Its M 81042913

BMC Software Confidential. BladeLogic Confidential.
1
BMC Remedy ITSM Suite 8.1.00
BMC Software Confidential. BladeLogic Confidential. 2
Copyright 1991 - 2013 BMC Software, Inc.
Copyright 1991 - 2013 BladeLogic, Inc.
BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered
with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All
other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other
countries. All other trademarks or registered trademarks are the property of their respective owners.
BladeLogic and the BladeLogic logo are the exclusive properties of BladeLogic, Inc. The BladeLogic trademark is
registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other
countries. All other BladeLogic trademarks, service marks, and logos may be registered or pending registration in
the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective
owners.
AIX, DB2, DB2 Universal Database, ClearCase, Informix, and IBM are trademarks or registered trademarks of
International Business Machines Corporation in the United States, other countries, or both.
IT Infrastructure Library is a registered trade mark of the Cabinet Office.
ITIL is a registered trade mark of the Cabinet Office.
Linux is the registered trademark of Linus Torvalds.
Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their
respective owners.
SAP BusinessObjects, Crystal Reports, and SAP are trademarks or registered trademarks of SAP AG in Germany
and in several other countries.
UNIX is the registered trademark of The Open Group in the US and other countries.
The information included in this documentation is the proprietary and confidential information of BMC Software, Inc.,
its affiliates, or licensors. Your use of this information is subject to the terms and conditions of the applicable End
User License agreement for the product and to the proprietary and restricted rights notices included in the product
documentation.
Restricted rights legend
U.S. Government Restricted Rights to Computer Software. UNPUBLISHEDRIGHTS RESERVED UNDER THE
COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software
by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227-14, DFARS
252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS 252.227-7025, as amended from time to
time. Contractor/Manufacturer is BMC SOFTWARE INC, 2101 CITYWEST BLVD, HOUSTON TX 77042-2827, USA.
Any contract notices should be sent to this address.
BMC Software Inc.
2101 CityWest Blvd, Houston TX 77042-2827, USA
713 918 8800
Customer Support: 800 537 1813 or contact your local support center
1. Home . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
1.1 What's new . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
1.1.1 Version 8.1.00 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
1.1.1.1 Enhancements in version 8.1.00 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
1.1.1.1.1 Enhancements common to BMC Remedy ITSM Suite applications . . . . . . . . . . . . . . 22
1.1.1.1.2 Enhancements to BMC Asset Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
1.1.1.1.3 Enhancements to BMC Change Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
1.1.1.1.4 Enhancements to BMC Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
1.1.1.1.5 Enhancements to BMC Service Request Management . . . . . . . . . . . . . . . . . . . . . . . 30
1.1.1.1.6 Enhancements to BMC Knowledge Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
1.1.1.1.7 Enhancements to BMC Service Level Management . . . . . . . . . . . . . . . . . . . . . . . . . . 36
1.1.1.1.8 Enhancements to BMC Remedy ITSM Process Designer . . . . . . . . . . . . . . . . . . . . . 39
1.1.1.1.9 Enhancements to the BMC Remedy ITSM Suite Preconfigured Stack installer . . . . . 39
1.1.1.1.10 Enhancements to BMC Remedy AR System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
1.1.1.1.11 Enhancements to BMC Atrium Core . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
1.1.1.2 Corrected issues in version 8.1.00 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
1.1.1.2.1 Corrected issues in BMC Change Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
1.1.1.2.2 Corrected issues in BMC Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
1.1.1.2.3 Corrected issues in BMC Service Request Management . . . . . . . . . . . . . . . . . . . . . . 45
1.1.1.2.4 Corrected issues in BMC Remedy ITSM Process Designer . . . . . . . . . . . . . . . . . . . . 47
1.1.1.2.5 Corrected issues in BMC Atrium Core . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
1.1.1.2.6 Corrected issues in BMC Remedy AR System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
1.2 Updates to this documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
1.3 Frequently asked questions (FAQ) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
1.4 Key concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
1.4.1 Hub and Spoke capability overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
1.4.2 Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
1.4.2.1 BMC Remedy ITSM Process Designer architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
1.4.2.2 Categorization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
1.4.2.3 Organization of modules, applications, and subsystems . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
1.4.2.4 Deployable application structure model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
1.4.2.5 Assignment architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
1.4.2.6 Notification Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
1.4.2.7 Command Automation Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
1.4.2.7.1 CAI plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
1.4.2.7.2 Phases of use with TMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
1.4.2.8 Requester console architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
1.4.2.9 Foundation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
1.4.2.10 Changes to the BMC Atrium CMDB for BMC Remedy ITSM . . . . . . . . . . . . . . . . . . . . . . . 71
1.4.2.10.1 Finding whether and where fields are used in the system . . . . . . . . . . . . . . . . . . . . . 72
1.4.2.11 Join architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
1.4.3 User roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
1.4.3.1 Application administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
1.4.3.2 Change Management user roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
1.4.3.3 Data Management user roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
1.4.3.4 Knowledge Management user role . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
1.4.3.5 Service Asset Lifecycle user roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
1.4.3.6 Service Desk user roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
1.4.3.6.1 Incident management user roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
1.4.3.6.2 Problem management user roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
1.4.3.7 Service Level Management user roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
1.4.3.8 Service Request Management user roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
1.4.3.9 Process Designer user roles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
1.4.4 Products in the suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
1.4.5 Business Service Management (BSM) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
1.4.6 Service Desk Optimization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
1.4.6.1 Maturity model for Service Desk Optimization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
1.4.6.2 Service Desk Optimization use case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
1.4.7 Service Catalog and Request Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
1.4.7.1 Maturity model for Service Catalog and Request Management . . . . . . . . . . . . . . . . . . . . . . 99
1.4.7.2 Service Catalog and Request Management use case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
1.4.8 Calbro Services company example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
1.4.9 BMC Service Management Process Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
1.4.9.1 Understanding the graphical elements of BMC Service Management Process Model . . . . 108
1.4.10 Foundation objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
1.4.10.1 Company . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
1.4.10.1.1 Company types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
1.4.10.1.2 Multi-tenancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
1.4.10.2 People . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
1.4.10.3 Organization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
1.4.10.4 Support groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
1.4.11 Service Asset Lifecycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
1.4.11.1 Maturity model for Service Asset Lifecycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
1.4.11.2 Service Asset Lifecycle use case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
1.4.12 Comprehensive Change and Release Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
1.4.12.1 Maturity model for Comprehensive Change and Release Management . . . . . . . . . . . . . . 121
1.4.12.2 Change Lifecycle Automation use case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
1.4.12.3 Release Lifecycle Automation use case . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
1.4.12.4 Change Management for Virtual and Cloud Environments use case . . . . . . . . . . . . . . . . 127
1.4.13 Business value . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
1.4.14 ITIL and BMC Remedy ITSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
1.4.15 Value of knowledge base search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
1.4.16 BMC Remedy ITSM Process Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
1.4.16.1 Process templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
1.4.16.2 Process Tracker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
1.4.16.3 Process wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
1.5 Planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
1.5.1 Security . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
1.5.2 User permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
1.5.2.1 Permission groups and application access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
1.5.2.1.1 Permission groups hierarchy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
1.5.2.1.2 AR System permission groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
1.5.2.1.3 Foundation module permission groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
1.5.2.1.4 Asset Management permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155
1.5.2.1.5 Change Management permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178
1.5.2.1.6 Problem Management permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
1.5.2.1.7 Incident Management permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
1.5.2.1.8 Service Request Management permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 198
1.5.2.1.9 Knowledge Management permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
1.5.2.1.10 Sub-component permission groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
1.5.2.1.11 How roles map to permission groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
1.5.2.2 Support groups and data access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
1.5.2.3 Functional roles and extended application access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 226
1.5.3 Deployment architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
1.5.3.1 Component overview and integration diagrams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 229
1.5.3.2 Sizing and deployment - prototype . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 232
1.5.3.2.1 Sizing and deployment considerations - prototype . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
1.5.3.2.2 Sizing baselines - prototype . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 240
1.5.3.2.3 Sizing diagrams - prototype . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
1.5.3.3 Sizing and deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
1.5.3.3.1 Sizing and deployment considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248
1.5.3.3.2 Sizing baselines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 256
1.5.3.3.3 Sizing diagrams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
1.5.3.4 High availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 263
1.5.3.5 Disaster recovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
1.5.3.6 Deployment examples . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
1.5.3.7 BMC Remedy ITSM Process Designer 8.3.03 deployment example . . . . . . . . . . . . . . . . . . 269
1.5.3.8 Secure deployment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
1.5.3.8.1 Firewall considerations - prototype . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 272
1.5.3.8.2 Firewall considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
1.5.3.8.3 Port information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
1.5.3.9 Network information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
1.5.3.10 Performance benchmarks - prototype . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
1.5.3.11 Performance benchmarks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
1.5.4 Planning to upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285
1.5.5 System requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
1.5.5.1 Installation disk space requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
1.5.5.2 Hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
1.5.6 License entitlements for BMC Remedy IT Service Management . . . . . . . . . . . . . . . . . . . . . . . . . 291
1.5.6.1 BMC Atrium entitlements for BMC Remedy IT Service Management Suite . . . . . . . . . . . . 292
1.5.6.1.1 BMC Analytics for BSM license for BusinessObjects . . . . . . . . . . . . . . . . . . . . . . . . . 292
1.5.6.1.2 BMC Atrium CMDB licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
1.5.6.1.3 BMC Atrium Shared Components licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
1.5.6.2 BMC Remedy IT Service Management Suite - Base License . . . . . . . . . . . . . . . . . . . . . . . 294
1.5.7 BSM environment recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
1.5.8 Language information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.9 Architecture and performance optimization - recommended approach - ITSM 8.1 . . . . . . . . . . .
1.5.10 Optimizing performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.5.10.1 Configuring performance enhancements for Data Management . . . . . . . . . . . . . . . . . . . .
1.5.10.2 Performance benchmarks for Data Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6 Installing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1 Preparing for installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.1 Installation process overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.2 Reviewing the compatibility matrix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.3 Reviewing the AR System requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.3.1 AR System hardware requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.3.2 AR System software requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.3.3 32-bit and 64-bit requirements for your OS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.3.4 Additional Atrium Core requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.4 Downloading the BMC Remedy IT Service Management Suite installation files . . . . . . . . .
1.6.1.5 Downloading service packs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.6 Preparing your database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.6.1 Preparing to install on a Unicode database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.6.2 Configuring Microsoft SQL Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.6.3 Configuring Oracle databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.6.4 Configuring IBM DB2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.6.5 Configuring Sybase databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.6.6 Configuring databases that are not configured to extend automatically . . . . . . . . . . .
1.6.1.7 Obtaining BMC Remedy license keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.7.1 Activating application licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.8 Completing the planning spreadsheet . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.9 Preparing your environment to install . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.9.1 Preparing your system to install the BMC Remedy AR System server and database
1.6.1.9.2 Preparing the AR System server to install BMC Atrium Core and other BMC applications
1.6.1.9.3 Preparing an application for installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.9.4 Preparing the Windows environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.9.5 Preparing a UNIX environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.9.6 Configuring web services for integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.9.7 Temporarily deactivating BMC Remedy Encryption Security . . . . . . . . . . . . . . . . . . .
1.6.1.9.8 Installing Crystal Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.9.9 BMC Remedy Pre-Checker Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.6.1.9.10 Preparing to use the AZ Compression utility (for BMC Service Request Management) .
318
1.6.2 Installing the BMC Remedy ITSM Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319
1.6.2.1 Installing on HP-UX after mounting the installation DVD . . . . . . . . . . . . . . . . . . . . . . . . . . . 320
1.6.2.2 Installing BMC Remedy AR System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320
1.6.2.3 Installing BMC Atrium Core . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324
1.6.2.3.1 Installing BMC Atrium CMDB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325
1.6.2.3.2 Installing Atrium Integrator server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326
1.6.2.3.3 Installing Atrium Integrator clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327
1.6.2.3.4 Installing BMC Atrium Core Web Services components . . . . . . . . . . . . . . . . . . . . . . . 328
1.6.2.4 Installing BMC Remedy IT Service Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
1.6.2.4.1 BMC Remedy ITSM installation messages you can ignore . . . . . . . . . . . . . . . . . . . . . 333
1.6.2.5 Installing BMC Service Request Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334
1.6.2.6 Installing BMC Service Level Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 336
1.6.2.6.1 Installing BMC Service Level Management Collector . . . . . . . . . . . . . . . . . . . . . . . . . 340
1.6.2.6.2 Installing the BMC Service Level Management Collection Point . . . . . . . . . . . . . . . . . 342
1.6.2.7 Installing BMC Service Management Process Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 343
1.6.2.8 Running an installation health check . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
1.6.2.9 Installing BMC Remedy Migrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
1.6.2.10 Installing help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 345
1.6.2.10.1 Installing online help on Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
1.6.2.10.2 Installing online help on UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 346
1.6.2.10.3 Displaying online help correctly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348
1.6.3 Installing the BMC Remedy ITSM Suite Preconfigured Stack . . . . . . . . . . . . . . . . . . . . . . . . . . . 348
1.6.3.1 Applications installed as a part of the BMC Remedy ITSM Suite Preconfigured Stack installer
348
1.6.3.1.1 BMC Remedy ITSM Suite Preconfigured Stack online Help . . . . . . . . . . . . . . . . . . . . 350
1.6.3.2 BMC Remedy ITSM Suite Preconfigured Stack version 8.1.00 known issues . . . . . . . . . . 350
1.6.3.3 Installation process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
1.6.3.3.1 Obtaining the installer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
1.6.3.3.2 Determining the system and hardware and software requirements . . . . . . . . . . . . . . 353
1.6.3.3.3 Determining the operating system and database combination . . . . . . . . . . . . . . . . . . 354
1.6.3.3.4 Preparing to install . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354
1.6.3.3.5 Completing the installation parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356
1.6.3.3.6 Applying the AR Server License Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
1.6.3.3.7 Running the installer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358
1.6.3.3.8 Post installation checks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358
1.6.3.4 License information for BMC Remedy ITSM Suite Preconfigured Stack . . . . . . . . . . . . . . . 358
1.6.4 Installing BMC Remedy IT Service Management in a server group . . . . . . . . . . . . . . . . . . . . . . . 359
1.6.4.1 Installing applications on the primary server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
1.6.4.1.1 Installing the AR System server and Mid Tier in your server group . . . . . . . . . . . . . . . 367
1.6.4.1.2 Testing the mid tier in your server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 370
1.6.4.1.3 Activating application licenses (server groups) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 371
1.6.4.1.4 Installing Atrium Core in a Server Group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
1.6.4.1.5 Installing BMC Remedy ITSM in your server group . . . . . . . . . . . . . . . . . . . . . . . . . . . 384
1.6.4.1.6 Installing BMC Service Request Management in your server group . . . . . . . . . . . . . . 388
1.6.4.1.7 Installing BMC Service Level Management in your server group . . . . . . . . . . . . . . . . 390
1.6.4.2 Configuring the first server to be a server group member . . . . . . . . . . . . . . . . . . . . . . . . . . 393
1.6.4.3 Testing and confirming that the first server is working properly . . . . . . . . . . . . . . . . . . . . . . 395
1.6.4.4 Installing applications on the secondary server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 396
1.6.4.5 Configuring the next server for the server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397
1.6.4.6 Configuring the approval servers in a server group . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 399
1.6.4.7 Testing and confirming that the current server is working properly . . . . . . . . . . . . . . . . . . . 400
1.6.5 Installing silently . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401
1.6.5.1 Creating a silent.txt file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401
1.6.5.2 Example silent installation files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 406
1.6.5.3 Options for the silent .txt file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 412
1.6.5.4 Running the installer in silent mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 414
1.6.5.5 Installing Help using silent mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 414
1.6.5.6 Installing BMC Service Management Process Model in silent mode . . . . . . . . . . . . . . . . . . 417
1.6.6 Installing BMC Remedy ITSM Process Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418
1.6.6.1 Preparing Process Designer for installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 419
1.6.6.2 Installing and running the Process Designer Integration and Configuration Tool (PDICT) . 420
1.6.6.2.1 Installing PDICT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 420
1.6.6.2.2 Running PDICT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 421
1.6.6.3 Reconciling overlaid objects after installing PDICT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 423
1.6.6.4 Creating a Process Designer Server (ARID) user . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 425
1.6.6.5 Creating a Private Queue for the ARID plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426
1.6.6.6 Installing the Process Designer server on Windows . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 427
1.6.6.7 Installing the Process Designer server on Linux or UNIX . . . . . . . . . . . . . . . . . . . . . . . . . . 428
1.6.6.8 Restarting services and flushing the Mid Tier cache . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432
1.6.7 Uninstalling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433
1.6.7.1 Uninstalling BMC Service Level Management components . . . . . . . . . . . . . . . . . . . . . . . . 433
1.6.7.2 Uninstalling the BMC Service Level Management Collection Point . . . . . . . . . . . . . . . . . . . 434
1.6.7.3 Uninstalling the BMC Service Request Management file system . . . . . . . . . . . . . . . . . . . . 434
1.6.7.4 Uninstalling BMC Remedy ITSM Process Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434
1.6.7.4.1 Uninstalling the Process Designer core application and integration to BMC IT Service
Management or BMC Service Request Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
1.6.7.4.2 Uninstalling the Process Designer Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435
1.6.7.4.3 Uninstalling the Process Designer client software . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436
1.6.7.4.4 Uninstalling the Mid Tier data visualization modules . . . . . . . . . . . . . . . . . . . . . . . . . . 436
1.6.7.4.5 Uninstalling Process Designer Integration Tool (PDICT) . . . . . . . . . . . . . . . . . . . . . . . 436
1.7 Configuring after installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436
1.7.1 Configuring BMC Remedy ITSM solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437
1.7.1.1 Completing an upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437
1.7.1.2 Synchronizing people information for BMC Remedy ITSM Suite . . . . . . . . . . . . . . . . . . . . . 438
1.7.1.2.1 Running the Initiate People synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438
1.7.1.2.2 Running the CTMPPLSyncInitiated escalation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 439
1.7.1.2.3 Running the sandbox reconciliation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440
1.7.1.2.4 Running the Initiate CI synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440
1.7.1.2.5 Enabling the AssetPeopleSyncInitiated escalation . . . . . . . . . . . . . . . . . . . . . . . . . . . 441
1.7.1.2.6 Running the sandbox job run synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441
1.7.1.2.7 Verifying the synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 442
1.7.1.2.8 Technical information for people synchronization . . . . . . . . . . . . . . . . . . . . . . . . . . . . 442
1.7.1.3 Enabling localization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 446
1.7.1.4 Using the multi-tenancy mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 446
1.7.1.5 Configuring BMC Remedy AR System server for CAI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 446
1.7.1.6 Generating a private server queue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447
1.7.1.7 Configuring the default web path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447
1.7.1.8 Configuring the CAIPluginRegistry form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447
1.7.1.9 Configuring the Notification Engine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448
1.7.1.10 Changing the time zone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 449
1.7.1.11 Customizing the out-of-the-box survey notification URL . . . . . . . . . . . . . . . . . . . . . . . . . . 449
1.7.1.12 Re-create fields for your customized join forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 449
1.7.1.13 About installing Adobe Flash Player . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450
1.7.1.14 Adding a private queue port number for Software License Management . . . . . . . . . . . . . 450
1.7.1.15 Creating preference records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451
1.7.1.15.1 Creating BMC Remedy AR System user preference records . . . . . . . . . . . . . . . . . . 451
1.7.1.15.2 Creating temporary application user preference records . . . . . . . . . . . . . . . . . . . . . . 452
1.7.1.16 Configuring the appquery plugin for a private RPC server queue . . . . . . . . . . . . . . . . . . . 452
1.7.1.17 Configuring the environment for accessibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 454
1.7.1.17.1 Setting accessibility options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 455
1.7.1.17.2 Software recommendations for using text-to-speech readers . . . . . . . . . . . . . . . . . . 456
1.7.1.17.3 Configuring the JAWS screen reading software . . . . . . . . . . . . . . . . . . . . . . . . . . . . 457
1.7.1.17.4 Configuring accessibility options in Microsoft Windows . . . . . . . . . . . . . . . . . . . . . . . 457
1.7.1.17.5 Section 508 compliance issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 460
1.7.2 Configuring BMC Service Level Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469
1.7.2.1 Changing the application server host and port number in web services filters for the BMC SLM
Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 469
1.7.2.2 Using application servers to support BMC SLM Collector installations . . . . . . . . . . . . . . . . 470
1.7.2.3 Setting up JTS Compiler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 471
1.7.2.4 Rebuilding request-based or availability service target data sources . . . . . . . . . . . . . . . . . 472
1.7.2.5 Configuring BMC SLM dashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 473
1.7.2.6 Creating unique names for BMC SLM service targets and service level agreements . . . . . 474
1.7.2.7 Configuring secure communication from a BMC SLM Collection Point . . . . . . . . . . . . . . . . 474
1.7.2.7.1 Installing security certificates on a BMC SLM Collection Point . . . . . . . . . . . . . . . . . . 475
1.7.2.7.2 Installing security certificates on a BMC SLM Collector . . . . . . . . . . . . . . . . . . . . . . . 476
1.7.2.7.3 Installing BMC SIM and the BMC SIM plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 477
1.7.3 Configuring BMC Service Request Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 479
1.7.3.1 Configuring the Submitter mode for BMC Service Request Management . . . . . . . . . . . . . . 479
1.7.3.2 Updating hard-coded server host name references for BMC Service Request Management . 479
479
1.7.3.3 Configuring CAI for BMC Service Request Management . . . . . . . . . . . . . . . . . . . . . . . . . . 480
1.7.3.3.1 Configuring the CAI integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 480
1.7.3.3.2 Configuring remote integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 481
1.7.3.4 Exporting BMC Service Request Management forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 482
1.7.3.5 Synchronizing people data for BMC Service Request Management . . . . . . . . . . . . . . . . . . 483
1.7.3.6 Configuring the mid tier for BMC Service Request Management . . . . . . . . . . . . . . . . . . . . 483
1.7.3.7 Setting up JBoss to work with BMC Service Request Management . . . . . . . . . . . . . . . . . . 485
1.7.3.8 Configuring BMC Service Request Management for BMC Identity Management Suite . . . 485
1.7.3.8.1 Extracting adapter components for Identity Request Management . . . . . . . . . . . . . . . 485
1.7.3.8.2 Configuring Identity Request Management adapter information . . . . . . . . . . . . . . . . . 487
1.7.3.8.3 Overview of the CONTROL-SA adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 491
1.7.3.8.4 Prerequisites to configure CTSA adapter with Identity Management Suite . . . . . . . . . 491
1.7.3.8.5 Generating keystore for CTSA adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 493
1.7.4 Configuring projects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495
1.7.4.1 Configuring Service Asset Lifecycle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 495
1.7.4.2 Configuring Comprehensive Change and Release Management . . . . . . . . . . . . . . . . . . . . 497
1.7.4.3 Configuring Service Catalog and Request Management . . . . . . . . . . . . . . . . . . . . . . . . . . . 498
1.7.4.4 Configuring Service Desk Optimization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 500
1.7.5 Configuring Foundation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501
1.7.5.1 Main configuration steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501
1.7.5.2 Using the Application Administration Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 501
1.7.5.3 Standard configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 502
1.7.5.4 Custom configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 504
1.7.5.5 Required Foundation configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 506
1.7.5.5.1 Defining an application administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 507
1.7.5.5.2 Opening the Application Administration Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509
1.7.5.5.3 Standard configuration tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 509
1.7.5.6 Optional custom Foundation configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 528
1.7.5.6.1 Configuring system settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 529
1.7.5.6.2 Configuring a system default home page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 532
1.7.5.6.3 Configuring multi-tenancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 534
1.7.5.6.4 Configuring companies and organizational structures . . . . . . . . . . . . . . . . . . . . . . . . . 562
1.7.5.6.5 Configuring people information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 586
1.7.5.6.6 Working with cost centers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 623
1.7.5.6.7 Configuring product and operational catalogs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 627
1.7.5.6.8 Notification Engine configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 648
1.7.5.6.9 Configuring notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 695
1.7.5.6.10 Configuring assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 705
1.7.5.6.11 Configuring templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 710
1.7.5.6.12 Configuring reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 735
1.7.5.6.13 Configuring additional Foundation options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 737
1.7.5.6.14 Configuring advanced options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 744
1.7.5.6.15 Configuring flashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 765
1.7.5.6.16 Configuring the Requester Console application . . . . . . . . . . . . . . . . . . . . . . . . . . . . 777
1.7.5.6.17 Configuring the Distributed Server Option (DSO) Service . . . . . . . . . . . . . . . . . . . . . 787
1.7.5.6.18 Common Foundation tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 824
1.7.5.6.19 Configuring BMC Atrium Service Context for BMC Remedy ITSM applications . . . . 826
1.7.5.6.20 Configuring social collaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 833
1.7.5.6.21 Setting up the Hub and Spoke capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 848
1.7.6 Configuring BMC Remedy ITSM applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 865
1.7.7 Configuring BMC Service Management Process Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 867
1.7.7.1 Publishing BMC Service Management Process Model to your intranet . . . . . . . . . . . . . . . . 867
1.7.7.2 Configuring BMC Remedy ITSM applications to access BMC Service Management Process
Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 868
1.7.8 Configuring BMC Remedy ITSM Process Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 869
1.7.8.1 Configuring the ARID plug-in and BMC Remedy ITSM Process Designer runtime settings 869
1.7.8.2 Adding permissions to all users who require access to Process Designer . . . . . . . . . . . . . 871
1.7.8.3 Managing task OLAs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 873
1.7.8.3.1 Creating a task OLA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 873
1.7.8.3.2 Deleting a task OLA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 874
1.7.8.3.3 Modifying a task OLA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 875
1.7.8.4 Managing task assignment rules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 876
1.7.8.4.1 Creating a task assignment rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 876
1.7.8.4.2 Deleting a task assignment rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 877
1.7.8.4.3 Modifying a task assignment rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 878
1.7.8.5 Managing request SLAs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 878
1.7.8.5.1 Creating a request SLA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 879
1.7.8.5.2 Deleting a request SLA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 881
1.7.8.5.3 Modifying a request SLA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 881
1.7.8.6 Managing notifications in Process Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 882
1.7.8.6.1 Creating a notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 883
1.7.8.6.2 Deleting a notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 883
1.7.8.6.3 Modifying a notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 884
1.7.8.7 Configuring business time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 885
1.7.8.8 Managing task types and properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 885
1.7.8.9 Enabling auditing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 887
1.7.8.10 Configuring Process Tracker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 887
1.7.9 Manually setting the default currency field . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 888
1.8 Upgrading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 889
1.8.1 Preparing for upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 889
1.8.1.1 Reviewing the compatibility matrix before upgrading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 889
1.8.1.2 Reviewing the upgrade requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 891
1.8.1.2.1 AR System hardware requirements for upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . 891
1.8.1.2.2 AR System software requirements for upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 894
1.8.1.2.3 32-bit and 64-bit requirements for upgrading your OS . . . . . . . . . . . . . . . . . . . . . . . . 895
1.8.1.2.4 Additional Atrium Core upgrade requirements (web services and others) . . . . . . . . . 896
1.8.1.3 Preparing your database for an upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 898
1.8.1.3.1 Preparing your Microsoft SQL Server database before you upgrade . . . . . . . . . . . . . 899
1.8.1.3.2 Preparing your Oracle database before you upgrade . . . . . . . . . . . . . . . . . . . . . . . . . 902
1.8.1.3.3 Preparing your DB2 database before you upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . 908
1.8.1.3.4 Preparing your Sybase database before you upgrade . . . . . . . . . . . . . . . . . . . . . . . . 921
1.8.1.3.5 Preparing to upgrade on a Unicode database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 926
1.8.1.4 Completing the planning spreadsheet for an upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 928
