Bmc remedy it service management инструкция - Самые разные инструкции по применению

BMC Remedy IT Service Management 7.5.00

Concepts Guide

February 2009

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Contacting BMC Software

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. From this website, you can obtain information about the company, its products, corporate offices, special events, and career opportunities.

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Customer Support

You can obtain technical support by using the Support page on the BMC Software website or by contacting Customer

Support by telephone or email. To expedite your inquiry, please see “Before Contacting BMC Software.”

Support website

■

You can obtain technical support from BMC Software 24 hours a day, 7 days a week at http://www.bmc.com/support_home

. From this website, you can:

Read overviews about support services and programs that BMC Software offers.

Find the most current information about BMC Software products.

Search a database for problems similar to yours and possible solutions.

Order or download product documentation.

Report a problem or ask a question.

Subscribe to receive email notices when new product versions are released.

Find worldwide BMC Software support center locations and contact information, including email addresses, fax numbers, and telephone numbers.

Support by telephone or email

In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 or send an email message to [email protected]

. (In the Subject line, enter

SupID:<yourSupportContractID>

, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance.

Before contacting BMC Software

Have the following information available so that Customer Support can begin working on your issue immediately:

■

Product information

■

— Product name

— Product version (release number)

— License number and password (trial or permanent)

Operating system and environment information

■

— Machine type

— Operating system type, version, and service pack

— System hardware configuration

— Serial numbers

— Related software (database, application, and communication) including type, version, and service pack or maintenance level

Sequence of events leading to the problem

Commands and options that you used

Messages received (and the time and date that you received them)

— Product error messages

— Messages from the operating system, such as file system full

— Messages from related software

License key and password information

If you have a question about your license key or password, contact Customer Support through one of the following methods:

■

E-mail [email protected]

. (In the Subject line, enter SupID:<yourSupportContractID>, such as

SupID:12345

■

In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local support center for assistance.

Submit a new issue at

http://www.bmc.com/support_home

Preface

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

New icon . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Compatibility information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Internationalization and localization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Data language and display language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Searching PDF documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Chapter 1 Understanding the Core Applications 15

Introducing BMC Remedy ITSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Features and benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

BMC Remedy ITSM architecture. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Conceptual organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Deployable application structure model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Licensing model. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Permission model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Multi-tenancy model. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Integration model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Work Info model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Console structures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Foundation design. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Notification Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Contents 5

BMC Remedy Asset Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

User interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

BMC Remedy Asset Management and the BMC Atrium CMDB . . . . . . . . . . . . . . 34

Software license management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Procurement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Contracts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Standard configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Outages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Schedules. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Application and module integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

BMC Atrium CMDB permission model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

BMC Remedy Asset Management roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Mapping of BMC Remedy Asset Management roles to

BMC Atrium CMDB roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Row-level security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

BMC Remedy Change Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Process flows. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Change Calendar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Executive dashboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Application and module integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Permission model. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

BMC Remedy Service Desk. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

BMC Remedy Incident Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

BMC Remedy Problem Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Installing and configuring BMC Remedy ITSM applications . . . . . . . . . . . . . . . . . . . . 52

Customizing the BMC Remedy ITSM applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Workflow definitions in BMC Remedy ITSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Field lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Filters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Active links . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Escalations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Table fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

Chapter 2 Understanding BMC Remedy ITSM Modules 55

Command Automation Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Phases of use with TMS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Permission model. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Contract Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Permission model. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Cost Module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Licensing model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Permission model. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Definitive Media Library . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Permission Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

License Engine. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Concepts Guide

Requester console. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

SRMS framework. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Task Management System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Permission model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Release Management module . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

BMC Remedy AR System Assignment Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

BMC Atrium CMDB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

BMC Remedy Approval Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

BMC Remedy Knowledge Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

BMC Service Level Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

BMC Service Request Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Chapter 3 User Scenarios 67

Calbro Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

BMC Remedy Incident Management user scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Incident request resolution—first call resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Incident request resolution—assignment to specialist. . . . . . . . . . . . . . . . . . . . . . . 71

Incident request resolution—emergency change request . . . . . . . . . . . . . . . . . . . . 73

BMC Remedy Problem Management user scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Problem investigation resolution—change request . . . . . . . . . . . . . . . . . . . . . . . . . 77

Problem investigation resolution—no change request . . . . . . . . . . . . . . . . . . . . . . 82

Problem investigation resolution—change request roll back . . . . . . . . . . . . . . . . . 85

Problem investigation—at impasse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89

BMC Remedy Asset Management user scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Purchasing software and assigning a license . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Purchasing a laptop for a new employee. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Investigating inaccurate CI data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

Scheduling regular maintenance on a network printer . . . . . . . . . . . . . . . . . . . . . 100

Making sure that scheduled changes to CIs do not impact business services/Scheduling mandatory unavailability for key services . . . . . . . . . . 101

BMC Remedy Change Management user scenarios. . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Adding laptop memory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Upgrading server hardware . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Releasing a new software program. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112

Glossary

117

Index

131

Contents 7

8 Concepts Guide

Preface

This guide provides a conceptual overview of the applications that make up the

BMC Remedy IT Service Management (BMC Remedy ITSM) Suite of applications.

The BMC Remedy ITSM Suite includes:

The BMC Remedy Asset Management application.

The BMC Remedy Change Management application.

The BMC Remedy Service Desk solution (which includes the

BMC Remedy Incident Management application and the BMC

Remedy Problem Management application).

The applications run on the BMC Remedy Action Request System (AR System) platform and share a common database. All five applications consume data from the BMC Atrium Configuration Management Database (CMDB) application.

Audience

This guide is intended for anyone who wants to obtain a high-level understanding of the BMC Remedy ITSM applications, including IT leaders and BMC Remedy

ITSM application administrators.

New icon

This guide contains the New icon, which identifies information that is new or substantially changed with version 7.5.00.

Compatibility information

BMC recommends that you check the websites of the suppliers of the platforms in use at your site to verify that they are still supported. BMC does not support platforms that are no longer supported by the vendor. Carefully read the system requirements for your particular operating system, especially the necessary patch requirements.

Preface 9

BMC Remedy IT Service Management 7.5.00

Before installing BMC Remedy ITSM applications, review the compatibility matrix on the Customer Support website to make sure that your system is compatible with the applications that you are installing.

To access the compatibility matrix

Access the Customer Support website at http://www.bmc.com/support_home

Click the Support Login link, and then log in.

Click the Product Availability & Compatibility link.

On the Product Availability and Compatibility page, click the BMC Remedy

Product Compatibility link.

Review the product compatibility matrixes for the products that you are installing.

Internationalization and localization

BMC Remedy ITSM is built on AR System, which is a fully internationalized environment. This environment includes internal support for different character sets and a full suite of features that enable administrators to produce localized applications. In addition, there is support for a locale model where users can specify their language and formatting preferences to have the application delivered in the style that is the most useful to them. This includes being able to deliver to different users, simultaneously, the same application in multiple languages with different formatting.

NOTE

Information in this guide about localization applies only if your version of the application has been localized.

Data language and display language

If all your users work and communicate using a single language, then the data language and display language that they use are the same. However, if you have users in different locations using the same server (for example, users in England,

France, and Germany), then you must pick a common data language in which the users will enter and search for data. Typically, this data language is the most common across all your user locales.

You can choose only one data language for each application installation, and this is selected during application installation. This requirement guarantees that users in France can find requests created in Germany or England because they are working with data in their common language.

10 Concepts Guide

Documentation

This section lists the documentation available for BMC Remedy ITSM. It also lists relevant documents for related solutions and products and describes how to search PDF documents for strings of text.

Unless otherwise noted, online documentation is available with the product and on the Customer Support website at

http://www.bmc.com/support_home

Table 1-1: BMC Remedy ITSM documentation

Title Document provides Audience

BMC Remedy Asset Management 7.5.00

BMC Remedy Asset

Management User’s Guide

Procedures for using the BMC Remedy Asset Management application; includes new features and overview.

Everyone

BMC Remedy Change Management 7.5.00

BMC Remedy Change

Management User’s Guide

BMC Remedy Task

Management System

Administrator’s Guide

Procedures for using the BMC Remedy Change Management application; includes new features and overview.

Procedures to configure the Task Management system module.

This guide also includes steps to configure seamless authentication between BMC Remedy Change Management and the other components of the BMC Change and

Configuration Management solution.

Everyone

Administrators

BMC Remedy Service Desk 7.5.00

BMC Remedy Service Desk:

Incident Management User’s

Guide

Procedures for using the BMC Remedy Service Desk: Incident

Management application; includes new features and overview.

BMC Remedy Service Desk:

Problem Management User’s

Guide

Procedures for using the BMC Remedy Service Desk: Problem

Management application; includes new features and overview.

Everyone

BMC Remedy ITSM 7.5.00 (shared documents)

BMC Remedy ITSM

Configuration Quick Start

A reference card to quickly install and configure applications in the BMC Remedy ITSM Suite.

BMC Remedy IT Service

Management Configuration

Guide

BMC Remedy IT Service

Management Data

Management Administrator’s

Guide

Procedures for configuring the BMC Remedy IT Service

Management applications.

Procedures for using the Data Management tool that is part of

BMC Remedy ITSM Suite.

BMC Remedy IT Service

Management Guide to Multi-

Tenancy

Scenarios for implementing multi-tenancy. It also describes how multi-tenancy is implemented in the BMC Atrium CMDB product and how that implementation relates to multitenancy as implemented in the BMC Remedy ITSM applications.

Administrators

Everyone

Preface 11

BMC Remedy IT Service Management 7.5.00

Table 1-1: BMC Remedy ITSM documentation (Continued)

Title

BMC Remedy IT Service

Management Installation

Guide

BMC Remedy IT Service

Management Release Notes

Help

Document provides

Procedures for installing the BMC Remedy IT Service

Management applications and solutions, BMC Remedy

Service Desk solution (BMC Remedy Incident Management and BMC Remedy Problem Management), BMC Remedy

Change Management, and BMC Remedy Asset Management.

Information about known issues in each release of BMC

Remedy IT Service Management. Also provides a list of new features included with the applications.

Help for using and configuring BMC Remedy ITSM, available by clicking Help in the product interface.

Available from help links after help is installed.

Audience

Administrators

Everyone

BMC Atrium Core 7.5.00

BMC Atrium CMDB

Administrator’s Guide

BMC Atrium Core Installation

Guide

BMC Atrium CMDB User’s

Guide

BMC Atrium CMDB Common

Data Model Diagram

BMC Atrium Core Concepts and Planning Guide

BMC Atrium CMDB

Normalization and

Reconciliation Guide

BMC Atrium Core Developer’s

Reference Guide

Information about configuring the BMC Atrium CMDB application to manage data about your IT environment.

Information about installing and configuring BMC Atrium

Core features, including BMC Atrium CMDB, BMC Atrium

Integration Engine, Product Catalog, and BMC Atrium Impact

Simulator.

Information about using BMC Atrium CMDB, including searching for and comparing CIs and relationships, relating

CIs, viewing history, and launching federated data.

Hierarchical diagram of all classes in the Common Data

Model (CDM), including unique attributes and applicable relationships.

Information about BMC Atrium CMDB concepts and best practices for planning your BMC Atrium CMDB implementation.

Information about normalizing data in BMC Atrium CMDB and reconciling CIs from different data providers into a single production dataset.

Information about creating API programs using C and web services API functions and data structures.

Administrators

Users

Administrators

Executives and administrators

Administrators

Administrators and developers

BMC Atrium Discovery and Dependency Mapping 7.5.00

BMC Atrium Discovery and

Dependency Mapping:

Populating BMC Atrium

CMDB

Information about configuring a connection to BMC Atrium

CMDB, synchronizing discovery data, and reconciling and maintaining the data.

Administrator

BMC Configuration Automation for Clients 7.5.00

BMC Configuration

Automation for Clients

Configuration Discovery

Integration for CMDB

Implementation Guide

Instructions about planning, installing, and configuring the

Configuration Discovery integration. This guide also includes information about relationship classes and mappings, data exchanges, and reconciliation definitions.

Administrator

12 Concepts Guide

Documentation

Table 1-1: BMC Remedy ITSM documentation (Continued)

Title Document provides Audience

BMC Remedy Action Request System 7.5.00

BMC Remedy Action Request

System Installation Guide

BMC Remedy Action Request

System Configuration Guide

BMC Remedy Action Request

System: BMC Remedy

Approval Server Guide

BMC Remedy Action Request

System BMC Remedy

Distributed Server Option

Guide

BMC Remedy Action Request

System Database Reference

Procedures for installing BMC Remedy AR System.

Procedures about configuring AR System servers and clients, localizing, importing and exporting data, and archiving data.

Topics on installation and configuration of the Approval

Server, how to use the Approval Server, and understanding the approval workflow.

Information about implementing a distributed AR System server environment with BMC Remedy Distributed Server

Option (DSO).

BMC Remedy Action Request

System Form and Application

Objects guide

BMC Remedy Action Request

System Integration Guide

BMC Remedy Action Request

System Workflow Objects

BMC Remedy Email Engine

Guide

Contains information about overseeing the interaction between the AR System and specific databases. It also contains information about changing the structure of AR System forms.

Description of components necessary to build applications in

BMC Remedy AR System, including applications, fields, forms, and views.

Contains information about creating, customizing, and maintaining integrations between AR System and external systems.

Contains information and procedures for creating, modifying, and maintaining AR System workflow objects, including active links, filters, and escalations.

Contains information about installing and maintaining the

BMC Remedy Email Engine.

Administrators

Everyone

Administrators

Developers

Administrators and developers

Administrators

BMC Remedy Knowledge Management 7.x

BMC Remedy Knowledge

Management User’s Guide

Describes how to access BMC Remedy Knowledge

Management from both the web interface and the AR System interface. It also describes how to author solutions, search for solutions, and manage solutions in the workflow.

Everyone

BMC Service Level Management 7.x

BMC Service Level

Management Installation

Guide

BMC Service Level

Management User’s Guide

BMC Service Level

Management Configuration

Guide

Procedures for installing the BMC Service Level Management application.

Procedures for using the BMC Service Level Management application; includes new features and overview.

Procedures for configuring the BMC Service Level

Management application.

Administrators

Everyone

Administrators

BMC Service Request Management 2.2.00

BMC Service Request

Management User’s Guide

Procedures for using the BMC Service Request Management application.

Everyone

Preface 13

BMC Remedy IT Service Management 7.5.00

Table 1-1: BMC Remedy ITSM documentation (Continued)

Title Document provides Audience

BMC Configuration Automation

BMC Configuration

Automation for Clients CMS and Tuner Guide

Information about administering the Common Management

Services (CMS) and tuner components of BMC CM infrastructure.

Administrators

BMC Service Request Management

BMC Service Request

Management Configuration

Guide

Describes how to configure the BMC Service Request

Management (SRM) 2.2.00 application. This application runs on the BMC Remedy Action Request System (AR System) platform and consumes data from the BMC Atrium

Configuration Management Database (CMDB).

Administrators

Searching PDF documents

If you have Adobe Acrobat version 6.0 or later, you can search for text within all of the PDFs that are in the same folder. You do not need to open the files before running your search.

To upgrade your version of Adobe Acrobat, go to www.adobe.com

To search PDF documents in a specific location

Copy the BMC Remedy ITSM PDF files to a folder.

Open Adobe Acrobat.

Choose Edit > Search.

In the Search PDF pane, type the word or phrase to search for.

Select the All PDF Documents in option and browse to the folder containing the

PDF files for BMC Remedy ITSM.

Click Search.

In the Results window, click a document to open it to the first occurrence of the search term in the document.

To navigate to other occurrences of the search term within the document, click a link under the document name. To navigate to occurrences in other documents, click the plus (+) symbol to the left of a document name.

14 Concepts Guide

Chapter

Understanding the Core

Applications

This section provides an overview of the core applications included in the BMC

Remedy IT Service Management Suite.

The following topics are provided

Introducing BMC Remedy ITSM (page 16)

BMC Remedy Asset Management (page 33)

BMC Remedy Change Management (page 39)

BMC Remedy Service Desk (page 46)

Installing and configuring BMC Remedy ITSM applications (page 52)

Customizing the BMC Remedy ITSM applications (page 52)

Chapter 1 Understanding the Core Applications 15

BMC Remedy IT Service Management 7.5.00

Introducing BMC Remedy ITSM

The BMC Remedy IT Service Management product portfolio streamlines the processes around IT service desk, asset management, and change management operations. It also enables you to link your business services to your IT infrastructure to help you manage the impact of technology changes on business and business changes on technology-in real time and into the future. In addition, you can understand and optimize the user experience, balance current and future infrastructure investments, and view potential impact on the business using a realtime service model. All this helps you manage what matters to deliver Business

Service Management (BSM).

Each BMC Remedy ITSM application contains the consoles, forms, active links, escalations, flashboards, and so on, needed to execute their basic functions. The applications also use several integrated modules and supporting applications that extend and enhance these basic functions.

For an overview of the individual modules and the supporting applications, see

“Understanding BMC Remedy ITSM Modules” on page 55.

The applications, modules, and foundation data in BMC Remedy ITSM include:

Applications

BMC Remedy Asset Management

BMC Remedy Change Management

BMC Remedy Service Desk

BMC Remedy Incident Management

BMC Remedy Problem Management

Modules

Command Automation Interface (CAI)

Contract Management

Cost Module

License Engine

Requester console

Task Management System (TMS)

Foundation data

Company

People

Location

Categorizations

16 Concepts Guide

Introducing BMC Remedy ITSM

NOTE

For more information about modules and foundation data, see “Understanding

BMC Remedy ITSM Modules” on page 55.

Features and benefits

With the BMC Remedy IT Service Management applications, you can:

Align business and IT

Translate business objectives into IT services by facilitating a dialog to define what the business needs, and get agreement on the specific services and service levels that IT will deliver to address those needs.

Manage assets to optimize business value by making sure your assets are supporting business-critical IT services, according to agreed-upon service levels.

Increase the responsiveness of IT organizations to the business by providing dynamic service views and service models showing how a single event can affect crucial business services.

Based on business needs and priorities, integrate with Service Level

Management (BMC SLM) to proactively manage service levels for mission critical services delivered by IT operations through real-time management of service level agreements.

Integrate real-time IT and business impact information, including route cause data, into incident tickets for improved user value.

Provide visibility into your infrastructure

Rapidly discover what physical and logical elements (servers, routers, switches, databases, gateways, web servers, application servers) and dependencies that comprise an application infrastructure.

Quickly discover which underlying IT resources are causing business service slow downs or outages.

Manage IT and service information at an enterprise scale with secure distributed roles and responsibilities.

Enable the identification of chronic bottlenecks and service-impacting problems and workflow processes.

Provide real-time event consolidation, processing, and integration with existing tools and help desks, and notification for consolidated control across the entire

IT computing enterprise.

Chapter 1 Understanding the Core Applications 17

BMC Remedy IT Service Management 7.5.00

Enhance customer satisfaction

Facilitate the creation and maintenance of a service model not only by discovering the components and relationships of enterprise application infrastructures, but also by watching for changes and proposing updates to the service models accordingly.

Enable staff with interactive notification, escalation, and resolution capabilities using remote devices to make sure IT and business issues are addressed quickly and efficiently.

Show how the IT assets and staff resources perform against contracted service levels.

Define, measure, and manage the quality of service experienced by a group of users.

BMC Remedy ITSM architecture

The database forms the underlying element of the BMC Remedy ITSM architecture. On top of the database is the BMC AR System server (AR System server). AR System server processes all data entered by BMC Remedy ITSM applications. In addition, the AR System server is the workflow engine between the BMC Remedy ITSM applications and the database. It also verifies that a user has permission to perform each action, thereby enforcing any access control defined in the applications.

In this capacity, the AR System server is the interface between the database and the

BMC Atrium Core, which includes the Product Catalog and the BMC Atrium

CMDB. The BMC Atrium CMDB stores information about the configuration items

(CIs) in your IT environment and the relationships between them. The BMC

Atrium CMDB makes this information available to the BMC Remedy ITSM applications and their various shared application components, such as the TMS.

The BMC AR System server also manages the BMC Remedy Approval Server and the BMC Remedy Assignment Engine:

BMC Remedy Approval Server is a self-contained, shared module that enables you to automate any approval or signature process. For more information about

BMC Remedy Approval Server, see the BMC Remedy Approval Server Guide.

The BMC Remedy Assignment Engine enables you to automatically assign requests to individuals. For more information about BMC Remedy Assignment

Engine, see the BMC Remedy Action Request System Configuration Guide.

The relationships among the database, AR System server, BMC Atrium Core, shared application components, and the BMC Remedy ITSM applications are

illustrated in Figure 1-1.

The relationships among the database, AR System server, Approval Server,

Assignment Engine, and the BMC Remedy ITSM applications are illustrated in

Figure 1-2.

18 Concepts Guide

Introducing BMC Remedy ITSM

Figure 1-1: BMC Remedy ITSM architecture

Asset

Management

Change

Management

Incident

Management

Problem

Management

Task

Management

System

Asset

Management

BMC Atrium Core

AR System

Server

Database

Figure 1-2: BMC Remedy ITSM relationships

BMC Remedy ITSM applications

Shared application components

Change

Management

Incident

Management

Product

Management

Service Level

Management

Task

Management

System

Approval

Server

Assignment

Engine

License

Engine

BMC Remedy

AR System Server

Database

BMC Remedy ITSM applications

AR System and shared application components

Chapter 1 Understanding the Core Applications 19

BMC Remedy IT Service Management 7.5.00

The BMC Remedy ITSM Suite is designed with this overall architecture in mind.

Each application in the suite must work as a stand-alone application and also must integrate seamlessly and provide additional value when other products in the suite are installed.

In a typical data flow, users initiate the process using the included Requester console or the BMC Service Request Management application. The Requester console enables users to register a request for service without needing to know if the fulfillment mechanism for that request is an incident or a change request.

Depending on what a user asks for, the Requester console routes the request to the incident management process or the change management process.

If the customer registers an incident request, it might trigger a later problem investigation. If that problem investigation is resolved with a known error, the known error triggers a change request. The known error can also be published in the Knowledge Management module, which then becomes available to help resolve future, similar incident requests.

If the customer registers a change request, this causes the BMC Atrium CMDB to be updated. Updating the BMC Atrium CMDB ensures that the BMC Remedy

Asset Management application has up-to-date information about CIs and their relationships with other CIs.

The BMC Service Level Management application monitors the service level agreements (SLAs) defined in the BMC Remedy Incident Management and the

BMC Remedy Change Management applications and notifies the appropriate managers if any of the SLAs are in danger of being breached.

This data flow is illustrated in Figure 1-3.

20 Concepts Guide

Figure 1-3: BMC Remedy ITSM data flow

Service Request

Management System

Change Management

Service Level

Management

Introducing BMC Remedy ITSM

End

Users

Incident Management

Asset Management

Product

Catalog

Product Management

(Investigation)

BMC Atrium CMDB

Product Management

(Known Error)

Primary ITSM Systems

Supporting ITSM Applications

Knowledge

Management

Conceptual organization

The overall organization of the BMC Remedy ITSM Suite has three layers:

Modules

Applications

Supporting subsystems

The top layer consists of modules that provide the interface to users, such as the

Requester console. The Requester console interacts with a back-office application, such as BMC Remedy Incident Management or BMC Remedy Change

Management.

Applications are the main BMC Remedy ITSM applications: BMC Remedy

Incident Management, BMC Remedy Change Management, BMC Remedy

Problem Management, and BMC Remedy Asset Management. These applications contain logic and user interfaces specific to those application areas.

Chapter 1 Understanding the Core Applications 21

BMC Remedy IT Service Management 7.5.00

The final layer consists of supporting subsystems. This common set of subsystems supports the applications. Supporting subsystems contain generic logic that is specific to an application’s function without embedding functionality from other applications that use its services.

Examples of subsystems include TMS, Cost Module, and Contract Management.

Figure 1-4 illustrates the relationships among the BMC Remedy ITSM applications

and modules.

Figure 1-4: BMC Remedy ITSM applications and modules

Primary user system

(Service

Request

Management

System)

Request Console

BMC Atrium Core

SLM

Product Catalog

Cost Module

ITSM Foundation

Applications and modules

Change Management

BMC Atrium Core

SLM

Release Management

Activity Subsystem

Product Catalog

Cost Module

Task Management

ITSM Foundation

Asset Management

BMC Atrium Core

SLM

Product Catalog

Cost Module

License Engine

ITSM Foundation

Incident

Management

BMC Atrium Core

SLM

Product Catalog

Cost Module

Task Management

ITSM Foundation

Problem

Management

BMC Atrium Core

SLM

Cost Module

ITSM Foundation

Modules and supporting subsystems

ITSM Foundation

Location

Organization

People

Support Groups

Categorizations

Notification Engine

Task Management

CAI

ITSM Foundation

Product Catalog

BMC Atrium Core

Cost Module

ITSM Foundation

CAI

License Engine

Release Management

BMC Atrium Core

Activity Subsystem

Product Catalog

Cost Module

Task Management

ITSM Foundation

SLM

22 Concepts Guide

Introducing BMC Remedy ITSM

Deployable application structure model

The BMC Remedy AR System platform provides the structural component used in the BMC Remedy ITSM applications to define the deployable application architectural structure.

Deployable applications provide functions that support a component architectural model. These functions are covered in following sections:

Licensing enforcement

Encapsulation of permissions

Definition of entry points

Ability to import and export as a whole component

Deployable applications are used to wrap each of the different applications and modules that are provided in BMC Remedy ITSM applications.

Deployable applications contain the following applications and modules:

Applications

BMC Remedy Incident Management (licensed)

BMC Remedy Problem Management (licensed)

BMC Remedy Change Management (licensed)

BMC Remedy Asset Management (licensed)

Modules

Cost Module (licensed)

TMS

BMC Remedy Change Management Dashboards (licensed)

Application Administration Console

Reporting Console

Requester console

Helper

Foundation elements

Foundation components, such as message boxes and so on

Site

Company

BMC Atrium Product Catalog

Chapter 1 Understanding the Core Applications 23

BMC Remedy IT Service Management 7.5.00

Licensing model

The licensing model includes application-level licenses and user-level licenses. All licenses in the BMC Remedy ITSM Suite of applications are enabled by the deployable application model.

Application-level licenses

Application licenses provide access to the forms that make up an application. If an application-level license is not applied to BMC Remedy AR System, the forms are not accessible using user clients. This makes user licensing a requirement for importing data into the BMC Remedy ITSM applications.

Application-level licenses are enabled for the main applications provided in the

BMC Remedy ITSM Suite. In addition, application-level licenses are required for the BMC Remedy Change Management Dashboard and the Cost Modules.

User-level licenses

BMC Remedy ITSM supports Fixed and Floating licensing models for users of the licensed applications. The BMC Remedy ITSM Suite supports a model that requires a license (in addition to any required permissions) to modify records in an application. There are no license requirements for submitting data into the system; however, there are permission requirements.

Fixed licensing is a named license that is assigned to a particular user.

Floating licensing is a pool of licenses that is assigned to a set of users. Users take up tokens when they log in to an application, and hold on to those tokens while they are working with the forms in that application. Tokens are released when a user logs off or a system timeout is reached.

Permission model

Main concepts that support permissions include:

Abstraction using roles

Common roles

Viewer

Submitter

User

Master

Administrator

Predefined permission groups to support the roles

User access using support groups

Functional roles

24 Concepts Guide

Introducing BMC Remedy ITSM

Abstractions using roles

Roles are provided by the BMC Remedy AR System deployable application model.

Roles are defined within the context of a deployable application. Forms and clientside workflow in a deployable application have roles defined for permissions, instead of physical permission groups that users are assigned to.

Permissions are enabled for a user by mapping the physical permission groups that are provided with the BMC Remedy ITSM applications to the roles that the permission groups need to belong to. By doing this the underlying applications and modules can change and control their permission models without affecting how other applications integrate with them. This also enables applications outside of the BMC Remedy ITSM Suite to integrate with BMC Remedy ITSM applications and modules. Customers can also build their own sets of permissions groups to map into the applications and modules.

Common roles

To simplify and provide commonality among the applications, each application and module provides a common set of roles. The application or module can extend these roles for other specific purposes as needed.

The common roles are:

Viewer—Provides the ability to view data in an application or module, but not to modify data.

Submitter—Provides the ability to complete and submit forms, but not view data.

User—Provides the ability to modify data, based on support group access.

Master—Provides the ability to modify any record, regardless of support group.

Administrator—Provides the ability to configure the application or module.

Predefined permission groups

To support this model, the BMC Remedy ITSM applications provide predefined explicit permission groups that map to roles for each of the applications and modules.

Also, as shipped, these permission groups are also mapped to the appropriate roles that are needed from the underlying modules. For example, all roles that require costing data access are mapped to the Financial User role. This predefined configuration makes it simpler to configure permissions in the application, while still providing the underlying control.

BMC Remedy AR System computed groups are used to enable an easy mapping mechanism. Computed groups enable you to define which groups make up the definition of a group. For example, the following computed group is used to define including all users for each application in the Cost User role.

NOTE

Cost User is automatically granted and is not visible in BMC Remedy ITSM.

Chapter 1 Understanding the Core Applications 25

BMC Remedy IT Service Management 7.5.00

User access using support groups

Support groups play a primary role in the BMC Remedy ITSM permission model.

If a user is a member of a user role, the definition of what records that user can modify is based on whether a record has been assigned to one of the user’s support groups. For example, if a user is in the Incident User role and is a member of the

Hardware support group, the user can modify only incident requests that are assigned to the Hardware support group. The user can view other incident requests but cannot modify those incident requests.

Functional roles

Functional roles are not permission groups, but they are enforced by workflow.

For example, the Manager or Approver role within a support group provides additional privileges within the BMC Remedy ITSM application functions. Based on your support group, you can have different functional roles. For example, in the

Hardware support group, someone can be defined as a manager, but in the

Software support group that person might be just a member.

Multi-tenancy model

Multi-tenancy defines who has access to what data on a row-level basis. For example, in a service provider environment a single application might be used by multiple companies, with the data for each company hidden from other companies using that application.

In BMC Remedy ITSM, multi-tenancy is defined using companies. Companies are defined as operating companies and vendor companies, and users are associated with these companies to define their access rights. A user is associated with a company through the People form.

A user can manage multiple companies by adding more companies to the Access

Restrictions list. If a user needs to manage all companies, access can be set to

Unrestricted.

Implementation of multi-tenancy

The services provided by the BMC Remedy AR System platform are primary to the implementation of multi-tenancy. BMC Remedy AR System enables you to control access to data based on permission groups, and to determine if those permission groups have access to individual rows of data.

BMC Remedy ITSM writes company IDs to a special field (field ID 112). Each data record contains this field, which is normally hidden. For example, when you select the contact and classification companies on the Incident form, workflow updates field 112 values with the company IDs of the customer company and contact company. For child records, such as the tasks or costs associated with an incident, the tenancy information is passed down from the parent.

26 Concepts Guide

Introducing BMC Remedy ITSM

While field 112 is populated based on the customer and contact companies of a record, field 60900 is populated based on the company of the staff assigned to a ticket. This special field is populated on application forms based on the company that is assigned to that record. For example, on the Incident form, when you assign the incident to a company, workflow updates field 60900 values with the group ID of the assigned company. For child records, such as the tasks or costs associated with an incident, field 60900 is passed down from the parent.

After field 112 and field 60900 are populated, any query to BMC Remedy AR

System shows only rows of data that a user has permission to see, based on their own permissions and the permissions in field 112 and field 60900.

For more information about multi-tenancy see the BMC Remedy IT Service

Management Guide to Multi-Tenancy.

Integration model

One of the main design requirements for the BMC Remedy ITSM Suite is that all applications and modules must provide defined interfaces for integration purposes. These interfaces abstract the applications that integrate with the applications and modules.

The common model for interface forms is to use display-only forms to manage the creation of records and relationships, and to use join forms to manage queries and modify actions.

BMC strongly recommends that all integrations with BMC Remedy Incident

Management, BMC Remedy Problem Management, BMC Remedy Change

Management, TMS, and Cost Module go through the provided interface forms.

This abstracts any future integration from underlying changes to those applications and modules.

In addition to the interface forms, web services are provided for most of the applications. The web services interfaces are a layer on top of the interface forms, and provide basic define, modify, and query capability to the applications and modules.

For more information about using interface forms and web services, see BMC

Remedy IT Service Management Integrations white paper.

Work Info model

Work logs are components that track work history. They replace the work diary fields used in versions of the BMC Remedy ITSM applications earlier than version

7.0.

Each Work Info entry is stored as a separate record in a BMC Remedy AR System form. This approach enables easy reporting and searching of the Work Info entries associated with any particular record.

Chapter 1 Understanding the Core Applications 27

BMC Remedy IT Service Management 7.5.00

Each Work Info entry can contain up to three different attachments. The attachments can be associated with the work notes, which results in the attachments being tied to the record. This provides context to the attachments and makes it easy to find them. It also enables unlimited attachments to be associated with any particular record.

The work log system also enables record locking, making records public or hidden, and categorizing the records.

Each application uses a separate work log form, but these separate forms use the same structure and workflow. This off loads the processing of Work Info records to forms that are specific to each application.

Console structures

Consoles are the main user interface to the BMC Remedy ITSM applications. Two types of consoles are provided: application consoles that provide applicationspecific functionality, and common consoles that are used across applications.

The common consoles include an overview console that combines assigned work from all applications into one view, and a Requester console that is focused on the users.

Application consoles

The BMC Remedy ITSM Change Management console has two views: one focused on the support technician, and one on the manager. In addition, the BMC Remedy

Change Management console also provides the ability to change the support console to focus the work on tasks or change requests.

The BMC Remedy Service Desk applications use an integrated console that is intended for use by service desk analysts and managers.

The BMC Remedy Asset Management application uses four consoles:

Asset Management

Purchasing

Software Asset Management (SAM)

Receiving

For more information about the consoles, refer to the application specific user guides.

Overview console

The Overview console provides a view of work assigned across multiple applications. For example, if users want to see all incidents, problems, and tasks assigned to them, they can view them in the overview console.

28 Concepts Guide

Introducing BMC Remedy ITSM

This implementation uses a BMC Remedy AR System ARDBC plug-in to provide a consolidated view of all assigned work from data sources in multiple applications without using replication of data or complex SQL views that bypass

APIs.

The plug-in architecture is data-driven. Configuration forms define how the plugin is set, including which forms to query, which fields to map to the table field, and an ARDBC form that performs the query.

Requester console

Requester console users are typically employees who need assistance from the IT support staff to implement a change or resolve an incident. .

However, the user might not be an employee. Non-employees can also be users because non-registered users can also submit service requests.

Traditionally, after a user made a telephone call to a central help desk, a support staff member logged the request. BMC Remedy Incident Management and BMC

Remedy Change Management provide user self-provisioning. Using the Requester console, users can submit, track, and (in some cases) resolve their own requests.

BMC Remedy Change Management and BMC Remedy BMC Remedy ITSM are preconfigured to work with the Requester console. However, an organization can can decide to make the Requester console unavailable.

The Requester console is the primary interface for users to define and view their requests. From the Requester console, you can define a request that is submitted to

BMC Remedy Change Management or BMC Remedy BMC Remedy ITSM. You can also view requests and respond to a survey after the request has been resolved.

Foundation design

The Foundation contains the common forms, workflow, and data that are needed to support the applications. It also provides a repository for the following data structures used by each BMC Remedy ITSM application:

Company (tenancy definition and external company definition)

Organization

Location

People

Support groups

Categorization

Chapter 1 Understanding the Core Applications 29

BMC Remedy IT Service Management 7.5.00

Company

Company is a primary data structure in the foundation. This structure has two main purposes: tenancy definition and external company definition.

Tenancy refers to how data and rules are partitioned within the BMC Remedy

ITSM applications. For example, a company might have two different business units that use the BMC Remedy Incident Management application. Each business unit has its own definitions of data, categorizations, assignment rules and approval rules, to make sure that this data is not intermixed.

Tenancy enables you to define the partitions between the two business units and enforce the data level permissions for who can access what data. In this example, a company would be defined for each business unit to define partitioning of rules and data.

A primary function of the company data structure in the foundation is to define tenants to be used by the BMC Remedy ITSM applications. This function of company is used to define both how the application will partition the data, and the rules for the application, based on different distinct users of the application.

Business units are one example of partitioning. If you need to partition the data and the rules of the applications, based on individual business units, then you need to define different companies for each business unit.

You can also use the company definition to define other types of companies that are used in the application, such as manufacturers, suppliers, and so on, as defined and used in BMC Remedy Asset Management.

Location

The location structure within the BMC Remedy ITSM applications has a fourtiered data model, where the second and third tiers can be optional (the fourth tier, however, is required). In effect, the data model can be two, three, or four tiers. The

Company field makes up the first tier, Region is the second tier, Site Group is the third tier, and Site is the forth tier (where Sites are physical locations with mailing addresses, such as buildings). It is important to note that when creating the location structures, the regions and site groups will be used to group sites within a company. Therefore, it is important to have a list of the sites within a company, and then determine if regions and site groups will be required to arrange the sites in an organized manner that can be used for reporting purposes.

Sites identify unique physical locations and are associated with one or more companies.

The Company field and Site field are required on all request forms.

Workflow can be defined to any level of the Location structure.

Organization

Organization describes the role the company component plays in the foundation.

30 Concepts Guide

Introducing BMC Remedy ITSM

People

The People structure within the BMC Remedy ITSM applications includes several forms that are primarily accessed through the People form. The main form (or parent form), People, is used to store an individual’s contact information, their organization, and location structures information.

Support groups

Support groups are used to define groupings of back-office staff, based on their skills. Support groups are also used as the initial assignment for a incident, problem, change request, or release request.

The Support structure can differ from the organization structure.

A support staff member can belong to many support groups.

Vendor support groups can be defined to support external assignment of requests.

The Support Group role must be specified for information only; there is no associated workflow.

Categorization

Categorization structures in BMC Remedy ITSM are divided into two distinct components: operational categorization and product categorization.

The operational categorization structure is a three-tier structure that helps you to define the work is being done for a particular incident, problem, known error, change request, release request, or task.

This structure is also used to qualify reporting in the system, qualify how groups and support staff get assigned, and routing of approvals.

Product categorization is a three-tier structure that helps you to define a description of the object or service on which you are performing the work, for example: Hardware, Peripheral Device, Monitor.

Notification Engine

The Notification Engine provides a back-end workflow model for defining which notifications should be sent, based on different events in a BMC Remedy ITSM application.

Support staff use the People form to define which notifications they want to receive. Included predefined notifications can be turned on or off.

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Assignment

The assignment architecture for the BMC Remedy ITSM Suite is based on a twophase concept. The first phase is assignment of the support group; the second phase is assigning the support technician using load balancing technology built into the Assignment Engine.

Phase 1: Support groups

The support group assignment phase is done using BMC Remedy AR System workflow on back-end forms, using four different inputs:

Organization

Location

Operational categorization

Product categorization

The Assignment form also defines the events in which assignment needs to occur.

These events are based on the calling applications assignment needs. For example, the BMC Remedy Change Management application requires assignment for the change assignee and the change manager.

Assignment rules are partitioned based on tenancy that has been defined. Each operating company can have its own set of assignment rules.

Phase 2: Individual Assignment

Individual assignment is done using the Assignment Engine. Assignment rules are provided to support Number of Tickets Assigned, Round Robin, and Capacity process rules.

Number of Tickets Assigned—Assigns the request based on the person who has the lowest number of requests assigned.

Round Robin—Assigns the request to the next person in line.

Capacity—Uses a formula of the number of requests assigned and a capacity factor to determine total capacity, and assigns the request to the user with the lowest capacity rating.

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Asset Management

BMC Atrium Core

SLM

Product Catalog

Cost Module

License Engine

ITSM Foundation

The BMC Remedy Asset Management application enables IT professionals to track and manage enterprise configuration items (CIs)-and their changing relationshipsthroughout the entire asset lifecycle. BMC Remedy Asset Management tracks contracts, financial costs, software licenses, outage indicators, and more for the CI information stored within the BMC Atrium CMDB application.

As part of the BMC Remedy ITSM Suite, BMC Remedy Asset Management is integrated with BMC Remedy Service Desk (which contains the BMC Remedy

Incident Management and BMC Remedy Problem Management applications),

BMC Remedy Change Management, and BMC SLM, and offers flexibility to support customized business processes.

BMC Remedy Asset Management provides the following capabilities to help reduce the total cost of ownership of your CIs and increase return on investment:

Software license management —reduces software license overspending and non-compliance through greater accuracy in discovering, tracking, and reallocating software licenses. By automatically linking discovered software configuration items to software license certificates, BMC Remedy Asset

Management can report on license compliance and help facilitate license reallocation.

Contract management—tracks the status, type, terms, conditions, payments, and other information about lease, software, warranty, and maintenance contracts.

Blackout schedules— schedules listing available or unavailable times for CIs.

Inventory management—specifies, tracks, and manages individual CIs and bulk items.

Configuration management—defines standard configurations, or setups, for different people or groups within a company, and maintain the status of the CIs within the configurations.

Life Cycle IT CI management—uses best practices workflow to handle all phases of the IT CI management life cycle from requisition, purchase and receipt, to installation and deployment.

Cost Module—consolidates CI costs from procurement to disposition, and allocate and track costs to cost centers.

Requisition management—creates purchase requisitions, manages the approvals of the requisitions, initiates the creation of purchase orders, and manages the receipt of items from suppliers and the creation of the associated

CIs.

For more information, see the BMC Remedy Asset Management User’s Guide.

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User interface

The user interface for BMC Remedy Asset Management provides the interfaces for the consoles and forms. BMC Atrium CMDB includes a generic interface for CI data stored in BMC Atrium CMDB. The BMC Remedy Asset Management interface for CI data extends and modifies the generic user interface to be more applicable to the BMC Remedy ITSM Suite. For example, the Outages tab is displayed on applicable CI forms to display the additional fields provided by BMC

Remedy Asset Management, and the navigation pane provides links to BMC

Remedy ITSM Suite functionality.

The BMC Atrium CMDB interface is provided with all the BMC Remedy ITSM applications. In the absence of the BMC Remedy Asset Management application, this user interface provides a view into the BMC Atrium CMDB so that CIs can be tracked and related to other BMC Remedy ITSM applications. When BMC Remedy

Asset Management is installed, the interface is extended to also contain links to specific BMC Remedy Asset Management functionality, such as contracts, depreciation, and procurement.

BMC Remedy Asset Management and the BMC Atrium CMDB

BMC Remedy Asset Management is tightly integrated with the BMC Atrium

CMDB as the underlying data model. The BMC Atrium CMDB stores details about the configuration items (and their relationships) that are managed by BMC

Remedy Asset Management.

The BMC Atrium CMDB supports the concept of reconciling CIs in a sandbox with the production CIs. This affects the overall structure of how data flows and is related to other data in the BMC Remedy ITSM Suite.

Software license management

The software license feature of BMC Remedy Asset Management is designed to automatically link software CIs with the applicable software license certificates.

The License Engine links the software CIs based on the connection details specified for the software license certificate. Connection actions defined on the license type determine the query to connect the software CIs to the software license certificate.

The License Engine updates compliance data for the software license certificate, based on the compliance detail specified for the software license certificate.

Compliance actions specify the rules that calculate compliance. Compliance can be calculated based on the software CIs connected to the software license certificate, the computer system on which the software is installed, CIs related to the computer system (such as CPUs), or any data stored in a BMC Remedy AR System form.

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Procurement

BMC Remedy Asset Management contains a procurement process that controls the full process from requisition to order, to receiving and returns.

The procurement process starts with a requisition. Requisitions are requests from users for the items to purchase. Attached to a requisition is a set of line items. These line items define each of the individual items to purchase. The requisition provides the processes for pricing line items correctly and getting the appropriate approvals before orders are sent to vendors.

After the requisition is approved and the line items are priced, the appropriate orders are automatically generated. The orders are generated based on the vendors for each of the line items. One order is generated for each vendor, with the appropriate line items attached.

From a data model perspective, the line items are shared between the requisition and the orders generated from that requisition.

When orders are received, the line items are updated with the received value. After all line items are received the order is considered closed. After the orders generated from a requisition are received, the requisition is considered closed.

Contracts

BMC Remedy Asset Management extends the Contract module to provide detailed contract functionality for Lease, Warranty, Support, Maintenance, and

Software License Management.

Standard configurations

Standard configurations define what type of software or hardware a particular group is entitled to. The configurations are stored in the Configuration form. This form has a header component that describes the configuration and a line item component that describes each of the components (hardware or software) that make up this standard configuration.

Standard configurations functionality is integrated with the BMC Remedy Change

Management application to facilitate the procurement process. The standard configuration can be compared with what is available in inventory to determine which items are available and which items need to be procured.

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Outages

The BMC Remedy Asset Management application provides a data model of storing planned or unplanned outages against a CI. Scheduled outages automatically generate time segments in the BMC Remedy AR System Business

Time module. This information is then made available to the change management process and other processes to record when scheduled outages have been made against a particular CI.

The outage model is also where Service Level Targets are integrated into BMC

Remedy Asset Management. Information about service targets that have been defined for a particular CI and the status of those service targets appears on the

SLM tab.

Schedules

The BMC Remedy Asset Management application provides a model for defining two different types of schedules: Maintenance Schedules and Audit Schedules.

The definition of these schedules defines time periods in which maintenance or audits need to be done for a particular CI or set of CIs. The schedules also integrate with the BMC Remedy Change Management application to manage the tasks and scheduling of the required maintenance and audits.

Application and module integration

The following modules and applications are used by BMC Remedy Asset

Management:

Cost Module

BMC SLM

BMC Atrium CMDB

Cost Module

BMC Remedy Asset Management uses the Cost Module to track costs associated with CIs.

This integration uses the common cost creation dialog box that is provided by the

Cost Module. The fields on CI user interface forms integrate with BMC Remedy

Asset Management forms to show cost data related with a CI.

BMC SLM

BMC Remedy Asset Management integrates with the BMC SLM application to provide service level definitions for system availability related service targets associated with a CI.

When BMC SLM is installed, a tab is enabled on the CI Unavailability form, showing service targets and milestones that are associated with a CI.

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BMC Atrium CMDB

BMC Remedy Asset Management provides views of CIs that focus on the attributes applicable to managing your assets. BMC Remedy Asset Management extends the BMC Atrium CMDB common data model with CI types for Bulk

Inventory and for Location. The following fields and tabs on all CI forms are BMC

Remedy Asset Management extensions:

Company field

Financials tab

Outage tab

Impacted Areas tab

NOTE

The Financials tab, Outage tab, and Impacted Areas tab are available only if BMC

Remedy Asset Management is installed. If BMC Remedy Change Management or

BMC Remedy Service Desk is installed without BMC Remedy Asset Management, the asset inventory module provides access to CIs and to the other asset extensions.

Typically, discovery products automatically populate BMC Atrium CMDB. You can manually update CI data from BMC Remedy Asset Management.

Interfaces

BMC Remedy Asset Management provides a set of interfaces that can be used to integrate with the BMC Remedy Asset Management application. These interfaces include the BMC Atrium CMDB API, for creating, modifying, and deleting CIs and relationships.

Interfaces to BMC Remedy Asset Management also include interface forms and web services.

For more information, see the BMC Remedy IT Service Management Integrations white paper.

BMC Atrium CMDB permission model

BMC Remedy AR System groups data in the BMC Atrium CMDB, to make viewing easy, as described in the following list.

CMDB Data View (computed group)

CMDB Data Change (computed group)

The following list contains descriptions of the BMC Remedy AR System roles:

CMDB Data View—On every class attribute with View permissions.

CMDB Data Change—On every class attribute with Change permissions.

The following list contains additional BMC Remedy AR System permissions:

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Read Security (dynamic group)—On every class attribute with View permissions.

Write Security (dynamic group)—On every class attribute with Change permissions.

Assign Group (field 112)—On the RequestId with View permissions.

These permissions are mapped to roles that are defined for BMC Remedy Asset

Management as a deployable application.

BMC Remedy Asset Management roles

The following list describes the BMC Remedy Asset Management roles:

Asset Viewer—Read access to CI data in BMC Remedy Asset Management.

Asset User—Read access to CI data in BMC Remedy Asset Management with the ability to modify CI data that has been related to one or more support groups that are associated with the BMC Remedy Asset Management user. Provides access to the Asset Management Console, Contract Management Console, and

Software Asset Management Console.

Asset Administrator—Read/write access to CI data in BMC Remedy Asset

Management. Provides access to the Asset Management Console, Contract

Management Console, and Software Asset Management Console.

Asset Config—Grants access to modify BMC Remedy Asset Management forms to configure the following information: Access to configure contract-related forms in addition to asset configuration; BMC Remedy Asset Management application rules; BMC Remedy Asset Management application settings; CIs;

License management; and Unavailability priority

This permission does not provide access to purchasing or receiving. It also requires an application fixed or floating license for full modify access.

Contract Config—Has full access to create new contracts and modify them; and to create new contract types.

This permission is needed to create new license types, and to configure the

License Engine. If there is any other Contract / SWLM configuration, this permission also applies. For example, with this permission any contract-related forms can be configured.

Contract Viewer—Read access to contracts in BMC Remedy Asset

Management.

Contract User—Read access to contracts in BMC Remedy Asset Management with the ability to modify contracts that have been related to a support group associated with the contract user. Provides access to the Contract Management

Console and the Software Asset Management Console.

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Contract Administrator—Read/write access to contracts in BMC Remedy Asset

Management. Provides access to the Contract Management Console and the

Software Asset Management Console.

Purchasing User—Read/write access to purchasing data in BMC Remedy Asset

Management. Provides access to the Purchasing Console.

Receiving User—Read/write access to receiving functionality in BMC Remedy

Asset Management. Provides access to the Receiving Console.

Mapping of BMC Remedy Asset Management roles to BMC

Atrium CMDB roles

The following list maps BMC Remedy Asset Management roles to BMC Atrium

CMDB roles.

CMDB Data View—mapped to Asset Viewer and Asset User

CMDB Data Change—mapped to Asset Admin

Write Security—mapped to support group permissions

Row-level security

Row-level locking is set at the Company level for all BMC Remedy Asset

Management forms. All child records inherit the tenants of the parents associated with them. For individual CI records, the tenancy is set by the value in the

Company field on the CI, and by the Used by, and Supported By people and groups associated with the CI.

BMC Remedy Change Management

Change Management

BMC Atrium Core

SLM

Release Management

Activity Subsystem

Product Catalog

Cost Module

Task Management

ITSM Foundation

Using IT Infrastructure Library® (ITIL®) best practices, BMC Remedy Change

Management provides IT organizations with the ability to manage changes by enabling them to assess impact, risk, and resource requirements, create plans and automate approval functions for implementing changes, and facilitate the successful distribution of both software and hardware releases while minimizing any business impact. BMC Remedy Change Management provides scheduling and task assignment functionality, and reporting capabilities for reviewing performance and improving processes. Because BMC Remedy Change

Management is integrated with the BMC Atrium CMDB, it enables you to relate changes to other records, such as configuration items (including services) and incidents.

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Using BMC Remedy Change Management in combination with these BMC

Remedy ITSM applications enables you to assess the scope of the change, analyze the costs associated with the change (in terms of time and expense), perform impact and risk analysis, and schedule the resources needed to complete the change. Using the BMC SLM application enables you to define service targets and measure the efforts of your support staff as they implement the changes.

BMC Remedy Change Management gives you access to the TMS, which is installed and integrated as part of the application set. BMC Remedy Change Management has the following additional features that the TMS module does not have:

Dependencies between change requests, and a definable sequence with enforcement

Approval processes for change requests

Risk and impact analysis

Cost analysis and management functionality

Expanded set of predefined reports

For more information, see the BMC Remedy Change Management User’s Guide.

Process flows

ITIL is the foundation for achieving the goals of the BMC Remedy Change

Management application. This section illustrates the union between the ITIL process and BMC Remedy Change Management functionality.

The BMC Remedy Change Management process has five primary stages:

Initiate and record

Review and authorize

Plan and schedule

Implement

Complete and close

Each stage can consist of sub-processes to support putting the change on hold or getting approval to move to the next stage. These sub-processes can be configured to be applicable at each of the primary stages. The following sections give a brief description of each of the primary stages and the features that support each stage.

For information about configuring the system, see the BMC Remedy IT Service

Management Configuration Guide. For more details about features that support each stage of the change management process, see the BMC Remedy Change Management

User’s Guide.

Initiate and record

Initiate and record is the initial stage of the change management process and focuses on recording the purpose of the change request, and on obtaining the additional information needed to classify and route the request.

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The primary sources of change requests are:

BMC Remedy Problem Management, including the known error feature

BMC Remedy Incident Management

Service Request Management

The key features available in BMC Remedy Change Management designed to support this stage of the process include:

Requester console

Auto assignment or change requests at the group and individual level

Support for multi-tier classification using the product and operational catalogs

Review and authorize

After the initial request has been submitted, the next logical stage is review and authorize. The purpose of this stage is for the change manager to assess the change request, provide any additional information to add more context, and, if required, initiate the corresponding approval process. This stage acts as the initial filter to determine if the change request should continue to the next stage in the process.

The features in BMC Remedy Change Management designed to support this stage of the process include:

Manager console

Risk assessment

Support for relating CIs from the BMC Atrium CMDB

Integration with the BMC Remedy Approval Server

Request acknowledgement setting

Plan and schedule

After the change request has been approved for work to begin, the next stage is to plan resources and schedules to ensure minimal impact to the production environment. After the planning and scheduling are complete, the change request is goes through another approval process.

The features available in BMC Remedy Change Management designed to support this stage of the process include:

Change calendar

Costing (budgeted)

Scheduling

Collision detection

Integration with the BMC Remedy Approval Server

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Change templates

Integration with TMS

Task templates

Task viewer

Implement

This stage consists of executing against the plan and accomplishing the work. The features available in BMC Remedy Change Management designed to support this stage of the process include:

Support console

Task viewer

Costing (actual)

Work info

Complete and close

This is the final stage of a change request and indicates either that the change request has been completed successfully, or that is was canceled. All the data elements (time, cost, and so on) are rolled up and recorded.

Change Calendar

The Change Calendar is a high-level console for managing change and release activities, intended to be used by enterprise-level CIOs and members of change approval boards. From the calendar, these users can see a holistic picture of changes and releases occurring in the enterprise, as well as associated business activities or events. Some of this information comes from BMC Remedy Change

Management and other information comes by referencing objects in the BMC

Atrium CMDB. Aided by links to investigative and analysis tools, users will be able to better understand the risk and impact of changes and to plan and make better decisions about changes, considering the interdependencies that are made more visible through the calendar console.

The calendar’s primary view is a calendar-like schedule that shows a focused view of related change requests and release requests, when they are scheduled to begin and end, and related business activities and events.

You can select filtering criteria to limit the change requests, release requests, and business activities to view. By changing these filtering criteria, you can focus on the items of interest. High-risk changes and releases are highlighted. You can drill down from any change request, release request, or business activity to see more detailed information about the item. This view is primarily for change approval board members.

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Executive dashboard

The BMC Remedy Change Management Dashboard helps executive users to understand the trends relating to change configuration management, and to take appropriate action to balance the flow. A dashboard view presents a set of metrics or statistics that give a snapshot of the state of the change management process.

