Prerequisites for installation

Before you begin installing the BMC Intelligent Ticketing 2.0 patch, ensure the following:

Use compatible versions

Before installing BMC Intelligent Ticketing 2.0, ensure that you have installed licensed versions of the supported versions. See, Supported-platforms-and-versions.

The minimum supported version is BMC Remedy ITSM Suite 7.6.04 SP4 and BMC ProactiveNet Performance Management 8.6.02 SP4. 

BPPM Extension installation

Ensure that you first install the supported version of BMC ProactiveNet, including the Base installation and the Extension installation. Perform the Extension installation on the computer on which BMC Remedy IT Service Management (BMC Remedy ITSM) resides.

Take backup of BMC Remedy AR system objects

As part of the BMC Intelligent Ticketing 2.0 patch installation, certain BMC Remedy AR System forms, active links, and filters are modified. The backup is required in case you need to roll back the patch.

You must take the ARServer database backup before you install the patch.

Alternatively, you can take a manual backup of the modified objects. 

To take manual backup

Login to the AR System Developer Studio as a Administrator and take backup of the following files:

List of modified objects

Click here to expand...

 Forms

  • HPD:IncidentInterface_Create
  • PBM:ProblemInterface_Create
  • HPD:Search-Associations
  • HPD:IncidentProcessControl
  • HPD:Help Desk
  • HPD:Help Desk Dialogs
  • HPD:Help Desk Dialogs Classic
  • HPD:Associations
  • HPD:CFG-Rules
  • HPD:Help Desk Classic
  • CFG:Assignment
  • INT:Staging 
  • INT:BEMMapContactInfo 
  • INT:ContactMap_Regular 
  • INT:ServicePolicyCONSOLE 
  • INT:NewPolicyConfiguration

Active links:

  • HPD:INC:ASGAppDFLT_100_Setup 
  • HPD:INC:ASGAppDFLT_110_Setu-E 
  • HPD:INC:ASGAppDFLT_120_Dialog 
  • HPD:INX:ASGAppDFLT_100_Setup 
  • HPD:INX:ASGAppDFLT_110_Setu-E 
  • HPD:INX:ASGAppDFLT_120_Dialog 
  • HPD:INC:RulesSearch_100_SearchRules 
  • HPD:INC:Init_000_ServiceGetHPDHELPDESKVariables 
  • HPD:INC:Init_000_ServiceGetHPDHELPDESKVariables_create 
  • HPD:INX:Init_000_ServiceGetHPDHELPDESKVariables 
  • INT:BiiARS:ISG_BEMMAPSaveAll 
  • INT:BiiARS:CheckContactInfoForError 
  • INT:BiiARS:SGM_Save_SaveGlobalMapping_02 I
  • NT:BiiARS:SGM_Save_SaveGlobalMapping_01 
  • INT:BiiARS_CheckForInvalidContact

Filter Guides:

  • HPD:INC:OpenFormServiceGuide
  • INT:BiiARS:ISG_CreateEventGuide
  • INT:BiiARS:ISG_ImpactGuide
  • INT:BiiARS:ISG_ImpactGuideForImpactOnlyOption
  • INT:BiiARS:ISG_RootGuide
  • INT:BiiARS:ISG_RootGuideForCausalOnlyOption
  • INT:BiiARS:ISG_bOrphanedRootGuide
  • INT:BiiARS:AssociationGuide
  • INT:BiiARS:AssociationGuideFor_Association_Data

Filters:

