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BMC Software Confidential. BladeLogic Confidentia
BMC Service Request Management version
8.1.01
URL:
Date: 21-Feb-2014 20:46
https://docs.bmc.com/docs/display/srm81/Home
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Table of Contents
1 Featured content ______________________________________________________________________ 132 Where to start ________________________________________________________________________ 14
3 About BMC Service Request Management 8.1 ________________________________________________ 15
4 What's new __________________________________________________________________________ 16
4.1 Urgent issues _____________________________________________________________________ 16
4.1.1 Compatibility issues with BMC Remedy ITSM SP 1 for version 8.1.00 and BMC Service Level
Management 8.1.00 __________________________________________________________________ 16
4.2 Documentation updates ____________________________________________________________ 17
4.2.1 Added information about providing feedback about Knowledge Base articles _______________ 17
4.2.2 Updated the procedure for exporting SRDs, PDTS, and supporting data ___________________ 17
4.2.3 Corrected information about importing and exporting data ____________________________ 174.3 Service packs and patches ___________________________________________________________ 17
4.3.1 Service pack 1 for version 8.1.00: 8.1.01 ____________________________________________ 17
4.3.2 Patch 2 for version 8.1.00: 8.1.00.002 _____________________________________________ 20
4.3.3 Patch 1 for version 8.1.00: 8.1.00.001 _____________________________________________ 28
4.4 Version 8.1.00 ____________________________________________________________________ 36
4.4.1 Simplified installation _________________________________________________________ 36
4.4.2 Update to the multi-tenancy model ______________________________________________ 37
4.4.3 Improved user experience ______________________________________________________ 37
4.4.4 Documentation updates _______________________________________________________ 38
4.4.5 Integrations ________________________________________________________________ 38
4.4.6 On Behalf Of license requirement for SRDs using an AIF _______________________________ 39
4.4.7 Email-based approvals ________________________________________________________ 39
4.4.8 Auto-approval chain for service requests __________________________________________ 39
4.4.9 Updates to the UI ____________________________________________________________ 39
4.5 Locating white papers, guides, and technical bulletins _____________________________________ 40
4.5.1 What has changed ___________________________________________________________ 40
4.5.2 Technical bulletins ___________________________________________________________ 41
4.5.3 Release notes _______________________________________________________________ 41
4.5.4 Guides _____________________________________________________________________ 41
4.5.5 White papers ________________________________________________________________ 42
4.5.6 Flashes ____________________________________________________________________ 43
5 Key concepts ________________________________________________________________________ 44
5.1 Business value ____________________________________________________________________ 44
5.1.1 What is BMC Service Request Management? ________________________________________ 45
5.1.2 About Service requests ________________________________________________________ 48
5.1.3 Managing the digital identity life cycle _____________________________________________ 51
5.2 End-to-end-process _______________________________________________________________ 52
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5.2.1 Analyze ____________________________________________________________________ 52
5.2.2 Set up the framework _________________________________________________________ 52
5.2.3 Define services ______________________________________________________________ 53
5.2.4 Configure approvals __________________________________________________________ 54
5.2.5 Configure assignments ________________________________________________________ 54
5.2.6 Configure entitlements ________________________________________________________ 555.2.7 What users see ______________________________________________________________ 55
5.3 User roles _______________________________________________________________________ 55
5.4 Architecture _____________________________________________________________________ 56
5.5 Calbro Services company example ____________________________________________________ 57
6 Planning ____________________________________________________________________________ 59
6.1 BSM environment recommendations __________________________________________________ 59
6.1.1 BSM Interoperability __________________________________________________________ 59
6.1.2 Mainframe integrations ________________________________________________________ 65
6.1.3 Compliance pending __________________________________________________________ 65
6.1.4 BSM Reference Stack _________________________________________________________ 666.2 Roles and permission groups in BMC Service Request Management ___________________________ 67
6.2.1 User permissions _____________________________________________________________ 69
6.2.2 User access to application consoles and functions ___________________________________ 72
6.2.3 Application Functional roles ____________________________________________________ 73
6.3 Sample data SRDs _________________________________________________________________ 74
6.3.1 Importing sample data SRDs ____________________________________________________ 78
7 Installing ____________________________________________________________________________ 80
7.1 Preparing for installation ____________________________________________________________ 80
7.1.1 Installation process overview ___________________________________________________ 80
7.1.2 Completing the planning spreadsheet ____________________________________________ 837.1.3 Application licenses __________________________________________________________ 83
7.1.4 Downloading the installation files ________________________________________________ 84
7.1.5 Setting up the installation environment ___________________________________________ 86
7.2 Performing the installation _________________________________________________________ 134
7.2.1 Installing on HP-UX after mounting the installation DVD ______________________________ 134
7.2.2 Installing BMC Service Request Management ______________________________________ 135
7.2.3 Running an installation health check _____________________________________________ 137
7.2.4 Installing help ______________________________________________________________ 138
7.3 Installing and upgrading on a mixed-version stack _______________________________________ 140
7.3.1 Supported mixed-version stack _________________________________________________ 140
7.3.2 Version 8.1.00 features not supported in a mixed-version stack ________________________ 141
7.4 Installing silently _________________________________________________________________ 141
7.4.1 Creating a silent txt file _______________________________________________________ 142
7.4.2 Example silent installation file __________________________________________________ 142
7.4.3 Running the installer in silent mode _____________________________________________ 145
7.4.4 Options for the silent .txt file ___________________________________________________ 146
7.4.5 Encrypting passwords ________________________________________________________ 148
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7.5 After installing the application on a stack other than 8.1.00 _________________________________ 150
7.6 Uninstalling the BMC Service Request Management file system ______________________________ 150
7.6.1 To uninstall the BMC Service Request Management file system on Windows ______________ 150
7.6.2 To uninstall the BMC Service Request Management file system on UNIX __________________ 151
8 Configuring after installation ____________________________________________________________ 152
8.1 Configuring the default web path ____________________________________________________ 1528.1.1 To configure the default web path ______________________________________________ 152
8.2 Setting application preferences and options ____________________________________________ 153
8.2.1 Setting Service Catalog Manager Console preferences _______________________________ 153
8.2.2 Setting Business Manager Console preferences _____________________________________ 154
8.2.3 Setting Service Request Coordinator Console preferences ____________________________ 154
8.2.4 Setting Work Order Console preferences _________________________________________ 155
8.3 Configuring BMC Atrium Service Context for BMC Service Request Management ________________ 156
8.3.1 Registering the ServiceContext web service for BMC applications _______________________ 157
8.3.2 Configuring authentication for BMC Atrium Service Context ___________________________ 158
8.3.3 Setting up the Owner field _____________________________________________________ 1618.3.4 Testing connectivity with BMC Atrium Service Context providers _______________________ 162
8.4 Configuring the Notification Engine __________________________________________________ 163
8.4.1 To modify the Escalation server threads count _____________________________________ 163
8.4.2 Related topic _______________________________________________________________ 163
8.4.3 BMC Service Request Management notification events _______________________________ 163
8.5 Configuring email-based approvals ___________________________________________________ 166
8.5.1 Before you begin ____________________________________________________________ 167
8.5.2 Enabling email-based approvals ________________________________________________ 168
8.5.3 Customizing approval emails __________________________________________________ 168
8.6 Configuring the Request ID link in Approval Central _______________________________________ 1718.6.1 To configure a custom Request ID link in Approval Central ____________________________ 171
8.6.2 Related topics ______________________________________________________________ 172
