in the IT Service Management Suite 9.1.04.

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

Downloading version 9.1.04

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

Installing version 9.1.04

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

If you are installing version 9.1.04 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 9.1.04 before installing BMC Remedy ITSM Suite 9.1.04.


Version 9.1.04 provides enhancements in the following BMC Remedy ITSM applications and components:


Platform and application components upgrade enhancements

Zero-downtime upgrade enhancements

  • Easier upgrade with additional automation: Several manual steps (such as removing the back up folders, metadata, and obsolete FTS collections, as well as enabling FTS index, and algorithms for password encryption etc)  are automated to make the zero-downtime (ZDT) upgrade more efficient and less error prone.

    Note

    Zero-downtime upgrade is supported for the platform components (AR, Atrium Core, and AI) only.

    To prepare for the zero-downtime upgrade of the platform components, see Preparing for zero-downtime upgrade of the platform

  • Rollback: If for some reason the upgrade fails, the platform components and the file system are rolled back to the earlier version. After resolving the issues that failed the ZDT upgrade, you can restart the upgrade process. Until you restart the upgrade process the DB remains in the upgraded version but it does not cause any interruptions in the normal operations. If automatic rollback fails due to power outage or for some reason, run the rollback utility manually. For information on rollback mechanism, see Troubleshooting installer failure during upgrade
  • Zero-downtime upgrade in a non-server group environment: Zero-downtime upgrade is supported in a non-server group environment. When you a perform zero-downtime upgrade in a non-server group environment, the installer automatically adds all the upgraded servers to the server group. If there are servers that were not upgraded to 9.1.04 but are using the 9.1.04 database, those servers will not be added to the server group.

Simplified patch and hotfix deployment

Remedy Deployment Manager is enhanced to simplify the hotfix and patch deployment. 

    • You no longer need to run the installers in multiple environments of Development, QA, and Production.
    • In a server group, when you apply packages on a primary server, the changes provided through the patch or hotfix are applied on all secondary servers automatically. You do not need to run the installers on the secondary servers.

For information on hotfixes and patches  that are delivered through binary payload, see  Applying hotfix and patch packages


BMC Remedy Configuration Check utility enhancements

Remedy Configuration Check utility enhancements

The following checks are added to the Unified Data Management (UDM) checks in the Remedy Configuration Check utility:

  • An ARServer Configuration check to validate whether escalations are enabled on at least one of the AR System servers in the ARSystemServerGroupOperationRanking form.
  • A UDM plug-in configuration check to validate whether the Is Default check box is enabled for the servers configured in the UDM:Config form. 

For more information, see Unified Data Management (UDM) checks .


BMC Remedy ITSM Suite enhancements

Relate phases easily and define sequence for the tasks associated with change templates by using the Data Management spreadsheets

You can now relate a phase and define a sequence for task templates and task group templates that are associated with the change template by using the Change_Process_Setup.xlsm spreadsheet.

You can use the Task_Process_Setup.xlsm spreadsheet to provide a sequence to the tasks within a task group template.

For information about using these spreadsheets to relate the phase and define a sequence for task and task group templates, see Loading phase and sequence for task and task group templates.

Error notification for failure of dataload job due to Carte server issues

With BMC Remedy IT Service Management 9.1.04, if any errors related to the Carte Server occur at the Load step, a detailed 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.

Migrate application objects using the BMC Remedy Deployment Application

You can now migrate application objects effectively and reliably from one environment to another by using BMC Remedy Deployment Application. For information about the process of migration, see Migrating application objects by using BMC Remedy Deployment Application.

Fortification of user permissions to work with tasks

With this version, you require a set of permissions to open and modify information in a task by opening it from your IT Home page or from the parent request. The task might be related to a change, incident, problem, and work order request. For more information about these permissions, see User roles and permissions for task management.

Maximum size setting for zip files in Log Zipper utility

You can now set maximum size for the zip file when you use the Log Zipper component of BMC Service Request Management maintenance tool to collect diagnostics in a zip file. For more information, see Collecting diagnostics in a zip file.

Auto-categorize tickets by using BMC Cognitive Service Management

With 9.1.04, you can license, configure and use BMC Cognitive Service Management to auto-categorize the tickets in your system. BMC Cognitive Service Management trains the system to analyze the data entered on the tickets and then helps the user to categorize the tickets by providing suggestions for categorization. This feature helps to reduce business costs associated with incorrect ticket categorization and also accelerates the ticket resolution time, which increases customer satisfaction.