1.8.1.5 Downloading the installation files to upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 929
1.8.1.6 Preparing your components and applications for an upgrade . . . . . . . . . . . . . . . . . . . . . . . 931
1.8.1.6.1 Upgrading tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 932
1.8.1.6.2 Preparing to upgrade the Approval Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 933
1.8.1.6.3 Preparing to upgrade FTS from a version earlier than 7.6.03 . . . . . . . . . . . . . . . . . . . 933
1.8.1.6.4 Making sure you have enough transactional log space for an upgrade . . . . . . . . . . . 934
1.8.1.6.5 Preparing to upgrade BMC Atrium Core . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 934
1.8.1.6.6 Preparing to upgrade BMC Remedy ITSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 946
1.8.1.6.7 Preparing to upgrade BMC Service Level Management . . . . . . . . . . . . . . . . . . . . . . . 963
1.8.1.6.8 Preparing to upgrade BMC Service Request Management . . . . . . . . . . . . . . . . . . . . . 966
1.8.2 Upgrade testing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 968
1.8.2.1 Setting up the sandbox environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 968
1.8.2.2 Updating hard-coded server hostname references . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 970
1.8.3 Upgrading with overlays already present . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 971
1.8.3.1 Understanding how upgrading with overlays works . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 973
1.8.3.1.1 The role of overlays in an upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 974
1.8.3.1.2 Servers used in the staged upgrade process with overlays . . . . . . . . . . . . . . . . . . . . 975
1.8.3.1.3 Required tools for upgrades with overlays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 975
1.8.3.2 Stage 1 - Setting up a staging server for upgrades with overlays already present . . . . . . . 976
1.8.3.2.1 Restrictions after restoring the database on the staging server with overlays . . . . . . . 978
1.8.3.2.2 Accelerated staging server setup for upgrades with overlays . . . . . . . . . . . . . . . . . . . 980
1.8.3.2.3 Duplicated staging server setup for upgrades with overlays . . . . . . . . . . . . . . . . . . . . 980
1.8.3.2.4 Duplicating the production server database for upgrades with overlays . . . . . . . . . . . 982
1.8.3.3 Stage 2 - Upgrade AR System server with overlays present . . . . . . . . . . . . . . . . . . . . . . . . 983
1.8.3.3.1 Upgrading AR System with overlays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 984
1.8.3.3.2 Adjusting customizations when upgrading . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 988
1.8.3.4 Stage 3 - Upgrade applications and adjust customizations with overlays present . . . . . . . . 992
1.8.3.4.1 Upgrading BMC Atrium Core (with overlays) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 996
1.8.3.4.2 Upgrading BMC Remedy ITSM (with overlays) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1005
1.8.3.4.3 Upgrading BMC Service Level Management (with overlays) . . . . . . . . . . . . . . . . . . . 1010
1.8.3.4.4 Upgrading BMC Service Request Management (with overlays) . . . . . . . . . . . . . . . . . 1017
1.8.3.5 Stage 4 - Test and promote staging server with overlays to production . . . . . . . . . . . . . . . 1020
1.8.4 Upgrading without overlays already present . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1021
1.8.4.1 Understanding how upgrading without overlays works . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1023
1.8.4.1.1 The role of overlays in an upgrade without existing overlays . . . . . . . . . . . . . . . . . . . 1025
1.8.4.1.2 Servers used in the staged upgrade process without overlays . . . . . . . . . . . . . . . . . . 1026
1.8.4.1.3 Required tools for upgrades without overlays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1026
1.8.4.2 Stage 1 - Setting up a staging server for upgrades without overlays already present . . . . . 1027
1.8.4.2.1 Restrictions after restoring the database on the staging server without overlays . . . . 1028
1.8.4.2.2 Accelerated staging server setup for upgrades without overlays . . . . . . . . . . . . . . . . 1030
1.8.4.2.3 Duplicated staging server setup for upgrades without overlays . . . . . . . . . . . . . . . . . 1030
1.8.4.2.4 Duplicating the production server database for upgrades without overlays . . . . . . . . 1032
1.8.4.3 Stage 2 - Upgrade AR System server without overlays present . . . . . . . . . . . . . . . . . . . . . 1033
1.8.4.3.1 System objects that might be overwritten during upgrade . . . . . . . . . . . . . . . . . . . . . . 1035
1.8.4.3.2 Upgrading AR System without overlays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1039
1.8.4.4 Stage 3 - Create overlays for existing customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1042
1.8.4.4.1 Overlay hash files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1045
1.8.4.4.2 Creating overlays with the Best Practice Conversion Utility . . . . . . . . . . . . . . . . . . . . 1047
1.8.4.4.3 Setting BMC Migrator options before migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1059
1.8.4.4.4 Viewing differences between objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1059
1.8.4.4.5 Fixing non-permitted modifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1061
1.8.4.5 Stage 4 - Acquire origin objects: optional . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1065
1.8.4.6 Stage 5 - Restore origin objects to the staging server: optional . . . . . . . . . . . . . . . . . . . . . . 1065
1.8.4.7 Stage 6 - Minimize overlays: optional . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1067
1.8.4.7.1 Comparing overlays to overlaid objects on the same server . . . . . . . . . . . . . . . . . . . . 1068
1.8.4.8 Stage 7 - Upgrade applications and adjust customizations with new overlays . . . . . . . . . . 1069
1.8.4.8.1 Upgrading BMC Atrium Core (with new overlays) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1073
1.8.4.8.2 Upgrading BMC Remedy ITSM (with new overlays) . . . . . . . . . . . . . . . . . . . . . . . . . . 1082
1.8.4.8.3 Upgrading BMC Service Level Management (with new overlays) . . . . . . . . . . . . . . . . 1087
1.8.4.8.4 Upgrading BMC Service Request Management (with new overlays) . . . . . . . . . . . . . 1095
1.8.4.9 Stage 8 - Test and promote staging server to production with new overlays . . . . . . . . . . . . 1098
1.8.5 Migrating delta data after an upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1098
1.8.5.1 Supported migration paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1104
1.8.5.2 Infrastructure requirements for migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1105
1.8.5.3 Migrator tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1106
1.8.5.3.1 Installing BMC Remedy Migrator for migrating delta data . . . . . . . . . . . . . . . . . . . . . . 1106
1.8.5.4 Preparing the source and destination servers for Delta Data Migration . . . . . . . . . . . . . . . . 1107
1.8.5.4.1 Server configuration adjustments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1107
1.8.5.4.2 Resolving issues before performing the migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1109
1.8.5.4.3 Using the AREntryCounter utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1111
1.8.5.4.4 Making modifications for Remedy Knowledge Management 7.5.x . . . . . . . . . . . . . . . 1114
1.8.5.5 Performing the data migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1114
1.8.5.6 Reviewing the migration results and resolving issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1118
1.8.5.7 Extending Delta Data Migration to include customizations . . . . . . . . . . . . . . . . . . . . . . . . . 1124
1.8.5.8 Performing the data migration for server groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1127
1.8.5.9 Post-migration procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1129
1.8.5.9.1 Updating fields in forms for delta data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1129
1.8.5.9.2 Updating multi-tenancy fields on forms for delta data records . . . . . . . . . . . . . . . . . . .
1.8.5.9.3 Validating the migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.5.9.4 Running the RKM Conversion Tool after performing the migration . . . . . . . . . . . . . . .
1.8.5.9.5 Synchronizing form IDs to the destination server . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.5.9.6 Migrating a modified service target or agreement after initial migration . . . . . . . . . . .
1.8.6 Update to the multi-tenancy model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.6.1 Installation process flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.6.2 Multi-tenancy model customizations overwritten by the multi-tenancy update . . . . . . . . . .
1.8.6.3 Reconciling customizations to the multi-tenancy model . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.6.4 Managing the multi-tenancy update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.6.5 Starting the multi-tenancy update utility manually . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.6.6 After installing the multi-tenancy update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.7 Configuring after upgrade . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.7.1 Rebuilding join forms that were deleted before an upgrade . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.7.2 Invalid field mappings in join forms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.7.3 Rebuilding customizations before deleting BMC Remedy ITSM attributes from the BMC Atrium
CMDB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.8 Upgrading BMC Remedy ITSM Process Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.8.1 Upgrading Process Designer from 8.3.1 or 8.3.02 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.8.2 Upgrading BMC Remedy ITSM 7.6.04 to 8.0.00 (or later) . . . . . . . . . . . . . . . . . . . . . . . . . .
1.8.9 Understanding the Application Maintenance console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9 Using . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.1 Accessing the interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.1.1 Accessing BMC Remedy ITSM Process Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.2 IT Home page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.3 Navigating the interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.3.1 Consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.3.1.1 Overview console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.3.1.2 Application consoles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.3.1.3 Requester Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.3.2 BMC Remedy ITSM Process Designer interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.3.2.1 Functional areas of the Process Designer Explorer . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.3.2.2 Process Designer palette items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.3.3 Best Practice and Classic views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.3.3.1 Development of Best Practice views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.3.3.2 Benefits of Best Practice views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.3.3.3 Best Practice and Classic view recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.3.4 Icons used in the interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.3.5 Navigating consoles, forms, and modules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.3.6 User interface standards for field labels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.4 Setting Process Designer preferences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
1.9.5 Localizing BMC Remedy ITSM Process Designer field labels . . . . . . . . . . . . . . . . . . . . . . . . . . . 1135
1.9.6 Creating application users in BMC Remedy ITSM Process Designer . . . . . . . . . . . . . . . . . . . . . 1136
1.9.7 Work information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1137
1.9.8 Using Global search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1137
1.9.8.1 Global search indexed fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1140
1.9.8.1.1 Activity form indexed fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1140
1.9.8.1.2 Help Desk form indexed fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1141
1.9.8.1.3 Infrastructure Change form indexed fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1142
1.9.8.1.4 Known Error form indexed fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1144
1.9.8.1.5 Problem Investigation form indexed fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1145
1.9.8.1.6 Release form indexed fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1146
1.9.8.1.7 Solution Database form indexed fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1147
1.9.8.1.8 Task form indexed fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1149
1.9.8.1.9 Work Order form indexed fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1150
1.9.9 Working with reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1151
1.9.9.1 Generating a standard report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1152
1.9.9.2 Using qualifications to generate a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1153
1.9.9.3 Using advanced qualifications to generate a report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1154
1.9.10 Using flashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1155
1.9.10.1 Using the KPI flashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1156
1.9.10.1.1 Opening the KPI flashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1156
1.9.10.2 Using ROI flashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1157
1.9.10.2.1 Opening the ROI flashboards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1157
1.9.10.3 Viewing and displaying data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1158
1.9.11 Using BMC Atrium Service Context . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1159
1.9.12 Using social collaboration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1162
1.9.12.1 Using chat . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1163
1.9.12.1.1 Initiating a chat conversation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1163
1.9.12.1.2 Adding BMC Remedy AR System users who are not present in the Friends list . . . 1166
1.9.12.1.3 Chat notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1169
1.9.12.2 Subscribing to RSS feeds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1169
1.9.12.3 Receiving BMC Remedy ITSM broadcasts on Twitter . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1170
1.9.13 Working with broadcasts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1170
1.9.13.1 Creating broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1171
1.9.13.2 Viewing broadcast messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1172
1.9.13.3 Limiting the number of broadcasts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1172
1.9.13.4 Controlling the timing of broadcast pop-up messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1173
1.9.14 Using search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1173
1.9.14.1 Managing custom searches . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1174
1.9.14.2 Searching all records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1175
1.9.14.3 Searching all records from a hub server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1176
1.9.15 Managing your knowledge base . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1177
1.9.16 Managing incident requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1177
1.9.17 Managing problem investigations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1177
1.9.18 Managing service levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1177
1.9.19 Managing change requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1178
1.9.20 Managing release requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1178
1.9.21 Managing assets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1179
1.9.22 Managing service requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1179
1.9.23 Managing processes with BMC Remedy ITSM Process Designer . . . . . . . . . . . . . . . . . . . . . . . 1179
1.9.23.1 Creating process templates with BMC Remedy ITSM . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1180
1.9.23.1.1 Creating and managing a process template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1180
1.9.23.1.2 Adding tasks to the process diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1182
1.9.23.1.3 Adding actions to tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1186
1.9.23.1.4 Adding fields to tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1200
1.9.23.1.5 Adding dependencies in Process Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1202
1.9.23.1.6 Creating process templates with common tasks and dependencies . . . . . . . . . . . . . 1206
1.9.23.2 Changing the process design and task display layout . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1206
1.9.23.3 Adding diagram notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1207
1.9.23.4 Referencing BMC Remedy AR System server forms and field within processes . . . . . . . 1207
1.9.23.5 Maintaining process templates for BMC Remedy OnDemand and on-premise environments
1208
1.9.23.5.1 Changing the status of a process template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1208
1.9.23.5.2 Updating a live process template . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1209
1.9.23.5.3 Modifying process template properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1209
1.9.23.5.4 Enabling process locking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1209
1.9.23.5.5 Removing process templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1210
1.9.23.6 Mapping processes to BMC Remedy ITSM applications . . . . . . . . . . . . . . . . . . . . . . . . . . 1210
1.9.23.6.1 Mapping processes to BMC Remedy Service Request Management . . . . . . . . . . . . 1211
1.9.24 Working with BMC Service Management Process Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1212
1.9.24.1 Changing a process name in BMC Service Management Process Model . . . . . . . . . . . . . 1212
1.10 Administering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1213
1.10.1 Data Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1213
1.10.1.1 Data migration recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1216
1.10.1.2 Levels of BMC Remedy ITSM Suite data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1216
1.10.1.3 Overview of the dataload process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1218
1.10.1.4 Dataload components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1220
1.10.1.5 Changing existing data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1222
1.10.1.6 Data Management usability enhancements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1222
1.10.1.7 Data Management user scenarios . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1222
1.10.1.7.1 User scenario for data loads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1223
1.10.1.7.2 Changing a user's login ID using the Data Wizard Console . . . . . . . . . . . . . . . . . . . 1224
1.10.1.7.3 Reorganizing a department and changing support group names using the Data Wizard
Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1228
1.10.1.8 Multi-tenancy and Data Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1231
1.10.1.9 Getting started with Data Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1232
1.10.1.9.1 Defining users and administrators for Data Management . . . . . . . . . . . . . . . . . . . . . 1232
1.10.1.9.2 Configuring the BMC Remedy AR System repository for attachments and spreadsheets
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1233
1.10.1.9.3 Configuring Data Management application preferences . . . . . . . . . . . . . . . . . . . . . . 1235
1.10.1.9.4 Navigating Data Management interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1237
1.10.1.9.5 Loading data to hub and spoke environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1244
1.10.1.9.6 Staging forms dependencies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1246
1.10.1.9.7 Defining aliases for data types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1246
1.10.1.9.8 Disabling indexing for knowledge articles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1250
1.10.1.10 Completing the dataload spreadsheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1250
1.10.1.10.1 Understanding the dataload spreadsheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1250
1.10.1.10.2 Populating data in the spreadsheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1252
1.10.1.10.3 Managing spreadsheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1267
1.10.1.10.4 Registering staging schema names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1269
1.10.1.10.5 Autogenerating spreadsheets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1269
1.10.1.10.6 Spreadsheet usage tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1270
1.10.1.10.7 Spreadsheet data values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1284
1.10.1.10.8 How tabs map from spreadsheet to target form . . . . . . . . . . . . . . . . . . . . . . . . . . . 1310
1.10.1.11 Working with jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1323
1.10.1.11.1 Creating a job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1323
1.10.1.11.2 Viewing a job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1335
1.10.1.11.3 Searching for a job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1335
1.10.1.11.4 Modifying a job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1335
1.10.1.11.5 Canceling a job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1335
1.10.1.12 Completing steps . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1336
1.10.1.12.1 Load step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1336
1.10.1.12.2 Validate step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1347
1.10.1.12.3 Promote step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1350
1.10.1.13 Scheduling jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1353
1.10.1.14 Running and monitoring jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1354
1.10.1.14.1 Running a job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1354
1.10.1.14.2 Viewing the audit log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1357
1.10.1.15 Managing data errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1357
1.10.1.16 Using the data wizard to modify data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1360
1.10.1.16.1 Overview of the data wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1360
1.10.1.16.2 Counting records that use the target value in specified fields . . . . . . . . . . . . . . . . . 1362
1.10.1.16.3 Prerequisites to updating target values using the data wizard . . . . . . . . . . . . . . . . 1364
1.10.1.16.4 Updating target values using the data wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1367
1.10.1.16.5 Post-update requirements after updating target values . . . . . . . . . . . . . . . . . . . . . . 1371
1.10.1.16.6 Modifying foundation data in related applications . . . . . . . . . . . . . . . . . . . . . . . . . . 1372
1.10.1.17 Managing customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1375
1.10.1.17.1 Identifying customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1375
1.10.1.17.2 Analyzing your customizations for impact on dataload functionality . . . . . . . . . . . . 1375
1.10.1.17.3 Making data load work with your customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . 1376
1.10.1.17.4 Making the data wizard work with your customizations . . . . . . . . . . . . . . . . . . . . . . 1386
1.10.1.18 Exclusions from Data Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1408
1.10.2 Importing and exporting process templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1410
1.10.2.1 Exporting process templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1410
1.10.2.2 Importing process templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1411
1.10.2.3 Importing XPDL files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1413
1.10.3 Other administering tasks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1414
1.11 Developing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1414
1.11.1 Customization designs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1414
1.11.1.1 Extensibility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1415
1.11.1.2 Code reuse . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1416
1.11.1.3 BMC Remedy AR System platform leverage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1416
1.11.1.4 Server and client performance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1417
1.11.1.5 Internationalization support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1421
1.11.1.6 Business logic objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1421
1.11.1.7 User interface objects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1431
1.11.1.8 Message IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1440
1.11.1.9 Flashboards data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1441
1.11.1.10 Reports data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1443
1.11.1.11 Naming applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1444
1.11.1.12 Workflow coding style . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1444
1.11.2 Customizing BMC Service Management Process Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1446
1.11.2.1 Working with diagrams in BMC Service Management Process Model . . . . . . . . . . . . . . . 1446
1.11.2.1.1 Changing diagrams . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1446
1.11.2.1.2 Adjusting diagram size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1447
1.11.2.1.3 Updating related work instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1448
1.11.2.1.4 Converting VSD files to GIF files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1449
1.11.2.1.5 Changing hotspots . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1450
1.11.2.2 Changing text in diagrams in BMC Service Management Process Model . . . . . . . . . . . . . 1451
1.11.2.2.1 Changing text in process model boxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1452
1.11.2.2.2 Changing text in process model headers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1453
1.11.2.3 Changing the interface elements in BMC Service Management Process Model . . . . . . . . 1457
1.11.2.3.1 Updating the version number and date . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1457
1.11.2.3.2 Replacing the BMC Service Management Process Model logo . . . . . . . . . . . . . . . . 1458
1.11.2.3.3 Changing the page header . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1458
1.11.2.3.4 Changing the page footer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1459
1.11.2.4 Changing the HTML frames page files in BMC Service Management Process Model . . . 1459
1.11.2.5 Configuring the CSS for Section 508 compliance in BMC Service Management Process
Model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1459
1.11.2.6 Special HTML characters and tags in BMC Service Management Process Model . . . . . . 1460
1.11.3 Customizing BMC Remedy OnDemand and BMC Remedy ITSM . . . . . . . . . . . . . . . . . . . . . . . 1461
1.11.3.1 Workflow change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM . . . 1462
1.11.3.2 User interface change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM . 1463
1463
1.11.3.3 Forms change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM . . . . . . 1464
1.11.3.4 Administration change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM 1465
1465
1.11.3.5 BMC Remedy OnDemand and BMC Remedy ITSM customizations . . . . . . . . . . . . . . . . . 1466
1.11.3.5.1 Customized BMC Remedy ITSM fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1467
1.11.3.5.2 Customized BMC Remedy ITSM form views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1468
1.11.3.5.3 Customized BMC Remedy ITSM buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1470
1.11.3.5.4 Customized BMC Remedy ITSM tooltips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1470
1.11.3.5.5 Customized BMC Remedy ITSM workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1470
1.11.3.5.6 Customized BMC Remedy ITSM table columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1475
1.11.3.5.7 Customized BMC Remedy ITSM foundation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1476
1.11.3.5.8 Customized BMC Remedy ITSM relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1478
1.11.3.5.9 Customized BMC Remedy ITSM work logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1479
1.11.3.5.10 Customized BMC Remedy ITSM process flow bar . . . . . . . . . . . . . . . . . . . . . . . . . 1480
1.11.3.5.11 Customized BMC Remedy ITSM notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1480
1.11.3.6 Customizing BMC Remedy ITSM applications using overlays . . . . . . . . . . . . . . . . . . . . . 1481
1.11.4 Developing integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1483
1.11.4.1 Integration model . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1484
1.11.4.1.1 Integration methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1484
1.11.4.1.2 Associating entries with configuration items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1485
1.11.4.1.3 Work information creation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1486
1.11.4.1.4 Creating a service request entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1486
1.11.4.1.5 Mapping assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1486
1.11.4.1.6 Web service function mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1486
1.11.4.1.7 Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1487
1.11.4.1.8 Sample code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1488
1.11.4.2 BMC Remedy ITSM integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1488
1.11.4.2.1 CAI plug-in interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1489
1.11.4.3 Testing web services using soapUI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1490
1.11.5 Extending the Overview console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1499
1.11.5.1 Configuration forms used when extending the Overview console . . . . . . . . . . . . . . . . . . . 1499
1.11.5.2 Adding a column to the Overview console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1501
1.11.5.2.1 Creating configuration data for union fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1502
1.11.5.2.2 Creating mappings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1503
1.11.5.2.3 Building the database union structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1504
1.11.5.2.4 Adding new fields to the overlay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1505
1.11.5.2.5 Adding new columns to the table in the overlay . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1505
1.11.5.2.6 Viewing changes on the Overview console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1506
1.11.5.3 Adding additional requests to existing Overview console columns . . . . . . . . . . . . . . . . . . 1506
1.11.5.3.1 Creating the source form record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1508
1.11.5.3.2 Creating mappings between source form and union fields . . . . . . . . . . . . . . . . . . . . 1509
1.11.5.3.3 Adding new values to the overlay . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1510
1.11.5.3.4 Creating the database union structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1511
1.11.5.3.5 Viewing records on the Overview console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1512
1.12 Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1512
1.12.1 Troubleshooting BMC Atrium Service Context . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1513
1.12.2 Troubleshooting the Hub and Spoke capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1515
1.12.3 Troubleshooting server group settings required for BMC SLM and Collectors . . . . . . . . . . . . . 1516
1.12.4 Troubleshooting the installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1520
1.12.4.1 Troubleshooting unreconciled records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1520
1.12.4.2 Installation problems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1521
1.12.4.3 Resolving errors with default currency settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1522
1.12.4.4 Manually registering application plug-ins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1522
1.12.4.5 Product extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1526
1.12.4.6 Encrypting passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1528
1.12.5 Working with logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1528
1.12.5.1 Running the Maintenance Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1529
1.12.5.2 Viewing installation and uninstallation logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1529
1.12.5.3 Contents of the logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1530
1.12.5.4 Searching in the log viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1532
1.12.5.5 Collecting diagnostics in a zip file . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1534
1.12.5.6 Viewing a Log Zipper output file with the Maintenance Tool . . . . . . . . . . . . . . . . . . . . . . . 1535
1.12.5.7 Enabling Process Designer logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1536
1.12.6 Working with error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1537
1.12.6.1 Data Management error messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1538
1.12.6.1.1 Errors for invalid data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1538
1.12.6.1.2 Errors for required fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1585
1.12.6.1.3 Errors for duplicate data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1601
1.12.6.1.4 Errors during dataload promotion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1608
1.12.6.1.5 Error when running jobs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1609
1.12.7 Troubleshooting Data Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1609
1.12.7.1 Troubleshooting data loads . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1610
1.12.7.2 Troubleshooting validation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1611
1.12.7.3 Troubleshooting validation and promotion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1612
1.12.7.4 Troubleshooting data wizard counts and updates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1613
1.12.8 Troubleshooting the multi-tenancy update . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1614
1.12.9 Troubleshooting Process Designer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1615
1.12.9.1 Cannot see the Process Designer entries in the Application List . . . . . . . . . . . . . . . . . . . . 1615
1.12.9.2 Issues with the ARID plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1615
1.12.9.3 Troubleshooting Process Designer installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1616
1.12.9.4 Internet Proxy Server connection errors in Process Designer . . . . . . . . . . . . . . . . . . . . . . 1616
1.13 Known issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1616
1.13.1 Known issues for the BMC Remedy ITSM Suite installer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1656
1.13.2 Known issues for Foundation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1660
1.13.3 Known issues for BMC Asset Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1661
1.13.4 Known issues for Change Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1662
1.13.5 Known issues for Data Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1663
1.13.6 Known issues for BMC Knowledge Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1663
1.13.7 Known issues for BMC Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1664
1.13.8 Known issues for BMC Service Level Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1665
1.13.9 Known issues for BMC Service Request Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1667
1.13.10 Known issues for BMC Remedy AR System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1675
1.13.10.1 BMC Remedy Action Request System known issues in version 8.1.00 . . . . . . . . . . . . . 1675
1.13.10.1.1 BMC Remedy AR System server known issues in version 8.1.00 . . . . . . . . . . . . . 1676
1.13.10.1.2 BMC Remedy Developer Studio known issues in version 8.1.00 . . . . . . . . . . . . . . 1680
1.13.10.1.3 BMC Remedy Email Engine known issues in version 8.1.00 . . . . . . . . . . . . . . . . . 1682
1.13.10.1.4 BMC Remedy Flashboards known issues in version 8.1.00 . . . . . . . . . . . . . . . . . . 1683
1.13.10.1.5 BMC Remedy Mid Tier known issues in version 8.1.00 . . . . . . . . . . . . . . . . . . . . . 1684
1.13.10.1.6 Accessibility known issues in version 8.1.00 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1695
1.13.10.2 BMC Remedy Migrator known issues in version 8.1.00 . . . . . . . . . . . . . . . . . . . . . . . . . . 1696
1.13.11 Known and corrected issues for BMC Atrium Core . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1697
1.13.11.1 BMC Atrium Core known issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1697
1.13.11.1.1 Install and upgrade known and corrected issues . . . . . . . . . . . . . . . . . . . . . . . . . . . 1706
1.13.11.1.2 Normalization Engine known and corrected issues . . . . . . . . . . . . . . . . . . . . . . . . . 1729
1.13.11.1.3 Product Catalog known known and corrected issues . . . . . . . . . . . . . . . . . . . . . . . 1730
1.13.11.1.4 Reconciliation Engine known and corrected issues . . . . . . . . . . . . . . . . . . . . . . . . . 1737
1.13.11.1.5 Service Context known and corrected issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1743
1.13.11.1.6 Web Services known and corrected issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1745
1.13.11.1.7 BMC Atrium Impact Simulator known and corrected issues . . . . . . . . . . . . . . . . . . 1752
1.13.11.2 Atrium Integrator known and corrected issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1754
1.13.11.3 BMC Atrium Integration Engine known and corrected issues . . . . . . . . . . . . . . . . . . . . . 1770
1.13.11.4 Localization known issues in BMC Atrium Core . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1773
1.13.12 Known issues for browsers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1773
1.13.13 Known issues for accessibility (JAWS screen reading software) . . . . . . . . . . . . . . . . . . . . . . . 1774
1.13.14 Known issues for BMC Remedy ITSM Process Designer 8.3.03 . . . . . . . . . . . . . . . . . . . . . . . 1775
1.14 Support information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1785
1.15 PDFs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1785
1.16 Additional resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1786
2. Legal notices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1786
Home
This space contains information about the BMC Remedy IT Service Management Suite (BMC Remedy ITSM Suite)
8.1 release.