8.7 Showing or hiding Crystal Reports ____________________________________________________ 172
8.7.1 Before you begin ____________________________________________________________ 172
8.7.2 To show or hide Crystal Reports ________________________________________________ 172
8.7.3 Related topics ______________________________________________________________ 173
8.8 Enabling localization ______________________________________________________________ 173
8.8.1 To enable localization ________________________________________________________ 173
8.9 Configuring Submitter mode ________________________________________________________ 173
8.9.1 To configure Submitter mode __________________________________________________ 173
8.9.2 Related topic _______________________________________________________________ 174
8.10 Configuring BMC Remedy AR System server for private server queue _________________________ 174
8.10.1 Generating a private server queue _______________________________________________ 175
8.10.2 Configuring the CAI PluginRegistry form __________________________________________ 175
8.10.3 Configuring the CAI integration _________________________________________________ 176
8.10.4 Configuring remote integrations ________________________________________________ 177
8.11 Updating hard-coded server host name references _______________________________________ 178
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8.11.1 To update hard-coded server host name references _________________________________ 178
8.12 Changing the database schema sort order ______________________________________________ 179
8.12.1 To change the schema sort order _______________________________________________ 179
8.13 Synchronizing people data _________________________________________________________ 180
8.14 Exporting forms __________________________________________________________________ 180
8.14.1 To export and import the form definitions ________________________________________ 1808.15 Configuring the URL used with the mid tier _____________________________________________ 181
8.16 Changing the time zone ____________________________________________________________ 181
8.16.1 To specify a time zone ________________________________________________________ 181
8.17 Creating user preference records _____________________________________________________ 181
8.17.1 To add a user preference record ________________________________________________ 181
8.18 Setting up JBoss to work with BMC Service Request Management ___________________________ 182
8.18.1 To set up JBoss to work with BMC Service Request Management _______________________ 182
8.19 Hiding or displaying the Task and Categorization tab on the Work Order form __________________ 182
8.19.1 To hide or display the Task and the Categorization tabs ______________________________ 182
8.20 Creating Windows shortcuts to a console or home page ___________________________________ 1838.21 Setting the tenancy mode __________________________________________________________ 183
8.21.1 To set the tenancy mode ______________________________________________________ 183
8.22 Using the mid tier prefetch utility ____________________________________________________ 184
8.22.1 Tips for using prefetch with Apache Tomcat _______________________________________ 184
8.22.2 Prefetch components ________________________________________________________ 185
8.23 Integrating BMC Remedy Identity Request Management ___________________________________ 187
8.23.1 Overview of the CONTROL-SA adapter ___________________________________________ 187
8.23.2 Prerequisites to configure CTSA adapter with Identity Management Suite _________________ 188
8.23.3 Extracting adapter components for Identity Request Management ______________________ 190
8.23.4 Generating keystore for CTSA adapter ___________________________________________ 1928.23.5 Configuring the system to work with JBOSS or WebSphere ___________________________ 194
8.23.6 Configuring Identity Request Management adapter information ________________________ 197
8.23.7 Reloading the adapter configuration ____________________________________________ 200
8.23.8 Defining entitlement policies for BMC Identity Request Management services _____________ 200
8.23.9 Adding customized fields to the People vendor form on ESS __________________________ 200
9 Upgrading __________________________________________________________________________ 203
9.1 Upgrade process overview _________________________________________________________ 203
9.2 Preparing to upgrade _____________________________________________________________ 206
9.3 Importing sample data when upgrading _______________________________________________ 208
9.4 Upgrading BMC Service Request Management __________________________________________ 208
9.4.1 Running the installer multiple times _____________________________________________ 209
9.4.2 Before you begin ___________________________________________________________ 209
9.4.3 To install BMC Service Request Management ______________________________________ 209
9.5 Update to the multi-tenancy model ___________________________________________________ 212
9.5.1 Related topics ______________________________________________________________ 213
9.5.2 Multi-tenancy model customizations overwritten by the multi-tenancy update ____________ 213
9.5.3 Reconciling customizations to the multi-tenancy model _____________________________ 237
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9.5.4 Managing the multi-tenancy update _____________________________________________ 239
9.5.5 Starting the multi-tenancy update utility manually __________________________________ 245
9.5.6 After installing the multi-tenancy update _________________________________________ 248
9.5.7 Troubleshooting the multi-tenancy update _______________________________________ 249
9.6 Completing an upgrade ____________________________________________________________ 250
9.6.1 To complete an upgrade ______________________________________________________ 2509.7 Upgrading Data Visualization modules _________________________________________________ 251
9.7.1 To upgrade the Data Visualization modules ________________________________________ 251
9.8 Upgrading the Product Ordering PDT _________________________________________________ 251
9.8.1 To manually update a Product Ordering PDT ______________________________________ 251
9.8.2 Related topic _______________________________________________________________ 252
9.9 Reconciling custom AIF workflows ___________________________________________________ 252
9.9.1 To reconcile custom AIF workflows _____________________________________________ 252
9.10 Exporting and importing data between different versions of the application ____________________ 253
9.10.1 Related topics ______________________________________________________________ 253
9.11 After upgrading the application on a stack other than 8.1 __________________________________ 25410 Using ______________________________________________________________________________ 255
10.1 Accessing the interface ____________________________________________________________ 255
10.1.1 To log in and access the BMC Remedy ITSM Suite applications _________________________ 255
10.2 Navigating the interface ___________________________________________________________ 256
10.2.1 IT Home page ______________________________________________________________ 256
10.2.2 Using the Overview console ___________________________________________________ 260
10.2.3 Navigating consoles, forms, and modules _________________________________________ 264
10.2.4 User interface standards for field labels ___________________________________________ 267
10.3 Using the Request Entry console _____________________________________________________ 268
10.3.1 Viewing information on the Request Entry console __________________________________ 26910.3.2 User scenario ______________________________________________________________ 272
10.3.3 Using Knowledge Base articles to resolve problems _________________________________ 272
10.3.4 Submitting requests _________________________________________________________ 274
10.3.5 Submitting a request survey ___________________________________________________ 287
10.3.6 Providing feedback on the Request Entry console __________________________________ 288
10.3.7 Setting user preferences for the Request Entry console ______________________________ 288
10.4 Using the Service Request Coordinator Console _________________________________________ 290
10.4.1 Search criteria for managing service requests ______________________________________ 291
10.4.2 Company and Console View options _____________________________________________ 291
10.4.3 Viewing details in a service request ______________________________________________ 292
10.4.4 Adding work information to a request from the Service Request Coordinator Console _______ 293
10.4.5 Reviewing user suggestions ___________________________________________________ 293
10.5 Reviewing the approval cycle of a request ______________________________________________ 293
10.5.1 To review the approval cycle of requests _________________________________________ 294
10.6 Approving or rejecting requests via email ______________________________________________ 294
10.6.1 To approve or reject a request via email __________________________________________ 296
10.7 Approving requests by using Approval Central ___________________________________________ 297
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10.7.1 To approve requests by using Approval Central ____________________________________ 298
10.8 Using the Business Manager Console _________________________________________________ 298
10.8.1 Viewing status overview information ____________________________________________ 299
10.8.2 Request status _____________________________________________________________ 300
10.8.3 Viewing request details in the Business Manager Console _____________________________ 300
10.8.4 Adding work information to a request from the Business Manager Console _______________ 30110.9 Using the Work Order Management application _________________________________________ 301
10.9.1 Functional roles in Work Order Management ______________________________________ 302
10.9.2 Using the Work Order Console _________________________________________________ 304