The cognitive service is configured and the training data is generated in BMC Remedy ITSM. Remedy with Smart IT version 2.0 uses the trained data to help users categorize the tickets based on the data entered on the tickets.

For detailed step-by-step procedures to configure the cognitive service, understand the training data concepts, and generate training data, see BMC Helix Cognitive Automation.

For details about categorization in Remedy with Smart IT 2.0, see Categorization .


BMC Remedy Smart Reporting enhancements

New out-of-the-box KPI reports

This release of BMC Remedy Smart Reporting includes new out-of-the-box KPI reports for the following components:

  • BMC Incident Management
  • BMC Problem Management
  • BMC Service Request Management
  • Work Order Management

For more information, see Out-of-the-box KPI reports available with BMC Remedy Smart Reporting.

Java based BMC Remedy Smart Reporting User Sync utility

This release of BMC Remedy Smart Reporting now provides a Java based BMC Remedy Smart Reporting User Sync utility. This utility, which is installed with the BMC Remedy AR System plugin, automatically synchronizes user information from BMC Remedy AR System to BMC Remedy Smart Reporting. For this, a new escalation, RSR:UserSync has been added. You can change the job frequency by changing the value of this escalation. For more information, see Automatically synchronizing BMC Remedy AR System users to BMC Remedy Smart Reporting.

BMC Remedy Smart Reporting deployment

Installing BMC Remedy Smart Reporting


BMC Change Management enhancements

Approval mapping for individuals or support groups related to a CI

You can now create an approval mapping for any change request and release request to associate individuals or support groups that are related to a CI by a role such as Approved By, Managed By, and so on. When you relate a CI to the change request or release request, the individuals or members of the support group for which you created a mapping become approvers for that request. For information about creating this approval mapping, see Creating mapping to relate people and support groups related to CI (for BMC Change Management) and Creating approval mappings for people and support groups related to CI for Release Management.

Fortification of user permissions to work with tasks

With this version, you require a set of permissions to open and modify information in a task related to change request by opening it from your IT Home page or from the parent request. For more information about these permissions, see Task Management System permissions.


BMC Service Request Management enhancements

Maximum size setting for zip files in Log Zipper utility

You can now set maximum size for the zip file when you use the Log Zipper component of BMC Service Request Management maintenance tool to collect diagnostics in a zip file. For more information, see Collecting diagnostics in a zip file.

Fortification of user permissions to work with tasks

With this version, you require a set of permissions to open and modify information in a task related to a work order by opening it from your IT Home page or from the parent request. more information about these permissions, see Task management permissions.


BMC Service Level Management enhancements

Maximum size setting for zip files in Log Zipper utility

You can now set maximum size for the zip file when you use the Log Zipper component of BMC Service Request Management maintenance tool to collect diagnostics in a zip file. For more information, see Collecting diagnostics in a zip file.

BMC Service Desk

Fortification of user permissions to work with tasks

With this version, you require a set of permissions to open and modify information in a task related to an incident or problem by opening it from your IT Home page or from the parent request. For more information about these permissions, see Task management permissions.

BMC Remedy Single Sign-On enhancements

Implementing OAuth 2.0 protocol

OAuth 2.0 is an authorization framework for third-party applications. On behalf of a end user, third-party applications use OAuth 2.0 to get limited access to an HTTP service, for example, a BMC application. The end user does not share the end-user credentials, but only authorizes the third-party application to access the HTTP service.

When third-party applications access the end user's resources, it could result in issues, such as compromising of passwords and resources. OAuth addresses these issues by introducing an authorization layer and separating the role of the client from that of the resource owner. In OAuth, the client requests access to resources controlled by the resource owner and hosted by the resource server, and is issued a different set of credentials than those of the resource owner.

For more information, see Configuring OAuth 2.0.

Authenticating using OpenID Connect

OpenID Connect, an authentication method is built on top of the OAuth 2.0 protocol and implements authentication as an extension to the OAuth 2.0 authorization process. The primary extension that OpenID Connect makes to OAuth 2.0 to enable end users to be authenticated is the ID Token data structure. The ID Token is a security token that contains claims about the authentication of an end user by an authorization server when using a client, and potentially other requested claims. The ID Token is represented as a JSON Web Token (JWT).

OpenID enables clients to verify the identity of the end user based on the authentication performed by an authorization server, as well as to obtain basic profile information about the end user in an interoperable and REST-like manner. OpenID benefits mobile device authentication and cloud based services.