You have a choice of which statistics to view. You can select criteria that focuses the view on the desired perspective, and you can indicate how far back to view the data. Example statistics are the history of planned and unplanned changes over one or several time ranges, the number of authorized changes over the last week or month, the success rate of changes made for the last thirty days, and a summary of costs of changes over the last fifty changes made. The CIO is the primary user of this dashboard view.

Application and module integration

The following applications and modules are used by BMC Remedy Change

Management:

Requester console module

Cost Module

BMC SLM application

BMC Atrium CMDB application

Release Management module

Requester console

The Requester console provides the front-end interface for users into the BMC

Remedy Change Management application. The integration:

Generates change requests.

Updates change information using the work log.

Includes an interface back from the change to the request that is stored in the

Requester console.

Updates the status of the request to match the status of the change request, and makes Work Info entries visible.

The Requester console interacts with BMC Remedy Change Management using the BMC Remedy Change Management interface forms.

Cost Module

BMC Remedy Change Management uses the Cost Module to track costs associated with change requests and release requests. The integration uses the common cost creation dialog box that is provided by the Cost Module.

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BMC SLM

Change management integrates with the BMC SLM application to provide service level definitions for resolution and response time for change requests. When BMC

SLM is installed, an SLM status field on the Change form is enabled, showing the service targets and milestones that are associated with a change request or release request.

In addition to the user interface integration, the BMC Remedy Change

Management application also ties into the definition structure of BMC SLM. BMC

SLM has a plug-in architecture for helping users define terms and conditions, and measurements for a service target. BMC Remedy Change Management provides a user interface for this BMC SLM plug-in architecture to make it simpler for users to build qualifications using a query-by-example (QBE) model.

BMC Atrium CMDB

Change management integrates to the BMC Atrium CMDB using relationship tables. From BMC Remedy Change Management, users can search for CIs and relate CIs to a change.

Release Management

The Release Management module of the BMC Remedy Change Management application helps you build and install controlled releases into your IT environment. Release Management enables you to deploy releases of software into production and establish effective use of the service to deliver value to the customer and hand over to service operations.

The Release Management module has six primary stages:

Initiate

Plan

Build

Test

Deploy

Close Down

Each stage can consist of sub-processes to support putting the change on hold or getting approval to move to the next stage. For more details about features that support each stage of Release Management, see the BMC Remedy Change

Management User’s Guide.

Release Management is tightly integrated with the Activity subsystem, which provides the capability to assign specific units of work (“activities”) to support staff but that does require the complexity of a change request.

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Interfaces

Interfaces to BMC Remedy Change Management include interface forms and web services. For more information, see the BMC Remedy IT Service Management

Integrations white paper.

Permission model

BMC Remedy ITSM permissions have two levels: BMC Remedy AR System permission groups, such as Change User, Change Submit, and Change Master, and functional roles. The BMC Remedy AR System permission group is not as relevant for the BMC Remedy ITSM applications because the BMC Remedy ITSM applications use the General Access permission group across fields on the forms.

These groups are primarily used to provide functionality that a group can access.

For example, Change Submit has less functionality compared to Change User. All functionality based on permissions is implemented through workflow. Functional roles enable the functionality to be further refined within a permission group.

Again, this is implemented through workflow.

The following example shows the difference between a person having Change

User permission with no functional role compared with having functional roles.

If a user has Change User permission with no role, this person has access to almost everything (including the risk compute button, costing, and the calendar) on the

Change form, but has the following restrictions:

Limited ways to move from one status to the next. This user does not have access to the states between Request for Change to Scheduled and also cannot close the request.

Cannot reassign the change manager and the change assignee. Can manually reassign the change implementer.

Cannot modify the effort logs for the change manager and change assignee, but can define and delete the entries for change manager and the change assignee.

If a user has Change User permission with the Change Assignee role, this person has the following restrictions:

Cannot reassign the change manager. Can manually reassign the change assignee and implementer.

Cannot modify the effort logs for the change manager, but can define and delete the entries for the change manager.

A user with Change User permission and a Change Manager role has access to all functionality.

A Change Master is someone who has the access of a person with Change User permission and Change Manager functional role across different support groups.

A Change Manager can also define approval mappings and change templates for the support groups the Change Manager belongs to.

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A person with Change User permission (with or without a functional role) can work only on the change requests that are assigned the support groups person belongs to. A person with Change Master permission can work on any change request that the person can access, whether or not the change request belongs to the support group that the request is assigned to.

BMC Remedy Service Desk

The BMC Remedy Service Desk consists of two applications:

BMC Remedy Incident Management

BMC Remedy Problem Management

These ITIL compliant applications automate the incident and problem management processes to enable IT to respond quickly and efficiently to conditions that disrupt critical services. Service Desk acts as a single point of contact for user requests, user-submitted incidents, and infrastructure-generated incidents.

The incident management process focuses on getting users up and running.

Figure 1-5 illustrates the incident management process.

The problem management focuses on determining the root cause, and on using the change management process to correct the root cause of the problem.

Figure 1-5: Incident management process

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BMC Remedy Incident Management

Incident

Management

BMC Atrium Core

SLM

Product Catalog

Cost Module

Task Management

ITSM Foundation

The mission of the incident management process is to resolve incident requests as quickly as possible in a prioritized fashion. The BMC Remedy Incident

Management application is designed to support this goal.

When dealing with incidents, BMC Remedy Incident Management is reactive, and is typically initiated in response to a customer call or an automated event. An example of an automated event might be an alert from a monitoring system, such as BMC Service Impact Manager (SIM). The primary goal of the incident management process, according to ITIL standards, is “to restore normal service operation as quickly as possible with minimum disruption to the business, thus ensuring that the best achievable levels of availability and service are maintained.”

NOTE

An incident is any event that is not part of the standard operation of a service and that causes an interruption to or a reduction in the quality of that service. Normal service operation is the operation of services within the limits specified by the service target. BMC Service Level Management, when integrated with BMC

Remedy Incident Management monitors service targets.

BMC Remedy Incident Management also handles customer requests for service, such “I need a new laptop,” or “I need access to this network resource.”

For more information, see the BMC Service Desk: Incident Management User’s Guide.

Application and module integration

The following applications and modules are used by BMC Remedy Incident

Management:

Requester console module

TMS module

Cost Module

BMC SLM application

BMC Atrium CMDB application

Requester console

The Requester console provides the front-end interface for users into the BMC

Remedy Incident Management application. The integration:

Uses the Requester console to define incidents.

Updates incident information using the work log.

Has an interface back from the incident to the request that is stored in the

Requester console.

Updates the status of the request to match the status of the incident, and makes

Work Info entries visible.

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Task Management System

The Task Management System (TMS) module provides the ability to track specific tasks that are required to resolve an incident. The integration with TMS provides the ability to define ad hoc tasks.

Tasks are defined in TMS task forms. In BMC Remedy ITSM 7.5.00, only integration for ad hoc tasks is supported.

Cost Module

BMC Remedy Incident Management uses the Cost Module to track costs associated with incidents.

The integration uses the common cost creation dialog box that is provided by the

Cost Module. Fields on the Incident Request form integrate with Cost Module forms to show cost data related to an incident.

BMC SLM

BMC Remedy Incident Management integrates with the BMC SLM application to provide service level definitions for resolution and response time for incidents.

When BMC SLM is installed, service targets and milestones that are associated with an incident are visible on a tab on the Incident Request form. The location of the tab depends on whether you are looking at the Classic view or the Best Practice view. For more information about these views, see the BMC Remedy Incident

Management User’s Guide.

In addition to the user interface integration, the BMC Remedy Incident

Management application also uses the definition structure of BMC SLM. BMC

SLM has a plug-in architecture for helping users define terms and conditions, and measurements for a service target. BMC Remedy Incident Management provides a user interface for this BMC SLM plug-in architecture to make it simpler for users to build qualifications using a query-by-example (QBE) model.

BMC Atrium CMDB

BMC Remedy Incident Management integrates with the BMC Atrium CMDB using relationship tables. From BMC Remedy Incident Management, users can search for CIs and relate CIs to an incident.

When BMC Remedy Asset Management is installed, this integration is extended by prompting users to create outages against CIs they are relating to the incident.

The outage data is stored in the BMC Remedy Asset Management database, with relationships created back to the incident.

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Interfaces

BMC Remedy Incident Management provides a set of interfaces that can be used to integrate with the BMC Remedy Incident Management application. These interfaces include a set of BMC Remedy AR System forms that provide the ability to define, query, and modify incidents. They also include web services interfaces that are built on these forms to provide a mechanism to interface with the BMC

Remedy Incident Management application using web services.

For more information, see the BMC Remedy IT Service Management Integrations white paper.

Licensing model

BMC Remedy Incident Management licensing is enabled using the Deployable

Application mechanism in BMC Remedy AR System.

BMC Remedy Incident Management requires the following application-level and user-level licenses:

BMC Remedy Incident Management application license

Incident User fixed or floating user license for modifications on the Incident

Request form

BMC Atrium CMDB application license to access the BMC Atrium CMDB

Permission model

The permission model of the BMC Remedy Incident Management application has five basic roles:

Incident Viewer

Incident User

Incident Master

Incident Submitter

Incident Config

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BMC Remedy Problem Management

Problem

Management

BMC Atrium Core

SLM

Cost Module

ITSM Foundation

The mission of the Problem Management process is to minimize the number of incidents. The BMC Remedy Problem Management application supports this goal by managing problem investigations, known errors, and Solution Database entries. Problem management can proactively prevent the occurrence of incidents, errors, and additional problems.

An important ITIL objective is investigating and resolving problems in a continuing effort to cut costs and improve services. A problem investigation helps an IT organization get to the root cause of incidents. It initiates actions that help to improve or correct the situation, preventing the incident from recurring. For example, if computers are running low on disk space, ideally the problem can be resolved before it becomes an incident. A problem investigation helps an IT organization get to the root cause of incidents. Problem investigations are usually triggered by either an incident review or by an application such as BMC Event

Manager. BMC Event Manager can generate an event about a capacity threshold being reached. This might cause the problem coordinator to create a problem investigation to prevent a capacity shortage from causing outages

After a problem investigation identifies the cause, this information can result in either a known error or a solution database entry. A known error is a problem that has been successfully diagnosed and for which a permanent solution has been proposed. A solution database entry contains information that might be required to provide or restore a service.

For more information, see the BMC Service Desk: Problem Management User’s Guide.

Problem investigation

The problem investigation module of BMC Remedy Problem Management is focused on determining the root cause of a problem.

Problem investigation produce one of the following results:

A known error, which describes the root cause as well as the proposed structural solution to remove the root cause

A solution entry that describes how to work around the issue

Known error

After the root cause analysis of a problem investigation is completed and a structural solution has been proposed, a known error is created to request that the proposed solution is implemented. The implementation of the proposed solution is part of the Change Management process.

A known error process can have one of the following results:

A change request to implement the needed fix.

Closing the known error as an accepted issue, with updates to the knowledge database containing steps to avoid the issue.

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BMC Remedy Service Desk

Solutions database

The solutions database provides a simple repository of potential solutions to infrastructure issues. These might be workarounds or solutions to use in helping users get around an issue. The data from the solutions database becomes an input into a full knowledge management system with the use of the BMC Knowledge

Management application.

Interfaces

BMC Remedy Problem Management provides a set of interfaces that can be used to integrate with the BMC Remedy Problem Management application. These interfaces include a set of BMC Remedy AR System forms that provide the ability to define, query, and modify incidents. They also include web services interfaces that are built on these forms to provide a mechanism to interface with the BMC

Remedy Problem Management application using web services.

For more information, see the BMC Remedy IT Service Management Integrations white paper.

Licensing model

BMC Remedy Problem Management licensing is enabled using the Deployable

Application mechanism in BMC Remedy AR System.

BMC Remedy Problem Management requires the following application-level and user-level licenses:

BMC Remedy Problem Management application license

Problem User fixed or floating user license

BMC Atrium CMDB application license to access the BMC Atrium CMDB

Permission model

The permission model of the BMC Remedy Problem Management application has five basic roles:

Problem Viewer

Problem User

Problem Master

Problem Submitter

Problem Config

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Installing and configuring BMC Remedy ITSM applications

Application administrators use the Application Administration console to configure the BMC Remedy ITSM applications.

For information about installing and configuring BMC Remedy ITSM applications, see the BMC Remedy IT Service Management Installation Guide and the BMC Remedy

IT Service Management Configuration Guide.

Customizing the BMC Remedy ITSM applications

BMC Remedy ITSM applications are built on AR System. This enables experienced administrators, workflow developers, and consultants to extend and customize the behavior of the applications to meet the changing needs of your organization and to integrate them with other applications. BMC offers courses for beginners through advanced workflow developers.

For more information, visit BMC education at: http://www.bmc.com

BMC Remedy Service Desk is shipped with predefined processes and rules that support the business model described in this guide and the BMC Remedy Incident

Management User’s Guide and BMC Remedy Problem Management User’s Guide.

BMC Remedy Asset Management and BMC Remedy Change Management are shipped with predefined approval processes and rules that support the business model described in the BMC Remedy Asset Management User’s Guide, and the BMC

Remedy Change Management User’s Guide. If you want to extend the functionality of the applications, the BMC Remedy Approval Server forms enable advanced users to define custom rules and processes.

You can use the Asset Management application as shipped, or you can customize it to meet your needs. Typical customization work includes adding AR System filters and active links to enhance workflow. If you customize Asset Management, you might also need to extend the BMC Atrium CMDB.

For information about extending the functionality of the applications, access the

Customer Support website at: http://bmc.com/support_home/

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Customizing the BMC Remedy ITSM applications

Workflow definitions in BMC Remedy ITSM

Additional technical documentation for BMC Remedy ITSM is available on the

Customer Support website. For example, BMC Remedy ITSM contains numerous menus, filters, active links, and table fields that can be customized to meet your organization’s needs. The Customer Support website provides documents that will assist you in modifying the BMC Remedy ITSM applications. You can access the Customer Support website at: http://bmc.com/support_home/

Field lists

Many character fields provide lists from which users can select options instead of entering data manually. These lists enable users to make selections conveniently, and help to make sure data is consistent. BMC Remedy ITSM uses configurable menus to provide the following benefits:

Simplified presentation of options within any application form

Multi-tiered categorizations for classifying incidents, problems, changes, and assets

Convenient access to predefined reports

For information about configuring lists, see the BMC Remedy Action Request System

Form and Application Objects Guide.

Filters

A filter is a mechanism that causes a set of actions to occur when specific conditions are met. Filters can also be used to establish rules for valid data entry.

For example, if certain fields need to be filled in before a request can be submitted, a filter can activate a message indicating which fields need to be filled in.

For more information about filters, see the BMC Remedy Action Request System Form

and Application Objects Guide.

Active links

BMC Remedy ITSM uses predefined active links to retrieve and update information.

For more information about active links, see the BMC Remedy Action Request System

Form and Application Objects Guide.

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Escalations

An escalation is a mechanism for checking a set of conditions on a regular basis and performing one or more actions when those conditions are met.

For more information about escalations, see the BMC Remedy Action Request System

Form and Application Objects Guide.

Table fields

Table fields enable users to view specific fields and requests from another

(supporting) form or from the original form in a spreadsheet format. Each column title in the table field represents a field from the supporting form, and each row represents an entry from the supporting form. If new entries are made to the supporting form, the user will see them when the table is refreshed. For more information about table fields, see the BMC Remedy Action Request System Form and

Application Objects Guide.

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Chapter

Understanding BMC Remedy

ITSM Modules

This section describes modules and supporting applications used by BMC Remedy

ITSM.

The following topics are provided

Command Automation Interface (page 56)

Contract Management (page 58)

Cost Module (page 58)

Definitive Media Library (page 59)

License Engine (page 60)

Requester console (page 60)

Task Management System (page 62)

Release Management module (page 63)

BMC Remedy AR System Assignment Engine (page 63)

BMC Atrium CMDB (page 64)

BMC Remedy Approval Server (page 64)

BMC Remedy Knowledge Management (page 64)

BMC Service Level Management (page 65)

BMC Service Request Management (page 65)

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Command Automation Interface

The Common Automation Interface (CAI) module provides a common infrastructure that can be shared across applications including BMC Remedy ITSM applications and BMC Configuration Automation for Clients.

Task Management System (TMS) and Service Request Management System

(SRMS) use the CAI to communicate with BMC Remedy ITSM applications. In addition, TMS integrates with the BMC Configuration Automation for Clients application using the Common Automation Interface (CAI). TMS provides tasking capabilities to the BMC Remedy Change Management, BMC Remedy Problem

Management, and BMC Remedy Incident Management applications. The SRMS framework supports the Requester console, which is the front-end user interface for BMC Remedy Change Management and BMC Remedy Incident Management.

The CAI module provides multi-threading for Data Management.

The functionality of CAI is based on the current implementation for SRMS framework command events and the requirements of TMS and Data Management.

The CAI consists of three major blocks that result in event delivery to the target applications. For BMC Remedy ITSM 7.5, CAI is a back-end component that does not provide a front-end user interface. Additional user dialogs can be defined for each integrated component to push data into the CAI forms.

Phases of use with TMS

This section provides an overview of how the CAI module is used by TMS.

Definition phase: Application registration and command definition

Application registration defines the integration attributes to the external applications, such as application name, connection information, and interface form names.

Command definition describes the commands and the command parameters for each integrated component. For example, the Requester console has defined a set of commands for interaction with back-end applications. In TMS, a set of commands is defined for interaction with BMC Configuration Management. In addition, the CAI can include command parameter mappings to the registered applications.

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Command Automation Interface

Construction phase: Instantiation of the command definition as events

Command events are instantiated based on the command definitions. The event is constructed using the specific command name, and the command parameter values are populated by the integrated components. CAI provides the form structure and generic workflow for command instantiation. Each integrating component must implement the workflow to control its specific commands.

Execution phase: Event delivery

The mechanism that delivers the command events to the target system depends on the protocol used. The CAI event plug-in can be used for “AR” protocol, where the target is another BMC Remedy AR System application. This plug-in generates the appropriate records as specified in target information of the event. For “URL” protocol, workflow sets the URL string to the appropriate view field for the browser. CAI provides the generic event plug-in and each integrating component must implement the workflow to control the invocation of the plug-in, or use specific workflow for the delivery.

Interfaces

This section describes the interfaces for the CAI module.

CAI plug-in

The primary purpose of the CAI plug-in is to transmit events to other back-end applications. Due to the dynamic nature of the field mappings for each command, and because it is not possible to use workflow to push values to dynamic fields, the

CAI plug-in provides a mechanism to dynamically map data to fields. For example, the command to generate a back-end request consists of dynamic field values that can be mapped to any field on the back-end interface forms.

Additionally, the CAI plug-in helps address problems that arise with incompatible permission models.

Web services

The web service setup for the CAI is a “complex” web service, which means it is made up of multiple components and presented as a single interface. The two CAI components: CAI:Events and CAI:EventParameters, are defined as a single web service.

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Permission model

The CAI has the Command Event Master role, which by default is mapped to the

Command Event Master group, and can be granted to users using the People form.

Only users in this group and BMC Remedy AR System administrators can access the CAI forms and update fields on them. For implementation of event error handling, integrating applications must have the same group and role mapping.

Contract Management

The Contract Management module provides a generic contract for tracking basic contract information and lifecycle. This module is used by BMC Remedy Asset

Management and BMC SLM as a basis for their specific definitions of a contract.

Interfaces

The Contract Management module provides the underlying data and process model for basic contract management. This structure is used in the BMC Remedy

Asset Management and BMC SLM applications.

Permission model

Contract Management permission groups are defined as computed groups in the

Group form.

Each Contract permission group is mapped to an Asset permission group to support the deployable application functionality. To remove specific users from the computed group, remove the BMC Remedy Asset Management groups for each Contract permission group to make each Contract permission group stand alone.

Cost Module

The Cost module provides functions required by BMC Remedy ITSM suite applications for management of cost data. The costing model has two components: tracking of costs, and charge back calculations and reporting.

Each BMC Remedy ITSM application uses the Cost Module to track the costs related to the records in the application. For example, BMC Remedy Incident

Management uses Cost Module to track the various costs associated to incident requests.

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Definitive Media Library

BMC Remedy Asset Management also uses the charge back functionality in the

Cost Module. Chargebacks are roll ups of the costs that have been incurred over a period and involved in the various cost centers in a company. The charge back component of the Cost Module generates charge back entries, enables the financial manager to make appropriate adjustments to the costs, and generates invoices to be sent to the individual cost centers.

Licensing model

The Cost module requires an application-level license. This license is provided with all BMC Remedy ITSM applications. A user license is also required for the charge back component of the module. This license is required for making adjustments to the charge back functionality.

Permission model

The roles defined for the Cost module are:

Viewer—Can only view cost data.

User—Can add costs.

Manager—Can update and manage the charge back process.

Definitive Media Library

The ITIL definition of the Definitive Media Library (DML) is a library where the definitive authorized versions of all software Configuration Items (CIs) are stored and protected. It is a physical library or storage repository where master copies of software versions are placed. This logical storage area might consist of one or more physical software libraries or file stores.

In short, the DML is a repository of authorized and approved software available to be deployed to the production environment. It contains or provides a reference to the “golden images.” The DML is a subset of the data stored in the product catalog.

For more information about the DML, see the BMC Atrium Product Catalog and

Definitive Media Library Administrator’s Guide.

The BMC implementation of the DML was designed around these principles and is structured to:

Be the centralized store of authorized software package information.

Ensure consistency between BMC Remedy Change Management and

Configuration Management.

Normalize entries in the BMC Atrium CMDB.

Keep asset information in the BMC Atrium CMDB accurate.

The Definitive Media Library console is used to manage the contents of the DML.

Permission model

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Permission Model

The DML related permissions in the BMC Atrium Product Catalog, are as follows:

Level 1-DSL Administrator—Can define and modify Product Dictionary and

Software Library Item definitions.

Level 2-DSL User—Can view Product Dictionary and Software Library item definitions.

For more information about these permissions, see the BMC Atrium Product Catalog

and Definitive Media Library Administrator’s Guide.

License Engine

The License Engine is installed with BMC Remedy Asset Management. The

License Engine performs the processing for the software license management feature to connect software CIs with license certificates and to calculate compliance. The License Engine runs as a plugin.

The user interacts with the License Engine from the License Jobs console (accessed from the Software Asset Management console) by scheduling license jobs to run and reviewing the results.

An interface in BMC Remedy Asset Management communicates between BMC

Remedy Asset Management and the License Engine. The License Engine uses the

CMDB API to query BMC Atrium CMDB.

For more information about software license management, see the BMC Remedy

Asset Management User’s Guide.

Requester console

The Requester console is the customer-facing, user interface of the BMC Remedy

Change Management and BMC Remedy Incident Management applications. It is a single entry point where users of these applications can submit a change request or report an incident.

The BMC Service Request Management (SRM) application provides a richer set of features and functions than the Requestor Console. If SRM is implemented, it is used instead of the Requestor Console as the customer-facing interface.

The Requester console is supported by the Service Request Management System

(SRMS) framework, which implements the service request component for integration to the BMC Remedy Change Management and BMC Remedy Incident

Management applications. The service request entity serves as a bridge and is not designed to be managed by service desk personnel. It is a “slave” to the back-end change request or incident with its lifecycle completely driven by the back-end.

The Requester console is the front-end entry point for users to submit requests.

Figure 2-1 illustrates the underlying Requester console framework.

60 Concepts Guide

Figure 2-1: Requester console diagram

Requester console

The Requester console is a simplified interface for users to submit change requests and incident requests. This enables users to submit requests into the system from a single console, without having to access the BMC Remedy Change Management or BMC Remedy Incident Management consoles directly. The targeted audience is non-IT user requesters. For more information, see the BMC Service Request

Management Administrator’s and User’s Guide.

SRMS framework

The SRMS framework provides a bridge between the front-end user requests and the back-end operations. In BMC Remedy ITSM, integrations are implemented to

BMC Remedy Change Management and BMC Remedy Incident Management.

However, the SRMS framework provides a structure that can be connected to any other open back-end solution.

The design of the SRMS framework is based on the following goals:

Segment front-end transactions from back-end transactions.

Act as a bridge between the Requester console front-end interface and BMC

Remedy Change Management and BMC Remedy Incident Management backend applications.

Support synchronization between the front-end interface and back-end object life-cycle.

Establish a foundation to support integration to back-end applications.

Integrate to BMC Remedy Change Management and BMC Remedy Incident

Management as the back-end applications.

Provide a mechanism for establishing field mappings between the request entity and change request or incident, for request creation.

Provide CAI as a bi-directional communication mechanism for back-end integrations.

Integrate with BMC SLM for requester-focused service level agreements (SLA) tracking.

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Task Management System

You use TMS module is used to create tasks. You create tasks by using TMS directly, or you can create task templates and task group templates that can be used by the BMC Remedy Change Management, BMC Remedy Incident

Management, and BMC Remedy Problem Management applications. Besides the ability to set up predecessor-successor relationships, TMS supports branching and multiple task paths as well as data exchange between tasks. TMS also supports integration with the BMC Change Manager application through a launch mechanism.

The primary goal of the TMS module is to provide a mechanism to support repeatable processes. The result is improved productivity, reduction in novice errors, and a clear way to define business processes.

The TMS module significantly enhances the capability of the task operation. In addition to the predecessor and successor relationship, TMS supports branching and multiple paths, along with data exchange between tasks. TMS also supports integration with external applications, primarily using the Command Automation

Interface (CAI) module.

For more information, see the BMC Remedy Task Management System

Administrator’s Guide.

Permission model

TMS has four levels of accessibility:

Task Administrator (level 1)—Controls template definition, with access to all tasks and task groups.

Task Manager (level 2)—Can perform task implementer functions and also instantiate task group templates and task templates from the parent object. Can also create and update all tasks that are associated with the parent object.

Task Implementer (level 3)—Can update and work on assigned tasks.

Task Viewer (level 4)—Can view tasks in read-only mode.

For information about TMS user features, configuration, and administration, see the BMC Remedy Task Management System Administrator’s Guide.

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Release Management module

The Release Management module helps you build and install controlled releases into your IT environment. A release is a collection of related authorized changes to an IT service that are tested and introduced into the live environment together.

Release Management includes built-in ITIL best practices to better track and manage change and deployment activities. Release Management includes default support for managing standard release tasks from planning and design, build and configuration, to rollout and acceptance.

With numerous changes occurring daily, Release Management is the key component in ensuring applications are successfully deployed without compromising the integrity or availability of the production environment. Using a systematic and repeatable release process, organizations can achieve greater success rates of change rollout, higher quality of IT service, and accelerated timeto-market.

Well-planned and implemented release management makes a significant difference to an organization’s service costs. Effective release management enables the service provider to add value to the business by:

Better tracking and managing change and deployment activities

Automatically notifying stakeholders at every phase of the release process

Contributing to meeting auditable requirements for traceability through service transition

Delivering changes faster and at a optimum cost and minimized risk

Assuring that customers and users can use the new or changed service in a way that supports the business goals

Improving consistency in the implementation approach across the business change, service teams, suppliers, and customers

BMC Remedy AR System Assignment Engine

The Assignment Engine is used to automatically determine an assignee for a request, based on a set of rules that you can configure. Such rules typically include the availability of employees and group membership. The engine can be configured to assign requests to employees either on a round-robin basis or by load balancing. Load balancing can be further configured by capacity of employees or by the number of requests assigned.

If you specify fall-back rules, the assignment engine makes sure that no request goes unassigned, and enables the application to find an available assignee who is best suited to work on the request.

For more information, see the BMC Remedy Action Request System Configuration

Guide.

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BMC Atrium CMDB

The BMC Atrium CMDB stores information about configuration items and their relationships in an inheritance-based data model, and has the ability to reconcile data from different sources. The BMC Atrium CMDB provides a “single source of truth” about your IT environment, enabling other BMC applications to manage

CIs, predict the impact of configuration changes, and perform other Business

Service Management (BSM) functions.

For more information, see the BMC Atrium CMDB User’s Guide

BMC Remedy Approval Server

The Approval Server enables you to automate approval processes. When a BMC

Remedy ITSM application triggers an approval process, the Approval Server routes a request to collect signatures within a defined approval process, handling all notifications and requests for more information as it collects each response

(approving or rejecting). The Approval Server then reactivates the original application, reporting the result of the approval process. You can have multiple

Approval Servers running with multiple AR System Servers on one computer.

For more information, see the BMC Remedy Approval Server Guide.

BMC Remedy Knowledge Management

BMC Remedy Knowledge Management (KM) is a world-class application that allows users to author and search for solutions in a knowledge base. It includes a comprehensive editor with extensive editing tools and a robust search engine that enables users to search for solutions using natural language or Boolean searches.

BMC Remedy KM is also tightly integrated with the BMC Remedy Action Request

System (BMC Remedy AR System), providing a seamless integration between knowledge management and service management.

BMC Remedy KM can improve staff efficiency, customer service and satisfaction, and business service quality. Call center efficiencies can be dramatically improved by providing agents with quick answers and solutions to customer issues. In addition, web-based self-service options allow employees or customers to find their own answers at any time using a natural language search.

For more information, see the BMC Remedy Knowledge Management Planning and

Configuration Guide.

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BMC Service Level Management

BMC SLM enables a service provider, such as an IT organization, a customer support group, or an external service provider, to formally document the needs of its customers or lines of business using service level agreements, and provide the correct level of service to meet those needs.

BMC SLM also provides a means to review, enforce, and report on the level of service provided. It streamlines the most important task of all, which is the communication between a service provider and its customers. Multiple service targets can be defined and monitored, acting as a bridge between IT service support and IT operations. This enables costs to be controlled and helps to provide a consistent level of service in support of a key business service.

For more information, see the BMC Service Level Management User’s Guide.

BMC Service Request Management

BMC Service Request Management (SRM) enables IT to define offered services, publish those services in a service catalog and automate the fulfillment of those services for their users. With SRM, users have the ability to help themselves, which reduces the requests coming into the service desk. This enables IT to focus on more mission-critical activities, such as resolving incident requests related to service failures and restoring critical services. SRM also provides the ability to automate workflows for each service, enforcing consistency of process and faster fulfillment of the request.

For more information, see the BMC Service Request Management Administrator’s and

User’s Guide.

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66 Concepts Guide

Chapter

User Scenarios

This section describes common BMC Remedy IT Service Management user scenarios that you encounter as IT support staff. Calbro Services user personas help to illustrate the user scenarios. However, the user scenarios do not necessarily refer to specific Calbro Services sample data (for information about Calbro

Services, see “Calbro Services” on page 68). To follow the user scenarios, in some

instances, you might need to create your own sample data (for example, bulk inventory CIs).

The typical steps described by these user scenarios are in keeping with BMC best practices as outlined by the Service Management Process Model (SMPM).

The following topics are provided

Calbro Services (page 68)

BMC Remedy Incident Management user scenarios (page 69)

BMC Remedy Problem Management user scenarios (page 77)

BMC Remedy Asset Management user scenarios (page 93)

BMC Remedy Change Management user scenarios (page 105)

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Calbro Services

In the BMC Remedy ITSM 7.5.00 documentation set, a fictional company named

Calbro Services helps explain how ITSM principles and procedures are used in practice. Although Calbro Services is a fictional company, it is based on research of actual BMC Software customers. Learning how Calbro Services manages common IT Service Management scenarios should prove useful as you use the

BMC Remedy ITSM applications in your own environment.

Calbro Services, a large, global company, is headquartered in New York City and publicly traded on the New York Stock Exchange. The company has 27,000 employees in 240 offices located in 20 countries. The following table describes key business services in Calbro Services.

Table 3-1: Key business services

Service

Online banking

WWW presence

Discount equity brokerage

Sales force automation

Description

500 ATMs in major cities

Corporate site and online brokerage services

Online and storefront services

Customer support

Mass marketing

Automated sales activities such as leads, orders, reports, and so on

Support centers in the United States, Europe, and Asia

World-wide marketing campaigns aimed at making Calbro

Services a household name

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BMC Remedy Incident Management user scenarios

The following sections describe at a high-level common BMC Remedy Incident

Management user scenarios that you typically encounter as IT support staff. The

Calbro Services sample data is used to illustrate the user scenarios. For more detailed information about how to perform these procedures, see the BMC Remedy

Incident Management User’s Guide.

The following incident management scenarios are described:

“Incident request resolution—first call resolution” on page 69

“Incident request resolution—assignment to specialist” on page 71

“Incident request resolution—emergency change request” on page 73

Incident request resolution—first call resolution

This user scenario describes how to resolve an incident request on the first call.

Francie Stafford is a service desk analyst who works on the Calbro Services service desk. She receives a call from Joe Unser , a Calbro Services benefits agents who cannot access one of his key applications, because he is locked out of his user account. Francie creates an incident request, resolves the incident for Joe , and then closes the incident request.

NOTE

BMC Remedy Incident Management must be installed to follow this user scenario.

Detailed information about the individual tasks and actions mentioned in this user scenario are described in the BMC Remedy Incident Management User’s Guide.

Table 3-2 describes the typical steps involved in this user scenario.

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Table 3-2: Incident resolution—first call resolution

Role Tasks and actions

Customer

Contacting the service desk

The customer contacts the service desk.

Service desk analyst Registering the incident request record

On the Incident console, click Create to open a new incident request record.

Type the first few letters of the customer’s email address on the incident request form and then press

Enter. The application matches the email address and fills in part of the incident request record based on the contents of the customer’s People record.

Select the appropriate template to populate the new incident request record with basic information common to all requests of this type.

Service desk analyst and Service desk customer

Resolving the incident request

Open Incident Matching from the

Navigation pane and search for similar incident request records that have been closed.

Look for a recently closed incident request record that matches the incident request.

From a matching record, determine how to unlock the account.

Closing the incident request

After unlocking the account, ask the customer to log into the application, to confirm the solution.

When the customer confirms the solution enter the resolution in the

Work Info, and ensure that all other required fields on the incident request record are completed.

Move the incident request record’s

Status to Closed.

Explanation

Joe needs to have one of his user accounts unlocked, and calls the service desk to open an incident request.

Francie Stafford receives Joe’s call and, using the BMC Remedy Incident Management Best

Practice view, creates a new incident request record using the applicable template.

Using Incident Matching, Francie is able to unlock Joe’s account while he is on the phone.

While Joe is still on the phone, Francie asks him to confirm that his account is unlocked and that he can log in to his system. Joe confirms this, so Francie updates the resolution field on the incident request record to indicate this. Francie closes the incident request record.

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BMC Remedy Incident Management user scenarios

Incident request resolution—assignment to specialist

This user scenario describes how to resolve an incident request by assigning it to a specialist.

Francie Stafford receives a call from Joe Unser, who cannot send documents to his local printer. Francie creates an incident request, but cannot resolve it herself. The incident request is automatically assigned to a specialist, Ian Plyment, who accepts the assignment and restores Joe’s printer connection. Ian then closes the incident request.

NOTE

BMC Remedy Incident Management must be installed to follow this user scenario.

Detailed information about the individual tasks and actions mentioned in this user scenario are described in the BMC Remedy Incident Management User’s Guide.

Table 3-3 describes the typical steps involved in this user scenario.

Table 3-3: Incident resolution with assignment to specialist

Role Tasks and actions

Service desk customer

Contacting the service desk

The customer contacts the help desk

Service desk analyst Registering the incident request record

On the Incident console click Create to open a new incident request record.

Type the first few letters of the customer’s email address on the incident request form and then presses Enter.

The application matches the email address and fills in part of the incident request record based on the contents of customer’s People record.

Click in the Template field and press

Enter. The Incident Template

Selection dialog box appears.

Select the appropriate template, which will populate the new incident request record with basic information common to all requests of this type.

Complete the incident request registration and save it.

The incident request is assigned to the assignment group specified in the template.

Explanation

Joe cannot send documents to his local printer and calls the help desk for assistance.

Francie Stafford receives Joe’s call and, using the BMC Remedy Incident Management Best

Practice view, creates a new incident request record from the applicable template.

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Table 3-3: Incident resolution with assignment to specialist (Continued)

Role

Specialist

Tasks and actions

Accepting the assignment

From the Incident console header, select your company in the Company field and your support group from the View By field.

Run the All Open Unassigned — All

Priorities search from the Defined searches area.

This returns all of the open, unassigned incident requests for your support group.

Select an incident request and open it.

In the Navigation pane, select Assign to Me and then change the record’s status to In Progress.

Using Incident Matching to resolve the incident

From the Navigation pane on the incident request record, open the

Incident Matching window.

On the Search Criteria Page 1 tab, type Printer in the Summary

Keyword Search field and select

Connectivity from the Operational

Categorization Tier 1 menu.

Click Search.

Any matching incidents, problem investigations, known errors, and solutions appear in the tabs at the bottom half of the dialog box.

Views details of the matching records and look for information that helps resolve the incident request.

From the Relationship Type list on the Incident Matching window, select

Resolved By and then click Relate

With Solution.

This copies the solution from the matching record to the Resolution field of the incident request record.

Explanation

Ian Plyment is a specialist who works for the support group to which Joe’s incident request is assigned. From the Incident console, Ian runs a defined search for all open, unassigned incident request for his support group. Joe’s incident request is one of the records found by the search. Ian opens the record and accepts the assignment.

Ian uses the Incident Matching feature to determine the cause of Joe’s incident and resolves it by restoring Joe’s printer connection.

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Table 3-3: Incident resolution with assignment to specialist (Continued)

Role

Specialist

Tasks and actions

Completing the incident request

On the incident request record, ensure that all other required fields on the incident request record are completed.

Move the incident request record’s status to Resolved and provide a status reason of Customer Follow-Up

Required.

Explanation

Ian is unable to contact Joe directly to determine that his printing service is successfully restored, so he completes the incident request by moving the status to

Resolved with a status reason of Customer

Follow-Up Required. BMC Remedy Incident

Management sends Joe an email asking him to contact the Service Desk to confirm that the incident is resolved. If Joe does not respond within a specific period of time, which is configurable for each installation, the auto close rule moves the incident request’s status to Closed.

Incident request resolution—emergency change request

This user scenario describes how to resolve an incident request with an emergency change request.

Joe Unser , a Calbro Services benefits agents cannot access the local area network.

He contacts the Calbro Service desk, and Francie Stafford, a service desk analyst, creates an incident request.

The incident request is assigned to Ian Plyment, a specialist in the support group assigned to Joe’s company. Ian determines that Joe’s data port is broken, and an emergency change is required to restore Joe’s service.

Ian contacts Allen Allworth, the owner of the service to let him know an emergency change is required. Allen assesses the risk and authorizes Ian to perform the work.

Ian creates an emergency change request record, then replaces Joe’s data port. Ian verifies with Joe that he can now access the local area network.

Ian closes the incident request and notifies Mary Mann, the change coordinator, of the emergency change so she can register the change. This ensures everyone can see what was changed, should the emergency change cause other incidents to occur. It also ensures that Allen is informed that the change took place and the

CMDB is updated

NOTE

This user scenario assumes that your application administrator has configured the approval process to bypass the normal approval process for emergency change requests. For more information, see the BMC Remedy IT Service Management

Configuration Guide.

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NOTE

BMC Remedy Incident Management and BMC Remedy Change Management must be installed to follow this user scenario.

Detailed information about the individual tasks and actions mentioned in this user scenario are described in the BMC Remedy Incident Management User’s Guide and the BMC Remedy Change Management User’s Guide.

Table 3-4 describes the typical steps involved in this user scenario.

Table 3-4: Resolving an incident request with an emergency change

Role Tasks and actions

Service desk customer Contacting the service desk

The customer contacts the service desk.

Service desk analyst

Registering the incident request record

On the Incident console, click Create, to open a new incident request record.

Type the first few letters of the customer’s email address on the incident request form and then press

Enter.

The application matches the email address and fills in part of the incident request record based on the contents of the customer’s People record.

Select the appropriate template to populate the new incident request record with basic information common to all requests of this type.

Open Incident Matching from the

Navigation pane and search for similar incident request records that have been closed.

If you cannot find a matching incident, complete the incident request registration and save it.

The incident request is assigned to an assignment group as specified in the template.

Explanation

Joe cannot access the local area network.

Francie Stafford receives Joe’s call and, using the BMC Remedy Incident

Management Best Practice view, creates a new incident request record from the applicable template.

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Table 3-4: Resolving an incident request with an emergency change (Continued)

Role

Specialist

Tasks and actions

Accepting the assignment

On the Incident console header, select your company in the Company field and your support group from the View

By field.

From the Defined searches area, run the

All Open Unassigned — All Priorities search, which returns all of the open, unassigned incident requests for your support group.

Select the customer’s incident request and open it.

In the Navigation pane, select Assign to

Me and then change the record’s status to In Progress.

On the Work Details tab of the incident request, create a Work Info entry indicating the incident request is being handled according to the emergency change protocol.

Explanation

Ian Plyment is a specialist working for the support group that supports Joe’s company. Ian searches for all open, unassigned incident request for his support group. Joe’s incident request is one of the records found by the search.

Ian opens the record and accepts the assignment.

Ian investigates Joe’s incident request and determines his data port is broken. The fix requires an emergency change. Ian contacts Allen Allworth, the owner of the affected service, to tell him this incident request requires an emergency change.

Ian also notes this in the Work Detail tab of the incident request.

Allen analyzes the risk and impact of the emergency change request and then authorizes Ian to implement the emergency change.

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Table 3-4: Resolving an incident request with an emergency change (Continued)

Role

Specialist

Tasks and actions

Creating the Emergency Change

From the incident request, click Create

Change from the Create Other Requests area of the navigation pane to create a new change request.

This opens the Change Request form and copies information from the incident request record to the change request record.

On the Change Request form, select the

Change Type and then the Risk Level.

On the Classification tab of the Change

Request form, select the Timing–

”Emergency.”

On the assignment tab, assign the change request to yourself by selecting your own support company, support organization, and the support group.

Click Save, which opens the Incident

Relationship Search form.

Search for the customer’s incident request and then create a relationship between the incident ticket and the emergency change request.

Implementing the Change

Perform the necessary change.

Contact the customer to verify that the affected service has been restored.

On the incident request record, change the record’s status to “Closed.”

Explanation

From Joe’s incident ticket, Ian creates the emergency change request. By creating the request from the incident request, much of the information is copied directly from the incident request record to the change request record. This saves time and ensures accuracy. While creating the emergency change request, Ian creates a relationship between Joe’s incident request and the emergency change request.

After the change is implemented and verified, Ian closes the incident request and asks Mary Mann, the change coordinator to register a change for this emergency change. This ensures everyone can see what was changed, in case the emergency change causes incidents to occur. This also makes sure

Allen, the service owner, is informed and the CMDB is updated.

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BMC Remedy Problem Management user scenarios

The following sections describe at a high-level common BMC Remedy Problem

Management user scenarios that you typically encounter as IT support staff. The

Calbro Services sample data is used to illustrate the user scenarios. For more detailed information about how to perform these procedures, see the BMC Remedy

Problem Management User’s Guide.

The following problem management scenarios are described:

“Problem investigation resolution—change request” on page 77

“Problem investigation resolution—no change request” on page 82

“Problem investigation resolution—change request roll back” on page 85

“Problem investigation—at impasse” on page 89

Problem investigation resolution—change request

This user scenario describes how to resolve a problem investigation with a change request.

Bob Baxter, the Calbro problem coordinator conducts a incident request review on the Calbro Order Processing System (OPS).

In the course of the review, Bob discovers that over the past six months there were several similar incidents related to the OPS. The resulting problem investigation

determines that a change to the IT infrastructure is required. A known error is created making a request for change (RFC), which is assigned to Mary Mann, the change coordinator.

The change is approved by Mary, executed and verified by Ian Plyment, the specialist. The status of the Known Error is automatically marked as corrected.

Bob is notified that the change request has been completed. He notes the permanent corrective action in the problem investigation and changes its status to closed.

NOTE

BMC Remedy Incident Management, BMC Remedy Problem Management, and

BMC Remedy Change Management must be installed to follow this user scenario.

Detailed information about the individual tasks and actions mentioned in this user scenario are described in the BMC Remedy Incident Management User’s Guide, the

BMC Remedy Problem Management User’s Guide, and the BMC Remedy Change

Management User’s Guide.

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Table 3-5 describes the typical steps involved in this user scenario.

Table 3-5: Resolving a problem investigation with a change request

Role Tasks and actions

Problem coordinator

Performing the incident request review

From the IT Home page, open the BMC

Remedy Incident Management application.

From the Defined Searches area of the

Navigation pane, select Manage My

Searches, to create a custom search.

Using the Build Search Qualification feature of Manage My Searches, create a custom search for records that have the following characteristics:

Service = OPS

Impact => 2-Significant/Large

Significant/Large OR

1-Extensive/Widespread the Last Resolved Date >=

07/19/2008

Note:

For the purpose of this example, assume today’s date is 11/19/2008. This means the date you use for the Last

Resolved Date is, 07/19/2008— four months ago.

Explanation

The problem coordinator, Bob Baxter, performs an incident request review on the OPS by querying the Incident

Management system for incidents or recent changes related to the OPS. Bob discovers that over the past six months there were several similar incidents related to the OPS.

After running the search, look for incident request records that have not yet been linked to a problem investigation.

Creating the problem investigation

From one of the incident request records that is related to the OPS server issue, click Create Problem from the

Create Other Requests area in the

Navigation pane.

The Problem form appears. The incident record’s details are copied from the incident request record to the

Problem form and a relationship is created between the problem investigation record and the incident request records.

Complete the Problem form.

Bob wants to determine the root cause of these incidents, so he creates a problem investigation from one of the incident request records. Creating the problem investigation from an incident request record ensures that all of the relevant details are copied over from the incident request to the problem investigation. Bob then relates the remaining OPS incidents to the problem investigation, along with the actual OPS CI.

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Table 3-5: Resolving a problem investigation with a change request (Continued)

Role Tasks and actions

Problem coordinator

Relating other records to the problem investigation

With the problem investigation record open, click the Relationships tab.

Create relationships between the problem investigation and all of the related incident requests.

Create a relationship between the problem investigation and the OPS server.

Specialist

Assigning the problem investigation to the specialist.

From the Assignment tab of the problem investigation record assign the problem investigation record to the specialist.

Accepting the assignment and performing the root cause analysis

Open problem investigation.

Set the problem investigation’s status to

Under Investigation.

Perform the root cause analysis.

Problem coordinator

Performing the analysis review

Open the problem investigation and click the Work Info tab to review the work information entries.

Independently verify that the specialist’s assessment of the root cause is correct.

Explanation

Bob then relates the other incident requests and the CI to the problem investigation.

Bob assigns the problem investigation to the specialist, Ian Plyment, to conduct a root cause analysis.

Ian accepts the problem investigation assignment and begins a root cause analysis. During the root cause analysis, he determines the physical server on which the OPS runs needs a memory upgrade and sends his root cause analysis to Bob.

Bob reviews and verifies Ian’s analysis.

Bob then creates a Known Error, which serves two purposes. First, to identify the best work around ( temporarily routing the users to a redundant server) and second, to request a change for the memory upgrade on the primary OPS server.

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Table 3-5: Resolving a problem investigation with a change request (Continued)

Role Tasks and actions

Problem coordinator

Creating a known error

With the problem investigation record open, set the Status field to Completed and the Status Reason field to Known

Error.

This opens the Known Error form and creates a relationship between the known error and the problem investigation.

Enter a brief description of the known error in the Summary field.

Select the impact and urgency.

In the Known Error Details area of the

Classification tab, select the company and then enter a detailed description of the change requirements in the Notes field.

Select the appropriate operational and the appropriate product categorizations.

On the Assignment tab, type your name in the Assignee field in the Problem

Manager Assignment area and the change coordinator’s name in the

Assignee field in the Known Error

Assignment area.

Set the Status to Assigned.

Save the known error.

Change coordinator

Creating the change request from a known error

From the Navigation pane on the

Known Error record, select Create

Other Requests > Create Change.

This opens the Change Request form and creates a relationship between the known error, the problem investigation, and the change request. It also copies information from the known error record to the change request record.

Enter the required information to finish creating the change request and then save the change request.

Using the Project Flow Status bar, move the change request through its lifecycle.

When prompted, approve the change request and add a start and an end date.

Explanation

Bob creates the known error directly from the problem investigation, which transfers all pertinent information to the change request. Bob assigns the known error to Mary Mann, the change coordinator.

Mary receives the Known Error and reviews it. She agrees that the change is required and creates a change request from the known error.

Mary moves the record through the change request lifecycle.

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Table 3-5: Resolving a problem investigation with a change request (Continued)

Role Tasks and actions

Change coordinator

Assigning the change request to a specialist

Add a task to the change record.

Relate the CIs to the change request.

Use the Process Flow Status bar to move the change request to the

Implement stage.

Specialist

Closing the tasks

Open the Change Management

Support Console.

Using Quick Actions, set Tasks as the primary table on the console, and then open and execute the task.

Enter the actual start and end dates of the task, the time spent on the task, and relevant work information.

Change the status of the task to Closed.

Save the work.

Change coordinator

Completing the change request

Use the Process Flow Status bar to move the request to the Closed stage.

Enter the performance rating and the actual start and end date of the change request.

Problem coordinator

Closing the problem investigation and known error

Confirm that the change has solved the problem.

Open the problem investigation record and check that the details are all correct, and then set the Status field to Closed.

Open the known error record and set the Status field to Closed.

On the Resolution tab, record a summary of how the known error was resolved.

Explanation

On the change request record, Mary creates a task to implement the change, and assigns the change request to Ian

Plyment, the specialist who will perform the work. The coordinator also relates the

CI to the change request.

Ian implements the change. When he finishes the last task, the system notifies

Mary that the tasks are closed.

After Mary coordinates the change implementation, she reassigns the known error to Bob for verification.

Bob is notified that the change was completed and verifies that it fixed the problem. He then changes the status of the problem investigation and known error to closed.

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Problem investigation resolution—no change request

This user scenario describes how to resolve a problem investigation without a change request.

Bob Baxter, the problem coordinator for the Calbro Services Payroll service conducts a incident request review on this service. In the course of the review, Bob discovers that over the past six months there have been multiple incidents related to performance. Bob assigns the problem investigation to a specialist, Ian Plyment.

Ian’s problem investigation determines that the anti-virus software on the Payroll service server runs a complete scan of the server every ten minutes. Ian reconfigures the anti-virus software so it runs only once an hour. Ian then notifies

Bob that he has implemented a corrective action to solve the root cause. Bob verifies the corrective action and closes the problem investigation.

NOTE

BMC Remedy Incident Management and BMC Remedy Problem Management must be installed to follow this user scenario.

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Table 3-6 describes the typical steps involved in this user scenario.

Table 3-6: Resolving a problem investigation without a change request

Role Tasks and actions

Problem Coordinator

Performing the incident request review

From the IT Home page, open the BMC

Remedy Incident Management application.

From the Defined Searches area of the

Incident console Navigation pane, select Manage My Searches, to create and save a custom search.

By saving the search, you can use it for future incident request reviews.

Use the Build Search Qualification feature of Manage My Searches to create a custom search for records that have the following characteristics:

Service = Payroll

Impact => 2-Significant/Large

Significant/Large OR

1-Extensive/Widespread the Last Resolved Date >=

07/19/2008

Note:

For the purpose of this example, assume today’s date is 11/19/2008. The

Last Resolved Date used in this example, therefore, is four months ago.

Explanation

Bob performs an incident request review by searching incident requests registered against the services for which he is the problem coordinator.

After running the search, look for incident request records that have not yet been linked to a problem investigation and that have been resolved with a workaround.

Creating the problem investigation

From one of the incident request records related to the Payroll service performance issue, click Create

Problem from the Create Other

Requests area in the Navigation pane.

The Problem form appears. The incident record’s details are copied from the incident request record to the

Problem form and a relationship is created between the problem investigation record and the incident request records.

Complete the Problem form.

Bob spots a trend—numerous performance-related incidents have been reported against the Payroll service. Bob creates a Problem Investigation record directly from one of the incident request records. Creating a problem investigation directly from an incident request record transfers all relevant information from the incident request and automatically establishes the relation between the incident request and the problem investigation.

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Table 3-6: Resolving a problem investigation without a change request (Continued)

Role Tasks and actions

Problem Coordinator

Relating other records to the problem investigation

With the newly created problem investigation still open, click the

Relationships tab.

Create relationships between the problem investigation and all of the related incident requests.

Specialist

Assigning the problem investigation to the specialist

With the problem investigation record open, click the assignment tab.

In the Problem Assignment area, assign the problem investigation to a specialist.

Accepting the assignment and performing the root cause analysis

Open the problem investigation.

Set the problem investigation’s status to

Under Investigation.

Perform the root cause analysis.

Specialist

Explanation

Bob then relates the other incident requests to the problem investigation.

After creating the problem investigation,

Bob assigns it to the specialist, Ian

Plyment.

Implementing the solution

Change the problem investigation

Status to Completed and indicate the status reason.

On the Classification tab, select the appropriate product categorization.

Add work information to detail the changes to the anti-virus software.

Complete the other required fields on the problem investigation form.

Complete the other optional fields on the problem investigation form as required by this investigation.

Notifying the problem coordinator

On the Assignment tab of the problem investigation, ensure the Assignee field in the Problem Manager Assignment area is set to the name of the problem coordinator.

From the Status field menu, select

Assigned.

Ian accepts the problem investigation assignment and begins a root cause analysis. During the root cause analysis, he determines the anti-virus software on the server runs every ten minutes, which is responsible for causing the performance issues. Ian determines the more appropriate frequency for the antivirus software to run is once an hour.

Because the changes to the anti-virus software configuration do not meet the criteria for the change management process, Ian makes the necessary changes himself and then changes the status of the problem investigation to Completed.

Ian notifies Bob about the results of the problem investigation and the corrective action he undertook.

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Table 3-6: Resolving a problem investigation without a change request (Continued)

Role Tasks and actions

Problem Coordinator

Performing the analysis review

Open the problem investigation, click the Work Info tab, and review the work information entries.

Independently verify that the changes have corrected the problem.

Closing the problem investigation

Review the problem investigation form to verify that the details are complete.

When you are satisfied that the problem investigation from is complete and correct, move the problem investigation status to Closed.

Explanation

Bob performs an analysis review and double-checks that the problem has been corrected.

Bob closes the problem investigation.

Problem investigation resolution—change request roll back

This user scenario describes how to resolve a problem investigation by rolling back a change request.

Bob Baxter, the Problem Coordinator at the Calbro Service Desk, performs an incident request review by searching incident requests registered against the payroll service. He reviews the history of the associated CIs and recognizes a trend in problems that are related to common changes to a specific CI. He creates a change request to roll back changes that affect that CI.

A Request for Change (RFC) is submitted to Mary Mann, the change manager in

Front Office Support, for approval.

The change is approved and successfully implemented by Ian Plyment, the

Specialist. The change manager creates a Broadcast to alert users. Future incidents are successfully averted.

NOTE

BMC Remedy Incident Management, BMC Remedy Problem Management, and

BMC Remedy Change Management must be installed to follow this user scenario.

Detailed information about the individual tasks and actions mentioned in this user scenario are described in the BMC Remedy Incident Management User’s Guide, the

BMC Remedy Problem Management User’s Guide, and the BMC Remedy Change

Management User’s Guide.