10.9.3 Creating work orders ________________________________________________________ 306
10.9.4 Assigning work orders manually ________________________________________________ 314
10.9.5 Updating assignment availability ________________________________________________ 315
10.9.6 Communicating with work order assignees and groups ______________________________ 315
10.9.7 Searching for work orders _____________________________________________________ 318
10.9.8 Viewing details of a service request associated with a work order _______________________ 320
10.9.9 Viewing truncated data in a work order __________________________________________ 32010.9.10Using BMC Atrium Service Context ______________________________________________ 321
10.9.11Using reminders ____________________________________________________________ 323
10.9.12Working with tasks __________________________________________________________ 325
10.9.13Closing work orders _________________________________________________________ 338
10.9.14Updating your profile ________________________________________________________ 338
10.10Using Identity Request Management Services ___________________________________________ 339
10.10.1Requesting access rights _____________________________________________________ 339
10.10.2Requesting removal of access rights ____________________________________________ 339
10.10.3Requesting to unlock or enable accounts ________________________________________ 340
10.10.4Requesting password changes _________________________________________________ 34010.10.5Submitting requests for other people ____________________________________________ 341
10.11Accessing user information _________________________________________________________ 342
10.12Communicating with users _________________________________________________________ 342
10.12.1Sending and receiving notifications _____________________________________________ 342
10.12.2Working with broadcasts _____________________________________________________ 345
10.13Fulfilling service requests __________________________________________________________ 347
10.13.1Related topics ______________________________________________________________ 348
10.13.2Relationships of request states to fulfillment application states ________________________ 348
10.13.3Completing requests ________________________________________________________ 349
10.13.4Viewing activity log entries in the request ________________________________________ 350
10.13.5Viewing details of requests in fulfillment applications ________________________________ 350
10.13.6Using global search to find a request ____________________________________________ 351
10.14Using reports ___________________________________________________________________ 355
10.14.1Predefined reports __________________________________________________________ 355
10.14.2Generating reports __________________________________________________________ 357
10.15Using search ____________________________________________________________________ 358
10.15.1Managing custom searches ____________________________________________________ 358
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10.15.2Searching all records ________________________________________________________ 360
10.15.3Searching all records from a hub server __________________________________________ 361
10.16Using social collaboration __________________________________________________________ 361
10.16.1Chat integration ____________________________________________________________ 362
10.16.2RSS feeds _________________________________________________________________ 362
10.16.3Twitter integration __________________________________________________________ 36210.16.4Related topics _____________________________________________________________ 363
10.16.5Enabling chat, Twitter notifications, and RSS feeds __________________________________ 363
10.16.6Using chat ________________________________________________________________ 363
10.16.7Subscribing to RSS feeds ______________________________________________________ 371
10.16.8Receiving BMC Remedy ITSM broadcasts on Twitter ________________________________ 372
11 Administering _______________________________________________________________________ 373
11.1 Getting started ___________________________________________________________________ 373
11.1.1 Configuration prerequisites ____________________________________________________ 373
11.1.2 Configuration steps __________________________________________________________ 374
11.1.3 Opening application consoles __________________________________________________ 37811.1.4 About the Application Administration console _____________________________________ 378
11.1.5 Defining the application administrator ___________________________________________ 379
11.1.6 Performing a standard configuration _____________________________________________ 381
11.1.7 Managing standard configuration data ___________________________________________ 382
11.1.8 Configuring mid tier and multi-tenancy settings ____________________________________ 383
11.1.9 Configuring the mid tier to view DVF fields ________________________________________ 384
11.1.10Configuring business hours and holidays _________________________________________ 385
11.1.11 Creating on-behalf-of definition rules ___________________________________________ 386
11.1.12Allowing unknown users to access the Request Entry console _________________________ 388
11.1.13Making the application accessible for users with disabilities ___________________________ 38911.2 Configuring navigational categories __________________________________________________ 389
11.2.1 Defining global navigational categories __________________________________________ 392
11.2.2 Defining company navigational categories ________________________________________ 393
11.2.3 Sorting navigational categories _________________________________________________ 395
11.3 Creating services _________________________________________________________________ 396
11.3.1 Configuring BMC Service Request Management video _______________________________ 397
11.3.2 How service request definitions are related to Atrium Service Catalog ___________________ 398
11.3.3 Creating application templates and application object templates _______________________ 400
11.3.4 Creating process definition templates ____________________________________________ 411
11.3.5 Creating service request definitions _____________________________________________ 432
11.3.6 Configuring packages and entitlement ___________________________________________ 512
11.3.7 Configuring approvals for SRDs and requests ______________________________________ 521
11.3.8 Working with surveys ________________________________________________________ 542
11.3.9 Using the Service Request Designer _____________________________________________ 546
11.4 Setting up the Work Order Management application ______________________________________ 556
11.4.1 About the Work Order form ___________________________________________________ 556
11.4.2 Work Order form Best Practice and Classic views ___________________________________ 559
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11.4.3 Adding or modifying a customer profile __________________________________________ 564
11.4.4 Configuring work assignments _________________________________________________ 566
11.4.5 Managing service targets in Work Order Management _______________________________ 573
11.4.6 About work order status transitions ______________________________________________ 576
11.4.7 Viewing the audit log ________________________________________________________ 581
11.5 Creating requests from fulfillment applications __________________________________________ 58211.5.1 Work order and service request status comparison __________________________________ 582
11.5.2 Change request and service request status comparison ______________________________ 583
11.5.3 Incident and service request status comparison ____________________________________ 585
11.5.4 To generate a request from a fulfillment application _________________________________ 586
11.5.5 Related topic ______________________________________________________________ 586
11.5.6 How activity log information is passed ___________________________________________ 586
11.6 Importing and exporting data _______________________________________________________ 587
11.6.1 About migrating BMC Service Request Management objects and data ___________________ 587
11.6.2 Exporting SRDs, PDTS, and supporting data _______________________________________ 589
11.6.3 Preparing the server for import _________________________________________________ 59211.6.4 Importing SRDs, PDTs, and supporting data _______________________________________ 594
11.6.5 Viewing the history of imports and exports ________________________________________ 603
11.7 Viewing object relationships: 8.1.01 and later ___________________________________________ 604
11.8 Working with the Request Entry console _______________________________________________ 604
11.8.1 Related topics ______________________________________________________________ 605
11.8.2 Defining default Request Entry console preferences _________________________________ 605
11.8.3 Configuring request entry preferences ___________________________________________ 606
11.8.4 Promoting services in the slide show ____________________________________________ 607
11.8.5 Displaying popular articles ____________________________________________________ 609
11.8.6 Configuring quick links _______________________________________________________ 61011.8.7 Rebranding the Request Entry console ___________________________________________ 611
11.8.8 Opening the Request Entry console in context _____________________________________ 618
11.8.9 Configuring service request query exclusions ______________________________________ 624
11.8.10Viewing statistics of searched terms on the Request Entry console _____________________ 625
11.9 Internationalization and localization __________________________________________________ 626
11.9.1 Configuring the BMC Remedy AR System server for localization ________________________ 627
11.9.2 Supported languages ________________________________________________________ 627
11.9.3 Localizing the application _____________________________________________________ 628