For more information, see Configuring OpenID Connect authentication.

Integrating with BMC TrueSight Presentation Server

Remedy Single Sign-On (Remedy SSO) can now be integrated with BMC TrueSight Presentation Server. The TrueSight Presentation Server integrates with Remedy SSO to authenticate the TrueSight products that are registered with the Presentation Server. After registering Remedy SSO with the Presentation Server, you can configure some of the Remedy SSO settings from the TrueSight console.

For more information, see Integrating Remedy SSO with BMC TrueSight Presentation Server.

Integrating with Innovation Suite

Remedy SSO can now be integrated with Innovation Suite. Manual integration procedures are provided in Manually integrating Remedy SSO with Remedy applications.

Changing the redirection code

Starting from version 9.1.04, Remedy SSO agent uses the 401 Unauthorized HTTP response code for redirection to Remedy SSO server. In addition, Remedy SSO agent also returns an HTML page with a form that is automatically redirected to the Remedy SSO server.

In previous versions, the redirection code 302 was used.

Enhancing support for load balancer

Remedy SSO supports the X-Forwarded-Proto and X-Forwarded-Host headers that might be sent by the load balancer with a request. Remedy SSO considers that information from headers while generating a login URL (pointing to Remedy SSO server) for the end user.


BMC Remedy AR System enhancements

Custom binary payload deployment

The binary payload is a set of binary files, configuration files, batch or Shell scripts. Binary payload deployment provides a single method for easily promoting binary-related customization, consuming less time for applying the customization. The main advantages of having a binary payload are:

  • You can deploy a patch or hotfix without using the installer.
  • The update is applied to all the servers in a server group.
  • No manual steps are required for deploying a payload.

For more information about binary payload, see Creating and deploying a binary payload.

Log management for multiple servers

Currently, enabling logs on multiple servers is a time-consuming process because you need to access each server directly.  The new Server Group Logs Management form provides a single location so you can enable logs on multiple servers. These log files refer to the relative path because different servers in a server group might have different directory structures. 

The AR System Server Group Name List form allows you to specify a Server Name List with characteristics such as user-facing servers, reporting servers, integration servers, and FTS indexing servers. You can refer this name list on AR System Server Group Log Management form and manage logs for specific servers in the list. 

For more information about managing logs for multiple servers, see Managing logs for server group.

Maximum size setting for zip files

You can now set the maximum size for the zip file, using the Log Zipper utility. The Log Zipper utility also offers the following additional features:

  • Log zipper can zip *.n log files.
  • You can define the maximum size for a zip file (1024 MB) that eases the file transfer. 
  • Centralized configuration data is exported and collected by Log Zipper.

For more information about Log Zipper enhancement, see Collecting diagnostics in a zip file.

BMC Remedy Deployment Application enhancements

BMC Remedy Deployment Application is improved with the following enhancements:

  • View Activity Log UI

    The View Activity Log tab opens a new browser window displaying a table of activity logs. When you select an entry, the Description and Status Reason fields are displayed.

  • Archive process for previously deployed packages

    You can archive previously deployed packages from the AR System Deployment Management Console. You can also archive a package prior to the default age. For more information about archiving a package, see Archiving a package.

  • Application object for deploying tasks and task group templates

    Use the Application object Content Type to deploy tasks or task group templates across environments. For more information, see Application Object.

  • Email notification about the status of the package

    You can configure an email address on the AR System Deployment Management form to receive email notifications about the status of your package. You can configure single or multiple email IDs (separated by semicolon) or an email distribution list.

  • Define Pre-Check for a package

    You can define a Pre-Check for a package. Pre-Check is a qualification that runs before you deploy or rollback a package. For more information on Pre-Check, see Defining a Pre-Check.

  • You can now select multiple objects when you add a definition or you add a delete definition to the package.

Notifications about mid tier user session timeout

The browser displays mid tier session timeout notification five minutes prior to the mid tier session timeout. This feature allows you to extend the mid tier session and helps avoid an abrupt session timeout.

When you click OK, the session continues for the specified time. If you click [X] on the notification dialog box, the session times out after the number of minutes shown on the notification dialog box (provided you keep the system idle). For more information about the mid tier session timeout alerts, see Enabling notifications for mid tier session timeout.