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Table 3-7 describes the typical steps involved in this user scenario.

Table 3-7: Rolling back a change

Role Tasks and actions

Problem coordinator Performing the incident request review

From the IT Home page, open the

BMC Remedy Incident Management application.

From the Defined Searches area of the

Navigation pane, select Manage My

Searches, to create a custom search.

Using the Build Search Qualification feature of Manage My Searches, create a custom search for records that have the following characteristics:

Service = Payroll

Impact => 2-Significant/Large

Significant/Large OR

1-Extensive/Widespread the Last Resolved Date >=

07/19/2008

Note:

For the purpose of this example, assume today’s date is 11/19/2008.

This means the date you use for the

Last Resolved Date is, 07/19/2008— four months ago.

Explanation

Bob performs an incident request review by searching incident requests registered against the payroll service, for which he is the problem coordinator.

After running the search, look for incident request records that have not yet been linked to a problem investigation.

Creating the problem investigation

From one of the incident request records that are related to the payroll service, click Create Problem from the

Create Other Requests area in the

Navigation pane.

The Problem form appears. The incident record’s details are copied from the incident request record to the

Problem form and a relationship is created between the problem investigation record and the incident request records.

Complete the Problem form.

Bob spots a trend—numerous incidents have been reported against the payroll server CI, which is critical to making that service available. He also discovers the server recently was the subject of a change. Bob reviews the change related to the server and determines the recent change to the CI was the root cause of those incident requests. Bob creates a problem investigation record directly from one of the incident request records, which transfers all relevant information from the incident request and automatically establishes the relation between the incident request and the problem investigation.

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Table 3-7: Rolling back a change (Continued)

Role Tasks and actions

Problem coordinator Relating other records to the problem

investigation

With the problem investigation record open, click the Relationships tab.

Create relationships between the problem investigation and all of the related incident requests.

Create a relationship between the problem investigation and the original change request that is responsible for triggering the incident requests.

Creating a known error

With the problem investigation record open, set the Status field to

Completed and the Status Reason field to Known Error.

This opens the Known Error form and creates a relationship between the known error and the problem investigation.

Enter a brief description of the known error in the Summary field.

Select the impact and urgency.

In the Known Error Details area of the

Classification tab, select the company and then enters a detailed description of the change requirements in the

Notes field.

Select the appropriate operational and the appropriate product categorizations.

On the Assignment tab, type your name in the Assignee field in the

Problem Manager Assignment area and the change coordinator’s name in the Assignee field in the Known Error

Assignment area.

Set the Status to Assigned.

Save the known error.

Explanation

Bob then relates the other incident requests, the original change request, and the CI to the problem investigation.

Bob determines that the best way to prevent similar incident requests from recurring is to rollback the original change. To request the roll back, Bob creates a known error from the problem investigation. He assigns the known error to Mary Mann, the change coordinator.

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Table 3-7: Rolling back a change (Continued)

Role Tasks and actions

Change coordinator Creating the change request from a

known error

From the Navigation pane on the

Known Error record, select Create

Other Requests > Create Change.

This opens the Change Request form and creates a relationship between the known error, the problem investigation, and the change request.

It also copies information from the known error record to the change request record.

Enter the required information to finish creating the change request and then save the change request.

Using the Project Flow Status bar, move the change request through its lifecycle.

When prompted, approve the change request and add a start and an end date.

Create a broadcast to alert users about the rollback.

Specialist

Assigning the change request to a specialist

Add a task to the change record.

Relate the CIs to the change request.

Use the Process Flow Status bar to move the change request to the

Implement stage.

Closing the tasks

Open the Change Management

Support Console.

Using Quick Actions, set Tasks as the primary table on the console, and then open and execute the task.

Enter the actual start and end dates of the task, the time spent on the task, and relevant work information.

Change the status of the task to

Closed.

Save the work.

Explanation

Mary receives the Known Error and reviews it. She agrees that the roll back is required and creates a change request from the known error.

Mary moves the record through the change request lifecycle.

As part of the change request, the change coordinator creates a broadcast alerting users to the incorrect original change and the symptoms in the defective CI. The broadcast mentions the new change and the time when the CI will be unavailable—while the change is being executed. Finally, the broadcast explains that the change was necessary to avoid further incoming related incidents.

On the change request record, Mary creates a task to roll back the CI and assigns the change request to Ian Plyment, the specialist who will perform the work. The coordinator also relates the CI to the change request.

Ian rolls back the change to the CI. When he finishes the last task, the system notifies

Mary that the tasks are closed.

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Table 3-7: Rolling back a change (Continued)

Role Tasks and actions

Change coordinator Completing the change request

Use the Process Flow Status bar to move the request to the Closed stage.

Enter the performance rating and the actual start and end date of the change request.

Problem coordinator Closing the problem investigation and

known error

Confirm the roll back has solved the problem with the payroll server.

Open the problem investigation record and check that the details are all correct, and then set the Status field to Closed.

Open the known error record and sets the Status field to Closed.

On the Resolution tab, record a summary of how the known error was resolved.

Explanation

Mary completes the change request record and removes the broadcast, because it is no longer relevant.

Bob is notified that the roll-back was completed. Bob verifies that the roll back fixed the problem, and then changes the status of the problem investigation and known error to closed.

Problem investigation—at impasse

This user scenario describes how to indicate a problem investigation at an impasse.

During Bob Baxter’s incident request review of the Calbro Payroll service, he discovers also that over the past six months there have been multiple incident requests registered related to slow searches against the Payroll service database.

Bob assigns the problem investigation to Ian. Ian’s problem investigation determines there is a defect in the database management software that might be corrected by a future patch. Ian notes the root cause, but because a permanent solution in not yet available, he moves the problem investigation status to

Pending. Bob performs periodic checks against problem investigations with a status of Pending, to see if permanent solutions have become available.

NOTE

BMC Remedy Incident Management and BMC Remedy Problem Management must be installed to follow this user scenario.

Table 3-8 describes the typical steps involved in this user scenario.

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Table 3-8: Indicating a problem investigation at an impasse

Role Tasks and actions

Problem Coordinator

Performing the incident request review

From the IT Home page, open the BMC

Remedy Incident Management application.

From the Defined Searches area of the

Navigation pane, select Manage My

Searches, to create a custom search.

Using the Build Search Qualification feature of Manage My Searches, create a custom search for records that have the following characteristics:

Service = Payroll

Impact => 2-Significant/Large 2-

Significant/Large OR

1-Extensive/Widespread the Last Resolved Date >=

07/19/2008

Note:

For the purpose of this example, assume today’s date is 11/19/2008. This means the date you use for the Last

Resolved Date is, 07/19/2008— four months ago.

After running the search, look for incident request records that have not yet been linked to a problem investigation and were resolved with a workaround.

Creating the problem investigation

From one of the incident request records that is related to the Payroll service search issue, click Create

Problem from the Create Other

Requests area in the Navigation pane.

The Problem form appears. The incident record’s details are copied from the incident request record to the

Problem form and a relationship is created between the problem investigation record and the incident request records.

Complete the Problem form.

Explanation

Bob performs an incident request review by searching incident requests registered against the services for which he is the problem coordinator.

Bob spots another trend—numerous incidents have been reported against the

Payroll service related to the length of time it takes to run a search against the database. Bob creates a Problem

Investigation record directly from one of the incident request records. Creating a problem investigation directly from an incident request record transfers all relevant information from the incident request and automatically establishes the relation between the incident request and the problem investigation. .

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Table 3-8: Indicating a problem investigation at an impasse (Continued)

Role Tasks and actions

Problem Coordinator

Relating other records to the problem investigation

With the newly created problem investigation record still open, click the

Relationships tab.

Create relationships between the problem investigation and all of the related incident requests.

Specialist

Assigning the problem investigation to the specialist

With the newly created problem investigation record open, click the assignment tab.

In the Problem Assignment area, assign the problem investigation to the specialist.

Accepting the assignment and performing the root cause analysis

Open the problem investigation.

Set the problem investigation’s status to

Under Investigation.

Perform the root cause analysis.

Notifying the problem coordinator

On the Assignment tab of the problem investigation, ensure the Problem

Manager Assignment Assignee field is set to the name of the problem coordinator.

From the Status field menu, select

Assigned.

Explanation

Bob then relates the other incident requests to the problem investigation.

After creating the problem investigation,

Bob assigns it to Ian.

Ian accepts the problem investigation assignment and begins a root cause analysis. During the root cause analysis, he determines that the problem is with a defect in the database management software. Ian also determines that none of the database management software patches fixes this problem. The problem might be fixed in a future release.

Ian notifies Bob that he has completed the root cause analysis and determined the problem is with the database management software. He lets Bob know that, currently, there is no patch from the database software vendor to fix the problem.

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Table 3-8: Indicating a problem investigation at an impasse (Continued)

Role Tasks and actions

Problem Coordinator

Performing the analysis review

Open the problem investigation and click the Work Info tab to review the specialist’s work information entries.

Independently verify that the specialist’s assessment of the impasse is correct.

Indicating an impasse

On the Work Info tab of the problem investigation form, indicate why no further action can be taken against the investigation.

Change the problem investigation

Status to Pending.

Performing periodic checks

Periodically, check the problem investigations with a status of Pending.

If a solution for the problem is now available, note this on the Work Info tab and reassign the problem investigation to a specialist for follow-up and implementation.

If a solution is still unavailable, also note this on the problem investigation’s

Work Info tab and leave the status at

Pending.

Explanation

Bob performs an analysis review and double-checks that Ian’s assessment of the situation is correct.

Because there is no current fix for the root cause available, Bob determines that the problem investigation is at an impasse.

Bob performs periodic checks of all problem investigations with a status of

Pending to determine if a solution has become recently available.

92 Concepts Guide

BMC Remedy Asset Management user scenarios

The following sections describe at a high-level common BMC Remedy Asset

Management user scenarios that you typically encounter as IT support staff. The

Calbro Services sample data is used to illustrate the user scenarios. For more detailed information about how to perform these procedures, see the BMC Remedy

Asset Management User’s Guide.

The following user scenarios are provided:

“Purchasing software and assigning a license” on page 93

“Purchasing a laptop for a new employee” on page 96

“Investigating inaccurate CI data” on page 99

“Scheduling regular maintenance on a network printer” on page 100

“Making sure that scheduled changes to CIs do not impact business services/

Scheduling mandatory unavailability for key services” on page 101

Purchasing software and assigning a license

Calbro Services has an enterprise license for Microsoft Office, which gives all employees access to Microsoft Word, Microsoft Excel, Microsoft Power Point, and

Microsoft Outlook. However, because only a few people require Microsoft Visio, this software is purchased only as required.

Allen Allbrook is the Contract Manager for Calbro Services. He maintains the contracts for Microsoft products.

Joe Unser, who works in Human Resources, requires a copy of Microsoft Visio.

Allen Allbrook, who is also the configuration administrator and software asset manager, orders Microsoft Visio.

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Table 3-9 describes the typical steps involved in this user scenario.

Table 3-9: Purchasing software and assigning a license

Role Actions

Contract Manager

Create contract for Microsoft Visio

In the Contract area, choose Create >

Software License.

For the ID, enter Calbro MS Visio.

For the Company, select Calbro

Services.

For the Term, select Never Ending.

For the Status, select Executed.

For Contract Managed By, select the

Calbro Services, IT Support,

Backoffice Support.

Enter values for the other required fields, and click Save.

Configuration administrator

Create purchase requisition for

Microsoft Visio

Open the Purchasing console.

Choose Functions > Create

Requisition.

Enter the required requisition details.

On the Line Items tab, click Add.

On the Line Item Information dialog box, for the Description, enter MS

Visio.

For the CI Type, select System

Component > Product.

Enter a Unit Price.

On the Details tab, select Software,

Application, and Third Party for Tier

1, Tier 2, and Tier 3.

For the Product Name, select

Microsoft Visio.

For the Model/Version field, select

2003.

For the Supplier Name, enter EZnet.

Enter the other required Line Item

Information and click Save.

On the Purchase Requisition form, click Submit for Approval.

Explanation

Allen Allbrook creates a contract for

Microsoft Visio. Because this contract is managed by Backoffice Support, contract users (such as Bob Baxter) can add license certificates as they are purchased.

Allen Allbrook creates a purchase requisition for Microsoft Visio. The manager of the requester is the default approver of this purchase requisition.

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Table 3-9: Purchasing software and assigning a license (Continued)

Role

Purchasing agent

Configuration administrator

Actions

Approving the purchase requisition

AR System server as the approver.

Open Approval Central.

Select the purchase requisition.

Approve the purchase requisition.

Explanation

The requester’s manager must approve the purchase requisition.

Note:

If no manager is assigned to the requester, you should assign a manager in the People form. For more information, see the BMC Remedy IT Service Management

Configuration Guide.

After the purchase requisition is approved, a purchase order is automatically created and is ready to be placed with the vendor.

Create the purchase order

Open the Purchasing console.

Set the Search Criteria to Orders to

Place.

View, and then place the order.

Select the Place Order Using web services option, and then save the PO.

Add a license certificate to the contract

View the Calbro MS Visio contract.

Click the License Details tab.

Click Add.

In the Create License Certificate wizard, select a License Type of Per

Instance.

Click Search Line Item.

Click Search.

Select the appropriate line item, and click Relate.

Enter the other required fields, and click Next.

From the Product Dictionary, select

Microsoft Corporation, Visio, 2003.

For the Product Categorization, select

Software, Application, Third Party.

Click Next.

For the Number of licenses purchased, select 1.

Select the desired breach warning levels, and click Next.

Click Save.

On the Software Contract form, select the certificate that you just created and click View Certificate.

Change the status of the license certificate to Executed and click Save.

Allen Allbrook create a license certificate and links it to the purchase order line item.

Note:

If Per Instance license types are not available, you must enable the Per

Instance license type, as described in the BMC Remedy IT Service Management

Configuration Guide.

The product and categorization that Allen selects for the license certificate match the product and categorization that are specified on the PO.

Because only one copy was ordered, the license certificate is good for one copy. If

Allen had ordered ten copies, he would have specified 10 in the Number of licenses purchased.

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Table 3-9: Purchasing software and assigning a license (Continued)

Role

Configuration

Administrator

Customer

Contract Manager

Actions

Receive the item on the purchase order

Open the Receiving console.

Search for the PO.

Receive a quantity of one (1).

Install the software

Explanation

This action automatically creates a new CI.

Run a license job to assign the license

Open the Software Asset

Management Console.

In the navigation pane, choose

Functions > Manage License Jobs.

In the Manage License Jobs console, click Create.

Enter a Job Name.

Select a License Type of Per instance.

Select a Job Type of All.

Optionally, you can select additional job criteria.

Click Save.

On the Manage License Jobs console, select the license job, and click Run.

After Joe Unser installs Microsoft Visio on his computer, discovery software discovers the software. During reconciliation, the CI, which previously had a status of Received, is set to a status of Deployed.

Allen Allbrook runs a license job.

If a broad license job is already scheduled to run nightly or upon reconciliation, Allen could skip this step. The license job connects the CI to the software license certificate.

Purchasing a laptop for a new employee

Calbro Services are proud that new employees are fully functional on their first day of employment. Purchasing a laptop for a new employee is therefore a common task for the purchasing agent at Calbro Services. He must create a purchase requisition and place a purchase order (PO). When the PO is received,

BMC Remedy Asset Management automatically generates a new CI and a change request.

The Change Manager can also create a “new employee” change request where one of the tasks is providing a fully configured laptop to new employees on the first day they start work at Calbro Services.

NOTE

BMC Remedy Asset Management and BMC Remedy Change Management must be installed to follow this user scenario. If you cannot find the correct CIs in the

Calbro sample data, you must create a laptop CI and add it to the inventory to follow this user scenario. For more information about managing CI inventory, especially if you are adding bulk items, see the BMC Remedy Asset Management

User’s Guide.

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BMC Remedy Asset Management user scenarios

Table 3-10 describes the typical steps involved in this user scenario.

Table 3-10: Purchasing a laptop for a new employee

Role

Configuration administrator

Purchasing agent

Configuration administrator

Actions

Create purchase requisition

Choose Functions > Create

Requisition.

Enter the required requisition details.

Choose Yes for Install Needed.

From the Change Template menu, choose Configure New Computer

(Calbro Services > IT Support >

Service Desk > Configure New

Computer).

Click Select Configuration to make sure there is enough inventory.

Click Check Inventory to view all the items in the inventory.

Select the computer system, and then click View Inventory.

Close the Inventory window.

Click Add to Requisition.

Click Save.

Click Submit for Approval.

Approve the purchase requisition

AR System server as the approver.

Open Approval Central.

Approve the purchase requisition.

Explanation

Allen Allbrook, the manager of the requester is the default approver of this purchase requisition.

Using a change template automatically creates a change request when the ordered laptop is received.

The requester’s manager must approve the purchase requisition.

Note:

If no manager is assigned to the requester, you should assign a manager in the People form. For more information, see the BMC Remedy IT Service Management

Configuration Guide.

After the purchase requisition is approved, a purchase order is automatically created and is ready to be placed with the vendor.

Create the purchase order

Open the Purchasing console.

Set the Search Criteria to Orders to

Place.

View, and then place the order.

Select the Place Order Using web services option, and then save the PO.

Receive the item on the purchase order

Open the Receiving console.

Search for the PO.

Receive a quantity of one (1).

This action automatically creates a new CI. If your system is properly configured, a new change request is also created.

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Table 3-10: Purchasing a laptop for a new employee (Continued)

Role

Purchasing agent

Change Manager

Actions

View the new CI

Open the Asset Management console.

Search for all computers with a status of Received.

Find the laptop CI.

View the CI details.

Click the Financials tab.

View the change request

Search for All Open Changes.

View the change request for the new laptop.

Schedule the change request and perform risk assessment

In the Change form, choose Quick

Links > View Calendar.

Close the calendar when you finish.

Click the Risk Level icon next to the

Risk Level menu.

Define the risk level of the change request.

Create task and add start and end dates

Use the Process Flow Status bar to move the change request through the various stages to the Plan & Schedule stage.

Click the Task tab.

Select the Task Template Request

Type, and then click Relate.

Relate the Install Laptop task template to the change request.

View the task, and then assign it to the task implementer who is part of

Calbro’s Backoffice Support Staff.

Use the Process Flow Status bar to move the change request forward to

Scheduled for Review status.

Enter the scheduled start and end dates.

Move the change request forward to the Implement stage.

Explanation

The original purchase requisition is automatically related to this CI.

Note:

If the purchasing agent does not have access to the Asset Management console, a configuration administrator can view the

CI.

Mary Mann is the Change Manager for

Calbro Services. She views all open Change

Requests in the Manager Console view.

For more information about using BMC

Remedy Change Management, see the BMC

Remedy Change Management User’s Guide.

Mary opens the Change Calendar to see if there are any conflicting change requests or business events.

Although the Risk Level had a predefined value, she can perform Risk Assessment to formalize the Risk Level.

This type of change request is pre-approved and does not require any formal approvals.

Mary creates a task to install or configure the laptop and assigns the task to the task implementer.

When the change request reaches the

Implement stage, the task moves to Assigned status and the task implementer can start working on the task.

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Table 3-10: Purchasing a laptop for a new employee (Continued)

Role Actions

Task Implementer

Execute the task

Open the Change Management

Support console.

Use Actions to select “Set Task as primary table” on the console.

Open and perform the task.

Enter the actual start and end dates, the time spent on the task, and relevant work information.

Change the status of the task to

Closed.

Click Save.

Change Manager

Complete change request

Use the Process Flow Status bar to move the change request forward to

Completed status.

Enter the performance rating and the actual start and end date.

Explanation

Ian Plyment completes the task.

Mary Mann completes and closes the change request. Enter performance rating and start and end dates.

Investigating inaccurate CI data

CI data is used by IT personnel throughout Calbro Services. Configuration administrators use CI data for most tasks. Change managers analyze the CIs and its relationships before implementing changes. Service Desk personnel use CI data to help resolve incident requests and investigate problems. Accurate CI data is important to their work.

Allen Allbrook, a configuration administrator at Calbro Services, thinks that the data for a computer system might be inaccurate. He wants to view the audit history of the CI, so that he can see all the modifications to this computer system during its history. He can investigate why the data is no longer accurate.

Table 3-11 describes the typical steps involved in this user scenario.

Table 3-11: Tracking inaccurate CI data

Role

Configuration administrator

Actions

Check audit history for a CI

Administrator permissions.

Search for the CI.

Select the CI, and click View.

Choose Functions > CMDB Audits.

To see details of a history entry, select the history entry, and click View.

Explanation

Allen Allbrook is the configuration administrator for Calbro Services. Typically, he accesses data stored in BMC Atrium

CMDB from the Asset Management console.

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Scheduling regular maintenance on a network printer

NOTE

Not all data for this example is included with the sample data. You must create the

Asset Maintenance change type template and the network printer CI.

Calbro Services has a high-speed high-volume network printer on each floor of its offices. These printers require maintenance every six months. The configuration administrator, Allen Allbrook, sets up a maintenance schedule for each of these printers.

Allen selects a “network printer maintenance” change template, so that the appropriate change request is started when maintenance is scheduled. Because this is a pre-approved change, no approval is required, and a technician performs the scheduled work.

After completing the maintenance tasks, the technician changes the status of the schedule to completed.

NOTE

BMC Remedy Asset Management and BMC Remedy Change Management must be installed to follow this user scenario.

Table 3-12 describes the typical steps involved in this user scenario.

Table 3-12: Scheduling regular maintenance

Role and task

Configuration administrator

Actions

Create maintenance schedule for network printer

Open the Asset Management console.

Choose Functions > Schedules.

Click New Schedule.

Enter the information required to create the new maintenance schedule:

Schedule Type—Maintenance

Schedule

Name—Network Printer

Maintenance

Frequency and Period—Every six months.

Change Template—Network Printer

Maintenance

Select the network printer.

Select the categorization: Hardware,

Printer, Network

Select the maintenance criteria (for example, Printer as CI Type)

Click Add.

Explanation

Allen Allbrook, the Calbro configuration administrator needs IT personnel to perform maintenance every six months on a network printer. He sets up a maintenance schedule, selects the change template, and selects the network printers.

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BMC Remedy Asset Management user scenarios

Table 3-12: Scheduling regular maintenance (Continued)

Role and task

Technician

Actions

Complete change request to perform maintenance

You receive an alert that a change request is assigned to you (through email, alert, or page).

Open the Change Management

Support Console.

Open the change request.

Relate an ad hoc task to the change request.

Use the Process Flow Status bar to move the change through its lifecycle.

Complete and close the maintenance task during the Implementation stage.

Close the change request.

Indicate that maintenance is complete

Open the Asset Management console.

Search for the network printer CI.

Choose Functions > Schedule.

Select Network Printer Maintenance and click View.

Change the Status field to Completed, and click Save.

Explanation

When the maintenance schedule comes due, the Asset Maintenance change template is used to create the change request. This template assigns the change request to the correct technician and notifies the technician to complete the maintenance every six months.

The technician completes the change request.

For more information, see the BMC Remedy

Change Management User’s Guide.

The technician indicates that the maintenance is complete.

Making sure that scheduled changes to CIs do not impact business services/Scheduling mandatory unavailability for key services

The Finance department at Calbro Services processes payroll checks every

Thursday. Allen Allbrook, the configuration administrator, wants to make sure that neither the payroll server nor the payroll printer are taken down for maintenance on Thursdays. He sets two blackout schedules to accomplish this— these key services are unavailable for maintenance on any Thursday.

The payroll server is having performance issues and needs more memory. When

Mary Mann, the change manager, schedules the change request, she sees that the payroll server is unavailable on Thursday. To prevent conflicts, she creates another unavailable time segment, on Monday instead of Thursday.

The Calbro business process has predefined that this type of change request requires standard approvals to move the project forward.

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NOTE

BMC Remedy Asset Management and BMC Remedy Change Management must be installed to follow this user scenario. If you cannot find the correct CIs in the

Calbro sample data, you must create a server CI and add it to the inventory to follow this user scenario. For more information about managing CIs, see the BMC

Remedy Change Management User’s Guide.

Table 3-13 describes the typical steps involved in this user scenario.

Table 3-13: Scheduling mandatory unavailability for key services

Role

Asset manager

Change manager

Actions

Create unavailability blackout schedules for the payroll server and payroll printer

Open the Asset Management console.

Choose General Functions > Manage

CIs.

Search for the server CI.

Choose Advanced Functions >

Blackout Schedules.

Add a business time segment.

Specify the server CI to be

Unavailable.

Specify Recurring as the Duration

Type.

Specify your daily start and end date and times (for example, End of Day).

Set Weekly Frequency to 1 (every week) on Thursday.

Click Save to create the business time segment.

Finish the time segment.

Explanation

Allen specifies that the payroll server and printer server CIs are unavailable every

Thursday for maintenance. During this blackout, these CIs must not be brought down.

Create change request, using a change template

Choose General Functions > New

Change.

In the Change form, choose Quick

Links > Select Template.

Select the Upgrade Server Hard Drive template.

Enter the required information to finish creating the change request.

Save the change request.

Mary uses a predefined change template that supports the business process and accelerates the change request process. It prepopulates fields on the change request with information.

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Table 3-13: Scheduling mandatory unavailability for key services (Continued)

Role

Change manager

Actions

View calendar and perform risk assessment

Use the Process Flow Status bar to move the request to the Planning In

Progress status.

In the Change form, choose Quick

Links > View Calendar.

In the Change form, click the Risk

Level icon next to the Risk Level menu.

Relate CI to change

Click the Relationships tab.

Search for the server CI.

Specify the Relationship Type as

Upgrades.

Click Relate with Unavailability.

In the Configuration Item

Unavailability dialog box, specify the

Unavailability Type (for example,

Scheduled Full).

Enter the scheduled start and end dates, and then click Save.

Close the CI Relationship Search dialog box.

Search for available times to schedule change request

Click the Dates tab.

Use the Schedule Assist tool to search for available times.

View the times when the server CI is unavailable.

Enter a time duration to upgrade the server.

Enter the available start time.

Click Find Next Avail Time.

Click Schedule Time Segment.

Enter a description for the associated

CI, and click Create Time Segment.

Close the Associate CIs to Time

Segment dialog box.

Click Next.

Enter scheduled start and end date and times.

Click Next.

Explanation

Mary opens the Change Calendar to see if there are any conflicting change requests or business events.

Although the Risk Level had a predefined value, she performs Risk Assessment to formalize the Risk Level.

Mary creates a server CI unavailability that is related to the change request.

Mary finds the next available time to upgrade the payroll server. She schedules the CI unavailability on Monday to avoid conflicts with the Thursday blackout schedule.

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Table 3-13: Scheduling mandatory unavailability for key services (Continued)

Role

Change manager

Change approver

Task implementer

Change manager

Actions

Create unavailability blackout schedules to fix the payroll server

Open the Change Management console.

Choose Advanced Functions >

Manage CIs.

Search for the server CI.

Choose Advanced Functions >

Blackout Schedules.

Add a business time segment.

Specify the server CI to be

Unavailable on some day other than

Thursday (for example, Monday).

Specify the One Time duration type.

Specify the start and end date and times, and click Save.

Finish the time segment.

Use the Process Flow Status bar to move the request to the

Implementation Approval phase.

Approve change request

Open the Install Server Hard Drive change request.

Click the Approvers tab.

Click Approve.

Add server CI to the task and execute tasks

Open the Change Management

Support Console.

Use Quick Actions to set the task as the primary table, and then execute the action.

Open and execute each of the three

Upgrade Server Hard Drive tasks.

Save your work.

Complete change request

Use the Process Flow Status bar to move the request to the Closed stage.

Enter the performance rating and the actual start and end date.

Explanation

Mary creates a blackout schedule to upgrade the server CI.

Allen Allbrook must approve the change to move it forward to the Scheduled status.

Task implementers must complete all three tasks successfully before the change request can be closed.

Mary completes and closes the change request. She enters the performance rating and start and end dates.

104 Concepts Guide

BMC Remedy Change Management user scenarios

The following sections describe at a high-level common BMC Remedy Change

Management user scenarios that you typically encounter as IT support staff. The

Calbro Services sample data is used to illustrate the user scenarios. For more detailed information about how to perform these procedures, see the BMC Remedy

Change Management User’s Guide.

The following user scenarios are provided:

“Adding laptop memory” on page 105

“Upgrading server hardware” on page 108

“Releasing a new software program” on page 112

Adding laptop memory

Joe Unser is an employee at Calbro Services. To improve the performance of his laptop, he needs 3 GB additional memory added. He submits a request to install memory for his laptop.

The Calbro Services business process has predefined that this type of change request does not require the standard Review and Business Approval processes.

Mary Mann, the change manager, schedules and plans the change request. Ian

Plyment, who is part of Mary’s Front Office Support team, implements the change request.

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Table 3-14 describes the typical steps involved in this user scenario.

Table 3-14: Adding laptop memory

Role

User

Change manager

Change approver

Actions

Create service request

Click Create a New Request.

Use the Summary menu to select

Install Hardware.

Enter additional information as needed.

Save your work.

Click Refresh to retrieve the Request

ID.

View change request

Console with change manager permissions.

Use the Defined Searches area in the left navigation pane to view All Open

Changes.

View the Install Hardware change request.

The change manager views all open Change

Requests in the Manager Console view. This type of change request involves minimal risk.

This request is pre-approved and does not require any formal approvals.

Schedule change request

Choose Quick Links > View Calendar to view possible conflicts.

Click the Dates tab in the change request.

Enter the scheduled start and end dates.

Move the change request forward to the next status.

If you reach an approval phase, click the Approvers tab to review the list of approvers.

Approve change request at

Implementation approval phase

As the approver, log in to the IT

Home Page.

Open Approval Central.

Approve the change request.

Explanation

The business user uses the predefined menus to select the appropriate item and enter more information. His selection drives the predefined process to create the Change

Request.

Note:

If BMC Service Request Management is installed, you must create this service request from the Request Entry Console.

The change manager opens the Change

Calendar to see if there are any conflicting change requests or business events. She then schedules the change request.

If approvers are mapped to any approval phases, the change approver must approve the change to move it forward. Otherwise, the change manager can refresh the change request to move it to the next status.

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Table 3-14: Adding laptop memory (Continued)

Role

Change assignee

Actions

Create tasks.

Console.

Use the Defined Searches area in the left navigation pane to view All Open

Changes.

Open the change request.

Use the Process Flow Status bar to move the request to Implementation

In Progress status.

Click the Task tab.

Relate the Install Memory task.

View the task, and make sure it is assigned to the task implementer (Ian

Plyment).

Relate CI to change

Click the Relationship tab in the change request.

Search for the laptop CI and relate it to the change request. Use the Installs relationship type.

Choose Advanced > Collision

Detection to check if there are other change requests scheduled to work on the same CI.

Explanation

The change assignee creates a task to add the laptop memory and assigns the task to the task implementer.

The change assignee relates the CI to the change and runs the Collision Detection tool.

He then creates a task to add the laptop memory and assigns the task to the task implementer.

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Table 3-14: Adding laptop memory (Continued)

Role Actions

Task implementer

Execute task

Open the Change Management

Support Console.

Use Quick Actions to set the task as the primary table, and then execute the action.

View the task.

Change the status of the task to Work in Progress, and click Save.

Enter the actual start and end dates of the task. Optionally, you can enter the time spent on the task, and relevant work information.

Change the status of the task to

Closed.

Click Save.

Change manager

Complete change request

Open the change request.

Use the Process Flow Status bar to move the request to the Closed stage.

If prompted, enter the performance rating and the actual start and end date of the change request.

Explanation

In the Implement stage, the task moves to

Assigned status and the task implementer can start working on the task. When the task implementer finishes the task, its status is set to Closed.

The change manager can now close the change request.

Change manager completes and closes the change request. Enter performance rating and start and end dates.

Upgrading server hardware

Calbro Services has discovered that a mission-critical server is almost reaching capacity. They must replace the current server with a model that has more capacity. Mary Mann the change manager schedules and plans the change request.

Ian Plyment, who part of Mary’s Front Office Support team, then implements the tasks in the change request.

The Calbro business process has predefined that this type of change request requires standard approvals to move the project forward.

Table 3-15 describes the typical steps involved in this user scenario.

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Table 3-15: Upgrading server hardware

Role

Change manager

Actions

Create change request from Atrium

Impact Simulator

Choose Advanced Functions >

Atrium Impact Simulator.

Click Add CI to search for and select

CIs to add to the change request.

Click Simulate Impact to run an impact simulation for the CIs in the table.

To create a new change request, choose Relate to New > Change

Request.

Use change template

In the Change form, choose Quick

Links > Select Template.

Select the Install Server Hard Drive template.

In the Initiate stage of the Process

Flow Status bar, click the arrow and choose Next Stage.

Enter the required information to finish creating the change request.

Save the change request.

Schedule change request and run collision detection

Choose Quick Links > View Calendar to view possible conflicts.

Click the Dates tab in the change request.

Enter the scheduled start and end dates.

(optional) Use Schedule Assist tool to search for available times.

Click Advanced > Collision Detection to view if there are other change requests scheduled to work on the CI at the same time.

Explanation

The change manager runs a simulated impact analysis on the CI. She verifies the devices and applications in the network would be affected if she takes the server offline. Mary then creates a change request from the

Atrium Impact Simulator. The CI is automatically related to the change request.

The change manager uses a predefined change template that supports the business process and accelerates the change request process. It prepopulates fields on the change request with information.

This change template also includes a predefined Task Group template (Upgrade

Server Hard Drive). The Task Group template contain three predefined Tasks

Templates that are individual work items.

The change manager opens the Change

Calendar to see if there are any conflicting change requests or business events. She uses the Schedule Assist tool to schedule the start and end dates. Mary then determines if this change request collides with other changes.

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Table 3-15: Upgrading server hardware (Continued)

Role

Change manager

Change approver

Change manager

Actions

Review task assignments

Click the Task tab in the change request.

Relate the Upgrade Server Hard

Drive task group template to the change request, and then click View to view the details of the task (for example, assignments).

Click View Flow to see a read-only view of the task flow in the task group.

Use the Process Flow Status bar to move the request to the Scheduled

For Review Status.

If you reach an approval phase, click the Approvers tab to review the list of approvers.

Approve change request

As the approver, log in to the IT

Home Page.

Open Approval Central.

Approve the change request.

Move change request forward

Use the Process Flow Status bar to move the request to the Implement stage.

Review then task assignments, and then make any changes necessary.

Explanation

The change manager reviews the task and task assignments. She then views the tasks relates to the change request and makes adjustments if needed. A predefined process is already set up for this type of change, which speeds the planning and process.

Mary sees that Ian Plyment has been predefined as the task implementer assigned to work on this change.

Mary has additional opportunity to review change plans, schedules, and so on.

When the change request reaches the

Implement stage, the task moves to Assigned status and the task implementer can start working on the first task.

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Table 3-15: Upgrading server hardware (Continued)

Role Actions

Task implementer

Execute Backup System task

Support Console.

Use Quick Actions to set the task as the primary table, and then execute the action.

View the Backup System task.

Change the status of the task to Work

In Progress.

Click the Relationships tab.

Search for server CI, and then relate it to the task.

Select Target as the Relationship

Attribute, press Apply, and then press Close.

Enter the actual start and end dates, the time spent on the task, and relevant work information.

Update the status to Closed.

Save and close the task.

Task implementer

Execute Uninstall Hard Drive task

View the Uninstall Hard Drive task.

Update the status, relate the server

CI, and so on.

Save and close the task when you are finished.

Task implementer

Execute Install Hard Drive task

View the Install Hard Drive task.

Update the status, relate the server

CI, and so on.

Save and close the task when you are finished.

Change manager

Complete change request

Open the change request.

Use the Process Flow Status bar to move the request to the Closed stage.

Enter the performance rating and the actual start and end date.

Explanation

The task implementer opens the first task in the task group, relates the server CI to it, and then completes the task.

The task implementer opens the second task, relates the server CI to it, and then completes the task.

The task implementer opens the third task, relates the server CI to it, and then completes the task.

When the last task is closed, the status of the

Upgrade Server Hard Drive task group changes to Closed.

The change manager completes and closes the change request. She enters the performance rating and start and end dates.

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Releasing a new software program

Allen Allbrook the release manager has created a request to release a new version of the new payroll service. This release is composed of two work items to be rolled out during the Deployment milestone:

Install a new server. Allen creates a change request to include in the release manifest.

Train the users on the new payroll service. Since this work item is not a change request that needs to be completed by the Change Management team, Allen instead creates an Activity as part of the manifest.

Depending on how your application administrator has configured phases and exit criteria, the activity and change must be completed in the Deployment milestone before the release request can be closed.

Table 3-16 describes the typical steps involved in this user scenario.

Table 3-16: Releasing a new software program

Role

Release

Manager

Release

Manager

Actions

Create release request

Choose Functions > New Release.

In the Release form, enter the required information to create the release request.

Save the release request.

Explanation

Allen creates a new request to add a new

Payroll Service and would like it by

September 1, 2008. Release starts at the

Initiate milestone. The service will be released in multiple phases.

Create change request

In the Initiate milestone of the Process

Flow Status bar, click the arrow and choose Action > Create a New

Change.

Complete all the required information.

Assign the change to the change manager (Mary Mann).

Relate the Install Server task to the change request.

Save the request.

Assign the activity to the Deployment

Milestone.

Click the Manifest tab to view the change request.

Allen creates a change request to install the payroll service on a new server as part of the release manifest.

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Table 3-16: Releasing a new software program (Continued)

Role

Release

Manager

Release

Manager

Release

Approver

Release

Manager

Actions

Create activity

In the Initiate milestone of the Process

Flow Status bar, click the arrow and choose Action > Create a New

Activity.

Complete all the required information.

Assign the activity to Francie

Stafford.

Save your work.

Assign the activity to the Deployment

Milestone.

Click the Manifest tab to view the activity.

Add start and end dates and run collision detection

Choose Advanced > Collision

Detection to check if there are other change requests scheduled to work on the same CI.

Click the Dates tab in the release request.

Enter scheduled, actual, and deployment start and end dates.

Click Schedule Assist tool to search for available time segments.

Use the Process Flow Status bar to move the release request forward.

If you reach an approval phase, click the Approvers tab to review the list of approvers.

Approve release request at the Initiate approval milestone

Approve the release request.

Move release forward

Use the Process Flow Status bar to move the release request to the

Planning milestone.

Explanation

Allen creates an activity to train employees on the new payroll service as part of the release manifest.

Allen schedules the change request. He then runs the Collision Detection tool to see if there are any conflicting change requests.

If approvers are mapped to any approval phases, the release approver must approve the release to move it forward. Otherwise, refresh the release request to move it to the next status.

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Table 3-16: Releasing a new software program (Continued)

Role

Release

Manager

Activity

Assignee

Activity

Assignee

Activity

Assignee

Activity

Assignee

Release

Manager

Release

Manager

Release

Manager

Actions

Review Calendar

Use the Process Flow Status bar to move the release request to Planning milestone and Status is In Progress.

Choose Quick Links > View

Calendar.

Make sure Release Requests are shown in the calendar.

Close the calendar when you finish.

Click the Dates tab.

Adjust scheduled start and end dates.

Open activity at the Planning milestone

View the assigned activity.

Add work information to activity

In the Activity form, click the Work

Info tab.

Attach Training Plan.

Add tasks to activity

Click Tasks tab.

Relate tasks that are assigned to task implementers.

Add remaining information to activity

Verify assignments.

Click the Financials tab to add training costs.

Click Dates tab to add start and end dates.

Build controlled environment before release goes into production

Use the Process Flow Status bar to move the release request to Build milestone.

Move release forward

Use the Process Flow Status bar to move the release request to Test milestone.

Test the service at the Test milestone

Use the Process Flow Status bar to move the release request to Test milestone.

Explanation

Allen opens the Change Calendar to see if there are any conflicting releases, change requests, or business events.

Activity is routed to the Francie Stafford, the activity assignee.

Francie schedules a training session on how to use the new payroll application.

Francie creates tasks to assign the trainers to train Calbro users in Boston, Tokyo, and so on.

Francie adds financial and scheduling information to the activity.

Allen oversees assembly of CIs needed to create new payroll service.

Allen oversees the release request, and updates information as needed.

Allen oversees the testing of the new service, to make sure that the CIs, IT service, or process meet the specifications and requirements.

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Table 3-16: Releasing a new software program (Continued)

Role

Release

Manager

Change

Manager

Task

Implementer

Change

Assignee

Actions

Deploy release

Use the Process Flow Status bar to move the release request to

Deployment milestone.

Work on change request

Open the change request.

Use the Process Flow Status bar to move the change request to

Implement stage.

Click Tasks tab.

Relate a task to the change.

Assign task to Task Implementer.

Execute task

Open the Change Management

Support Console.

Use Quick Actions to set task as the primary table, and then execute the action.

Open and execute the install server task.

Enter the actual start and end dates, the time spent on the task, and relevant work information.

Change the status of the task to

Closed.

Save your work.

Complete change request

Open the change request.

Use the Process Flow Status bar to move the change request to

Completed status.

Explanation

Phased deployment of the new service can start.

In the Deployment milestone, the change manager works the change request through its stages.

In the Deployment milestone, the task moves to Assigned status and the task implementer can start installing the server.

Ian Plyment the task implementer completes the task.

Mary completes the change request to install the server.

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Table 3-16: Releasing a new software program (Continued)

Role

Activity

Assignee

Release

Manager

Actions

Execute activity

Open the activity.

Click the Tasks tab.

View the status of the assigned tasks.

Change the status of the activity to

Completed when all the training tasks are finished.

Save your work.

Complete the release

Use the Process Flow Status bar to move the release request to Close

Down milestone.

Explanation

In the Deployment milestone, the trainers can start training users at different Calbro locations.

Training task has its own independent lifecycle and continues on its own path. But all tasks must be finished in order for the activity to be completed.

Allen completes and closes the release request.

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Glossary

accelerated depreciation

Any method of depreciation that allows greater deductions in the earlier years of a CI’s life cycle. See also

depreciation

and

configuration item (CI)

access permission

See

permission group

activity system

BMC Remedy ITSM subsystem used in the

Release Management module that provides the capability to assign specific units of work known as activities. An activities has its own status transition lifecycle but does not require approvals.

administrator

See

application administrator

Administration console

See

Application Administration console

application administrator

An individual responsible for the management of the BMC Remedy ITSM applications, including setting up forms, setting access rights for users, and creating configurations.

Application Administration console

The main interface for configuring BMC

Remedy ITSM applications. The console works like a control panel from which administrators can perform common configuration activities and activities specific to different BMC Remedy ITSM applications and modules.

approval

A process that generates electronic signature lines for items that require approval, and tracks who has approved or rejected a given request.

approver

Approvers use BMC Remedy Asset

Management to approve or reject requests for the acquisition of new items and for proposed standard configurations. Approvers use BMC

Remedy Change Management to approve or rejects change requests.

asset manager

See

configuration administrator

assignee

The person assigned the responsibility of working on any of the following activities: change request, incident ticket, problem investigation, known error, solution database entry, and so on.

assignment

Automatically or manually assigning a group or individual the responsibility of resolving an issue or request. BMC Remedy ITSM applications use the Assignment form for group automatic assignment and the

Assignment Engine for individual automatic assignment.

Atrium Explorer

Enables you search for and view a CIs and its relationships.

Atrium Impact Simulator

Helps you to determine how a change to the availability of an item represented by a CI affects other items.

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audit schedule

A schedule used to perform periodic audits that check for differences between the information in the CI database and the CIs that are deployed in the company.

availability service target

A service target that measures the time that an asset or service is available or unavailable.

This service target applies specifically to data that is tracked in an application based on

AR System, such as Asset Management.

blackout schedule

Scheduled times that when a CI is either unavailable for maintenance (must be operational) or is available for maintenance.

BMC Atrium Configuration Management Database

(BMC Atrium CMDB)

An infrastructure built on AR System and used to build data models and define datasets.

book value

The value of a CI equal to the purchase cost minus the accumulated depreciation.

broadcast message

An application feature that enables users to create messages that can be viewed by the entire organization or by users in specific groups.

BSM

See

business service management (BSM)

bulk inventory

Assets that you order in quantity, such as power cables.

bulk items

Items that are not tracked by an individual record for each unit. Bulk items in inventory are tracked by quantities of an item type. For example, items such as cables do not require individual records but rather, one record for a bulk quantity of the specific cable type.

business service management (BSM)

A flexible, comprehensive management approach that links IT resources and business objectives. BSM makes sure that everything IT does is prioritized according to business impact, and enables IT organizations to proactively address business requirements.

CAB

See

change advisory board (CAB)

CCM

See

Change and Configuration Management

certificate group

Consolidates the tracking of license certificates. A master certificate is grouped with individual child license certificates. The

CIs are attached to the master certificates.

License allocation numbers are attached to the child license certificates.

change advisory board (CAB)

A group that advises change management on the implementation of significant changes to the IT infrastructure. This group is often made up of representatives from various IT areas and business units.

Change and Configuration Management

A BMC Remedy Change Management integration with BMC Configuration

Management for Clients that proactively manages both IT and business-driven changes, protects the IT environment, and verifies that the change was successfully performed. It does this by using planning and decision-making data contained in a dedicated BMC Atrium CMDB.

change authority

The name of a group with the authority to approve changes. This group can also be called the Change Advisory Board. See also

change advisory board (CAB)

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change management

As a concept, the process of planning, scheduling, implementing, and tracking changes to the IT infrastructure, or any other aspect of service, in a controlled manner. By using change management, you can implement approved changes with minimal disruption to the business environment.

change manager

A person responsible for filtering, accepting, and classifying all change requests. The change manager is also responsible for planning and coordinating the implementation of the changes. Sometimes known as a change supervisor.

change request

The controlled process for the addition, modification, or removal of approved, supported, or baselined hardware, networks, software, applications, environments, or systems. A change request can involve multiple change activities.

charge-back

The process of charging departments or cost centers for the IT infrastructure required to support its business processes.

charge-back invoice

A detailed list of charges to cost centers, including any charge-back percentage.

charge-back percentage

A percentage used to calculate charge-back costs.

charge-back report

A report used by a cost manager to track information and find entries that might need to be adjusted.

charge-back summary

The total charges made to cost centers, including charge-back percentage. For split cost centers, it also provides information about how charges are allocated for source cost centers and target cost centers.

See

configuration item (CI)

CI unavailability

The downtime of a CI.

CI unavailability record

The time when a CI is either partially or completely unavailable to perform its required function. CI unavailability records can be broadcast or related to other records.

class

Metadata in the BMC Atrium CMDB that defines a type of object, usually a configuration item (CI) or relationship.

client tier

The architecture level where AR System clients operate within the multitier system.

CMDB

See

BMC Atrium Configuration Management

Database (BMC Atrium CMDB)

Company field

A field in BMC Remedy ITSM that controls multi-tenancy. It shows only data for the companies for which you have permission.

See also

multi-tenancy

configuration

Sets of CIs that are required by different groups of people in the company.

configuration administrator

Configuration administrators require an overall view of the CIs for which their support groups are responsible. Some organizations call this role an asset manager.

configuration catalog

A feature of Asset Management that stores your standard configurations (such as a standard desktop, laptop, server, and so on) for management purposes.

configuration item (CI)

An infrastructure component or an item associated with the infrastructure that is (or will be) under the control of configuration management, for example, a Request for

Change. A CI can be complex or simple, large or small. CIs can include entire systems or be a single module or minor component. CIs can also include records of people (users and customers) and locations.

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configuration management

The process of maintaining detailed IT inventory records. It involves identifying and defining the CIs in a system, recording and reporting the status of all CIs and requests for change, and verifying the completeness and

correctness of all CIs. See also

configuration item (CI)

Configuration Management Database

See

BMC Atrium Configuration Management

Database (BMC Atrium CMDB) .

contract

A documented relationship between two parties that identifies details about each party, accounting and budget codes, purchase cost, and expiration dates. For service level management, a contract ties one or more

SLAs, OLAs, or underpinning contracts to the interested parties. The contract also makes it possible to segment and restrict access to the compliance and service target results so that results can be viewed by contract. See also

service level management (SLM)

contract manager

Contract managers are responsible for managing IT contracts. In some organizations, the contract manager also takes on the role of

software asset manager. See also

software asset manager

cost center

An entity tracking cost information within an organization. See also

split cost center

cost management

All of the policies, procedures, and deliverables required to fulfil an organization’s costing and charging requirements.

currency code

The three-letter code that represents a currency type, such as

Dollars.

USD

for United States

dashboard

Web-based, graphical user interface using flashboards where compliance and service target results can be viewed by service level managers, service delivery managers, other IT professionals, and customers or line of

business owners. See also

flashboard

data consumer

An application that works with data in BMC

Remedy ITSM. It might view the data or

modify it. See also

data provider

data provider

An application that loads data into BMC

Remedy ITSM. This is often a discovery application. See also

data consumer

dataset

A logical group of data in BMC Atrium

CMDB. A dataset can represent data from a particular source, a snapshot from a particular date, and so on. The dataset used by BMC products for reconciled production data is named BMC Asset.

decision tree

A step-by-step guide set up by an administrator. It guides the user through a questionnaire and, based on the user’s answers, completes part of the form for a new incident.

declining balance depreciation

A method of calculating depreciation in which

CIs depreciate at a constant rate per year, accelerated by a factor of 150 percent. In this method of accelerated depreciation, 150 percent of the straight-line depreciation amount is taken the first year, and then that same percentage is applied to the undepreciated amount in subsequent years.

See also

double-declining balance depreciation

definitive media library (DML)

A central repository of approved product dictionary entries (PDEs). See also

product dictionary entry (PDE)

dependent change request

A change request that must be completed in sequence, as defined by the change manager.

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depreciation

The loss of an asset’s value resulting from the passage of time.

double-declining balance depreciation

A method of calculating depreciation in which

CIs depreciate at a constant rate per year, accelerated by a factor of 200 percent. In this method of accelerated depreciation, double the straight-line depreciation amount is taken the first year, and then that same percentage is applied to the undepreciated amount in subsequent years. See also

declining balance depreciation

down CI

A CI out of service for repairs or not working.

DML

See

definitive media library (DML)

escalation

A workflow component that searches at specified times or at regular intervals for requests matching a specified condition, and performs specified operations on all matching requests. Escalations are generally used to find records that have exceeded needed business rules or processes, and take appropriate action. They run on the

AR System server.

evergreen contract

A contract that never expires. See also

never ending

federated data

Data linked to a CI in the BMC Atrium CMDB, but stored externally. Federated data might represent more attributes of the CI or related information, such as change requests on the

CI.

flashboard

A real-time visual monitoring tool that shows you the state of your service operations, warns you about potential problems, and collects and shows trend data.

form

A collection of fields in which information is entered and displayed. The collection of fields represents a record of information in the AR

System. AR System administrators can define and change the fields and workflow associated with a form. An AR System application can include many forms.

functional role

A defined role used for notifications and to extend access granted by permission groups.

global

A setting that applies changes or defines certain parameters for all companies in a

multi-tenancy environment. See also

multitenancy

goal

Measurement method that allows you to track the time taken to resolve an issue or track how often an asset or service was available. Goals are used to determine whether service targets are met.

Group coordinator

Group coordinators are responsible for the quality and integrity of the incident management processes and for the work of their support group members. They coordinate the assignment of incident requests to support staff. The group coordinator’s other responsibilities include: monitoring incidents; monitoring open incidents requiring assignment; managing the assignment of incidents to the appropriate support groups for resolution; receiving notifications of incident assignments and escalations; facilitating the resolution of escalated incidents in accordance with the escalation policy; ensuring the resolution of

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Group coordinator (continued)

incidents within the support group’s service targets; ensuring the overall completeness and accuracy of closed incidents; reviewing reports; ensuring that incidents requiring root cause analysis are copied into BMC Remedy

Problem Management; managing support group membership; and managing scripts, templates, and decision trees. Note that group coordinators were formerly known as incident managers.

guest user

Users who have not been configured with login information in the People form. Guest users cannot create change requests.

impacted area

Companies, locations, or organizations affected by changes or updates to CIs.

incident

Any event that is not part of the standard operation of a service and that causes an interruption to or reduction in the quality of

that service. See also

incident management

and

problem investigation

incident management

As a concept, a reactive process typically initiated in response to a customer’s call. The primary goal of the incident management process is to restore normal service operation as quickly as possible and with minimum disruption to the business.

Incident manager

See

Group coordinator

incident matching

A search process in Incident Management that can be used to search for other incidents, problem investigations, known errors, and solution database entries that share some of the same characteristics as the current incident, such as product categorization.

incident owner

The user who records the incident. This user might differ from the current incident

assignee. See also

assignee

Information Technology Infrastructure Library (ITIL)

A set of guidelines for the management and provision of operational IT services.

instance

A record in BMC Remedy ITSM. An instance is an object of a particular class. Both CIs and relationships are considered instances.

inventory

The quantity of CIs available.

ISO currency code

See

currency code

ITIL

See

Information Technology Infrastructure

Library (ITIL)

key performance indicator (KPI)

A data point used to measure whether a performance-monitoring service target meets

its goals. See also

service level agreement (SLA)

known error

A problem that has been successfully diagnosed and for which a temporary workaround or permanent solution to the known error has been identified. See also

problem

and

work-around

KPI

See

key performance indicator (KPI)

License Engine

The License Engine performs the processing for the software license management feature to connect software CIs with license certificates and to calculate compliance. The

License Engine runs as a plugin.

license job

A job that runs on the License Engine. The license job specifies the scope of CIs and license certificates that are processed by the license engine.

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license type

Provides a set of connection rules, which the

License Engine uses to query BMC Atrium

Configuration Management Database (BMC

Atrium CMDB) and select the appropriate CIs to connect to a software license type. Each license type also provides a set of compliance rules, which the License Engine uses to calculate whether the license is in compliance.

See also

software license certificate

life cycle asset management

Managing the life of a CI through its purchase, deployment, and disposal.

maintenance schedule

A schedule used to perform maintenance on

CIs.

master contract

The overarching contract with a company for which you have additional related contracts.

The related contracts can include software licenses, support contracts, and any other type of contract.

multi-tenancy

A feature in BMC Remedy ITSM that uses the

Company field to limit access by individuals.

The Company field can be used to represent a company, business unit, or other group. The

Company field also can be used to control access in a hosted environment. By default,

BMC Remedy ITSM applications operate in multi-tenancy mode. See also

single-tenancy

navigation pane

An area on the left side of consoles that provides links to functionality and links to other programs.

never ending

Term for a contract that never expires. Also known as an evergreen contract.

New Request Wizard

A simple form for requesters to submit service requests. Requesters use the New Request

Wizard interface to submit service requests to

IT, which is the only way to submit a service request from the Requester console.

non-bulk CIs

Stand-alone configuration items, for example, a single server or laptop.

notification

A message sent to a user by workflow.

Notification can be in the form of an alert, email message, or other method using integrations.