  • HPD:HII:CreateIncident_020_GetPPLInfoLoginID
  • HPD:HII:CreateIncident_020_GetPPLInfoLoginID_NoCPY
  • CHG:ICI:CreateChange_SetProdCatByServiceCI_85
  • CHG:ICI:CreateChange_ValidateServiceReconID_80
  • INT:ASICHG:ICI:CreateChange_105_AssocServiceCI_SetInfo
  • INT:ASICHG:ICI:CreateChange_125_AssocCISetInfo
  • PBM:PPI:CreateProblem_KnownError_GetCIInfo
  • PBM:PPI:CreateProblem_KnownError_GetServiceInfo
  • PBM:PPI:CreateKnownError_100`!
  • PBM:PPI:CreateProblem_100`!
  • INT:ASIHPD:HII:CreateIncident_125_AssocCISetCIInfo
  • HPD:HII:CreateIncident_135_GetCIInfo_NullIfNotFound
  • HPD:HII:CreateIncident_135_GetCIInfo_NullIfNotFound
  • INT:RMSASI:RRI:CreateRelease_101_AssocCISetInfo
  • INT:RMSASI:RRI:CreateRelease_105_AssocServiceCI_SetInfo
  • WOI:WIC:CreateWorkOrder_98_AssocServiceCI_SetInfo
  • HPD:HII:CreateIncident_020_GetPPLInfoLoginID
  • HPD:HII:CreateIncident_020_GetPPLInfoLoginID_NoCPY
  • HPD:INC:ValidateResProductInfo_036
  • HPD:INC:ValidateResProductInfo_037
  • HPD:INC:ValidateProductInfo_046
  • HPD:INC:ValidateProductInf_047
  • HPD:INC:ValidateServiceCat_044
  • HPD:INC:ValidateServiceCat_045
  • HPD:INC:ValidateResCat_062
  • HPD:INC:ValidateResCat_063
  • INT:FNDHPD:SAI:ServiceCICreateAssociation_PHAS_100
  • INT:FNDHPD:SAI:CICreateAssociation_PHAS_300
  • HPD:HII:CreateIncident_100`!
  • HPD:INC:Check_CI_OnResolved_215
  • HPD:INC:Check_CI_Related_OnResolved_470
  • HPD:INC:Check_ServiceCI_Related_OnSubmit_006-E
  • HPD:INC:Check_ServiceCI_Related_OnModify_006-E
  • HPD:INC:GetIncidentRule_005
  • INT:FNDHPD:SAI:ServiceCI/CI_RemoveAssociation_PHAS_150
  • INT:BiiARS:ISG_CallCreateBEMEventGuide
  • INT:BiiARS:ISG_GetBEMMappingForImpactUrgencyStatus
  • INT:BiiARS:ISG_GetContactMapping
  • INT:BiiARS:ISG_CreateInterfaceRecordForOnlyImpact`! 
  • INT:BiiARS:ISG_CreateInterfaceRecordForOnlyImpactForImpactOnly`!
  • INT:BiiARS:ISG_CreateInterfaceRecordForOnlyRoot`!
  • INT:BiiARS:ISG_CreateInterfaceRecordForOnlyEvent`!
  • INT:BiiARS:ISG_UpdateHelpDeskEvent_000
  • INT:BiiARS:ISG_GetCINameFrmCMDB_Impact
  • INT:BiiARS:ISG_SetCINameFrmCMDB_Root
  • INT:BiiARS:ISG_CreateInterfaceRecordForOnlyEvent_with_prod_cat`!
  • INT:BiiARS:ISG_CallImpactRootGuide`!
  • INT:BiiARS:ISG_PushCancelledStatusIntoHelpDesk`!
  • INT:BiiARS:ISG_CALLCreateASSOCIATIONForUPDATE
  • INT:BiiARS:ISG_UpdateStatusForOrpahanedRoot_01
  • INT:BiiARS:HPDINT_AssocCISubmitCMDBAssoc_ImpactedBy`!
  • INT:BiiARS:HPDINT_AssocCISubmitHPDAssociation_Impacts`!
  • INT:BiiARS:ISG_UpdateStatusForOrpahanedRoot_00
  • INT:BiiARS:ISG_GetIncidentIDOfNoLongerRootCause_in_incident_id_list
  • INT:BiiARS_ISG_DeleteHPDAssocDataForBEM
  • INT:BiiARS:HPDINT_AssocCISubmitHPDAssocAndCMDBAssoc_CausedBy_02`!
  • INT:BiiARS:ISG_GetIncidentIDOfNoLongerRootCause`!
  • INT:BiiARS:ISG_PARSEforUpdateASSOC_05`!
  • INT:BiiARS:ISG_GetIncidentIDOfNoLongerRootCauseImpactOnly`!
  • INT:BiiARS:ISG_PARSEforUpdateASSOC_04`!
  • INT:BiiARS:ISG_PARSEforUpdateASSOC_04CausalOnly`!
  • INT:BiiARS:ISG_SetNo LongerINFOFromHelpDesk
  • INT:BiiARS:ISG_SetNo LongerINFOFromHelpDeskCausalOnlyOption
  • INT:BiiARS:Interface_AssociationRecords-IncidentToIncident_BEM`!
  • INT:BiiARS:Interface_AssociationRecords-IncidentToIncident_BEMCausalIncExists1`!
  • INT:BiiARS:ISG_RemoveAssoc_z1D_AssocRemoveID_01`!
  • INT:BiiARS:ISG_GetAssocIDTobeRemoved_01
  • INT:BiiARS:ISG_RemoveAssoc_z1D_AssocRemoveID_02`!
  • INT:BiiARS:ISG_GetAssocIDTobeRemoved_02
  • INT:BiiARS:HPDINT_AssocCISubmitHPDAssociation_Impacts_AssociationData`!
  • INT:BiiARS:HPDINT_AssocCISubmitCMDBAssoc_ImpactedBy_AssociationData`!
  • INT:BiiARS:ISG_UpdateWorklogForImpact
  • INT:BiiARS:ISG_PushNewRootsForIMpact
  • INT:BiiARS:ISG_UpdateWorklogForImpact1A
  • INT:BiiARS:ISG_UpdateHelpDeskEvent_02
  • INT:BiiARS:HPDINT_WorkLogInCausalIncident`!
  • INT:BiiARS:HPDINT_WorkLogInImpactIncident`!
  • INT:BiiARS:ISG_UpdateStatusForOrpahanedRoot_00A
  • INT:BiiARS:ISG_CreateRecord_AssociationData`!
  • INT:BiiARS:HPDINT_BEMWorkLogInCausalCIIncident`!
  • INT:BiiARS:ISG_SearchIncidentForImpact
  • INT:BiiARS:ISG_SearchHelpDeskmcueid
  • INT:BiiARS:ISG_SearchIncidentForCI
  • BiiARS_HelpDesk_PushTo_HPD:OutBoundStagingForm_Modify`!
  • INT:BiiARS_ISG_GetHPDAssocDataForBEM
  • INT:BiiARS:ISG_CallGuide_CreateEventGuide_CausalEvent

Take backup of BMC ProactiveNet Performance Management objects

As part of the BMC Intelligent Ticketing 2.0 patch installation, some BPPM files are modified when you install the BPPM component.

In case of BPPM, the installer automatically takes the back up. The backup is required in case you need to roll back the patch. 

The backup is created at the following location:

<install_dir>\BMC Intelligent Ticketing 2.0 Patch\02_BPPM Patch\BackupFiles

List of modified objects

Click here to expand...

BPPM files

  • ibrsd_propagate_causal_events.mrl
  • gateway.ibrsd
  • DefaultMapping.map
  • ibrsd_orphaned_root_cause.mrl

 

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