BMC Service Request Management 8.1.01 SpacePDF

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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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BMC Service Request Management 8.1.01 Page of2 745

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
https://docs.bmc.com/docs/display/itsm81/Homehttps://docs.bmc.com/docs/display/itsm81/Home


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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-SLMHotfix


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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+8.1.01


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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-SLMDefect


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Related topics


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+8.1.00.002


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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.


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


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


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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


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


To remove a server from the server group, perform the following steps:




Deselect the option that appears at the bottom of the window.erver Group Member


Restart the server.

Back to top


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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1.

2.

3.

4.

5.

6.

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


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


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



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1.

2.

3.

Back to top


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+installations


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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


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


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


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:





Applying the Data Management hotfixReviewing the patches that are installed on your computer



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/bmcdn


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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.


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


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


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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


To disable escalations, perform the following steps:


Open .erver InformationClick the tab.onfiguration

Select .isable Escalations




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1.

2.

3.

4.

5.

6.

Back to top


To remove a server from the server group, perform the following steps:




Deselect the option that appears at the bottom of the window.erver Group Member


Restart the server.

Back to top


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:


SW00451260


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1.

2.

3.

4.5.

6.


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


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:


Software\BMCRemedyITSMSuite\BMCRemedyITSMSuiteInstalledConfiguration.xml


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



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1.

2.

3.

Back to top


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+installations


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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


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


Alternatively, after installing the patch, you can find the file in theillofMaterials.txt


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.
https://docs.bmc.com/docs/display/ars81/Object+modification+loghttps://docs.bmc.com/docs/display/ars81/Object+modification+log


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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
https://communities.bmc.com/communities/community/bmcdnhttps://docs.bmc.com/docs/display/ars81/Using+the+object+modification+loghttps://docs.bmc.com/docs/display/ars81/Using+the+object+modification+loghttps://communities.bmc.com/communities/community/bmcdn


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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
https://docs.bmc.com/docs/display/itsm81/Update+to+the+multi-tenancy+modelhttps://docs.bmc.com/docs/display/itsm81/Extending+the+Overview+consolehttps://docs.bmc.com/docs/display/itsm81/Extending+the+Overview+consolehttps://docs.bmc.com/docs/display/itsm81/Update+to+the+multi-tenancy+model


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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

BMC Service Request Management 8.1.01 SpacePDF

Documents

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