OLA

See

operational level agreement (OLA)

On-Duty manager

On-Duty managers take over the responsibility from service owners when the owner is not available to perform the incident escalation handling procedure. In these situations, the on-duty manager decides whether an escalated incident must be resolved by implementing an emergency change, by recovering the affected service at its continuity site, or by continuing the resolution of the incident within the incident management process. See also

Service owner

operational catalog

A feature in which operational categories for service requests are defined.

operational categorization

A three-tier hierarchical representation of operations as defined in the Operational

Catalog configuration form. This categorization is included in records to specify the range of operations to which a record applies.

operational level agreement (OLA)

An internal agreement used to define and track the level of service provided for an IT organization. An example is an agreement between the network management team and the service desk.

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operator

When creating a search, it is one of a number of functions that enable you to define advanced searches or build qualifications.

In the Service Management Process Model, it describes a specific Service Desk role. An operator reviews all new events; correlates each new event with other events and with information regarding planned changes and events; registers an incident request for each event that represents an unplanned service degradation or outage, or that represents the first warning of a future service degradation or outage, and ensures that the incident request information is complete and meaningful; resolves as many of the registered incident requests as possible within the limitations of the granted access rights and time constraints; ensures that the registered incident requests, but which cannot be resolved by the operators, are assigned to the most appropriate group for resolution.

outage

See

CI unavailability

Overview console

A central console for BMC Remedy ITSM applications. The console works like a control panel from which users can access all assigned work and perform their primary activities.

parent/child contract

A parent, or main, contract that has other children, or subcontracts, associated with it.

PDE

See

product dictionary entry (PDE)

peer change request

A dependent change request that can be completed at the same time as another change request.

peer-to-peer

Devices that are on the same level in an organization’s network (for example, two

workstations). See also

notification

permission group

A feature of the BMC Remedy ITSM applications that controls what areas of the application a user can access. Each permission group can access only certain areas of the application. A user can belong to more than one permission group.

problem

The root cause of an incident or potential incident. After a resolution or work-around is identified, the problem becomes a solution database entry or known error. See also

incident

known error

solution database

, and

work-around

Problem coordinator

Problem coordinators are responsible for the quality and integrity of the problem management process. Problem coordinators have full access to problem investigations, known errors, and solution entries assigned to their support groups. Their responsibilities include: reviewing the incident requests that have been related to the services for which they act as the problem coordinator, to help identify problems; ensuring that the problems for which they are responsible, including the ones that have been identified within the

Availability and Capacity Management processes, progress through the problem management process in a timely and prioritized fashion; ensuring that the information entered in the problem investigations and known errors that they manage is accurate and complete; periodically reviewing their problem investigations for which a practical structural solution cannot be found; verifying structural solutions and closing the known errors and problem investigations that they manage. Note that problem coordinators were formerly known as problem managers.

problem investigation

A process that helps an IT organization diagnose the root cause of incidents and potential incidents. It initiates actions that help to improve or correct the situation, preventing the incident from recurring.

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Glossary

problem management

As a concept, a process that identifies the cause of problems and initiates actions that help to improve or correct the situation, preventing an incident from recurring or occurring in the first place. The cause identified by a problem investigation can be documented in a known error or solution database record. See also

incident

known error

solution database

, and

problem

problem manager

See

Problem coordinator

process flow

Shows the progress of a request as it moves through the stages of its life cycle. It does this within a form, such as an incident request. A diagram shows the stages of the process, as indicated by best practices, rooted in ITIL processes. It indicates the current stage and state of the request. The process flow diagram also serves as a wizard, guiding the user through the life cycle.

product categorization

A five-tier hierarchical representation of products as defined in the Product Catalog configuration form. This categorization is included in records to specify the range of products to which the record applies.

product dictionary entry (PDE)

An entry in the Definitive Media Library that represents the master name of a software application. See also

definitive media library

(DML)

reconciliation

A feature in BMC Atrium CMDB that, in addition to other tasks, checks for duplicate CI records using the Reconciliation Engine. A CI record marked by the reconciliation process may be deleted by the application

administrator. See also

Reconciliation Engine

Reconciliation Engine

A component of the BMC Atrium CMDB. The

Reconciliation Engine merges data from different discovery services based on identification and precedence rules.

registered user

A user who has an entry in the People form with an AR System login ID.

relationship

A type of BMC Atrium CMDB class that defines the relationship between two CIs.

release management

As a concept, a process that is responsible for planning, scheduling, and controlling the movement of releases to test and live environments. Release management makes sure that the integrity of the live environment is protected and that the correct components are released.

reminder

A message similar to an AR System notification, except that you can define the content of a reminder and specify when to send it.

request-based service target

A service target that measures how long a process takes, such as the time to respond to or resolve a service desk request, or the time to respond to or resolve a change request.

requester

A person in the organization who needs assistance from the IT support staff. A requester is usually an employee in the organization who needs to have a change implemented or an incident resolved.

Requester console

The front end for the Change Management and Incident Management applications. It provides an easy, user-friendly interface that allows users to quickly submit requests for change or incidents to the two back-end applications, and to view their submitted requests.

residual value

The value you can purchase an item for after its lease expires.

Glossary 125

BMC Remedy IT Service Management 7.5.00

return on investment (ROI)

A method of calculating when the capital cost of implementing a project, product, or service will be recovered through the savings that result from completing the activity. The ROI can be expressed in terms of internal savings, increased revenue from external sources, or some combination of these types of savings.

See also

service level agreement (SLA)

and

service level management (SLM)

ROI

See

return on investment (ROI)

role

A set of responsibilities, activities, and authorizations, usually within the context of a single application or a business system.

Note: Access to BMC Remedy ITSM applications is based on user roles. Depending on your role in the organization—requester, support, management—you work with a different application (or view) on your desktop.

rolling contract

A contract that automatically renews upon expiration.

root cause

The underlying cause of an IT-related problem experienced by a customer.

row level locking

See

multi-tenancy

salvage value

The estimated value that a CI will realize at the end of its useful life. See also

useful life

sandbox dataset

Mechanism that controls how data is updated in BMC Atrium CMDB when the data comes from multiple sources.

BMC Remedy Asset Management is installed with the sandbox dataset set to BMC.ASSET.SANDBOX and the production dataset set to BMC ASSET. See also

dataset

script

Detailed instructions that have been set up by an administrator to prompt users with questions that can assist in resolving or assigning an incident.

service catalog

A list of IT services, default levels, and options.

Service Desk Analyst

Service Desk Analysts are usually first-line support staff. A service desk analyst’s responsibilities include: providing an interface between the service owner organization and its customers; obtaining accurate and complete information from the user when creating the incident request, and doing so efficiently and accurately; resolving as many of their registered incident requests as possible within the limitations of their access rights and their time constraints; ensuring that the incident requests that they have registered, but which they are unable to resolve, are assigned to the most appropriate group for resolution; and validating incident request resolutions with their users. See also

Service owner

service level agreement (SLA)

An agreement between a service provider and its customers or lines of business that formally documents the needs of the customer and makes sure the correct level of service is received from the service provider.

service level management (SLM)

As a concept, the continuous and proactive process of defining, agreeing, monitoring, reporting, and reviewing the performance of

IT services to make sure that adequate levels of service are delivered in alignment with business needs and at acceptable cost.

service manager

A manager who uses Asset Management to create service objects used for interpreting business problems, for example, cost of unavailability of services to a business area.

126 Concepts Guide

Glossary

Service owner

Service owners create and assign incident requests. They also decide whether an escalated incident needs to be resolved by implementing an emergency change, by recovering the affected service at its continuity site, or by continuing the resolution of the incident within the incident management process.

service request

A request for service to the IT organization.

Service requests can be requests for change or requests to resolve incidents that impact the user.

Service Request console

See

Requester console

service target

The individual level of service to achieve. A service target includes terms and conditions, goals, costs, and milestones. Examples of service target goals include incident resolution time of 30 minutes, application response time of 4 seconds, and an application being in a state of “OK.” See also

availability service target

and

request-based service target

single-tenancy

A feature that allows selection of a default company for company fields in BMC Remedy

ITSM. Single-tenancy mode is required to give unknown users access to the BMC Remedy

ITSM Requester console. See also

multitenancy

SLI

See

software library item (SLI)

SLM

See

service level management (SLM)

software asset management

Software asset management is a core component of an overall asset management policy. ITIL in the Software Asset Management

Book defines software asset management as

“all of the infrastructure and processes necessary for the effective management, control and protection of the software assets within an organization, throughout all stages of their lifecycle.”

Software Asset Management console

Designed for software asset managers, this console provides views of software license compliance. From this console, the software asset manager can manager software license certificates and can manage jobs that automatically attach CIs to software license certificates.

software asset manager

Software asset managers are responsible for optimizing software assets and for managing compliance with software license contracts.

They also evaluate usage of software licenses to make sure that the organization is not overpurchasing licenses.

software library item (SLI)

The physical storage locations of the master copy of a software application and its versions.

software license certificate

Indicates the right to deploy software in your environment.

software license compliance

Keeping track of what software your company has and that it has the legal right to use it.

software lifecycle

The software lifecycle comprises stages for negotiation, procurement, deployment, maintenance, renewal, and end of life.

solution database

A repository that stores reusable solutions to customer product problems in an easy-toretrieve format.

solution entry

A reusable solution to a customer product problem. This is stored in the solution database.

Glossary 127

BMC Remedy IT Service Management 7.5.00

Specialist

Specialists are usually second-line and thirdline support staff. They are considered subject matter experts. Their main responsibility is to provide an accurate analysis and a diagnosis of their assigned incident requests to restore service to the affected users. A specialist’s other responsibilities include: resolving incident requests; updating incident requests with relevant information and status changes; escalating incident requests, for which resolutions can be implemented only through the change management process.

split cost center

A cost center that enables a department to split its costs with other departments. For example, a project management group might split its costs with an engineering department and a sales department. The project management department would be a split cost center, and the engineering department and sales department would be target cost centers.

straight-line depreciation

A method of calculating depreciation in which

CIs depreciate at a constant value per year.

The annual depreciation is calculated by subtracting the salvage value of the CI from the purchase price and then dividing this number by the estimated useful life of the CI.

submitter

A person who reports a problem, makes a request, or enters information into a database.

See also

change request

submitter group

One of several special access control groups that the AR System provides. Users automatically belong to this implicit group for requests they have submitted. See also

assignee

sum-of-the-year’s digits depreciation

A method of calculating depreciation in which

CIs lose more of their value early in their lifetime. This method of calculating depreciation of a CI assumes higher depreciation charges and greater tax benefits in the early years of a CI’s life.

task

A unit of work that needs to be completed as a step in implementing a change request, an incident request, or a problem investigation.

In the BMC Remedy Incident Management and BMC Remedy Change Management applications, you can also group a number of activities for requests with a number of actions that need to be completed before the request can be resolved. Your administrator creates task templates and task group templates that you can reuse for the same types of requests. Tasks can be manual or automatic.

task management system (TMS)

A module that is used to create task templates and task group templates. Besides the ability to set up predecessor-successor relationships,

TMS supports branching and multiple task paths as well as the data exchange between activities.

TCO

See

total cost of ownership (TCO)

template

1. A set of predefined criteria or settings that can be used by many agreements or service

targets. See also

service level agreement (SLA)

2. A form set up by an administrator that a user can select to complete an incident ticket or a change request with information consistent with the user’s support group and the type of incident or change request.

terms and conditions

The terms and conditions of a contract. For service level management, the conditions that specify whether a service target should take effect. For example, the terms and conditions could specify that the service target applies only to incidents in which the priority is urgent and the service is email. Or the service target applies only to a specific set of KPIs. See

also

service target

128 Concepts Guide

time-based service target

A service target that measures the time taken, for example, to resolve an incident from the time the incident was reported to the time it was resolved. Any time that falls within the

«Exclude when» qualification is ignored and not measured.

TMS

See

task management system (TMS)

topology

The pattern of links connecting pairs of nodes of a network.

total cost of ownership (TCO)

A method of calculating all expenses associated with a CI over its lifetime. The calculation considers depreciation, maintenance, staff costs, accommodation, and planned renewal.

useful life

The number of years that a depreciable CI is expected to be in use.

wildcard

A character that users can type to represent other characters in a search. For example, in search statements in character fields, users can specify wildcards to match single characters, strings, or characters within a range or set.

work info

A record describing work performed.

work-around

A temporary resolution to an incident, problem, or known error.

workflow

The automated set of business processes used to run a company.

In AR System, workflow automates your company’s processes through the use of active links, filters, and escalations.” (I see that

“escalation” is a glossary entry and it uses the term “workflow” within its definition—the

AR system workflow.

Glossary

Glossary 129

BMC Remedy IT Service Management 7.5.00

130 Concepts Guide

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Index

active links, explained 53

application consoles, explained 28

application licenses, explained 24

Approval Server

described 64

forms 52

AR System Assignment Engine

about 63 described 63

AR System server in ITSM 18 architecture, BMC Remedy ITSM 18

assignment architecture

explained 32 individual assignment 32 support groups 32

Assignment Engine. See AR System Assignment

Engine

Atrium CMDB. See BMC Atrium CMDB

BMC Atrium CMDB

about 64

BMC Remedy ITSM and 9

in BMC Remedy Incident Management 48

BMC education 52

BMC Remedy Approval Server

about 64

BMC Remedy Incident Management 49

integrations 47

licensing model 49

overview 47

permission model 49

BMC Remedy ITSM

about 16 applications, overview 16

architecture 18

customizing 52

features and benefits 17

BMC Remedy ITSM (Continued)

installing and configuring 52

organization explained 21

product suite 9

workflow definitions 53

BMC Remedy Knowledge Management See

Knowledge Management

BMC Remedy Problem Management

integration interfaces 51

known errors 50

Licensing model 51

overview 50

Permission model 51

problem investigations 50

the solution database 51

BMC Remedy Service Desk, design explained 46

BMC SLM 48, 65

BMC Software, contacting 2

CAI

construction phase 57

definition phase 56 described 56

execution phase 57 interfaces 57

permission model, described 58

CAI plug-in interface, described 57

Categorization data structure, explained 31

Command Automation Interface See CAI

company data structure, explained 30

configuring

BMC Remedy ITSM applications 52

field lists 53

consoles

application 28

Overview 28

Requester 47

structures explained 28

Index 131

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

Contract Management module

described 58 interfaces 58 permission model 58

Cost Module

in BMC Remedy Incident Management 48

Cost module

described 58

licensing model 59 permission model 59

customer support 3

customer support website 52, 53

customizing BMC Remedy ITSM 52 customizing BMC Remedy ITSM applications 52

data flow in BMC Remedy ITSM, described 20

data languages 10

definitions, BMC Remedy ITSM workflow 53

Definitive Media Library See DML

design, BMC Remedy ITSM 18

display languages 10

DML

described 59

permission model 60

education, BMC 52

escalations, explained 54

field lists, described 53

fields

selection lists, about 53

table 54

filters, explained 53

Foundation data structures, explained 29–31

functional roles, different from permissions 26

installing BMC Remedy ITSM applications 52

integration model, explained 27

interfaces for integration 49

internationalization 10

Knowledge Management

described 64

Knowledge Management, about 64

Known Error described 50

languages

data 10 display 10

License Engine, described 60

licensing model

application level licenses 24

BMC Remedy Incident Management 49

BMC Remedy Problem Management 51

explained 24 user level licenses 24

links, active 53 lists, field 53

localization 10

multi-tenancy

explained 26 managing multiple companies 26

notification engine, explained 31

Organization data structure explained 30

Overview console, explained 28

People data structure, explained 31

permission groups, predefined 25

Permission model

BMC Remedy Incident Management 49

BMC Remedy Problem Management 51

132 Concepts Guide

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

permissions

common roles 25

different from functional roles 26

explained 24

integrating with external applications 25 predefined permission groups 25

user access using support groups 26

problem investigation module, described 50

product catalog 18

product catalog and the DML 59–60

product support 3

Release Management module, described 63

Requester console

described 60

in BMC ITSM organization 21

with BMC Remedy Incident Management 47

Service Desk See BMC Remedy Service Desk

Service Level Management. See BMC SLM

Service Request Management System See SRMS

Solutions Database, described 51

SRM, about 65

SRMS framework, about 61

support groups

data structure, explained 31

user access 26

support website 52, 53

support, customer 3

table fields, explained 54

Task Management System See TMS

technical support 3

TMS

described 62

installed with Change Management 40 integrated with Change Management 40

permission model 62

with BMC Remedy Incident Management 48

use scenarios

adding laptop memory 105

assigning incident request to specialist 71

change request from a problem investigation 77

change request roll back 85

emergency change request 73

first call resolution 69

investigation inaccurate CI data 99

problem investigation at impasse 89

problem investigation without a change request 82

purchasing a laptop 96

purchasing software and assigning a license 93

releasing new software 112

scheduling CI changes without impact 101

scheduling regular maintenance 100

upgrading server hardware 108

user licenses 24

web services interface, described 57

websites

BMC education 52 customer support 52, 53

with BMC Remedy Incident Management 48

work info model, explained 27

workflow definition documentation, location 53 workflow definitions for BMC Remedy ITSM 53

Index 133

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

134 Concepts Guide

*95688*

Источник

Technical Bulletin

BMC Remedy Action Request SystemVersion 7.5.00December 15, 2011Patch 008

BMC Software is alerting users of version 7.5.00 of the BMC Remedy Action Request System (BMC Remedy AR System) product to the availability of a patch that provides fixes for various known issues. If you have any questions about the patch, contact BMC Software Customer Support at 1 800 537 1813 (United States or Canada) or call your local support center.

This document provides the following information about patch 008:

Procedure for downloading the BMC Remedy AR System suite installer and the individual files updated in the patch

Details of each feature updated in the patch:

Resolved issues and known issues

Important notes and recommendations

Manual upgrade procedures and updated files with source (FTP patch download folders) and destination (installation folders) locations

NOTE You can upgrade BMC Remedy Developer Studio, BMC Remedy Data Import, and BMC Remedy User only by using the patch installer. Therefore, manual upgrade procedures and updated files are not listed for these features.

TIP For the features that you can upgrade manually, see the complete list of files updated between version 7.5.00 and patch 008 in “Cumulative lists of updated files” on page 107.

225426225426

*225426*

Patch 008

BMC Remedy AR System patches are cumulative. This document contains update details and resolved issue descriptions for all earlier patches, but does not contain the following information for those patches:

Procedure to download the BMC Remedy AR System suite installer and updated files (because this procedure does not change for every patch)

Manual upgrade procedures and updated files, where applicable

Known issues (all known issues are described in the section for the most recent patch)

For specific information, see the relevant patch document.

Patch 008The following features were updated in this patch:

BMC Remedy AR System suite installer (page 6)

BMC Remedy AR System server (page 10)

BMC Remedy Approval Server (page 25)

BMC Remedy Assignment Engine (page 30)

BMC Remedy Data Import (page 30)

BMC Remedy Developer Studio (page 31)

BMC Remedy Email Engine (page 33)

BMC Remedy Flashboards (page 38)

BMC Remedy Mid Tier (page 38)

BMC Remedy User (page 42)

BMC Remedy Flashboards was last updated in patch 004. To upgrade to its latest version, download patch 004 and install this feature. See “BMC Remedy Flashboards” on page 76.

2 Technical Bulletin December 15, 2011

Patch 008

Downloading the patchDepending on your requirement, use one of the following procedures to download the patch 008 files.

To download the patch installers from the EPD website

1 Create a directory in which to place the downloaded files.

NOTE On Windows computers, ensure that the directory is only one level into the directory structure. The EPD package creates a directory in the temporary directory when you extract the files, and the directory that contains the installation image should not be in a directory deeper than two levels into the directory structure.

2 Go to https://webapps.bmc.com/signon/content/logon.jsp.

3 Enter your user ID and password, and click Submit.

4 Click Download Product.

5 On the Export Compliance and Access Terms page, provide the required information, agree to the terms of the agreements, and click Continue.

6 If this is the first time you are accessing this site, create an EPD profile; otherwise, skip to step 7:

a Under Localized Languages, select the language for the patch release.

b Under Install Platforms, select the platforms to download for the patch.

c Click Save Profile.

7 Verify that the correct profile is displayed for your download purpose, and select the Product Patches tab.

8 Locate the product patch:

a Locate the product name and expand its entries to show the available version numbers.

b Expand the version number to show the available patches.

c Select the check boxes next to the patches and documents to download.

9 To download the selected items, click Download (FTP) or Download Manager:

Download (FTP) places the selected items in an FTP directory, and the credentials and FTP instructions are sent to you in an e-mail message.

Download Manager enables you to download multiple files consecutively, and to resume an interrupted download if the connection drops.

This method requires a one-time installation of the AkamiNetSession Client program on the target computer and is usually the faster and more reliable way to transfer files. A checksum is used to verify file integrity automatically.

BMC Remedy Action Request System Version 7.5.00 3

Patch 008

To download the patch installers and updated files from the Customer Support website

1 Go to http://www.bmc.com/support.

2 In the left pane of the BMC Support Central page, click Downloads and Patches.

3 In the Product Patches area of the Product Downloads, Patches, and Fixes page, click the Patch Download link.

4 On the Login page, enter your login name and password, and click Submit.

5 On the Patch Downloads for BMC Remedy Products page, search for the appropriate patch as follows:

a In the Product list, select AR System.

b In the Version list, select 7.5.

c Click Search.

d In the table at the top of the page, select patch 8.

e Click Download Patch.

6 From the FTP window, copy the appropriate files to your system.

To upgrade by using the patch installer, download and use the compressed installer files that are present in patchDownloadDir/installers.

WARNING If you uncompress ARSuiteKitWindows.zip, ARSuiteKitClientWidnows.zip, or ARSuiteKitDeveloperWindows.zip by using the Extract to here option, all subfolders and files are extracted under the Disk1 folder at the current location. If you run the installer from this folder, the installation process stops responding midway and cannot finish. To avoid this issue, uncompress the file by using the Extract to folder folderName option, and then run the installer from the Disk1 folder within folderName.

To upgrade by using the file replacement method, locate and download the individual files for each feature in the corresponding directories (for example, midtier, server, and so on).

Applying the patch to an earlier installationWhen upgrading to a patch for BMC Remedy AR System 7.5.00, remember the following caveats:

If you previously installed any features by using the original BMC Remedy AR System 7.5.00 installer, the check boxes for these features are automatically selected when you run a patch installer. If you leave the check boxes selected, the features are upgraded to the patch being applied. If you clear the check boxes, the features are not upgraded, but they remain on your computer.

4 Technical Bulletin December 15, 2011

Patch 008

If you install any features by using a patch installer (instead of the release 7.5.00 installer), and then you use that patch installer again to install another feature on the same computer, the check boxes for the previously installed features are selected. These features are not re-installed, but the installer checks for missing files and restores them if necessary.

If you plan to use Microsoft SQL Server authentication for your AR System server installation, make sure that the SQL Server database login password meets your Microsoft Windows password policy requirements.

NOTE For patch 008, all features on the BMC Remedy AR System suite installer screen are designated as updated for patch 008. This patch might not include resolved issues for some features, but their binaries were updated due to dependencies on other features. The time stamps for such binaries differ from those delivered in the previous patch. BMC Remedy Flashboards is such a feature being delivered in patch 008.

To upgrade by using the patch installer

Run the appropriate BMC Remedy AR System installer as described in the BMC Remedy Action Request System 7.5.00: Installation Guide, which is henceforth referred to as the Installation Guide. (For detailed information, see the “Running the installers” and “Installation worksheets” chapters.)

You can update a specific feature or all features with the installer.

NOTE The BMC Remedy AR System suite installer does not accept a fully qualified host name for the BMC Remedy AR System server name alias. Enter only a valid server alias. This was documented as a known issue (SW00321299) in patch 001. However, it is by design, and is not an issue.

TNS_ADMIN check in the suite installer

By default, the Oracle® Database Net Services configuration files are located in the OracleHomenetworkadmin directory. To change the default location, you can set the TNS_ADMIN environment variable to the appropriate value (for example, OracleBaseOracleHometestadmin).

The BMC Remedy AR System suite installer accepts the value of the Database Client Home Path field only for UNIX® platform installations. If the installer does not find the tnsnames.ora file in dbClientHomePathnetworkadmin or in the directory specified in TNS_ADMIN, it prompts you to enter the path in the AR System Server Database Information panel. If you provide a valid path, the installer sets the TNS_ADMIN environment variable in the arsystem.sh script.

NOTE For the BMC Remedy AR System suite installer to consume the tnsnames.ora file, the user who runs the installer must have Read permissions on that file.

BMC Remedy Action Request System Version 7.5.00 5

Patch 008

To upgrade by using the file replacement method

To upgrade a specific feature by using the file replacement method, see the relevant manual upgrade procedure in this document.

If you use the file replacement method to apply the patch, the following issues occur in the SHARE:Application_Properties form:

The version string is not updated with the patch ID for the BMC Remedy AR System server.

Manually updating the version string might introduce problems or have an adverse effect when you install BMC Remedy IT Service Management (ITSM) applications.

Patch strings are not created or updated for BMC Remedy Approval Server and BMC Remedy Assignment Engine.

To avoid these issues, BMC recommends that you use the appropriate BMC Remedy AR System installer to apply the patch.

BMC Remedy AR System suite installerThis section describes the issues that were resolved in patch 008 and the issues that remain open.

Resolved issueTable 1-1 describes the issue with the BMC Remedy AR System suite installer that was resolved in patch 008.

Table 1-1: Issue resolved in patch 008 for the BMC Remedy AR System 7.5.00 suite installer

Issue ID Description

SW00374607 BMC Remedy AR System installer did not implement the correct web.xml file on Windows if SAP® Crystal Reports® Server XI was found on the same computer.

6 Technical Bulletin December 15, 2011

Patch 008

Known issuesTable 1-2 describes issues with the BMC Remedy AR System suite installer that remain open in patch 008.

Table 1-2: Known issues in the BMC Remedy AR System 7.5.00 patch 008 suite installer (Sheet 1 of 2)

Issue ID Description

SW00314822SW00317773

If you try to upgrade a BMC Remedy AR System server installation on the IBM® DB2® database with the Overwrite option, the following message appears:You have selected Overwrite, but other users are connected to this database databaseName. To continue the installation, close all connections to this database.

To continue the installation, perform the following tasks:

1 Stop all BMC Remedy AR System services.2 Disconnect users from BMC Remedy AR System database3 Navigate to the previous installation panel, and continue.

SW00315741SW00322969

If you are installing BMC Remedy AR System on a computer that is running the Oracle Solaris operating system and a Sybase database, apply the Sybase database server 15.0.2 patch EBF 15093 ESD#2, or the installation fails.

SW00318648 An attempt to upgrade the BMC Remedy AR System server from version 6.3.00 to 7.5.00 on DB2 might fail if the vendorName column of the schema_vendor table has a width of 255.

Note: See “AR System server” on page 47.

SW00319018 While installing BMC Remedy AR System 7.5.00 patch 001 with IBM Informix®, you might encounter the following error message in the arerror.log file:“Column (%s) not found in any table in the query (or SLV is undefined). (Informix-217)”You can ignore this error because the missing columns are created later in the installation process.

SW00324771 When you upgrade a BMC Remedy AR System server from 7.1.00 patch 006 to 7.5.00 patch 002 on IBM AIX®, the ARERR 8756 error is written to the arerror.log file.You can ignore this error because it does not impact the upgrade and the process completes successfully.

SW00324868 If you install BMC Remedy AR System server 7.5.00 with BMC Remedy Approval Server, BMC Remedy Assignment Engine, and BMC Remedy Email Engine, and then you upgrade these features to 7.5.00 patch 001, the /opt/bmc/ARSystem/AREmail/emaild.sh start line is commented out in the armonitor.conf file.Workaround: Remove the hash mark (#) to uncomment the /opt/bmc/ARSystem/AREmail/emaild.sh start line. Then, restart BMC Remedy AR System or start the email engine manually.

SW00325436 If you upgrade to BMC Remedy AR System 7.5.00 patch 001, the following messages might appear in the arerror.log file:390695 : An error has occurred while loading a plug-in. (ARERR 8756)/usr/ar/headman/bin/libwebservice.sl: Exec format errorYou can safely ignore these messages because the libwebservice.sl plug-in (which the C plug-in server hosts) is replaced by its Oracle Java equivalent later in the installation.The messages do not occur during the subsequent restarts of BMC Remedy AR System, and the functionality is not impacted.

BMC Remedy Action Request System Version 7.5.00 7

Patch 008

Workaround for upgrade failure on DB2Upgrading the BMC Remedy AR System server on DB2 might fail if you upgraded BMC Remedy AR System from version 6.3.00 to 7.0.01, then upgraded to 7.1.00, and then attempted to upgrade to 7.5.00.

You can fix the problem manually by running the following SQL statements:

Drop index schema_vendor_indalter table schema_vendor add column vendorNametemp varchar(254)REORG TABLE SCHEMA_VENDORupdate schema_vendor set vendorNametemp=substr(vendorName,1,254)alter table schema_vendor drop column vendorNamealter table schema_vendor add column vendorName varchar(254)REORG TABLE schema_vendorupdate schema_vendor set vendorName=vendorNametempalter table schema_vendor alter column vendorName SET NOT NULLALTER TABLE SCHEMA_VENDOR DROP column vendorNametempREORG table schema_vendorCREATE UNIQUE INDEX schema_vendor_ind ON schema_vendor (schemaId) CLUSTER

DB2 might return the following error after running some alter statements:

SQL0668N: Operation not allowed for reason code “7” on table “ROOT.SCHEMA_VENDOR”. SQLSTATE=57016,

Use the REORG table tableName statement to correct this issue. This error might not occur all the time.

SW00341092 The suite installer for BMC Remedy AR System 7.5.00 patch 002 does not recognize an existing BMC Remedy AR System installation on DB2.

Note: This was incorrectly reported as a resolved issue in the BMC Remedy AR System 7.5.00 Patch 004 Technical Bulletin. See “Installation issues on DB2” on page 9.

SW00346594 The Installation Guide does not mention the permissions required for the aradmin user when pre-creating DB2 databases.

Note: See “Corrections in the Installation Guide” on page 10.

SW00353622 When you upgrade from BMC Remedy Mid Tier 7.5.00 patch 003 to patch 004, exceptions are written to the Apache Tomcat logs, which indicate that the existing mid tier cache directories were not deleted.Workaround: Delete the cache folders manually after the upgrade and restart Tomcat.

SW00376291 When you upgrade a BMC Remedy AR System server from 7.0.1 patch 011 to 7.5 patch 008, the upgrade completes with the following message in the arsystem_install_log.txt file:Error encountered while checking for duplicate records in database table user_cacheThis is a known issue with the IBM Informix JDBC, which is described at: http://www-01.ibm.com/support/docview.wss?uid=swg1IC61014&myns=swgimgmt&mynp=OCSSGU8G&mync=R.

Table 1-2: Known issues in the BMC Remedy AR System 7.5.00 patch 008 suite installer (Sheet 2 of 2)

Issue ID Description

8 Technical Bulletin December 15, 2011

Patch 008

Installation issues on DB2SW00341092 notes the following installation issues on DB2:

DB2 tablespace privileges: It is possible to upgrade BMC Remedy AR System 7.1.00 to 7.5.00 with a remote DB2 installation by migrating the production database instance into a TEST environment without providing the tablespace privileges for the specific BMC Remedy AR System database user.

The BMC Remedy AR System 7.1.00 installer provides tablespace privileges, and expects that the Syscat.tbspaceauth table has specific grantee privileges for the BMC Remedy AR System database user name. No manual steps need to be performed for granting tablespace privileges. However, if the DB2 instance is being migrated to a different computer or environment, you must explicitly provide the tablespace privileges.

The syntax for creating tablespace privileges is as follows:

GRANT USE OF TABLESPACE tableSpaceName TO USER db2UserNameProvidedDuringInstallation “tableSpacesUsedByARSystemServerInstallation”

The BMC Remedy AR System server might not start due to the LD_PRELOAD=/usr/lib/libumem.so environment variable entry in the armonitor.conf file. This entry references 32-bit libraries, and the installer does not add this entry during installation.

BMC Remedy AR System 7.5.00 provides 32-bit and 64-bit programs on all UNIX platforms. The 64-bit programs cannot load 32-bit libraries (and 32-bit programs cannot load 64-bit libraries), so if you use the LD_PRELOAD environment variables to preload libraries, make sure that they are compatible with 32-bit and 64-bit programs.

For example, if in a BMC Remedy AR System server installation on Solaris, the armonitor.conf file contains a line like Environment-variable: LD_PRELOAD=/usr/lib/libumem.so, the BMC Remedy AR System server will not start because it is a 64-bit program and /usr/lib/libumem.so is a 32-bit library.

A simple solution is to remove the directory part of the preload file name:

Environment-variable: LD_PRELOAD=libumem.so

The dynamic linker can find the correct version of the library for both 32-bit and 64-bit programs.

The Solaris and Linux® platforms provide alternative forms:

LD_PRELOAD_32—Affects only 32-bit dynamic linking; if this variable is set, the 32-bit dynamic linker ignores LD_PRELOAD.

LD_PRELOAD_64—Affects only 64-bit linking; if this variable is set, the 64-bit dynamic linker ignores LD_PRELOAD.

BMC Remedy Action Request System Version 7.5.00 9

Patch 008

Environment variables are inherited from parent processes. Therefore, if the LD_PRELOAD variables are set in the process that starts BMC Remedy AR System (a shell, if you start manually, or a system startup script), these might interfere with the precise operation. As an installation prerequisite, ensure that these variables are either set correctly or not set at all.

Corrections in the Installation GuideAs the last step of pre-creating the necessary DB2 databases, you need to grant the created tablespaces permissions for the aradmin user—for example:

GRANT USE OF TABLESPACE ARSystem TO USER DB2DatabaseUserLoginProvidedDuringARSystemInstallation WITH GRANT OPTIONGRANT USE OF TABLESPACE ARSystem_AR_32KB TO USER DB2DatabaseUserLoginProvidedDuringARSystemInstallation WITH GRANT OPTION

This information will be available in the Installation Guide for the next BMC Remedy AR System release.

BMC Remedy AR System serverThis section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 008.

Resolved issuesTable 1-3 describes issues with the BMC Remedy AR System server that were resolved in patch 008.

Table 1-3: Issues resolved in BMC Remedy AR System server 7.5.00 patch 008 (Sheet 1 of 4)

Issue ID Description

SW00340119 XML form definition file did not contain the Length-Units tag for character field

SW00340892 The database consistency checker did not provide complete information about the object name and action when the object’s property was corrupted.

SW00343638 When the Match Qualification attribute was specified in a distributed mapping XML file, importing the DSO Mapping using the XML file failed.

SW00352749 Even though an error handling filter was executed while modified data was being saved, the data was saved successfully.

SW00355502 The AR System Current License Usage form did not track the release of a floating license after the license timed out.

SW00360281 In the total count of executed filters also, BMC Remedy AR System server considered the disabled filters and failed qualification filters.

SW00363338 Even when the qualification failed, DSO matched the request IDs and updated the record, instead of creating a new record.

SW00369982 BMC Remedy AR System server did not identify the 400, 800, and 1200 years as leap years and displayed only 28 days for the February month in the calendar.

10 Technical Bulletin December 15, 2011

Patch 008

SW00370869 When you created filters using keywords, such as $SERVER$, $DATE$, and $SCHEMA$ in BMC Remedy Developer Studio, the keywords did not convert into their corresponding values, such as server name, date, and the form name.

SW00372982 An issue with calculating the next valid date and time for the data collection in flashboards resulted in high CPU usage.

SW00373072 After you created a new record, when you opened and modified the status through a workflow SetField action, the value of the Status field did not change.

SW00373470 The plug-in name or alias name was not mentioned in the plug-in timeout messages in the arapi log files.

SW00375191 If you used an external table that had a hyphen (-) in the field names while you were creating a view, the ARERR 552 error occurred during data entry in the table.

SW00375426 BMC Remedy Approval Server terminated when a plug-in (AREA LDAP or ARDBC LDAP) tried to connect to the LDAP server.

SW00375440 All getMultipleXXX Java API calls resulted in the outofmemoryError exception.

SW00376324 BMC Remedy AR System server termination errors appeared in the arerror.log file during SetEntry operation.

SW00377001 When you logged on to BMC Remedy User as a user with a read license and performed any activity, the User log file displayed meaningless characters.

SW00377058 The Image option was not available under the Server Events tab on the Server Information page.

SW00377129SW00377947

In a server group environment, if a server running the escalation operation sent the operation to a higher ranked server, the escalation thread did not properly release the definition cache before the termination.

SW00377504 Web services consumption did not handle responses that contained user name tokens.

SW00379093 BMC Remedy Administrator did not allow you to rename a form and the ARERR 402 error occurred.

SW00379382 On the Oracle database, BMC Remedy AR System server terminated due to stack overflow with filter stacking.

SW00379655SW00378528

Web services was picking the time out value from the Server-Plugin-Default-Timeout option in the ar.conf file, instead of using the time out parameter in the plungsvr_config.xmlfile.

SW00379969 Memory leakage occurred when you retrieved data from a form that had a Computed Group List field (reserved field number 119) on it.

SW00380213 Output Mapping did not work for the Service filter action when the form name to use with the action was determined at run time and stored in a variable.

SW00380643 When you executed the Service active link action on forms, the ARERR 2 error occurred.

SW00381028 When you reopened an Active Link qualification in BMC Remedy Developer Studio, the qualification changed and displayed the field from the primary form instead of the secondaryform.

SW00381265 When the LicenseReport file contained a corrupted host name, the license report and the license count displayed incorrect data.

SW00382372 A delay in API calls resulted in performance problems.

SW00382538 BMC Remedy AR System web services did not log out users and caused memory leakage.

Table 1-3: Issues resolved in BMC Remedy AR System server 7.5.00 patch 008 (Sheet 2 of 4)

Issue ID Description

BMC Remedy Action Request System Version 7.5.00 11

Patch 008

SW00382737 BMC Remedy AR System server did not import individual field definitions, and the ARNOTE 20 error occurred.

SW00384751 The arapi.log file did not display the time stamp correctly.

SW00387015 The execution of the Service actions triggered even those filters that did not have the Execution On condition of the service.

SW00387144 During server startup, if a Java API call was executed, the API did not return.

SW00388088 The arserverd process failed when the qualification was greater than 70000 characters in the Application-Parse-Qual active link.

SW00388537 When you had configured multiple active directories, you could not log on to the BMC Remedy AR System server and the ARERR 93 error occurred.

SW00390838 When you imported data into a server running the Japanese locale, incorrect characters appeared for the ? and ? (01 ward in JIS X 0208) characters.

SW00391153 When you executed an active link having the COLSUM function in a locale that uses comma as a decimal symbol, the ARERR 8735 error occurred.

SW00392025 BMC Remedy AR System server terminated if the XMLSetEntry API call with query returned more than one matching record via the SOAP UI when the set options type attribute was set to setAll.

SW00392339 The license usage report did not count the floating licenses that were in use.

SW00392431 If logging was enabled when BMC Remedy AR System server was running, you could not move, rename, or delete core log files, such as API, Esc, Filter and SQL.

SW00392509 While updating the AR System Current License Usage form, AR System server returned ARNOTE 20 and terminated.

SW00392971 During license timeout, license records were created on the AR System Current License Usage form even when the license tracking was disabled, causing performance issues.

SW00394744 If more than 50 active user threads were holding a cache, the BMC Remedy AR System server failed when the threads began to release the cache.

SW00395854 The audit changes to the attachment fields were not tracked in the Audit form.

SW00396168 Even if you cancelled the previous bulk transaction by using the AR_BULK_ENTRY_ACTION_CANCEL option, the following error occurred:ERROR (9710): Bulk entry transaction already in progress

SW00396894 If a service action was defined in an active link and the schema name contained a non-ASCII character (for example, Japanese character), errors 194 and 402 occurred during data import.

SW00396952 BMC Remedy AR System 7.5 libraries exported the EVP_DecryptInit method, which conflicted with opensssl library.

SW00397135 When the encrypted password field was included in the MergeEntry API call, the API failed.

SW00397783 The ARERR 1904 error occurred when you executed Crystal Report using BMC Remedy User 7.5 Patch 007.

SW00399089 On a Unicode server, the data dictionary menu did not respond when data sources were created in BMC Service Level Management.

SW00399096 BMC Remedy AR System server incorrectly formatted universal addresses, causing the rpcbind process to register port mappings incorrectly.

SW00400704 When the web server was heavily loaded, sometimes the web service returned data for the input mapping instead of the output mapping.

Table 1-3: Issues resolved in BMC Remedy AR System server 7.5.00 patch 008 (Sheet 3 of 4)

Issue ID Description

12 Technical Bulletin December 15, 2011

Patch 008

Known issuesTable 1-4 describes issues with the BMC Remedy AR System server that remain open in patch 008.

SW00401728 ARNOTE 20 occurred due to heap corruption or memory overwrite.

SW00405335 When you performed a Save As action on a BMC Remedy ITSM form, such as HPD:HelpDesk, to create a copy of the form, only the core fields were copied to the new form.

SW00409796 You could not trace the status of the long-running escalations in the Thread log and the escalation elapse time in the escalation log files.

SW00410292 BMC Remedy AR System server did not respond when a web service SetEntry call was made with no schema name.

SW00415481 When you performed a search on the Oracle database, BMC Remedy AR System server executed unnecessary SQL statements to get the count of the number of entries that matched the search.

Table 1-3: Issues resolved in BMC Remedy AR System server 7.5.00 patch 008 (Sheet 4 of 4)

Issue ID Description

Table 1-4: Known issues in the BMC Remedy AR System 7.5.00 server (Sheet 1 of 2)

Issue ID Description

None The default user data limit in AIX is inadequate to start the BMC Remedy AR System server.

Note: See “BMC Remedy Approval Server” on page 51.

SW00320549 Due to issues with some versions of Informix, if you enable shadow passwords on UNIX, you might not be able to log on to the Informix server by using dbaccess.For more information about this Informix issue, go to http://www-01.ibm.com/support/advsrch.wss?rs=0&loc=en_US&cm_re=masthead-_-supdl-_-search, and enter a search for “error 952 shadow.”

SW00321513 In a Unicode or non-Unicode BMC Remedy AR System installation with different locales, the BMC Remedy AR System server loads only the views of the current computer locale for all system forms (for example, Business Time forms).Workaround: You can manually load the system form views for different locales by importing them.

SW00321985 When you run the BMC Remedy AR System 7.5.00 suite installer on AIX, the server might not be able to launch and run normally because it cannot allocate enough memory. The server might report malloc errors in the arerror.log file and eventually crash. This failure is due to a data size limitation imposed by AIX.

A hard limit—An absolute maximum; the process cannot exceed it.A soft limit—A limit that can be set lower than its corresponding hard limit; the process can adjust its soft limit to any value up to the hard limit.

AIX systems describe the initial limits in a file called /etc/security/limits. On some systems, the default soft limit values are too low to run BMC Remedy AR System and must be adjusted upward.Workaround: Increase the data size limit in the /etc/security/limits file on the AIX server. BMC recommends allowing arserverd to grow to at least 4 GB. For more information, see your AIX server documentation.

BMC Remedy Action Request System Version 7.5.00 13

Patch 008

Corrections in the Configuration GuideThe section lists the corrections or updates to the BMC Remedy Action Request System 7.5.00: Configuration Guide (henceforth referred to as the Configuration Guide) to resolve certain documentation issues. These changes will be included in the document for the next BMC Remedy AR System release.

SW00329976 The Configuration Guide incorrectly states that you need to restart the BMC Remedy AR System server to make the development or production cache mode setting take effect.

Note: See “Corrections in the Configuration Guide” on page 14.

SW00334615 In BMC Remedy AR System 7.5.00 for UNIX, arserverd is the only 64-bit binary; the others are 32-bit. Therefore, other binaries might have dependencies on some 32-bit operating system libraries.

SW00344767 Class Manager and Service Catalog are not visible in BMC Atrium CMDB for the Demo user because computed groups do not appear in the Computer Group List.Workaround: (UNIX only) Users need to update any one of the missing groups. An update could be simply adding a space character to a field, to enable the Save button. This action refreshes all the missing groups for the Demo user.

Note: This defect was resolved as SW00337398 for Windows only.

SW00379105 The Form and Application Objects Guide states the following about creating a Search Menu object:“The Value Field menu, which is a Character field, displays only the first 255 bytes of each field value.”This statement is incorrect.The maximum length of this field is 255 bytes, of which one byte is reserved for the terminating NULL () character. Therefore, in case of locales that use single-byte characters, this field displays 254 characters. In case of locales that use multi-byte characters, this field displays the maximum number of characters that fit into 254 bytes. For example, if your locale uses double-byte characters, the View Field menu displays only 127 characters.

SW00397860 The Configuration Guide provides incorrect description for the ARDBC-LDAP-Chase-Referrals option present in the ar.conf file. For the correct information, see “Updated description for ARDBC LDAP referral chasing option” and “New option to control AREA LDAP referral chasing.”

SW00409015 The Configuration Guide provides incorrect description for the Authentication-Chaining-Mode option present in the ar.conf file. For the correct description, see “Updated description for Authentication-Chaining-Mode option”.

Table 1-4: Known issues in the BMC Remedy AR System 7.5.00 server (Sheet 2 of 2)

Issue ID Description

14 Technical Bulletin December 15, 2011

Patch 008

Updated description for ARDBC LDAP referral chasing option

Following is the correct description for the ARDBC-LDAP-Chase-Referrals option:

New option to control AREA LDAP referral chasing

You can use the following new option in the ar.conf file to disable the referral chasing by LDAP clients. Note that you must manually add the option in the ar.conf file.

Option Description

ARDBC-LDAP-Chase-Referrals

Flag that enables automatic referral chasing by LDAP clients. Values are

T-Referrals are chased. Referral chasing is performed by the active directory serverF-(Default) Referrals are not chased. Referral chasing is performed by the AREALDAP plug-in using the third party LDAP library.

This option is for Microsoft Active Directories only.

Option Description

AREA-LDAP-Disable-Referral

Flag that disables all referral process by AREALDAP plug-in. Values are

T-Referrals are disabled.

Note: This overrides AREA-LDAP-Chase-Referral setting.

F-(Default) Referrals are not disabled.For information about how the referrals are processed, see AREA-LDAP-Chase-Referral.The referral option is for Microsoft Active Directories only. When connecting to a non-Microsoft Active Directory, BMC recommends to disable referral processing.

BMC Remedy Action Request System Version 7.5.00 15

Patch 008

Updated description for Authentication-Chaining-Mode option

Following is the correct description for the Authentication-Chaining-Mode option:

Incorrect instruction for applying a setting

To resolve SW00329976, the procedure for setting the development mode or production cache mode in the Configuration Guide was corrected. It states that the setting takes effect as soon as you save your change.

Description of object modification parameters

(No issue ID was created to track this correction.) The Configuration Guide did not contain the following information about object modification parameters for version control:

VersionControl-Object-Modification-Log-Mode: Option indicating whether the object modification log is enabled or disabled. When the log is enabled, it records every change to BMC Remedy AR System objects in your system. Values are:

0—(Default) Disabled

10—Enabled

You can also set this option by using the Object Modification Log field on the Version Control tab in the AR System Administration: Server Information form.

Option Description

Authentication-Chaining-Mode

Mode that enables the administrator to use more than one type of authentication on the same system. Values are

0 (Off)—Use the default behavior. Users are authenticated based on the settings of Crossref-Blank-Password and Authenticate-Unregistered-Users.1 (ARS — AREA)—Use internal authentication as the primary method; use external authentication via the AREA plug-in as the secondary method.2 (AREA — ARS)—Use external authentication via the AREA plug-in as the primary method; use internal authentication as the secondary method.3 (ARS — OS- AREA)—If authentication fails in AR System (internal authentication), use the operating system authentication (for example, NT domain authentication). If the operating system fails, try external authentication (AREA).4 (ARS — AREA — OS)—If authentication fails in AR System, try AREA. If AREA fails, try the operating system authentication.

If the value is not 0 and the Crossref-Blank-Password parameter is enabled, users who have a blank password in the User form must provide a valid password (that is, a non- NULL password) during login.Values 3 and 4 provide greater flexibility. For example, your external users might be authenticated with an AREA plug-in, and internal users might be authenticated by the NT domain.

16 Technical Bulletin December 15, 2011

Patch 008

VersionControl-Object-Modification-Log-Save-Definition-Files: Option indicating whether the BMC Remedy AR System server writes a definition file each time an object is created or changed. This option is effective only when the object modification log is enabled. Values are:

0—(Default) No, a definition file is not created.

10—Yes, a definition file is created.

You can also set this option by using the Save Definition Files field on the Version Control tab in the AR System Administration: Server Information form.

VersionControl-Object-Reservation-Mode: Option indicating whether object reservation is enforced or disabled. When object reservation is enforced, users can reserve server objects, and BMC Remedy AR System prevents other users from modifying the reserved objects. Values are:

0—(Default) Disabled

10—Enforced

You can also set this option by using the Object Reservation field on the Version Control tab in the AR System Administration: Server Information form.

Recommendations for the BMC Remedy AR System server on AIXBMC recommends that you set the user data limit to unlimited.

To change the user data limit for the current session, run the following command:

ulimit -d unlimited

To permanently set the user data limit to unlimited, update the appropriate property in the /etc/security/limits file.

For a non-root user, the system administrator needs to set the limit in the /etc/security/limits file for that user.

BMC also recommends that you set the core file size limit to unlimited.

To change the core file size limit, run the following command:

ulimit -c unlimited

To check whether this limit has been set, run the following command:

ulimit -a

NOTE You must make these changes before installing or starting the BMC Remedy AR System server in the same shell.

This information is also captured in the knowledge base article 20018791.

BMC Remedy Action Request System Version 7.5.00 17

Patch 008

Manually upgrading the BMC Remedy AR System serverIf you do not want to use the suite installer, you can manually upgrade the BMC Remedy AR System server by using the following procedure.

To upgrade by using the file replacement method

1 Stop the BMC Remedy AR System server.

On Windows, use the Services window from the Control Panel.

On UNIX, use the arsystem stop command.

2 Create a backup copy of the files in your existing installation folders, including arserver.exe (Windows) or arserverd (UNIX), in case you need to restore them later.

For the complete list of updated files, see “Updated files” on page 19.

3 Replace the existing binaries under ARSystemServerInstallDir with the files from patchDownloadDir/server/.

4 Rename the BMC Remedy AR System server binary as follows:

On Windows, rename by using the ren command:

ren srvdb2.exe arserver.exe (DB2)

ren srvmssql.exe arserver.exe (SQL Server)

ren srvoracl.exe arserver.exe (Oracle)

On UNIX, rename by using the mv command:

mv arservdb2 arserverd (DB2)

mv arservinf arserverd (Informix)

mv arservora arserverd (Oracle)

mv arservsyb arserverd (Sybase)

5 Copy the other updated files to the locations of the existing files.

To apply the BMC Remedy AR System server patch manually, you must copy all the files listed in the “Updated files” section for the following reasons:

Because patches are cumulative, this patch includes binaries and libraries from earlier patches that were not modified for this patch.

The BMC Remedy AR System server executable might depend on other binaries listed in the “Updated files” section.

6 (UNIX only) Make sure that the following files have “execute” permissions:

If some of these files do not have “execute” permissions, use the chmod command to add the permissions.

armonitor

arplugin

arservdsd

arsvcdsp

driver

runmacro

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Patch 008

7 Start the BMC Remedy AR System server.

On Windows, use the Services window from the Control Panel.

On UNIX, use the arsystem start command.

Replacing definition filesIf you install the patch by manually replacing the files on any platform, you must replace any definition files that might have been modified in a patch. If no definition files were modified, you can ignore this procedure.

To import the definition files

1 Save the original defFileName.def file as defFileName.def.old.

For information about the locations of updated definition files, if any, see “Updated files.”

2 Copy the new defFileName.def file from the serverdef (FTP location) directory to the respective directories.

3 Open the defFileName.def file in BMC Remedy Developer Studio, and perform the following actions when prompted:

a Select to import all objects.

b Select to replace objects on the server and to display conflict errors.

c Click Import.

Updated filesThe BMC Remedy AR System server files are located in the patchDownloadDir/server/ directory. Table 1-5 lists all the directories and files within that location that are updated for patch 008. You can use this information to upgrade from patch 006 to patch 008 by using the file replacement method.

For a cumulative list of files that were changed between the 7.5.00 release and the latest patch, see “Cumulative lists of updated files” on page 107.

Table 1-5 uses the following variables to represent directories:

locale—represents de, en, es, fr, it, ja, ko, pt_BR, ru, and zh_CN

unixPlatform—represents aix, hpux, hpia64, linux, and solaris

platform— represents windows and all UNIX platforms

BMC Remedy Action Request System Version 7.5.00 19

Patch 008

Table 1-5: Files updated for BMC Remedy AR System server 7.5.00 patch 008 (Sheet 1 of 5)

Patch directory including updated files Destination directory

All platforms

./platform/server/def/en/serveradmin.def

For Windows:ARSystemServerInstallDirArserverinstallformsenFor UNIX:ARSystemServerInstallDir/installforms/en/

Windows

./winnt/bin/srvdb2.exeor./winnt/bin/srvmssql.exeor./winnt/bin/srvoracl.exe

ARSystemServerInstallDir arserver.exe

Note: See “Manually upgrading the BMC Remedy AR System server” on page 18.

./winnt/bin/Serverds.exearmonitor.exearsnmpd.exe

ARSystemServerInstallDir

./winnt/lib/arapi75.dll ARSystemServerInstallDirandARSystemServerInstallDirArserverapi libandARSystemServerInstallDirpluginsvr

./winnt/lib/arutl75.dll ARSystemServerInstallDirandARSystemServerInstallDirardbcldapandARSystemServerInstallDirarealdapandARSystemServerInstallDirArserverapi libandARSystemServerInstallDirpluginsvr

./winnt/lib/arapi75.jararxmlutil75.dll

ARSystemServerInstallDirArserverapi libandARSystemServerInstallDirpluginsvr

./winnt/lib/ardbcldap.dll ARSystemServerInstallDirardbcldap

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Patch 008

./winnt/lib/arealdap.dll ARSystemServerInstallDirarealdapandARSystemServerInstallDirArserverapi arealdapwinnt

./winnt/lib/ardbcconf.dllarodbc.dllarcatalog_locale.dll (non-Unicode)arcatalog_locale_W.dll(Unicode)

ARSystemServerInstallDir

./winnt/lib/ServerAdmin.dll ARSystemServerInstallDirandARSystemServerInstallDirArserver pluginsserveradminwinnt

./winnt/lib/arpluginsvr75.jar ARSystemServerInstallDirpluginsvr

./winnt/lib/arapiext75.jar ARSystemServerInstallDirArserverapi lib

All UNIX platforms (AIX, HP-UX, HP-UX for 64-bit Itanium, Linux, Solaris)

./unixPlatform/db2_db/arservdb2or./unixPlatform/inf_db/arservinfor./unixPlatform/ora_db/arservoraor./unixPlatform/syb_db/arservsyb

Note: Informix and Sybase are not supported on Linux.

ARSystemServerInstallDir/bin/arserverd

Note: See “Manually upgrading the BMC Remedy AR System server.”