11.10Configuring Identity Request Management _____________________________________________ 638
11.10.1Configuring access roles for Identity Request Management ___________________________ 638
11.10.2Managing service configurations _______________________________________________ 639
11.10.3Reloading the configuration ___________________________________________________ 640
11.10.4Configuring approval for Identity Request Management _____________________________ 640
11.10.5Configuring for debug mode for Identity Request Management ________________________ 643
11.10.6Configuring passwords for change request service __________________________________ 643
11.10.7Configuring requests for Identity Request Management ______________________________ 645
12 Developing _________________________________________________________________________ 646
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12.1 Customizing BMC Service Request Management ________________________________________ 646
12.2 Developing integrations ___________________________________________________________ 646
12.2.1 Integration overview _________________________________________________________ 647
12.2.2 Integration methods _________________________________________________________ 651
12.2.3 Configuring third-party applications for integration _________________________________ 652
12.2.4 Web services for BMC Service Request Management ________________________________ 66412.2.5 Web services for Work Order Management ________________________________________ 669
12.2.6 Developer information for the Identity Request Management adapter ___________________ 672
13 Troubleshooting _____________________________________________________________________ 680
13.1 Troubleshooting the installation, migration, or upgrade ___________________________________ 680
13.1.1 Resolving errors with default currency settings ____________________________________ 680
13.1.2 Manually registering application plug-ins _________________________________________ 681
13.2 Working with logs ________________________________________________________________ 683
13.2.1 Viewing installation and uninstallation log files _____________________________________ 683
13.2.2 Contents of the logs _________________________________________________________ 685
13.2.3 Analyzing logs _____________________________________________________________ 69013.2.4 Collecting diagnostics in a zip file _______________________________________________ 692
13.2.5 Viewing a Log Zipper output file with Maintenance Tool ______________________________ 693
13.3 Troubleshooting Identity Request Management issues ____________________________________ 695
13.3.1 Troubleshooting error messages in Identity Request Management ______________________ 695
13.3.2 Informational messages for Identity Request Management ____________________________ 703
13.3.3 Troubleshooting CTSA Adapter errors for Identity Request Management _________________ 704
13.4 Troubleshooting processes related to a service __________________________________________ 706
13.4.1 Viewing processes related to a request ___________________________________________ 706
13.4.2 Other troubleshooting tips ____________________________________________________ 707
13.5 Troubleshooting localization ________________________________________________________ 70913.6 Troubleshooting SRD ID number generator conflicts on the production server: 8.1.01 and later _____ 710
13.6.1 To create a new record in the SRD:CFG DefinitionNumGenerator form ___________________ 711
13.6.2 Related topic _______________________________________________________________ 711
13.7 BMC Service Request Management Maintenance tool _____________________________________ 711
13.7.1 Collect and view logs ________________________________________________________ 712
13.7.2 Perform a health check _______________________________________________________ 712
13.7.3 Encrypt passwords __________________________________________________________ 712
13.7.4 Other BMC Remedy ITSM Suite Maintenance tools __________________________________ 712
14 Known and corrected issues ____________________________________________________________ 714
14.1 Installation issues _________________________________________________________________ 714
14.2 Application issues ________________________________________________________________ 719
14.3 Documentation issues _____________________________________________________________ 725
14.4 Related topic ____________________________________________________________________ 726
15 Support information __________________________________________________________________ 727
15.1 Contacting Customer Support _______________________________________________________ 727
15.2 Support status ___________________________________________________________________ 727
16 Additional resources __________________________________________________________________ 728
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17 Index ______________________________________________________________________________ 729
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This space contains information about the BMC Service Request Management 8.1 release, which is part of the
.BMC Remedy IT Service Management Suite 8.1 release
Warning
(February 2014) Compatibility issues with BMC Remedy ITSM SP 1 for version 8.1.00 and BMC Service
Level Management 8.1.00
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1 Featured content
Service pack 1 for version 8.1.00: 8.1.01New features in release 8.1.0
Known and corrected issues
Key concepts
Creating services
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2 Where to start
End users: UsingAdministrators: , , , andPlanning Installing Configuring after installation Administering
Architects: Architecture
Developers: Developing
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3 About BMC Service Request Management 8.1The BMC Service Request Management application enables an IT department and other business departments to
define offered services, publish those services in a service catalog, and automate the fulfillment of those services
for their users. With BMC Service Request Management, users can help themselves, which reduces the number of
requests coming into the service desk. As a result, IT professionals can focus on more mission-critical activities,
such as resolving incidents related to service failures and restoring critical services. The application also provides
the ability to automate workflows for each service, enforcing process consistency and faster request fulfillment.
The BMC Service Request Management application runs on the BMC Remedy Action Request System (BMC
Remedy AR System) platform and consumes data from the BMC Atrium Configuration Management Database
(BMC Atrium CMDB).
BMC Service Request Management works with other applications, such as BMC Incident Management and BMC
Change Management, to resolve user requests. BMC Service Request Management manages the entire process,
from submission to completion.
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4 What's newThis section provides information about what is new or what has changed in the BMC Service Request
Management 8.1 release, including updates introduced by service packs and patches when they become
available.
Urgent issues
Documentation updates
Service packs and patches
Version 8.1.00
Locating white papers, guides, and technical bulletins
4.1 Urgent issuesThis section contains information about issues in the BMC Service Request Management product that require
your immediate attention.
Compatibility issues with BMC Remedy ITSM SP 1 for version 8.1.00 and BMC Service Level Management
8.1.00
4.1.1 Compatibility issues with BMC Remedy ITSM SP 1 for version 8.1.00
and BMC Service Level Management 8.1.00
Note
The information in this topic is tailored to BMC Remedy ITSM 8.1.01, but the compatibility issues also
apply to BMC Service Request Management 8.1.01.
The following compatibility issues have been identified with BMC Remedy ITSM Service Pack 1 for version 8.1.00
and BMC Service Level Management 8.1.00:
Fresh installation of BMC Remedy ITSM 8.1.01 with BMC Service Level Management 8.1 is not supported.
You will encounter the following errors if you try to upgrade or install BMC Service Level Management 8.1:
Forms, views and, integrations are downgraded.
All foundation fixes done after 8.1.00 are lost.
For more information, see .SW00464141
This issue will be fixed with the release of BMC Service Level Management Service Pack 1 for 8.1.00.
https://docs.bmc.com/docs/display/itsm81/Known+and+corrected+issues#Knownandcorrectedissues-SLMHotfixhttps://docs.bmc.com/docs/display/itsm81/Known+and+corrected+issues#Knownandcorrectedissues-SLMHotfix7/24/2019 BMC Service Request Management 8.1.01 SpacePDF
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BMC Service Level Management 8.1.00 is not supported with BMC Remedy ITSM 8.1.01. Seeote: BMC Service
.Level Management compatibility
4.2 Documentation updatesThis topic contains information about documentation updates for BMC Service Request Management that are not
related to urgent issues, maintenance releases, service packs, or patches.
4.2.1 Added information about providing feedback about Knowledge Base
articles
November 6, 2013: The new topic describes how to rate andProviding feedback about a Knowledge Base article
comment on Knowledge Base articles opened from the Request Entry console.
4.2.2 Updated the procedure for exporting SRDs, PDTS, and supporting dataNovember 1, 2013: The topic has been updated with informationExporting SRDs, PDTS, and supporting data
about the file name and path to use when performing an export.
4.2.3 Corrected information about importing and exporting data
October 17, 2013: The section contained information aboutImporting data from the Import Export Console
and fields that is not applicable to this release, and that information has been removed.ersion Patch
Information about minimum version requirements when exporting and importing data is still applicable, and is
documented in .Exporting and importing data between different versions of the application
4.3 Service packs and patchesThis section provides information about the various service packs and patches that are available for BMC Service
Request Management 8.1.