Featured content
New features in this release
Frequently asked questions (FAQ)
Updates to the Multi-tenancy model
Known issues
Known issues for browsers
Where to start
New users: , , Value paths Accessing the interface Navigating the interface
End users: Using
Administrators: , , , System requirements Installing Configuring after installation Administering
Data Management Administrators or Users: Data Management
Task Administrators: Configuring Task Management System
Developers: Developing
Architects: , Architecture Deployment Architecture
About BMC Remedy ITSM Suite and BMC Remedy OnDemand
BMC Remedy ITSM Suite overview
BMC Remedy OnDemand is a cloud-based software as a service (SaaS) offering that gives your organization
access to all the benefits of BMC's industry-leading IT Service Management solutions without the costs and
overhead associated with hosting and managing on-premise software. It enables you to consume BMC Remedy
ITSM Suite by subscribing to a hosted service, which offers centralized hosting of BMC applications and data.
Software upgrades are included as part of the service as soon as they become available.
What's new
This section provides information about what is new or what has changed in the BMC Remedy IT Service
Management (BMC Remedy ITSM) 8.1 release, including updates introduced by service packs and patches when
they become available.
Version 8.1.00
Version 8.1.00
This topic provides an overview of the of the BMC Remedy highlighted features and enhancements in release 8.1.00
ITSM Suite.
Detailed information about all of the new features and updates, and information about corrected issues is available
in the following sub-topics:
Enhancements in version 8.1.00
Corrected issues in version 8.1.00
Highlights of this release
The following new features and enhancements are highlights of the 8.1.00 release.
Improved user experience
Reduced administrative effort
Support for IPV6 networks

The is an enhanced calendar tool that provides a more intuitive and next-generation Change Calendar
visually appealing experience for users.
Users can now . approve requests via email
Usability improvements in the core BMC Remedy ITSM applications include:
Application menu simplification
Rows in the Overview console are now sorted according to the header on which you click
Additional columns can be added to the Overview console
A includes the following changes: simplified installation process
Reduced number of panels in the installer
Related input requests grouped on the same panel
Configuration modules removed from the installer
Enhanced overlays capabilities simplify upgrades
The simplify Single Sign-on setup BMC Atrium SSO Admin Console and the field validation capabilities
Grid view in the simplifies the prioritization BMC Atrium CMDB Reconciliation Engine Configuration console
of data sets
BMC Remedy ITSM 8.1.00 now supports . IPv6 networks
Enhancements in version 8.1.00
The following topics contain information about new features in version 8.1.00 of BMC Remedy ITSM Suite:
Enhancements common to BMC Remedy ITSM Suite applications
Enhancements to BMC Asset Management
Enhancements to BMC Change Management
Enhancements to BMC Service Desk
Enhancements to BMC Service Request Management
Enhancements to BMC Knowledge Management
Enhancements to BMC Service Level Management
Enhancements to BMC Remedy ITSM Process Designer
Enhancements to the BMC Remedy ITSM Suite Preconfigured Stack installer
Enhancements to BMC Remedy AR System
Enhancements to BMC Atrium Core
Enhancements common to BMC Remedy ITSM Suite applications
This topic describes new or updated features in version 8.1.00 that are common to two or more BMC Remedy ITSM
applications:
Simplified installation
Update to the multi-tenancy model
Updates to the Overview console
The Overview console table can be sorted
Add columns to the Overview console
Reduced use of floating user licenses by the Overview console
Documentation updates
The BMC Remedy IT Service Management 8.1 installation
has been greatly simplified:
To reduce manual user inputs, the number of panels in the installer are reduced. Information from the AR
System server is intelligently leveraged by the installer to simplify installation.
Related inputs are consolidated into single panels.
The following configuration modules were removed from the installer, but their instructions are linked below:
Configuration module removed from installer Where documented
BMC Atrium Service Context Configuring BMC Atrium Service Context for BMC
Remedy ITSM applications
Migrating BMC Knowledge Management permission
mappings (during upgrades only)
Migrating user permissions from the 7.2 and 7.5
releases
Private port queues Adding a private queue port number for Software
License Management
Object modification logging Enhancements common to BMC Remedy ITSM Suite
applications
Crystal Reports -- the web-only Showing or hiding Crystal Reports
reports are intsalled by default.
Thread setting The installer automatically sets the Fast and List
threads to 12 maximum and 8 minimum.
For additional instructions on configuring BMC Remedy IT Service Management, go to . Configuring after installation
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
The Application flyout menu on the IT Home page has been simplified by removing duplicate access points to
applications and utilities.
Updates to the Overview console
The following updates were made to the Overview console:
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.
You can now add columns to, or "extend" the Overview console. For instructions about how to do this, see: Extendin
. g the Overview console
The simple querying and displaying of BMC Remedy ITSM records in the Overview console no longer consumes a
floating user license. For example, some IT managers view the Overview console flashboard to monitor the work
load of a group but never view any individual requests. In version 8.1.00, an application floating license is no longer
consumed by these users. As in previous versions, an application license consumed when any individual is
application item is accessed, either from the console or by other means.
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
Enhancements to BMC Asset Management
This section contains information about enhancements in
version 8.1.00 of the BMC Asset Management product.
License Type Import Export tool for porting licenses
Email based approvals
Updates to the console
The BMC Remedy IT Service Management 8.1 installation has been greatly simplified:
releases
License Management
Object modification logging Using the object modification log
Crystal Reports the web-only Showing or hiding Crystal Reports
License Type Import Export tool for porting licenses
Version 8.1.00 introduces a new license type export and import tool that allows users to export license types and
import them to other BMC Asset Management systems. The tool also maintains an export and import log.
For more information on importing and exporting license types, see . Porting license types
Users can now approve requests via email. When a request
requires an approval, an email is sent to approvers of that
request. If email-based approvals are enabled, users can
approve or reject the request from within the email.
However, if the approval process configuration defines that
the approval requires a password or that rejection requires
a business justification, users must approve the request
from Approval Central.
For more information about email-based approvals, see . Approving or rejecting requests via email
The BMC Remedy IT Service Management 8.1 includes a number of console changes that simplify navigation:
The menu is no longer available on the Asset Management console. As of version 8.1.00, the Consoles
BMC Remedy ITSM application consoles can be accessed only from the flyout menu. Applications
The menu is no longer available on the Asset Management form. As of version 8.1.00, Advanced Functions
options that were listed under are now available in the menu. Advanced Functions Functions
You can select additional columns to add to the asset table on the Asset Management Console by clicking Pr
. eferences > Add Columns
Enhancements to BMC Change Management
The following sections describe enhancements in BMC
Change Management 8.1.00:
Excluding tasks when copying tasks
Next-generation Change Calendar
Removal of auto-assignment of the Change Implementer support group
Excluding tasks when copying tasks
You can now select to exclude tasks when copying tasks from another change request. You can select the tasks by
status or by type. The check boxes are provided to select Cancelled, Failed, Manual, and Automatic tasks. For more
information, see . Copying tasks from another change request
Version 8.1.00 of the BMC Remedy ITSM Suite includes a number of console changes that simplify navigation:
The menu is no longer available on the Change Management console. As of version 8.1.00, the Consoles
BMC Remedy ITSM application consoles can be accessed only from the flyout menu. Applications
The menu is no longer available on the Change Request and Release Request forms. Advanced Functions
As of version 8.1.00, options that were listed under are now available in the Advanced Functions Function
menu. s
You can select additional columns to add to the change table on the Change Management Console by
clicking . Preferences > Add Columns
Additional columns
Next-generation Change Calendar
The next-generation Change Calendar is an enhanced calendar tool that provides a more intuitive and visually
appealing experience for users. The user interface has been significantly enhanced for a better user experience.
Additional views like the Timeline and Eventlist views have been added to the traditional Calendar view.
New features like color schemes, tooltips, and panels have been added to all the views.
Users now have a visual display of Tasks and Outages in addition to Changes, Business Events, Releases,
and Activities.
The Details pane that has been added to the views is an extension to the Details section and provides
access to the Collision Detection and Impact assessment information.
A quick approvals section has been introduced to allow valid approvers to perform approvals from within the
calendar.
The new user interface provides easier drill down into changes and releases.
For more information about the new Change Calendar, see . Using the Change Calendar
Users can now approve requests via email. When a request requires an approval, an email is sent to approvers of
that request. If email-based approvals are enabled, users can approve or reject the request from within the email.
However, if the approval process configuration defines that the approval requires a password or that rejection
requires a business justification, users must approve the request from Approval Central.
For more information about email-based approvals, see Approving or rejecting requests via email.
Removal of auto-assignment of the Change Implementer support group
Auto-assignment of the Change Implementer support group has been removed. When you are using BMC Change
Management in Best Practice mode, the Change Implementer support group is not available after you add tasks to
the change request. Therefore, the change permissions set for the Change Implementer support group are not valid.
You can explicitly enable the Change Implementer support group assignment. For more information, see Enabling
the Change Implementer support group assignment
Enhancements to BMC Service Desk
This topic describes the following product enhancements
available with version 8.1:
UI updates
The BMC Remedy IT Service Management 8.1 installation has been greatly simplified:
releases
License Management
Object modification logging Enhancements common to BMC Remedy ITSM Suite
applications
Crystal Reports -- the web-only Showing or hiding Crystal Reports
UI updates
Numerous updates have been made throughout the Service Desk application to make the user interface (UI) behave
consistently with other applications in BMC Remedy IT Service Management Suite. Key UI changes include:
Incident matching
Additional columns available in the console tables
Menu structure simplified
Refresh button consistency
Knowledge search UI on the Incident form updated
Hover-over UI updated
Presentation of Incident and Problem details updated
Incident form auto-complete feature updated
Service field menu entries sorted alphabetically on Incident form
View Service Request link in Incident Management
Incident matching
When you click Incident Matching while viewing an incident request, the Incident Matching dialog box now opens
with a lists of possible matching records for you to select from. If you do not see an appropriate matching record,
you can return to the Incident form without selecting a record. See for more Searching for matching records
information.
Additional columns available in the console tables
There are now more columns that you can add to the Incidents and Problems tables on the Incident Management
and Problem Management consoles. See the description of the Preferences button on Functional areas of the
and for information about Incident Management console Functional areas of the Problem Management console
adding columns to the application tables.
Menu structure simplified
The Navigation pane menu structure on the Incident Management and the Problem Management consoles and on
the Incident and Problem forms has been flattened to simplify navigation through the menus. See Functional areas
and for a description of of the Incident Management console Functional areas of the Problem Management console
the new Navigation pane menu structure on the consoles.
Refresh button consistency
The Refresh button now appears in a consistent location on the main Service Desk forms and consoles: in the top
right corner of the form or console, to the left of the Global search field.
Knowledge search UI on the Incident form updated
When you perform a knowledge search from the Incident form, the search results are now displayed in a format that
is similar to that of the Global search results. The knowledge search results are also displayed in the same browser
window as the Incident form, instead of a separate browser window.
Hover-over UI updated
The hover-over UI has been updated to include more, and more consistent information.
Presentation of Incident and Problem details updated
When viewing details related to an Incident or Problem record, for example: the Incident Matching dialog, or
aKnown Error record, the UI has been updated to more closely resemble the Best Practice view. This makes it
easier to view information in the UI.
Incident form auto-complete feature updated
The auto-complete feature has been updated on the Incident form to make it more consistent with the auto-complete
feature on other forms in the BMC Remedy ITSM suite of applications. For example, in the Service field, the
auto-complete feature now performs a "match-anywhere" function on text typed into the field.
Service field menu entries sorted alphabetically on Incident form
The entries in the selection menu related to the Service field on the Incident form are now sorted alphabetically.
View Service Request link in Incident Management
If the Incident request that you are working on was generated from BMC Service Request Management, there is
now a link ( ) to the originating service request in the Navigation pane of the Incident request View REQ00000000123
form.
Enhancements to BMC Service Request Management
The BMC Service Request Management product has been
enhanced with the following new features and changes:
Integrations
On Behalf Of license requirement for SRDs using an AIF
Email-based approvals
Auto-approval chain for service requests
Updates to the UI
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.
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:
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
Impacted Areas
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:
Overview console table can be sorted
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 a mixed-version stack.
For more information, see . Installing and upgrading on a mixed-version stack
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 service request is validated against OBO rules, except those created automaticallyfrom BMC
(whenan incident, change, or work order rule has the o fulfillment applications Create Service Request On Submit
ption set to ). Yes
If you are installing BMC Service Request Management for the first time, configure OBO rules before creating your
integrations.
If you are upgrading BMC Service Request Management, you must evaluate existing integrations to determine
whether you need to configure new OBO rules.
For more information, see , , and . Creating on-behalf-of definition rules Integration methods Request_Submit_Service
On Behalf Of license requirement for SRDs using an AIF
For service requests submitted on behalf of another user, a BMC Remedy AR System Write license is no longer
required for service request definitions (SRDs) that were created using an Advanced Interface Form (AIF). In earlier
versions, a Write license was required in On Behalf Of scenarios such as the following ones:
The user wanted to submit a draft request on behalf of another user.
The user wanted to use the cart to submit a request on behalf of another user (if the AIF implementation
included record updates).
The user on whose behalf the request was submitted wanted to edit the request, including OBO requests that
were in the user's cart.
Email-based approvals
Users can now approve requests via email. When a request requires an approval, an email is sent to approvers of
that request. If email-based approvals are enabled, users can approve or reject the request from within the email.
However, if the approval process configuration specifies that the approval requires a password or that rejection
requires a business justification, users must approve the request from Approval Central.
For more information about email-based approvals, see . Approving or rejecting requests via email
Auto-approval chain for service requests
A new auto-approval chain is available for use with custom service request approvals. You can use the
auto-approval chain to configure BMC Service Request Management so that service requests require approval only
under certain conditions. For example, a service request might require approval based on the user's response to a
question. For more information, see . Configuring the auto-approval chain (advanced)
Updates to the UI
Version 8.1 of BMC Service Request Management includes a number of UI changes that simplify navigation and
improve usability:
The design of the Work Order Console UI has been updated to more closely match other consoles in BMC
Remedy ITSM.
The menu is no longer available on the Work Order Console. As of version 8.1, the BMC Remedy Consoles
ITSM application consoles can be accessed only from the fly-out menu. Applications
The menu is no longer available in the Work Order Console. As of version 8.1, console Console Focus
focus is changed by clicking the hyperlink. Work order and task details are Show Tasks/Show Work Orders
no longer displayed by selecting an option, but by clicking a hyperlink.
You can select additional columns to add to the Work Orders table on the Work Order Console by clicking Pr
. eferences > Add Columns
The menu is no longer available in the Work Order form. As of version 8.1, commands that were Advanced
listed under the menu are now available from the menu. The c Advanced Functions View Service Request
ommand now includes the service request number, such as . View REQ000000006315
The option has been added toWork Order Console preferences. You can use this option to After New Save
specify whether the Work Order form opens in New mode (the default) or remains in Modify mode after you
submit a work order.
When a user requests a service, the fieldin the Provide Information formis now blank Required Completion
by default. In previous releases, this field defaulted to the same value as the field. As Expected Completion
in previous releases, this field is still optional.
Enhancements to BMC Knowledge Management
This topic describes the product enhancements available
with version 8.1.00 of BMC Knowledge Management.
Create hyperlinks to other knowledge articles
Create "bookmark" hyperlinks within knowledge articles
Version 8.1.00 of the BMC Remedy ITSM Suite includes a number of console changes that simplify navigation:
The menu is no longer available on the Knowledge Management console. As of version 8.1.00, Consoles
the BMC Remedy ITSM application consoles can be accessed only from the flyout menu. Applications
The menu is no longer available on the Knowledge Article form. As of version 8.1.00, options that were Links
listed under are now available in the menu. Links Functions
You can select additional columns to add to the knowledge article table on the Knowledge Management
Console by clicking . Preferences > Add Columns
Users can now approve requests via email. When a request
requires an approval, an email is sent to approvers of that
request. If email-based approvals are enabled, users can
approve or reject the request from within the email.
However, if the approval process configuration defines that
the approval requires a password or that rejection requires
a business justification, users must approve the request
from Approval Central.
For more information, see and . Configuring email-based approvals Approving or rejecting requests via email
Create hyperlinks to other knowledge articles
You can now create hyperlinks to other knowledge articles in a rich text field. For more information, see Inserting
. links
Create "bookmark" hyperlinks within knowledge articles
You can now create hyperlinks to certain words or phrases in a knowledge article. You can use these hyperlinks to
connect pieces of information in different rich text fields. For more information, see . Inserting links
Impacted Areas
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:
Overview console table can be sorted
Enhancements to BMC Service Level Management
This topic lists the new features, enhancements, and
changes to the functionality for this release of the product.
BMC Service Level Management customization using overlays
BMC Real End User Experience Monitoring plug-in
BMC Atrium Service Context
IPv6 support
New features for supporting applications and tools
Web-enabled dataload tool for Data Management
Discontinuation of BMC Remedy User client and BMC Remedy Alert
The BMC Service Level Management 8.1 installation has been greatly simplified:
The panel is easier to read. Installation Preview
Most of the application configuration is now removed from the installer. The following configuration modules
were removed from the installer, but their instructions are linked below:
Service Context Configuring BMC Atrium Service Context
Crystal Reports Showing or hiding Crystal Reports
Collector database connection (when installing
Collector)
Configuring database settings for the Collector
Collector AR API password (when installing
Collector)
Configuring BMC Remedy AR System settings for
the Collector
For additional instructions on configuring BMC Service Level Management, go to . Configuring after installation
BMC Service Level Management customization using overlays
For details, see . Customizing BMC SLM using overlays
The BMC Real End User Experience Monitoring plug-in collects metrics data from a BMC Real End User
Experience Monitoring system. The plug-in uses theBMC Real End User Experience Monitoring REST APIs to
discover and collect metrics from BMC Real End User Experience Monitoring Watchpoints.
Note
BMC Real End User Experience Monitoring was formerly calledBMC Coradiant TrueSight. As a
result, the plug-in that you see when you configure the Collection Node will still be called BMC
Coradiant TrueSight.
For more information, see the following sections:
Configuring BMC Real End User Experience Monitoring
Installing the SSL Server certificate for BMC Real End User Experience Monitoring
Configuring the BMC Real End User Experience Monitoring plug-in
BMC Atrium Service Context
Note
Currently, the Service Context display is not accessible from the SLM Console or Dashboards;
however, BMC SLM is a provider of data to Service Context.
BMC Atrium Service Context enables you to view critical information about a business service and its performance.
Information, such as related incidents, changes, and configuration items (CIs), is displayed in a summarized format
that employees across your organization can access. The details that you see on, for example, the incident request,
are the same details that are shown in BMC Atrium Service Context in the applications of the BMC IT Service
Management Suite. This ensures that everyone in your organization is working with the same information.
Some of the information that you can see includes related CIs, incidents, outage records, and completed changes.
Understanding the relationship between a business service and its environment helps you to prioritize your
investigations and align your decisions with your service level agreements and the overall goals of the business.
For more information about compatible browsers, see the Compatibility Matrix on the Product Availability and
. Compatibility page
For information on configuring BMC Atrium Service Context, see and the Configuring BMC Atrium Service Context B
. MC Atrium online documentation
IPv6 support
The BMC Service Level Management application, Collector, and Collection Point all supports the same operating
systems and databases for Internet Protocol version 6 (IPv6) as BMC Remedy AR System, as described in Support
in the BMC Remedy AR System 8.1 online documentation. You can install the BMC Service Level for IPv6
Management application on an AR System server in an IPv6 configured network and make it accessible to clients on
IPv4, IPv6, or both IPv4 and IPv6 (dual stack) configured hosts.
To add a new client in the Collector Console and use IPv6 settings, see Configuring administration settings for the
. Collector
New features for supporting applications and tools
The ITSM Foundation contains the common forms, workflows, and data needed to support the applications as well
as a repository for data structures that are used by the applications. For information on the new features provided by
the applications and tools that support the Foundation, see:
Data Management tool.
BMC Atrium Core. For more information, see BMC Atrium Core . Version 8.1.00
BMC Remedy Action Request (AR) System. For more information, see BMC Remedy Action Request
System . Enhancements in version 8.1.00
Web-enabled dataload tool for Data Management
For general information on data management, see the following topics:
Data Management usability enhancements
Data Management
For a list of the BMC SLM out-of-the-box templates, see . Configuring an Atrium Integrator job for a Load step
Discontinuation of BMC Remedy User client and BMC Remedy Alert
Starting with the BMC Remedy AR System 8.1 release, the BMC Remedy User and BMC Remedy Alert clients are
. You can continue to use your BMC Remedy User and BMC Remedy Alert 7.6.04 clients with a no longer installed
BMC Remedy AR System 8.1 server.
For details, see the End of Life statement at http://documents.bmc.com/products/documents/61/94/106194/106194.
. pdf
Enhancements to BMC Remedy ITSM Process Designer
This section contains information about enhancements provided in BMC Remedy ITSM Process Designer 8.3.03.
New sort order for process mapping
A new sort order for process mapping is introduced. A new field, is added to the wizard Sort Order Process mapping
that specifies which process takes precedence over the default process look-up order. By default, the Sort Order
field is set to blank.
The Sort Order field follows the following order of process look-up:
Company
Sort Order (the higher value takes precedence over the smaller value)
Operational Categorization Tiers (1,2,3)
Product Categorization Tiers (1,2,3) and Product Name
Request Status
Note
The processes within a company take precedence over the Global company.
The processes resulted from a match with the values entered in the request fields
take precedence over the matches from blank values.
Adding support for BMC Remedy OnDemand
With this release, BMC Remedy ITSM Process Designer supports version 2013.01 of BMC Remedy OnDemand.
Enhancements to the BMC Remedy ITSM Suite Preconfigured Stack installer
The BMC Remedy ITSM Suite Preconfigured Stack version 8.1.00 installation program has been simplified. When
you run the installation program, you are asked to select the type of installation that you want to perform:
AR System Server Installs the BMC Remedy AR System server, Approval Server, Assignment Engine,
Email Engine, and Flashboards. Also installs the AREA LDAP, ARDBC, Web Services, SNMP, and FTS
plugins.
AR System Mid-Tier Installs the BMC Remedy Mid Tier (and Crystal Web Application if BOXI installation is
available).
AR System Clients Installs BMC Remedy Developer Studio (and the Localization Toolkit), BMC Remedy
Data Import, and BMC Remedy Migrator.
For a detailed list of installed applications, the installation procedure, system requirements, and hardware and
software requirements, see . Installing the BMC Remedy ITSM Suite Preconfigured Stack
Enhancements to BMC Remedy AR System
Note
The links on this page take you to the BMC Remedy AR System space.
This section provides information about the following enhancements in this release:
BMC Remedy AR System enhancements in version 8.1.00
BMC Remedy Migrator enhancements in version 8.1.00
See the following for more information about enhancements in version 8.1.00: What's New video
Watch video on YouTube at http://www.youtube.com/watc
h?v=d5Ksm0Ze0uk
Enhancements to BMC Atrium Core
Note
The links on this page take you to the BMC Atrium Core space.
With 8.1.00, BMC Atrium Core has been enhanced with the
following new features and changes. This version
incorporates new features since the 8.0.00 release of BMC
Atrium Core.