./unixPlatform/bin/arservdsdarmonitorarsnmpd

ARSystemServerInstallDir/bin/

./unixPlatform/api/lib/arapi75.jararapiext75.jar

ARSystemServerInstallDir/api/lib/

./unixPlatform/api/lib/arpluginsvr75.jar

ARSystemServerInstallDir/pluginsvr/

./unixPlatform/locale/locale/arsystem.cat

ARSystemServerInstallDir/locale/locale/

./unixPlatform/locale/locale.UTF-8/arsystem.cat

ARSystemServerInstallDir/locale/ locale.UTF-8/

Table 1-5: Files updated for BMC Remedy AR System server 7.5.00 patch 008 (Sheet 2 of 5)

Patch directory including updated files Destination directory

BMC Remedy Action Request System Version 7.5.00 21

Patch 008

AIX

./aix/bin/libar.alibarxmlutil.alibarxmlutil_aixp64.a

ARSystemServerInstallDir/api/lib/

./aix/bin/libar_aixp64.a ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/bin/

./aix/bin/libarcrypto.alibarcrypto_aixp64.a

ARSystemServerInstallDir/bin/

./aix/plugins/ardbcldap/aix/ardbcldap.a ARSystemServerInstallDir/ardbcldap/

./aix/plugins/arealdap/aix/arealdap.a ARSystemServerInstallDir/arealdap/

./aix/plugins/ardbcconf/aix/ardbcconf.a ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/aix/

./aix/plugins/serveradmin/aix/ServerAdmin.a

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/aix/

HP-UX

./hpux/bin/libar.sllibarxmlutil.sllibarxmlutil_hppa64.sl

ARSystemServerInstallDir/api/lib/

./hpux/bin/libar_hppa64.sl ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/bin/

./hpux/bin/libarcrypto.sllibarcrypto_hppa64.sl

ARSystemServerInstallDir/bin/

./hpux/plugins/ardbcldap/hpux/ardbcldap.sl

ARSystemServerInstallDir/ardbcldap/

./hpux/plugins/arealdap/hpux/arealdap.sl

ARSystemServerInstallDir/arealdap/

./hpux/plugins/ardbcconf/hpux/ardbcconf.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/hpux/

Table 1-5: Files updated for BMC Remedy AR System server 7.5.00 patch 008 (Sheet 3 of 5)

Patch directory including updated files Destination directory

22 Technical Bulletin December 15, 2011

Patch 008

./hpux/plugins/serveradmin/hpux/ServerAdmin.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/hpux/

HP-UX for 64-bit Itanium

./hpia64/bin/libarxmlutil_hpia32.sllibarxmlutil_hpia64.sl

ARSystemServerInstallDir/api/lib/

./hpia64/bin/libar_hpia32.sllibar_hpia64.sl

ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/bin/

./hpia64/bin/libarcrypto_hpia32.sllibarcrypto_hpia64.sl

ARSystemServerInstallDir/bin/

./hpia64/plugins/ardbcldap/hpia32/ardbcldap.sl

ARSystemServerInstallDir/ardbcldap/

./hpia64/plugins/arealdap/hpia32/arealdap.sl

ARSystemServerInstallDir/arealdap/

./hpia64/plugins/ardbcconf/hpia32/ardbcconf.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/hpia32/

./hpia64/plugins/serveradmin/hpia32/ServerAdmin_hpia32.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/hpia32/

Linux

./linux/bin/libar.solibarxmlutil.so libarxmlutil_lx64.so

ARSystemServerInstallDir/api/lib/

./linux/bin/libar_lx64.so ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/bin/

./linux/bin/libarcrypto.solibarcrypto_lx64.so

ARSystemServerInstallDir/bin/

./linux/plugins/ardbcldap/linux/ardbcldap.so

ARSystemServerInstallDir/ardbcldap/

./linux/plugins/arealdap/linux/arealdap.so

ARSystemServerInstallDir/arealdap/

Table 1-5: Files updated for BMC Remedy AR System server 7.5.00 patch 008 (Sheet 4 of 5)

Patch directory including updated files Destination directory

BMC Remedy Action Request System Version 7.5.00 23

Patch 008

./linux/plugins/ardbcconf/linux/ardbcconf.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/linux/

./linux/plugins/serveradmin/linux/ServerAdmin.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/linux/

Solaris

./solaris/bin/libar.solibarxmlutil.so libarxmlutil_solsp64.so

ARSystemServerInstallDir/api/lib/

./solaris/bin/libar_solsp64 ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/bin/

./solaris/bin/libarcrypto.solibarcrypto_solsp64.so

ARSystemServerInstallDir/bin/

./solaris/plugins/ardbcldap/solaris/ardbcldap.so

ARSystemServerInstallDir/ardbcldap/

./solaris/plugins/arealdap/solaris/arealdap.so

ARSystemServerInstallDir/arealdap/

./solaris/plugins/ardbcconf/solaris/ardbcconf.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/solaris/

./solaris/plugins/serveradmin/solaris/ServerAdmin.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/solaris/

Table 1-5: Files updated for BMC Remedy AR System server 7.5.00 patch 008 (Sheet 5 of 5)

Patch directory including updated files Destination directory

24 Technical Bulletin December 15, 2011

Patch 008

BMC Remedy Approval ServerThis section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 008.

Resolved issuesTable 1-6 describes issues with BMC Remedy Approval Server that were resolved in patch 008.

Known issuesTable 1-7 describes issues with BMC Remedy Approval Server that remain open in patch 008.

Table 1-6: Issues resolved in BMC Remedy Approval Server 7.5.00 patch 008

Issue ID Description

SW00384491 Memory usage increased when you added an approver and generated a preview.

SW00396665 The change requests opened on BMC Remedy Change Management were automatically moved from the Plan and Schedule stage to the Implementation state without waiting for the approval.

Table 1-7: Known issues in BMC Remedy Approval Server 7.5.00 patch 008

Issue ID Description

SW00327732 The BMC Remedy Approval Server Guide does not provide complete information about the Reassign and View Details action buttons on Approval Central. For more details see, “Updated description about Reassign and View Details.”

SW00331853 The following note is not mentioned in the BMC Remedy Approval Server Guide.The single process preview parameter —[-o “0”] in the Generate-Multi-Process-Preview command does not work in the preview mode. To use the option successfully, you must start the corresponding approval process.

SW00386924 When you added attachments to a change request, the attachment did not appear on the AP: Show-Detail form in the Approval Central form.To avoid the issue, you must perform the following customizations:1 Add the attachment on the request form (for example, CHG: Infrastructure Change form).2 Create a filter to trigger the New-Details command (not the Add-Sig command).

Note: You must add the attachment on the request form only and you must add it before triggering the New-Details command. The out-of -the-box approval server sample applications do not have this issue because the attachment is already added to the sample request form.

BMC Remedy Action Request System Version 7.5.00 25

Patch 008

Corrections in the approval server documentationThe section lists the corrections or updates to the BMC Remedy Action Request System 7.5.00: BMC Remedy Approval Server Guide (henceforth referred to as the BMC Remedy Approval Server Guide) to resolve certain documentation issues. These changes will be included in the document for the next BMC Remedy AR System release.

Updated description about Reassign and View Details

The complete and accurate description of the Reassign and View Details action buttons on Approval Central is as follows:

Reassign—Click to reassign the selected requests to another person.

If Can Reassign is set to Yes for the corresponding process, a dialog box prompts you to enter the name of an approver; otherwise, an error is displayed. This dialog box appears only once, which means that all selected requests are assigned to the same person.

View Details—Click to open the AP:Show-Detail form, which displays the details of the highlighted approval request and enables you to take further action.

This command works on only one request at a time. If you select multiple requests and click View Details, the Activity Log is displayed only for the request whose row appears highlighted.

This information will be available in the BMC Remedy Approval Server Guide for the next BMC Remedy AR System release.

Lengths of approver fieldsBy default, approver names are limited to 255 characters and the list of members in an approval server role is limited to 512 characters. During startup, the approval server checks the length of the Approvers field, and enforces this length as the maximum limit for the approver fields listed in Table 1-8.

Table 1-8: Approver fields checked for maximum length at startup

Field ID Field name Form name

12401 Member List AP:Role

13203 Original Approvers AP:SignatureAP:PreviewSignatures

13205 Next Approvers AP:SignatureAP:PreviewSignatures

13207 Approvers AP:SignatureAP:PreviewSignaturesAP:PreviewInfo

14511 GNA Approvers AP:Signature

14512 PGNA Approvers AP:Signature

26 Technical Bulletin December 15, 2011

Patch 008

If the default limits are insufficient, you can manually increase the length of these fields to the maximum limit permitted by the database (VARCHAR limit), as shown in Table 1-9.

As you can see from the limits shown in Table 1-9, increasing the size of the Approvers field is not effective on the Informix and Sybase databases.

Action required to generate correct previewsWhen you are generating approval previews, the absence of the Order field on the Application-Detail two-way join form causes errors in calculating the order of approvers. (SW00331852 and SW00331951 indicated this problem.) To fix this issue, an application developer needs to pull the Order field (ID: 14501) from the AP:Detail form to the two-way join form.

Manually upgrading BMC Remedy Approval ServerIf you do not want to use the suite installer, you can manually upgrade the approval server by using the following procedure.

To upgrade by using the file replacement method

1 Verify that you have version 7.5.00 of the BMC Remedy AR System server and the approval server installed.

NOTE Use the file replacement method to apply patch 008 only if you have installed version 7.5.00 of the approval server. Otherwise, BMC recommends that you use the patch 008 installer to upgrade to the latest release.

2 Stop the BMC Remedy AR System server.

On Windows, use the Services window from the Control Panel.

On UNIX, use the arsystem stop command.

Table 1-9: VARCHAR limits for special fields on supported databases

Database VARCHAR limit

DB2 4000

Informix 255

Microsoft SQL Server 8000

Note: Even though the VARCHAR limit on the SQL Server is 8000 characters, apchgschema sets the field length to 4000 characters to support Unicode.

Oracle 4000

Sybase 255

BMC Remedy Action Request System Version 7.5.00 27

Patch 008

3 Create a backup copy of the approval server files in your existing installation folders, in case you need to restore them later.

4 Replace the existing binaries with the files from patchDownloadDir/approval/files/.

For the complete list of updated files, see “Updated files” on page 29.

Use the binaries from the winnt, aix, hpux, linux, or solaris directory, depending on your platform, to replace the corresponding ones in your approvalServerInstallDir/bin directory.

5 On UNIX, apply the -rwxrwxr-x (or 775) permission to the arapprove.*, arapupgd, and arjoinfix files after replacement.

6 Start the BMC Remedy AR System server.

On Windows, use the Services window from the Control Panel.

On UNIX, use the arsystem start command.

7 If the arx and def files were updated, replace them with the corresponding files from patchDownloadDir/approval/files/.

For the complete list of updated files, see “Updated files” on page 29.

Use BMC Remedy Developer Studio to import the def files.

Use BMC Remedy Data Import to import the arx files.

8 Replace the Approval_0.jar file as follows:

a In a browser or BMC Remedy User, open the Visualizer Module Registration form.

b Search for the record with Approval Server as the Description and 7.5.0 as the API version.

c Replace the JAR file attachment in the record with Approval_0.jar.

d Save the record.

e On UNIX, apply the -rwxrwxr-x (or 775) permission to Approval_0.jar.

Populating full names on the AP:Signature formAs a consequence of fixing defect SW00319057 in patch 001, you must populate full names on the AP:Signature form manually.

To populate full names on the AP:Signature form

Run the approval server upgrade utility offline as follows:

arapupgd -s “serverName” -portnum “portNumber” -u “adminUserName” -p “adminUserPassword” -l “logFileDestinationPath” -o true -f true -i “ARSystemInstallDir”

Table 1-10 describes the input values that are accepted by the parameters of the arapupgd utility.

28 Technical Bulletin December 15, 2011

Patch 008

Adding new fields to the two-way join formIf you are using version 7.1.00 patch 001, 7.0.01 patch 008, or earlier of the approval server, you must perform the following procedure.

To add new fields to the two-way join form

1 In BMC Remedy Developer Studio, open the two-way join form created by using the application form and the AP:Detail form.

For more information about the two-way join form, see the BMC Remedy Approval Server Guide.

2 Drag the NotAddSig field (ID: 14523) from the AP:Detail form to the application-detail two-way join form.

3 Save the two-way join form.

Updated filesThe approval server files are located in the patchDownloadDir/approval/ directory. Table 1-11 lists all the directories and files within that location that are updated for patch 008. You can use this information to upgrade from patch 006 to patch 008 by using the file replacement method.

For a cumulative list of files that were changed between the 7.5.00 release and the latest patch, see “Cumulative lists of updated files” on page 107.

Table 1-11 uses unixPlatform to represent the aix, hpux, hpia32, linux, and solaris directories.

Table 1-10: Approval server upgrade utility parameters

Parameter Input value

-s Name of the BMC Remedy AR System server.

-portnum If the BMC Remedy AR System server is configured to run on a port, the appropriate port number.

-u The admin user’s login ID.

-p The admin user’s password.

-l Location of the upgrade.log file.

-o Indicates the offline mode. Set to true.

-f The full name parameter. Set to true to populate the full name on the AP:Signature form.

-i The location of the BMC Remedy AR System installation directory (for example, “C:Program FilesBMC SoftwareARSystem”).

Table 1-11: Files updated for BMC Remedy Approval Server 7.5.00 patch 008 (Sheet 1 of 2)

Patch directory including updated files Destination directory

All platforms

./files/def/en/AP%ShowDetail2.def approvalServerInstallDir/templates/en/

BMC Remedy Action Request System Version 7.5.00 29

Patch 008

BMC Remedy Assignment EnginePatch 008 does not include any resolved issues for the assignment engine, but the binaries were updated due to dependencies on other features. The time stamps for these binaries differ from those delivered in patch 007.

When upgrading to future versions of BMC Remedy AR System applications, you might be required to have the assignment engine on the patch 008 level. To achieve this, include the assignment engine when running the BMC Remedy AR System suite installer for patch 008.

BMC Remedy Data ImportThis section describes the issues that were resolved in patch 008.

Resolved issuesTable 1-12 describes issues with BMC Remedy Data Import that were resolved in patch 008.

Windows

./files/winnt/arapprove.dll approvalServerInstallDirbin

All UNIX platforms (AIX, HP-UX, HP-UX for 64-bit Itanium, Linux, Solaris)

./unixPlatform/approval/files/bin/arapprove.a (for AIX)arapprove.sl (for HP-UX and HP-UX for 64-bit Itanium)arapprove.so (for Linux and Solaris)

approvalServerInstallDir/bin/

Table 1-11: Files updated for BMC Remedy Approval Server 7.5.00 patch 008 (Sheet 2 of 2)

Patch directory including updated files Destination directory

Table 1-12: Issues resolved in BMC Remedy Data Import 7.5.00 patch 008 (Sheet 1 of 2)

Issue ID Description

SW00371612 In the Preferences page, the Last Date Format option was scrambled for the Japanese locale

SW00374144 BMC Remedy Data Import did not correctly handle the n character that appears between the data. The n character in the middle of a string or data was identified as a line feed or carriage return character.

SW00382019 The following warning messages appeared when you executed the dataimport.bat file from the command line.log4j:WARN No appenders could be found for logger (com.bmc.arsys.apiext.data).log4j:WARN Please initialize the log4j system properly.

SW00383958 The BMC Remedy Data Import command-line utility failed to import data with manual tab spaces and comma separated data files.

30 Technical Bulletin December 15, 2011

Patch 008

Using BMC Remedy Data Import on UNIXBMC Remedy Data Import is a JAR file that can be used through the command prompt. Make sure the class path environment variable points to the appropriate Java location, and then execute the following command from ARSystemServerInstallDir (for example, /opt/bmc/ARSystem/Arserver/api/lib), where all the necessary JAR files are present:

java -cp arapi75.jar:log4j-1.2.14.jar:arapiext75.jar com.bmc.arsys.apiext.data.DataImport -x serverName -u userName -p password

Use the BMC Remedy Data Import utility as mentioned in the BMC Remedy Action Request System 7.5.00: Integration Guide. (For detailed information, see the “Exporting and importing data and definitions” chapter.)

BMC Remedy Developer StudioThis section describes the issues that were resolved in patch 008.

Resolved issuesTable 1-13 describes issues with BMC Remedy Developer Studio that were resolved in patch 008.

SW00384378 Even when the text in a field exceeded the field size, BMC Remedy Data Import did not truncate the text if a special character, such as umlaut accent mark appeared at the end of the text.

SW00385611 BMC Remedy Data Import generated log files did not contain complete warning information when you imported data from a .csv file.

Table 1-12: Issues resolved in BMC Remedy Data Import 7.5.00 patch 008 (Sheet 2 of 2)

Issue ID Description

Table 1-13: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 008 (Sheet 1 of 2)

Issue ID Description

SW00366543 When you were defining an active link, the following keywords did not appear in the Expression Editor:

StatusHistoryTime fields, such as Status History.Assigned.TIMEUser fields, such as Status History.Assigned.USER

SW00368801 When you saved a filter in BMC Remedy Developer Studio, if a field name contained a special character, the notification email displayed the field name instead of the field ID.

SW00377222 The Available Fields section in the Expression Editor window displayed only the Table Fields present on the Display-Only form.

SW00379052 When you created or updated a filter Set Field action by using a web service, BMC Remedy Developer Studio generated wrong target namespace for mappings.

BMC Remedy Action Request System Version 7.5.00 31

Patch 008

Upgrading tipBefore you begin upgrading BMC Remedy Developer Studio, create a backup copy of the existing com.bmc.arsys.studio.ui.prefs file located in the following directory, in case you need to restore it later:

devStudioWorkspaceDir.metadata.pluginsorg.eclipse.core.runtime.settings

You can upgrade BMC Remedy Developer Studio only by using the patch installer. During the installation, select No when prompted to migrate the Admin Tool user preferences.

SW00380395 An error occurred when you changed the permissions for the applications in BMC Remedy Developer Studio.

SW00380771 BMC Remedy Developer Studio allowed the addition of duplicate entries to the Currency field.

SW00380820 The changes made to the table properties of a table (for example, modifying the data source value) were not saved.

SW00381574 BMC Remedy AR System forms failed to render the Java null pointer exception related to TableField.emitOpenMarkup.

SW00381614 In the Chinese locale, the ARERR 313 error occurred when you selected the Recently Closed Requests or Closed Since Last Login options on submitted requests.

SW00383026 When you clicked the server list in the active link, if you had defined a server alias, BMC Remedy Developer Studio was not server independent.

SW00390907 BMC Remedy AR System server did not recognize keywords in the Mapping field on the Filter DSO action.

SW00392046 Fields were not aligned on forms in BMC Remedy Developer Studio.

SW00393575 After you loaded an external WSDL file, the SOAP Header was not displayed in BMC Remedy Developer Studio.

SW00393704 Performance issues occurred when working with Packing lists in BMC Remedy Developer Studio.

SW00401427 BMC Remedy Developer Studio corrupted the web service definitions on selection fields, such as Enum fields. When you added the new selection values, new operations were added to the web service definition.

SW00402121 After you clicked Apply Defaults on the Permissions dialog box, the object’s permissions did not set to their defaults.

SW00406411 The Send To Back and Bring To Front options did not work for panels in BMC Remedy Developer Studio.

SW00409127 The ARERR 9130 error occurred when you triggered a filter that has a Set Field action that called an external web service.

SW00410014 BMC Remedy Developer Studio allowed the Nullable property to be set to False when the MinOccurs property was set to 1 in the field mappings of a web service.

SW00413646 If an external schema used a choice element, BMC Remedy Developer Studio created invalid mapping elements in a web service and the ARERR 8961 occurred.

Table 1-13: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 008 (Sheet 2 of 2)

Issue ID Description

32 Technical Bulletin December 15, 2011

Patch 008

BMC Remedy Email EngineThis section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 008.

Resolved issuesTable 1-14 describes issues with the email engine that were resolved in patch 008.

Known issuesTable 1-15 describes issues with the email engine that remain open in patch 008.

Table 1-14: Issues resolved in BMC Remedy Email Engine 7.5.00 patch 008

Issue ID Description

SW00376613 When you clicked Reply to respond a message in which the Display Name field contained the @ character, BMC Remedy Email Engine did not identify the correct email ID in the Reply-To field.

SW00377427 BMC Remedy Email Engine stopped responding while processing an email message.

SW00377799 When BMC Remedy Email Engine could not connect to the mail server, the status for the outgoing mail did not update to Error and the log file size increased rapidly.

SW00381803 Certain email attachment names were not decoded.

SW00382936 BMC Remedy Email Engine received high priority email messages as low priority.

SW00382978 The text in the email message body did not appear in the AR System Email Messages form.

SW00384361 When you sent a message with multiple attachments, the attachment files appeared in a different sequence in the recipient’s mail.

SW00399488 Priorities were not the same for email messages with PR_PRIORITY and PR_IMPORTANCE priorities.

Table 1-15: Known issues in BMC Remedy Email Engine 7.5.00 patch 008 (Sheet 1 of 2)

Issue ID Description

None After upgrading to version 7.5.00 patch 001, the email engine sometimes fails to send outgoing messages.Workaround: Restart the email engine after you upgrade from any earlier version to version 7.5.00 patch 001.

SW00349661 The BMC Remedy Action Request System 7.5.00: BMC Remedy Email Engine Guide (henceforth referred to as the BMC Remedy Email Engine Guide) does not mention the maximum permissible value for the ChunkSize property in the EmailDaemon.properties file.

Note: See “Settings in EmailDaemon.properties” on page 34.

SW00350890 While adding an attachment to an HTML email template, if you provide a value in the Attachment Name field that does not match the actual file name, the attachment does not appear in the email messages based on that template.

SW00354252 The email engine does not work with the PLAIN authentication mode.

Note: This is by design, and is not an issue. See “Support for the PLAIN authentication mode” on page 34.

BMC Remedy Action Request System Version 7.5.00 33

Patch 008

Corrections in the email engine documentationThis section lists the updates made to the BMC Remedy Email Engine Guide to resolve certain documentation issues. These changes will be included in the documentation for the next BMC Remedy AR System release.

Settings in EmailDaemon.properties

The BMC Remedy Email Engine Guide states the default value of the ChunkSize property, but does not state its maximum limit. The maximum permissible value of com.bmc.arsys.emaildaemon.ChunkSize is 100.

Support for the PLAIN authentication mode

BMC Remedy Email Engine does not support the PLAIN authentication mode with the IMAP protocol; instead, it uses the LOGIN command mechanism to connect to the Microsoft Exchange Server.

Therefore, if Exchange Server uses PLAIN authentication, you need to add the following parameters to the registry for the email engine to work:

mail.imap.auth.login.disable=falsemail.imap.auth.plain.disable=true

If you start the email engine in the debug mode, you need to add the following parameters to the Emailstart.bat (Windows) or emaild.sh (UNIX) file:

-Dmail.imap.auth.login.disable=false-Dmail.imap.auth.plain.disable=true

Using these parameters forces the Exchange Server and the email engine to disable PLAIN authentication and enable the simple LOGIN command mechanism.

SW00363635 The BMC Remedy Email Engine Guide incorrectly describes the Date Received field on the Message Information tab of the AR System Email Messages and AR System Email Error Messages forms.

Note: See “Description of the Date Received field” on page 35.

SW00366262 If you use the com.bmc.arsys.emaildaemon.SMTPTimeout and com.bmc.arsys.emaildaemon.SMTPTimeoutPeriod email engine properties, you might encounter problems with outgoing email messages.After a timed-out connection is restored, messages marked as Error (in the Send Message field) are not sent consistently—some messages are sent successfully, while others are not. This seems to be a Oracle JavaMail issue for which no workaround is available.

To avoid facing this issue, you might want to refrain from using these properties until a solution is made available.

Note: See “Recommendation for using the SMTP timeout properties” on page 35.

SW00366394 The description of the UseNameIfNoEmailAddress in the BMC Remedy Email Engine Guide is insufficient.

Note: See “Description of the UseNameIfNoEmailAddress field” on page 35.

Table 1-15: Known issues in BMC Remedy Email Engine 7.5.00 patch 008 (Sheet 2 of 2)

Issue ID Description

34 Technical Bulletin December 15, 2011

Patch 008

Description of the Date Received field

The accurate description of the Date Received field is as follows:

The date on which the message was sent; this value is retrieved from the Date header of the incoming message.

Description of the UseNameIfNoEmailAddress field

The complete and accurate description of the UseNameIfNoEmailAddress property in EmailDaemon.properties is as follows:

Specifies whether to retain display names that do not have email addresses associated with them in the To, CC, or BCC fields.

If the setting is true, the display names are not removed from the To, CC, or BCC fields.

If the setting is false, the display names are removed from the To, CC, or BCC fields.

The email engine checks for email addresses associated with display names only on the User form and not on the Exchange Server.

Recommendation for using the SMTP timeout propertiesIf you use the SMTPTimeout and SMTPTimeoutPeriod properties, BMC recommends the following configurations to avoid encountering issue SW00366262:

NOTE These settings can work properly with the maximum permissible number (20) of Sender threads. However, BMC recommends using a value that is optimum for your configuration.

Prerequisite for upgrading the email engineBefore upgrading to an email engine patch version, make sure that you have upgraded to the same version of the BMC Remedy AR System server patch. The BMC Remedy AR System server must be on the same level as that of the email engine to satisfy API dependencies.

Manually upgrading BMC Remedy Email EngineIf you do not want to use the suite installer, you can manually upgrade the email engine by using the following procedure.

Number of messages Value of SMTPTimeoutPeriod

40000 30 seconds

70000 60 seconds

100000 90 seconds

BMC Remedy Action Request System Version 7.5.00 35

Patch 008

To upgrade by using the file replacement method

1 Stop the email engine.

On Windows, use the Services window from the Control Panel.

On UNIX, use the arsystem stop command.

2 Save the original copies of the files listed in “Updated files” on page 36, which are located in the email engine installation path.

3 Replace the existing files with the files from patchDownloadDir/email/files.

NOTE If you are upgrading from BMC Remedy AR System 7.5.00 patch 001 to a later patch, you do not need to replace the emaild.sh file. If you are upgrading from BMC Remedy AR System 7.5.00 to patch 001 or later, replace the emaild.sh file and perform the next step.

4 (UNIX only) After copying the emaild.sh file from the patch directory to your email engine installation directory, update it with the following values:

JAVA_DIR=“existingJREInstallDir”InstallPath=“existingEmailEngineInstallDir”LIBVER=75

5 Restart the email engine.

On Windows, use the Services window from the Control Panel.

On UNIX, use arsystem start at the command prompt.

Updated filesThe email engine files are located in the patchDownloadDir/email/ directory. Table 1-16 lists all the directories and files within that location that are updated for patch 008. You can use this information to upgrade from patch 006 to patch 008 by using the file replacement method.

For a cumulative list of files that were changed between the 7.5.00 release and the latest patch, see “Cumulative lists of updated files” on page 107.

Table 1-16 uses the following variables to represent directories:

platform—represents aix, hpux, hpia32, linux, solaris, and winnt

unixPlatform—represents aix, hpux, hpia32, linux, and solaris

Table 1-16: Files updated for BMC Remedy Email Engine 7.5.00 patch 008 (Sheet 1 of 2)

Patch directory including updated files Destination directory

All platforms

./files/platform/armapi75.jaremaildaemon.jar

emailEngineInstallDir/

36 Technical Bulletin December 15, 2011

Patch 008

Windows

./files/winnt/arapi75.dllarmapi75.dllarutl75.dllarxmlutil75.dll

emailEngineInstallDir

AIX

./files/aix/libar.alibar_aixp64.alibarxmlutil.alibarxmlutil_aixp64.a

emailEngineInstallDir/

HP-UX

./files/hpux/libar.sllibar_hppa64.sllibarxmlutil.sllibarxmlutil_hppa64.sl

emailEngineInstallDir/

HP-UX for 32-bit Itanium

./files/hpia32/libar.sllibar_hpia32.sllibar_hpia64.sllibarxmlutil.sllibarxmlutil_hpia32.sllibarxmlutil_hpia64.sl

emailEngineInstallDir/

Linux

./files/linux/libar.solibar_lx64.solibarxmlutil.solibarxmlutil_lx64.so

emailEngineInstallDir/

Solaris

./files/solaris/libar.solibarxmlutil.solibarxmlutil_solsp64.so

emailEngineInstallDir/

Table 1-16: Files updated for BMC Remedy Email Engine 7.5.00 patch 008 (Sheet 2 of 2)

Patch directory including updated files Destination directory

BMC Remedy Action Request System Version 7.5.00 37

Patch 008

BMC Remedy FlashboardsThis section describes the issue that was resolved in patch 008.

Resolved issueTable 1-17 describes the issue with the BMC Remedy Flashboards that was resolved in patch 008.

BMC Remedy Mid TierThis section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 008.

Resolved issuesTable 1-18 describes issues with the mid tier that were resolved in patch 008.

Table 1-17: Issue resolved in BMC Remedy Flashboards patch 008

Issue ID Description

SW00382451 You could not provide time value for the SampleTime field in the flashboards.

Table 1-18: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 008 (Sheet 1 of 2)

Issue ID Description

SW00360384 The goto loop in an active link caused Oracle JavaScript errors.

SW00373345 If you made definition changes in the BMC Remedy AR System server when BMC Remedy Mid Tier was running, the Sync Cache process failed.

SW00374359 You could not execute a query if the qualification had an Enum field with a custom value greater than 0.

SW00375412 When a number was specified for a goto guide label, an error occurred.

SW00375430 The following error occurred when you refreshed the table field:t.LoadResultsList is null or not an objects

SW00376109 On Mozilla Firefox, the horizontal scrollbars for the tree tables did not work.

SW00376578 For non-integral time zones, the Date/Time fields displayed a time difference of 1 hour when compared to tables and result fields.

SW00376689 The ARERR 302 error occurred when you searched records on a form by using BMC Remedy Mid Tier.

SW00376993 When you modified a change request, the ARWARN 45538 warning message was displayed and then an error message stating that you did not have permission to modify the request appeared.

SW00377124 Even when you had installed and configured Adobe Flash Player, the ARERR 9360 error occurred when you were using BMC Remedy Mid Tier 7.5.00 patch 004.

SW00377219 You could not add an attachment 6k greater than in BMC Remedy Mid Tier and the following error occurred:Failed to add attachment

38 Technical Bulletin December 15, 2011

Patch 008

Known issuesTable 1-19 describes issues with the mid tier that remain open in patch 008.

SW00377899 When you executed a BMC Remedy AR System report for multiple records, it did not display all expected values in the table columns.

SW00380649 When you opened BMC Remedy Change Management console by using Internet Explorer 6 on the Windows XP operating system, the Create, View, and Print options did not appear.

SW00380671 In the BMC Service Request Management home page, the Service Category field displayed an empty list.

SW00386655 Even though the Request ID field was not added to the report definition, it appeared in the reports, causing misalignment in the field values.

SW00389000 The ARERR 9387 error occurred when the Crystal Report contained special characters, such as %, &, and +, or any locale characters, such as in expérimentation, or huîtres.

SW00389036 When the output file for a report was of the CSV type, the My Reports functionality ignored the qualification stored in the AR System Searches Preferences record.

SW00391593 A delay was observed during loading of recently used forms.

SW00392715 A null pointer exception occurred when you attempted to retrieve the attachment data from the cache to store on memory or to move to a disk.

SW00392762 When the Max Entries Returned option was set for the server and the results list chunking was enabled, the 9378 warning message was displayed for each chunk query.

SW00394013 Backchannel requests with the special characters, such as ‘, <, and > in BMC Remedy Mid Tier caused http error.

SW00395011 The Strstr() function worked differently in earlier versions and in BMC Remedy User.

SW00396346 When you searched records in BMC Remedy Mid Tier, the ARERR 302 error occurred.

SW00398300 When you logged in to both BMC Remedy User and BMC Remedy Mid Tier, BMC Remedy Mid Tier displayed mixed language options, even though you had updated settings in the User Preference form.

SW00403800 The field tool tip interfered during a field selection and the selected field did not display.

SW00410848 BMC Remedy Mid Tier displayed a one-hour time difference between the time of the Work Info and Submit Date fields.

SW00413076 If the number of records in the search result list was greater than 1000, BMC Remedy AR System server terminated when you tried to create BMC Remedy AR System report.

Table 1-18: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 008 (Sheet 2 of 2)

Issue ID Description

Table 1-19: Known issues in BMC Remedy Mid Tier 7.5.00 (Sheet 1 of 2)

Issue ID Description

SW00324506 The Create, View, and Print buttons are not visible initially when you open the BMC Remedy Change Management console in Microsoft Internet Explorer 6. However, these buttons appear when you hover the mouse over the appropriate area.

SW00357617 If you have cache items for BMC Remedy AR System servers that are no longer configured (removed from the configuration after some time), you might encounter a problem when attempting to perform a Sync Cache operation. To prevent any problems with Sync Cache after removing a BMC Remedy AR System server from the configuration, you must flush the entire cache.

BMC Remedy Action Request System Version 7.5.00 39

Patch 008

Upgrading tipWhen using the patch installer to upgrade, before you begin, stop the web server and JSP engine. Then create a backup copy of the existing WEB-INFclasses config.properties file, in case you need to restore it later.

Manually upgrading BMC Remedy Mid TierIf you do not want to use the suite installer, you can manually upgrade the mid tier by using the following procedure.

To upgrade by using the WAR file on Windows or UNIX

1 Create a backup copy of the existing WEB-INFclassesconfig.properties file, in case you need to restore it later.

2 Install the appropriate WAR file.

The updated WAR files are located at patchDownloadDir/midtier/war.

3 During the installation, select to keep the existing configurations if your web server vendor provides this option.

4 Open the new config.properties file deployed from the WAR file and verify that the directory references for various mid tier properties point to where the respective files are deployed by your web server.

If any references are incorrect in the new config.properties file and you need to make manual edits, use your backup WEB-INFclassesconfig.properties file as a reference.

5 Restart the web server.

To upgrade by using the file replacement method

1 Stop the web server and JSP engine.

2 Back up the mid tier directory in case you need to back out of the patch.

3 Delete the midTierInstallDir/cache directory.

SW00373853 SW00375557

If you use the Sync Cache option introduced in Patch 004 to update the mid tier cache, one or more issues might result and the cache might fail to update completely.As a workaround, BMC recommends that you flush the mid tier cache using the Flush Cache button located on the Cache Settings page in the Mid Tier Configuration Tool instead of using the Sync Cache option.

SW00343877 If you have configured Internet Explorer security settings to disable automatic prompting for file downloads, reports might not run correctly. In this case, the Internet Explorer information bar appears when you click Run. This causes the form to be reloaded and information such as the query and resulting record IDs is lost.Workaround: To resolve this, either turn off this security setting, or use Ctrl+Click when you click the Run button to run a report.

Table 1-19: Known issues in BMC Remedy Mid Tier 7.5.00 (Sheet 2 of 2)

Issue ID Description

40 Technical Bulletin December 15, 2011

Patch 008

4 Note the permissions (owner, group, and access) on each of the files in the existing mid tier directory before copying the patch files in place.

5 Copy the new updated binaries from files/allplatforms to the midTierInstallDir directory.

For the complete list of updated files, see the “BMC Remedy User” section that follows.

6 Copy the new updated binaries from files/platform to the midTierInstallDir/WEB-INF/lib directory.

7 Set permissions on the newly copied files to match the original file permissions.

8 Start the web server and JSP engine.

Updated filesThe mid tier files are located in the patchDownloadDir/midtier/ directory. Table 1-20 lists the directories and files within that location that are updated for patch 008. You can use this information to upgrade from patch 006 to patch 008 by using the file replacement method.

For a cumulative list of files that were changed between the 7.5.00 release and the latest patch, see “Cumulative lists of updated files” on page 107.

Table 1-20 on page 41 uses the following variables to represent directories:

browser—represents ie (Internet Explorer), moz (Mozilla Firefox), and saf (Apple Safari)

unixPlatform—represents aix, hpux, linux, and solaris

locale—represents de, en, es, fr, it, ja, ko, pt_BR, ru, and zh_CN

Table 1-20: Files updated for BMC Remedy Mid Tier 7.5.00 patch 008 (Sheet 1 of 2)

Patch directory including updated files Destination directory

All platforms

./files/allplatforms/resources/browser/javascript/ClientCore.jsClientCoreAcc.jsClientCoreProf.jsClientCoreRTL.js

midTierInstallDir/resources/browser/javascript/

./files/allplatforms/WEB-INF/lib/ARWebReportViewer.jarMidTier.jarConfig.jararapi75.jar

midTierInstallDir/WEB-INF/lib/

BMC Remedy Action Request System Version 7.5.00 41

Patch 008

BMC Remedy UserThis section describes the issues that were resolved in patch 008 and the issues that remain open.

Resolved issuesTable 1-21 describes issues with BMC Remedy User that were resolved in patch 008.

Windows

./files/winnt/arapi75.dllarutl75.dllarodbc.dllarcatalog_locale.dll (non-Unicode)arcatalog_locale_W.dll(Unicode)

midTierInstallDirWEB-INFlib

All UNIX platforms (AIX, HP-UX for RISC, Linux, Solaris)

./files/unixPlatform/libar.*

Note: The .* extensions are as follows:

.a for AIX

.sl for HP-UX

.so for Linux and Solaris

midTierInstallDir/WEB-INF/lib/

./files/unixPlatform/locale/C/arsystem.cat

midTierInstallDir/WEB-INF/lib/locale/C/

./files/unixPlatform/locale/pt/arsystem.cat

midTierInstallDir/WEB-INF/lib/locale/pt/

HP-UX for 32-bit Itanium

./files/hpia32/libarxmlutil.sllibarxmlutil_hpia32.sl

midTierInstallDir//WEB-INF/lib/

Table 1-20: Files updated for BMC Remedy Mid Tier 7.5.00 patch 008 (Sheet 2 of 2)

Patch directory including updated files Destination directory

Table 1-21: Issues resolved in BMC Remedy User 7.5.00 patch 008 (Sheet 1 of 2)

Issue ID Description

SW00375066 If a currency field menu display type was set to Listbox, BMC Remedy User failed while accessing the field.

SW00376020 If you had set the Wrap Text property to True for the List view table column in the Japanese locale, the column header was also wrapped along with the column data.

SW00377141 When you opened BMC Service Request Management through BMC Remedy User and pressed the Tab key to navigate on the work order search form, BMC Remedy User terminated.

42 Technical Bulletin December 15, 2011

Patch 008

SW00379375 BMC Remedy User failed when you pressed the following keys on the Japanese keyboard in combination with the Alt key:

KatakanaHiraganaAny Roman Alphabet

SW00381426 After you upgraded BMC Remedy User, a screen flicker problem occurred.

SW00381987 Logging on to the BMC Remedy Change Management console was slow on computers running the Korean locale.

SW00382403 When you logged out from BMC Remedy User after viewing a flashboard, the floating license was not released.

SW00383697 The logo for the menu on the left side of the form did not appear correctly in BMC Remedy User.

SW00385340 The data in the Table Row was not aligned properly.

SW00386793 In BMC Remedy User 7.5.00, active links took longer than normal to respond.

SW00388318 When you generated a report on the Group List field using BMC Remedy User, the group number appeared in the report instead of group names.

SW00389689 When you used a workflow repeatedly to change the Visible property (True or False) for a table column, the column width was narrowed and eventually the column disappeared.

SW00390352 In BMC Remedy AR System server Japanese environment, when you scrolled through the records in the Result list by using the arrow keys, the width of the table columns decreased.

SW00390436 If a decimal field was used as a qualification, the table field did not get refreshed.

SW00394811 When an active link guide was called recursively, BMC Remedy User displayed the following message:Guide is called recursively

SW00396310 If the password contained special characters, such as %, &, and +, BMC Remedy User displayed an exception while rendering flashboards.

SW00397145 BMC Remedy User could not search for records when the RequestID field was greater than 10000000000.

SW00397984 In the French locale, the tooltips did not appear on BMC Remedy User.

SW00398377 You could not insert a user into the dynamic group fields.

SW00400281 When you were creating incidents, BMC Remedy User failed on computers that were running Internet Explorer 7.0.

SW00401104 When you were using Incident Management Console, BMC Remedy User failed with the following error:An unhandled win32 exception occured in aruser.exe[4152]

SW00412306 When you changed the system field attribute size and refreshed the form, BMC Remedy User terminated.

SW00414883 When you provided an incorrect date (for example, 4/a4/2011 10:13:45 AM) in a Date/Time field, a warning message appeared, and the calendar opened in a modeless form. When you closed the form, BMC Remedy User terminated.

Table 1-21: Issues resolved in BMC Remedy User 7.5.00 patch 008 (Sheet 2 of 2)

Issue ID Description

BMC Remedy Action Request System Version 7.5.00 43

Patch 007

Known issuesTable 1-22 describes issues with BMC Remedy User that remain open in patch 008.

Patch 007The following features were updated in this patch:

AR System suite installer (page 46)

AR System server (page 47)

BMC Remedy Approval Server (page 51)

BMC Remedy Assignment Engine (page 51)

BMC Remedy Data Import (page 52)

BMC Remedy Developer Studio (page 52)

BMC Remedy Email Engine (page 53)

BMC Remedy Mid Tier (page 54)

BMC Remedy User (page 55)

BMC Remedy Flashboards (flashboards) was last updated in patch 004. To upgrade to its latest version, download patch 004 and install this feature. See “BMC Remedy Flashboards” on page 76.

Product updates in patch 007Patch 007 introduces the following updates to BMC Remedy Mid Tier. SW00370297 was used to track these changes.

Ehcache upgraded to version 2.0.01The Ehcache open-source cache manager has been upgraded to version 2.0.01. The following updates are made in Ehcache 2.0.01:

Ehcache 2.0.01 contains performance improvements and bug fixes, and handles more cache corruption issues.

Ehcache 2.0.01 uses ConcurrentHashMap classes in its implementation to support scalability. It supports high concurrent loads.

Table 1-22: Known issues in BMC Remedy User 7.5.00

Issue ID Description

None BMC Remedy User is not supported on 64-bit computers. If you attempt to run a search on BMC Remedy User on a 64-bit computer with the Portuguese locale, BMC Remedy User consumes 100 percent of the CPU.

SW00324302 After you change the locale by choosing Tools > Options > Locale, BMC Remedy User 7.5.00 does not display locale-specific templates in the View field.

44 Technical Bulletin December 15, 2011

Patch 007

Ehcache 2.0.01 removes many synchronization blocks in CacheManager, Cache, and MemoryStore, which improves speed when multiple threads are accessing the cache simultaneously.

Ehcache 2.0.01 provides support to newer versions of IBM Websphere® and other application servers.

In Ehcache 2.0.01, the spooling to disk mechanism is made asynchronous and the statistics (for example, hit count and miss count) are disabled to reduce overhead.

In Ehcache 2.0.01, the value for the maxElementsInMemory configuration property has been set to 10000. Earlier, the value for the property was set to Integer.MAX_VALUE that resulted in OutOfMemory errors.

For more information, visit http://ehcache.org.

Updates for file compression, browser cache, and SWF filesThe following updates are made for file compression, browser cache, and SWF files.

The compression of SWF files is disabled because Adobe Flash files are already compressed. CPU cycles were unnecessarily spent in compressing and uncompressing them.

The backchannel HTTP response is now compressed if it exceeds 1 KB, to improve the response time. This compression is enabled by default, but is configurable.

The Progress_NonModal-circle.gif file is now downloaded on the first access and used from the cache thereafter, unless updated.

The background SWF file was downloaded multiple times for forms that used the Gradient effect for panels. Preloading the flash file while logging in and passing the parameters through FlashVars avoids multiple downloads.

NOTE FlashVars works only on Adobe 6.0 or later players.

BMC Remedy Action Request System Version 7.5.00 45

Patch 007

AR System suite installerThis section describes the issues that were resolved in patch 007 and the issues that remain open.

Resolved issuesTable 1-23 describes issues with the AR System suite installer that were resolved in patch 007.

Table 1-23: Issues resolved in patch 007 for the AR System 7.5.00 suite installer

Issue ID Description

SW00323625SW00351597

The AR System server installation failed if you enter 0 (zero) in the AR System Server TCP Port Number field on the AR System Portmapper and TCP Port Information panel.

SW00340042 While installing BMC Remedy Mid Tier with Crystal Reports Server XI, if you selected the BMC Remedy Mid Tier and AR Crystal Web Application options, the configuration page for the ARWebReportViewer application was not accessible.

SW00341396 AR System upgrade from version 7.1.00 to 7.5.00 failed on the Sybase 15.0 database due to the reserved keyword Owner in the SQL script.

SW00360304 The AR System Log Zipper utility did not capture information about all the relevant registry keys for the BMC Remedy Mid Tier profile.

SW00362993 During AR System 7.5.00 upgrade, if the computer had less memory size, the Multiple-ARSystem-Servers parameter was appended to the Server-directory parameter in the ar.cfg file. This prevented the dispatcher thread from starting, thereby affecting other services like the approval server and assignment engine.

SW00364890 While installing AR Crystal Web Application on a system with Crystal Reports Server or SAP BusinessObjects XI Server, if you selected the “other” option for web server and JSP engine, the application was not available for use after installation.

SW00368924 If the system base form auditing was enabled and then disabled, BMC Remedy Approval Server 7.5.00 upgrade failed.

SW00371019 The ecache1.2.4.jar legacy file caused problems when you logged in through the mid tier.

46 Technical Bulletin December 15, 2011

Patch 007

AR System serverThis section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 007.

Resolved issuesTable 1-24 describes issues with the AR System server that were resolved in patch 007.

Table 1-24: Issues resolved in AR System server 7.5.00 patch 007 (Sheet 1 of 4)

Issue ID Description

SW00349565 The following problem occurred when adding a button to a form:If a numeric character was present in a button name, and you created an active link for the button, the button name was replaced with name of a field whose ID matched the number.For example, if the button was named 1.Click, and it was used in the Execution Options of an active link, the name was converted to Request ID.Click when the active link was saved and reopened. Then, BMC Remedy Developer Studio did not allow the active link to be saved because Request ID.Click was not a valid button name.

SW00354435 If a function, such as ROUND or SUBSTR was added in the Transfer panel to create a DSO mapping, a null pointer exception was displayed.

SW00355640 In an active link Push Field action if a table field name contained a period (.), BMC Remedy Developer Studio ignored characters following the period. For example, $TF_ScopeFrom.GenericFormID$ was saved as $TF_ScopeFrom.

SW00355967 A column (ColX) on a form (FormA) was designed to reference a field (FieldX) on another form (FormB). If FormA also contained a local field with the same name (FieldX), ColX incorrectly referred to the local field instead of referring to FieldX on FormB.

SW00356947 For a Notify filter, the AR System server validated the permissions on the Subject and Body fields of the notification email message, but not on the Text field.

SW00357572 The AR System 7.5.00 server was unable to handle fields with the LONG data type. The following error occurred:ARERR [552] Failure during SQL operation to the database : ORA-00904: «C536870915»: invalid identifier.

SW00358109 When a record was submitted, a Push Field action on the form passed a NULL value for a Create Date field instead of the correct time stamp to the destination form.

SW00358852 When an SQL statement submitted from the mid tier contained two instances of the same keyword, the second keyword was not resolved. Therefore, the menu from which the SQL statement was triggered appeared empty.

SW00359067 When a Notify filter sent an email message that contained an attachment with the percent character (%) in the file name, the AR System server failed to respond.

SW00359419 When you opened AR System Administration Console after restarting an AR System server in a server group environment, the following error occurred:The specified Plugin does not exist. (ARERR 8755)

SW00359609 When you used a custom text reader to read data from Character, Diary, or Attachment fields in a Unicode database, AR System server encountered an error in FTS.

SW00359688 When using BMC Remedy Mid Tier, if you provided the AR System server name in uppercase in the URL, the data could not be populated in the menu fields.

BMC Remedy Action Request System Version 7.5.00 47

Patch 007

SW00359869 If you performed a search for a Currency field on a Join form with an FTS user license, the AR System server returned the ARERR 314 error and the operation failed.

SW00360813 When you renamed the following AR System server objects related to fields, names of the corresponding object relationships were not updated:

Active link guidesFilter guidesApplicationsPacking listsWeb servicesMenus

As a result, the Relationships view in BMC Remedy Developer Studio displayed the old names.

SW00361082 If many permission groups were involved, field permission checking for GLE calls was slow on Solaris servers.

SW00361176 When the mid tier issued the EXEC API command to open an escalation, arserverd stopped responding.

SW00361617 When you set the AR System server locale to German, the Actual Start Date for an event was set to 01/01/1979 instead of the date when the event was created.

SW00361739 The Permissions property for a field on the Archive and Audit forms was disabled, so developers could not change permissions for those forms in BMC Remedy Developer Studio.

Note: If you apply patch 007 by using the file replacement method, to implement this fix, make sure that you perform the following actions:

Use the updated arserver.exe (Windows), arserverd (UNIX), and arapi.jar files.Apply patch 007 for BMC Remedy Developer Studio.

SW00362626 If a warning was encountered during filter processing, the Audit action was not completed. This behavior was incorrect because Audit actions are expected to complete in case of warnings and not in case of errors.

SW00363253 In a server group, FTS state signaling between servers failed with the ARERR 8718 error because an arsignal command line argument was not enclosed in quotes.

SW00363349 BMC Remedy Email Engine was not able to retrieve data from the AR System server to send messages.

SW00363833 In a server group environment, multiple instances of BMC Remedy Email Engine were not supported on a single AR System server.

SW00364443 The ARGetListEntryWithField API call did not return the correct number of matching records on an Oracle database.

SW00364656 In a server group, a server would transfer pending full text indexing tasks from a delinquent server to itself even when full text indexing was disabled.

SW00364659 A Java API attachment caused a JDK deflator leak in the JNI native space.

SW00364913 When using AREA in the Java plug-in server, the AR System server issued incorrect license types to users.

SW00364988 The SQL0423N and SQL1585N DB2 errors were issued when the ARGetOneEntryWithFields API call was executed on a form that had a Display-Only attachment field, more than 500 fields, or both.

Table 1-24: Issues resolved in AR System server 7.5.00 patch 007 (Sheet 2 of 4)

Issue ID Description

48 Technical Bulletin December 15, 2011

Patch 007

SW00365241 If the Set Fields action with User access was triggered from a Service action, when the request ID was not mapped or NULL, the Service action failed.

SW00365319 When loading a Web Service Definition Language (WSDL) in BMC Remedy Developer Studio on a computer without a network connection, the ARERR 7012 error occurred.

SW00365425 If you provided an excessively long Qualification value, the AR System server stopped responding. Also, if you entered an SQL command exceeding the built-in 50000-byte limit, the AR System server reported the ARERR 553 error.

SW00365435 When dynamic joins of vendor forms were used, each arserver.exe file handle consumed about 24 KB of memory.

SW00365437 When a database server in an Oracle RAC configuration failed, the AR System server stopped responding.

SW00366020 The Java plug-in server occasionally passed the wrong server name to plug-ins.

SW00366646 The Delete operation ignored an audit qualification that was defined to restrict a record from being created in an AR System Audit form.

SW00366670 Creating an entry on a published complex web service might have caused the AR System server to stop responding when the logging was turned on.

SW00367049 When the NOT LIKE operator was used to perform a search on a Vendor form, the following error message occurred, even though matching records existed:ARWARN 1200 : No matching requests

SW00367325 When AR System clients reused the same control structure to make simultaneous API calls, intermittent authentication errors occurred in the BMC Atrium Reconciliation Engine and BMC Atrium Integration Engine.

SW00367441 Although a DSO transfer was completed successfully, the DSO server stopped responding after receiving a SIGPIPE signal.

SW00367554 Although the DSO server was working properly, the GetThreadPendingList error was reported in the DSO log.

SW00367916 When you upgraded to Oracle Java Development Kit (Oracle JDK) 1.6_20, BMC Remedy Mid Tier 7.5.00 was unable to cache forms and the following error occurred:RuntimeExceptionjava.lang.UnsupportedOperationException

SW00368514 A web service failed to retrieve attachments from the secondary form of a join form.

SW00368605 Even though the upgrade version in the .def file did not match the patch level of arserverd, the AR System server imported .def files from the systemforms directory.

SW00369186 When the CreateEntry API call was made while consuming a webservice, the AR System server stopped responding.

SW00369317 When accessing the Intelligent Incident Setup page in BMC Service Impact Manager, the plug-in server stopped responding.

SW00369618 A memory leak occurred in the ARGetMultipleActiveLinks API call, which only affected active links with macro parameters.

SW00369862 The timeout period for outgoing web services calls was not configurable.

Table 1-24: Issues resolved in AR System server 7.5.00 patch 007 (Sheet 3 of 4)

Issue ID Description

BMC Remedy Action Request System Version 7.5.00 49

Patch 007

SW00369891 Even though a line feed or carriage return character was not defined, a Run If filter qualification incorrectly detected that it was present, and executed the associated filter action.

Note: This issue is fixed in the AR System server 7.5.00 patch 007. Now, special characters like n, r, t, and the space character are retained in the Run If qualifications of workflow.

In out-of-the-box BMC Remedy ITSM, BMC Service Level Management, and BMC Service Request Management applications, set ‘fieldName’ != “ ” to ‘fieldName’ != “” in the following filters after you upgrade to AR System:SHR:ATR:SetErrorMessage_013_LoopSHR:SHR:SetErrorMessage_013_LoopCTM:CPP:UpdateGroupList_Add4CTM:CPP:UpdateGroupListOther_Add4CTM:PPG:UpdateGroupList_196_Add4AST:ARD:NewApprovalNotification-ParseApprovers-ProcessMoreCHG:CSG:NewApprovalNotification-ParseApprovers-ProcessMoreRMS:RMA:NewApprovalNotification-ParseApprovers-ProcessMoreSLM:CollectionNodeTypeProperties:SetNULLIFSpaceSRM:REQ:NotifyApprover_899_ParseApprovers-NextLoginENT:PPG:UpdateGroupList_196_Add4

In your custom workflow, look for special characters like n, r, t, and the space character in the Run If qualifications, and suitably modify them if similar logic has been used.

SW00370990 When you defined a distributed mapping in BMC Remedy Developer Studio, custom mapping on the Status History field was not saved.

SW00371737 If you set the Client-Side Logging Group field to Public in the Log Files tab of the AR System Server Information form, users having Public permissions were able to generate the filter, API, or database logs.

SW00372602 Even though you specified the appropriate JAR file names in the <pluginset><pathelement> tags in the pluginsvr_config.xml file, plug-ins could not share classes or libraries with each other.

SW00373729 When users modified the value in a field on which they did not have the necessary permissions, the AR System server did not display ARWARN 60.

SW00373853 The administrative AR System server in a server group did not propagate the server objects’ time stamps (which follow) to other AR System servers on which administrative operations were disabled:

Last changedLast createdLast deleted

As a result, the Sync Cache process in BMC Remedy Mid Tier failed.

SW00374076 If you defined a DSO mapping on some forms, the AR System server incorrectly excluded those forms from user license requirements.

SW00375205 When you performed a search with the FTS option ON, a memory leak occurred in the AR System server.

Table 1-24: Issues resolved in AR System server 7.5.00 patch 007 (Sheet 4 of 4)

Issue ID Description

50 Technical Bulletin December 15, 2011

Patch 007

BMC Remedy Approval ServerThis section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 007.

Resolved issuesTable 1-25 describes issues with the approval server that were resolved in patch 007.