Service pack 1 for version 8.1.00: 8.1.01
Patch 2 for version 8.1.00: 8.1.00.002
Patch 1 for version 8.1.00: 8.1.00.001
4.3.1 Service pack 1 for version 8.1.00: 8.1.01
This topic contains information about fixes and enhancements in this service pack and provides instructions for
downloading and installing the service pack.
https://docs.bmc.com/docs/display/itsm81/Service+Pack+1+for+version+8.1.00%3A+8.1.01https://docs.bmc.com/docs/display/itsm81/Service+Pack+1+for+version+8.1.00%3A+8.1.01https://docs.bmc.com/docs/display/itsm81/Service+Pack+1+for+version+8.1.00%3A+8.1.01https://docs.bmc.com/docs/display/itsm81/Service+Pack+1+for+version+8.1.00%3A+8.1.017/24/2019 BMC Service Request Management 8.1.01 SpacePDF
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Tip
For information about issues corrected in this service pack, see .Known and corrected issues
Enhancements
Downloading the service pack
Installing the service pack
Note
BMC Service Level Management 8.1 is not compatible with BMC Remedy ITSM 8.1.01. These
compatibility issues also apply to BMC Service Request Management 8.1.01.
The compatibility enforces the following limitations:
Fresh installation of BMC Remedy ITSM 8.1.01 with BMC Service Level Management 8.1 is
not supported.
If you try to upgrade BMC Service Level Management to 8.1.00 after BMC Remedy ITSM
8.1.01, you will encounter following errors:
Forms,views and, integrations are downgraded.
All foundation fixes done after 8.1.00 are lost.
Also see defect , and .SW00463181 SW00463857 SW00464141
If your current BMC Remedy ITSM environment is on 7.6.04 or 8.0.xx and if you want
leverage multi-tenancy capability introduced with BMC Service Level Management 8.1, it isrecommended you wait for the next service pack of BMC Service Level Management 8.1. Or
you can use the manual workarounds documented with the defects mentioned above.
However, if your current BMC Remedy ITSM environment is on 8.1.00 and you already have
BMC Service Level Management 8.1, you can upgrade to BMC Remedy ITSM 8.1.01.
Enhancements
Service Pack 1 provides the following enhancements:
Merge data import enhancement
When you migrate objects from a development environment to a test or production environment, you can use
the new to update objects on the target server. In addition, you can view relationshipsimport optionerge data
among service request definitions (SRDs), process definition templates (PDTs), application object templates
(AOTs), and application templates, so you can see which objects will be affected by an import. The Import Export
Console also provides more detailed information about export and import results, such as a list of objects and the
error messages associated with them.
https://docs.bmc.com/docs/display/itsm81/Known+and+corrected+issues#Knownandcorrectedissues-SLMDefecthttps://docs.bmc.com/docs/display/itsm81/Known+and+corrected+issues#Knownandcorrectedissues-SLMHotfixhttps://docs.bmc.com/docs/display/itsm81/Known+and+corrected+issues#Knownandcorrectedissues-SLMHotfixhttps://docs.bmc.com/docs/display/itsm81/Known+and+corrected+issues#Knownandcorrectedissues-SLMDefecthttps://docs.bmc.com/docs/display/itsm81/Known+and+corrected+issues#Knownandcorrectedissues-SLMDefect7/24/2019 BMC Service Request Management 8.1.01 SpacePDF
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Related topics
Known and corrected issues
4.3.2 Patch 2 for version 8.1.00: 8.1.00.002
Patch 2 is a cumulative release and includes all of the fixes that were provided in Patch 1. For information about
issues that have been resolved in Patch 1 and Patch 2, see .Known and corrected issues
The patch installer automatically determines which modules are already installed on the target computer and
then applies the patches to those modules. For example, if you run the BMC Remedy ITSM Suite patchonly
installer on a computer on which you have installed only BMC Change Management, only the fixes relevant to
BMC Change Management are applied.
Note
You must have version 8.1.00 installed before you can apply this patch. Separate patch installers are
available for BMC Remedy AR System, BMC Remedy ITSM Suite, and BMC Service Request Management.
Refer to the for information about applying the BMCBMC Remedy AR System patch documentation
Remedy AR System patch.
The following sections provide information about installing the patches for BMC Remedy ITSM Suite and BMC
Service Request Management:
Installing the patch and reviewing the results
Installing the patch on a server group
Disabling escalations
Removing a server from a server group
Applying the Data Management hotfix
Reviewing the patches that are installed on your computer
Performing a silent installation
Reconciling your customizations
Comparing objects after you upgraded with overlays already present
Related topics
https://docs.bmc.com/docs/display/ars81/Patch+2+for+version+8.1.00%3A+8.1.00.002https://docs.bmc.com/docs/display/ars81/Patch+2+for+version+8.1.00%3A+8.1.00.0027/24/2019 BMC Service Request Management 8.1.01 SpacePDF
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1.
2.
3.
4.
Before you begin
The patch installer does not use the Install Anywhere Framework and is not affected by the
system variable. If the default directory has insufficient space, increase theIATEMPDIR %TEMP%
available space or change its location.
Ensure that all AR objects, such as forms and workflows, have been released before you apply the
patch.
Installing the patch and reviewing the results
Note
If you have not already done so, disable escalations on the BMC Remedy AR System Server, by following
the instructions that are provided in .Disabling escalations
Download the patch installer from the BMC Electronic Product Distribution (EPD) site, or navigate to the
installation directory on the CD.
Unzip the installer.
Navigate to the folder.isk 1
Start the installer:
Run .(Microsoft Windows) setup.cmdLog on as and run .(UNIX) root setup.sh
Note
You might receive the error message, if you have notCannot find a JAVA_HOME
configured the location as an environment variable. You must also update theJAVA_HOME
environment variable.PATH
For example:
On Windows
=JAVA_HOME C:\Program Files\Java\jre6
=PATH C:\Program Files\Java\jre6\bin
On UNIX
=$JAVA_HOME /usr/java7_64/jre/
=$PATH /usr/java7_64/jre/bin
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5.
6.
7.
8.
9.
10.
11.
12.13.
14.
1.
2.
3.
4.
5.
In the lower-right corner of the Welcome page, click .ext
Review the license agreement, click , and then click .agree to the terms of license agreement Next
On the Patch contents page, review what is included in the patch, and then click .ext
On the BMC Remedy AR System User Inputs page, review the AR System server values, and then click .ext
The Installation Preview page lists the components to which the patch will be applied. Review the list, and
then click .nstallWhen the patch installation is finished and the Installation Summary page appears, click to reviewiew Log
the SEVERE error messages or warnings in the product installer log.
Determine whether any errors were caused by network, host, or other environment-related issues.
The installation log is located in the folder of your computer. For example:TEMP%
(BMC Remedy ITSM Suite)
C:\Users\Administrator\AppData\Local\Temp\bmcremedyitsmsuite_install_log.txt
(BMC Service Request Management)C:\Users\Administrator\AppData\Local\Temp\
_install_log.txtmcservicerequestmanagement
Close the log when you finish.
Click to exit the patch installer.oneEnable escalations, if you disabled them at the start of the procedure.
Use the Maintenance Tool to verify installation by Reviewing the patches that are installed on your
.computer
Back to top
Installing the patch on a server group
To install the patch on a server group, perform the following steps:
Recommendation
BMC recommends, for efficiency of installation, that you install the BMC Remedy AR System patch, the
BMC Remedy IT Service Management Suite patch, the BMC Service Request Management patch, and the
BMC Atrium Core hotfix together, before moving on to the next server.
For more information, refer to the .BMC Remedy AR System patch documentation
Shut down all of the non-administrator servers in the server group.
Disable the administrator server on the load balancer.
Remove the administrator server from the server group.
On the administrator server, perform the steps that are described in Removing a server from a server group
.