Installation enhancements in version 8.1.00
IPv6 enhancements in version 8.1.00
Common Data Model enhancements in version 8.1.00
Atrium Integrator enhancements in version 8.1.00
Reconciliation Engine enhancements in version 8.1.00
Normalization Engine enhancements in version 8.1.00
BMC Atrium Service Context enhancements in version 8.1.00
Tip
For information about issues corrected in this release, see . Known and corrected issues
Version 8.1.00 was released shortly after version 8.0.00, a major release that contained significantly more
enhancements. If you are considering an upgrade from a version prior to 8.0.00, you might be interested in seeing
the . enhancements listed in the documentation for version 8.0.00
Important
If you are upgrading from BMC Atrium Core 7.5.00 and patches of this version, you must run the
datamig utility after your upgrade. If you are upgrading from BMC Atrium Core version 7.6.03,
BMC Atrium Core 7.6.04, or the respective patches and service packs of these versions, and you
have not applied the Product Catalog Data Prerequisite Patch 1 or the IaaA hotfix, run the
datamig utility after the upgrade. For more information, see [Cleaning up normalized CI
.|ars81:After you upgrade Atrium Core (with overlays)] relationships
Related topics
Known and corrected issues
Corrected issues in version 8.1.00
The following topics contain information about corrected issues in version 8.1.00 of BMC Remedy ITSM Suite:
Corrected issues in BMC Change Management
Corrected issues in BMC Service Desk
Corrected issues in BMC Service Request Management
Corrected issues in BMC Remedy ITSM Process Designer
Corrected issues in BMC Atrium Core
Corrected issues in BMC Remedy AR System
Corrected issues in BMC Change Management
The following issues have been corrected in this release:
Tracking ID Description
SW00399032 With a custom approval process configured, when you
tried to reject a release request, the field Status
became read-only and the Process Flow bar continued
to display the and options. Approve Reject
SW00422268 The field under the Advanced Search Last Modified By
bar on the Change form was not available to non-admin
users.
SW00429019 You could modify a change request without saving the
parent release request, but you could not modify an
activity without saving the parent release request.
SW00429340 In the Best Practice view, change requests that you
created for another user from a different company (by
filling the field) were affected by rules Requested for
that were created for your company.
SW00429401 While adding new content to the layout on the IT Home
page, if you selected Show > Changes Pending
, the results returned when Approval by Categorization
you clicked a bar on the graph were not correct.
SW00429589 Change requests and activities were not executed in the
sequence that you specified in the tab of the Manifest
related release request.
SW00432874 When you viewed a latent change request, the tab Task
was displayed persistently.
SW00433040 As a Change Manager, you could modify the Status
field on closed change requests. Reason
SW00433042 You could modify information in change Requested For
requests that were in the Planning in Progress state.
SW00435603 The field in new change Change Location > Address
requests was not populated when you used a custom
Change Template that included site information.
SW00410558 While configuring an approval process, you were able to
set the status of a release request to Registered when
its state was Rejected.
SW00428971 Recurring time segments were not displayed correctly
on the BMC Change Management Calendar.
SW00429714 Some notification tags were available for selection when
you were configuring notifications, even though they
were not supported.
Unsupported notification tags now have the Note:
Obsolete status.
SW00432061 If you enabled the Create Service Request on Submit
rule in BMC Change Management, when you changed
the status of a change request, the status of the
associated service request was not updated.
SW00435125 The setting did not Change Work Info Required For
validate Work Info entries that were added to change
requests at any risk level.
SW00435495 If you set the locale to pt_BR and you were not a
member of the assigned Change Coordinator group,
tasks opened in read-only mode in Microsoft Internet
Explorer 8.
SW00437181 You were able to save an Impacted Area record with an
invalid value as long as you specified valid Site Group
and values. Company Region
SW00437408 There was a difference in behavior between BMC
Change Management and BMC Service Desk when you
tried to edit a change request, incident, or problem if
you were not a member of the access permission group.
SW00437416 CI collisions were not detected for copied change
requests.
SW00438132 The following error message was displayed when you
you tried to save a change request after accessing the
Atrium Explorer (by clicking the link), if you Explore CI
did not have BMC Remedy AR System Administrator
permissions:
You do not have write access to this
field. : Explorer Init (ARERR 330)
SW00438279 You could not create a task for a phase when the
change request was rejected if the Enforce Task
rule was enabled. closure at Each phase?
SW00426749 The field mapping on the Notification Type
RMS:Release form was hard-coded, which prevented
notifications from being generated through the
RMS:RLM:NotificationGenerator_899_NotificationProce
ssControl filter.
SW00421763 With the and Enable Task Phase Management Enforc
rules set to on the e Task Closure at each phase Yes
Change Rules form, tasks that you created for a
particular phase did not become active when you
promoted a change request to that phase after
canceling other sequenced tasks by clicking . Cancel
SW00430994 The button was not available even when you Save
modified the or fields in a change Region Site Group
request.
SW00437181 When you added an Impacted Area to a change
request, Site Group information was not validated
before you saved your changes.
SW00439134 The Release Management approval mappings
configuration section should have replaced all instances
of with . Release Manager Release Coordinator
SW00439387 The filter in the Assigned to my Selected groups
Change Management Console also displayed change
requests that were assigned to offline support groups.
SW00439640 When you used the Copy Change function, there was
no way to avoid copying tasks that were in the Closed
or Canceled status.
SW00439793 While promoting a new change request from the Initiate
stage to the next stage, if you clicked in the Save Chan
pop-up dialog box without filling any fields, ge Initiation
an error message appeared. This was expected
behavior.
However, when you dismissed the error message, the C
field label was truncated. hange Coordinator
SW00439817 When a change request entered its approval phase, the
and links became inactive. Impacted Areas Financials
tried to updated Effort Log entries, even if you had the
required Change Coordinator or Change Manager role:
You can only update the effort duration
for an effort entry for which you are the
Coordinator or the parent infrastructure
change manager. (ARERR 5220105)
clicked in the of Impact Analysis Relationships tab
change requests:
Associate at least one CI to Change
Request with Relationship Type other than
Impacts and try again. (ARERR 45611)
SW00441422 The operation timed out when you promoted a change
request to the next stage, causing a large number of
tasks to become active, or when you canceled a change
request that had a large number of related tasks.
Corrected issues in BMC Service Desk
The following issue has been corrected in release 8.1.00 of
BMC Service Desk.
Issue number Description
SW00430698 In the Incident Management Best Practice view, theCat
and tabs are not visible by default egorization Tasks
after you upgrade from one of the following versions of
BMC Remedy Incident Management:
7.0.3 Service Pack 8 (and later)
7.6.04 Service Pack 1 (and later)
Corrected issues in BMC Service Request Management
The following issues have been corrected in this release:
Defect ID Description
SW00371942 The obsolete topic, "Adding new languages for
integration components," appeared in the offline
documentation.
SW00418160 The one-time cost and the recurring cost of a service
were displayed in different currencies.
SW00418750 When you created a service marketing slide for a locale
other than en_US and you used the field to find Search
the service request definition (SRD) to associate with
the slide, when you clicked to choose the SRD, Select
an error message was displayed.
SW00421938 You could save a work order with invalid information in
the , , and related Request Assignee Request Manager
fields.
SW00423726 If you renamed a condition in a process definition
template (PDT), the condition no longer functioned.
SW00424835 After an upgrade to BMC Service Request Management
8.0.00, the icon was not displayed for requests Ready
that were added to the cart in the Request Entry
console before the upgrade.
SW00425317 After an upgrade to BMC Service Request Management
8.0.00, draft requests that were created before the
upgrade did not display the submitted date in the My
Requests pod.
SW00427652 The status of related service requests did not stay
synchronized with status changes in latent change
requests.
SW00428120 When a change request was created from a service
request by using a change template, the change class
value was set by using the default value rather than the
template value.
SW00428582 When a draft service request was opened again for
completion, the Required Completion and Expected
Completion values were not recalculated based on the
current date and time.
SW00429176 If you exported an SRD with images attached to the Inst
field, the images were not displayed correctly ructions
after the SRD was imported.
SW00429196
SW00428899
In Product Ordering, you could not see milestone
information for purchase requisitions (PRs) that were in
progress. You could see milestone information only
when the PR was completed.
SW00429628 When you upgraded from a version of BMC Service
Request Management earlier than version 7.6.04,
Service Offering prices might not have been displayed
correctly.
SW00429866 For an SRD with no questions defined, if you added the
request to the cart, the column in the Cart Ready
Review table might have shown that the request
required additional information. This prevented you from
submitting the cart.
SW00430184 During installation, if you enabled BMC Remedy AR
System Java plug-in logging, you might have seen an I
dentity Request Management form not found
error in the file. This error came from arjavaplugin.log
the RMDY.ARDBC.IDM.PLUGIN.AGNOSTIC plug-in.
SW00430637 If you installed or upgraded BMC Service Request
Management 8.0.00 on a stack where the foundation
was not at version 8.0.00, following which the
foundation was upgraded to 8.0.00, you had to change
the value of the field in the Form Type
SHR:SchemaNames form to for all Staging Form
staging form records.
SW00431984 Field labels in Request Details were not displayed
correctly in German and Spanish.
SW00432583 Clicking in Approval Central opened a blank Request ID
Request Details form.
SW00433289 When creating a work order, you could not enter part of
a service name in the field to see a list of Service
matches.
SW00434319 The Broadcast window opened when the Broadcast
option was set to in Auto Popup On New Broadcast
the tab of the Request Preferences Request Entry
form. However, there were no new broadcasts.
SW00437623 An error occurred when you generated a survey if you
resolved an incident for a user with an email address
longer than 50 characters.
SW00438065 If you modified entitlement rules while users were
logged on, the users could see all services, not just the
services they were entitled to see.
Note
These links take you to the BMC Remedy Service Request Management space.
Corrected issues in BMC Remedy ITSM Process Designer
This topic lists the issues that are corrected in BMC Remedy ITSM Process Designer version 8.3.03.
Issue Description
SW00432871 In the French localization, the processes disappeared
on promoting them from Design to In Test status.
SW00437083 The following error message was displayed when
Process Designer Integration Configuration Tool
(PDICT) was used on the BMC Remedy ITSM server
version 8.0.01:
. Version not Supported
SW00436600 The following error message was displayed when the
HTTPS server was used without a valid certificate:
. Peer not authenticated
SW00436502 After you installed the ARID plugin manually on a UNIX
or Linux computer, the ARID plug-in did not save the
configuration record, and an error message was
displayed.
SW00435954 The Wizardfor creating Purchase Request Line Item did
when the CI Type (a not progress to the next stage
mandatory field) was not selected.
clicked the button after opening the first task that OK
had a unique task name:
. Duplicate Task Name
SW00435828 In the Web client of BMC Remedy ITSM Process
Designer, the menu command did Create Test Copy
not work correctly.
SW00435791 The correct version of the process was not attached to
the request when two processes for different companies
had the same name.
SW00435432 The BMC Remedy ITSM Process Designer User Guide
contained references to the BMC Remedy ITSM
Process Designer Integration User guide, which does
not exist.The description of the field on the Outcome D
tab of the Task form was also incorrect. etails
SW00435413 PDICT forced you to perform Best Practice installation
when there was anycustomizationdetected on the
existing forms.
SW00435147 The Name drop-down menu on the Customer tab in the
Create New Request window displayed a list of users
that included non-Support personnel.
SW00435146 Processes became blank after you updated them by
using the BMC Remedy ITSM Process Designer Web
client.
SW00435142 PDICT failed when you disabled administrative
operations on thethe ser BMC Remedy Action Request
ver.
configured Create Work Order with a company location
that was different than the customer company
Message type: Error Status
List:Value does not fall within the
limits specified for the field
SW00435131 When you installed BMC Remedy ITSM Process
Designer on a server with non-English locale, the
Process Visualisation form was not imported.
SW00435126 An error occurred when you tried to progress the Create
New Request wizard from the Work Order tab to the
Categorization (optional) tab.
SW00435036 You could not access the BMC Remedy ITSM Process
Designer Web client if multiple versions of Java were
installed on the computer that you were using.
SW00434757 When you clicked the b Go to Product Categorization
utton, a warning message was displayedand the
Product Categorization search form did not open.
SW00434752 If a global process and a company process had the
same name, the global process was attached to a
request instead of the company process.
SW00434610 When you changed the name of a process in process
properties, its version number was not updated
automatically.
SW00434609 When you specified a new Task Name while creating a
Task, it was added to the drop-down menu Task Type
for subsequent Tasks.
SW00434608 When you specified a new Task Type while creating a
Task, it was added to the drop-down Task Category
menu for subsequent Tasks.
SW00434604 The following error message was displayed in PDICT
when the core definition file was imported:
Character string exceeds maximum size
. allowed
SW00434595 Not all form names were displayed in the drop-down
menus in the Process Properties when the number of
forms on the server exceeded the value that you set in
in AR Server Settings Configuration. getlist
SW00434575 The Additional Process Data and the Additional Service
Request Data tables did not display the same field
names.
SW00434455 The following error message was displayed in PDICT
when you added or modified the (Data Visualization
Mode) DVM entries if you were using an Oracle server:
. Violates unique index
SW00434310 When you created a Service Request Definition by
using BMC Remedy ITSM Process Designer, it was not
found by using the Request ID on BMC Change
Management console or BMC Incident Management
console.
SW00434246 When you marked multiple fields as mandatory while
creating a new process, the related tasks remained in
the Assigned state and did not progress, although the
values were entered in these mandatory fields.
SW00434012 In the French localization, the processes in the In Test
state were not visible.
SW00434011 When the Request Tracker failed, the tasks were not
created for BMC Service Request Management, and the
Process Details Page field was not visible on BMC
Service Request Management.
SW00434010 The predefined queries did not execute at runtime.
SW00434008 At run-time, the in Email Action was not Process field
replaced with the appropriate value.
SW00434007 The following error message was displayed in the BMC
Remedy ITSM Process Designer client when you
created the Set Field Action on task completion
Set Outcome action cannot be run on
complete.
SW00434004 The Process Designer wizard was launched in BMC
Service Request Managementdespite setting the Laun
option to No. ch Wizard
SW00434001 BMC Remedy ITSM Process Designer was not
launched from the BMC Remedy OnDemand
environment.
SW00433998 The tab did not open on the Process Processes
Designer form when the Configuration BMC Remedy
erver was configured to not allow Action Request S
unqualified searches.
SW00433997 The users who did not have the administrator
permissions were not able to log in to the onPremise
version ofBMC Remedy ITSM Process Designer.
SW00433996 In the localized version of BMC Remedy ITSM Process
Designer, the text menu options were not displayed for
all field types except the field. Process
SW00433989 The button was not displayed when Process Details
the Related fields were not present in the process.
SW00433987 Atrun-time, incorrect processes were mapped to the
product when you created the Work Order for that
product. This issue occurred when the Process Mapping
form included the Product Name field, and was related
to that Work Order Application.
SW00433985 The were not filtered per Categorization Tiers
application in the Process Mapping form. The
Categorization Tiers were selected for an application
even though they were not configured for a specific
application.
SW00433984 The Process lookup did not work correctly with BMC
Change Management, when:
Attaching the process using complete Operational
and Product Categorizations
Attaching the process using incomplete Operational
and complete Product Categorizations
For more information,seeNew sort order for process
mapping.
SW00433755 The **button did not display custom Set Field Action
forms in the Request forms list.
attempted to close a TMS Task, or an Ad-Hoc Task that
was not generated by BMC Remedy ITSM Process
Designer:
Get Error "Requested field cannot be left
blank: ABYD:ARI Job:Parent Request ID
SW00433305 BMC Remedy ITSM Process Designer created the
TMS:Tasks form filled with incorrect entries in the
Assignee Groups field.
SW00433271 The Process Restart workflow was executed for a non
Process Designer change request.
SW00433245 When trying to close the tasks, the TMS:Tasks form
was not closed and the ARID workflow continued to run.
SW00433188 An error occurred while running PDICT when checking
the ABYD:JNLP entry.
SW00433147 The Process Wizard displayed unqualified search error
on the BMC Remedy Action Request Server when you
clicked the button on the Next Step Process Wizard.
SW00433114 The following error message was displayed
intermittently when BMC Remedy ITSM Process
Designer was launched:
. Unable to launch the application
SW00432931 BMC Change Management and BMC Service Request
Management dashboard did not work correctly on
servers where BMC Remedy ITSM Process Designer
was installed.
SW00432869 An error message was displayed when logging was
disabled.
SW00432868 Company Specific Operational Categorizations were not
visible in the drop-down menu Operations Tier in the
Create New Request form.
SW00432866 The companies were not displayed in the Process
Explorer and the following error message was displayed
when BMC Remedy ITSM Process Designer was
launched from BMC Remedy OnDemand environment:
. Index 2000: Size 2000
SW00432865 BMC Remedy ITSM Process Designer client did not
operate correctly within the BMC Atrium SSO
environment.
SW00432863 You could not select a template in the Create New
Request actionthat was selected in the Create New
Request form earlier.
SW00432862 An error message was displayed when you deleted the
Create New Request action while saving the process.
SW00432857 An error occurred when you promoted the process from
In Test to Live.
SW00432830 After you re-installed the BMC Remedy ITSM Process
Designer core application, the form related to
ABYS:SRM:Request_TaskFieldJoin on BMC Incident
Management did not exist on the BMC Remedy Action
server. Request
SW00432829 The Update Request action did not work correctly when
you worked with the Q&A fields.
SW00432827 A Task with multiple Set Fields Actions could not be
completed.
SW00432826 In BMC Service Request Management, when multiple
approvals were required, all the tasks were not
assigned as defined in the approval mapping.
SW00432825 The tasks remained in the Assigned state when the
approval task was completed.
SW00432823 The following error message was displayed when the
task was completed using Wizard in BMC Process
Incident Management.
. Unqualified search
SW00432822 BMC Remedy ITSM Process Designer approvals were
not created for BMC Change Management.
launch within the Reverse Proxy environment.
launchin Internet Explorer version 8.
SW00432799 The changed Wizard Outcome label of the task in the
process was not displayed in the Application Request
Process wizard.
SW00437417 A new Service Request Management request was
created when the process attached to the existing
Service Request Management request created an
Incident request or a Change request.
SW00435314 A Change request was not created when was Global
listed in the field in Create New Support Company
Request action.
SW00435612 The check box was displayed when Launch Wizard
selecting designer processes in Service Request
Definitions. Is this really a defect?
SW00435145 When you set the field in the Process Set Field
template to an integer value, the Additional Details tab
in the request was not automatically populated.
SW00433908 The field in Tasks was not automatically Requester
populated with the requester's name.
SW00437339 When an Incident Request was automatically created
through a Service Request Definition, theFulfillment
tab was not populated. Incident Requests
SW00437528 A new sample request could not be created by using
theDesigner Sample form.
Corrected issues in BMC Atrium Core
For a list of corrected issues in BMC Atrium Core, see , which lists Known and corrected issues for BMC Atrium Core
corrected issues in the same table that is used to list the known issues.
Corrected issues in BMC Remedy AR System
This section provides topics that list issues that were reported earlier in the following components and have been
resolved in this release:
BMC Remedy AR System corrected issues in version 8.1.00
BMC Remedy Migrator corrected issues in version 8.1.00
BMC Remedy Encryption Security corrected issues in version 8.1.00
Note
These links take you to the BMC Remedy AR System space.
Updates to this documentation
This topic provides information about what is new or changed in the BMC Remedy IT Service Management (BMC
Remedy ITSM) 8.1 documentation.
Tip
To stay informed of changes to this space, on this page. place a watch
Date Title Summary
March 08, 2013 Process Designer documentation in
online format
Added online documentation for
BMC Remedy ITSM Process
Designer.
Process Designer documentation in online format
March 08, 2013: The following information was added.
To provide more accurate and usable information, the documentation is now BMC Remedy ITSM Process Designer
available in the documentation portal rather than as attached PDFs.
Frequently asked questions (FAQ)
This topic provides answers to frequently asked questions.
How do I add products to the Product Catalog?
You can add product categories to the Product Catalog by using the Application Administration Console. For
more information, see . Creating product categories (optional)
How do I install the BMC Remedy ITSM help files?
There is a separate installer for installing help. For more information, see . Installing help
How do I configure group assignment?
You can create group assignments by using the Application Administration Console. For more information, see G
. roup assignment
Is there a way to turn off notifications for individuals?
Yes. For information about how to do this, see . Setting notification preferences
If a user's default notification method is set to Email on
the CTM:People form, then why do notifications use Alert?
Alert is the Default notification method specified for all notification events on the NTE:CFG-Notification Events
form. This default overrides the notification method specified on the CTM:People form. For information about
how to make Email the default method of notification, see Setting notification preferences
Is there a list of all notifications that go out?
Yes. See . Notification events
How does an AR System Administrator disable a
notification for all users?
From the , the AR System Administrator changes the status of the message to SYS-Notification Messages form
Offline.
Which notifications are captured by the Notification Audit
log on the Notifications tab of the People form?
The log captures all notifications received by that user. Notification Audit
How can I see all of the notifications that were sent about
a specific service request?
To see all of the notifications related to a specific service request, open the service request record and look at
the log. This log lists the notifications that were sent and how they were sent: by pager, email, Notification Audit
or Alert.
How can I modify an existing notification or add a new
one?
For information about how to do this, review knowledge article . Although this article was written for an KA337334
earlier BMC application, BMC Remedy ITSM Suite 7. uses the same notification engine (although the filter x
names can vary).
Note
BMC considers modifications to the notifications to be a customization. If you modify a notification,
make sure that you fully document any changes that you make and be sure to test the changes
thoroughly before implementing them in a production environment.
How do I create an incident request using email?
To create incident requests using email, your environment must first be configured to allow it. See Configuring
for information about configuring the environment to allow the creation of incident the Email Rule Engine
requests using email. See for information about how to create Creating an email generated incident request
incident requests using email in environments that are configured for this feature.
Key concepts
This section introduces you to high-level concepts thatshould be understood before you use the BMC Remedy
ITSM Suite applications:
Hub and Spoke capability overview
Architecture
User roles
Products in the suite
Business Service Management (BSM)
Service Desk Optimization
Service Catalog and Request Management
Calbro Services company example
BMC Service Management Process Model
Foundation objects
Service Asset Lifecycle
Comprehensive Change and Release Management
Business value
ITIL and BMC Remedy ITSM
Value of knowledge base search
BMC Remedy ITSM Process Designer
Value paths
BMC provides value paths that contain prescriptive steps and recommendations for realizing value and achieving
Business Service Management maturity. You can use these value paths to create your own projects for automating,
integrating, and optimizing ITIL-based service support processes across IT. The value paths are built from the BMC
. Service Management Process Model
The following value paths are applicable to the BMC Remedy IT Service Management and BMC Remedy
OnDemand solutions:
Manage Cost, Improve Utilization, Ensure Compliance
Standardization, consolidation, and simplification
Define scope of service, cost reduction and customer satisfaction
Minimize impact and manage volume and demand
Hub and Spoke capability overview
This topic provides conceptual information about the Hub and Spoke capabilities of BMC Remedy IT Service
Management (BMC Remedy ITSM). It also provides information about:
Supported applications
User ID consideration
For information about configuring your installation for the Hub and Spoke capability, see Setting up the Hub and
. Spoke capability
Using multiple BMC Remedy ITSM systems linked together, the Hub and Spoke capability enables a service
provider company (the ) to set up the logical topology required to support multiple operating companies (the hub spo
) while ensuring data security between the service provider and individual operating companies. kes
Note
Service Provider Company and have specific meanings in the hub and Operating Company
spoke environment:
A Service Provider Company provides services to operating companies. When a service
provider company is created, the Company Type attribute, which can have multiple
values assigned to it, must include the Service Provider company type as one of those
values.
An Operating Company consumes the services of a service provider company. Operating
companies are defined with the Service Provider company type. never
Using the Hub and Spoke capability, a member of the service provider's support staff can work with records from
any of the operating companies with which the support staff person is registered. The hub system receives and
stores only a subset of the data from the original record (company name, client name, record type, and record ID
number). The rest of the record's data remains securely on the spoke system. The hub system then displays the
transactional data in the corresponding application console on a workstation connected to the hub server. There, a
member of the support staff can open the record directly from the spoke server, view the record's details, and work
the record through its lifecycle.
For example, Francie Stafford is a member of the support staff of Calbro Services, which is a service provider for
several operating companies. Francie opens her Incident Management console and sees three newly assigned
incident requests, one each from Operating Company A, Operating Company B, and Operating Company C.
Because Calbro Services uses the Hub and Spoke capability, only the information shown on Francie's console is
actually stored on the hub server. When Francie opens the new incident request from Operating Company B, she is
automatically connected to Operating Company B's BMC Incident Management system (which is on the spoke
server), where she views the incident request's details and works with the incident request through its lifecycle.
The local BMC Remedy ITSM configuration and business rules are maintained on each spoke server, according to
the business-specific or local regulatory requirements of the operating company. The following list describes some
of the business rules and types of data that are maintained on the local spoke server:
Approval mappings
Asset data in the Configuration Management Database
Assignment rules
Audit and archive data
Business time segments
Financial configuration
Notifications
Product and operational categories
Risk configuration
Rules
Service targets
Templates
In addition to the types of information in the preceding list, any data associated with BMC Service Level
Management, BMC Service Request Management, or BMC Knowledge Management is maintained only on the
spoke server. It is not transferred to the hub server.
Hub and Spoke architecture
Supported applications
The Hub and Spoke capability is supported from the following applications or consoles:
BMC Change Management
BMC Service Desk: Incident Management
BMC Service Desk: Problem Management
BMC Service Request Management - Work Order application
Overview console
User ID consideration
When creating user IDs for the service provider company staff, they must be unique across the entire hub and spoke
system.
User IDs for operating company staff need to be unique only on their respective spoke server.
Related topic
Setting up the Hub and Spoke capability
Architecture
This section describes the BMC Remedy IT Service Management (BMC Remedy ITSM) architecture, including its
relationship to BMC Remedy Action Request System server (BMC Remedy AR System server) and BMC Atrium
Core. It also provides the following information:
BMC Remedy ITSM Process Designer architecture
Categorization
Organization of modules, applications, and subsystems
Deployable application structure model
Assignment architecture
Notification Engine
Command Automation Interface
Requester console architecture
Foundation
Changes to the BMC Atrium CMDB for BMC Remedy ITSM
Join architecture
A database forms the underlying element of the BMC Remedy ITSM architecture. The BMC Remedy AR System
server is on top of the database. BMC Remedy AR System server processes all data entered by BMC Remedy
ITSM applications. In addition, the BMC Remedy AR System server is the workflow engine between the BMC
Remedy ITSM applications and the database. It also verifies that a user has permission to perform each action,
thereby enforcing any access control defined in the applications.
In this capacity, the BMC Remedy AR System server is the interface between the database and the BMC Atrium
Core, which includes the Product Catalog and BMC Atrium Configuration Management Database (BMC Atrium
CMDB). BMC Atrium CMDB stores information about the configuration items (CIs) in your IT environment and the
relationships between them. BMC Atrium CMDB makes this information available to the BMC Remedy ITSM
applications and their various shared application components, such as the Task Management System.