BMC Remedy Assignment EnginePatch 007 does not include any resolved issues for the assignment engine, but the binaries were updated due to dependencies on other features. The time stamps for these binaries differ from those delivered in patch 006.

When upgrading to future versions of AR System applications, you might be required to have the assignment engine on the patch 007 level. To achieve this, include the assignment engine when running the AR System suite installer for patch 007.

Table 1-25: Issues resolved in BMC Remedy Approval Server 7.5.00 patch 007

Issue ID Description

SW00361667 The flowchart views for approval requests were not visible in clients for locales that were not supported in AR System.

SW00363525 The Due-Soon Interval setting did not reflect correctly on Approval Central.

SW00364898 An approval server instance on Solaris caused the arplugin module ARSYS.ARDBC.PREVIEW to terminate, thereby causing the AR System server to stop responding.

SW00368539 If the Self Approval rule was associated with a process, the flowchart view for a request of that process type was not rendered.

BMC Remedy Action Request System Version 7.5.00 51

Patch 007

BMC Remedy Data ImportThis section describes the issues that were resolved in patch 007.

Resolved issuesTable 1-26 describes issues with BMC Remedy Data Import that were resolved in patch 007.

BMC Remedy Developer StudioThis section describes the issues that were resolved in patch 007.

Resolved issuesTable 1-27 describes issues with BMC Remedy Developer Studio that were resolved in patch 007.

Table 1-26: Issues resolved in BMC Remedy Data Import 7.5.00 patch 007

Issue ID Description

SW00361546 BMC Remedy Data Import was not able to import large decimal values (for example, numbers near the boundary values -99999999999999999999999999.99 and 99999999999999999999999999.99).

SW00361855 The Long Date Sample field on the Preferences dialog box displayed an integer value of the current date instead of the weekday for the dddd string.

SW00363372 BMC Remedy Data Import did not recognize the field separator specified with the tab delimiter (t).

SW00363417 While creating a new field mapping, BMC Remedy Data Import did not read the Long Date Format setting in the Preferences dialog box and also ignored its value when a saved mapping file was loaded. Therefore, users were forced to set the long date format for each new import session.

SW00366063 If you used auto mapping and then edited a field mapping to specify a keyword as its value, the changes you made were not saved properly.

SW00366961 When a new .csv or .ascii data source file was imported in an existing session, the record count displayed was incorrect because BMC Remedy Data Import did not refresh the record counter.

SW00368809 If a Diary field contained the rn character, BMC Remedy Data Import imported it as text instead of recognizing it as the carriage return character and treating it accordingly.

SW00370003 If a field value contained a date that was close to the end of the current century (for example, 2099), BMC Remedy Data Import recorded an “Invalid Date/Time format” error in the import log and did not import the corresponding record.

SW00373384 While importing a B.C.E date into the Date field, BMC Remedy Data Import returned the “Invalid Date/Time format” error.

Table 1-27: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 007 (Sheet 1 of 2)

Issue ID Description

SW00353629 After deleting a menu from a field on the base form, the menu box space remained undeleted on the join form fields.

52 Technical Bulletin December 15, 2011

Patch 007

BMC Remedy Email EngineThis section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 007.

Resolved issuesTable 1-28 describes issues with the email engine that were resolved in patch 007.

SW00359661 When you saved the form after deleting the existing value for the Audit Qualification property on the Form Properties dialog box, the value remained undeleted.

SW00361188 In the DefinitionImport.bat file of BMC Remedy Developer Studio, the -expapp option was available instead of the -impapp option.

SW00362135 The following exception was displayed while opening a view: java.lang.ClassCastException: com.bmc.arsys.api.RegularFieldMapping cannot be cast to com.bmc.arsys.api.ViewFieldMapping

SW00363744 When you attempted to add attachment fields in a view, the Create/Select Attachment Pool dialog box did not appear. Therefore, you could not specify whether to add the selected fields to an existing attachment pool or to a new one. So, even though you specified the attachment fields in the Add/Remove Fields in View dialog box, they were not added in the view.

SW00364467 If you used BMC Remedy Developer Studio 7.5 to create a Flashboard Alarm, the alarm was not generated from the Flashboard server.

SW00364661 The web services that contained old values did not open.

SW00364664 If you used the user interface to update an element, the mapping element was not updated accordingly.

SW00365387 When you saved the HPD:Incident Management Console form, BMC Remedy Developer Studio displayed the following error: Panel Field ‘z2PL_FBNav_KPI’ has an initial size greater than the maximum size.

SW00365868 BMC Remedy Developer Studio did not allow you forms that had an unlabeled view.

SW00370654 The Operation field was not getting populated because WSDL was not getting loaded properly.

SW00372028 BMC Remedy Developer Studio did not enable the Login button after loading WSDL.

Table 1-27: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 007 (Sheet 2 of 2)

Issue ID Description

Table 1-28: Issues resolved in BMC Remedy Email Engine 7.5.00 patch 007

Issue ID Description

SW00362701 While processing an incoming message, the email engine encountered a null pointer exception.

SW00366707 While processing an incoming message with an attachment, the email engine scrambled the attachment name.

SW00370217 While parsing user-defined instructions in an incoming message, the email engine was unable to parse some keywords.

BMC Remedy Action Request System Version 7.5.00 53

Patch 007

BMC Remedy Mid TierThis section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 007.

Resolved issuesTable 1-29 describes issues with the mid tier that were resolved in patch 007.

Table 1-29: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 007

Issue ID Description

SW00360627 BMC Remedy Mid Tier did not honor the Go To action in an active link guide.

SW00361149 BMC Remedy Mid Tier sporadically encountered null pointer exceptions when logging an Internal category log.

SW00361383 If the open URL command contained more than one field for substitution and one of those fields appeared at the end of the URL, the fields for PERFORM-ACTION-OPEN-URL were not substituted correctly.

SW00363355 A record opened on the BMC Remedy Change Management console appeared corrupted when viewed in the Brazilian Portuguese (pt_BR) locale.

SW00363369 If you logged in with your AR System login name and performed a search with the ‘Submitter’ = $USER$ criteria, BMC Remedy Mid Tier encountered a JavaScript exception.

SW00365811 When you triggered the generation of two Crystal Reports simultaneously (in different browser sessions), they appeared to be executing in serial and not in parallel—the second report could not finish until the first report finished.

SW00367041 A race condition in Apache Tomcat 5.5.28 prevented proper handling of HTTP resource requests from the SRMSServiceRequestBrowser DVM plug-in. Instead of returning the contents of PluginSupport.js, the following error was displayed:Session is invalid (ARERR 9201)

SW00368825 If you selected some records in a result list in BMC Remedy Mid Tier and generated an AR System report, the sort order of the report template was not applied. The order in which the records were displayed in the result list was applied instead.

SW00372879 Consider that the word “ ROOT ” (all uppercase and surrounded by space characters) appeared in a Character or Diary field in a record. If an AR System web service operation (for example, OpGetResponse) was called to return that record, the word “ROOT” was replaced with the name of the operation.

SW00373200 When you closed an AR System window in Mozilla Firefox, the underlying form was opened in the incorrect mode (for example, the Modify mode instead of the Search mode).

SW00373228 The default value (10) of the maxConnections parameter for the 7.0.01 Java API-based plug-ins was insufficient. The connection threads waited for one of the 10 pooling proxy connections to be available and caused the mid tier to stop responding.

SW00374054 Logs generated from the ServerSync marking methods did not have proper date values. The AR System API returned date values in seconds and the mid tier passed these values to the log without converting them into the date and time format.

SW00375143 When using dynamic menus, users randomly encountered the ARERR 9372 (Bad Menu) error.

54 Technical Bulletin December 15, 2011

Patch 007

BMC Remedy UserThis section describes the issues that were resolved in patch 007 and the issues that remain open.

Resolved issuesTable 1-30 describes issues with BMC Remedy User that were resolved in patch 007.

Table 1-30: Issues resolved in BMC Remedy User 7.5.00 patch 007

Issue ID Description

SW00340359 BMC Remedy User did not display graphics, such as the header image and the process flow status bar in the BMC Remedy ITSM applications and on BMC Atrium screens.

SW00376602 When you pasted text into a Character field in BMC Remedy User, even though the field length was sufficient, the last character was not copied. For example, if you pasted 10 characters in a Character field with a length of 10 characters, only 9 characters were copied.

SW00361192 When a user pasted some English (single-byte) characters in a text field and then cleared the text field and pasted some Japanese (double-byte) characters, some English characters were appended to the Japanese characters.

SW00366989 While saving a modified record in BMC Remedy User 7.5.00 patch 004, a recursive call was sent to a guide that used the PERFORM-ACTION-APPLY run process command. This resulted in unsaved data in the database.

SW00367537 Users were unable to open menus from the character fields with the Drop-Down List display type by using the keyboard.

SW00368221 When users set the value of a field to the $ SERVERTIMESTAMP $ keyword, the keyword did not expand as appropriate.

SW00368694 BMC Remedy User did not conceal or encrypt the username and password information when retrieving flashboards data.

SW00370002 When a form was displayed in the Modify or Display mode, the input focus (the mouse cursor displayed when awaiting text input) was not set to a field in the Details pane.

SW00370015 The artask shortcut did not open the BMC Remedy User window according to the WIN-POSITION setting in the ar.ini file.

SW00372212 When you performed a search on a form, the results varied, as follows:If you specified advanced search criteria and ran the search, BMC Remedy User generated the correct set of results.If you specified the same advanced search criteria and generated a report without running the search, no results were included in the report.

This issue occurred because the reporting mechanism did not take the advanced search criteria into consideration.

SW00372303 When opening a flashboard, BMC Remedy User sent the username and password as part of the URL (GET method), instead of sending them as part of the data portion (POST method) of the mid tier request URL.

SW00374615 When you clicked a Tree control, a false message was displayed stating that a guide was called recursively.

BMC Remedy Action Request System Version 7.5.00 55

Patch 006

Patch 006The following features were updated in this patch:

AR System suite installer (page 56)

AR System server (page 58)

BMC Remedy Approval Server (page 62)

BMC Remedy Assignment Engine (page 63)

BMC Remedy Data Import (page 63)

BMC Remedy Developer Studio (page 63)

BMC Remedy Email Engine (page 64)

BMC Remedy Mid Tier (page 65)

BMC Remedy User (page 65)

BMC Remedy Flashboards (flashboards) was last updated in patch 004. To upgrade to its latest version, download patch 004 and install this feature. See “BMC Remedy Flashboards” on page 76.

Product update in patch 006During an AR System installation, the Log Zipper utility writes the log entries for each feature in a .zip file. Log Zipper is used extensively by BMC Support teams to collect the logs from a customer’s installation, and it was updated to gather information about the mid tier configuration files (for example, the config.properties file). SW00360817 was used to track this update.

AR System suite installerTable 1-31 describes issues with the AR System suite installer that were resolved in patch 006.

Table 1-31: Issues resolved in patch 006 for the AR System 7.5.00 suite installer (Sheet 1 of 3)

Issue ID Description

None When running the AR System suite installer, you might have encountered the following security warning:The publisher could not be verified.This issue occurred if your operating system did not have the latest updates for root certificates.

SW00324294 The AR System suite installer did not clean the resource_cache folder within the home directory after every installation or upgrade of BMC Remedy User.

Note: This issue was resolved in patch 002, but was not mentioned in the BMC Remedy AR System 7.5.00 Patch 002 Technical Bulletin.

56 Technical Bulletin December 15, 2011

Patch 006

SW00324660 If you install or upgrade AR System 7.5.00 patch 001 on the IBM Informix database with Unicode, the BMC header image object is not installed, and you cannot manipulate images in BMC Remedy Developer Studio.The following messages might appear in the arerror.log file after the installation:An illegal character has been found in the statement. (Informix -202)Failure during SQL operation to the database : An illegal character has been found in the statement. (Informix -202) (ARERR 552)Problem encountered during creation of one of the server system forms (ARERR 9075)

Note: This issue was resolved in patch 002, but was not mentioned in the BMC Remedy AR System 7.5.00 Patch 002 Technical Bulletin.

SW00325279 If you installed, upgraded, or overwrote AR System on the Oracle Solaris or IBM AIX platform with Informix, Unicode (UTF-8) installations were not supported.

Note: This issue was resolved in patch 002, but was not mentioned in the BMC Remedy AR System 7.5.00 Patch 002 Technical Bulletin.

SW00327298 If you set the temporary tablespace TEMP as the default tablespace for ARADMIN, the AR System server installation with pre-created objects failed.

SW00328008 The Sybase database panels in the AR System suite installer did not clearly describe the required input.

Note: See “Updated labels on the AR System suite installer panel.”

SW00331250 If the LANG environment variable was set to EN_US.UTF-8, the UTF-8 AR System server failed to install with Informix on AIX during the first server startup with the following error:Fetch attempted on unopen cursor.(Informix -400)

SW00351475 When upgrading (and sometimes freshly installing) BMC Atrium CMDB alongside AR System 7.5.00 with BMC Remedy Mid Tier (mid tier), initialization problems occurred sporadically with the Normalization Engine plug-in. These were caused by the AR System installer pre-pending the mid tier library path to the PATH environment variable when installing the mid tier.

SW00353778 If table, column, or index names contained special characters (for example, test$Table$0) in Oracle, the AR System installer failed to upgrade from version 6.3.00 to 7.5.00.

SW00354263 If audit was enabled for the form, the alter table operation for Business Segment–Entity Association failed during an upgrade.

SW00356955 If you try to install the AR System server on Sybase 15.0.2/ EBF 14328, the installation might fail and the following error message might be displayed:Failure during SQL operation to the database : Incorrect syntax near the keyword ‘path’For troubleshooting information, see Sybase error 156 in your Sybase documentation and the ARERR 552 error in the BMC Remedy Action Request System 7.5.00: Error Messages Guide.

Note: This problem was mentioned as a known issue (SW00337497) in patch 001. It was resolved in patch 004, but was not mentioned in the BMC Remedy AR System 7.5.00 Patch 004 Technical Bulletin.

Table 1-31: Issues resolved in patch 006 for the AR System 7.5.00 suite installer (Sheet 2 of 3)

Issue ID Description

BMC Remedy Action Request System Version 7.5.00 57

Patch 006

Updated labels on the AR System suite installer panelTo clearly state the input required on the Sybase database panels during an AR System server installation, the following labels were changed:

This change will be reflected in the Sybase database panels installation worksheet in the Installation Guide for the next AR System release.

AR System serverTable 1-32 describes issues with the AR System server that were resolved in patch 006.

SW00359911 When performing a custom installation, if you selected all AR System clients except BMC Remedy Mid Tier, the following exception was written to the installation log:ERROR_CREATING_INSTALLATION_PANEL_DELEGATE

SW00360970 The AR System installer for HP-UX Itanium did not install the correct JVM.

Table 1-31: Issues resolved in patch 006 for the AR System 7.5.00 suite installer (Sheet 3 of 3)

Issue ID Description

Old label New label

Datafile Name Data File Name with Path

Logfile Name Log File Name with Path

Table 1-32: Issues resolved in AR System server 7.5.00 patch 006 (Sheet 1 of 4)

Issue ID Description

SW00323928 A delay occurred in the creation of approval server signatures on Sybase because the plug-in server stopped responding to signals after the AR System server was restarted by a filter action.

SW00325184 The LogFiles.txt file was created in ARSystemServerInstallDir/bin instead of ARSystemServerInstallDir/db, which is its correct location.

SW00325990 An upgrade from BMC Atrium CMDB 2.1 to version 7.6.00 with all languages on Solaris failed because the delete schema field (DSF) API deleted the wrong fields from the join form.

SW00326642 The ARSetSchema API call was not backward compatible with version 7.1.00 of the AR System server.

Note: This issue was resolved in patch 004, but was not mentioned in the BMC Remedy AR System 7.5.00 Patch 004 Technical Bulletin.

SW00333468 When creating an entry on the self join form whose base form contained a Character field with the $MENU$ pattern, the following error occurred:ARERR [306] Value does not fall within the limits specified for the field : (Pattern — $MENU$)

SW00335048 The ARERR 5058 error occurred while saving the search type of a menu in BMC Remedy Developer Studio.

SW00336989 An advanced search for the Currency field with an empty string failed.

SW00337358 If the Report form definition attachment was not present when the entry was retrieved, the Report Creator plug-in stopped responding sometimes.

58 Technical Bulletin December 15, 2011

Patch 006

SW00339088 AR System reports could not be generated from the mid tier.

SW00345485 Installing AR System with a Sybase ASE database was not possible on UNIX because the 64-bit Sybase 12.5.3 client version was no longer supported.The AR System installer no longer depends on ASE folders to be available. You can successfully install AR System with any Sybase 12.5.1 open client.

SW00345729 When consuming a web service, the mid tier sent over in the SOAP document the elements that were not mapped and had minOccurs = 0.

SW00347847 When consuming a web service with a parent-child relationship, the mid tier encountered the following error:Filter does not exist on server : arserverfilter.

SW00348430 If a field name contained the less than (<) or greater than (>) symbol, the corresponding View form could not be created.

SW00348738 When the Ignore Excess Groups option was disabled, AREA authenticated users that did not belong to any group could log on to the AR System server.

SW00349315 The AR System server process terminated when you used BMC Remedy Migrator 7.5.00 to migrate a specific customer form to an AR System 7.1.00 server.

SW00349539 Some Authentication chaining modes did not allow BMC Remedy User details to be used when the user was authenticated using AREA.

SW00350094 Qualifications with arithmetic operators were not formatted properly.

SW00350330 When ARAPILOGGING was enabled for the mid tier, all connections were consumed after an improper login attempt.

SW00351600 The AR System server stopped responding when a filter used converted values in a Set Field action.

SW00351662 After upgrading to AR System server 7.5.00 patch 003, the patch string for the SHARE:Application_Properties form still contained patch 001.

SW00351926 The AR System server stopped responding when processing a web service that had an output mapping with a child schema.

SW00352106 A null pointer exception occurred during the execution of the getlistfilterobjects API call.

SW00352176 If the AREA plug-in failed to respond when a user attempted to log on, the ARERR 565 error occurred.

SW00352611 If you configured DB2 to use preload threads, the number of connections to the database from the arserverd process increased unexpectedly.

SW00352687 When deleting the associated schema, the AR System server did not check for the reservation of Guides or Packing Lists.

SW00352802 When building a userList to send notifications, the AR System server program terminated.

SW00353120 When large queries (returning more 2000 records) were run via the web services Get List call, with more than two users coming in around the same time, the calls timed out and sometimes the AR System server stopped responding.The fix prevents the AR System server from not responding.

SW00353352 An AR System administrator did not have any control over server group signaling.

SW00353371 The qualification parser returned the ARERR 313 error for a qualification that contained a date field with an arithmetic operation.

Table 1-32: Issues resolved in AR System server 7.5.00 patch 006 (Sheet 2 of 4)

Issue ID Description

BMC Remedy Action Request System Version 7.5.00 59

Patch 006

SW00353548 If a qualifier was entered in the Advanced Query bar to compare a Character field with a Currency field, the AR System server stopped responding.

SW00353874 When an active link qualification contained the value -1, the mid tier could not display the corresponding form.

SW00353901 The field name was used instead of a field ID value in a $PROCESS$ command.

SW00354053 When you ran a reconciliation engine job in BMC Atrium CMDB, arrecond was aborted at the AR System client RPC call slnetdir_getbyname().

SW00354146 Currency conversion was inaccurate because the CURRCONVERT function referred to the latest currency ratios from the AR System Currency Ratios form instead of referring to the appropriate currency ratio value.

SW00354399 Upon running RecursiveQueryIn or RecursiveQueryNotIn on a form, the AR System server returned an SQL error instead of an AR System error.

SW00355519 In a web service that had three levels, if any two of the grandchildren had the same distinguishing key, the following error was displayed:One or more entries match filter conditions—this operation has been defined so that any matches generate an error. (ARERR 8029)

SW00356393 If you created an entry with an attachment on one base form and another without an attachment on a different base form with the same request ID, the attachments could not be opened from the derived Join form.This is as designed—when you create an entry without an attachment on a base form, that entry is not inserted in the attachment table (BschemaID).

SW00357095 When in the production cache mode, the AR System server did not create a private copy of the definition cache for the ARCreateMultipleFields and ARSetMultipleFields API calls.

SW00357422 When the message length was more than 255 characters, using the Localized-Server: T option and custom error messages in AR System Messages Catalog caused the AR System server to stop responding.

SW00358454 When running a BMC Atrium Normalization Engine operation, the Java plug-in server encountered an exception.

SW00358692 When a qualification contained more than one conditional operator, multiple parentheses were introduced, which made the qualification unreadable.

SW00359917 When you upgraded BMC Atrium CMDB 2.1 to BMC Atrium CMDB 7.6 patch 004 with the Product Catalog, the AR System server timed out. This issue occurred because the AR System server did not safely handle the bad metadata in the database.

SW00361479 When you specified negative values in the search criteria, the Advanced Search operation failed.

SW00362061 When thousands of XMLGE calls failed and the ARERR 302 error was encountered, memory leaks occurred in the arserverd process.

SW00362062 When you attempted to open a customized escalation for editing, the arserverd process stopped responding.

SW00365563 When using many fields with different permissions in a query, non-administrator users encountered the following error:[ARERR 553] Operation requested is too large for a single SQL command

Table 1-32: Issues resolved in AR System server 7.5.00 patch 006 (Sheet 3 of 4)

Issue ID Description

60 Technical Bulletin December 15, 2011

Patch 006

Licensing and audit issueThe license audits implemented in version 7.1.00 of the AR System server were difficult to use in a server group environment. The implementation was as follows:

Each server in the group maintained a separate audit data file that contained only its own data.

Audits were run upon startup and every 45 minutes thereafter. Therefore, the server audits were not synchronized, which caused some minor discrepancies in license totals between servers.

To calculate the total number of licenses being used, the license audit was retrieved from each member of the server group and the license counts were added manually. The lack of synchronization between individual servers made the totals inconsistent.

To address these problems, the following changes were introduced in patch 004 of the AR System 7.5.00 release:

Each server scans the entire group for license counts, so that a single report from any group member contains the full set of licenses being used.

The license audit time is synchronized to minimize discrepancies in the audit numbers between members of the server group. The audits are not run immediately upon startup, but after waiting for an even multiple of 45 minutes from time zero (midnight on January 1, 1970). Thus, all the servers in the group run audits within a few seconds of each other, assuming that their internal clocks are set correctly.

After these changes were implemented in AR System 7.5.00 patch 004, the following additional issues were introduced:

In certain conditions, the 45-minute audit interval changed to 1 minute, so audits were performed too frequently. Also, audits were incorrectly performed immediately upon startup.

If more than 10 fixed user licenses were allocated, the audit data file was corrupted, and upon each audit a new data file was created. In the new file, the header and summary appeared to be intact, but the audit data was corrupted.

The original issue and the additional issues introduced after implementing patch 004 were corrected in patch 006.

SW00365603 If you provided an excessively long Qualification value, the AR System server stopped responding. Also, if you entered a SQL command exceeding the built-in 50000-byte limit, the AR System server reported the ARERR 553 error.

SW00369044 Attaching the list of fixed-license users to the fixed-license audit line caused the line buffer to overflow during audit.

Note: See “Licensing and audit issue” on page 61.

SW00370513 The license audit code did not release the initial server cache, causing unnecessary memory usage by the AR System server.

Table 1-32: Issues resolved in AR System server 7.5.00 patch 006 (Sheet 4 of 4)

Issue ID Description

BMC Remedy Action Request System Version 7.5.00 61

Patch 006

Applying patch 006 to fix patch 005

NOTE AR System 7.5.00 patch 006 replaced patch 005, which BMC withdrew permanently on July 8, 2010.

If you upgraded to patch 005, apply patch 006 by replacing the AR System server executable file. Table 1-33 lists the files at patchDownloadDir/server/ that are updated for patch 006.

BMC Remedy Approval ServerTable 1-34 describes issues with the approval server that were resolved in patch 006.

Table 1-33: Files updated for AR System server 7.5.00 patch 006

Patch directory including updated files Destination directory

Windows

./winnt/bin/srvdb2.exeor./winnt/bin/srvmssql.exeor./winnt/bin/srvoracl.exe

ARSystemServerInstallDir arserver.exe

All UNIX platforms (AIX, HP-UX, HP-UX for 64-bit Itanium, Linux, Solaris)

./unixPlatforma/db2_db/arservdb2or./unixPlatform/inf_db/arservinfor./unixPlatform/ora_db/arservoraor./unixPlatform/syb_db/arservsyb

Note: Informix and Sybase are not supported on Linux.a. unixPlatform represents aix, hpux, hpia64, linux, and solaris

ARSystemServerInstallDir/bin/arserverd

Table 1-34: Issues resolved in BMC Remedy Approval Server 7.5.00 patch 006

Issue ID Description

SW00354042 The Source ID link on Approval Central invoked the approval server three-way join form.

Note: In patch 006, the Source ID link was modified to invoke the application request form.

SW00358044 While adding a question for a request on AP:Show Detail, users encountered the following error, but were not prompted for a password after the message was closed:Authentication Fail.Please enter your valid AR system password. (ARERR 45490)

62 Technical Bulletin December 15, 2011

Patch 006

BMC Remedy Assignment EnginePatch 006 does not include any resolved issues for the assignment engine, but the binaries were updated due to dependencies on other features. The time stamps for these binaries differ from those delivered in patch 004.

When upgrading to future versions of AR System applications, you might be required to have the assignment engine on the patch 006 level. To achieve this, include the assignment engine when running the AR System suite installer for patch 006.

BMC Remedy Data ImportTable 1-35 describes issues with BMC Remedy Data Import that were resolved in patch 006.

BMC Remedy Developer StudioTable 1-36 describes issues with BMC Remedy Developer Studio that were resolved in patch 006.

Table 1-35: Issues resolved in BMC Remedy Data Import 7.5.00 patch 006

Issue ID Description

SW00356242 If two data fields were mapped to one form field (compound mapping), the corresponding data was not imported from an ASCII file.

SW00357158 If the data being imported contained large attachments, the import operation failed and the BMC Remedy Data Import process stopped responding.

Table 1-36: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 006 (Sheet 1 of 2)

Issue ID Description

SW00329745 After you renamed a Group form in BMC Remedy Developer Studio, the Groups objects list could not be opened. The following message was displayed:Errors encountered while retrieving Groupls lists from serverName. ERROR (303): Form does not exist on server; Group (ARERR 5087).

Note: This issue was resolved in patch 003, but was not mentioned in the BMC Remedy AR System 7.5.00 Patch 003 Technical Bulletin.

SW00346649 If you attempted to log on to an unavailable server, the working lists in the AR System Navigator were emptied.

SW00350792 When you exported the contents of a packing list, image objects were not included in the export.

SW00351173 BMC Remedy Developer Studio assigned incorrect field IDs to newly created fields.

SW00352001 The DefinitionExport.bat file did not provide an option to only export application structures.

SW00353205 Primary forms were not displayed in the View by Form type of working list.

SW00355616 If you attempted to open a definition file in BMC Remedy Developer Studio 7.5.00 patch 003, the (java.lang.ArithmeticException) division by zero exception occurred and the editor could not be opened.

SW00355898 BMC Remedy Developer Studio did not allow running an escalation explicitly.

BMC Remedy Action Request System Version 7.5.00 63

Patch 006

BMC Remedy Email EngineTable 1-37 describes issues with the email engine that were resolved in patch 006.

Field name change for Query ActionTo resolve SW00355580, the attachment name EntryID_Extension in the result of Query Action was changed to EntryID_GUID_Extension.

SW00356292 When a user modified any property on the Basic page of the Form Properties dialog, wrong values were set for the other properties.

SW00356501 BMC Remedy Developer Studio did not maintain packing lists on an AR System 7.1.00 server properly.

SW00356759 After a user cleared the Enable Next Request ID Block Size check box on the Basic page of Form Properties, saved the changes, and then closed and reopened the form, the check box still appeared selected.

SW00356956 When the Allow any Server in Server Group setting in the Configuration form was turned on, the From Server option in the DSO Mapping was saved as localServerName:serverGroupName instead of localServerName:serverAlias.

Table 1-36: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 006 (Sheet 2 of 2)

Issue ID Description

Table 1-37: Issues resolved in BMC Remedy Email Engine 7.5.00 patch 006

Issue ID Description

SW00352772 If the email engine was started while an AR System server was unavailable, NullPointerException entries were written to the email engine error logs.

SW00353758 If an incoming message contained a hyphen (-) in the Subject line, it appeared garbled in the Japanese locale.

SW00355110 The email engine corrupted messages when sending in bulk.

SW00355580 If the email engine contained more than 22 incoming mailboxes in a setup, it did not initialize all the mailboxes.

Note: See “Field name change for Query Action” on page 64.

SW00355764 If one out of multiple outgoing mailboxes encountered a problem while connecting to the mail server, the other outgoing mailboxes failed to process further messages.

SW00356829 When using the MAPI protocol, the email engine did not create records in the AR System Email Messages form for incoming messages whose priority was set to Low.

SW00356938 When trying to retrieve an entry that had already been deleted from AR System Email Messages, the email engine did not display a relevant error message.

SW00357671 The email engine did not use a private RPC queue even though the relevant property and its value were added to EmailDaemon.properties.

SW00358032 Using an incoming email with a query template that returns a large number of records eventually caused the email engine to stopped responding.

64 Technical Bulletin December 15, 2011

Patch 006

BMC Remedy Mid TierTable 1-38 describes issues with the mid tier that were resolved in patch 006.

BMC Remedy UserTable 1-39 describes issues with BMC Remedy User that were resolved in patch 006.

Table 1-38: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 006

Issue ID Description

SW00351114 Users were unable to run quick reports (generating a report file) by using the Report toolbar.

SW00351143 In BMC Remedy Mid Tier 7.5.00, errors were found in the My Reports feature.

SW00354316 Mid tier time stamps were inaccurate for the Brazil time zone.

Note: The DST changes introduced by the Brazilian government in 2008 were accommodated in the mid tier in this patch.

SW00355809 If you cleared a check box on a form (implemented as EnumField set to NULL) during a Modify All operation and then reopened the form, the check box still appeared selected.

SW00357041 BMC Remedy Mid Tier 7.0.01 patch 011 was unable to run a report if the report name contained single quote (‘) characters.

SW00361702 The Progress_non-modal circle.gif file, which is displayed to indicate that an operation is in progress, was downloaded during every page load operation instead of being downloaded only once and then referred from the cache.

Table 1-39: Issues resolved in BMC Remedy User 7.5.00 patch 006

Issue ID Description

SW00355243 When a form was opened and made visible by using COM, the visibility flag was not set in the document object.

SW00356235 While performing some operations in a Japanese environment, BMC Remedy User crashed and reported an application error in mfc71.dll.

SW00356239 BMC Remedy User was minimized during heavy processing that involved invoking a modal dialog. After the processing was completed, BMC Remedy User could not be maximized.

SW00356924 If an authentication string with hundreds or thousands of characters was encountered, BMC Remedy User stopped responding when opening an Crystal Reports report.

SW00356935 After clicking the Refresh All context menu in a table field, extra records were selected along with the ones that were selected manually before performing the refresh.

SW00358525 When a user opened any application console after changing the password, the following error was displayed:Cannot establish a network connection to the AR System server. (ARERR 90)

SW00358740 When displaying BMC Remedy ITSM 7.6.00 application consoles, BMC Remedy User 7.5.00 patch 004 stopped responding because it failed to connect the SSL-to-HTTPS web path while opening a flashboard.

BMC Remedy Action Request System Version 7.5.00 65

Patch 004

Patch 004The following features were updated in this patch:

AR System suite installer (page 70)

AR System server (page 71)

BMC Remedy Approval Server (page 73)

BMC Remedy Assignment Engine (page 74)

BMC Remedy Data Import (page 74)

BMC Remedy Developer Studio (page 74)

BMC Remedy Email Engine (page 75)

BMC Remedy Flashboards (page 76)

BMC Remedy Mid Tier (page 76)

BMC Remedy User (page 78)

Product updates in patch 004The following updates were made to AR System 7.5.00 through patch 004:

New silent installation parameter (page 66)

New AREALDAP parameter (page 67)

Mid tier

Updated Apache Tomcat version (page 67)

Smart caching (page 67)

Improved prefetch (page 67)

Preload option (page 68)

New additions to EmailDaemon.properties (page 68)

New flashboards parameter (page 69)

New FTS configuration parameter (page 69)

New silent installation parameterA new silent installation parameter was introduced for the email engine. SW00353407 was used to track this change.

When upgrading the email engine to release 7.5.00 or later, you need to specify the location of the existing instance by using the following new parameter in your silent installation parameters file:

-J BMC_LEGACY_EMAIL_ENGINE_SERVICE_INSTALL_DIR=emailEngineInstallDir

In the absence of this parameter, the existing instance is not upgraded, but the later version of the email engine is installed, and both the instances run simultaneously.

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New AREALDAP parameterAREAHUB authenticated users only for the first LDAP server when using SSL. Users could not disable LDAP server authentication when SSL was specified for AREALDAP. SW00346462 was used to track this change.

Originally, AREALDAP always authenticated the LDAP server certificate when opening a secure server connection. The Mozilla library only allows one server certificate, which means that when multiple LDAP servers are configured, only the first LDAP connection will succeed. To fix this, an option was provided to change how the server connection is made, so that the server certificate is not authenticated.

The AREA-LDAP-SSL-AUTH-OPTION parameter controls how the secure connection is established. By default, AREA-LDAP-SSL-AUTH-OPTION is set to true and will continue to authenticate the server certificate when opening the secure connection. If you set AREA-LDAP-SSL-AUTH-OPTION to false, the server certificate is not authenticated and multiple secure server connections can be established concurrently.

Updated Apache Tomcat versionThe version of Tomcat deployed with AR System was updated from 5.5.25 to 5.5.28 to avoid some security issues. This update was reflected in the compatibility matrix at http://www.bmc.com/support.

Smart cachingWhenever a definition change occurred on the AR System server, the mid tier flushed and re-created its entire cache, instead of re-creating only the cached objects that were changed. To avoid this situation, the caching mechanism was improved, whereby the mid tier can selectively invalidate objects that were changed in the cache. The relevant user interface change is that the Cache Settings page in the Mid Tier Configuration Tool now presents a new table of each AR System 7.5.00 server configured on the AR Server Settings page. Clicking the Sync Cache button for a server forces an update of only its outdated elements.

Detailed information about this change will be available in the documentation for the next AR System release.

Improved prefetchThe performance of the mid tier was improved by triggering prefetch to run again after a cache flush, simplifying the prefetch XSD, and making prefetch multithreaded. SW00344641 and SW00348558 were used to track these changes.

In the multithreaded prefetch mechanism, the number of threads is controlled by the following new property in the midTierInstallDir/WEB-INF/classes/config.properties file:

arsystem.max_number_of_prefetch_thread=4

The default number of threads is 4.

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Patch 004

The improved prefetch mechanism tracks the most recently used forms in a new file in the midTierInstallDir/WEB-INF/classes directory. Restarting the mid tier automatically prefetches these items, whether or not prefetch is enabled (through the prefetchConfig.xml file).

Preload optionA new preload option indicates whether to prefetch all the forms and active links for a server.

The preload option is disabled by default. To enable this option, select the appropriate check box while adding a server by using the AR Server Settings page of the Mid Tier Configuration Tool. The value of this setting is reflected in the PRE-LOAD column of the table that lists the mid tier servers.

If the preload option is enabled, forms and active links that are not already present in the cache are prefetched after restarting the mid tier.

New additions to EmailDaemon.propertiesNew properties were introduced for the email engine, and the following defects were used to track these changes:

SW00315645—The email engine intermittently stopped processing outgoing messages due to SMTP timeout. This issue was resolved earlier, but the following related information was not mentioned in the relevant technical bulletin.

To fix this issue, the following new property was introduced in patch 001:

com.bmc.arsys.emaildaemon.SMTPTimeout

This property specifies whether to wait before canceling a connection attempt and generating an error. In case of an SMTP timeout, the email engine waits for the timeout interval and then marks the queued message as an error. SMTPTimeout is not used by default. If you want the email engine to use this property, you must add it to EmailDaemon.properties and set its value to true. If you add the property but do not specify a value, it is considered as false.

SW00321332—The email engine was unable to suppress the Reply-To field in outgoing email messages. This issue was resolved earlier, but the following related information was not mentioned in the relevant technical bulletin.

To fix this issue, the following new property was introduced in patch 002:

com.bmc.arsys.emaildaemon.getReplyToWithFromAddress

getReplyToWithFromAddress is not used by default. If you want the email engine to use this property, you must add it to EmailDaemon.properties and set its value to true. If you add the property but do not specify a value, it is considered as false.

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Patch 004

The effect of using the getReplyToWithFromAddress property is as follows:

If the value of this property is not specified or is false, and an outgoing message does not contain any reply-to address, the message header will not contain the Reply To header value.

If the value of this property is true and an outgoing message does not contain any reply-to address, the message header will contain the Reply To header value, which is set to the value of the From address field.

If an outgoing message contains a reply-to address, the message header will contain the Reply To header value as set in the message, irrespective of the value of this property.

SW00347771—Users could not specify the SMTP timeout period.

To fix this issue, the following new property was introduced in patch 004:

com.bmc.arsys.emaildaemon.SMTPTimeoutPeriod

This property specifies the duration in number of seconds to wait before canceling an SMTP connection attempt and generating an error. In case of an SMTP timeout, the email engine waits for this interval and then marks the queued message as an error.

SMTPTimeoutPeriod is not used by default. If you want the email engine to use this property, you must add it to EmailDaemon.properties and set its value to any positive integer (upper limit depends on the platform). If you add the property but do not specify a value, it is considered as half the polling interval that is set for outgoing mailboxes. Also, SMTPTimeoutPeriod depends on SMTPTimeout; it works only when SMTPTimeout is set to true.

New flashboards parameterTo resolved SW00344121, the prefixseriesnames parameter was introduced to determine whether a variable name or label can always be used as a prefix to the names of the series for variables that have a Group By option. The values are:

0 (default)—The variable label and name appears only if a series with the same name already exists. (This was the behavior for BMC Remedy Flashboards prior to version 7.5.00.)

1—The variable label is added at the front of all series’ names (set by the Group By option) in the legend (if shown) or when the user moves the cursor over the flashboard. If a label is not entered in the Label field, the variable name is displayed.

New FTS configuration parameterA new configuration option, Use-FTS-In-Workflow, was added to alter the default behavior of using FTS for workflow searches. Setting this option to false (F) in the configuration file causes the AR System server to use the database search function for workflow searches. SW00340084 was used to track this change.

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Patch 004

AR System suite installerTable 1-40 describes the issues that were resolved in patch 004.

Table 1-40: Issues resolved in AR System 7.5.00 suite installer patch 004 (Sheet 1 of 2)

Issue ID Description

SW00323921 After upgrading to version 7.5.00 of the email engine, values of some properties from the existing EmailDaemon.properties file were not preserved.

SW00329625 The AR System installer reported an invalid database client home error on Sybase Open Client, because the ASE folders required for Sybase database validation were not present.

SW00330643 When upgrading from version 7.1.00 to 7.5.00 patch 001 of AR System on a server that also hosted BMC Atrium CMDB 2.1, the following error occurred multiple times in the log:libcmdbsvr21.so: wrong ELF class: ELFCLASS32

SW00330906 After an upgrade from version 7.1.00 to 7.5.00, 7.5.00 patch 001, or 7.5.00 patch 002, the —unicode parameter was missing from the armonitor.cfg file.

SW00334241 An attempt to install AR System 7.5.00 patch 001 failed on the Sybase 15.0 database due to the new keyword Owner, which conflicted with the existing active link named owner.

SW00335469 If the JAVA_HOME variable was not set in your environment, the Apache Tomcat servlet engine might not start.

SW00337556 Errors occurred during post-installation activities of BMC Remedy Developer Studio and BMC Remedy Data Import; the installation log reported XML parser exceptions.

SW00337611 A java.lang.NullPointerException occurred when installing the approval server and assignment engine with the suite installer.

SW00338229 BMC Remedy Mid Tier did not start because the suite installer for version 7.5.00 patch 002 put the wrong path in the Windows PATH environment variable.

SW00339056 If your AR System database on Sybase contained a large number of forms (more than 400), upgrading from AR System 6.3.00 or earlier to version 7.5.00 might have failed.

SW00341097 The following issues occurred after upgrading from AR System 7.5.00 patch 001 to patch 003:The installation summary displayed the message Service BMC Remedy Email Engine — is not running. The email engine installation was successful, but the emaild.sh entry in armonitor.conf was commented out. The initial workaround was to uncomment the emaild.sh entry in armonitor.conf and restart the AR System server.The armonitor.log file reported that apsvcae.sh and emaild.sh could not be found. These errors were incorrectly reported, and there was no impact on the functionality of the assignment engine and email engine. You could safely ignore these errors.

SW00346906 The arcache utility returned the exit code 0 (zero) even though a user was not created successfully.

SW00353415 Tomcat 5.5.28 packaged with BMC Remedy Mid Tier 7.5.00 patch 004 could not be installed on HP-UX.

SW00353841 When you installed BMC Remedy Mid Tier 7.5.00 patch 004 on Solaris, the packaged Tomcat 5.5.28 returned an invalid installation folder error.

SW00353934 The flowchart view (Sequence Diagram) of an approval process was not being displayed in the mid tier.

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Patch 004

AR System serverTable 1-41 describes the issues that were resolved in patch 004.

SW00354491 After you installed BMC Remedy Mid Tier 7.5.00 patch 003, the Crystal/BO Report Engine Deployment option was missing from the BMC Remedy Mid Tier Configuration tool.

SW00355124 When you upgraded BMC Remedy Mid Tier 7.5.00 patch 002 to 7.5.00 patch 004, Tomcat 5.5.28 was not restarted automatically.

Table 1-40: Issues resolved in AR System 7.5.00 suite installer patch 004 (Sheet 2 of 2)

Issue ID Description

Table 1-41: Issues resolved in AR System server 7.5.00 patch 004 (Sheet 1 of 3)

Issue ID Description

SW00323415 In the Business Time context, if the Daily Frequency was set to a value greater than 1 with any random Start Time as the base, the Due Date was being calculated incorrectly.

SW00330763 Server group processing could lead to a crash when an application dispatcher-based operation (like the approval server) was unexpectedly removed from a server during a busy period.

SW00337333 Memory leaks occurred in the AR System server when the BMC Atrium Configuration Management Database (CMDB) was performing an audit.

SW00339021 Memory leaks occurred in the AR System Java API when connecting to version 6.3.00 or earlier of the AR System server.

SW00339025 If a non-administrator user logged in to an AR System server running on Oracle and performed a query with ARXMLGE that could return more than 1000 records, the AR System server failed with the ARERR552: ORA-01795 error.

SW00339189 Creating an active link with a Push Field action that contained a field assignment, where the field is assigned to multiple keywords, could cause the AR System server to stop responding.

SW00339489 Fixed time escalations could be skipped if object definition changes caused a new cache to be created prior to the escalation being fired.

SW00339623 The AR System server stopped responding during an archiving process if the archive source form contained non-data fields, such as Text, Trim, Button, and so on.

SW00339797 After upgrading from AR System server 7.0.01 to version 7.1.00, some users with floating write licenses could not update forms because they randomly received floating read licenses at login.

SW00340084 If FTS licenses existed on the AR System server, the server always used FTS in workflow searches instead of using the database search function.

Note: See “Product updates in patch 004” on page 66.

SW00340885 When an AREA login failure occurred, the incorrect AR System error was logged.When Display-General-Auth-Message is enabled, details are not reported for an external authentication-specific error.

SW00341095 When performing a Set Fields action on an AR System server with the Japanese locale, many unidentified empty records appeared in Display List.

SW00341142 Pending full text indexing tasks from a server could get modified incorrectly by another server in a server group.

SW00341200 The API Test Driver command menu incorrectly listed the dver command as drver.

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Patch 004

SW00341400 The installation of BMC Remedy Service Request Management on a standalone AIX server with DB2 could not proceed after restarting the AR System server.Installing BMC Remedy ITSM applications or BMC Atrium CMDB with eight languages requires setting ulimit -d to unlimited.

SW00341691 If the Report form definition attachment was not present when an entry was retrieved, the Report Creator plug-in could crash.

SW00341735 The AR System server did not attempt to reconnect to the database after it encountered the ORA-01254 error from and Oracle RAC setup. (The Recovery Manager was processing a backup operation.)

SW00342710 When working with DB2, the AR System server did not return the expected result on performing a query (with the LOCATE function) against a field value that began with a wild card.

SW00343219 Server Events were recorded for event types that were not selected for recording.

SW00343816 When using the glewmsf or glewf command on a vendor form, the $TIMESTAMP$ keyword was converted to its integer enum value before being passed to the plug-in.

SW00344342 If entries existed for a form, selecting an existing field for literal full text indexing could result in the index being built without the literal designation.

SW00344488 The AR System server crashed when running a web service based on a date field that was not in the YYYY-MM-DD format.

SW00344858 Row-level permissions failed with an SQL error while using the dynamic join API command glewmsf.

SW00344907 When users changed passwords, unnecessary authentication attempts could occur, leading to LDAP account lockouts.

SW00345535 The Db-Max-Attach-Size configuration parameter was implemented inappropriately. This parameter applies only to Oracle; the limit was applied only before writing to the database, which could cause the AR System server to consume memory inappropriately.

SW00345978 Repeated usage of the web service OpGet operation for a record with an attachment caused unexpected increase the AR System server’s memory consumption.

SW00346061 Users could not create default permissions in a BMC Atrium CMDB CI instance from the BMC_DefaultAccountPermissions form.

SW00346462 AREAHUB authenticated users only for the first LDAP server when using SSL.Users should be allowed to disable LDAP server authentication when SSL is specified for AREALDAP.

SW00347011 Upon double-clicking the appropriate active link in the object list of BMC Remedy Developer Studio 7.5.00 patch 002, the following error was displayed: Could not create the view: For input string: ª–2A +¨Cæ

SW00347763 Queries involving FTS fields with empty search terms caused performance problems.Searching FTS indexed fields with comparisons to an empty string should route the query to the database to work efficiently.

SW00347902 A save operation failed after NumberFormatException occurred for active links containing multiple Open Window actions for the SAMPLE DATA data source.

SW00348291 During some full text bulk indexing operations, localized AR System servers had conflicting database access as localized error messages were retrieved.

Table 1-41: Issues resolved in AR System server 7.5.00 patch 004 (Sheet 2 of 3)

Issue ID Description

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Patch 004

BMC Remedy Approval ServerTable 1-42 describes the issues that were resolved in patch 004.

SW00349505 The preserveAttach mode in RIK returned errors when trying to import a workflow object not resident on server.

SW00349845 Active link updates failed when groups were deleted because the AR System API could not differentiate between the group list and permission list for active links.

SW00351337 The ARERR92 database timeout error occurred when the AR System server tried to run the Application Business Time function in the Chilean time zone.

SW00351417 If a filter contained a qualification that had radio button, time, and currency fields with hard-coded string values, it could not be saved.

SW00352103 The AR System server failed when a filter used converted values in a Set Fields action.

SW00352524 A Search Menu qualification with $fieldid$ could not be saved if the field did not exist on the search form.

SW00353885 If AR System API was called with a qualification that had the value -1, the related form was not displayed.

SW00353894 During assignment parsing, the Java API was unable to recognize hyphens in field names.

Table 1-41: Issues resolved in AR System server 7.5.00 patch 004 (Sheet 3 of 3)

Issue ID Description

Table 1-42: Issues resolved in BMC Remedy Approval Server 7.5.00 patch 004

Issue ID Description

SW00334098 After upgrading from version 7.1.00 patch 007 to 7.5.00 of the approval server, clicking the My Recent History link on Approval Central did not display the requests whose status was Approved or Rejected before the upgrade.

SW00335826 Upgrade logs reported SQL errors due to a missing (but optional) field on the three-way join form.

SW00344111 An SQL error occurred when the AP:Sig-AutoAction filter performed the Set Fields action on an enum field based on another enum field with different values.

SW00347127 Approval previews did not seem to work properly when using Server-Connect-Name.

SW00350923 After upgrading to version 7.5.00 of the approval server, Approval Central did not display complete details about a request.

SW00353420 The Reassign action button on AP:Show-Detail did not work as expected and displayed the following error:Authentication failed. (ARERR 10000)

SW00353430 An upgrade from AR System 7.1.00 patch 004 to AR System 7.5.00 patch 003 failed on the Windows 2008 64-bit operating system, due to invalid data entries that the approval server could not handle.

SW00353450 After an operation timed out, the approval server was unable to reconnect to the AR System server.

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Patch 004

BMC Remedy Assignment EngineThis patch does not include any resolved issues for the assignment engine, but the binaries were updated due to dependencies on other features. The time stamps for these binaries differ from those delivered in patch 003.

When upgrading to future versions of AR System applications, you might be required to have the assignment engine on the patch 004 level. To achieve this, include the assignment engine when running the AR System suite installer for patch 004.

BMC Remedy Data ImportTable 1-43 describes the issues that were resolved in patch 004.

BMC Remedy Developer StudioTable 1-44 describes the issues that were resolved in patch 004.

Table 1-43: Issues resolved in BMC Remedy Data Import 7.5.00 patch 004

Issue ID Description

SW00343401 When the Update Old record with new record’s data option was selected as the Duplicate handling option, BMC Remedy Data Import set the non-core required fields to NULL.

SW00351590 BMC Remedy Data Import could not find attachments during import due to incorrect translation of international (accented) characters in file names.

Table 1-44: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 004 (Sheet 1 of 2)

Issue ID Description

SW00321859 A null pointer exception occurred when opening a filter list in BMC Remedy AR System server 7.1.00.

SW00322799 BMC Remedy Developer Studio did not validate the table qualification for possible errors when opening a containing form.To notice that this issue has been fixed, you need to set form preferences as follows:1 Select Windows > Preferences.2 In the Preferences window, select Form, and clear the Do Not Validate Table Fields When

a Form is Opened option.3 Restart BMC Remedy Developer Studio (otherwise the issue will recur).

SW00332167 After the chunk size of a table field was changed in BMC Remedy Developer Studio, the Next Chunk menu did not appear in its context menu at runtime.

SW00335210 For a view that contained two buttons, each with a different-sized image attached, BMC Remedy Developer Studio did not refresh the screen to display the browser view. This problem occurred if you first attached a smaller image on one button and then attached the larger image on the other button.

SW00338399 The ARERR 5058 error occurred while attempting to save the search type of a menu.

SW00342325 BMC Remedy Developer Studio did not perform a check to validate whether the minimum size of a panel was greater than its initial size.

SW00343789 The Analyzer tab displayed the Unused Filter warning when a filter was being used as an error handler in another filter. An error handler filter should not be considered as unused.

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Patch 004

BMC Remedy Email EngineTable 1-45 describes the issues that were resolved in patch 004.

SW00345556 Users were unable to open the active link list in BMC Remedy Developer Studio.

SW00348162 The ReportSelection:CreateNew active link could not be modified.

SW00348294 The following problem occurred when adding a button to a form:If a numeric character was present in a button name, and you created an active link for the button, the button name was replaced with name of a field whose ID matched the number.For example, if the button was named 1.Click, and it was used in the Execution Options of an active link, the name was converted to Request ID.Click when active link was saved and reopened. Then, BMC Remedy Developer Studio did not allow the active link to be saved, because Request ID.Click was not a valid button name.

SW00349909 Performance issues occurred when working with the Object List view.

SW00353022 Blank columns were displayed when a user selected the new Basic Columns feature.Workaround: The issue would not recur after BMC Remedy Developer Studio was restarted.

Table 1-44: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 004 (Sheet 2 of 2)

Issue ID Description

Table 1-45: Issues resolved in BMC Remedy Email Engine 7.5.00 patch 004

Issue ID Description

SW00333898 When the email engine was configured with an incoming mailbox that used the IMAP4 protocol, names of attachments from mail systems configured with the MAPI protocol were garbled. This issue occurred when working with an operating system that used the Russian locale.

SW00339836 While processing outgoing messages, if the email engine encountered a messaging exception, the next message was processed after the next polling interval.

SW00343701 If the chunk size in the EmailDaemon.properties file was set to a value more than 100, outgoing messages were not processed because the email engine couldn’t retrieve more than 100 messages.

SW00345906 The email engine periodically used 30 to 60% of the CPU and 60 MB of RAM. This problem occurred after upgrading to AR System 7.1.00 from an earlier release.

SW00351333 If the case in the email address did not match the case in the User form, the following error message occurred when the user tried to submit a request by using an email template:SEVERE 4927 Error message: Missing AR System User Information

Note: If the database is case sensitive, make sure that the character case of the email address from the User form and email address of the sender is the same.

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Patch 004

BMC Remedy FlashboardsTable 1-46 describes the issues that were resolved in patch 004.

BMC Remedy Mid TierTable 1-47 describes the issues that were resolved in patch 004.

Table 1-46: Issue resolved in BMC Remedy Flashboards 7.5.00 patch 004

Issue ID Description

SW00341280 If a company name stored in Japanese or Korean was included as a part of a flashboards qualification, the flashboard was not displayed.

SW00344121 The flashboards legends displayed flashboard variable names instead of legend names.

Note: See “Product updates in patch 004” on page 66.

Table 1-47: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 004 (Sheet 1 of 2)

Issue ID Description

SW00327119 Restrictions on the pop-up for Diary fields and large Character fields did not allow windows to be moved over the results list or resized.Need to enable users to resize pop-up menus for diary and large Character fields and to move the menus anywhere in the browser window, including over the results list.

SW00335010 The alpha filter on an AR System tooltip DIV element in Internet Explorer 7 and 8 caused a delay in rendering the BMC Remedy ITSM console forms.Workaround from Microsoft: Do not specify an alpha filter for the tooltip DIV element in the HTML of the AR System form. Instead, the alpha filter is set dynamically when a tooltip must be displayed (after the form’s HTML is loaded).

SW00335475 When the POST method was used for back-channel requests, the ARERR 9350 error occurred because of an Internet Explorer defect involving NT LAN Manager (NTLM) authentication. When the HTTP GET method was used, this error did not occur.Need to restore HTTP GET as the default method, and enable customers to select the POST method by setting an option in the config.properties file.

Note: This issue was resolved in patch 003, but was not mentioned in the BMC Remedy AR System 7.5.00 Patch 003 Technical Bulletin.

SW00336455 Improper handling of session persistence caused memory leaks in the mid tier.

SW00337258 After a field label was changed by workflow, advanced searches using the new field label failed.

SW00338715 An Execute On Event workflow did not complete its operation if another event workflow that was fired previously was waiting.

SW00338839 The YourKit profiling tool showed that mid-tier FieldGraph objects were consuming large amounts of memory. This issue occurred because FieldGraph objects were coupled with Field objects, which caused ARQualifierHelper objects to hold direct references to Field objects.

SW00340711 When a user’s locale was set in the AR System User Preference form, the value in date/time fields displayed in browsers was one hour off.

SW00341894 In the mid tier, table loop guides for tree view table fields did not perform actions on all the rows represented by a selected node.

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SW00343095 In the mid tier, the daylight saving time (DST) offset for the time zone specified in the AR System User Preference form was not considered when time stamps were calculated for table fields, results lists, and date/time fields.