Disable escalations on the administrator server, by following the instructions that are provided in Disabling
.escalations
Install the patch on the administrator server by following the instructions that are provided in Installing the
.patch and reviewing the results
https://docs.bmc.com/docs/display/ars81/Patch+2+for+version+8.1.00%3A+8.1.00.002https://docs.bmc.com/docs/display/ars81/Patch+2+for+version+8.1.00%3A+8.1.00.0027/24/2019 BMC Service Request Management 8.1.01 SpacePDF
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6.
7.
8.
9.a.
b.
c.
1.
2.
3.
4.
Enable escalations on the administrator server by reversing the steps that you performed in Disabling
.escalations
Add the administrator server back to the server group, by reversing the steps that you performed in
.Removing a server from a server group
Restart the administrator server and enable it on the load balancer.
On each of the non-administrator servers, perform the following steps:Start the BMC Remedy AR System service.
Install the patch by following the instructions that are provided in Installing the patch and reviewing
the results
Enable the server on the load balancer.
Back to top
Disabling escalations
To disable escalations, perform the following steps:
Open the BMC Remedy AR System Administration Console.
Open .erver Information
Click the tab.onfiguration
Select .isable Escalations
(Click the image to expand it.)
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5.
1.
2.
3.
4.
5.
6.
Click , and then .pply OK
Back to top
Removing a server from a server group
To remove a server from the server group, perform the following steps:
Open the BMC Remedy AR System Administration Console.
Open .erver Information
Click the tab.onfiguration
Deselect the option that appears at the bottom of the window.erver Group Member
Click , and then .pply OK
Restart the server.
Back to top
Applying the Data Management hotfix
If you use the Data Management feature of BMC Remedy IT Service Management, you must apply the BMC
Atrium Core hotfix that is shipped with the BMC Remedy AR System 8.1 Patch 002 installer. You do not need to
follow a particular installation sequence for applying the hotfix.
Note
The hotfix is applied automatically.ot
When you extract the BMC Remedy AR System 8.1 Patch 2 installer, a file that contains the hotfix iszipcreated in the directory. To apply the hot fix, extract the file, and follow theDisk1\utilities .zip
instructions that are provided in the file.eadme.txt
Additionally, the information that is provided in this topic supersedes the information that is provided on
the screen of the patch installer.Patch Content
Important
The following update supersedes the instructions that are provided in the file:eadme.txt
The filter will be created when you install Patch 2.CT:DMV:CreateDefaultCompanyAssoc_forVersion
You cannot back up this filter, because it does not exist in the base version (8.1.00) of the product.
This hotfix resolves the following issues:
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Defect ID Description
SW00451260 The following error message us displayed during the Validation step you use the Data Management Tool to load Site data from the
file:ocation.xlsx
ARERR 371: You cannot change the value of the Submitter field -- the 'submitter mode' of the system is
configured to be locked: Submitter
SW00452997 When you use the Data Management Tool to load data from the file, the Product Catalog does not associateroduct_Catalog.xlsx
Model and Version data with Company data. You cannot see these records in the Product Catalog console.
Back to top
Reviewing the patches that are installed on your computer
To review all the patches installed on your computer, perform the following steps.current
Open the Maintenance Tool, which is located in the folder in each of the installation directories fortilities
BMC Remedy ITSM Suite, BMC Knowledge Management, and BMC Service Request Management. Forexample:
C:\Program Files\BMC Software\BMCRemedyITSMSuite\Utilities
C:\Program Files\BMC Software\BMCServiceRequestManagement\Utilities
Click .rowse to Log
Scroll through the pane to find the file for the productavigation InstalledConfiguration.xml
patch that you installed. For example:
C:\Program Files\BMC
Software\BMCRemedyITSMSuite\BMCRemedyITSMSuiteInstalledConfiguration.xml
C:\Program Files\BMC
Software\BMCServiceRequestManagement\BMCServiceRequestManagementInstalledConfiguration.xm
Double-click the file to open it in the Maintenance Tool.
Click the tab.roduct Feature Map
Under , review the patches installed on your computer (for example, ).pdates Patch 001
(Click the image to expand it.)
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1.
2.
3.
Back to top
Performing a silent installation
Perform the following steps to perform a silent installation of the patch.
Use the Maintenance Tool to .create an encrypted password
Create a text file called and add the following options that correspond to user inputs.ptions.txt
-J BMC_AR_USER=
-J BMC_AR_PASSWORD=
-J BMC_AR_PORT=
-J BMC_AR_SERVER_NAME=
For example:
-J BMC_AR_USER=Demo
-J BMC_AR_PASSWORD=DES\:51208e44b3bc2f3808839e457d4e2050
-J BMC_AR_PORT=0
-J BMC_AR_SERVER_NAME=vw-sjc-aus-idd04
Open a command window and navigate to the folder.isk 1
https://docs.bmc.com/docs/display/ars81/Encrypting+passwords+for+silent+installationshttps://docs.bmc.com/docs/display/ars81/Encrypting+passwords+for+silent+installations7/24/2019 BMC Service Request Management 8.1.01 SpacePDF
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4.
5.
6.
1.
2.
3.
Run the installer with the option. You must use an absolute path to the file.-i silent Options.txt
(Windows)setup.cmd -i silent -DOPTIONS_FILE= \Options.txt
(UNIX) setup.sh -i silent -DOPTIONS_FILE= /Options.txt
Use the Maintenance Tool to .review the patch information
Re-enable escalations after you finish installing the patch.
Back to top
Reconciling your customizations
For information about reconciling your customizations, see Comparing objects after you upgraded with overlays
. Ensure that you perform the required reconciliation after an upgrade with overlays alreadyalready present
present.
If you use the object modification log, see for information about obtaining a list ofObject modification log
modified objects after you apply the hotfixes. Alternatively, if objects are modified by the patch, a Bill of Materials
file ( ) is available to identify the affected objects.illofMaterials.txt
If you have not yet installed the patch, extract the installation files to a temporary destination, and then navigate
to the sub-directory. Extract theDisk1\files , which creates thefcfacc3aa57.zip file inillofMaterials.txt the
directory.81patches\patch002
Alternatively, after installing the patch, you can find the file in theillofMaterials.txt
directory.81patches\patch002
Back to top
Comparing objects after you upgraded with overlays already presentWhen you upgrade with overlays, you might have three objects to compare:
The new base object that is installed
The previous version's base object that was installed in the previous release
Your customized object (your overlay) from the previous release
You must determine how you want to compare the objects. You might perform a comparison as follows:
Compare the new base object with the previous version's base object to understand what BMC changed.
This helps you identify changes that BMC has made to its application in the upgrade.
Compare your customized object (your overlay) to the previous version's base object to understand what
changes you made to the object. This helps you identify the changes that you made in your overlay.
Compare your customized object (your overlay) with the new base object.
Then, you can determine whether you need to keep your customized object or if you can use the new base
object.
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To see if there are differences between two sets of objects, use BMC Remedy Migrator. To examine the different
objects so that you can understand whether to merge changes, use BMC Remedy Developer Studio.
To obtain a list of all of the overlay objects that were modified in the latest release, obtain the Snapshot utility (a
Developer Studio plug-in). This unsupported utility is available on the BMC Developer Network (
).https://communities.bmc.com/communities/community/bmcdn Back to top
Related topics
BMC Remedy AR System patch documentation
Known and corrected issues
4.3.3 Patch 1 for version 8.1.00: 8.1.00.001
For information about issues that have been resolved in this patch, see .Known and corrected issues
The patch installer automatically determines which modules are already installed on the target computer and
then applies the patches to those modules. For example, if you run the BMC Remedy ITSM Suite patchonly
installer on a computer on which you have installed only BMC Change Management, only the fixes relevant to
BMC Change Management are applied.