The BMC Remedy AR System server also manages the following:
The BMC Remedy Approval Server is a self-contained, shared module that enables you to automate any
approval or signature process. For more information about BMC Remedy Approval Server, see Adding
. approvals to an application
The BMC Remedy Assignment Engine enables you to automatically assign requests to individuals. For more
information about BMC Remedy Assignment Engine, see . Assigning requests with the Assignment Engine
The relationships among the database, BMC Remedy ARSystem server, BMC Atrium Core, shared application
components, and the BMC Remedy ITSM applications are shown in the following illustration.
BMC Remedy ITSM architecture
Related topics
BMC Atrium Core architecture and features
BMC Remedy AR System and components architecture
The BMC Remedy ITSM Process Designer application functions on the basis of process inheritance. A process
within a BMC Remedy ITSM application inherits workflow rules from a process template that was designed by using
BMC Remedy ITSM Process Designer. When you raise a new ticket or request in a BMC Remedy ITSM application,
you can select (or a system can automatically select) a process template. The process template is selected
depending on the category, type, and item fields, of the request, or any other field combinations that you define.
BMC Remedy ITSM Process Designer uses a user interface based on Java Swing as the graphical tool for
designing and deploying processes. You launch the Java graphical tool from a browser by using Java Web Start
technology.
After you associate the process with the request, the BMC Remedy Action Request System (BMC Remedy AR
System) Java API generates a set of tasks, dependencies, service level agreement targets, actions, and related
fields validation for that request. The tasks are assigned to the business groups based on the information stored
within the process definition. The task name, type, category, description, and assignee are copied from each
process template task to the corresponding task record in the BMC Remedy ITSM applications.
After a process template is deployed, it is stored in different BMC Remedy AR System forms, including TMS:Task,
as configuration data. To execute its process steps, BMC Remedy ITSM Process Designer uses the filter API
plug-in.
A process must be set to a status of Live before it can be used for a BMC Remedy request. The process name must
also be mapped to the type of request. The BMC Remedy ITSM Process Designer integration into the BMC Remedy
ITSM Suite provides this ability by using either the service request definition (SRD) for service requests or by using
the BMC Remedy ITSM Process Mapping form for BMC Remedy ITSM requests.
At run-time, and after the process is invoked, the filter plugin known as Abydos Remedy Integration Daemon (ARID)
works as a workflow engine to control the execution of the processes. The workflow engine uses a thread pool to
concurrently execute different processes. When an end-user creates a request for which a mapping has been
defined, the ARID filter plugin creates an instance of the Live process against that request. The ARID plugin then
manages the progression of the process instance, including any actions that are defined with it.
The following diagram shows the components involved in deploying BMC Remedy ITSM Process Designer in the
BMC Remedy OnDemand 2013.01 environment.
BMC Remedy OnDemand deployment
Note
The following diagram contains an icon that represents a software component or module: .
For BMC Remedy OnDemand, BMC Remedy ITSM Process Designer communicates with the DVM plugin by using
XML over HTTP to run create, read, update, and delete (CRUD) operations on the BMC Remedy AR System server.
The DVM then communicates with the BMC Remedy AR System server by using the BMC Remedy AR System
Java API.
When the BMC Remedy ITSM Process Designer client is installed on premise and is not provided through BMC
Remedy OnDemand, it communicates with the BMC Remedy AR System server by using the BMC Remedy AR
System Java API.
End-users can see the progression of the process instance for their request through the Process Tracker servlet,
which displays the process with each task color-coded to indicate the individual status.
BMC Remedy ITSM Process Designer is tightly integrated with the BMC Remedy ITSM and BMC Service Request
Management applications to execute the back-end run-time processes. To enable the invocation of the BMC
Remedy ITSM Process Designer back-end run-time processes, BMC Remedy Process Designer workflows and UI
components are added to the BMC Remedy ITSM and BMC Service Request Management forms.
Categorization
Categorization structures in BMC Remedy IT Service Management (BMC Remedy ITSM) are divided into two
distinct components: and . operational categorization product categorization
Operational categorization is a three-tier structure that helps you to define the work that is being done for a particular
incident, problem, known error, change request, release request, or task. This structure is also used to qualify
reporting in the system, qualify how groups and support staff get assigned, and route approvals.
Product categorization is a three-tier structure that helps you to define a description of the object or service on which
you are performing the work (for example, Hardware, Peripheral Device, Monitor).
Organization of modules, applications, and subsystems
The overall organization of the BMC Remedy IT Service Management (BMC Remedy ITSM) Suite has three layers:
modules, applications, and supporting subsystems.
The top layer consists of modules that provide the interface to users, such as the Requester console. The Requester
console interacts with a back-office application, such as the Incident Management feature of BMC Service Desk or
BMC Change Management.
Applications include the main BMC Remedy ITSM applications: Incident Management feature of BMC Service Desk,
BMC Change Management, Problem Management feature of BMC Service Desk, and BMC Asset Management.
These applications contain logic and user interfaces specific to those application areas.
The final layer consists of supporting systems. This common set of systems supports the applications. Supporting
systems contain generic logic that is specific to an application's function without embedding functionality from other
applications that use its services. Examples of supporting systems include Task Management System, Cost module,
and Contract Management.
The following figure illustrates the relationships among the BMC Remedy ITSM applications and modules.
BMC Remedy ITSM applications and modules
Deployable application structure model
The BMC Remedy Action Request System (BMC Remedy AR System) platform provides the structural component
used in the BMC Remedy IT Service Management (BMC Remedy ITSM) applications to define the deployable
architectural structure. Deployable applications provide functions that support a component architectural application
model:
Licensing enforcement
Encapsulation of permissions
Definition of entry points
Ability to import and export as a whole component
Deployable applications are used to wrap each of the different applications and modules that are provided in BMC
Remedy ITSM applications. Deployable applications contain applications, modules, and helper components.
Applications:
BMC Incident Management (licensed)
BMC Problem Management (licensed)
BMC Change Management (licensed)
BMC Asset Management (licensed)
Modules:
Cost Module (licensed)
TMS
BMC Change Management Dashboards (licensed)
Application Administration Console
Reporting Console
Requester console
Helper components:
Foundation elements
Foundation components, such as message boxes and so on
Site
Company
BMC Atrium Product Catalog
Assignment architecture
The assignment architecture for the BMC Remedy IT Service Management (BMC Remedy ITSM) Suite is based on
a two-phase concept. The first phase is assignment of the support group; the second phase is assigning the support
technician using load balancing technology built into the BMC Remedy Action Request (BMC Remedy AR System)
Assignment Engine.
Phase 1: Support groups
The support group assignment phase is done using BMC Remedy AR System workflow on back-end forms, using
four different inputs:
Organization
Location
Operational categorization
Product categorization
The Assignment form defines the events in which assignment needs to occur. These events are based on the calling
application's assignment needs. For example, the BMC Remedy Change Management application requires
assignment for the change coordinator and the change manager.
Assignment rules are partitioned based on tenancy that has been defined. Each operating company can have its
own set of assignment rules.
Phase 2: Individual assignment
Individual assignment is done using the Assignment Engine. Assignment rules are provided to support Number of
Tickets Assigned, Round Robin, and Capacity process rules:
Number of Tickets Assigned assigns the request based on the person who has the lowest number of
requests assigned.
Round Robin assigns the request to the next person in line.
Capacity uses a formula of the number of requests assigned and a capacity factor to determine total
capacity, and assigns the request to the user with the lowest capacity rating.
Related topic
Assigning requests with the Assignment Engine
Notification Engine
The BMC Remedy IT Service Management (BMC Remedy ITSM) Notification Engine provides a back-end workflow
model for defining which notifications should be sent, based on events in the application. To configure notifications,
the primary option provided with the BMC Remedy ITSM Suite is exposed on the People form for support staff.
Additional behind the scenes configuration is available through back-end forms, but you must understand how all of
the pieces fit together before attempting these types of changes.
Primary functions
The Notification Engine provides the following primary functions:
Determines notification recipients (group or individual)
Specifies the notification text
Initiates the notification delivery (email or pager)
Logs the notification details
For more information about the Notification Engine, see . Notification Engine configurations
Architecture
The BMC Remedy ITSM notification subsystem is available to all BMC Remedy ITSM applications and is connected
to the BMC Remedy Email Engine provided with BMC Remedy Action Request System (BMC Remedy AR System).
Notification Engine architecture
The following major components make up the notification subsystem architecture:
System Events and Message Catalog Defines notification events and notification text
System process control Processes each notification event received from various BMC Remedy ITSM
modules
Notification interface Sends the formatted notification (alert, email, pager)
Notification audit Audits each notification that is visible from the BMC Remedy ITSM modules
Configuration settings and user preferences Manages system default notifications and user notification
preferences.
Related topic
Controlling BMC Remedy AR System through email
The Common Automation Interface (CAI) module provides a common infrastructure that can be shared across
applications including BMC Remedy IT Service Management (BMC Remedy ITSM) applications and the BMC
Configuration Automation for Clients application.
This section provides the following information:
CAI plug-in
Phases of use with TMS
The CAI provides event delivery to the target applications. CAI is a back-end component that does not provide a
front-end user interface. Additional user dialogs can be defined for each integrated component to push data into the
CAI forms. The functionality of CAI is based on the current implementation for SRMS framework command events
and the requirements of the Task Management System (TMS) and Data Management.
The following table lists the functionality that CAI provides for each application or module:
Functionality provided by the CAI
Application or module Functionality provided by CAI
Task Management System (TMS)
Communication with BMC Remedy ITSM applications
Integration with the BMC Configuration Automation
for Clients application
BMC Change Management Integration with BMC ProactiveNet Performance
Management
(support for the Requester Service request framework
console)
Communication with BMC Remedy ITSM applications
Data Management Multi-threading
CAI plug-in
The primary purpose of the CAI plug-in is to transmit events to other back-end applications.
Due to the dynamic nature of the field mappings for each command, and because it is not possible to use workflow
to push values to dynamic fields, the CAI plug-in provides a mechanism to dynamically map data to fields. For
example, the command to generate a back-end request consists of dynamic field values that can be mapped to any
field on the back-end interface forms. Additionally, the CAI plug-in helps address problems that arise with
incompatible permission models.
Phases of use with TMS

This topic provides an overview of how the CAI module is used by the Task Management System (TMS).
Definition phase: Application registration and command definition
Application registration defines the integration attributes to the external applications, such as application name,
connection information, and interface form names.
Command definition describes the commands and the command parameters for each integrated component. For
example, the Requester console has defined a set of commands for interaction with back-end applications. In TMS,
a set of commands is defined for interaction with BMC Configuration Management. In addition, the CAI can include
command parameter mappings to the registered applications.
Construction phase: Instantiation of the command definition as events
Command events are instantiated based on the command definitions. The event is constructed using the specific
command name, and the command parameter values are populated by the integrated components. CAI provides
the form structure and generic workflow for command instantiation. Each integrating component must implement the
workflow to control its specific commands.
Execution phase: Event delivery
The mechanism that delivers the command events to the target system depends on the protocol used.
AR protocol The target is another BMC Remedy Action Request System (BMC Remedy AR System)
application. This plug-in generates the appropriate records as specified in target information of the event.
UR protocol Workflow sets the URL string to the appropriate view field for the browser.
CAI provides the generic event plug-in and each integrating component must implement the workflow to control the
invocation of the plug-in, or use specific workflow for the delivery.
Requester console architecture
If BMC Service Request Management is not available, the Requester console is the customer-facing, user interface
of the BMC Change Management and Incident Management feature of BMC Service Desk applications. It is a single
entry point where users of these applications can submit a change request or report an incident.
Note
The BMC Service Request Management application provides a richer set of features and
functions than the Requester console. If BMC Service Request Management is implemented, it is
used instead of the Requester console as the customer-facing interface.
The service request entity serves as a bridge and is not designed to be managed by service desk personnel. It is a
"slave" to the back-end change request or incident with its lifecycle completely driven by the back-end. The
Requester console is the front-end entry point for users to submit requests. The following figure illustrates the
underlying Requester console framework.
Requester console diagram
The Requester console is a simplified interface for users to submit change requests and incident requests. This
enables users to submit requests into the system from a single console, without having to access the BMC Change
Management or BMC Incident Management consoles directly. The targeted audience is non-IT user requesters.
Service request framework
The Requester console is supported by the service request framework, which implements the service request
component for integration with the BMC Change Management and Incident Management applications.
The service request framework provides a bridge between the front-end user requests and the back-end operations.
In BMC Remedy IT Service Management (BMC Remedy ITSM), integrations are implemented to BMC Change
Management and BMC Service Desk: Incident Management. In addition, the service request framework provides a
structure that can be connected to other open back-end solutions.
The service request framework:
Segments front-end transactions from back-end transactions
Acts as a bridge between the Requester console front-end interface and BMC Change Management and
BMC Service Desk: Incident Management back-end applications
Supports synchronization between the front-end interface and back-end object life cycle
Establishes a foundation to support integration with back-end applications
Integrates to BMC Change Management and BMC Service Desk: Incident Management as the
back-end applications
Provides a mechanism for establishing field mappings between the request entity and change request
or incident, for request creation
Provides CAI as a bi-directional communication mechanism for back-end integrations
Integrates with BMC Service Level Management for requester-focused service level agreements (SLA)
tracking
Date Required and Target Date fields
The Required Resolution Date field on the Help Desk form maps to the Date Required field on the Requester
console. The customer can use this field to specify the date or time by which they need the request to be fulfilled.
This is the suggested date or time that the customer would like the request to be fulfilled. There is no service level
workflow related to this field.
The Target Date field is the date or time by which the request must be resolved, according to the service level
agreement targets. The Target Date field is set by the BMC Service Level Management application when service
level targets are defined.
Foundation
The Foundation module contains the common forms, workflow, and data that are needed to support the
applications.
It also provides a repository for the following data structures used by each BMC Remedy IT Service Management
(BMC Remedy ITSM) application:
Organization
People
Support groups
Categorization (both organizational categorization and general categorization)
Note
With version 7.5, the following structures were moved from BMC Remedy ITSM to BMC
Atrium Core:
Company (tenancy definition and external company definition)
Location
Categorization (product categorization)
Changes to the BMC Atrium CMDB for BMC Remedy ITSM
Version 8.0 of BMC Remedy IT Service Management (BMC Remedy ITSM) made important changes in the way
BMC Remedy ITSM stores the attributes that it uses to describe configuration items (CIs).
Earlier versions of BMC Remedy ITSM extended the BMC Atrium Configuration Management Database (BMC
Atrium CMDB) data model by adding a number of attributes that were used to track Asset Management CI data.
These attributes included information about costs, and foundational data such as company and location. BMC
Atrium CMDB also included lifecycle information. Lifecycle information, however, was not discovered and you did
not need to reconcile it across multiple sources. As a result, the system did not need to store lifecycle information in
multiple BMC Atrium CMDB data sets.
For this reason, and because some customers needed to maintain separate permissions on these attributes, the 8.0
release of BMC Remedy ITSM introduced a new data model for the Lifecycle data.
Standard integration points and application forms were redesigned to accommodate the updates, so most
customers who upgraded to version 8.0 or later were not directly affected by this change. However, you should read
this topic to ensure that you understand how the change might have an impact on your environment.
1.
2.
3.
Note
If you have customized functions or integrations that use lifecycle data, read this section.
Also, review the compatibility matrix for supported versions of BMC products at http://www.bmc.c
. om/support/product-availability-compatibility
For more information about the changes, see the following topics in the BMC Remedy ITSM Suite 8.0 online
technical documentation:
Data structure change
Code changes
Understanding how upgrades occur
Integration and customization impact
Updates to CI lifecycle data attributes
BMC Remedy ITSM attributes that remain in the BMC Atrium CMDB
Join architecture
Backward compatibility for the BMC Atrium CMDB API
For information related to fields used in the system, see Finding whether and where fields are used in the system
Finding whether and where fields are used in the system
When you upgrade to BMC Remedy IT Service Management 8.0, several BMC Atrium CMDB attributes in the
BMC.CORE:BMC_BaseElement form are migrated to the BMC Remedy ITSM Foundation. The migration process is
as follows:
The upgrade imports a new form AST:Attributes. This form is the new home for the migrated fields.
All the data saved in these fields on the BMC.CORE:BMC_BaseElement form in the production dataset is
copied to the corresponding entries in the AST:Attributes form.
The attributes in the BMC.CORE:BMC_BaseElement form are deleted (during the installation Phase 3 or at a
later date of your choice).
Although this process is designed to smoothly transition data into the new data model, it might cause issues if
customizations were made with the fields that will be deleted in the BMC.CORE:BMC_BaseElement form. These
customizations might no longer function as expected after the fields are removed. BMC recommends that you look
for any existing customizations that refer to those fields before you upgrade, and plan how to fix or remove these
customizations. The following procedures describe how to locate any potential customizations that refer to
deprecated fields:
To enable recording object relationships
To determine whether and where a field is used in the system
Using the CI Data Migration Utility scan functions
To execute the cimig.jar manually for the pre-checking functionality
During the upgrade
1.
2.
3.
4.
5.
6.
1.
2.
3.
4.
5.
Log file information
To enable recording object relationships
If you have not already done so, enable recording of object relationships.
In a browser, log on to the BMC Remedy Action Request System (AR System).
Select . Applications > BMC Remedy AR System Administration Console
On the BMC Remedy AR System Administration Console, select . System > General > Server Information
On the tab, select the box, as shown in the following figure. Configuration Record Object Relationships
Click . Apply
Click . OK
Note
You must restart the server for this change to take effect.
To determine whether and where a field is used in the system
Open BMC Remedy Developer Studio.
Log on and connect to your Server.
Open the BMC.CORE:BMC_BaseElement.
On the tab, select a field. Search Results
Right-click the field and select . Show Relationships
In the tab, the use of the field in various places, such as, active links, filters, other forms (for Relationship
example, table field references), menus, web services, and Distributed Server Option (DSO) mappings, is
displayed. You can see if any custom changes currently depend on this field.
Using the CI Data Migration Utility scan functions
The CI Data Migration Utility is a Java application called , which is available for the BMC Remedy IT cimig.jar
Service Management upgrade. To use the scan functions, execute this JAR file from the command line by using the
following command: java -jar cimig.jar params
The command line syntax is as follows: cimig.jar
cimig.jar LogFilePathName ARServerName TCPPort UserName Password ChunkSize exposeForPr
eChecking fndVersion
The meaning of each parameter in the command line is as follows:
LogFilePathName Fully qualified log file name. If a log file cannot be created, then the default log file CIDat
is created in the current directory. aMig.log
ARServerName BMC Remedy AR System Server name
TCPPort BMC Remedy AR System Server port number. If no port number should be used, use "0" as the
port number.
1.
2.
a.
b.
3.
4.
UserName User logon ID
Password User password. If the password is blank, use "" .
ChunkSize Optional chunk size for copying data. The default is 1000.
exposeForPreChecking Use one of the following values:
2 Indicates that only the pre-checking is wanted, data is not to be copied. (This can be used before
or after copying the data.)
3 Indicates that the user only wants to scan for invalid field mappings
4 Indicates that user wants to fix the custom self join structure
fndVersion BMC Remedy ITSM Foundation version
To execute the cimig.jar manually for the pre-checking functionality
Copy the file to the folder. The file is in: cimig.jar C:\Program Files\Java\jdk1.6.x_xx\bin cimig.jar
(Microsoft Windows) <Installation folder>\Workflow\phase1\applications\raf\workflow\en
(UNIX) <Installation folder>/Workflow/phase1/applications/raf/workflow/en/
Copy the following JAR files to the folder: C:\Program Files\Java\jdk1.6.x_xx\jre\lib\ext
log4j-1.2.14.jar (OR log4j-1.2.16.jar)
This jar file is located at . If you do C:\Program Files\BMC Software\ARSystem\midtier\WEB-INF\lib
not find the JAR file, download the file from . http://logging.apache.org/log4j/1.2/download.html
arapi80_build001.jar
This JAR file is located at C:\Program Files\BMC Software\ARSystem\Arserver\api\lib.
Open the command prompt, keep the current directory as . C:\Program Files\Java\jdk1.6.x_xx\bin
Execute the following command: java -jar cimig.jar LogFilePathName ARServerName TCPPort
UserName Password ChunkSize exposeForPreChecking
Return codes
The utility returns the following return codes:
0 Operational success
1 Operational failure
2 Operational success, but found Custom Object References to the ITSM attributes being removed from
BMC.CORE:BMC_BaseElement form
3 Invalid field mappings in self join forms were found, and must be fixed.
4 Invalid field mappings were found, along with data copy exceptions, and other operational failures.
During the upgrade
Phase 1 The upgrade installer will send a parameter to suppress scan functionality and will run the functions to
prepare and copy the data. For example, the installer uses the value 1 for input exposeForPreChecking
parameter.
1.
2.
3.
4.
5.
In phase 1 the utility prepares and copies the data but it does not scan for custom objects (upstream custom joins or
references to custom workflow). The return code after phase 1 of the upgrade is either 0 (operational success), or 1
(operational failure), because this phase only copies the data without scanning for the custom object references.
For phase 3 the default option for Attribute deletion will be "No".
Note
Before running the utility manually to scan custom object references, you must first enable
"Record Object Relationship" in the AR System Server, and re-start the AR System Server
service. When running the utility manually, if the utility finds any references for the custom
objects then the return code is 2.
For more information, see . To enable recording object relationships
Log file information
The utility first logs information about how the data is going to be copied as follows:
Scanning and then copying the data.
Copying the data without scanning for custom object references.
Scanning for the custom object references without copying the data according to what parameter value is
passed in for the utility; the default being 1 (copying the data without scanning for the custom object
references). The remaining information is about the parameters used in executing the utility, the flow of the
utility, information about the references found in the manual run, the record count that is copied, finally the
return(exit) code.
CIDataMig.log is the log file generated from running . By default, the log file can be found in the cimig.jar B
folder. MCRemedyITSMSuite Logs
Depending on the BMC Remedy IT Service Management version being upgraded, some forms might not be
listed as present in the server in the section for Checking the BMC Remedy IT Service Management
fieldMappings. This is acceptable, because the forms do not exist in the starting version. The added forms
are:
Forms added to BMC Remedy IT Service Management 7.5. : x
AST:ConcreteCollection
AST:ResourceAllocationSettingData
AST:ResourcePool
AST:Transaction
AST:VirtualSystemSettingData
Form added to BMC Remedy IT Service Management 7.6.04:
AST:ServiceOfferingInstance
Join architecture
All of the ASI forms use AST:Attributes as the secondary form, using Reconciliation ID as the join criteria. The UI on
these forms continues to be used as the exposed UI.
Other BMC Remedy ITSM joins with BMC.CORE:BMC_BaseElement, that use attributes moved to AST:Attributes,
are rejoined with AST:BaseElement.
Design of ASI base CI (does not have UI exposed), AST:BaseElement
Design of CI with UI exposed, for example AST:ComputerSystem
Design of BMC.CORE:BMC_BaseElement joins using AST:BaseElement
User roles
BMC Remedy IT Service Management (BMC Remedy ITSM) supports the following user roles:
Application administrator
Change Management user roles
Data Management user roles
Knowledge Management user role
Service Asset Lifecycle user roles
Service Desk user roles
Service Level Management user roles
Service Request Management user roles
Process Designer user roles
Application administrator
In BMC Remedy IT Service Management (BMC Remedy ITSM) Suite, an individual responsible for the management
of the BMC Remedy ITSM applications, including setting up forms, setting access rights for users, and creating
configurations.
Comprehensive Change and Release Management includes user roles for several applications, as indicated in the
following table:
User role Description Application
Approver Decides whether to approve or reject
changes
Approval Central
Change coordinator
Assesses requests for change
that originated from Incident
Management, Problem
Management, Release
Management, or Continuity
Management
Registers changes as needed to
handle requests for change
Determines the risk and impact
for requested changes
Prepares implementation plans by
creating tasks
Monitors the progress of changes
Change manager
Reviews the risk and impact
analysis to ensure that this has
been performed thoroughly
Ensures that appropriate actions
have been planned to minimize
both the risk of failure and the
impact on users during change
implementations
Ensures that the timing of
planned implementations does
not conflict with other planned
changes or events
Obtains approval for changes
Customer Representative Ensures that planned application
changes are tested before they are
transferred to production
Financial manager Uses review cost information and
prepares periodic charge-back and
cost-recovery reports
BMC Change Management, BMC
Dashboards for BSM, and BMC
Analytics for BSM
Release administrator
Transfers releases after their
development in the development
environment to the test
environment
Transfers releases after they
have been tested in the test
environment to the production
environment
Specialist Completes tasks and updates them
with relevant information and status
changes
Data Management includes the following user roles:
DMT User
DMT Admin
User role for data wizard
Note
Use the People form to define the users. For more information, seeDefining users and
. administrators for Data Management
DMT User
Note
DMT is an abbreviation for Data Management Tool.
DMT Users can create jobs, steps, and templates for the companies that they have access to. They are able to view
all jobs that belong to their companies but they can only modify, cancel, or delete the jobs, steps, and templates that
they have created. If required, they can create company-specific templates.
DMT Users can select custom templates if they are a member of the associated company.
DMT Users can copy out-of-the-box dataload spreadsheets to create their own spreadsheets. They can view all
dataload spreadsheets for their companies but can only modify or delete spreadsheets that are created by them.
DMT Admin
DMT Admins can create, view, modify, cancel, or delete all jobs, steps, and templates for the companies that they
have been given access to (including jobs that have been created by other users). If required, they can create
company-specific templates.
If DMT Admins are given unrestricted access they can update all jobs for all companies in the system.
DMT Admins can select custom templates and modify any custom template if they are a member of the associated
company.
DMT Admins can copy out-of-the-box dataload spreadsheets to create their own spreadsheets. They can view,
modify, or delete all dataload spreadsheets that they have been given company access to.
User role for data wizard
You need AR Administrator user permissions to run the data wizard. For more information, see Special groups in
. BMC Remedy AR System
Knowledge Management user role
The Knowledge Management Approver role is the sole functional role that is provided by BMC Knowledge
Management. The Knowledge Management Approver role enables you to receive approval requests for publishing,
canceling, and retiring knowledge articles, that you can approve or reject in Approval Central.
This functional role is usually assigned to senior members of a support group, who possess a high level of technical
knowledge.
Recommendation
Approvers should have the Knowledge Viewer, Knowledge User, or Knowledge Admin
permission to be able to view knowledge articles before approving or rejecting them.
Service Asset Lifecycle includes user roles for several applications, as indicated in the following table:
User role Description Application
Approver Approvers perform the following
tasks:
Approve or reject requests for the
acquisition of new items.
Approve or reject proposed
standard configurations.
Approval Central
Configuration administrator Configuration administrators require
an overall view of the CIs for which
their support groups are responsible.