SW00344270 When the mid tier hosted web services, a memory leak occurred in the log buffer because web service calls were not explicitly logged off.

SW00344471 The mid tier issued multiple ARGetEntry API calls against the AR System User Preference form in a single user session.

SW00345739 In browsers, the left arrow button on a tabbed panel holder was disabled when an active link that executed on Window Open set the focus to the last tabbed page.

SW00345941 The default print mode in Crystal Reports is ActiveX. If security settings did not allow ActiveX to be installed, the mid tier returned an error and users could not print reports.This issue was resolved, and users can now specify the PDF print mode for Crystal Reports by using arsystem.crt_printmode=PDF as follows:

If you have a combined installation for the mid tier and Crystal Reports, set this property in the config.properties file.If the mid tier refers to a separate Crystal Reports web application, set this property in the configbo.properties file that is present under the <mid-tier_install>WEB-INFclasses directory.

SW00346254 HTTP 500 errors occurred in the mid tier because an ObjectExistsException exception generated by the ehcache code prevented the NoClassDefFileFoundError class from initializing.

SW00347878 When user credentials contained an authentication string, Crystal Reports did not work as expected in the mid tier.

SW00349055 When a user changed the client computer’s time zone to (GMT+8:00) Perth, the mid tier did not retrieve the correct time zone when Daylight Saving Time (DST) was enabled. Instead, it defaulted to the AR System server time zone. Additionally, the corresponding .js file did not contain the transition for Australia or Perth.

SW00350117 When the expand box of a Character field containing text was opened in Internet Explorer 6, one line of the text appeared shaded or cut off.

SW00350392 When a form was accessed from the mid tier, the CompileExternalQualification and GetTableEntryList back-channel calls were made to refresh a table.To eliminate a trip to the AR System server, the two calls were combined into one.

SW00352708 When a right-click was used to paste data into the expand box of a Character field, the OK button was not enabled.

SW00353170 When scrollbars were visible for a form in the right-to-left (RTL) mode, the position of a button was shifted when the mouse hovered upon it.

Table 1-47: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 004 (Sheet 2 of 2)

Issue ID Description

BMC Remedy Action Request System Version 7.5.00 77

Patch 003

BMC Remedy UserTable 1-48 describes the issues that were resolved in patch 004.

Patch 003The following features were updated in this patch:

AR System suite installer (page 79)

AR System server (page 81)

BMC Remedy Approval Server (page 83)

BMC Remedy Assignment Engine (page 83)

BMC Remedy Data Import (page 83)

BMC Remedy Developer Studio (page 84)

BMC Remedy Email Engine (page 85)

BMC Remedy Flashboards (page 86)

BMC Remedy Mid Tier (page 86)

BMC Remedy User (page 87)

Table 1-48: Issues resolved in BMC Remedy User 7.5.00 patch 004

Issue ID Description

SW00337074 In a Japanese environment, when users with floating licenses displayed a CI viewer or flashboard in BMC Remedy User, the floating license was not released when the user logged out.

SW00344607 The Set Focus to Field option for the Change Field active link did not work for tabs.

SW00346342 Users could not open the BMC Remedy Incident Management or BMC Remedy Problem Management applications from the home page quick links on Windows XP with SP3.

SW00347411 When an active link was set to execute on Display or Un-Display, the active link was not executed when a user dragged the splitter to hide the Details panel and then pressed F5.

SW00347730 When BMC Remedy User was upgraded from 7.5.00 patch 001 to 7.5.00 patch 003, workflow did not execute correctly, and the BMC Remedy Asset Management console did not load properly.

SW00348191 When a user had set the time zone preference, the time displayed in the date and time field was one hour ahead of the selection in the Calendar pop-up.

SW00349376 The Refresh All in Table operation did not override the limitation on the number of records to be retrieved when the table was reloaded.

SW00349942 BMC Remedy User did not pass authentication strings to the mid tier when using Data Visualization fields.

SW00352852 Unmasked entries of user names and passwords were created in the Internet Explorer History after displaying a flashboard object.

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Patch 003

Product updates in patch 003The following updates were made to AR System 7.5.00 through patch 003:

Portuguese language support (page 79)

Update to the config.properties file (page 79)

Portuguese language supportAR System now supports the Portuguese language. SW00333338 was used to track this change. The patch installer adds the pt_BR locale folder, which contains files for the Portuguese form views, to your installation directory. pt_BR represents the language code for Brazilian Portuguese, which is treated as a Western language. The LANG environment variable must be set to any locale compatible with pt_BR, which is installed on the operating system.

You can now work in the Portuguese language with the AR System server, BMC Remedy Approval Server, BMC Remedy User, and BMC Remedy Alert.

Update to the config.properties fileA new property, which allows administrators to control how long HTML or Oracle JavaScript content is cached in a browser, was added to the BMC Remedy Mid Tier configuration file (config.properties). Earlier, the mid tier cached HTML or JavaScript content only for one second.

The patch installer adds the following property to config.properties, and maintains all configuration options that you have set:

arsystem.formhtmljs_expiry_interval=1

By default, this line is commented out. You can use this property to specify a time interval ranging from 1 to 2147483647 seconds.

SW00330007 was used to track this change.

AR System suite installerTable 1-49 describes the issues that were resolved in patch 003.

Table 1-49: Issues resolved in AR System 7.5.00 suite installer patch 003 (Sheet 1 of 2)

Issue ID Description

SW00322865 BMC Remedy Email Engine and BMC Remedy Flashboards did not work in a server group setup because the AR System suite installer did not copy the EmailAdminAgent.jar and FlashboardAgent.jar files to the AR System server installation directory.

SW00329836 When upgrading AR System from release 7.1.00 to release 7.5.00 with non-default database names, the AR System suite installer did not pre-detect the database name.

BMC Remedy Action Request System Version 7.5.00 79

Patch 003

SW00330103 When installing AR System, SEVERE messages were logged in the following cases:If the LANG variable setting was not found on UNIXAfter checking the status of the email engine service

You can ignore these messages because they do not impact the upgrade, and the process completes successfully.

SW00330430 AR System server installation failed on HP-UX Itanium with a remote Informix database.

SW00331146 Users were unable to perform a silent AR System server installation on AIX 6.1 with DB2 because they referred to the Installation Guide, in which some required information was missing.For more information, see the Non-Root Installation on IBM DB2 Technical Bulletin.

SW00331798 Some parameters required for a silent installation of AR System were missing in the packaged template INI file.

SW00335758 During an AR System installation with the Portuguese locale, errors occurred while configuring BMC Remedy Developer Studio.

SW00337295 Windows installers did not provide a VeriSign authentication certificate stating the source of the software.

SW00337482 While upgrading AR System from release 7.1.00 to release 7.5.00 patch 001 on a BMC Remedy ITSM setup, the following error occurred in arerror.log:Can’t locate the WebServiceSoapClient class (ARERR 9130)Beginning with release 7.5.00, the web services plug-in is a Java plug-in. It was a C plug-in in the earlier releases. Therefore, when upgrading from AR System 7.1.00 or earlier to 7.5.00, the Web Services Plugin feature must be selected. Otherwise, the web services plug-in does not work, in which case, you can perform the following workaround steps to make it work.Workaround:1 Remove the ARF-Java-Class-Path entry from the ar.conf file.2 Add the following entry in ar.conf:

Server-Plugin-Alias: ARSYS.ARF.WEBSERVICE ARSYS.ARF.WEBSERVICE ARSystemServerName:javaPluginPortNumber

3 Remove the following entries from ar.conf:On Windows, remove Plugin: webServiceName.On UNIX, remove Plugin: libwebservice.*.

SW00339377 After upgrading AR System from release 7.5.00 to patch 002, the Failed to read java key error occurred in the installer logs.

SW00342720 The AR System silent installation INI file accepted comma-separated entries for languages.This issue was resolved so that semicolons could be accepted as separators for language entries. This follows the introduction of the Portuguese (pt_BR) language support for the AR System server, BMC Remedy Approval Server, BMC Remedy Assignment Engine, BMC Remedy User, and BMC Remedy Alert.

SW00343035 When upgrading from AR System 7.1.00 patch 006 to 7.5.00 patch 003, the Business Time Segment form was not updated, and an error was listed in logs.

Table 1-49: Issues resolved in AR System 7.5.00 suite installer patch 003 (Sheet 2 of 2)

Issue ID Description

80 Technical Bulletin December 15, 2011

Patch 003

AR System serverTable 1-50 describes the issues that were resolved in patch 003.

Table 1-50: Issues resolved in AR System server 7.5.00 patch 003 (Sheet 1 of 2)

Issue ID Description

SW00316307 The BMC Atrium CMDB API made use of AR System bulking optimizations and failed because AR System generated the same entry ID for instances of the same class in different threads.

SW00328341 arserverd crashed while attempting to communicate with the plug-in server through PluginServerCallWithRetry.

SW00328362 The Distributed Server Administration program (ardist) encountered the ARERR 8853 error because locale information was not initialized properly.

SW00328589 The AR System server crashed while saving text to a Diary field on which audit was enabled.

SW00330553 FTS queries with a trailing space in the search term failed with a “search too complex” error.

SW00330699 The ARERR 8961 error occurred when consuming a web service that had a nil value (set to true) defined for an element of the complex type.

SW00330839 A problem occurred with Escalation operations in a server group.This issue was resolved, and now an Escalation queue can be created in a server group when any queue configuration is changed, even on a server that is not currently running escalations.

SW00330897 Following multiple Push Fields actions, an error was encountered in the Phase 2 processing, but the filter processing did not stop.This issue was resolved, and now filter processing terminates properly in Phase 2 if an error occurs after multiple Push Fields actions and no error handler is specified.

SW00331351 Floating licenses for BMC Remedy User and BMC Remedy Incident Management User sometimes failed to be released.The AR System server can incorrectly account for assignment of floating licenses when the same user needs a license in multiple threads simultaneously. Consequently, such licenses might not be released upon logout.

SW00331654 When defining workflow and advanced searches, the qualification parser replaced empty character strings with $NULL$. For example, ‘Character Field’ = «» was incorrectly converted to ‘Character Field’ = $NULL$.This issue was resolved, and the qualification parser no longer incorrectly alters the definition.

SW00332059 On UNIX, ARfwrite created two extra copies of the output buffer, which wasted memory and could cause further problems.

SW00332094 Modifying a field menu reference could fail if object relationship recording was turned on and the menu reference was to a non-existent menu.

SW00332254 When a user clicked on a Calendar from the BMC Remedy ITSM Release Management console, the AR System server crashed.

SW00332696 If auditing was turned on, currency fields on a join form were stripped of any zeros immediately before the decimal point.

SW00332901 Subadministrator permissions did not work as expected in deployable applications.

SW00333708 The ARERR 301 error occurred while writing to the SQL, Filter, or API log files because the file sizes were limited to 1 GB instead of the expected 2 GB.

SW00333995 Full text indexing of badly formatted diary field values caused an indexer thread crash in the AR System server.

BMC Remedy Action Request System Version 7.5.00 81

Patch 003

SW00334093 An SSI call to add Server-Plugin-Alias required the AR System server to be restarted.

SW00335075 arsignald could not consume excess threads and handles in server groups with more than four members.

SW00335490 The server group management thread terminated while processing a notification about an escalation definition that had changed.

SW00335618 An internal error occurred due to improper handling of zero-byte attachments in web service processing.

SW00335641 Image object names containing a single quote character caused an SQL error on Microsoft SQL-based servers and could not be saved.

SW00336061 In BMC Atrium CMDB, a memory leak occurred in ARIServiceEntry.

SW00336372 The ARERR 313 error occurred in BMC Remedy Mid Tier 7.5.00 when performing a search with the EXTERNAL qualification.

SW00336514 In BMC Atrium CMDB, a memory leak occurred in ARGetMultipleEntries.

SW00336917 Soon after upgrading from BMC Atrium CMDB 7.5.00 patch 002 to BMC Atrium CMDB 7.6.00, memory usage of the AR System server doubles and does not return to the normal usage levels.

SW00337260 A problem occurred while exporting because the XML Form definition file did not have the Length-Units tag for Character fields.

SW00337398 Class Manager and Service Catalog were not visible in BMC Atrium CMDB for the Demo user because computed groups did not appear in the Computer Group List.

Note: This issue was resolved for Windows only. SW00344767 was created to track the issue for UNIX.

Workaround: (UNIX only) Users need to update any one of the missing groups. An update could be simply adding a space character to a field, to enable the Save button. This action refreshes all the missing groups for the Demo user.

SW00339243 Performance degraded when creating a join between a BMC Atrium CMDB or AR System form and a vendor form by using the dynamic join API.

SW00342522 The AR System server failed on AIX with DB2 when using BMC Remedy ITSM and BMC Atrium CMDB with all supported languages.

SW00342702 On Oracle only: If a diary field value of an existing entry was set to a space character (“ ”) manually or by using workflow, the AR System server replaced the previous dairy information with the space character. If multiple diary fields were updated with space characters, only the last dairy field value was set to NULL.

SW00342781 The AR System server failed to start after upgrading to BMC Atrium CMDB 7.5.00 patch 002 with DB2 because arserverd went into a loop when loading a form and did not exit.

Table 1-50: Issues resolved in AR System server 7.5.00 patch 003 (Sheet 2 of 2)

Issue ID Description

82 Technical Bulletin December 15, 2011

Patch 003

BMC Remedy Approval ServerTable 1-51 describes the issues that were resolved in patch 003.

BMC Remedy Assignment EngineTable 1-52 describes the issues that were resolved in patch 003.

BMC Remedy Data ImportTable 1-53 describes the issues that were resolved in patch 003.

Table 1-51: Issues resolved in BMC Remedy Approval Server 7.5.00 patch 003

Issue ID Description

SW00328289 When the Assignee Group Permission value was passed with New-Details, the related AP:More Information record was not accessible to a requestor.

SW00331607 When an approver selected a request on Approval Central and clicked View Details, a process list selection dialog appeared if two processes with the same name and Process Instance ID were defined in the application.

SW00332634 When users clicked the Approval Central link on their home page, ERROR 313 occurred if the custom date format for the current locale was set to dd MMMM, yyyy.

SW00334111 The Approval Activity Log displayed activity records for the wrong BMC Remedy Change Management request. The Source ID on Approval Central and the Approval Request ID in the Approval Activity Log did not match.

SW00335922 When the Remaining and Completed retrieval types were selected with the Multiple Process option, search results on AP:PreviewInfo did not match expectations.

Table 1-52: Issues resolved in BMC Remedy Assignment Engine7.5.00 patch 003

Issue ID Description

SW00330813 The assignment engine crashed when it encountered pending requests for an inactive process.

SW00330823 AETRACE.log did not provide sufficient information about a failed assignment.

Table 1-53: Issues resolved in BMC Remedy Data Import 7.5.00 patch 003

Issue ID Description

SW00328919 The BMC Remedy Data Import mapping file was not created when saving the file to a directory that contained space characters in its name.

SW00335241 BMC Remedy Data Import failed if the currency or decimal fields contained a digit-group separator or any other decimal separator except a period (.).

Note: See “Updates to BMC Remedy Data Import” on page 84.

SW00337732 BMC Remedy Data Import failed to read the last empty field value in a CSV record if the record ended with a comma (,) as the list separator.

BMC Remedy Action Request System Version 7.5.00 83

Patch 003

Updates to BMC Remedy Data ImportTo address SW00335241, the following modifications were made:

Two new elements were added in the .arm and .armx files for saving digit-group and decimal separator information.

Two corresponding UI fields were added to map to these separators.

The dateformats.properties file was replaced by a new generic custom_options.xml file, where users can specify date and time formats, the separators to be used, and other information.

A new, optional command-line parameter (-custom) was added to the BMC Remedy Data Import CLI to specify the path of custom_options.xml.

A corresponding UI field was added, which enables users to browse and select custom_options.xml. The field is enabled only if the data file selected is of the CSV or ASCII type.

BMC Remedy Data Import searches for formats (date and time, separators, and so on) as follows:

1 It searches the mapping file, if specified by the user.

2 In the absence of a mapping file, it searches for custom_options.xml, if the -custom command-line parameter is used.

3 If neither the mapping file nor custom_options.xml is specified, it searches for the formats defined by the Oracle JDK for the default system locale.

BMC Remedy Developer StudioTable 1-54 describes the issues that were resolved in patch 003.

Table 1-54: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 003 (Sheet 1 of 2)

Issue ID Description

SW00326684 The Size Label and Size Value toolbar buttons and menu were unavailable for columns in a cell-based table.

SW00328375 When working with images, BMC Remedy Developer Studio did not read file extensions correctly, and failed to compare file names that contained uppercase or mixed case characters.

SW00330343 Background images added as references in BMC Remedy Developer Studio appeared different from those added as embedded images.

SW00330559 Display Only fields did not appear in the Available Fields list for an escalation.For escalations, all fields should appear in the Available Fields list for If Actions, and only the Display Only fields should appear in the Available Fields for Else Actions.

84 Technical Bulletin December 15, 2011

Patch 003

BMC Remedy Email EngineTable 1-55 describes the issues that were resolved in patch 003.

SW00331922 When users tried to open object lists that contained tens of thousands of objects, the operation timed out. To fix this problem, two options were added to the Object View List preferences:

All Columns (Default)—Displays multiple columns in the object list. When this option is selected, you can customize the object list by hiding some of the columns and by changing the order of the columns.Basic Columns—Displays only the Name column in the object list.

If time-out problems occur when you try to open an object list, select the Basic Columns preference for that object type as follows:1 In BMC Remedy Developer Studio, select Window > Preferences.2 In the left panel of the Preferences dialog box, expand the BMC Remedy Developer Studio

node, and click Object List View.3 In the Object List View panel, click the appropriate object type.4 Select the Basic Columns option.5 Click OK to save your changes.

The object list for the specified object type should now open quickly. The list contains only the name of each object.

SW00332843 Users could add a field that had a menu associated with it from one join form to another, but the menu was not displayed, thus making the field unusable.

Table 1-54: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 003 (Sheet 2 of 2)

Issue ID Description

Table 1-55: Issues resolved in BMC Remedy Email Engine 7.5.00 patch 003

Issue ID Description

SW00328885 Incoming message entries were not created for the MAPI protocol if the Unable to retrieve Reply To for message exception occurred.

SW00330247 An access violation exception occurred in the getReplyTo method of the MAPI protocol for incoming messages.

SW00330590 The Modify action failed if the Modify template contained multiple users in the To, CC, or BCC addresses.

SW00332327 The email engine incorrectly used the body text of the previous record when processing the current outgoing message.

SW00332782 Text was corrupted when images were attached to the Header and Footer templates of localized outgoing messages.

SW00337793 When SSL and non-SSL mailboxes were enabled at the same time, the processing of outgoing messages failed.

BMC Remedy Action Request System Version 7.5.00 85

Patch 003

BMC Remedy FlashboardsThe following issue was resolved in patch 003.

SW00332003—The flashboards legends displayed flashboard variable names instead of legend names.

NOTE The fixing of this defect follows the resolution of SW00331090 for the mid tier.

BMC Remedy Mid TierTable 1-56 describes the issues that were resolved in patch 003.

Table 1-56: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 003 (Sheet 1 of 2)

Issue ID Description

SW00308940 Global fields on the mid tier were limited to 4KB (1000 characters with 4 bytes per character).The limit has now been increased to 100KB (or based on the Adobe Flash player’s settings).

Note: The latest Adobe Flash player allows a maximum of 100KB.

SW00325600 An exception occurred when accessing content through View fields.

SW00329650 Mozilla Firefox displayed the following error when opening certain complex application forms: YAHOO.until.Anim is not a constructor

SW00329822 The GetEntry filter did not execute correctly in the mid tier.This issue was resolved, and the mid tier now handles older servers to trigger workflow based on getOneEntry with fields to get a single matching record and execute the Set Field action.

SW00331090 Variable labels were not displayed correctly in a BMC Remedy Flashboards legend.

SW00331187 As compared to Firefox 3.0, Internet Explorer 6 and 7 took longer to load BMC Remedy Asset Management and BMC Remedy Incident Management consoles.

SW00333167 After closing a child form without saving any changes, the “message callee not available” JavaScript error occurred when attempting to close the parent form.

SW00333189 The in-memory attachment heap filled up if an attachment was viewed simultaneously from multiple user sessions.

SW00334247 When a new record was displayed in the Modify mode, the attachment value of the previous record was not cleared from the Display Only attachment field.

SW00334305 A JavaScript error occurred in Firefox when displaying a tooltip for a hover action over a blank record in a table.

SW00334413 When a Call Guide action was performed on a Table Refresh, and the guide had a Message action in one of its active links, the guide exited prematurely.

SW00336082 A null pointer exception occurred when using a direct URL to LoginServlet.

SW00336811 The RPC port number was not being used to route to the desired private thread even though it was defined for the appropriate AR System server.

SW00337441 BMC Remedy Flashboards did not include the appropriate server parameters on re-sending the same request as the previous one.

SW00338992 When upgrading from AR System 7.1.00 to release 7.5.00 patch 002, the Apache Tomcat server could not be started, because the JAVA_HOME environment variable was not set.

86 Technical Bulletin December 15, 2011

Patch 003

BMC Remedy UserTable 1-57 describes the issues that were resolved in patch 003.

SW00339098 The Close button icon image was missing in the BMC Remedy Incident Management console when viewed through the mid tier.

SW00339187 A reference to ARQualfierHelper caused a memory leak in the FieldGraph object.

SW00341640 The form pane image was not being loaded correctly from the disk cache.

SW00341648 While rendering a downloaded form or one from the cache, a blank page was displayed in the browser instead of a status message.

SW00341649 The wait cursor did not work with content-based caching.

SW00342438 An error occurred due to an invalid JavaScript in DIVPopup.js.

Table 1-56: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 003 (Sheet 2 of 2)

Issue ID Description

Table 1-57: Issues resolved in BMC Remedy User 7.5.00 patch 003 (Sheet 1 of 2)

Issue ID Description

SW00300170 A password could be displayed through the View Source context menu on a View field.

SW00322775 Users were unable to tab into the child fields of a basic panel if it was the main field on a form. This is an accessibility issue.

SW00322961 The value contained in an editable integer column in a table could not be retrieved.

SW00328010 BMC Remedy User failed upon running an FTS search if an attachment label name was specified in the Advanced Search criteria.

SW00328656 Decimal values were truncated in table fields that had customized column orders defined.

SW00329463 An attachment could not be opened in the Open Window — Dialog mode if the file name was garbled.

SW00329595 BMC Remedy User failed if no matches were found when refreshing a result list (triggered by using the F5 key).

SW00330831 In BMC Remedy User 7.5.00 patch 001, the table column sorting display was reversed.

SW00331147 A user’s login details were displayed as clear text in the active link log file for workflow that used a template function that referred to a template file with images.

SW00332003 Using special characters like the ampersand (&) in passwords caused the ARERR 623 error when viewing a flashboard.

SW00332561 BMC Remedy User interpreted the $HOMEURL$ keyword as a null value.It is now interpreted as the value of the Default Web Path field on the Advanced tab of the AR System Administration: Server Information form.

SW00334304 Administrators were unable to configure the Classic View User for Groups or Individuals in BMC Remedy Incident Management.

SW00336504 The behavior of the Push Field action for attachment fields in AR System 7.1.00 is different from that of AR System 6.3.00, which caused problems in certain user environments.

SW00337073 When working with BMC Remedy User in the Japanese locale, a user logged out after displaying a BMC Atrium CMDB CI Viewer or a flashboard, but the corresponding floating license was not released.

BMC Remedy Action Request System Version 7.5.00 87

Patch 002

Patch 002The following features were updated in this patch:

AR System suite installer (page 88)

AR System server (page 89)

BMC Remedy Approval Server (page 90)

BMC Remedy Assignment Engine (page 90)

BMC Remedy Data Import (page 91)

BMC Remedy Developer Studio (page 91)

BMC Remedy Email Engine (page 91)

BMC Remedy Flashboards (page 92)

BMC Remedy Mid Tier (page 92)

BMC Remedy User (page 93)

AR System suite installerTable 1-58 describes the issues that were resolved in patch 002.

SW00338654 BMC Remedy User 7.5.00 patch 001 failed intermittently when refreshing the BMC Remedy Incident Management console.

SW00339002 BMC Remedy User failed when trying to customize advanced panels and navigation bars because the Customize Field Defaults and Customize View Details options were not supported for these fields.

Note: Customization for these fields is still not supported, but if you attempt to customize them, BMC Remedy User handles the errors that occur and does not fail.

Table 1-57: Issues resolved in BMC Remedy User 7.5.00 patch 003 (Sheet 2 of 2)

Issue ID Description

Table 1-58: Issues resolved in AR System 7.5.00 suite installer patch 002 (Sheet 1 of 2)

Issue ID Description

SW00314873 If you used the ARSuiteKitClient and ARSuiteKitDeveloper installers to install AR System features at the same location, these installers overwrote each other’s uninstallation information. Also, when uninstalling, you could only see the last installed set of features in the Add or Remove Programs window, thereby making you unable to uninstall the set of features that was installed first.

Note: This is a limitation of the suite installers.

To avoid this situation, use the ARSuiteKitClient and ARSuiteKitDeveloper installers to install AR System features at the different locations. This results in two different entries in the Add or Remove Programs window, thereby enabling you to uninstall all the features when required.

SW00321177 Warning messages about missing fields were encountered when importing language-specific views for the Home Page form.

88 Technical Bulletin December 15, 2011

Patch 002

AR System serverTable 1-59 describes the issues that were resolved in patch 002.

SW00321271 When uninstalling, in the Add or Remove Programs window, the Crystal Reports entry did not display the expected patch number.

SW00326538 The AR System 7.5.00 patch 001 upgrade program overwrote Java plug-in parameters that applications required.

SW00326564 In a server group environment, when a server name was changed and its old name was removed from the ranking form, the system did not remove the old server name from server group management, potentially leaving operations assigned to the old server name.

SW00327296 The AR System 7.5.00 patch 001 installation was not successful in a pre-created database environment when TEMP was used as the default temporary tablespace for the aradmin user.

SW00330054 The AR System suite installer did not validate the NLS_LANG variable on Windows.

Table 1-58: Issues resolved in AR System 7.5.00 suite installer patch 002 (Sheet 2 of 2)

Issue ID Description

Table 1-59: Issues resolved in AR System server 7.5.00 patch 002 (Sheet 1 of 2)

Issue ID Description

SW00316581 The field with the ID 2469 on the Business Time Segment form is displayed through the mid tier but not in BMC Remedy User.

SW00319213 Memory leaks occurred in the AR System server.

SW00321300 arserverd -t reported that a RUN PROCESS failed but the RUN PROCESS executed successfully.

SW00321657 When a user performed a search on a join form, but did not have permissions to view all records returned in the result, the AR System server crashed.

SW00321897 The AR System server did not change the time stamp of a schema after a field on the related form was updated.

SW00322277 Russian characters appeared truncated when viewed through the ODBC driver 7.x.

SW00322341 An error occurred when performing a service entry API call on a join form.

SW00322529 When importing a form that had images without descriptions, a malloc error occurred from the XML file to which it had been exported.

SW00322560 A Service action filter, which is required to perform multiple Set Fields actions to query and return different data from the same regular form, returned only the result of the first query.

SW00323056 A NULL value for the distinguishing key in a web service that had a parent and a child caused the AR System server to crash.Recommendation: The value of such a key should not be NULL.

SW00323151 Memory leak occurred on Oracle when using the preload threads option.

SW00323440 Creating an entry with a user name larger than 180 bytes caused the AR System server to crash when the status history was being recorded and the initial status was not New.

SW00323477 The ARERR 8957 error occurred when the TIMESTAMP keywords of two forms were compared by using a Run If qualification.

SW00324008 A memory overwrite occurred in the AR System server when submitting a diary field whose default value was set to KEYWORD GROUPIDS.

BMC Remedy Action Request System Version 7.5.00 89

Patch 002

BMC Remedy Approval ServerThe following issue was resolved in patch 002.

SW00325339—When the AGP value (field ID 112) was passed to the New-Details command, the AP:More Information record was not accessible to the requestor.

When upgrading to future versions of AR System applications, you might be required to have the assignment engine on the patch 002 level. To achieve this, include the assignment engine when running the AR System suite installer for patch 002.

SW00324635 The AR System server crashed if computed group logging was enabled when importing a user with the long computed group list.

SW00324985 Performing a ARGetListEntryWithMultiSchemaFields on a vendor form failed when an update was made to the form.

SW00325927 ArrayIndexOutOfBoundsException occurred in the AR System server when processing email messages with large data values.

SW00326203 When importing data with the merge option, the following error occurred:ARERR 302: Entry doesn’t exist

SW00326984 Problems occurred when decoding selection field aliases.

SW00327436 The AR System server did not export MaxRowsCount of the dynamic table field.

SW00327471 If a date and time qualification string contained a numeric value, the parser threw an invalid date format exception.

SW00327512 A memory leak related to CLOB data occurred on a Windows Unicode server.

SW00327717 Data Visualization fields could not connect to the AR System server when FIPS 140-2 ecryption was enabled.

SW00329653 Thread preloading optimization was not enabled by default in 32-bit AR System servers.

SW00330702 On Informix, the AR System server crashed while searching a form with an attachment pool.

SW00331642 In Phase 2 processing, if an error occurred after multiple Push Fields actions and no error handler was specified, the filter processing did not terminate properly.

Table 1-59: Issues resolved in AR System server 7.5.00 patch 002 (Sheet 2 of 2)

Issue ID Description

90 Technical Bulletin December 15, 2011

Patch 002

BMC Remedy Data ImportTable 1-60 describes the issues that were resolved in patch 002.

BMC Remedy Developer StudioTable 1-61 describes the issues that were resolved in patch 002.

BMC Remedy Email EngineTable 1-62 describes the issues that were resolved in patch 002.

Table 1-60: Issues resolved in BMC Remedy Data Import 7.5.00 patch 002

Issue ID Description

SW00323574 When importing data that was in the CSV format by using manual Field Value Mappings caused the import to fail, and logged the following error: INFO — Import Completed. numberOfRecords records were imported to null.

Note: The Status-History field is not supported for manual mapping, and the import would fail if this field is included in the mapping.

SW00328077 Users were unable to specify custom date and time formats to be used for parsing date and time field values in the data file. BMC Remedy Data Import did not provide a properties file (dateformats.properties) in which to specify the custom date and time formats to be used.

Note: The properties file should ideally be present at each location from where BMC Remedy Data Import can be launched. This ensures that if the format of the date and time values in certain records is not available in any of the locales that Oracle JRE supports, the format is available to BMC Remedy Data Import, which can then import the records correctly.

Table 1-61: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 002

Issue ID Description

SW00321983 This defect addressed two issues:When a user opened a form that contained a background image in its view, then opened the Background Image property dialog box for the view, and then tried to save the image to a file, the Save as type list on the new “Save an image file” dialog box did not contain any image types.The “Save to disk” option shrunk the image being saved.

SW00327439 BMC Remedy Developer Studio did not provide mapping type options (for example, Like Field ID, Like Field Names, and Custom) in the DSO Mappings editor under Transfer.

Table 1-62: Issues resolved in BMC Remedy Email Engine 7.5.00 patch 002

Issue ID Description

SW00321332 The email engine was unable to suppress the Reply-To field in outgoing messages.

SW00322249 On UNIX, ARSystemMaintenanceTool.sh did not compress the email engine log files.

SW00324777 When using the MAPI protocol, the email engine displayed an incorrect value for the Date Received field on the AR System Email Messages form.

SW00326119 Email messages with malformed addresses were not sent even after the addresses were corrected.

BMC Remedy Action Request System Version 7.5.00 91

Patch 002

BMC Remedy FlashboardsThis patch does not include any resolved issues for flashboards, but the binaries were updated due to dependencies on other features. The time stamps for these binaries differ from those delivered in patch 001.

When upgrading to future versions of AR System applications, you might be required to have flashboards on the patch 002 level. To achieve this, include flashboards when running the AR System suite installer for patch 002.

BMC Remedy Mid TierTable 1-63 describes the issues that were resolved in patch 002.

Table 1-63: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 002 (Sheet 1 of 2)

Issue ID Description

SW00321517 The background image of a panel within a panel holder could not be seen unless the panel holder was set to transparent.

SW00322533 The OnMenuChoice active link was not being fired upon selecting the nodes, subnodes, or leaves of a tree.

SW00322935 A form that contained more than 400 fields and a button with an image, took a long time to load on Internet Explorer 6.

SW00323127 When a large number of users continually viewed or uploaded attachments and did not log off for a long time, AttachmentData objects kept building up in the memory, causing OutOfMemory errors.

SW00323284 A form, which had animation enabled, and which contained many fields and a navigation bar with an item initially selected, took a long time to load on Internet Explorer, and at times resulted in a stack trace on Firefox.

SW00323285 A form that contained many fields and at least one flashboard field took a long time to load on Internet Explorer.

SW00323287 A form that contained many fields took a long time to load initially on Internet Explorer 7.

SW00323289 When the mid tier was configured to use a persistent cache, images added to forms as references disappeared after restarting the mid tier and clearing the browser cache.

SW00323495 The mid tier displayed incorrect decimal precision of the source when performing a Set Fields action.

SW00323618 The REPLACE function did not replace carriage return characters.

SW00323628 A JavaScript exception occurred on Firefox upon clicking a Search button when the form contained a table field.

SW00323893 The Mid Tier Configuration Tool did not display a message stating that a system restart was required for any temporary cache persistence configuration changes to take effect.

SW00324949 When a user had set a time zone preference, the time displayed in the date and time field was one hour ahead of the selection in the Calendar pop-up.

SW00326547 The mid tier did not restrict the number of searches that a user could save per form, which led to performance issues. When the AR System Searches Preference form contained more than 100 user-defined searches for a particular form for a user, user-defined searches were no longer visible from the Searches list and the ARERR 294 error was written to the mid tier logs (generated when a form was opened in the Search mode, and not when the menu was selected).

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BMC Remedy UserTable 1-64 describes the issues that were resolved in patch 002.

Patch 001The following features were updated in this patch:

AR System suite installer (page 99)

AR System server (page 101)

BMC Remedy Approval Server (page 103)

BMC Remedy Assignment Engine (page 104)

BMC Remedy Data Import (page 104)

BMC Remedy Developer Studio (page 104)

BMC Remedy Email Engine (page 105)

BMC Remedy Mid Tier (page 105)

BMC Remedy User (page 106)

SW00327804 Switching between rows in a Results list was slow when the wait cursor was enabled.

SW00328322 System fields were displayed as read-only fields when a form was opened as a dialog box.

SW00331638 The following error occurred when opening certain complex forms in Firefox: YAHOO.until.Anim is not a constructor.

SW00331669 As compared to Firefox, Internet Explorer 6 and 7 took longer to load the BMC Remedy Asset Management and BMC Remedy Release Management consoles.

Table 1-63: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 002 (Sheet 2 of 2)

Issue ID Description

Table 1-64: Issues resolved in BMC Remedy User 7.5.00 patch 002

Issue ID Description

SW00320259 BMC Remedy User running on Japanese Windows Vista did not display complete lists of pop-up menus.

SW00320422 If you switched between columns within a table, the sort marks were not being refreshed.

SW00322888 The performance of BMC Remedy User diminished when working with large Character fields in tables.

SW00323008 When a user whose name contained double-byte characters logged in to BMC Remedy User, opened Crystal Reports and then closed BMC Remedy User, the corresponding floating license was not released.

SW00324539 BMC Remedy User could not access data from hidden columns in cell-based table fields.

SW00324664 Active links created to hide fields did not work as expected.

SW00325044 BMC Remedy User crashed when users entered 32 or more characters in the Authentication field while logging in.

BMC Remedy Action Request System Version 7.5.00 93

Patch 001

Product updates in patch 001The following updates were made to AR System 7.5.00 in patch 001:

Installing multiple instances of AR System on one computer (page 94)

Changes to the installer for the Oracle database (page 96)

Updates to cache persistence (page 96)

Change to default configuration of preload threads in 64-bit servers (page 97)

Updates to the config.properties file (page 98)

Updates to using FTS in a server group (page 98)

Installing multiple instances of AR System on one computerUsing the ARSuiteKit installer, you can install AR System features (for example, the AR System server, BMC Remedy Approval Server, and BMC Remedy Email Engine) in multiple directories on one computer.

NOTE You cannot install multiple instances of features by using the client installers (ARClientsSuiteKit and ARDeveloperSuiteKit). Additionally, you cannot install multiple instances of BMC Remedy Migrator on the same computer. For the BMC Remedy Encryption Security products, you must install these products into a single directory on the computer. You can then install and uninstall encryption on multiple instances of AR System in any directories on the computer.

To install multiple instances

1 Run the suite installer and select a directory for the first installation.

2 Run the installer again, and select a different directory for the installation.

3 Repeat the installation process as needed.

You can install the same or different features in the various directories.

Tips for installing AR System server

When installing a new instance of the AR System server, be sure to enter:

A different AR System installation location

Unique network-resolvable instance names

Uniquely named tablespaces (or devices)

Additionally, only one instance of AR System server can use the portmapper, so do not select the portmapper option for more than one server instance. Generally, all specifically named port numbers used for one instance should be different from the ports for other instances. See the Installation Guide for possible port numbers so that you have unique values for each instance.

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Installing on Windows platforms

Multiple instances of the following features on Windows platforms have these additional limitations:

Only one BMC Remedy Flashboards server is supported at a time.

Only one BMC Remedy Mid Tier installed on Microsoft Internet Information Server with Tomcat is supported at a time.

Numbering scheme for multiple instances

When you install the patch, each installation is numbered, so when you want to uninstall a feature, the AR System installations are labeled accordingly (for example, “BMC Remedy Action Request System 7.5.00 Install 1,” “BMC Remedy Action Request System 7.5.00 Install 2,” and so on).

Table 1-65 shows an example scenario.

In this scenario, if you use the Add or Remove Programs window to uninstall a feature from “BMC Remedy Action Request System 7.5.00 Install 1,” all of the features installed in C:A are listed (BMC Remedy User, BMC Remedy Mid Tier, and BMC Remedy Email Engine). You can select one or more of the features that you want to uninstall. If you select some (but not all) of the installed features, “BMC Remedy Action Request System Install 1” remains in the Add or Remove Programs window after you uninstall the selected features. If you select all of the features, “BMC Remedy Action Request System 7.5.00 Install 1” is removed entirely.

So that you know the installation to which a client belongs, the options in the Start menu are also numbered—for example:

Start > All Programs > BMC Software > AR System 1 > BMC Remedy User

If installed, the client tools appear in the Start > All Programs menu as follows:

BMC Remedy User

BMC Remedy Alert

BMC Remedy Developer Studio

BMC Remedy Data Import

BMC Remedy Mid Tier Configuration Tool

Table 1-65: Example installation of multiple instances

Destination folder Feature Add or Remove Programs entry

C:A BMC Remedy User BMC Remedy Action Request System 7.5.00 Install 1

C:A BMC Remedy Mid Tier BMC Remedy Action Request System 7.5.00 Install 1

C:A BMC Remedy Email Engine BMC Remedy Action Request System 7.5.00 Install 1

C:B BMC Remedy User BMC Remedy Action Request System 7.5.00 Install 2

C:B AR System server BMC Remedy Action Request System 7.5.00 Install 2

C:B BMC Remedy Mid Tier BMC Remedy Action Request System 7.5.00 Install 2

C:C AR System server BMC Remedy Action Request System 7.5.00 Install 3

BMC Remedy Action Request System Version 7.5.00 95

Patch 001

NOTE Patch 001 introduces the numbering system. If you have AR System features already installed, and you run the patch 001 installer to install another instance of AR System in a new directory, the original 7.5.00 installation will not contain a number in the Add or Remove Programs window and the Start menu, and the new installation will contain a number (for example, “Install 2” in the Add or Remove Programs window or “AR System 2” in the Start menu).

Changes to the installer for the Oracle databaseIn the original AR System 7.5.00 suite installer, you could enter only the Oracle SID Name in the AR System Server DB Instance Name field. Additionally, the Oracle connection identifier and the Oracle SID name in tnsnames.ora file had to be the same.

The AR System 7.5.00 suite installer now enables you to enter the Oracle connection identifier and the Oracle SID name or Oracle service name (see Figure 1 on page 96). This change ensures that you can connect to the database and complete the installation successfully.

Figure 1: New Oracle fields in installer

Updates to cache persistenceTemporary cache persistence was introduced in BMC Remedy Mid Tier 7.5.00 and BMC Remedy Mid Tier 7.1.00 patch 006. Temporary cache persistence is similar to regular cache persistence except that when the mid tier is stopped, temporary cache is cleaned up, but regular cache remains.

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Patch 001

In version 7.5.00 patch 001, when you select or clear the Enable Cache Persistence check box on the Cache Settings page of the BMC Remedy Mid Tier Configuration Tool, it is highly recommended (but not required) that you restart the mid tier under the following circumstances:

When regular cache persistence was disabled previously and is now enabled. (Temporary cache persistence is then automatically disabled.)

When regular cache persistence was enabled previously and is now disabled. (Temporary cache persistence is then automatically enabled.)

NOTE In earlier versions, you had to manually disable or enable temporary cache persistence by modifying the config.properties file after the mid tier was stopped.

The two cache persistence configurations are mutually exclusive. For example, if temporary persistence is on, regular persistence is off.

For more information about cache persistence, see the BMC Remedy Action Request System 7.5.00: BMC Remedy Mid Tier Guide.

Change to default configuration of preload threads in 64-bit serversIn the 7.5.00 release, the Preload Tables Configuration option was turned off by default for all server platforms. Beginning with patch 001, this option is now turned on by default for 64-bit (UNIX or Linux) servers, with the following settings:

Preload Tables at Init Only—No (unchanged)

Number of Preload Threads—20

Number of Preload Segments—300

See the Configuration Guide:

For information about how this option can improve server performance, see “The Preload Tables Option” on page 163.

For information about how to configure this option, see “Server Information—Advanced Tab” on page 124.

To disable this option, set Number of Preload Threads to 0.

This option remains turned off by default for Windows servers.

NOTE If you apply patch 001 to an existing 7.5.00 AR System server, the new settings are applied if you did not previously configure the Preload Tables option. If you apply the patch to an existing 7.5.00 AR System server where Preload Tables is already configured, the patch installation does not change the configured settings.

BMC Remedy Action Request System Version 7.5.00 97

Patch 001

Updates to the config.properties fileNew properties were added to the BMC Remedy Mid Tier configuration file (config.properties) so that “actors” (user-to-form view mappings in an AR System application) can be stored in the cache. The patch installer adds these properties to the config.properties file, and maintains all configuration options that you have set.

For example, in BMC Atrium CMDB, a user named Demo can be associated with an “actor” called defaultActor. The defaultActor can be mapped to the Default Admin View of the CMDB Console form that is part of the BMC Atrium CMDB application. This mapping is stored in the ActorView caches.

The new properties are:

arsystem.ehcache.referenceMaxElementsInMemoryWeight. actorViews=0.32

The arsystem.ehcache.referenceMaxElementsInMemory property multiplies this property to determine the maximum number of elements allowed in memory for the ActorViews cache.

If arsystem.ehcache.referenceMaxElementsInMemory is not specified, arsystem.ehcache.referenceMaxElementsInMemoryWeight.actorViews has no effect, and the arsystem.ehcache.maxElementsInMemory property takes precedence.

arsystem.ehcache.referenceMaxElementsInMemoryWeight. actorViewsMapping=0.32

The arsystem.ehcache.referenceMaxElementsInMemory property multiplies this property to determine the maximum number of elements allowed in memory for the ActorViewsMapping cache.

If arsystem.ehcache.referenceMaxElementsInMemory is not specified, arsystem.ehcache.referenceMaxElementsInMemoryWeight.actorViewsMapping has no effect, and the arsystem.ehcache.maxElementsInMemory property takes precedence.

Updates to using FTS in a server groupFor Full Text Search (FTS) index creation to work properly in a server group environment, install SearchServer in the same directory structure on all of the nodes that can create indexes so that the nodes can access the stop word file (fultext.stp in the SearchServer configuration directory) by using an identical path name. Full text indexes are created on the node where the Administration operation is running when you configure a field definition for full text indexing or when a complete re-index is done. It is possible to create a full text index on a non-Administration node in the rare case that pending full text indexing tasks failover to another server.

In a multi-operating-system platform server group, restrict the nodes that are eligible to create indexes to those that can have a compatible directory path specified for the SearchServer configuration directory.

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When configuring FTS for servers in a server group on UNIX, follow the steps in the Installation Guide, and then complete the following steps:

Step 1 Modify the AR System server startup script (ARSystemServerInstallDir/bin/arsystem) to point the FULHOME variable to the SearchServer home directory and append /bin64/ssenv64.sh to the SearchServer61’s home directory for the FTSPROFILE variable. For example:

FULHOME=/usr/Hummingbird/SearchServer61FTSPROFILE=/usr/Hummingbird/SearchServer61/bin64/ssenv64.sh

Step 2 Create a fultext directory in the SearchServer home directory, and copy the fultext.stp file from the primary SearchServer installation directory.

Addition to EmailDaemon.propertiesThe email engine intermittently stopped processing outgoing messages due to SMTP timeout. To fix this issue, the following new property was introduced:

com.bmc.arsys.emaildaemon.SMTPTimeout

This property specifies whether to wait before canceling a connection attempt and generating an error. In case of an SMTP timeout, the email engine waits for the timeout interval and then marks the queued message as error. SMTPTimeout is not used by default. If you want the email engine to use this property, you must add it to EmailDaemon.properties and set its value to true. If you add the property but do not specify a value, it is considered as false.

SW00315645 was used to track this change.

AR System suite installerTable 1-66 describes the issues that were resolved in patch 001.

Table 1-66: Issues resolved in AR System 7.5.00 suite installer patch 001 (Sheet 1 of 3)

Issue ID Description

SW00295862SW00296312

If you installed the AR System server without installing BMC Remedy Developer Studio, and subsequently ran the installer again to install BMC Remedy Developer Studio on the same computer, the installation could fail.

SW00304539 Problems occurred while exporting flashboard definitions from the command prompt.

Note: Importing and exporting flashboards from the command prompt is now supported by using the -fb, -fa, and -fv parameters.

SW00308445 After installing AR System, if you further installed some AR System features in a different directory, those features were not populated in the Add or Remove Programs window.

Note: See “Installing multiple instances of AR System on one computer” on page 94.

SW00311300 The AR System suite installer failed on Windows 2008.

SW00313429 If a user manually deleted AR System server 7.5.00 binaries and runs the 7.5.00 installer again, the deleted binaries were not replaced.

SW00314550 When installing AR System 7.5.00, the Installation preview panel did not display the languages that were selected.

BMC Remedy Action Request System Version 7.5.00 99

Patch 001

SW00314707 The AR System Servers List panel displayed incorrect RPC port values.

SW00314822SW00317773

AR System server 7.5.00 could not be installed with DB2 with the Overwrite option, because the same container name could not be reused.

SW00315851 If you used a DB2 9.5 server to install the AR System server with a DB2 9.1 client, you could not run a local installation of the AR System server. You had to run a remote installation with the DB2 9.1 client on a remote computer. The DB2 9.1 server did not have this restriction; you could run the installation locally.

Note: With patch 001, you can use a DB2 9.5 server to install the AR System server locally with a DB2 9.1 client. When connecting from a DB2 9.1 client to a local or remote DB2 9.5 server:

Make sure that you have the DB2 9.1 Fixpack 3a client.In case of a non-Unicode AR System server installation, make sure that the appropriate LANG and LC_ALL variables are set in the userprofile file for DB2 9.1 client owner. For example, if the AR System server installation is Japanese non-Unicode on Solaris and the client instance owner is db2inst9, set the following values in userprofile:LANG=ja_JP.eucJPLC_ALL=ja_JP.eucJPexport LANG LC_ALL

SW00315872 The suite installer could not detect whether the previous AR System server installation was a Unicode instance.

SW00315921 On the suite installer screen, the SNMP field was not aligned to the left side.

SW00316494 In the original release of AR System 7.5.00, when you upgraded to version 7.5.00 in an environment with a 32-bit version of BMC Atrium CMDB, there was a point during the upgrade process where 32-bit binaries for BMC Atrium CMDB coexisted with the recently upgraded 64-bit binaries for AR System. Because 32-bit binaries are not compatible with 64-bit binaries, attempts by the server to load the BMC Atrium CMDB binaries failed and resulted in error messages.The error messages disappeared after the upgrade to the 64-bit BMC Atrium CMDB 7.5.00 was complete.

SW00316551SW00316732

Installing AR System 7.5.00 with Oracle failed when the SID and Connection Descriptor values did not match.

Note: See “Changes to the installer for the Oracle database” on page 96.

SW00317495 When upgrading AR System 7.1.00 to version 7.5.00 on Linux RHEL 4.0 (64-bit) with a remote Oracle 10gR2 Unicode database in the BMC Remedy ITSM environment, errors were written to arerror.log.

Note: The ARERR 8756 error no longer occurs while loading a plug-in, and the upgrade is successful.

SW00317535 Multiple instances of the ARERR 33 error occurred when upgrading AR System server 7.1.00 to version 7.5.00 on Solaris 10 system with Oracle 10g, with all features selected.

SW00318050 BMC Remedy Developer Studio was not being added to the AR System Registry.

SW00318302 The AR System database password was being displayed in the suite installation logs.

SW00318985 A silent installation of AR System failed, after an error about the BMC_DATABASE_ORACLE_CONNECTION_DESCRIPTOR parameter was encountered.

Table 1-66: Issues resolved in AR System 7.5.00 suite installer patch 001 (Sheet 2 of 3)

Issue ID Description

100 Technical Bulletin December 15, 2011

Patch 001

AR System serverTable 1-67 describes the issues that were resolved in patch 001.

SW00319486 When using the AR System suite installer for a second time (irrespective of whether the installation was successful at the first attempt) the Data View list was not displayed on the Localized Views and Data panel.

SW00319838 When installing multiple instances of AR System, warning messages about overwriting BMC Remedy Mid Tier and BMC Remedy Flashboards were displayed in the Installation preview panel.

SW00322730 The AR System patch number was being displayed beside its entry in the Add or Remove Programs window.

Table 1-66: Issues resolved in AR System 7.5.00 suite installer patch 001 (Sheet 3 of 3)

Issue ID Description

Table 1-67: Issues resolved in AR System server 7.5.00 patch 001 (Sheet 1 of 3)

Issue ID Description

SW00296801 The arsys_api.xml file was not being loaded at the time of Java plug-in server installation.

SW00297662 Several issues regarding missing validations occurred when installing multiple instances of AR System server.

SW00299418 The database consistency checker did not check for inconsistencies in indexes.

SW00314260 If the base forms for a join form were swapped, its corresponding audit form still retained the old setup. This resulted in users not being able to add a field to the join form.

SW00314455 The API log contained a +GCE entry but no -GCE entry.

SW00314690 The database consistency checker utility was aborted when checking a large AR System server database with BMC Remedy ITSM.

SW00314938 The database consistency checker generated logs that were not clean (for example, you could see “Unrecognized data type” errors), but you could ignore the errors.

SW00315093 No relationship was referenced for a table field defined in an Call Guide active link action.

SW00315249 If the argument to $PROCESS$ command in a workflow action contained the $PROCESS$ string, BMC Remedy Developer Studio threw a null pointer exception.

SW00315542 When sent as UTF-8 characters to a non-Unicode Polish AR System server with a Polish Oracle database, the Polish characters A, a, Z, z, S, and s were corrupted.

SW00315905 An FTS search failed when performing a search on a form that contained WEIGHT fields.

SW00315978 An attempt to upgrade from AR System server 7.0.01 (as non-root user) to version 7.5.00 failed.

SW00316394 arsignald used arfork.log instead of arsignald.log.

SW00316509 The retrieveTotalMatches parameter in the getListSQL Java API call was not working.

SW00316527 SNMP did not work properly on Windows.

SW00316553 An RPC call timeout occurred, only on Oracle, when the getListSql Java API call requested numMatches with partial row set.

SW00316750 The Report plug-in caused the Plug-in Server to fail.

SW00316904 An HTTP 401 error occurred when trying to consume a web service protected by HTTP basic authentication.

BMC Remedy Action Request System Version 7.5.00 101

Patch 001

SW00316961 The SWLM-IT6.1 Term, Status, and Status Reason data was displayed incorrectly in BMC Remedy User reports: alias values of Selection field were not displayed correctly.

SW00317304 The AR System server stopped responding when running tests on a vendor temp table on Sybase.

SW00317360 The AR System server could not be installed with Informix.

SW00317530 The AR System server failed while importing large def files when there was insufficient disk space.

SW00317534 AR System 7.0.01 failed to manage XML responses from third-party publishers.

SW00317581 The service action did not send fields that were not part of the transaction.

SW00317665 If a filter action associated with a delete operation was designed to update a record by using a Push Fields action, the record could not be deleted.

SW00317666 Sometimes two arserverd processes began, instead of one, upon issuing arsystem start on HP-UX running on Itanium.

SW00317738 The ARERR 8939 AR System Plug-in Server error occurred during a fresh installation of Atrium Core on AIX.

SW00317789 AR System failed on 64-bit Windows 2003 during BMC Atrium upgrade with the BMC Remedy ITSM suite.

SW00317930 The arhgid utility issued the ARERR 552 error while changing form IDs on Microsoft SQL Server databases. However, all forms-related renaming actions were performed properly.

SW00317946 Supplying more than 1 MB of data to an unlimited Character field on DB2 caused the database server to return an error and locked the associated table. The table could not be accessed until the database administrator cleared the lock.

SW00318005 armonitor imposed a very low limit (approximately 1 KB) on the command line values read from armonitor.conf or armonitor.cfg.

SW00318261 Instances of the email engine instances in server groups could not process messages.

Note: In a server group, an email engine instance without a valid ranking value runs in the suspended mode.

SW00318386 In a BMC Atrium installation, importing a def file by using arimport sometimes returned a duplicate index warning.

SW00318464 When upgrading BMC Atrium with BMC Remedy ITSM (QUAD) on 64-bit Windows 2003, the AR System Plug-in Server failed.

SW00318808 Assignment parsing failed when the field name contained a period (.).

SW00318990 BMC Remedy Alert failed intermittently after generating the error “Connect select call failed with error 22.”

SW00319019 Qualification parsing failed when the qualification contained a field name with a period (.).

SW00319389 The AR System server failed a with Get Multiple Active Links (GMAL) call when data in the AR System tables was inconsistent.

SW00319650 The AR System server did not attempt to reconnect to the Oracle database after the ORA-12523 error occurred.

SW00319657 On Informix, creating or modifying a form that contained currency fields did not generate the appropriate view, because the currency field names whose lengths approached the database column limit did not generate unique column names in the SQL view associated with the form.

Table 1-67: Issues resolved in AR System server 7.5.00 patch 001 (Sheet 2 of 3)

Issue ID Description

102 Technical Bulletin December 15, 2011

Patch 001

BMC Remedy Approval ServerTable 1-68 describes the issues that were resolved in patch 001.

SW00319776 On AIX, arserverd failed due to a malloc failure when its disk utilization reached 1.8 GB.

SW00319879 If the Registry Location information was not available, a null pointer exception statement was recorded in the Java Plug-in Server log (INFO level).