Note
You must have version 8.1.00 installed before you can apply this patch. Separate patch installers are
available for BMC Remedy AR System, BMC Remedy ITSM Suite, and BMC Service Request Management.
Refer to the for information about applying the BMCBMC Remedy AR System patch documentation
Remedy AR System patch.
The following sections provide information about installing the patches for BMC Remedy ITSM Suite and BMC
Service Request Management:
Installing the patch and reviewing the results
Installing the patch on a server group
Disabling escalations
Removing a server from a server group
Applying the Data Management hotfixReviewing the patches that are installed on your computer
Performing a silent installation
Reconciling your customizations
Comparing objects after you upgraded with overlays already present
Related topic
https://communities.bmc.com/communities/community/bmcdnhttps://docs.bmc.com/docs/display/ars81/Patch+2+for+version+8.1.00%3A+8.1.00.002https://docs.bmc.com/docs/display/ars81/Patch+1+for+version+8.1.00%3A+8.1.00.001https://docs.bmc.com/docs/display/ars81/Patch+1+for+version+8.1.00%3A+8.1.00.001https://docs.bmc.com/docs/display/ars81/Patch+2+for+version+8.1.00%3A+8.1.00.002https://communities.bmc.com/communities/community/bmcdn7/24/2019 BMC Service Request Management 8.1.01 SpacePDF
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1.
2.
3.
4.
5.
6.
Before you begin
The patch installer does not use the Install Anywhere Framework and is not affected by the
system variable. If the default directory has insufficient space, increase theIATEMPDIR %TEMP%
available space or change its location.
Ensure that all objects, such as forms and workflows, have been released before you apply the
patch.
Installing the patch and reviewing the results
Note
If you have not already done so, disable escalations on the BMC Remedy AR System Server, by following
the instructions that are provided in .Disabling escalations
Download the patch installer from the BMC Electronic Product Distribution (EPD) site, or navigate to the
installation directory on the CD.
Unzip the installer.
Navigate to the folder.isk 1
Start the installer:
Run .(Microsoft Windows) setup.cmd
Log on as and run .(UNIX) root setup.sh
Note
You might receive the error message, if you have notCannot find a JAVA_HOME
configured the location as an environment variable. You must also update theJAVA_HOME
environment variable.PATH
For example:
On Windows
=JAVA_HOME C:\Program Files\Java\jre6
=PATH C:\Program Files\Java\jre6\bin
On UNIX
=$JAVA_HOME /usr/java7_64/jre/
=$PATH /usr/java7_64/jre/bin
In the lower-right corner of the Welcome page, click .ext
Review the license agreement, click , and then click .agree to the terms of license agreement Next
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7.
8.
9.
10.
11.
12.
13.
14.
1.
2.
3.
4.
5.
6.
On the Patch contents page, review what is included in the patch, and then click .ext
On the BMC Remedy AR System User Inputs page, review the AR System server values, and then click .ext
The Installation Preview page lists the components to which the patch will be applied. Review the list, and
then click .nstall
When the patch installation is finished and the Installation Summary page appears, click to reviewiew Log
the SEVERE error messages or warnings in the product installer log.Determine whether any errors were caused by network, host, or other environment-related issues.
The installation log is located in the folder of your computer. For example:TEMP%
(BMC Remedy ITSM Suite)
C:\Users\Administrator\AppData\Local\Temp\bmcremedyitsmsuite_install_log.txt
(BMC Service Request Management)C:\Users\Administrator\AppData\Local\Temp\
_install_log.txtmcservicerequestmanagement
Close the log when you finish.
Click to exit the patch installer.one
Enable escalations, if you disabled them at the start of the procedure.
Use the Maintenance Tool to verify installation by Reviewing the patches that are installed on your.computer
Back to top
Installing the patch on a server group
To install the patch on a server group, perform the following steps:
Recommendation
BMC recommends, for efficiency of installation, that you install the BMC Remedy AR System patch, the
BMC Remedy IT Service Management Suite patch, the BMC Service Request Management patch, and the
BMC Atrium Core hotfix together, before moving on to the next server.
For more information, refer to the .BMC Remedy AR System patch documentation
Shut down all of the non-administrator servers in the server group.
Disable the administrator server on the load balancer.
Remove the administrator server from the server group.
On the administrator server, perform the steps that are described in Removing a server from a server group
.
Disable escalations on the administrator server, by following the instructions that are provided in Disabling
.escalations
Install the patch on the administrator server by following the instructions that are provided in Installing the
.patch and reviewing the results
Enable escalations on the administrator server by reversing the steps that you performed in Disabling
.escalations
https://docs.bmc.com/docs/display/ars81/Patch+1+for+version+8.1.00%3A+8.1.00.001https://docs.bmc.com/docs/display/ars81/Patch+1+for+version+8.1.00%3A+8.1.00.0017/24/2019 BMC Service Request Management 8.1.01 SpacePDF
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7.
8.
9.
a.
b.
c.
1.
2.3.
4.
5.
Add the administrator server back to the server group, by reversing the steps that you performed in
.Removing a server from a server group
Restart the administrator server and enable it on the load balancer.
On each of the non-administrator servers, perform the following steps:
Start the BMC Remedy AR System service.
Install the patch by following the instructions that are provided in Installing the patch and reviewingthe results
Enable the server on the load balancer.
Back to top
Disabling escalations
To disable escalations, perform the following steps:
Open the BMC Remedy AR System Administration Console.
Open .erver InformationClick the tab.onfiguration
Select .isable Escalations
(Click the image to expand it.)
Click , and then .pply OK
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1.
2.
3.
4.
5.
6.
Back to top
Removing a server from a server group
To remove a server from the server group, perform the following steps:
Open the BMC Remedy AR System Administration Console.
Open .erver Information
Click the tab.onfiguration
Deselect the option that appears at the bottom of the window.erver Group Member
Click , and then .pply OK
Restart the server.
Back to top
Applying the Data Management hotfix
If you use the Data Management feature of BMC Remedy IT Service Management, you must apply the BMC
Atrium Core hotfix that is shipped with the BMC Remedy AR System 8.1 Patch 001 installer. You do not need to
follow a particular installation sequence for applying the hotfix.
Note
The hotfix is applied automatically.ot
When you extract the BMC Remedy AR System 8.1 Patch 001 installer, a file that contains the hotfixzip
is created in the directory. To apply the hot fix, extract the file, and follow theDisk1\utilities .zip
instructions that are provided in the file.eadme.txt
Additionally, the information that is provided in this topic supersedes the information that is provided on
the screen of the patch installer.Patch Content
Important
The following update supersedes the instructions that are provided in the file:eadme.txt
The filter is newly introduced in Patch 001. YouCT:DMV:CreateDefaultCompanyAssoc_forVersion
cannot back up this filter, because it does not exist in the base version (8.1.00) of the product.
This hotfix resolves the following issues:
Defect ID Description
SW00451260
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Defect ID Description
The following error message us displayed during the Validation step you use the Data Management Tool to load Site data from the
file:ocation.xlsx
ARERR 371: You cannot change the value of the Submitter field -- the 'submitter mode' of the system is
configured to be locked: Submitter
SW00452997 When you use the Data Management Tool to load data from the file, the Product Catalog does not associateroduct_Catalog.xlsx
Model and Version data with Company data. You cannot see these records in the Product Catalog console.