Audit report for SHARE:Application_Properties form

A new Audit tab on the SHARE: Application_Properties form shows the audit details. You can download the audit report, using the Report button on the Audit tab. For more information, see Share Application Properties


The AR System Report Console has a new category for auditing the SHARE: Application_Properties form. You can download audit report for all the records on the SHARE: Application_Properties form, using this category.

Reduced CPU resource usage for BMC Remedy Mid Tier

The CPU resource usage on systems running BMC Remedy Mid Tier is reduced by about 50%. The actual CPU usage reduction in your Remedy environment depends on the specific workload.

Enhanced web services

The web services now support the NTLMv2 authentication and use the XSI type for all elements. The web services validations are widely tested to cover the enhanced automation. Additionally, web services are improved with the following enhancements:

Refactored XML APIs

  • Simplified the XML request/response parsing code to remove complexities in element validation.
  • Refactored attachment data retrieval mechanism to improve the performance of GET calls.

Honoring the WSDL file

The web service always honors the WSDL file specified while parsing input request or sending a response. The elements are processed in the order defined in WSDL.

  • The AR System Server honors the order of elements specified in WSDL.
  • The AR System Server honors the Nillable attribute defined for an element in WSDL and updates a value in a field associated with this element.
  • When you do not specify minOccurs attribute for an element in WSDL, the AR System Server considers that the minOccurs attribute is one and throws the run time exception, if that element is missing from the XML input request.
    • Exception for XML element:
      (8961) A required element is missing from the XML input document.
    • Exception for XML attribute:
      (8969)- A required attribute is missing from the XML input document.

Refer to the following examples:

  • In an input field, if you specify a Nillable element with a blank value, the AR System Server updates the field that is mapped to the Nillable element with a NULL value.
  • When the AR system server returns a response to any Nillable element in output mapping, the AR System Server returns the element with an empty value and NIL attribute. 

Improved validation logic

  • The AR System Server throws the following exception when the required form mapping element is missing in the input request.
    (8961) A required element is missing from the XML input document.
  • Removed redundant code for entry validation.
  • The AR System Server honors the default value when a required element has the default value specified in WSDL.
  • The AR System Server throws an exception when you provide a different type of data to an element.For example, an exception occurs when you provide a String type of data to an element that holds integer type of data.
  • The AR System Server shows the following error when incorrect value is entered in the Selection field.
    (306) Value does not fall within the limits specified for the field. 

  • The following error is displayed when you specify a NULL value in the Currency field.
    (8735) Bad decimal value.

  • The following error is displayed when currency code information is missing from the currency value.
    (985) No active Currency Code found on the Currency Code form.

Handling Parent-child relationship

  • The AR System Server now supports using parent-child relationship on a submit event. 
  • The AR System Server consolidates mapping and populates data in all fields including parent-child.

Refactored WSDL generation logic

Refactored WSDL generation logic helps to populate the required attributes and honors the following criteria:

  • If you specify a default value for an XML element, the default value is reflected in WSDL.
  • If you specify a minOccur attribute for an XML element, the minOccurs attribute is reflected in WSDL.
  • If you specify a maxOccur attribute for an XML element, the maxOccur attribute is reflected in WSDL.
  • If you specify a NIL attribute for an XML element, the NIL attribute is reflected in WSDL.


BMC Remedy Atrium Core enhancements

Redesign of the CMDB interface 

The new CMDB release uses the latest application development technology and tools that significantly enhance the security and performance of CMDB. This redesign also gives you a better and faster user interface experience.

New dashboard


Note

  • For a better user experience of the new BMC Atrium CMDB user interface, keep the screen resolution at 1366 x 768 pixels or higher.
  • In various CMDB screens, the time-filter provides options to display data for specific time periods, such as Today, Last 7 days, and so on. Here, a day is not counted as a calendar day, but as 24-hours prior to your selection.
    This is applicable only where the last updated time stamp, or the data updated time stamp is displayed on the new CMDB UI.
    Example: If the current date and time is June 11, 6:00 PM, selecting Today will display data from June 10, 6:00 PM to June 11, 6.00 PM.


CMDB now provides an all-new, user friendly dashboard to manage the CMDB tasks. The new dashboard is persona-based for the Configuration Manager. The main highlights of the dashboard include:


Note

The dashboard components display different values, such as the number of failed and normalized CIs, the number of data sources, and so on. These values are not generated at run-time but at every run of the Dashboard Utility and Datasources Utility.

BMC recommends that you schedule these utilities for off-peak hours to avoid an adverse impact on system performance. Also, to avoid overlapping of schedules for both the utilities, you must have a minimum difference of one hour between the schedules.