SW00320194 Qualifications with TR or DB currency fields could not be saved.

SW00320634 On AR System server 7.1.00 patch 004, setting Full-Text-Search-Threshold-High: 0 caused a performance issue and returned the ARERR 93 error.

Note: Workflow queries involving FTS indexed fields might return the ARERR 674 error, or might not return results to the client before the timeout expires, if they involve many fields and qualify a lot of records.

SW00321015 When the ARERR 43 error occurred for a bad menu definition, insufficient information was recorded in the error log.

SW00321284 In the BMC Atrium environment, a dynamic join query did not return the expected results when it contained a nested query and the maximum number of retrievals was defined.

SW00321665 The ARERR 8760 error occurred when BMC Remedy Mid Tier 7.1.00 failed to open the AR System Administration: Server Information form on a 7.5.00 AR System server.

SW00322955 Memory leaks occurred in the AR System server with Oracle when using the preload threads option.

Table 1-67: Issues resolved in AR System server 7.5.00 patch 001 (Sheet 3 of 3)

Issue ID Description

Table 1-68: Issues resolved in BMC Remedy Approval Server 7.5.00 patch 001

Issue ID Description

SW00314273 The appearance of BMC Remedy Approval Central (Approval Central) was not consistent between the EN locale and other locales.

SW00314932 The database consistency checker reported a warning, “Field ID is not related to this form,” for approval server forms.

SW00315139 The flowchart views generated by using Visualizer did not display the date and time values properly on the Thai locale.

SW00315620 The flowchart view was not generated correctly for a request.

SW00316691 An attempt to upgrade to the version 7.5.00 of the approval server failed because of a performance issue.

SW00317858 The Activity Log did not list comments when the application source ID was mapped to a field other than the request ID ({$1$}).

SW00317942 The Response button in the Approval Request Summary section was not visible on the Japanese locale.

SW00319057 Setting the full names of users to the appropriate signature lines caused a performance issue when upgrading to version 7.5.00 of the approval server.

BMC Remedy Action Request System Version 7.5.00 103

Patch 001

When upgrading to future versions of AR System applications, you might be required to have the assignment engine on the patch 001 level. To achieve this, include the assignment engine when running the AR System suite installer for patch 001.

BMC Remedy Data ImportThe following issue was resolved in patch 001.

SW00315661—When importing records, BMC Remedy Data Import also imported invalid attachments, because it could not detect whether the attachments being referred to were available on the local system.

BMC Remedy Developer StudioTable 1-69 describes the issues that were resolved in patch 001.

Resolved issuesTable 1-69: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 001

Issue ID Description

SW00313184 If you used BMC Remedy Developer Studio and ran JDK 1.6 on a computer with a German locale, you received an error message when you saved a workflow action that included the date in the qualification. The workaround was to use JDK 1.5.

SW00317684 In BMC Remedy Developer Studio, if you changed the Display Type field property from Splitter to Collapsible and you modified the Initial Size field property to a number larger than the original splitter’s maximum size, an error occurred.

SW00318784 Importing object definitions in BMC Remedy Developer Studio failed if the definition file did not contain a Data Visualization Definition (DVD).

Note: A workaround is to append a single DVD (for example, a flashboard) to the definition file.

SW00319328 A field specified as an input value of a filter API plug-in in a Set Field Action could not be modified after it was saved.

SW00320472 The Open Window action did not allow users to enter a destination file name after selecting File from the list.

SW00320973 Changing an existing Open Window Action Type did not clear the previous properties, such as the query, which was not required for the new type but was defined for the original type. This created issues for the save operation.

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BMC Remedy Email EngineTable 1-70 describes the issues that were resolved in patch 001.

BMC Remedy Mid TierTable 1-71 describes the issues that were resolved in patch 001.

Table 1-70: Issues resolved in BMC Remedy Email Engine 7.5.00 patch 001

Issue ID Description

SW00314204 The email engine had a potential performance issue, because message creation was delayed because of the message queue synchronization.

SW00315247 When emailstart.bat was used to run the email engine, logging information was written to stdout.log instead of being displayed on the console.

SW00315943 There was delay in the process of creating a new incident based on incoming mail.

SW00318113 The email engine converted email attachments from .msg to .txt.

Table 1-71: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 001 (Sheet 1 of 2)

Issue ID Description

SW00311263SW00312045SW00317331

Users could not access the BMC Atrium CMDB 2.1.00 CI Relationship Viewer from BMC Remedy Mid Tier 7.5.00, because the AR System 7.1.00 binaries needed by the CI Relationship Viewer were not included with BMC Remedy Mid Tier 7.5.00. The workaround was to copy the appropriate binaries into the mid tier directory.

Note: This problem is corrected in AR System 7.5.00 patch 001. The installer now installs these binaries for compatibility with BMC Atrium CMDB 2.1.00, so you do not need to copy them manually.

SW00313755 On Windows with JBoss: With version 7.5.00 of the mid tier, after you uninstalled the mid tier, you could still connect to the mid tier, and files were not deleted. The workaround was to stop the mid tier and delete the mid tier folder.

Note: With patch 001, most files are deleted and the mid tier no longer runs after uninstalling. However, if JBOSS is still running, a few files still remain in the arsys.war path.

SW00315415 Errors were reported when using SRMS with BMC Remedy Mid Tier 7.5.00.

SW00315433 The Change Field action did not correctly set a URL when updating a Text Trim field in a browser.

SW00315728 The tree control in a fill layout panel did not work correctly in Internet Explorer.

SW00315894 The mid tier reported a null pointer error when loading a form that referenced a template, and the template was not present.

SW00315903 Some versions of Internet Explorer were not able to correctly load data from applications, such as BMC Remedy Service Request Management, that use the Data Visualization plug-in.

SW00316746 When installing BMC Remedy Mid Tier with Tomcat and IIS on a computer where Tomcat was already installed, Tomcat was unable to start after the installation due to an incorrect path.

SW00318047 After installing BMC Remedy Mid Tier with IIS, BOXI web services extensions were missing from the IIS manager.

SW00318233 When you created an AR System report in a browser, the report included the Status History field even though it was not added to the report.

SW00318977 BMC Remedy Flashboards did not display data obtained through a custom qualification.

BMC Remedy Action Request System Version 7.5.00 105

Patch 001

BMC Remedy UserTable 1-72 describes the issues that were resolved in patch 001.

SW00319339 The mid tier login did not work after installing BMC Remedy Mid Tier on Windows for the Simplified Chinese, Japanese, and Korean operating systems, if the installed path included double-byte characters.

SW00319463 An XSS vulnerability could occur when accessing the mid tier through Internet Explorer.

SW00320200 After installing BMC Remedy Mid Tier and Tomcat 6.0, Tomcat repeatedly restarted due to memory errors.

SW00320207 A thread creation problem caused a Java memory error.

SW00320291 A report generated by an active link did not run in a browser but did work when run from BMC Remedy User.

SW00320866 The ARERR 3600 internal error occurred when running an embedded report in a browser, and the report was not created.

SW00321293 The Tomcat service was not removed after uninstalling BMC Remedy Mid Tier and Tomcat.

SW00322571 The Level Choice execution option did not always fire when selecting nodes, subnodes, and leaves of a tree in a browser.

SW00322722 The mid tier did not display the scroll bar when a string in Vertical Nav Bar was too long.

SW00322808 On Internet Explorer 7, the view field in a splitter panel appeared shrunken.

SW00323064 The AR System User Application Actor form did not work as expected in a localized environment.

SW00323622 On Firefox only—If you performed a search on a form that had a table field with the Refresh on Entry Change property selected, an exception error occurred.

Table 1-71: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 001 (Sheet 2 of 2)

Issue ID Description

Table 1-72: Issues resolved in BMC Remedy User 7.5.00 patch 001 (Sheet 1 of 2)

Issue ID Description

SW00310448 Even though ODBC was not selected for installation, the arodbc75.dll file was copied into the user’s directory. If ODBC was selected, the arodbc75.dll file was copied into two locations instead of one.

SW00314848 Uninstalling BMC Remedy User did not remove all the appropriate files (for example, InstalledConfiguration.xsd).

SW00315396 Even though only English was selected, the client installer installed message catalogs for all supported languages.

SW00316351 Duplicate Start menu items were created for BMC Remedy User, BMC Remedy Alert, and BMC Remedy Developer Studio.

SW00316404 Even though an instance of BMC Remedy User was already running on the system, the suite installer allowed users to install BMC Remedy User.

SW00316867 The Start menu options BMC Remedy User Help and BMC Remedy Alert Help on non-English locales pointed to the English version instead of the localized help.

SW00317822 BMC Remedy User displayed incorrect data in the list view and cell-based table fields.

SW00322093 Opening the License Certificate wizard caused BMC Remedy User to fail.

106 Technical Bulletin December 15, 2011

Cumulative lists of updated files

Cumulative lists of updated filesThis section lists all the files that were changed between version 7.5.00 of the AR System product and its latest patch. Files updated for the following features are listed here:

AR System server (page 107)

BMC Remedy Approval Server (page 118)

BMC Remedy Assignment Engine (page 119)

BMC Remedy Email Engine (page 120)

BMC Remedy Flashboards (page 122)

BMC Remedy Mid Tier (page 123)

AR System serverThe AR System server files are located in the patchDownloadDir/server/ directory. Table 1-73 lists all the directories and files within that location.

Table 1-73 uses variables to represent the following directories:

locale—represents de, en, es, fr, it, ja, ko, pt_BR, ru, and zh_CN

unixLocale—represents C, de, de.UTF-8, en.UTF-8, es, es.UTF-8, fr, fr.UTF-8, it, it.UTF-8, ja, ja.UTF-8, ko, ko.UTF-8, pt, pt.UTF-8, ru, ru.UTF-8, zh, and zh.UTF-8

SW00323002 If you switched between columns within a table, the sort marks were not being refreshed.

SW00323110 BMC Remedy User did not pick templates according to the locale.

Note: See “Patch 004” on page 66.

Table 1-72: Issues resolved in BMC Remedy User 7.5.00 patch 001 (Sheet 2 of 2)

Issue ID Description

Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 1 of 11)

Patch directory including updated files Destination directory

All platforms

./Allplatforms/def/locale/BusinessTimeSegment_view.def

Note: This file does not pertain to en; it has not been updated for ja, and is newly added for pt_BR.

On Windows:ARSystemServerInstallDirArserver systemformslocaleOn UNIX:ARSystemServerInstallDir/systemforms/locale/

BMC Remedy Action Request System Version 7.5.00 107

Cumulative lists of updated files

./Allplatforms/def/en/AdminPref.defFlashboardObject.def

On Windows:ARSystemServerInstallDirArserver installformsenOn UNIX:ARSystemServerInstallDir/installforms/en/

./Allplatforms/def/en/ARRegistry.defBusinessTimeEntityAssoc.defBusinessTimeSegment.defLicenses.def

On Windows:ARSystemServerInstallDirArserver systemformsenOn UNIX:ARSystemServerInstallDir/systemforms/en/

./Allplatforms/def/pt_BR/AlertList_view.defGroup_view.defHomePage_view.defreportforms_view.defreportvendor_view.defUser_view.defUserPasswordChange_view.defUserPref_view.def

On Windows:ARSystemServerInstallDirArserver installformspt_BROn UNIX:ARSystemServerInstallDir/installforms/pt_BR/

./Allplatforms/def/pt_BR/BusinessTimeEntityAssoc_view.defBusinessTimeHolidays_view.defBusinessTimeSharedEntity_view.defBusinessTimeSharedEntityAssocJoin_view.defBusinessTimeWorkdays_view.defSHARE%Application_Interface_view.def

On Windows:ARSystemServerInstallDirArserver systemformspt_BROn UNIX:ARSystemServerInstallDir/systemforms/pt_BR/

Windows

./winnt/bin/srvdb2.exeor./winnt/bin/srvmssql.exeor./winnt/bin/srvoracl.exe

ARSystemServerInstallDirarserver.exeFor more information, see the relevant manual upgrade procedure for a patch.

Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 2 of 11)

Patch directory including updated files Destination directory

108 Technical Bulletin December 15, 2011

Cumulative lists of updated files

./winnt/bin/armonitor.exearplugin.exearsvcdsp.exeportmap.exerunmacro.exeServerds.exearsnmpd.exe

ARSystemServerInstallDir

./winnt/bin/driver.exe ARSystemServerInstallDirArserverapi driver

./winnt/lib/ardbcconf.dllreportplugin.dllarcatalog_winntLocale.dll (non-Unicode)

Note: winntLocale represents de, eng, es, fr, it, jpn, ko, pt, rus, and zh

arcatalog_winntLocale_W.dll (Unicode)

ARSystemServerInstallDir

./winnt/lib/arapi75.jararxmlutil75.dll

ARSystemServerInstallDirArserverapi libandARSystemServerInstallDirpluginsvr

./winnt/lib/arapi75.dll ARSystemServerInstallDirandARSystemServerInstallDirArserverapi libandARSystemServerInstallDirpluginsvr

./winnt/lib/arapiext75.jar ARSystemServerInstallDirArserverapi lib

./winnt/lib/ardoc75.jar ARSystemServerInstallDirArserverapi javapluginsandARSystemServerInstallDirArserverapi lib

./winnt/lib/arealdap.dllareahub.dll

ARSystemServerInstallDirarealdapandARSystemServerInstallDirArserverapi arealdapwinnt

Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 3 of 11)

Patch directory including updated files Destination directory

BMC Remedy Action Request System Version 7.5.00 109

Cumulative lists of updated files

./winnt/lib/arpluginjni75.dll ARSystemServerInstallDirpluginsvrandARSystemServerInstallDirArserver pluginspluginjni

./winnt/lib/arpluginsvr75.jar ARSystemServerInstallDirpluginsvr

./winnt/lib/arutl75.dll ARSystemServerInstallDirandARSystemServerInstallDirarealdapandARSystemServerInstallDirArserverapi libandARSystemServerInstallDirpluginsvr

./winnt/lib/arutiljni75.dllwebsvcjava75.jar

ARSystemServerInstallDirpluginsvr

./winnt/lib/FlashboardAgent.jar ARSystemServerInstallDir

./winnt/lib/FlashboardObject.dll ARSystemServerInstallDir

./winnt/lib/javadriver.jar ARSystemServerInstallDirArserverapi lib

./winnt/lib/ServerAdmin.dll ARSystemServerInstallDirandARSystemServerInstallDirArserver pluginsserveradminwinnt

./winnt/lib/ssoldap.dll ARSystemServerInstallDirArserver pluginsssoldapwinnt

./winnt/lib/Visualizer.jar ARSystemServerInstallDirArserver installformsen

./winnt/lib/WebService.dll ARSystemServerInstallDirArserverapi arfilterapiWebService

./winnt/lib/websvc75.jar ARSystemServerInstallDir

All UNIX platforms (AIX, HP-UX, HP-UX for 64-bit Itanium, Linux, Solaris)

./unixPlatform/db2_db/arservdb2or./unixPlatform/inf_db/arservinfor./unixPlatform/ora_db/arservoraor./unixPlatform/syb_db/arservsyb

Note: Informix and Sybase are not supported on Linux.

ARSystemServerInstallDir/bin/arserverdFor more information, see the relevant manual upgrade procedure for a patch.

Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 4 of 11)

Patch directory including updated files Destination directory

110 Technical Bulletin December 15, 2011

Cumulative lists of updated files

./unixPlatform/bin/arservdsdarmonitorarpluginarsnmpdarsvcdsprunmacrowebsvc75.jar

ARSystemServerInstallDir/bin/

./unixPlatform/api/lib/arapi75.jararapiext75.jarjavadriver.jar

ARSystemServerInstallDir/api/lib/

./unixPlatform/api/lib/arpluginsvr75.jarwebsvcjava75.jar

ARSystemServerInstallDir/pluginsvr/

./unixPlatform/api/lib/FlashboardAgent.jar

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/flashboards/

./unixPlatform/api/lib/portmap.jar ARSystemServerInstallDir/pluginsvr/

./unixPlatform/api/lib/Visualizer.jar ARSystemServerInstallDir/installforms/en/

./unixPlatform/doc/ardoc75.jar ARSystemServerInstallDir/api/doc/

./unixPlatform/locale/C/arsystem.cat ARSystemServerInstallDir/locale/C/

./unixPlatform/locale/en.UTF-8/arsystem.cat

ARSystemServerInstallDir/locale/ en.UTF-8/

./unixPlatform/samples/driver/driver ARSystemServerInstallDir/bin/

AIX

./aix/bin/libar.alibari75_aixp64.alibarxmlutil.alibarxmlutil_aixp64.a

ARSystemServerInstallDir/api/lib/

./aix/bin/libar_aixp64.a ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/bin/

./aix/bin/libarjni75.a ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/pluginsvr/

Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 5 of 11)

Patch directory including updated files Destination directory

BMC Remedy Action Request System Version 7.5.00 111

Cumulative lists of updated files

./aix/bin/libarcrypto.alibarcrypto_aixp64.alibwebservice.a

Note: The libwebservice.a file is no longer required in patch 004 or later.

reportplugin.a

ARSystemServerInstallDir/bin/

./aix/bin/libarutiljni75.a ARSystemServerInstallDir/pluginsvr/

./aix/plugins/ardbcldap/aix/ardbcldap.a ARSystemServerInstallDir/ardbcldap/

./aix/plugins/arealdap/aix/arealdap.a ARSystemServerInstallDir/arealdap/

./aix/plugins/ardbcconf/aix/ardbcconf.a ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/aix/

./aix/plugins/areahub/aix/areahub.a ARSystemServerInstallDir/arealdap/andARSystemServerInstallDir/plugins/areahub/aix/

./aix/plugins/FlashboardObject/aix/FlashboardObject.a

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/FlashboardObject/aix/

./aix/plugins/pluginjni/aix/libarpluginjni75.a

ARSystemServerInstallDir/plugins/pluginjni/aix/andARSystemServerInstallDir/pluginsvr/

./aix/plugins/serveradmin/aix/ServerAdmin.a

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/aix/

./aix/plugins/ssoldap/aix/ssoldap.a ARSystemServerInstallDir/plugins/ssoldap/aix/

HP-UX

./hpux/bin/libar.sllibari75_hppa64.sllibarxmlutil.sllibarxmlutil_hppa64.sl

ARSystemServerInstallDir/api/lib/

./hpux/bin/libar.sllibar_hppa64.sl

ARSystemServerInstallDir/api/lib/

Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 6 of 11)

Patch directory including updated files Destination directory

112 Technical Bulletin December 15, 2011

Cumulative lists of updated files

./hpux/bin/libarjni75.sl ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/pluginsvr/

./hpux/bin/libarcrypto.sllibarcrypto_hppa64.sllibwebservice.sl

Note: The libwebservice.sl file is no longer required in patch 004 or later.

reportplugin.sl

ARSystemServerInstallDir/bin/

./hpux/bin/libarutiljni75.sl ARSystemServerInstallDir/pluginsvr/

./hpux/plugins/ardbcconf/hpux/ardbcconf.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/hpux/

./hpux/plugins/ardbcldap/hpux/ardbcldap.sl

ARSystemServerInstallDir/ardbcldap/

./hpux/plugins/areahub/hpux/areahub.sl ARSystemServerInstallDir/arealdap/andARSystemServerInstallDir/plugins/areahub/hpux/

./hpux/plugins/arealdap/hpux/arealdap.sl

ARSystemServerInstallDir/arealdap/

./hpux/plugins/FlashboardObject/hpux/FlashboardObject.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/FlashboardObject/hpux/

./hpux/plugins/pluginjni/hpux/libarpluginjni75.sl

ARSystemServerInstallDir/plugins/pluginjni/hpux/andARSystemServerInstallDir/pluginsvr/

./hpux/plugins/serveradmin/hpux/ServerAdmin.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/hpux/

./hpux/plugins/ssoldap/hpux/ssoldap.sl ARSystemServerInstallDir/plugins/ssoldap/hpux/

Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 7 of 11)

Patch directory including updated files Destination directory

BMC Remedy Action Request System Version 7.5.00 113

Cumulative lists of updated files

HP-UX for 64-bit Itanium

./hpia64/bin/libari75_hpia64.sllibarxmlutil_hpia32.sllibarxmlutil_hpia64.sl

ARSystemServerInstallDir/api/lib/

./hpia64/bin/libar_hpia32.sllibar_hpia64.sl

ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/bin/

./hpia64/bin/libarjni75_hpia32.sl ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/pluginsvr/

./hpia64/bin/libarcrypto_hpia32.sllibarcrypto_hpia64.sllibwebservice_hpia32.sl

Note: The libwebservice_hpia32.sl file is no longer required in patch 004 or later.

reportplugin.slreportplugin_hpia32.sl

ARSystemServerInstallDir/bin/

./hpia64/bin/libarutiljni75_hpia32.so ARSystemServerInstallDir/pluginsvr/

./hpia64/plugns/ardbcldap/hpia32/ardbcldap.sl

ARSystemServerInstallDir/ardbcldap/

./hpia64/plugins/arealdap/hpia32/areahub_hpia32.sl

ARSystemServerInstallDir/arealdap/andARSystemServerInstallDir/plugins/areahub/hpia32/

./hpia64/plugins/arealdap/hpia32/arealdap.sl

ARSystemServerInstallDir/arealdap/andARSystemServerInstallDir/plugins/arealdap/hpia32/

./hpia64/plugins/ardbcconf/hpia32/ardbcconf.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/hpia32/

./hpia64/plugins/serveradmin/hpia32/ServerAdmin.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/hpia32/

Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 8 of 11)

Patch directory including updated files Destination directory

114 Technical Bulletin December 15, 2011

Cumulative lists of updated files

Linux

./linux/bin/libar.solibar_lx64.solibari75_lx64.solibarxmlutil.solibarxmlutil_lx64.so

ARSystemServerInstallDir/api/lib/

./linux/bin/libar.solibar_lx64.so

ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/bin/

./linux/bin/libarjni75.so ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/pluginsvr/

./linux/bin/libarcrypto.solibarcrypto_lx64.solibwebservice.so

Note: The libwebservice.so file is no longer required in patch 004 or later.

reportplugin.so

ARSystemServerInstallDir/bin/

./linux/bin/libarutiljni75.so ARSystemServerInstallDir/pluginsvr/

./linux/plugins/ardbcconf/linux/ardbcconf.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/linux/

./linux/plugins/ardbcldap/linux/ardbcldap.so

ARSystemServerInstallDir/ardbcldap/

./linux/plugins/areahub/linux/areahub.so

ARSystemServerInstallDir/areahub/andARSystemServerInstallDir/plugins/areahub/linux/

./linux/plugins/arealdap/linux/arealdap.so

ARSystemServerInstallDir/arealdap/andARSystemServerInstallDir/plugins/arealdap/linux/

./linux/plugins/FlashboardObject/linux/FlashboardObject.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/FlashboardObject/linux/

Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 9 of 11)

Patch directory including updated files Destination directory

BMC Remedy Action Request System Version 7.5.00 115

Cumulative lists of updated files

./linux/plugins/pluginjni/linux/libarpluginjni75.so

ARSystemServerInstallDir/plugins/pluginjni/linux/andARSystemServerInstallDir/pluginsvr/

./linux/plugins/serveradmin/linux/ServerAdmin.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/linux/

./linux/plugins/ssoldap/linux/ssoldap.so

ARSystemServerInstallDir/plugins/ssoldap/linux/

Solaris

./solaris/bin/libar.solibar_solsp64.solibari75_solsp64.solibarxmlutil.solibarxmlutil_solsp64.so

ARSystemServerInstallDir/api/lib/

./solaris/bin/libar.solibar_solsp64.so

ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/bin/

./solaris/bin/libarjni75.so ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/pluginsvr/

./solaris/bin/libarcrypto.solibarcrypto_solsp64.solibwebservice.so

Note: The libwebservice.so file is no longer required in patch 004 or later.

reportplugin.so

ARSystemServerInstallDir/bin/

./solaris/bin/libarutiljni75.so ARSystemServerInstallDir/pluginsvr/

./solaris/plugins/ardbcconf/solaris/ardbcconf.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/solaris/

./solaris/plugins/areahub/solaris/areahub.so

ARSystemServerInstallDir/arealdap/andARSystemServerInstallDir/plugins/areahub/solaris/

Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 10 of 11)

Patch directory including updated files Destination directory

116 Technical Bulletin December 15, 2011

Cumulative lists of updated files

Corrections in earlier patch documentsIn patch 001 and 002, the following files were wrongly mentioned as changed (they have now been removed from the relevant tables in this document):

In patches 002, 003, and 004, the patchDownloadDir/server/hpia64/plugins folder and the files within that location were incorrectly reported as updated; the folder and its contents should not exist. All the required plug-in files are located in the patchDownloadDir/server/hpia64/bin folder.

./solaris/plugins/FlashboardObject/solaris/FlashboardObject.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/FlashboardObject/solaris/

./solaris/plugins/pluginjni/solaris/libarpluginjni75.so

ARSystemServerInstallDir/plugins/pluginjni/solaris/andARSystemServerInstallDir/pluginsvr/

./solaris/plugins/serveradmin/solaris/ServerAdmin.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/solaris/

./solaris/plugins/ardbcldap/solaris/ardbcldap.so

ARSystemServerInstallDir/ardbcldap/

./solaris/plugins/arealdap/solaris/arealdap.so

ARSystemServerInstallDir/arealdap/

./solaris/plugins/ardbcconf/solaris/ardbcconf.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/solaris/

./solaris/plugins/ssoldap/solaris/ssoldap.so

ARSystemServerInstallDir/plugins/ssoldap/solaris/

Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 11 of 11)

Patch directory including updated files Destination directory

arcache arregistryplugin75.jar jlicapi75.dllarcache.exe arreload jlicapi75.jararchgid arreload.exe produseardist arsnmpd sampleardbc.jararjni75.dll arsnmptrap samplearea.jararlabel arsignal samplefilterapi.jararpluginsdoc.jar arsrv75.dll samplePluginDependency.jar

artext samplesrc.jar

BMC Remedy Action Request System Version 7.5.00 117

Cumulative lists of updated files

BMC Remedy Approval ServerThe approval server files are located in the patchDownloadDir/approval/ directory. Table 1-74 lists all the directories and files within that location.

Table 1-74 uses variables to represent the following directories:

locale—represents de, en, es, fr, it, ja, ko, pt_BR, ru, and zh_CN

unixPlatform—represents aix, hpux, hpia32, linux, and solaris

Table 1-74: Files updated in patch releases for version 7.5.00 of BMC Remedy Approval Server (Sheet 1 of 2)

Patch directory including updated files Destination directory

All platforms

./files/def/en/VisModReg/Approval_0.jar approvalServerInstallDir/templates/en/VisModReg/

./files/def/en/AP%Detail-AdhocDetails1.defAP%Detail-Signature2.defAP%PendingApprovals1.defAP%PendingApprovals2.defAP%PendingApprovals2.xmlAP%PreviewInfo1.defAP%QuestCommentInfo1.defAP%QuestCommentInfo2.defAP%Reassign1.defAP%Reassign2.defAP%ShowDetail1.defAP%ShowDetail2.defAP%Signature1.defAP%Signature2.def

approvalServerInstallDir/templates/en/

./files/def/locale/AP%AdhocDialog_view.defAP%PendingApprovals_view.defAP%PreviewInfo_view.defAP%Show-Detail_view.def

Note: These files do not pertain to en.

approvalServerInstallDir/templates/locale/

./files/def/de/AP%Alternate_view.def approvalServerInstallDir/templates/de/

./files/def/it/AP%Alternate_view.def approvalServerInstallDir/templates/it/

./files/def/ja/AP%More_Information_view approvalServerInstallDir/templates/ja/

118 Technical Bulletin December 15, 2011

Cumulative lists of updated files

BMC Remedy Assignment EngineThe assignment engine files are located in the patchDownloadDir/assignment/ directory. Table 1-75 on page 120 lists all the directories and files within that location.

NOTE BMC Remedy Assignment Engine was not updated since patch 003. However, the time stamps of certain files might have changed due to dependencies on other updated files. See “BMC Remedy Assignment Engine” on page 51.

Table 1-75 uses unixPlatform to represent the aix, hpux, hpia32, linux, and solaris directories.

./files/def/pt_BR/AP%Admin-DeleteVerify_view.defAP%Alternate_view.defAP%Detail-Signature_view.defAP%Dtl-Sig-MoreInfoDialog_view.defAP%More_Information_view.defAP%Password_view.defAP%QuestionCommentInfo_view.defAP%Reassign_view.defAP%ShowDetail-DeleteVerify_view.defAP%Signature_view.defApproval_Central_view.def

approvalServerInstallDir/templates/pt_BR/

Windows

./files/winnt/arapprove.dllarapupgd.exearjoinfix.exe

approvalServerInstallDirbin

All UNIX platforms (AIX, HP-UX, HP-UX for 64-bit Itanium, Linux, Solaris)

./files/unixPlatform/bin/arapprove.*arapupgdarjoinfix

Note: The arapprove.* extensions are as follows:

.a for AIX

.sl for HP-UX and HP-UX for Itanium

.so for Linux and Solaris

approvalServerInstallDir/bin/

Table 1-74: Files updated in patch releases for version 7.5.00 of BMC Remedy Approval Server (Sheet 2 of 2)

Patch directory including updated files Destination directory

BMC Remedy Action Request System Version 7.5.00 119

Cumulative lists of updated files

BMC Remedy Email EngineThe email engine files are located in the patchDownloadDir/email/ directory. Table 1-76 lists all the directories and files within that location.

Table 1-76 uses variables to represent the following directories:

platform—represents aix, hpux, linux, solaris, and winnt

unixPlatform—represents aix, hpux, hpia32, linux, and solaris

Table 1-75: Files updated in patch releases for version 7.5.00 of BMC Remedy Assignment Engine

Patch directory including updated files Destination directory

All platforms

./files/def/en/ASE%Assignment_Association_WF1.defASE%Assignment_Process_WF1.defASE%Assignment_Rules_WF1.defASE%Form_Information_WF1.def

On Windows:assignmentEngineInstallDirWorkflowOn UNIX:assignmentEngineInstallDir/workflow/

Windows

./files/winnt/apsvcae.exe assignmentEngineInstallDirbin

All UNIX platforms (AIX, HP-UX, Linux, Solaris)

./files/unixPlatform/bin/apsvcae assignmentEngineInstallDir/bin/

Table 1-76: Files updated in patch releases for version 7.5.00 of BMC Remedy Email Engine (Sheet 1 of 2)

Patch directory including updated files Destination directory

All platforms

./files/platform/arapi75.jararmapi75.jararutil75.jaremaildaemon.jar

emailEngineInstallDir/

Windows

./files/winnt/arapi75.dllarjni75.dllarmapi75.dllarrpc75.dllarutiljni75.dllarutl75.dllarxmlutil75.dllemaild.exe

emailEngineInstallDir

All UNIX platforms (AIX, HP-UX, HP-UX for 32-bit Itanium, Linux, Solaris)

./files/unixPlatform/emaild.sh

Note: The use of emaild.sh varies depending on whether you are upgrading from release 7.5.00 to patch 001, or from patch 001 to a later patch.

emailEngineInstallDir/

120 Technical Bulletin December 15, 2011

Cumulative lists of updated files

AIX

./files/aix/libar.alibar_aixp64.alibari75_aixp64.alibarjni75.alibarutiljni75.alibarxmlutil.alibarxmlutil_aixp64.a

emailEngineInstallDir/

HP-UX

./files/hpux/libar.sllibar_hppa64.sllibari75_hppa64.sllibarjni75.sllibarutiljni75.sllibarxmlutil.sllibarxmlutil_hppa64.sl

emailEngineInstallDir/

HP-UX for 32-bit Itanium

./files/hpia32/libar.sllibar_hpia32.sllibar_hpia64.sllibarxmlutil.sllibarxmlutil_hpia32.sllibarxmlutil_hpia64.sl

emailEngineInstallDir/

Linux

./files/linux/libar.solibar_lx64.solibari75_lx64.solibarjni75.solibarutiljni75.solibarxmlutil.solibarxmlutil_lx64.so

emailEngineInstallDir/

Solaris

./files/solaris/libar.solibarjni75.solibarutiljni75.solibarxmlutil.solibarxmlutil_solsp64.so

emailEngineInstallDir/

Table 1-76: Files updated in patch releases for version 7.5.00 of BMC Remedy Email Engine (Sheet 2 of 2)

Patch directory including updated files Destination directory

BMC Remedy Action Request System Version 7.5.00 121

Cumulative lists of updated files

Corrections in earlier patch documentsThe rcmn75.dll file was wrongly mentioned in the updated files list for patch 001 and consequently in the cumulative updated files list through patch 003. However, the email engine does not use this file, so you can ignore its mention in this context.

BMC Remedy FlashboardsThe flashboards files are located in the patchDownloadDir/fbserver/ directory. Table 1-77 lists all the directories and files within that location.

NOTE BMC Remedy Flashboards was not updated for patch 007 and patch 008.

Table 1-77 uses platform to represent the aix, hpux, hpia32, linux, solaris, and winnt directories.

Table 1-77: Files updated in patch releases for version 7.5.00 of BMC Remedy Flashboards (Sheet 1 of 2)

Patch directory including updated files Destination directory

All platforms

./files/platform/arapi75.jararapiext75.jarardoc75.jararutil75.jar

flashboardsServerInstallDir/

Windows

./files/winnt/arapi75.dllarjni75.dllarrpc75.dllarutiljni75.dllarutl75.dllarxmlutil75.dll

flashboardsServerInstallDir

AIX

./files/aix/libar.alibar_aixp64.alibari75_aixp64.alibarjni75.alibarutiljni75.alibarxmlutil.alibarxmlutil_aixp64.a

flashboardsServerInstallDir/

122 Technical Bulletin December 15, 2011

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BMC Remedy Mid TierBMC Remedy Mid Tier files are located in the patchDownloadDir/midtier/ directory. Table 1-78 lists all the directories and files within that location.

HP-UX

./files/hpux/libar.sllibar_hppa64.sllibari75_hppa64.sllibarjni75.sllibarutiljni75.sllibarxmlutil.sllibarxmlutil_hppa64.sl

flashboardsServerInstallDir/

./files/hpux/api/libarapi75.jararapiext75.jarardoc75.jararutil75.jar

flashboardsServerInstallDir/

HP-UX for 64-bit Itanium

./files/hpia32/libar_hpia32.sllibarjni75_hpia32.solibarutiljni75_hpia32.solibarxmlutil_hpia32.sl

flashboardsServerInstallDir/

Linux

./files/linux/libar.alibar.solibar_lx64.alibar_lx64.solibari75_lx64.solibarjni75.solibarutiljni75.solibarxmlutil.solibarxmlutil_lx64.so

flashboardsServerInstallDir/

Solaris

./files/solaris/libar.alibar.solibarjni75.solibarutiljni75.solibarxmlutil.so

flashboardsServerInstallDir/

Table 1-77: Files updated in patch releases for version 7.5.00 of BMC Remedy Flashboards (Sheet 2 of 2)

Patch directory including updated files Destination directory

BMC Remedy Action Request System Version 7.5.00 123

Cumulative lists of updated files

Table 1-78 uses variables to represent the following directories:

browser—represents ie (Internet Explorer), moz (Firefox), and saf (Safari)

unixPlatform—represents aix, hpux, linux, and solaris

Table 1-78: Files updated in patch releases for version 7.5.00 of BMC Remedy Mid Tier (Sheet 1 of 4)

Patch directory including updated files Destination directory

All platforms

./files/allplatforms/LocalPlugins/Flashboard/Flashboard.jar

midTierInstallDir/LocalPlugins/Flashboard/

./files/allplatforms/LocalPlugins/Report/Report.jar

midTierInstallDir/LocalPlugins/Report/

./files/allplatforms/resources/browser/javascript/popups/Menu.jsMenuRTL.jsPopupSupport.jsSimpleTable.jsSimpleTableRTL.jswe.js

midTierInstallDir/resources/browser/javascript/popups/

./files/allplatforms/resources/browser/javascript/ClientCore.jsClientCoreAcc.jsClientCoreProf.jsClientCoreRTL.js

midTierInstallDir/resources/browser/javascript/

./files/allplatforms/resources/ie/stylesheets/ARSystem.css

midTierInstallDir/resources/ie/stylesheets/

./files/allplatforms/resources/moz/stylesheets/ARSystem.css

midTierInstallDir/resources/moz/stylesheets/

./files/allplatforms/resources/standard/images/DialogClose.gif

midTierInstallDir/resources/standard/images/

./files/allplatforms/resources/standard/javascript/timezone/

Note: See “Time-zone related files” on page 127.

midTierInstallDir/resources/standard/javascript/timezone/

./files/allplatforms/resources/standard/javascript/LocalizedMessages.jsLocalizedMessages_en.jsLocalizedMessages_pt_BR.js

midTierInstallDir/resources/standard/javascript/

./files/allplatforms/resources/standard/stylesheets/ARSystem.css

midTierInstallDir/resources/standard/stylesheets/

./files/allplatforms/resources/standard/swf/background.swf

midTierInstallDir/resources/standard/swf/

./files/allplatforms/samples/PluginEventCode.js

midTierInstallDir/samples/

124 Technical Bulletin December 15, 2011

Cumulative lists of updated files

./files/allplatforms/shared/config/config_add_arserver.jspconfig_cache_adv.jsp

midTierInstallDir/shared/config/

./files/allplatforms/shared/login.jsplogin_common.jspview_form.jspwait.jsp

midTierInstallDir/shared/

./html/SaveQuickReportPopup.html midTierInstallDir/resources/standard/html/

./files/allplatforms/WEB-INF/classes/config.propertiesLocalizedMessages.propertiesLocalizedMessages_en.propertiesLocalizedMessages_pt_BR.properties

midTierInstallDir/WEB-INF/classes/

./files/allplatforms/WEB-INF/lib/arapi70.jararapi75.jarARInterfaces70.jararutil70.jararutil75.jarARWebReportViewer.jarConfig.jarGraphPlugin.jarLogger.jarMidTier.jarReportCommon.jarslf4j-jdk14-1.5.8.jarslf4j-api-1.5.8.jarSupport.jarwebsvcjava75.jar

midTierInstallDir/WEB-INF/lib/

./files/allplatforms/WEB-INF/lib/ehcache-core-2.0.1.jar

midTierInstallDir/WEB-INF/lib/ehcache-core-1.2.4.jar

Table 1-78: Files updated in patch releases for version 7.5.00 of BMC Remedy Mid Tier (Sheet 2 of 4)

Patch directory including updated files Destination directory

BMC Remedy Action Request System Version 7.5.00 125

Cumulative lists of updated files

Windows

./files/winnt/arapi70.dllarapi71.dllarapi75.dllarcatalog_winntLocale.dll

Note: winntLocale represents de, eng, es, fr, it, jpn, ko, rus, and zh.

arjni70.dllarjni75.dllarodbc75.dllarrpc70.dllarrpc71.dllarrpc75.dllarutiljni70.dllarutiljni75.dllarutl70.dllarutl71.dllarutl75.dllicudtbmc32.dllmfc71.dllmsvcp71.dllmsvcr71.dllrcmn71.dll

midTierInstallDirWEB-INFlib

All UNIX platforms (AIX, HP-UX for RISC, Linux, Solaris)

./files/unixPlatform/arapi70.jarardoc70.jararutil70.jarjlicapi70.jarlibari70.*libarjni70.*libarjni75.*libarutiljni70.*libarutiljni75.*libjlicapi70.*libjlicapi71.*

Note: The .* extensions are as follows:

.a for AIX

.sl for HP-UX

.so for Linux and Solaris

midTierInstallDir/WEB-INF/lib/

./files/unixPlatform/locale/C/arsystem.cat

midTierInstallDir/WEB-INF/lib/locale/C/

Table 1-78: Files updated in patch releases for version 7.5.00 of BMC Remedy Mid Tier (Sheet 3 of 4)

Patch directory including updated files Destination directory

126 Technical Bulletin December 15, 2011

Cumulative lists of updated files

Time-zone related filesThe following files related to time zones were updated in patch 003:

HP-UX for 32-bit Itanium

./files/hpia32/arapi70.jarardoc70.jararutil70.jarjlicapi70.jarlibarjni70.solibarjni70_hpia32.solibarjni75_hpia32.solibarutiljni70.solibarutiljni70_hpia32.solibarutiljni75_hpia32.solibarxmlutil.sllibarxmlutil_hpia32.sllibjlicapi70.solibjlicapi70_hpia32.so

midTierInstallDir/WEB-INF/lib/

./files/hpia32/locale/C/arsystem.cat midTierInstallDir/WEB-INF/lib/locale/C/

Table 1-78: Files updated in patch releases for version 7.5.00 of BMC Remedy Mid Tier (Sheet 4 of 4)

Patch directory including updated files Destination directory

AET.js Atlantic_Bermuda.jsAfrica_Cairo.js Atlantic_Faroe.jsAGT.js Australia_ACT.jsAmerica_Argentina_Buenos_Aires.js Australia_Adelaide.jsAmerica_Argentina_Catamarca.js Australia_Broken_Hill.jsAmerica_Argentina_ComodRivadavia.js Australia_Canberra.jsAmerica_Argentina_Cordoba.js Australia_Currie.jsAmerica_Argentina_Jujuy.js Australia_Eucla.jsAmerica_Argentina_La_Rioja.js Australia_Hobart.jsAmerica_Argentina_Mendoza.js Australia_LHI.jsAmerica_Argentina_Rio_Gallegos.js Australia_Lord_Howe.jsAmerica_Argentina_San_Juan.js Australia_Melbourne.jsAmerica_Argentina_Tucuman.js Australia_NSW.jsAmerica_Argentina_Ushuaia.js Australia_Perth.jsAmerica_Buenos_Aires.js Australia_South.jsAmerica_Campo_Grande.js Australia_Sydney.jsAmerica_Catamarca.js Australia_Tasmania.jsAmerica_Cordoba.js Australia_Victoria.jsAmerica_Cuiaba.js Australia_West.jsAmerica_Grand_Turk.js Australia_Yancowinna.jsAmerica_Havana.js BET.js

BMC Remedy Action Request System Version 7.5.00 127

Where to get the latest product information

Where to get the latest product informationTo view the latest BMC product documents, see the Customer Support website at http://www.bmc.com/support. Notices, such as flashes, technical bulletins, and release notes, are available on the website. You can subscribe to proactive alerts to receive email messages when notices are issued or updated. For more information about proactive alerts, see the Customer Support website.

America_Indiana_Tell_City.js Brazil_East.jsAmerica_Indiana_Winamac.js Cuba.jsAmerica_Jujuy.js Egypt.jsAmerica_Mendoza.js Europe_Guernsey.jsAmerica_Moncton.js Europe_Isle_of_Man.jsAmerica_Montevideo.js Europe_Jersey.jsAmerica_Nassau.js Europe_Podgorica.jsAmerica_Rosario.js Europe_Volgograd.jsAmerica_Sao_Paulo.js Iran.jsAntarctica_McMurdo.js NST.jsAntarctica_South_Pole.js NZ-CHAT.jsART.js NZ.jsAsia_Amman.js Pacific_Auckland.jsAsia_Damascus.js Pacific_Chatham.jsAsia_Gaza.jsAsia_Tehran.js

AIX, DB2, Informix, and IBM are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both.

Linux is the registered trademark of Linus Torvalds.

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.

Crystal Reports and SAP BusinessObjects are trademarks or registered trademarks of SAP AG in Germany and in several other countries.

UNIX is the registered trademark of The Open Group in the U.S. and other countries.

The information included in this documentation is the proprietary and confidential information of BMC Software, Inc., its affiliates, or licensors. Your use of this information is subject to the terms and conditions of the applicable End User License agreement for the product and to the proprietary and restricted rights notices included in the product documentation.

BMC SOFTWARE INC 2101 CITYWEST BLVD, HOUSTON TX 77042-2827, USA• 713 918 8800 Customer Support: 1 800 537 1813 (United States and Canada) or contact your local support center

128 Technical Bulletin December 15, 2011

Источник

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Всем привет! Меня зовут Алексей Волков. Bместе с моим коллегой, разработчиком Александром Соловьевым (alsov), мы делаем внутренние веб-сервисы в DataLine. Этой осенью мы запустили свой сервисдеск на замену BMC Remedy. В посте расскажу, почему мы отказались от готового решения и сделали все сами.

В среднем в сутки через сервисдеск проходит 450 заявок.

Чем нам не угодил Remedy?

Remedy я начал заниматься практически сразу, как попал в DataLine. После неоднократных попыток допилить его под наши задачи мы решили сделать свой сервисдеск. Вот не очень короткий список причин, по которым мы решили отказаться от Remedy Action Request System от BMC:

Неудобный интерфейс. Чтобы зарегистрировать заявку, взять ее в работу и отметить ее разрешение, приходилось сделать 100500 кликов.

Страница с инцидентом. Взять хотя бы поля для содержания сообщения, которое нужно было открывать в специальном окне.

Целый каскад вкладок нужно открыть, чтобы написать решение или перенаправить инцидент другому исполнителю.

Интеграция с другими клиентскими интерфейсами и какие-либо доработки предполагали еще те танцы с бубном. ПО проприетарное, места для маневров почти не было. Единственной лазейкой были веб-сервисы, которые умели общаться с Remedy, но они были очень капризными и нестабильными. Какие-то вещи мы делали совсем вручную и топорно: помню, как настроили выгрузку отчетов по инцидентам с помощью селектов из базы.

Конечно, был и другой путь: нанять подрядчика и исполнить любой свой каприз. На рынке на тот момент был всего один подрядчик по этому ПО, и он об этом знал. Производственные процессы корректируются, и постоянно нужны были бы доработки. С учетом этого ценник получался негуманным и начинался от 5 млн.

Не хватало лицензий. Когда-то на заре DataLine мы купили 100 лицензий. С тех пор компания сильно выросла. Лицензии были конкурирующими. Все чаще возникали ситуации, когда инженеру приходилось ждать освобождения лицензии, чтобы начать делать свою работу. Собственно, это и стало последней каплей.

Фиксация всех действий по инциденту. Мы хотели, чтобы все, что касается технической поддержки наших клиентов, было отражено в сервисдеске. Remedy же фактически только регистрировал запросы. Вся настоящая работа по инциденту велась в почтовой переписке, по телефону, в курилке – где угодно, но не в Remedy. Особенно, если это была комплексная заявка и задействовала специалистов из нескольких отделов. Вопрос то решали, но следов этого в Remedy не оставалось. В результате инцидент был задокументирован фрагментами, а иногда и вовсе не отображался в Remedy. Контролировать, разбираться и анализировать что-либо было очень сложно.

Сервисдеск 2.0

Функции Remedy заменить было просто. Сверхзадача нового сервисдеска – затащить всю активность по технической поддержке в «одно окно»: контакты, рабочую переписку, документы. Мы хотели получить своего рода логирование всего, что происходит после того, как клиент отправляет заявку к нам на саппорт. Попутно мы хотели автоматизировать многие вещи, чтобы снизить нагрузку на первую линию поддержки и исключить по максимуму человеческий фактор.

Вот самые важные из тех функций, что мы реализовали в новом сервисдеске:

Передача инцидента. К нам часто приходят комплексные заявки, которые по цепочке выполняют специалисты разных отделов. Из самого простого – заявка на физический доступ к оборудованию в дата-центре. Сначала диспетчер выписывает пропуск, потом передает данные клиента и номер пропуска дежурному инженеру, который встречает и сопровождает клиента в дата-центре. Есть запросы, которые последовательно отрабатывают 5 отделов.
Для всех таких случаев в интерфейсе появилась отдельная кнопка «Передать».

Переписка с клиентом и коллегами. Эта функция как раз для того, чтобы переписка по инциденту не «утекала» в почту и вся история общения сохранялась у нас.

Пока тут все очень минималистично. В планах – сделать полнотекстовый редактор с возможностью загрузки файлов, таблиц и пр.

История назначений и история всех действий по инциденту. Эти вкладки помогут разобраться в спорных вопросах и внутренних расследованиях. В данный момент я выгружаю отчеты из истории, чтобы отслеживать, как часто диспетчеры допускают ошибки при назначении инцидента на профильную группу.

Так выглядит история назначений по внутреннему инциденту «Увольнение сотрудника».

История инцидента. Тут еще будем наводить красоту, но главная задача уже решена – все логируется.

Наблюдатель. Бывает, что в письме-заявке клиент пристегивает в копию заинтересованных лиц. Все эти товарищи будут появляться во вкладке «Наблюдатели» и следить за исполнением данной заявки. Им будут приходить отбивки о статусе запроса, при желании они смогут переписываться с нашей техподдержкой. Внутри компании эта функция тоже востребована: сервис-менеджеры могут вписаться в любой запрос своего клиента и следить за его исполнением.
Список наблюдателей можно редактировать: удалять и добавлять новых.

Шаблоны инцидентов. Типовых запросов достаточно много. Чтобы не заполнять десятки раз на дню заявку на пропуск или уборку мусора, мы добавили возможность создавать шаблоны инцидентов. Нужно только нажать кнопку «Создать инцидент», и откроется предзаполненный шаблон с прописанным исполнителем, типом, приоритетом и статусом.

В работе дата-центров много регулярно повторяющихся заявок: обходы, тестирования, проверки инженерного оборудования по чек-листам и пр. Для всего этого настраиваются автоинциденты, которые автоматически попадают в трекер с заданной периодичностью.

Аналитика. В Remedy не было встроенных средств аналитики, ничего нельзя было выгрузить штатными средствами. Здесь мы предусмотрели выгрузку всего и вся для последующего анализа. Например:

количество запросов в сутки;
скорость реагирования;
просрочка запросов;
типы запросов;
загрузка по отделам;
работа диспетчеров;
частота и качество возникающих проблем в разрезе клиентов;
разнообразные зависимости, например, скорости исполнения от типа запроса.

Чуть позже хотим сделать дашборды с диаграммами и графиками, чтобы без всяких выгрузок и колдовства в Excel получать картину о происходящем в техподдержке.

Отчеты можно сформировать прямо в сервисдеске с помощью фильтров.

Выгрузка данных в различных форматах.

Можно выбрать поля, которые будут отображаться в выгрузке.

API для интеграции с другими внутренними сервисами. Из простого: сервисдеск подтягивает информацию из справочников с перечнем компаний-клиентов, договоров, списком заказанных услуг и ответственных лиц, которые могут направлять запросы. Раньше приходилось сначала сверяться с отдельным файлом, чтобы определить, является ли написавший клиентом и может ли он писать запросы от компании.

«Обход дежурной смены» – еще один наш внутренний сервис, с которым теперь умеет взаимодействовать сервисдеск. Это электронный чек-лист, по которому дежурные и инженеры эксплуатации несколько раз в день осматривают дата-центры на предмет поломок и непорядка. Ситуация для примера: во время обхода дежурный наткнулся на клиентскую стойку с неправильно установленным оборудованием. Он просто делает соответствующую пометку в программе «Обход», и в сервисдеск автоматически прилетает инцидент по проблеме. Дежурный идет дальше по маршруту обхода, а проблему со стойкой уже начинают решать.

По любому из пунктов чек-листа можно создать инцидент.

Форма для инцидента внутри ПО «Обход». Сверху висят инциденты в работе по этому же объекту.

По мелочи. Все самые частые типы запросов мы вывели на страницу интерфейса. После выбора приоритета пользователь видит дедлайн и прогресс-бар, показывающий сколько времени у него осталось на исполнение инцидента.

Внедрение

Во время опытной эксплуатации мы тестировали работу сервисдеска на внутренних заявках. Около месяца тренировались на отделах АХО, капитального строительства, производства и управления сервисом. Внешние заявки и заявки других отделов по-прежнему ходили через Remedy.

Потом мы договорились с тремя клиентами, чтобы обкатать обработку внешних заявок. Вот тут и случились первые проблемы.

Когда только начали делать новый сервисдеск, я лелеял надежду, что наш умный почтовый парсер сможет регистрировать запросы, раскидывать их по профильным отделам, подшивать сообщения по одному и тому же вопросу в один инцидент. В перспективе это означало отказ от диспетчеров на обработке письменных запросов. В Remedy люди очень привыкли полагаться на почтовую переписку, ее было больше, чем мы предполагали. На тестовых испытаниях парсер не справился: он мог перепутать отделы при назначении запроса, новые сообщения по уже открытому инциденту он регистрировал как новые инциденты. Были и более тривиальные сложности: парсер не мог прочитать письмо, пришедшее от почты с сертификатом; не понимал нестандартную кодировку и присылал текст из вопросов.

Пришлось добавить ручной труд – появилась Диспетчерская. Это чистилище для всех заявок, пришедших на support@dtln.ru. Оттуда диспетчеры вручную распределяют заявки по отделам.

На стороне клиента логика взаимодействия с техподдержкой осталась прежней, изменился только вид отбивок. В первые дни с ними было несколько накладок, во основном из-за некорректных контактных данных в справочниках. Так у одного из клиентов было 23 ответственных лица и на всех один общий email, типа info@. Сервисдеск послушно всех оповестил, выполнив за час дневную норму по входящим на этом почтовом ящике.

Что дальше?

В ближайших планах – интеграция с Личным кабинетом. Вся переписка и история обращений будет отображаться в профиле клиента. Теоретически это шанс исключить почту из общения с техподдержкой и окончательно затащить клиента в наш веб-интерфейс. Посмотрим, как оно приживется в жизни.

Внедрение параметризованной заявки. Есть запросы, которые содержат много параметров и значений, и важно ничего в них не перепутать. Например, когда клиент просит добавить виртуальных ресурсов в пул или создать виртуальные машины определенных размеров. Для таких случаях мы планируем сделать конструктор с параметрами. Он будет автоматически парсить подобные клиентские запросы, пришедшие по почте. Его же будут использовать диспетчеры, когда принимать заявку по телефону.

Вот так выглядит параметризованная заявка.

Оценка работы техподдержки. Пресловутое «оцените наш сервис по пятибалльной шкале» с возможностью написать в свободной форме, все, что клиент думает о нашем сервисе.

Ту самую Диспетчерскую, которая возникла как костыль в помощь почтовому парсеру, хотим развить в полноценное автоматизированное рабочее место диспетчера (АРМ). Сейчас диспетчеру приходится заглядывать в различные интерфейсы (учет оборудования, список ответственных лиц, услуги по клиенту), чтобы собрать нужную информацию по клиенту. В АРМ же будет все в одном окне: инциденты клиента, контакты, договора, заказанные услуги и их параметры и пр. данные.

Ну и не теряем надежду на автоматическое распределение заявок по отделам. Сейчас думаем в сторону системы хэштегов для почтового парсера.

***
В боевом режиме сервисдеск работает с ноября, и все это время я наблюдаю стабильное увеличение количества инцидентов (+40%), в первую очередь за счет внутренних запросов. Смею надеяться, что это из-за того, что новый сервисдеск более дружелюбный во всех отношениях и запросы перестали проскакивать мимо него.

Еще один профит нового сервисдеска – это гибкость. Мы уже сделали несколько кастомных решений для отдельных клиентов, чтобы проинтегрироваться с их внутренними сервисдесками или просто подстроиться под их производственные процессы. Раньше на это ушли бы месяцы и миллионы, а теперь все, что нужно, – это письмо своему разработчику и 1-2 недели в зависимости от сложности задачи.

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