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Reviewing the patches that are installed on your computer
To review all the patches installed on your computer, perform the following steps.current
Open the Maintenance Tool, which is located in the folder in each of the installation directories fortilities
BMC Remedy ITSM Suite, BMC Knowledge Management, and BMC Service Request Management. For
example:
C:\Program Files\BMC Software\BMCRemedyITSMSuite\Utilities
C:\Program Files\BMC Software\BMCServiceRequestManagement\Utilities
Click .rowse to Log
Scroll through the pane to find the file for the productavigation InstalledConfiguration.xml
patch that you installed. For example:
C:\Program Files\BMC
Software\BMCRemedyITSMSuite\BMCRemedyITSMSuiteInstalledConfiguration.xml
C:\Program Files\BMC
Software\BMCServiceRequestManagement\BMCServiceRequestManagementInstalledConfiguration.xm
Double-click the file to open it in the Maintenance Tool.Click the tab.roduct Feature Map
Under , review the patches installed on your computer (for example, ).pdates Patch 001
(Click the image to expand it.)
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Performing a silent installation
Perform the following steps to perform a silent installation of the patch.
Use the Maintenance Tool to .create an encrypted password
Create a text file called and add the following options that correspond to user inputs.ptions.txt
-J BMC_AR_USER=
-J BMC_AR_PASSWORD=
-J BMC_AR_PORT=
-J BMC_AR_SERVER_NAME=
For example:
-J BMC_AR_USER=Demo
-J BMC_AR_PASSWORD=DES\:51208e44b3bc2f3808839e457d4e2050
-J BMC_AR_PORT=0
-J BMC_AR_SERVER_NAME=vw-sjc-aus-idd04
Open a command window and navigate to the folder.isk 1
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Run the installer with the option. You must use an absolute path to the file.-i silent Options.txt
(Windows)setup.cmd -i silent -DOPTIONS_FILE= \Options.txt
(UNIX) setup.sh -i silent -DOPTIONS_FILE= /Options.txt
Use the Maintenance Tool to .review the patch information
Re-enable escalations after you finish installing the patch.
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Reconciling your customizations
For information about reconciling your customizations, see Comparing objects after you upgraded with overlays
. Ensure that you perform the required reconciliation after an upgrade with overlays alreadyalready present
present.
If you use the object modification log, see for information about obtaining a list ofObject modification log
modified objects after you apply the hotfixes. Alternatively, if objects are modified by the patch, a Bill of Materials
file ( ) is available to identify the affected objects.illofMaterials.txt
If you have not yet installed the patch, extract the installation files to a temporary destination, and then navigate
to the sub-directory. Extract theDisk1\files , which creates thefcfacc3aa57.zip file inillofMaterials.txt the
directory.81patches\patch001
Alternatively, after installing the patch, you can find the file in theillofMaterials.txt
directory.81patches\patch001
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Comparing objects after you upgraded with overlays already presentWhen you upgrade with overlays, you might have three objects to compare:
The new base object that is installed
The previous version's base object that was installed in the previous release
Your customized object (your overlay) from the previous release
You must determine how you want to compare the objects. You might perform a comparison as follows:
Compare the new base object with the previous version's base object to understand what BMC changed.
This helps you identify changes that BMC has made to its application in the upgrade.
Compare your customized object (your overlay) to the previous version's base object to understand what
changes you made to the object. This helps you identify the changes that you made in your overlay.
Compare your customized object (your overlay) with the new base object.
Then, you can determine whether you need to keep your customized object or if you can use the new base
object.
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To see if there are differences between two sets of objects, use BMC Remedy Migrator. To examine the different
objects so that you can understand whether to merge changes, use BMC Remedy Developer Studio.
To obtain a list of all of the overlay objects that were modified in the latest release, obtain the Snapshot utility (a
Developer Studio plug-in). This unsupported utility is available on the BMC Developer Network (
).https://communities.bmc.com/communities/community/bmcdn Back to top
4.4 Version 8.1.00The BMC Service Request Management product has been enhanced with the following new features and
changes:
Simplified installation
Update to the multi-tenancy model
Improved user experience
Documentation updates
Integrations
On Behalf Of license requirement for SRDs using an AIF
Email-based approvals
Auto-approval chain for service requests
Updates to the UI
4.4.1 Simplified installation
Installation of BMC Service Request Management has been greatly simplified:
To reduce manual user inputs, the number of panels in the installer has been reduced. Information from
the AR System server is intelligently leveraged by the installer to simplify installation.
Related inputs are consolidated into single panels.
The Installation Preview panel is easier to read.
Most of the application configuration has been removed from the installer. The following configuration
modules were removed from the installer, but the following table provides links to configuration
instructions:
Configuration module removed from installer Where documented
BMC Atrium Service Context Configuring BMC Atrium Service Context for BMC Service Request Management
Object modification logging Using the object modification log
Crystal Reports Showing or hiding Crystal Reports
Identity Request Management adapter information Configuring Identity Request Management adapter information
For additional instructions on configuring BMC Service Request Management, go to .Configuring after installation
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4.4.2 Update to the multi-tenancy model
The update to the multi-tenancy model addresses issues related to row level security on the Company ID field
(Field ID 112) and Vendor Assignee field (Field ID 60900), which were inaccurately set on the following forms:
Main application transactional forms, for example, Help Desk, Problem, and Change
Multi-tenant aware child forms of the main application transactional forms, for example, Assignment Log
and Impacted Areas
Join forms related to the forms mentioned in the preceding two bullets, for example,
HPD:HelpDeskAssignmentLogJoin and CHG:CostAssociationJoin
The multi-tenancy update also updates data related to the updated forms.
If this is a first time installation of the BMC Remedy IT Service Management Suite, the update happens during the
installation and is transparent to you.
If you are upgrading from an earlier version of the BMC Remedy IT Service Management Suite, the multi-tenancy
update is handled by an interactive utility that is integrated with the upgrade installer. For information about
installing the multi-tenancy model update during an upgrade, see .Update to the multi-tenancy model
4.4.3 Improved user experience
Numerous updates have been made throughout BMC IT Service Management Suite to promote easier navigation
and to improve the user experience. Key UI changes that affect common areas of the BMC ITSM Suite include:
Improved user experience
Reduced administrative effort
Support for IPV6 networks
Application menu simplification
The Application flyout menu on the IT Home page has been simplified by removing duplicate access points to
applications and utilities.
Overview console table can be sorted
When you sort the Overview console by clicking the column headers, the rows in the Overview console are no
longer grouped first by request type. Instead, it is grouped first by the header on which you clicked. This is now
consistent with the behavior of other tables in the BMC Remedy IT Service Management Suite.
Add columns to the Overview console
You can now add columns to, or "extend" the Overview console. For instructions about how to do this, see:
.Extending the Overview console
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4.4.4 Documentation updates
The BMC Remedy IT Service Management Suite 8.1.00 documentation portal includes end-to-end paths for new
installation and upgrade. These paths are designed to lead you from-start-to-finish through a specific path.
Installing the BMC Remedy ITSM Suite
Installing BMC Remedy IT Service Management in a server group
Upgrading with overlays already present
Upgrading without overlays already present
Migrating delta data after an upgrade
Note
The update to the multi-tenancy model is not supported if BMC Service Request Management is
installed by itself as a stand-alone product, or if BMC Service Request Management is installed on amixed-version stack.
For more information, see .Installing and upgrading on a mixed-version stack
4.4.5 Integrations
Service requests created by web services or custom are now subject to On Behalf Of (OBO)integration methods
rules. In earlier versions of BMC Service Request Management, OBO rules were applied only to requests
submitted through the Request Entry console. For example, you configured OBO rules so that managers could
open the Request Entry console and submit requests on behalf of employees.
In version 8.1, every s