Health metrics 



The Health metrics section provides two new CMDB health indicators that track the following exceptions:

  • Integrity: This health indicator tracks the orphan and duplicate CIs in the production data set. 
  • Completeness: This health indicator tracks the CIs with missing attributes in the production data set.

The green part of the indicator represents the percentage of successful CIs while the red part represents the percentage of CIs with exceptions in the production data set. As part of the new actionable feedback feature in this release, each health indicator also provides a Recommended Actions column that lists the action you can perform to resolve each CI exception.  

Data Flow 



The new Data Flow section provides a snapshot of how data flows in CMDB from collection to consumption. The Data Flow components include:

  • Data Sources: The Configuration Manager, based on inputs from stakeholders, can configure new sources of data such as BMC Discovery or SCCM. The data sets have a one-to-one mapping with data sources. In this component, you can configure the data source name, the data provider type (such as Atrium Integrator, Manual, and so on), and the data set that stores the related CIs. You can also add a new data set in this component.
  • Imported CIs: This component provides a count of new and unique CIs imported into CMDB. It also lists the executed and pending jobs that you have configured for importing data into CMDB. 
  • Normalized CIs: This component provides a userfriendly ribbon section that displays various counts, such as the total number of jobs, the number of pending jobs, and so on. You can create and monitor normalization jobs. With the new progressive disclosure model, you can drill-down into an option, such as failed CIs, and investigate the problem. You can perform the task suggested in the Recommended Actions column to resolve the failed CIs. However, for configuring the normalization features, such as Version Rollup or Suite Rollup, you must use the Configurations menu option.    
  • Reconciliation: This component provides a userfriendly ribbon section that displays the reconciliation job details, and the number of failed and successful CIs and relationships. You can perform the tasks, such as setting the Identify, Merge, and Purge activities, and creating and monitoring reconciliation jobs. With the new progressive disclosure model, you can drill-down into an option, such as failed relationships, and investigate the problem. You can perform the task suggested in the Recommended Actions column to resolve the failed relationships. However, for configuring the Identification (IDRulesQualification Rules, and Precedence Exceptions for reconciliation, you must use the Configurations menu option.
  • CI Updates: This component displays the uniquely and successfully updated CIs and relationships in the final production data set. You can also see the items tagged for Mark As Deleted
  • Consumers: This component displays the details of the entities that consume the final production data set, such as the ITSM and SRM applications, and so on. 

Consolidated Configurations console 

The new Configurations menu option provides a single console to configure the following features:

  • Configure Dashboard and Datasources: Use the Dashboard Utility option to set the refresh interval for the values displayed in the health dashboard. The Datasources Utility option enables you to set the refresh interval for the datasources. To avoid overlapping of schedules for both the utilities, you must have a minimum difference of one hour between the schedules.
  • Core Configurations: Use this option to configure settings, logs, and threads for the following components: CMDB Engine, Normalization, CMDB Services, Reconciliation, Atrium Integration, Impact Simulator, Event Channel, DSM, USM, Notification, Service Context, and Deprecation.  
  • Manage Normalization Rules: Use this option to configure the following features:
    • Catalog Mapping: Create, edit, and delete Product Catalog mapping. 
    • Features: Create, edit, and delete the normalization features, such as Version Rollup, Suite Rollup, and so on.
    • Dataset Configurations: Edit the configuration for a data set and apply features, such as CTI OnlyInline, and so on.
    • Class Configurations: Add configuration features for classes.
  • Manage Reconciliation Rules: Use this option to configure the following features:
    • Identification Rules: Configure the Custom rules that you can apply in customized reconciliation jobs. Also, view the Standard, out-of-the-box identification rules provided by BMC that are applied in standard reconciliation jobs.  
    • Qualification Rules: Configure the qualification rule sets that you can apply in reconciliation jobs.
    • Precedence Exceptions: Configure the rules for precedence exceptions that you can apply in reconciliation jobs. 

Userfriendly walkthroughs

This release assists new users with a Walkthroughs widget available on various screens. A walkthrough eases onboarding by guiding you with real-time, interactive steps that you perform to achieve a task. The widget also provides links to short videos that introduce you to various CMDB components, such as the new Dashboard, an overview of this release, and so on. 

  

Note

Walkthroughs are developed using a vendor application that employs Google Analytics to track the usage of walkthroughs. However, no end-user data is transmitted to the vendor.



