This documentation applies to the 8.1 version of Service Request Management, which is in "End of Version Support." You will not be able to leave comments.

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

Upgrading BMC Service Request Management

The BMC Service Request Management installer enables you to upgrade BMC Service Request Management features in your IT environment.


During installation, the Multi-tenancy Workflow Customization Information panel appears under the following conditions:

  • You previously installed the 8.1 versions of BMC Remedy IT Service Management and BMC Service Level Management.
  • You are installing BMC Service Request Management on a primary server in a server group.
  • You are installing BMC Service Request Management on a stand-alone AR System server.

Running the installer multiple times

When you start the installer, you can choose one or more features to upgrade at one time. Because certain applications depend on a specific set of features, you might need to run the installer multiple times to upgrade all of the features in BMC Service Request Management. For example, you can perform the following actions:

  • Re-run the installer multiple times to install additional language packs.
  • Apply the multi-tenancy update after you customized the multitenancy model and reconciled the customizations.

Before you begin

Apply the SRM (BMC:SR Mgmt Application) and Financial Management (BMC:Financial Mgmt Application) licenses to the AR System server before you start installation.

To install BMC Service Request Management


  • To reduce installation time significantly, do not install the products over the wide area network (WAN).
  • If you are upgrading both BMC Remedy IT Service Management and BMC Service Request Management to 8.1, upgrade BMC Remedy IT Service Management first so that the foundation components are upgraded only once.
  • To avoid configuration problems, accept the default values displayed in the installer unless you have a valid reason to modify them.
  1. Download the BMC Service Request Management installer from the BMC Electronic Product Distribution (EPD) website, or navigate to the installation directory on the DVD.
  2. Unzip the installer.
  3. Navigate to the Disk 1 folder.
  4. Start the installer.
    • (Microsoft Windows) Run setup.cmd.
    • (UNIX) Log on as root and run
      When installing the application on UNIX, BMC recommends performing the installation as a root user. However, you can perform the installation as a non-root user. If you choose to install the application as a non-root user, you must log in to the UNIX system under the same UNIX user ID that was used to install BMC Remedy AR System.


      If you are running Windows 2012, do not run setup.exe to start the installer (due to an incompatibility problem). Run setup.cmd instead, or run setup.exe in interface mode (with the –i command-line option).

      1. In the lower-right corner of the Welcome panel, click Next.
      2. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
      3. On the BMC Remedy AR System User Inputs panel, perform the following actions:
        1. Verify that the administrator name and password are correct.
          Modify them as needed.
        2. Review the default installation directory.
          Navigate to the directory in which you want to install BMC Service Request Management. The default locations are C:\Program Files\BMC Software\BMCServiceRequestManagement (Windows) and /opt/bmc/BMCServiceRequestManagement (UNIX or Linux).
        3. Click Next.
      4. On the Overlay Information panel, perform the following actions:
        1. Review the important information provided.


          If you performed customizations that are not in an overlay or custom object and you want to preserve them, click Cancel to stop the upgrade. After you created overlays or custom objects, start the upgrade.

        2. If you did not perform customizations or you do not want to preserve them, select the check box to accept the agreement.
          The installer overwrites all customizations during the upgrade.
      5. Click Next.
        The Multi-Tenancy Workflow Customization Information panel is displayed if you met all the conditions.

      6. Review the following multitenancy options carefully. Depending on the conditions, you might see three different sets of questions and corresponding options.




        Did you customize the multi-tenancy model for any of the installed applications?

        You always see this question the first time that you run the installer.

        • Click Yes if you customized the multi-tenancy model. The update is not applied.
        • Click No to apply the update, because you did not customize the model.

        Did you reconcile the customizations?

        You see this question because you previously indicated there were multi-tenancy model customizations.

        Applying the Multi-Tenancy service pack takes a significant amount of time. Do you want to apply it now?

        You only see this question if you have hit the threshold of more than 20,000,000 records. If you do not hit the 20,000,000 record threshold, the message does not appear.

        • Click Yes to apply the update now.
        • Click No to apply the update later.
      7. Click Next to continue with the installation.
        • If the utility encounters any errors, you must fix the underlying problems before you can manually run the multi-tenancy utility later.
        • If you do not see any errors, the multi-tenancy update is successful.
          For more information, you can review the records in the SHARE:Application_Properties form.
          The installer validates your inputs, and then the Installation Preview panel appears, listing the product and product features that will be installed. You are nearly finished with the BMC Service Request Management upgrade.
      8. Click Install.
        After post-installation cleanup, a summary of the installation appears.
      9. Click View Log to review the SEVERE error messages or warnings in the product installer log.
        See whether errors are due to network, host, or other environment-related issues. You can view a log file of the installation:
      10. Close the log when you finish.
      11. Click Done to exit the BMC Service Request Management installer.
      12. After completing the BMC Service Request Management upgrade, flush the Mid Tier cache.
      13. Manually delete the plugins cache from the mid tier:
        1. Stop your web service (for example, Tomcat).
        2. Navigate to the <ARSystemInstall>\ARsystem\midtier\PluginsCache folder.
        3. Delete the contents from it.
        4. Restart the web service.


          For more information about the mid tier plugins cache, see KBKA382464.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.