Some organizations call this role an
asset manager. For CIs for which
their support group is responsible,
configuration administrators perform
the following tasks:
Create purchase requisitions.
After an item is ordered has been
delivered, verify the condition and
inform purchasing.
Label items after they have been
delivered.
Keep CIs up-to-date.
Maintain the information of
external organizations that supply
or support items.
Maintain CI relationships. These
relationships include the
relationships between a CI and
other CIs, its supplier, its
contracts, and the service
infrastructures that it is a part of.
Manage inventory.
Perform bulk updates.
Create maintenance schedules
and audit schedules for CIs.
BMC Asset Management and BMC
Atrium CMDB
Contract manager Contract managers are responsible
for managing IT contracts. Contract
managers perform the following
tasks:
Create support, warranty, lease,
maintenance, and software
contract and license information.
Relate the contracts to the
applicable CIs.
Maintain the contract data.
Make sure that customers are
renewing or renegotiating their
contracts.
In some organizations, the
contract manager also takes on
the role of software asset
manager.
BMC Asset Management and BMC
IT Business Management Suite
Customer IT users and other customers place
requests for new assets.
BMC Service Request Management
Financial manager Financial managers use review cost
information and prepare periodic
charge-back and cost-recovery
reports.
BMC Asset Management, BMC
Dashboards for BSM, and BMC
Analytics for BSM
Purchasing agent Purchasing agents perform the
following tasks:
Obtain quotes from suppliers for
items that have been requested
for purchase.
Request approval for ordering
items after the quotes from
suppliers for these items have
been collected.
Submit purchase orders for items
that have been approved for
purchase.
Update purchase line items after
configuration administrators have
confirmed the receipt of items for
which purchase orders were
submitted.
BMC Asset Management
Software asset manager Software asset managers are
responsible for optimizing software
assets and for managing compliance
with software license contracts. They
also evaluate usage of software
licenses to make sure that the
organization is not over-purchasing
licenses. This role can be fulfilled by
the configuration administrator.
Service Desk user roles
BMC Service Desk user roles are divided between the Incident Management and the Problem Management
features. For information about the user roles associated with each feature, see the following pages:
Incident management user roles
Problem management user roles
This topic describes end user roles for the Incident
Management feature of the BMC Service Desk application. It
contains information about the following roles:
Support staff
Manager
User
Requester Console
Support staff
For the incident management process, the BMC Service Management Process Model defines the following support
staff roles.
Service Desk Analysts are usually first-line support staff. A Service desk analyst's responsibilities include:
Providing the interface between the service owner organization and its customers
Obtaining accurate and complete information from the user when creating the incident request, and doing so
efficiently and accurately
Resolving as many of their registered incident requests as possible within the limitations of their access rights
and their time constraints
Ensuring that the incident requests that they have registered, but which they are unable to resolve, are
assigned to the most appropriate group for resolution
Validating incident request resolutions with their users
Specialists are usually second-line and third-line support staff. They are considered subject matter experts. Their
main responsibility is to provide an accurate analysis and a diagnosis of their assigned incident requests to restore
service to the affected users. A specialist's responsibilities include:
Resolving incident requests
Updating incident requests with relevant information and status changes
Escalating incident requests, for which resolutions can be implemented only through the change
management process, to the owner of the affected service
Manager
For the incident management process, the BMC Service Management Process Model defines the following
management roles.
Group coordinators are responsible for the quality and integrity of the incident management processes and for the
work of their support group members. They coordinate the assignment of incident requests to support staff. The
group coordinator's other responsibilities include:
Monitoring incidents
Monitoring open incidents requiring assignment
Managing the assignment of incidents to their appropriate support groups for resolution
Receiving notifications of incident assignments and escalations
Facilitating the resolution of escalated incidents in accordance with the escalation policy
Ensuring the resolution of incidents within the support group's service targets
Ensuring the overall completeness and accuracy of closed incidents
Reviewing reports
Ensuring that incidents requiring root cause analysis are copied into Problem Management
Managing support group membership
Managing scripts, templates, and decision trees
On-Duty managers take over the responsibility from service owners when the owner is not available to perform the
incident escalation handling procedure. In these situations, the on-duty manager decides whether an escalated
incident must be resolved by implementing an emergency change, by recovering the affected service at its continuity
site, or by continuing the resolution of the incident within the incident management process.
Service owners create and assign incident requests. They also decide whether an escalated incident needs to be
resolved by implementing an emergency change, by recovering the affected service at its continuity site, or by
continuing the resolution of the incident within the incident management process.
User
A user is usually an employee who needs assistance from the IT support staff to resolve an incident or implement a
change. Anyone in your organization can be a user.
The incident user's responsibilities include:
Requesting support when necessary and providing the required information to help resolve the incident
requests. They submit requests by filling out the Request form, or by contacting the service desk by email or
telephone.
Verifying the solution provided by the service owner organization and reopening the incident request if the
solution is not acceptable
Requester Console
Users of the Requester Console are usually employees who need assistance from the IT support staff. The user or
requester is typically an employee in the organization who must have a change implemented or an incident
resolved. But any member of your organization can be a requester.
However, the user not be an employee. Non-employees can also be requesters, since non-registered users might
can also submit service requests. Traditionally, after a requester made a telephone call to a central help desk, a
support staff member logged the request.
BMC Service Desk: Incident Management and BMC Change Management provide user self-provisioning. Using the
Requester Console, requesters can submit, track, and (in some cases) resolve their own requests, and, as a result,
improve the overall efficiency.
BMC Change Management and BMC Service Desk: Incident Management are preconfigured to work with the
Requester Console. However, an organization can set an option to make the Requester Console unavailable.The
Requester Console is the primary interface for requesters to define and view their requests. From the Requester
Console, you can define a request that is submitted to BMC Change Management or BMC Service Desk: Incident
Management. You can also view requests and respond to a survey after the request has been resolved.
This section describes the end user roles for the Problem
Management feature. It contains information about the
following roles:
Problem coordinator
Specialist
Problem coordinator
Problem coordinators are responsible for the quality and integrity of the problem management process. Problem
coordinators have full access to problem investigations, known errors, and solution entries assigned to their support
groups.
Note
Problem coordinators require at least the permission of Problem User to access Problem
Management. In addition, they must have the functional role of Problem Coordinator to perform
the problem coordinator's duties.
Their responsibilities include:
Reviewing the incident requests that have been related to the services for which they act as the problem
coordinator, to help identify problems
Ensuring that the problems for which they are responsible, including the ones that have been identified within
the Availability and Capacity Management processes, progress through the problem management process in
a timely and prioritized fashion
Ensuring that the information entered in the problem investigations and known errors that they manage is
accurate and complete
Reviewing periodically their problem investigations for which a practical structural solution can not be found
Verifying structural solutions and closing the known errors and problem investigations that they manage
Specialist
Specialists work on problem investigations, known errors, and solution entries as assigned. Their responsibilities
include:
Suggesting workarounds for problems
Establishing the root causes of identified problems
Proposing structural solutions (that is, permanent solutions) for problems
Implementing structural solutions for problems if the Change Management process is not required
Updating the problem investigation with relevant information and status changes
Individuals fulfilling the role of a specialist require Problem User permissions to access the Problem Management
feature. Permissions are assigned to individuals by the system administrator.
For more information about Problem Management permissions, see . Problem Management permissions
Service Level Management user roles
BMC Service Level Management (BMC SLM) is
primarilyused by application administrators, service level
administrators, reporting administrators, customers, and
developers. The information created by BMC SLM also
provides value to IT managers and business level
managers.
Tip
You can assign roles to users by selecting from the Group list in the BMC Remedy AR System
User form. For more information, see for BMC Remedy Adding and modifying user information
AR System.
BMC Service Level Management user roles
User role Description
Application administrator The application administrator is responsible for installing
and configuring BMC SLM, such as creating templates
and defining goal types. The application administrator is
also responsible for integrating other applications with
BMC SLM.
Before configuration tasks can be performed, you Note:
must create and add an application administrator to the
Administrator permission group in the BMC Remedy AR
System User form.
Service level administrator The service level administrator is responsible for
defining agreements, service targets, and contracts.
This user relies on the SLM Console and Contract
Console toperform these activities.
Reporting administrator The reporting administrator is responsible for designing,
developing, and scheduling service level reports that
meet the needs of the service stakeholders such as
service level managers, service providers, business
relationship managers, and customers. This user relies
on the Reporting Console toperform these activities.
Service levelmanager The service level manager is responsible formonitoring
service levels, identifying trends, periodically reporting
to service stakeholders, and assisting in continual
service improvements. This user relies mainly on the
SLM Dashboards and reports to manage expectations
between the service providers (IT organization) and the
business users or customers.
Customer
(end user)
The customer or end user is the consumer of the
service. This user relies on the real-time SLM Customer
Dashboard and static reports to ensure that the service
quality and responsiveness of service providers meet
the agreed upon expectations.
Developers Developers are responsible for customizing the
application. For example, these users might want to
customize the product using an overlay object or display
BMC SLM status in custom applications using web
services.
For more information about these roles and their permissions, see . User permissions
For more information about user goals and features for each of these roles, see . User goals and features
Service Request Management user roles
The following table shows the user roles for BMC Service Request Management:
User role Description
User
Submits service requests
Monitors the status of their requests
Makes requests on behalf of other users (entitlement
rule and application license are required)
Business manager
Approves requests as the requester's manager,
which is specified in Manager's Name field on the
More Details tab of the People form
Reviews the consolidated or individual status of
service requests in the organization
BMC Service
Request
Management
application
administrator
Installs and configures the application
Configures the connection to the fulfillment
application
Integrates third-party applications (optional)
Performs system-level troubleshooting
Service catalog
manager
Defines application object templates (AOTs) and
process definitions templates (PDTs)
Creates service request definitions (SRDs)
(requestable services), including service level
agreements (SLAs), cost and price, system-level
common offerings, and mappings to the process flow
from the business
Manages the process as SRDs move from draft to
approval, and then to deployment
Defines entitlement to SRDs (optional)
Business analyst
Uses the Service Request Designer to create
requestable services
Defines entitlement to SRDs (optional)
Service request
coordinator
Monitors requests in which the service request
coordinator is defined as the coordinator, making
sure that the requests are executed on time
Reviews the approval status of requests
Opens the back-end Service Requests form to view
the status of service requests and troubleshoot
issues with request fulfillment
Creates service requests for other users (entitlement
rules are required)
With additional configuration, approves requests
Fulfillment
provider
Works as the change assignee, incident assignee, or
the work order assignee, to make sure that requests
are fulfilled properly
Completes the assignments required to fulfill
requests
Work order
manager
In large companies, plans and oversees the work
order process
In small companies, additionally functions as work
order assignee who performs the tasks for work
orders
Tracks work orders
Work order
assignee
Implements assigned work orders
Creates work order tasks
BMC Remedy ITSM Process Designer application provides the following user roles:
ProcessDesignerAdmin (assign this role with the Process Designer Administrator group)
Users with this permission can create, modify, and deploy processes for all Companies that the user has
access to. They can also map processes to BMC Remedy ITSM fulfillment requests by using the Process
Designer mapping form.
ProcessDesignerSubAdmin (assign this role with the Process Designer Sub Administrator group)
Users with this permission can create processes, and modify non-live processes, but deploy cannot
processes or map them to BMC Remedy ITSM fulfillment requests.
Products in the suite
The following table lists the products and product versions included in the suite and the use cases that apply to
them.
Name Version Applicable use cases
BMC Asset Management 8.1 Service Asset Lifecycle use case
BMC Change Management 8.1
Change Lifecycle Automation use
case
Release Lifecycle Automation use
case
Change Management for Virtual
and Cloud Environments use
case
BMC Knowledge Management 8.1 Service Desk Optimization use case
BMC Service Desk 8.1 Service Desk Optimization use case
BMC Service Level Management 8.1 Service Catalog and Request
Management use case
BMC Service Request Management 8.1 Service Catalog and Request
Management use case
Business Service Management (BSM)
BSM provides a comprehensive and unified platform that
simultaneously optimizes IT costs, demonstrates
transparency, increases business value, controls risk, and
assures quality of service. Delivering an "ERP for IT," BSM
simplifies, standardizes, and automates IT processes so
that you can manage business services efficiently across
their lifecycle -- across distributed, mainframe, virtual, and
. With BSM, your organization has cloud-based resources
the trusted information it needs, can prioritize work based
on business critical services, and can orchestrate workflow
across your core IT management functions.
BSM has been architected so that you can adopt it incrementally and in a low-risk fashion based on the top
initiatives you are already most likely pursuing, such as Cloud Computing, Data Center Automation, and IT Service
Management.
In this site, we use the following terms to explain how you can realize BSM in your organization using BMC Software
products and services:
BSM Initiatives describe the most common strategic initiatives that organizations are undertaking to address
their IT management challenges.
For each BSM Initiative, a set of have been defined that capture the most common ways to get value paths
started on an initiative with the highest impact and shortest time to value based on BMC customer
experiences.
A value path prescribes the steps, or , that an organization will need to realize value required capabilities
around a key project within each initiative.
Required capabilities map to BMC products or service offerings to address the required capabilities for each
value path.
In many enterprises, customer service is siloed, disjointed, and inconsistent. Customers contact different call centers
for different products and for different geographies. Separate support teams exist for partners, suppliers, and
employees. Employees call one number to ask questions about benefits, another for computer problems, and a third
when they need new equipment.
Rapid business expansion, whether through organic growth or mergers and acquisitions, has caused the
proliferation of multiple service desks across most enterprises. Having so many distinct entities, many of which
provide overlapping and redundant functions, creates serious business problems.
The Service Desk Optimization value path helps you to reduce operational complexity and inefficiencies by using the
and best practice process flows. It enables you to replace disconnected BMC Service Management Process Model
service desks with a single service desk solution that unifies all service desks onto a single, integrated platform.
This section contains the following topics:
Maturity model for Service Desk Optimization
Service Desk Optimization use case
Service Desk Optimization defines and integrates your service desk and operations with standard processes and
tools to reduce variation and to manage support cost. Through standardization, the enterprise can realize such
benefits as:
Improved efficiency in handling customer requests and greater customer satisfaction
Lower costs for service desks to provide incident status updates
Consolidation of training and reduced staffing requirements
Reallocation of service desk personnel from one functional area to another with minimal or no training
Service Desk Optimization automates the following processes to ensure reactive resolution of customer questions
and issues, and proactive work to prevent recurring issues:
Incident management process
Problem management process
Incident management process
The mission of the incident management process is to resolve incident requests as quickly as possible in a
prioritized fashion. Incident management supports the following categories of incident requests:
Request for incident resolution
Request for change
Request for information
The incident lifecycle includes request registration, assignment, tracking, resolution, escalation, and closure.
Problem management process
The mission of the problem management process is to minimize the number of incidents. The scope of the problem
management process is limited to problems that can be identified using the registered incident request information
and problems that have been identified by availability and capacity management. The problem lifecycle includes
request review, root cause analysis, analysis review, and closure.
The BMC Remedy IT Service Management (BMC Remedy ITSM) solution also supports configuration of people and
groups, operational reporting, and integration of event management feeds into the service desk.
Tip
For information about configuring your Service Desk Optimization project, see Configuring
. Service Desk Optimization
For information about using the Incident Management and Problem Management features
of BMC Service Desk, see and Managing incident requests Managing problem
. investigations
Related topics
BMC Service Desk
Maturity model for Service Desk Optimization
Your organization can reach the next step of service desk maturity through best practices adoption and native BMC
product process integration. The following maturity model helps you optimize rollout of Service Desk Optimization in
phases.
This topic describes the following phases:
Phase 1 Best practices standardization and processes simplification
Phase 2 Incident management
Phase 3 Problem management and knowledge management
Problem management
Knowledge management
Phase 4 Change, event, and performance management
Change management
Event management
Performance management
Phase 1 Best practices standardization and processes simplification
The model starts with your organization adopting best practices from the BMC Service Management Process Model
for your service desk and incident management processes. You can then use the model to form your problem
management practice. After your organization understands the complexity of the environment, it can begin to
consolidate and centralize applications, education, and process tools to a manageable and economic set.
The goals for best practices standardization and processes simplification are to:
Reduce operational and capital expenses
Standardize processes and tools to improve resource utilization
Implement controls to meet business obligations (for example, controls include service targets configured
when using the product) BMC Service Level Management
Increase user satisfaction
Enable rapid adoption of best practices
Provide the business with key performance data
Phase 2 Incident management
As part of this phase, your support organizations must scrutinize all of the parts required to provide incident
management services: process tools; service desk ticketing systems; inboard and outboard messaging and
notification tools; data, event, or request input sources; and measurement and monitoring tools.
The goals for incident management are to:
Resolve incidents within designated targets
Resolve incidents without assistance from other groups
Decrease the number of reopened incidents
Decrease the number of backlogged incidents
The Incident Management feature of the product provides a number of procedures for handling BMC Service Desk
incident requests from users.
Phase 3 Problem management and knowledge management
One challenge facing IT Support organizations is indoctrinating problem management processes as distinct and
separate activities apart from the incident management team. To achieve this, you must embrace the full process
model for problem management. One of the outputs of the problem management processes is the creation and
dissemination of knowledge resulting from the root-cause analysis of problems.
Problem management
The goals for problem management are to:
Decrease the number of recurring incidents
Decrease the number of problems in the backlog
Increase the number of level 1 restoration activities
When your service desk has incorporated the Incident Management and Problem Management features of BMC
Service Desk, and uses optimized best practices, you can take the next step by automating many processes and
activities. You can achieve automation by using the industry-leading workflow solution BMC Remedy Action Request
, a core component to the BMC Remedy ITSM Suite, and BMC Atrium Orchestrator. BMC Atrium System
Orchestrator enables you to implement the BMC workload process across multiple computing environments,
applications, and scripted tasks. With workflow and run book automation, you can create a real tangible change
management lifecycle that carries instructions, information, data, and activities from the first incident all the way
through to deployment and installation.
Knowledge management
The goal of knowledge management is to reduce incident volume through automated self-service and by providing
service personnel with quick answers to questions submitted through the service desk.
The application provides a framework for creating, publishing, reviewing, and BMC Knowledge Management
searching knowledge articles. The application provides service desk analysts with a knowledge base of easy-to-find
solutions and gives users self-service search options to help them resolve issues on their own.
Phase 4 Change, event, and performance management
This phase focuses on change, event, and performance management.
Change management
The primary objective of change management is to enable beneficial changes with minimum disruption to IT
services.
Additional goals for change management are to:
Increase the number of successful changes
Decrease the amount of time required to assess and plan changes
Decrease the approval process time
Decrease the number of changes in the backlog
The application applies a repeatable process for production changes to improve the BMC Change Management
stability of business service and required changes. BMC Change Management (and Release Management) delivers
comprehensive policy, process management, and planning capabilities that help you to increase the speed and
consistency with which you implement changes, while minimizing business risk and disruption.
Event management
Organizations can achieve rapid maturity by integrating their service desks with event monitoring capabilities. They
can use the BMC ProactiveNet product to shift from reactive to proactive IT management.
The goals for event management are to:
Decrease the number of repetitive events
Decrease outages resulting from changes
Increase the number of changes correlated to events
To integrate event management with incident management, you need to understand what an event is, how it should
be evaluated for impact, and what should be done with that event.
BMC ProactiveNet is an integrated platform that combines event management and data analytics (including
baselines, abnormality detection, and Root Cause Analysis algorithms) in a single seamless solution. Event
management lets you proactively detect and resolve IT problems before they have an impact on critical IT systems.
Data analytics let you collect metrics data from your infrastructure components to detect abnormalities, predict
outages, and provide deep diagnostic information.
For more information about Event Management, see . Working with events
Performance management
Performance management helps to optimize application performance by baselining application behavior, predicting
problems before they occur, pinpointing root causes, and initiating standardized triage and resolution.
The BMC ProactiveNet Performance Management Suite learns and baselines the behavior of your applications and
IT infrastructure, collects and processes events from a wide variety of sources, predicts problems before they occur;
automatically pinpoints probable-cause across technology silos, and initiates standardized problem triage and
resolution processes. The BMC ProactiveNet Performance Management Suite optimizes application performance by
reducing the number of outages, speeding mean time to repair, and improving operational efficiency through
out-of-the-box automation and integration. For more information, see BMC ProactiveNet Performance Management
. Suite
Service Desk Optimization use case
Each use case has a UML robustness diagram associated
with it. A robustness diagram depicts the core components
of a system and how the components communicate or
collaborate with one another to satisfy a use case. Arrows
between the components indicate the flow of information
between the components.
The following symbols are used:
Symbol Meaning
Actor User role that interacts with a component in the
system
Boundary Component that represents an interface
with which Actors interact
Entity Domain objects within the system that typically
present a persisted state of that object
Control Components that connect Boundary and
Entity components and implement some logic to
manage the interaction between them
The goal of the Service Desk Optimization use case is to illustrate how incident requests are initiated, managed, and
resolved.
1.
a.
b.
2.
3.
This use case has the following steps:
Incident requests can come directly from end users when they contact their service desk to submit a request
or through automated events:
Users might call the service desk directly and rely on a service desk analyst to log the incident
request.
Users might instead use the provided by BMC to quickly submit incident requests Requester Console
on their own.
The service desk analyst finds out how the user can be assisted. The service desk analyst registers the
request as a new incident request. During the registration, the service desk analyst also relates the incident
request to a specific Service CI (CIs are stored in BMC Atrium CMDB).
The problem coordinator reviews incident requests to identify problems for the services they are responsible
for (they link incident requests to problem investigations) and relates additional CIs to the problem as
3.
4.
a.
b.
5.
a.
b.
6.
a.
b.
required.
The service desk analyst completes one of the following steps:
Is able to resolve the incident request and closes it
Is unable to resolve the incident request, so they assign it to the most appropriate assignment group
The group coordinator of the group to which the incident request has been assigned reviews it and
determines if the incident needs to be resolved through a BMC Change Management process.
If Change Management is required, the group coordinator assigns the incident request to the change
coordinator for the concerned service.
If the incident request does not require Change Management, the group coordinator assigns it to the
appropriate specialist within his or her group.
The specialist reviews the incident request or problem investigation record and resolves the incident.
The group coordinator verifies with the user who opened an incident request that the solution is
acceptable and changes the status for the incident request to Closed. The status of events in Event
Management is updated when the incident is resolved. The user is notified by the Incident
Management feature of BMC Service Desk that the incident is resolved.
If a change request was required, and when the change request is completed, the service desk
analyst receives notification that the change is complete even if the incident is already resolved.
Self-service solutions can be implemented independently of each other, but the best results are found when they are
implemented as part of a Business Service Management plan. BMC self-service solutions use this plan to promote
integrated services and deliver standardized practices and procedures.
Maturity model for Service Catalog and Request Management
Service Catalog and Request Management use case
BMC self-service solutions deliver self-help and assisted support options to end users, letting them request services
and find information with little or no intervention from the service desk. Self-service solutions (identity, service
request, and knowledge management) improve IT service support work volume, request fulfillment time, and service
delivery processes through automation and call deflection from the IT service desk. With BMC self-service solutions,
your IT service support organization can:
Eliminate more than 40 percent of the most repetitive incidents by offering self-service password
management options, such as changes, resets, and requests for access
Reduce the number of incidents escalated to problems by up to 30 percent by providing a self-service
knowledge base for users and service desk agents
Reduce the cost of service desk calls from $40 to $1 by automating repetitive service requests and removing
intensive labor-oriented service-fulfillment processes
Provide the services users want, when they want them, by removing latency, reducing the risk of human
error, and coordinating processes
This topic provides the following information:
Service Catalog and Request Management project
Success factors and key performance indicators
Service Catalog and Request Management project
You can undertake a Service Catalog and Request Management project to provide a for viewing the service catalog
details and relationships of IT and business services and adding new services to your service model. In an
easy-to-use, self-service web user interface for the service catalog, BMC Service Request Management users can:
Review the available IT or other business services to which they are entitled
Request services
Review the status of the requested services online
Success factors and key performance indicators
The value of BMC self-service solutions can be demonstrated with the following critical success factor and key
performance indicator (KPI) metrics that span all of the IT service management disciplines:
Reduction in IT costs
First-call-resolution rate
Percentage of escalations to level 2 support
Mean time to service restoration
IT-support labor-cost reduction as a percentage of the IT budget
Number of calls resolved via self-service requests (call avoidance)
Percentage of automated request fulfillment
Percentage reduction in call wait times
Percentage reduction in call abandonment rates
Percentage of changes that breach business service level agreements (SLAs)
Maturity model for Service Catalog and Request Management
Your organization can reach your goal of service catalog and request management maturity through best practices
adoption and native BMC product process integration.The following maturity model helps you optimize the rollout of
Service Catalog and Request Management processes and solutions in phases.
Phase 1 Setting up BMC Service Request Management
Request catalog through BMC Service Request Management
Self-help knowledge through BMC Knowledge Management
Integration with BMC Remedy ITSM suite
Phase 2 Expanding the use of self-service and making IT activity transparent through the service catalog
BMC Cloud Lifecycle Management
BMC Identity Management and SailPoint Identity Management
Desktop software distribution
Custom application through BMC Remedy Action Request System and BMC Atrium Orchestrator
Making IT activity transparent through the service catalog
Phase 3 Implementing mature service management processes
BMC Service Level Management
Service cost management through BMC IT Business Management Suite
Service portfolio management
Phase 1 Setting up BMC Service Request Management
The goals of this phase of the maturity model are to:
Quickly gain efficiencies in the delivery and support of IT services through a self-service solution on top of
your existing BMC Remedy ITSM implementation (incident, change, asset, work orders)
Provide a centralized catalog of requests (including price, service-level targets, approval rules) to automate
and monitor standard requests
Enable self-help through knowledge access to reduce the number of calls to the service desk
Promote standardization of request entry and fulfillment through a single point of contact
Provide key IT support data to the business
Request catalog through BMC Service Request Management
You can use the BMC Service Request Management product to derive additional value from your existing BMC
Remedy ITSM investment by enabling self-service and automated request fulfillment. BMC Service Request
Management is tightly integrated into the BMC Remedy ITSM suite and the BMC Atrium Configuration Management
Database (BMC Atrium CMDB) product.
BMC Service Request Management gives users access to knowledge articles, which enables them to help
themselves and reduces the number of requests coming into the service desk. As a result, IT professionals can
focus on mission-critical activities, such as resolving incidents related to service failures and restoring critical
services. The product also provides the ability to automate workflows for each service, enforcing consistency of
process and faster fulfillment of requests.