What's changed in this release

Enhancement Product behavior in versions earlier than 9.1.04 Product behavior in version 9.1.04
BMC Service Desk

Earlier, if you opened the expand edit box of Notes field and scrolled through the list of locked and unlocked work information entries from the Work Details tab of an incident record by using Down Arrow, all the work information entries opened in a single either editable or non-editable Incident – Notes pop-up, irrespective of the work note lock status.

If you open the expand edit box of Notes field and scroll through the list of locked and unlocked entries for an incident from the Work Details tab by using the Down Arrow:

  • For a locked work information entry, a non-editable Incident – Notes pop-up opens.
  • For an unlocked work information entry, an editable Incident – Notes pop-up opens. 

If the locked or unlocked work information entries are present in a sequence, you can toggle by using Down Arrow.

However, if a locked entry is following by an unlocked entry, you must select the entry again from the table for the Incident – Notes pop-up to open.

BMC Remedy ITSM Maintenance tool BMC Remedy ITSM Maintenance tool Encryption tab allows you to generate an encrypted password to use when running a silent installation.

The Encryption tab from BMC Remedy ITSM Maintenance tool that allows you to generate an encrypted password to use when running a silent installation is removed.

You can encrypt password using the following commands from the command line:

-encrypt -encrypt [options]

Example:

C:\Program Files\BMC Software\BMCRemedyITSMSuite\Utilities>
BMCRemedyITSMSuiteMaintenanceTool.cmd -encrypt
-encrypt -password=arsystem -confirm_password=arsystem

For more information, see Encrypting passwords using the BMC Remedy ITSM Maintenance Tool in BMC Remedy ITSM Deployment 9.1 online documentation.

BMC Remedy Service Request Management maintenance tool BMC Remedy Service Request Management Maintenance tool Encryption tab allows you to generate an encrypted password to use when running a silent installation.

The Encryption tab from BMC Remedy Service Request Management Maintenance tool that allows you to generate an encrypted password to use when running a silent installation is removed.

You can encrypt password using the following commands from the command line:

-encrypt -encrypt [options]

Example:

C:\Program Files\BMC Software\BMCServiceRequestManagement\Utilities>
BMCServiceRequestManagementMaintenanceTool.cmd
-encrypt -encrypt -password=arsystem -confirm_password=arsystem

For more information, see Encrypting passwords for silent installation of BMC Service Request Management in BMC Remedy ITSM Deployment online documentation.

BMC Remedy Service Level Management maintenance tool BMC Remedy Service Level Management Maintenance tool Encryption tab allows you to generate an encrypted password to use when running a silent installation.

The Encryption tab from BMC Remedy Service Level Management Maintenance tool that allows you to generate an encrypted password to use when running a silent installation is removed.

You can encrypt password using the following commands from the command line:

-encrypt -encrypt [options]

Example:

C:\Program Files\BMC Software\BMCServiceLevelManagement\Utilities>
SLMMaintenanceTool.cmd
-encrypt -encrypt -password=arsystem -confirm_password=arsystem

For more information, see Encrypting passwords using the BMC Service Level Management Maintenance Tool in in BMC Remedy ITSM Deployment online documentation.

Overview Console In the version 7.6.04 and prior, when you sort the tickets based on the priority, the sorting of ticket types was maintained. For example, the list of Change Requests with priority low, medium, high, and critical followed by Incidents, Problem, and Task with respective priorities.

In the versions 8.1 and later, when you sort the tickets based on the priority, the tickets are sorted based on the priority irrespective of the ticket type.

For example, all the critical priority tickets are listed first and followed by high, medium, and low priority tickets.

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Comments

  1. Andrius Seirys

    Hi, the link to download ITSM 9.1.04 provided here https://communities.bmc.com/docs/DOC-101902 does not work. I checked EPD site and the Remedy IT Service Management Suite 9.1.04 folder contains only instructions, no binaries to download. Thank you Andrius

    Dec 12, 2017 11:23
    1. Jyoti Nerkar

      Hello Andrius,

      Apologies for inconvenience and a delayed response. Hope you were able to download 9.1.04 version. Please feel free to contact Support team if you are still facing this issue.


      Regards,

      Jyoti

      Sep 19, 2018 12:21
      1. Andrius Seirys

        That's fine, already testing 1808

        Sep 19, 2018 03:32
        1. Jyoti Nerkar

          Great.

          Sep 19, 2018 04:29