BMC Service Request Management enables the IT department and other business departments to:
Define requests that are handled through a self-service portal (supplying name, description, price, required
input from users, approval rules, expected completion time, and so on)
Publish available services in a request catalog
Automate the fulfillment of requests from users through a workflow engine
The focus for this initial phase is on request types that create the most effort for service desk staff, examining both
frequency of requests and average effort spent per request. Extremely complex request types and non-IT request
types should be addressed in future phases.
Request types offered through the catalog are defined through service request definitions (SRDs). Each SRD
provides the information required to facilitate the selection and execution of delivery for a type of request. This
information includes attributes, such as categorization, effective start and end dates, pricing information, approval
rules, service-level-target criteria, and the definition of application objects that support the delivery of a service.
The request management solution permits IT to define a unified and simple front-end for any type of request from
end users and other IT employees. Even external web pages can be integrated to build a single point of contact for
any IT interaction.
When a user submits a service request, the request management solution initiates, manages, and tracks all of the
necessary processes performing full request lifecycle management. It routes requests for approval where
required and, when approvals are obtained, triggers and tracks the appropriate fulfillment processes to ensure
defined service level targets are achieved. Users can check the status of their requests at any time through a simple
online inquiry.
Built-in reporting and additional analytics capabilities provide the information required to further optimize the request
portfolio and show the value of the initial implementation to key stakeholders in the company.
BMC delivers a best practice Service Management Process Model and best practice configuration data for BMC
Service Request Management to support the fast implementation of a request management solution.
Self-help knowledge through BMC Knowledge Management
The BMC Knowledge Management product quickly enables you to improve staff efficiency, customer service and
satisfaction, and service quality. Service desk efficiencies can be dramatically improved by reducing incident volume
through automated self-service. In addition, web-based self-service options enable employees and customers to find
their own answers at any time by using natural language search, thereby dramatically reducing the number of issues
directed to a call center.
Integration with BMC Remedy ITSM suite
BMC Service Request Management is fully integrated into the BMC Remedy ITSM suite, leveraging your existing
investment into templates, best practices, and so on. Out-of-the-box integration with the Incident Management
feature of the BMC Service Desk product, the BMC Asset Management product, and the BMC Change Management
product enables the creation of incidents or changes from user requests, and the exchange of comments and files to
query common CMDB data or to update status.
Phase 2 Expanding the use of self-service and making IT activity transparent through the service catalog
Expand the use of self-service in your company by addressing advanced use cases
Provide initial insight into the catalog of services that IT provides
BMC Cloud Lifecycle Management
Automate the request and delivery of cloud services from basic virtual machines to multi-tier applications
through the BMC Cloud Lifecycle Management product. Combining the benefits of a single request management
(SRM) funnel with best-in-class provision and configuration automation solutions from BMC, you can provision
computing resources and applications on the fly across a variety of virtualization technologies.
BMC Identity Management and SailPoint Identity Management
The BMC Identity Management or the SailPoint IdentityIQ component within the self-service solution set provides a
comprehensive and proven solution to align business processes with people. This alignment increases the quality
and speed of business execution as IT processes and systems become fully aware of the context of the people and
their roles in these processes. In addition to ensuring consistent and secure access to information resources, the
BMC Identity Management solution also eases the burden of employee turnover by automating the end-user-identity
lifecycle, which:
Enables self-service access and password management for managers and employees
Reduces the effort of compliance reporting
Centralizes and enforces enterprise-wide security policies
Desktop software distribution
Another advanced use case in this phase of the maturity model is the request and automated delivery of software to
an end user's desktop computer. For example, the software distribution can be based on BMC BladeLogic Client
Automation software.
Custom application through BMC Remedy Action Request System and BMC Atrium Orchestrator
The BMC Remedy Action Request System (BMC Remedy AR System) product provides a critical component to the
Business Service Management (BSM) technology platform. It enables IT administrators to quickly customize and
extend out-of-the-box application functionality without programming knowledge. BMC Remedy AR System
additionally acts as a single point of integration, including support for popular API types (such as Java and C), web
services, ODBC, and utilities.
The BMC Atrium Orchestrator product takes complex, multistep processes and automates them to reduce manual
errors and improve operator efficiency. It enables you to delegate tasks to junior staff members and frees up your
resources to work on projects that have a greater return for the business.
For example, BMC Atrium Orchestrator helps you to perform the following tasks:
Automate the deployment, installation, and configuration processes resulting from a change
Integrate your problem and incident management systems with your change process
Automatically remediate a change if it causes a problem or service disruption
Save your server or network engineers from manually creating change tickets
BMC Atrium Orchestrator automates many of the routine tasks associated with administering change and release
management across the IT environment.
Making IT activity transparent through the service catalog
The foundation of an effective IT service management strategy begins with a service catalog, which is a
representation of business services delivered by IT and other service provider organizations. It is the vehicle that
documents and makes transparent the value that IT provides to its customers, and serves to organize and
streamline all IT activity around a common concept.
BMC Atrium Core enables you to create a repository of available and agreed-upon services that IT and other
business service organizations provide to customers in terms that are relevant to users. This service definition can
then be shared by various service management applications, including BMC Remedy ITSM and BMC Service
Request Management. The service catalog maintains key information about available services to customers.
With the creation of a full service catalog, the request management solution is used to build out the request types
that are supported for the services in the catalog. Supported requests should be tied to specific service offerings,
and contracts for those service offerings drive entitlement for requests.
Phase 3 Implementing mature service management processes
Formalize customer expectations in service level agreements and manage service delivery against these
expectations
Understand costs to deliver service in support of price definition, cost recovery, and more
Manage the service portfolio
The level of service that an IT department provides to a company must be aligned with the company's business
needs. The BMC Service Level Management application provides a solution that bridges operations and services.
BMC Service Level Management provides a way to review, enforce, and report on the level of service provided to
ensure that adequate levels of service are delivered in alignment with business needs at an acceptable cost. It
streamlines the most important task of all, the communication between a service provider and its customers.
BMC Service Level Management enables a service provider, such as an IT organization, a customer support group,
or an external service provider, to formally document the needs of its customers or lines of business by using
service level agreements, and to provide the correct level of service to meet those needs. BMC Service Level
Management is a continual and proactive process of:
Defining IT services
Agreeing on IT services
Monitoring IT services
Reporting IT services
Reviewing the performance of IT services
The entities used in monitoring service levels are service targets, agreements, and contracts.
Service cost management through BMC IT Business Management Suite
The BMC IT Business Management Suite is a comprehensive and integrated IT management system developed to
improve high-level decision making and optimize the use of IT resources. This suite provides a number of solutions,
including the BMC Financial Planning and Budgeting solution, which translates costs into business benefits and
establishes a level of IT financial transparency that allows IT and its major stakeholders to jointly make fully informed
IT investment decisions.
Service portfolio management
A service catalog is not a static document. It evolves as the demand for service from the customers evolves in terms
of type and quantity. Successful companies establish a governance process to make good decisions about what
new services to offer and what existing services to phase out.
New services enter the service portfolio as . The IT organization establishes a well-defined process planned services
to manage the lifecycle of a service from to to . planned production retirement
Service Catalog and Request Management use case
Each use case has a UML robustness diagram associated with it. A robustness diagram depicts the core
components of a system and how the components communicate or collaborate with one another to satisfy a use
case. Arrows between the components indicate the flow of information between the components.
Symbol Meaning
system
The goals of this use case are to illustrate how:
Self service initiates a service request through the Service Catalog
BMC Service Request Management automates the connection of service requests to back-office fulfillment
1.
2.
The end user accesses self service through the BMC Service Request Management interface. The user
browses the service catalog for service offerings that can be requested. The user can also access
information from the knowledge database.
After the user selects a service request offering from the service catalog, the interaction workflow steps the
user through a series of panels or questions that retrieve more information from the user.
3.
4.
5.
6.
7.
Advanced interface forms (AIFs) can be configured by administrators to retrieve information from integrated
data sources.
After all user information has been collected, the service request is submitted and the service fulfillment
engine starts the processing. BMC Service Request Management can be configured to connect to a variety
of back-end fulfillment systems through its fulfillment engine.
BMC Service Request Management workflow invokes and coordinates back-end processes such as the
Incident Management feature of BMC Service Desk, BMC Change Management, and BMC Atrium
Orchestrator workflow, which may integrate with other applications such as BMC BladeLogic.
The end user monitors the status of the overall service request through the self service interface. BMC
Service Level Management also monitors the status of the overall service request.
When all back-end processes complete their activities, the service fulfillment completes the service request.
Calbro Services company example
In the BMC Remedy IT Service Management (BMC Remedy ITSM) documentation set, a fictional company named
Calbro Services helps explain how BMC Remedy ITSM principles and procedures are used in practice.
Although Calbro Services is a fictional company, it is based on research of actual BMC customers. Learning how
Calbro Services manages common IT Service Management scenarios should prove useful as you use the BMC
Remedy ITSM applications in your own environment.
Calbro Services, a large, global company, is headquartered in New York City and publicly traded on the New York
Stock Exchange. The company has 27,000 employees in 240 offices located in 20 countries. The following table
describes key business services in Calbro Services:
Key business services
Service Description
Online banking 500 ATMs in major cities
WWW presence Corporate site and online brokerage services
Discount equity brokerage Online and storefront services
Sales force automation Automated sales activities such as leads, orders,
reports,
and so on
Customer support Support centers in the United States, Europe, and Asia
Mass marketing World-wide marketing campaigns aimed at making
Calbro Services a household name
BMC Service Management Process Model
IT Information Library (ITIL) describes best practices at a high level. It provides guidance on steps to take,
processes, and workflows. Organizations are then free to implement the work-level procedures for daily activities
that apply to their requirements.
The BMC Service Management Process Model illustrates how ITIL processes map to work instructions performed in
the BMC Remedy IT Service Management (BMC Remedy ITSM) applications. The BMC Service Management
Process Model describes a set of predefined processes for the delivery and support of information technology (IT)
services. The processes described by the BMC Service Management Process Model are aligned with ITIL good
practices.
The model was built to provide an easy-to-use interface that provides quick access to detailed information regarding
service management processes.
You can open BMC Service Management Process Model from any of the BMC Remedy ITSM application consoles
or forms by clicking the Process Overview icon.
The following video presentation provides an overview of the BMC Service Management Process Model.
View video on YouTube
Tip
The Incident Management and Problem Management features of BMC Service Desk, BMC
Change Management, Release Management, BMC ProactiveNet event management, and BMC
Service Level Management processes are developed from the BMC Service Management
Process Model.
Understanding the graphical elements of BMC Service Management Process Model
The main graphical elements used in the BMC Service Management Process Model interface are process model
and . box process model header
Process model box
On the main page of the BMC Service Management Process Model interface, process model boxes represent
discrete IT Infrastructure Library (ITIL) processes, such as Event Management.
Process model header
The horizontal frame that appears at the top of the page is the . On the BMC Service process model header
Management Process Model main page, the process model header contains the following text:
Service Management Process Model
When you click one of the process model boxes to enter a specific process model (for example, Event
Management), the content of the process model header changes to display the name of the process that you are
viewing (for example, Event Management).
Other graphical elements
The following table describes and shows examples of other graphical elements.
Element name Description File name Graphic
Page Header Background Controls the title
background on all pages
except the main page,
which does not use a
background
Background_Page_Head
er.jpg
Page Footer Background Controls the copyright
statement on all pages
except the main page. The
copyright statement on the
main page is HTML text.
Background_Page_Foot
er.jpg
Horizontal Background Controls the background
color of the process model
header
Background_
Horizontal.png
Vertical Background Controls the background
color of the buttons that
appear in the vertical
frame on the left side of
the browser window
Background_
Vertical.png
Bullet Used to display bullets in
front of text
Bullet.gif
Foundation objects
The Foundation contains the following objects, which are needed to support the applications:
Company
People
Organization
Support groups
Company
Company is a primary data structure in the foundation. This structure has two main purposes: tenancy definition and
external company definition.
Tenancy refers to how data and rules are partitioned within the BMC Remedy IT Service Management (BMC
Remedy ITSM) applications. For example, a company might have two business units that use the
BMCServiceDesk:Incident Management application. Each business unit has its own definitions of data,
categorizations, assignment rules, and approval rules to make sure that this data is not intermixed.
Tenancy enables you to define the partitions between the two business units and enforce the data level permissions
for access. In this example, a company would be defined for each business unit to define partitioning of rules and
data.
A primary function of the company data structure in the foundation is to define tenants that use BMC Remedy ITSM
applications. This function of company defines both how the application will partition the data and the rules for the
application, based on different distinct users of the application.
Business units are one example of partitioning. If you need to partition the data and the rules of the applications,
based on individual business units, then you need to define different companies for each business unit.
You can also use the company definition to define other types of companies that are used in the application, such as
manufacturers, suppliers, and so on.
Company types
Multi-tenancy
Company types
BMC Remedy ITSM supports the following company types:
Company types
Company type Description
Customer An external company for which you provide services
Generic contact A company that you want to reference on the People
form. A generic contact is used to track information
about people for informational purposes. You cannot
select a generic contact from within the BMC Remedy
ITSM applications.
Operating company An internal company or business unit for which you
provide services. In a Hub and Spoke environment,
companies that are resident on a spoke server and
receive IT Management support from a Service Provider
on the hub server must be defined as an Operating
company.
Service Provider company A company that is contracted to provide IT management
services to other companies (Operating companies). In
a Hub and Spoke environment, the company that is
resident on the hub server to provide IT management
services to other companies must be defined as a
Service Provider company. Operating companies that
are resident on the spoke servers.
Supplier company A third-party supplier of products
Manufacturer A company that manufactures a product identified in the
Product Catalog
Vendor A third-party vendor that provides services for you
Note
People cannot be associated to a Manufacturer type of company.
You can associate support groups (and relate people to those support groups) only for the following company types:
Customer
Operating company
Service Provider company
Vendor
Only users who are members of support groups can access core BMC Remedy ITSM forms, such as the Incident,
Change, Problem, and Asset forms. Even for users who are members of a support group, there are certain
exceptions based on the company type. For example, a user who is a member of a vendor company cannot create a
change or release, but can be assigned to work on the change either as a change or release coordinator or as a
change or release manager.
Customers who request support must belong to either a customer company or an operating company.
Companies can be more than one type. After the company has been created, you can add an additional company
type by opening the Company form and selecting the additional company type. When you save your changes, the
additional company type is appended to the existing company type.
Company types example
Calbro Services has an IT department that provides support for all employees of both Calbro Services and Company
A. Calbro Services is the , because some of the employees of Calbro Services are support staff. operating company
Because Company A receives support from the IT department, Company A is type of company. customer
A company is specified in the Product Catalog and is a company that manufactures software that is manufacturer
used by Calbro Services. For example, if Calbro Services uses Microsoft Word, Microsoft is the manufacturer.
A company that supplies this product to Calbro Services is a company. A company that supplies Microsoft supplier
Word licenses to Calbro Services is a supplier.
Both the manufacturer and supplier companies are external entities. They do not have access to the BMC Remedy
ITSM applications being used by Calbro Services. The distinction between manufacturer and supplier is crucial for
the Software License Management feature provided by BMC Remedy Asset Management.
If Company A requires support for a service that Calbro Services obtains from Company C, then Company C is a ve
type of company. Users in support groups for a vendor company can have access to BMC Remedy Service ndor
Desk to report incidents and problems.
Multi-tenancy
Multi-tenancy defines who has access to what data on a row-level basis. For example, in a service provider
environment a single application might be used by multiple companies, with the data for each company hidden from
other companies using that application.
To provide a user with access to data for multiple companies, add more companies to the Access Restrictions list. If
a user needs to access data for all companies, you can set the user's access to Unrestricted. After and field 112 fiel
are populated, any query to BMC Remedy AR System shows only rows of data that a user has permission d 60900
to see, based on their own permissions and the permissions in and . field 112 field 60900
In BMC Remedy IT Service Management (BMC Remedy ITSM), multi-tenancy is defined using companies.
Companies are defined as operating companies and vendor companies, and users are associated with these
companies to define their access rights. A user is associated with a company through the People form.
Implementation of multi-tenancy
The services provided by the BMC Remedy Action Request System (BMC Remedy AR System) platform are
primary to the implementation of multi-tenancy. BMC Remedy AR System enables you to control access to data
based on permission groups, and to determine if those permission groups have access to individual rows of data.
BMC Remedy IT Service Management (BMC Remedy ITSM) writes company IDs to a special field ). Each (field 112
data record contains this field, which is normally hidden. For example, when you select the contact and classification
companies on the Incident form, workflow updates values with the company IDs of the customer company field 112
and contact company. For child records, such as the tasks or costs associated with an incident, the tenancy
information is passed down from the parent.
While is populated based on the customer and contact companies of a record, is populated field 112 field 60900
based on the support company. The support company is the company of the staff assigned to a ticket, based on the
three-tier support group data structure (Support Company, Support Organization, and Support Group). i Field 60900
s populated on application forms based on the company that is assigned to that record. For example, on the Incident
form, when you assign the incident to a support group, workflow updates values with the group ID of the field 60900
assigned support company. For child records, such as the tasks or costs associated with an incident, is field 60900
passed down from the parent.
For more information about multi-tenancy, see . Configuring multi-tenancy
Related topic
Multi-tenancy and Data Management
People
The People structure within the BMC Remedy IT Service Management (BMC Remedy ITSM) applications includes
forms that are primarily accessed through the People form.
The main form (or parent form), People, is used to store an individual's contact information, their organization, and
location structures information.
Related topic
People information
Organization
The organizational structure describes the organizations and departments within a company.
Support groups
Support groups are used to define groupings of back-office staff, based on their skills. Support groups are also used
as the initial assignment for a incident, problem, change request, or release request.
The Support structure can differ from the organization structure.
A support staff member can belong to many support groups.
Vendor support groups can be defined to support external assignment of requests.
The Support Group role must be specified for information only; there is no associated workflow.
The Service Asset Lifecycle value path enables you to manage service assets from initial procurement to retirement,
as shown in the following illustration and described in the sections that follow. If applicable, this lifecycle can include
the harvesting of underutilized software licenses.
Maturity model for Service Asset Lifecycle
Service Asset Lifecycle use case
Illustration of Service Asset Lifecycle
This value path provides:
Software licensing and compliance tools
Integration with change management and incident management processes through BMC Service Support
applications
Integration with the BMC Atrium Configuration Management Database (BMC Atrium CMDB) product and
other inventory tools
Integration with vendor management
Integration with discovery
Integration with provisioning through the BMC BladeLogic Client Automation product
Reporting and analytics
BMC Atrium CMDB includes a common Definitive Media Library (DML) and Product Catalog. It provides the
common repository for all configuration items (CIs).
Tip
For information about configuring this value path, see Configuring Service Asset Lifecycle
.
For information about using the BMC Asset Management application, see Managing
. assets
Procurement
BMC Asset Management provides workflows for procurement, including receiving. Integrations are available so that
you can integrate with e-procurement systems. Use the BMC IT Business Management product to help manage the
vendor evaluation and selection process before procurement.
Capturing software license inventory and entitlements
You can store information about contracts and software licenses. License types give you the flexibility to capture the
rights applicable to each type of software license. BMC Asset Management is installed with standard license types,
including enterprise, site, and per-copy license types. However, you can configure license types to support your
custom agreements.
Deployment
After an asset is received, BMC Asset Management integrates with the BMC Change Management application to
trigger the appropriate deployment process.
Discovery
Typically, you populate BMC Atrium CMDB by discovering deployed software and other assets. You can use the
BMC Atrium Discovery and Dependency Mapping (BMC Atrium Discovery) product to populate CI data. BMC Atrium
CMDB provides reconciliation and normalization based on the DML and Product Catalog. The DML translates
discovery scan data into normalized software titles and descriptions. This normalization enables more accurate and
efficient matching of discovered software to licenses.
Analyzing software license compliance
The License Engine links the entitlements (recorded in software licenses) with the CIs in BMC Atrium CMDB. The
License Engine measures compliance by using the rules for the applicable license type. If you need to create your
own license types, you use a wizard to build the rules that define compliance criteria. Dashboards, alerts, and
reports help you to identify and analyze compliance issues.
Maintenance and support
You can set up maintenance schedules for your assets. Through the integration with BMC Service Support, you can
view the history of incidents associated with an asset.
Retirement and software license harvesting
When a computer goes out of service, the software license is reclaimed for future use. BMC Atrium Discovery
updates the software CI in BMC Atrium CMDB. The License Engine then determines that the license is available.
Maturity model for Service Asset Lifecycle
Your organization can reach the next step of service asset lifecycle maturity through best practices adoption and
native BMC product process integration. The following maturity model helps you optimize rollout of Service Asset
Lifecycle in phases.
Phase 1 Understanding your assets
Phase 2 Asset tracking and reporting
Phase 3 Maintaining standards
Phase 4 Optimizing service asset alignment
Phase 1 Understanding your assets
Focus on the location, identity, quantity, and current status of your assets. Understand how that static depiction of
your assets can change by the request and provisioning of assets. Look at what IT has, what your customers want,
and how IT provides assets. In this phase, implement discovery, request fulfillment, and order management. The
goals of this phase are:
Autodiscover deployed assets and software
Automate asset deployment and usage monitoring
Support reconciliation and normalization
Automate the supplier order fulfillment process
Increase the quantity of asset requests that follow automated standards
To support this phase, BMC recommends that you use the following products:
BMC Atrium Discovery and Dependency Mapping (BMC Atrium Discovery)
BMC BladeLogic Client Automation
Phase 2 Asset tracking and reporting
Focus on supporting and managing your assets. The goals of this phase are:
Track assets from initial deployment to retirement
Report on asset support costs
Track assets to support services
Perform comprehensive inventory tracking
Use analytics for reporting
BMC Dashboards for BSM
BMC Analytics for BSM
Phase 3 Maintaining standards
As assets move through their lifecycle, they are subject to changes. These changes include support cost changes,
physical changes, and the attribute and relationship changes associated with the asset and the role it plays in the
service lifecycle. Both strong change management practices and structured configuration management practices
support the change management activities for an asset. In this phase, you implement asset configuration
management and software license management. The goals of this phase are:
Increase visibility into the assets that compose a business and technical service
Reduce errors in the configuration of assets
Increase compliance with regulations and standards
BMC Atrium Configuration Management Database (BMC Atrium CMDB)
Phase 4 Optimizing service asset alignment
This phase covers highly mature asset management practices. You implement financial management and supplier
management. The goals of this phase are:
Decrease total cost of ownership of assets
Increase compliance and audit ability of software and hardware assets
Provide the business with financial data
Increase effectiveness of IT spend with suppliers
Optimize assets to support IT services
Decrease the effort to manage IT suppliers and vendors
BMC IT Business Management Suite
Service Asset Lifecycle use case
Symbol Meaning
system
The goal of the Service Asset Lifecycle use case is to illustrate how procurement requests are initiated and
managed through fulfillment.
1.
2.
The configuration administrator (asset manager) defines standard configurations for issued equipment. For
example, the configuration administrator defines a "Standard Sales Laptop Configuration" as being
comprised of a laptop, power supply, case, and external hard drive.
A license has been set up for Microsoft Project. Copies of the license are available from the inventory.
2.
3.
4.
5.
6.
7.
8.
Software License Management can be employed to ensure software license compliance.
The end user accesses self service through the BMC Service Request Management interface and requests a
Standard Sales Laptop Configuration pack and a copy of Microsoft Project.
BMC Service Request Management creates the purchase request and reserves a copy of Microsoft Project
from the pool of available licenses.
The configuration administrator reviews the purchase request and creates a purchase order for the laptop
and accessories.
On receipt of the purchase, the configuration administrator logs into the Receiving Console and marks the
items as received. BMC Asset Management automatically generates a new CI for the laptop request.
The configuration administrator creates a change request for the build and handover of the laptop and the
installation of Microsoft Project, which is completed once the user's laptop is installed.
After the laptop is installed, BMC BladeLogic Client Automation or a third-party discovery tool (like Microsoft
System Center Configuration Manager) enriches BMC Atrium CMDB with additional details concerning the
new laptop.
The BMC Change Management application provides a system for planning, scheduling, implementing, and tracking
changes that need to be completed within your organization. BMC Change Management is closely aligned with
standard ITIL service management processes. It works in conjunction with the BMC Remedy Approval Server and
the other BMC Remedy IT Service Management (BMC Remedy ITSM) applications. Using BMC Change
Management in combination with these applications enables you to assess the scope of a change, analyze the costs
associated with the change, perform impact and risk analysis, and schedule the resources needed to complete the
change. Using the BMC Service Level Management application enables you to define service targets and measure
the efforts of your support staff as they implement the changes.
Maturity model for Comprehensive Change and Release Management
Change Lifecycle Automation use case
Release Lifecycle Automation use case
Change Management for Virtual and Cloud Environments use case
BMC Change Management helps to:
Reduce the cost of change
Increase understanding of risks
Increase understanding of service relationships
Decrease total change planning and approval time
Reduce outages resulting from changes
Increase changes delivered on time and within budget
Release management
A release is a collection of related authorized changes to an IT service that are tested and introduced into the
production environment together. Release management works closely with configuration management and change
management to ensure that changes to the IT infrastructure are implemented to keep the functionality and levels of
services aligned with the business needs of customers.
The Release Management module that is included with BMC Change Management includes best practices to track
and manage change and deployment activities. The goal of Release Management is to provide enhanced
out-of-the-box support for managing standard release activities from request to planning and design, build, test,
deployment, and acceptance. Release Management includes default support for managing standard release work
items by:
Tracking and managing change and deployment activities
Automatically notifying stakeholders at every phase of the release process
Contributing to meeting auditable requirements for traceability through service transition
Delivering changes faster and at an optimum cost and minimized risk
Assuring that customers and users can use new or changed services in a way that supports business goals
Improving consistency in the implementation approach across the business change, service teams,
suppliers, and customer
With numerous changes occurring daily, Release Management is the key component in ensuring that applications
are successfully deployed without compromising the integrity or availability of the production environment. Using a
systematic and repeatable release process, organizations can achieve greater success rates of change rollout,
higher quality of IT service, and accelerated time-to-market.
Tip
For information about using BMC Change Management and Release Management, see Managin
and . g change requests Managing release requests
Maturity model for Comprehensive Change and Release Management
BMC's goal is to assist your organization to reach the next step of change management maturity by planning and
managing changes according to standards, enforcing policies, and provisioning to increase efficiency while
minimizing user impact and gaining maximum value from processes.
The maturity model for Comprehensive Change and Release Management includes the following phases:
Defining change processes
Configuration management
Release processes
Phase 1 Defining change processes
Phase 2 Configuration management
Phase 3 Release processes
Phase 1 Defining change processes
In this phase, you define a change lifecycle process model, and plan and define each stage of the change process
from creating the change to closing it after it has been completed. The goal is to implement changes efficiently while
minimizing negative impact on users during the implementation.
When planning the change processes, you must consider how the change requires the current configuration data,
business data, and obligatory service delivery data during that stage to minimize risks. The processes should
integrate defined service levels using BMC Service Level Management.
This phase also includes planning for processes to deal with emergency changes and implementation of frequent
low-level changes.
The goals of this phase are to:
Define change processes to implement changes in an efficient manner
Minimize negative impact during change implementation
Integrate defined service levels using BMC Service Level Management
Define processes for emergency change requests
Define processes for implementation of frequent change types
Phase 2 Configuration management
Using well-defined configuration practices is essential, whether you are planning a change or concluding a change
activity. Integrating with applications that provide required information about configuration items (CIs) helps you to
determine available configurations and define how to handle them during the implementation of a change.
The BMC Asset Management and BMC Configuration Management applications help manage information related to
CIs. The BMC Atrium Discovery and Dependency Mapping (BMC Atrium Discovery) product provides the
infrastructure to identify CIs and store related information in the BMC Atrium Configuration Management Database
(BMC Atrium CMDB). provides detailed information about the service asset lifecycle. Service Asset Lifecycle
This phase includes processes that ensure that effective decisions are made for assessing risk, prioritization, or the
escalation process.
Integrate with BMC Asset Management
Understand what CIs are available
Determine how to handle available CIs
Phase 3 Release processes
A release is a set of changes that are moved into the production environment at the same time. During this phase,
you define the release processes that define and plan a release and coordinate the release until closure of the
release request. A release can be part of a larger project defined in BMC IT Business Management and can be
initiated from within that application.
This phase also includes automation of the deployment process using the BMC BladeLogic Server Automation
Suite.
Define release processes
Integrate implementation of releases that are a part of a larger project
Automate deployment processes
Change Lifecycle Automation use case
Symbol Meaning
system
1.
The goal of the Change Lifecycle Automation use case is to illustrate how change requests are initiated and
managed through fulfillment.
1.
2.
3.
4.
5.
6.
7.
8.
9.
To provision a new change request, a user uses BMC Service Request Management (SRM). For purposes of
this use case, BMC Service Request Management comprises seven key components Service Request
Portal, Service Fulfillment Engine, Service Catalog, BMC Change Management, Task Management System,
BMC Asset Management, and BMC Atrium CMDB. A user, using the Service Request Console, selects a
service offering that represents the provisioning of a virtual system and associated software. Depending on
how the service request has been configured, the user might be asked a series of questions regarding such
things as server capacity or software to be deployed.
When the user submits the request, it is passed to the Service Fulfillment Engine.
The Service Fulfillment Engine invokes BMC Change Management, passing all required information. A
change request is created with data values transferred from the service request through the Service
Fulfillment Engine.
Alternatively, IT Support users can create change requests directly through the Change Management
Console or through the Incident and Problem Management functions of BMC Service Desk.
Change approvals are processed within the BMC Change Management process workflows. Changes might
be preapproved or might require approval.
Within BMC Change Management, the change request acts as the parent object to change tasks that are
created through the foundational Task Management System. When the change request is approved, tasks
are activated.
Tasks are processed in a serial, parallel, or successor-predecessor relationships. Tasks can be integrated to
external systems via the CAI Integration Subsystem. For example, mechanisms as basic as scripts or as
robust as BMC Atrium Orchestrator can be leveraged to integrate individual tasks with external fulfillment
systems such as BMC BladeLogic.
Tasks can include activities to update the CMDB or Asset attributes through BMC Asset Management or
through the Asset Inventory component of BMC Change Management when BMC Asset Management is not
present.
When all tasks are completed, the parent change request is completed.
Release Lifecycle Automation use case
Symbol Meaning
system
The goal of the Release Lifecycle Automation use case is to illustrate how release requests are initiated and
managed through fulfillment by coordinating change implementations.
1.
2.
3.
4.
5.
6.
7.
8.
Release requests might be a result of an end user request from the BMC Service Request Management
interface, but they are not created directly by end users. To provision a new release request, a user starts
with BMC Service Request Management (SRM). For purposes of this use case, BMC Service Request
Management comprises six logical components Service Request Portal, Service Fulfillment Engine,
Service Catalog, BMC Asset Management, BMC Change Management, and BMC Atrium CMDB. A user,
using the Service Request Console, selects a service offering that represents the provisioning of a virtual
system and associated software. Depending on how the service request has been configured, the user might
be asked a series of questions regarding such things as server capacity or software to be deployed.
When the user submits the request, it is passed to the Service Fulfillment Engine.
The Service Fulfillment Engine invokes BMC Change Management, passing all required information. A
change request is created with data values transferred from the service request through the Service
Fulfillment Engine.
The Release Coordinator reviews the change request and creates a release request to manage
non-standard changes.
Alternatively, IT Support users can create release requests directly through the Release Management
Console. This procedure is called Release Coordination and is used to initiate the implementation of
releases.
The Release Management process coordinates changes and activities through a series of milestones. These
milestones include the Initiate milestone, the Build milestone, the Test milestone, and the Deployment
milestone.
The process can include activities to update the CMDB or Asset attributes through BMC Asset Management
or through the Asset Inventory component of BMC Change Management when BMC Asset Management is
not present.
After all changes and activities are completed, the release request can be completed and closed.
Change Management for Virtual and Cloud Environments use case
Symbol Meaning
system
1.
2.
The goal of the Change Management for Virtual and Cloud Environments use case is to illustrate how BMC Change
Management supports BMC Cloud Lifecycle Management version 1. . x
The cloud end user submits requests to provision new virtual machines (VMs) through the Cloud End User
Portal, a component of BMC Cloud Lifecycle Management.
2.
3.
4.
5.
6.
7.
8.
A list of VM Guest Packages that can be requested is returned via integration to BMC BladeLogic Server
Automation through BMC Atrium Orchestrator.
The Service Fulfillment Engine invokes BMC Atrium Orchestrator provisioning workflows.
BMC Atrium Orchestrator workflows coordinate changes and change tasks, and invoke BMC BladeLogic
Server Automation through the BladeLogic Command Line utility (BLCLI) to create new VMs.
Different tasks can be invoked during provisioning, including creating additional software packages after the
VM has been provisioned, and applying compliance monitoring and performance monitoring agents.
BMC Atrium Orchestrator workflows also add the new VM to the CMDB.
Throughout the process execution, the end user can view the status of the provisioning through the Cloud
End User Portal.
After all provisioning activities are completed, all change tasks are closed and the service request status is
set to completed.
Business value
BMC Remedy OnDemand and BMC Remedy IT Service Management (BMC Remedy ITSM) address the following
business goals:
Effective collaboration and reporting
IT transparency (visibility of costs and business-value contributions)
Improvements from tool and process standardization
Flexible and agile services
Fast tracking of your ITIL initiatives
Support for multi-tenancy and multi-lingual implementations
Single, central, shared data model
How BMC provides value
BMC provides a one-stop solution that is single suite of products that supports all your ITIL service support needs
from architecture to integration and implementation to support.
Provided capabilities Value path
IT asset management natively integrated with a full
suite of service support applications
Service desk consolidation that unifies all service
desks onto a single, integrated platform
Reduced calls to the service desk by fully automating
service requests and integrating with the BMC
Remedy Service Desk workflow engine
Best practice Incident Management processes to
manage the entire incident resolution process in
order to restore service as quickly as possible
Best practice Problem Management processes to
remove defects from the IT infrastructure, eliminate
recurring incidents, and stabilize the environment
Tightly integrated Knowledge Base that provides
ready access to common solutions, known errors,
and workarounds to expedite incident resolution
Self-service for searching FAQs, known solutions,
and workarounds to common issues that encourages
user self-sufficiency and reduces call volumes
A service catalog that enables you to view the details
and relationships of IT and business services and
add new services to your service model
Streamlined change and release process and
approvals
ITIL and BMC Remedy ITSM
IT Information Library (ITIL) is the foundation for achieving the goals of the BMC Remedy IT Service Management
(BMC Remedy ITSM) applications.
ITIL provides the leading set of best practices for service management. It defines important business processes and
provides a flexible well-designed framework that can be tailored to the specific needs of your organization.
Video
ITIL V3 and BSM Architecture
ITIL defines a broad set of recommendations that explain effective ways to handle many aspects of IT support and
delivery, including asset and configuration management, change management, release management, incident
management, and problem management.
BMC Remedy ITSM automates standard ITIL processes out of the box. Extensive configuration options enable you
to tailor the applications to the needs of your organization. The following table maps ITIL processes to BMC Remedy
ITSM applications.
ITIL processes and BMC Remedy ITSM applications
ITIL process BMC Remedy ITSM application
Change management BMC Change Management
Release management BMC Change Management
Incident management Incident Management feature of BMC Service Desk
Problem management Problem Management feature of BMC Service Desk
Service asset and configuration management BMC Asset Management
Service level management BMC Service Level Management
Service request management BMC Service Request Management
Knowledge management BMC Knowledge Management
ITIL describes best practices at a high level. It provides guidance on steps to take, processes, and workflows.
Organizations are then free to implement the work-level procedures for daily activities that apply to their
requirements.
The illustrates how ITIL processes map to work instructions performed in BMC Service Management Process Model
the BMC Remedy ITSM applications.
Best Practice views of key forms help streamline work to ITIL best practices.
Value of knowledge base search
BMC Knowledge Management provides the infrastructure for creating, storing, publishing, reviewing, and searching
IT knowledge articles to aid service desk analysts via a knowledge base of easy-to-find solutions, and give users
self-service search options to help them resolve issues on their own.
With BMC Knowledge Management, you can:
Improve service quality through easy access to knowledge
Reduce support calls and costs by enabling users to search without involving the service desk
For more information, see . BMC Knowledge Management
BMC Remedy ITSM Process Designer is a tool that you can use to build and implement processes for requests
such as change and service requests. BMC Remedy ITSM Process Designer contains the following components:
Process templates
Process Tracker
Process wizard
The following information is provided in this topic:
Important Process Designer functionality
Features
Process Designer documentation
Important Process Designer functionality
BMC Remedy ITSM Process Designer provides a graphical interface for building processes that can be executed
within BMC Remedy ITSM applications based on tasks, dependencies, decisions, and rules, without the need to
develop new applications, customize existing applications, or customize or update multiple complex templates. BMC
Remedy ITSM Process Designer is useful for systems that require multiple different processes and tasks depending
on the type of request.
BMC Remedy ITSM Process Designer also provides the following functionality:
A Process Tracker to view the status and history of each instance of the process
Release management with full auditing and rollback capability
Decision tree support and a data entry wizard
Full integration with the out-of-the-box BMC Remedy ITSM applications and custom-built applications
Import and export capability for migrating processes between servers
Using BMC Remedy ITSM Process Designer with BMC Remedy ITSM provides the following benefits:
Processes that fit your business You can design and implement processes that fit your business
without having to customize the existing out-of-the-box applications.
Understand and review the processes easily You use the graphical format to build and review
processes in exactly the way that they are implemented.
Faster deployment at lower cost You can use a simple graphical interface to implement processes
without having to customize BMC Remedy ITSM applications.
Reduced support and upgrade costs BMC Remedy ITSM Process Designer helps reduce time and
effort to support the BMC Remedy ITSM applications because no additional development or customization is
needed.
Streamlined processes BMC Remedy ITSM Process Designer enables automation of processes by
implementing automated actions and approvals.
Adherence to management, compliance, and audit requirements The Process Diagram and Process
Tracker provide a diagrammatic view of the process and its current status, and a historical flow of every
transaction through the process.
Simplified user interface You can build decision trees quickly to provide a simplified user interface for
the data required to support processes.
Automated, built-in version control Processes are automatically version-stamped, which enables you to
easily roll back to or report usage of earlier versions.
Features
BMC Remedy ITSM Process Designer consists of the following features:
Version control
Process automation
Version control
BMC Remedy ITSM Process Designer uses version numbers to provide configuration management of processes.
Every process template is automatically assigned a unique version number, which helps you to restore to earlier
versions of the template when you perform testing.
Process automation
BMC Remedy ITSM Process Designer provides full automation of service management processes, which helps
eliminate the overhead of manual work and improve the efficiency and accuracy of component activities. You can
define business rules in BMC Remedy ITSM Process Designer that are required to automate each step in an
individual process. BMC Remedy ITSM applications interpret these business rules at runtime and use them to
automatically process each step without the need for manual intervention.
You can automate a chain of process steps that ultimately can automate the complete process, letting the users
manage exceptions and nonstandard requests.
Process Designer documentation
Current customers of BMC Remedy ITSM Process Designer can use the information in the following table to locate
content in the online documentation that was previously provided in PDF format. In many cases, the content has
been distributed among several sections in the BMC Remedy IT Service Management space, depending on the task
being performed.
Previous documents New topic
BMC Remedy IT Service Management Process
Designer Concepts Guide
BMC Remedy ITSM Process Designer 8.3.03
deployment example
Designer Installation Guide
Installing BMC Remedy ITSM Process Designer
Uninstalling BMC Remedy ITSM Process Designer
Upgrading BMC Remedy ITSM Process Designer
Troubleshooting Process Designer
Designer User Guide
Accessing BMC Remedy ITSM Process Designer
BMC Remedy ITSM Process Designer interface
Localizing BMC Remedy ITSM Process Designer
field labels
Managing processes with BMC Remedy ITSM
Process Designer
Importing and exporting process templates
BMC Remedy ITSM Process Designer Configuration
Guide
Configuring BMC Remedy ITSM Process Designer
Process templates
Processes created within BMC Remedy ITSM Process Designer are stored in the BMC Remedy database. Each
process that consists of a collection of tasks, dependency rules, SLA targets, actions, and related fields is called a pr
. ocess template
A process template is a combination of a header record and a logical grouping of tasks. The header record holds
information about the status of the process and its version number, name, type, and SLA. It is called a template
because it can be used as the basis for a process that relates to an application record such as a fault, incident, or
change request within the BMC Remedy ITSM applications.
Both processes and tasks have associated SLAs, which define the time that is allocated to complete the process
and its component tasks.
Process template states
Process templates can be in different states, like, design, test, live, suspended and archive. The various process
template states and the valid transitions between those states are shown below.
Process Tracker
Process Tracker is a component of BMC Remedy ITSM Process Designer that you use to graphically track the
progress of requests based on the tasks completed, assigned, and are outstanding (pending). Each task is
color-coded to indicate the current status, as defined in the legend.
Process Tracker is installed as a Data Visualization Module (DVM) and viewed in the data visualization field. The
installation of the DVM is performed automatically as part of the Process Designer Integration Configuration Tool
(PDICT) Core application installation.
Process Tracker runs on BMC Remedy Mid Tier. If errors
occur in the display of Process Tracker diagrams, seeTrou
. bleshooting Process Designer installation
Process wizard
The Process wizard in BMC Remedy ITSM Process Designer:
provides a method of entering data for a request
helps navigate the best-practice process flow without the need for specialized training on the BMC Remedy
ITSM applications
The Process wizard is generated directly from the BMC Remedy ITSM Process Designer process definition.
Therefore, you can customize this wizard to select what data must be captured from the requests and what work
instructions must be provided.
By using the Process wizard to capture data, you eliminate the need to customize your application and reduce the
effort and risk associated with future application upgrades.

You can use the Process wizard with BMC Remedy ITSM applications version 7.6.04 and later, including Incident
Management, Problem Management, BMC Change Management, Work Orders, BMC Service Request
Management, and any custom applications.
Planning
The following topics provide information for planning to install BMC Remedy ITSM applications:
Security
User permissions
Deployment architecture
Planning to upgrade
System requirements
License entitlements for BMC Remedy IT Service Management
BSM environment recommendations
Language information
Architecture and performance optimization - recommended approach - ITSM 8.1
Optimizing performance
Recommendation
Before you install the product, you should review and understand the entire installation process.
For information on installing the product, see . Installing
Note
To avoid installation problems, consider installing only one instance of the product on your
computer.
Security
BMC Atrium Single Sign-On is an authentication system that supports many authentication protocols and provides
single sign-on and single sign-off for users of BMC products. BMC Atrium Single Sign-On allows users to present
credentials only once for authentication and subsequently be automatically authenticated by every BMC product that
is integrated into the system.
This authentication method requires that you have previously installed the BMC Atrium Single Sign-On server and
configured it with an authentication server such as Lightweight Directory Access Protocol (LDAP), RSA SecurID, or
others. Not only does BMC Atrium Single Sign-On support authentication with traditional systems such as LDAP or
Microsoft Active Directory, it also supports integration into existing single sign-on systems. BMC Atrium Single
Sign-On is the central integration point that performs integration with the local enterprise systems.
Related topics
Planning a BMC Atrium Single Sign-On installation
Installing BMC Atrium Single Sign-On with the AR System server and mid tier
Configuring BMC Atrium Single Sign-On after installation
Integrating BMC Atrium Single Sign-On with AR System
Managing users
User permissions
User permissions let you control how people access and interact with the BMC Remedy ITSM suite. You assign
user permissions from the form as described in the topics listed under the Related topics heading below. People
There are different aspects to the user permissions, which together make up the permission model:
Permission groups, which control access to basic application, module, and sub-component functions.
Support groups, which control access to data.
Functional roles, which provide extended access to application, module, and sub-component functions.
Click the related links for more information about each aspect of the permission model.
Related topics
To see how you assign user permissions from the People form, see the following topics:
People information
Adding people information
Adding people records from a template
Adding people without using templates
For information about how licenses relate to permissions, see the following topics:
Activating application licenses
License types for users to access BMC Remedy AR System server
Video
Watch the video, for an overview of how Wrap up the Permission Model within the ITSM Suite
permissions work in the BMC Remedy ITSM suite.
Permission groups and application access
In BMC Remedy ITSM Suite, the permission groups control what areas of the application a user can access. Each
permission group can access only certain areas of the application. A user can belong to more than one permission
group.
Typically, you assign permissions groups to the users in your IT organization based on their roles and
responsibilities. The combinations suggested in the following topics are defined by ITIL as typical and are used by
the BMC Service Management Process Model.
The topics in this section recommend how to map permission groups to people, based on their role.
Key permission groups
When you assign permissions to someone, it is important to use only the minimum number of permissions that allow
that person to perform their job.
Recommendation
Use only one permission group for any given role.
The following table illustrates the most commonly used permission groups needed by users to perform their duties.
For a detailed description of all of the permission groups that are available for a particular application, click the link in
the Application column.
Key user permission groups for each application
Application Key permission groups
Asset Admin or Asset User
Contract Admin or Viewer
Purchasing User
Receiving User
BMC Change Management Infrastructure Change Master, User or Viewer
Release Management Release Master, User or Viewer
BMC Service Desk: Incident Management Incident Master, User, or Viewer
BMC Service Desk: Problem Management Problem Master, User or Viewer
Business Manager
Service Request User
Work Order Master
BMC Knowledge Management Knowledge Admin, User or Viewer
Task Management Task User (This is only required in certain permission
combinations.
The remaining permissions control access to the application configuration functions and are typically assigned either
to an Application Administrator or an Application Process Owner. These permissions are described in the following
table:
Administration and process owner permissions
Application Application Administrator/Process Owner
permissions
Asset Config
Contract Config
BMC Change Management Change Config
Release Management Release Config
BMC Service Desk: Incident Management Incident Config
BMC Service Desk: Problem Management Problem Config
Business Analyst
Entitlement Administrator
Request Catalog Manager
SRM Administrator
Work Order Config
Requester console
Requester Console Config
Requester Console Master
Summary Definition Config
BMC Knowledge Management Knowledge Config
Activity Activity Config
Financial Cost Manager
Foundation
Approval Admin
ASE-Administrator
Command Event Master
Config Categorization Admin
Config Categorization User
Config Group Mapping Admin
Contact Location Admin
Contact Organization Admin
Contact Support Admin
Contact People Admin
Contact People HR Admin
Contact People User
DSL Master
Licensing
Notification Admin
Security
Return on Investment ROI Admin
Task Management
Task Administrator
Task Application Config
Task Process Config
Permission groups hierarchy
Permissions groups are used to grant users access to applications, modules, and sub-components in the BMC
Remedy ITSM Suite.
There is a hierarchical relationship among the BMC Remedy ITSM suite of application permissions groups. The
following table lists the permissions groups from greatest to least access.
Permissions group Access level Example
Admin
or
Master
The Admin and the Master
permissions groups are at the top of
the hierarchy. They grant users the
highest level of access within a
given application component. This
permissions group typically includes
the ability to create and modify all
records within the component.
Admin or Master permissions group
access supersedes the User
permissions group.
Incident Master
User Grants users the standard level of
access within a given application
component. This permissions group
typically includes the ability to create
and modify records. There are,
however, some limitations imposed
when modifying records. User
permissions group access
supersedes the Submitter
permissions group.
Asset User
Submitter Grants users permission to create
records but not to modify them. This
permission does not require an
application license. Submitter
permissions groups access
supersedes the Viewer permissions
group.
Change Submitter
Viewer Grants users read access within a
given application component. This
permission does not require an
application license.
Problem Viewer
Note
Config is also a permission group, but it falls outside of the hierarchy described above. Config
permissions grant access to configure an application. An example of Config permissions is
Incident Config.
Each higher-level permissions group grants all of the access rights of the permissions groups below it in the
hierarchy. For example, if you assign someone to the Change Master permissions group, you do not need to assign
them to the Change User permissions group. As a member of the Master permissions group, they automatically
have User permissions, and so on.
If you assign a user to more than one permissions group for the same application component, you create a do
variance in the recommended permission combinations.
Notes
When you assign a user to more than one permission group for the same application, the user is
granted the permissions associated with the permission group with the greater access. For
example, if a user is added to the Master permission group and the Viewer permission group, the
user has Master permissions.
In some cases, the functions from one permissions group are automatically granted to another
permissions group. For example, if you grant someone Incident User permissions, you do not
have to grant them Task User permissions. Incident User permissions automatically inherit the
functions of the Task User permissions.
Related topics
Adding a support staff person
Functional roles - extended access
AR System permission groups
The BMC Remedy AR System permission is used in BMC Remedy ITSM Suite applications. This Administrator
permission grants administrator access to BMC Remedy ITSM Suite applications through BMC Remedy Developer
Studio. Administrator responsibilities include installing and maintaining BMC Remedy ITSM Suite applications and
making changes within BMC Remedy ITSM.
This permission is generally reserved for developers who need access to BMC Remedy AR System and system
administrators who need access to BMC Remedy ITSM system forms.
Note
This permission does not grant user access to forms. Additional application and module
permissions are required for form access.
Foundation module permission groups
The Foundation module is installed along with BMC Remedy ITSM suite applications. BMC Remedy ITSM suite
applications use the Foundation module to manage common data structures used by all applications. These data
structures include Company, Organization, Location, Support Groups, People, Categorization and Product Catalog
information. Foundation is also used to configure the AR Approval, Assignment, and the Notification engine.
Recommendation
Among the permission listed in the table, below, are four key permissions that give configuration
access to the main data structures of the BMC Remedy ITSM suite applications. These
permissions are needed when starting the configuration process and include:
Config Categorization Admin (used to configure the main categorization data structures)
Config Group Mapping Admin (used to configure assignment routing mappings)
Contact Location Admin (used to configure the Company and Location data strictures)
Contact Organization Admin (used to configure the Company, Organization and People
data structures)
Note
None of the permissions listed in this table need an application user license.
A description of the permissions needed for the following Foundation sub-components is also provided:
Asset Inventory permissions
Requester console permissions
Description of the Foundation module permission groups
Permissions Description
Approval Admin Users with Approval Admin permissions can access the
BMC Approval Server administration console. The
Approval Server comes with the BMC Action Request
System platform and is installed independently of the
BMC Remedy ITSM suite applications.
You must also be a registered as Recommendation:
an active Process Administrator with Full Admin
authority or an AR System Administrator to access the
BMC Approval Server administration console. Typically,
these permissions are needed only if you are extending
or customizing the out-of-the-box approval server
configurations. These permissions are not needed to
manage the BMC Remedy ITSM suite applications
Approval Mappings.
ASE-Administrator Users with ASE-Administrator permission have
configuration access to the BMC Assignment Engine.
The BMC Assignment Engine comes with the BMC
Action Request System platform and is installed
independently of the BMC Remedy ITSM suite
applications.
Typically, these permissions are Recommendation:
only needed if you are extending or customizing the
out-of-the-box assignment engine configuration options.
These permissions are not needed to manage the BMC
Remedy ITSM suite applications Assignment Mappings.
Command Event Master Users with Command Event Master permission can
perform the following functions:
Register applications that use CAI - an advanced
feature.
Define commands, command parameters and
command parameter mappings for the CAI - an
advanced feature.
The Infrastructure Change Recommendation:
Config and the SRM Administrator permissions also
grant access to the same two functions in the
preceding list. Users with these permissions do not
need the Command Event Master permission.
Typically, these permissions are needed only if you
are extending or customizing the CAI plug-in.
Config Categorization Admin Users with Config Categorization Admin permission can
Configure catalog mappings.
Configure generic catalog structures (for example,
the Resolution Category and Root Cause
categories).
Configure operational categories.
Configure product categories.
Access the Product Catalog console.
This is a key permissions group Recommendation:
for Application Administrators who are implementing
and administering BMC Remedy ITSM suite
applications.
Config Categorization User This permission grants the same level of access as the
Config Categorization Admin permission.
Config Group Mapping Admin Users with Config Group Mapping Admin permission
can configure Assignment Mappings.
This is a key permissions group for Recommendation:
Application Administrators who are implementing and
administering BMC Remedy ITSM suite applications.
Contact Location Admin Users with Contact Location Admin permission can
Create and modify company data.
Configure country currencies.
Create and update country, state or province and city
data.
Create and update site data.
Access the product catalog console.
This is a key permissions group Recommendation:
for Application Administrators who are implementing
and administering BMC Remedy ITSM suite
applications.
Contact Organization Admin Users with Contact Organization Admin permission can
perform the following functions that span the following
three components:
Foundation component
: Organization data
Create company data.
Modify support group data.
People data:
Create and modify all people records (full access to
people data including both support and non-support
staff excluding access to HR specific attributes).
Access the people management console to perform
bulk updates.
Perform support company access configuration.
Configure people templates.
Access the product catalog console.
(when Change Change Management component
component is installed)
Configure Approval Mappings.
(when Release Release Management component
Configure Approval Mappings.
This is a key permissions group for Application
Administrators who are implementing and
administering BMC Remedy ITSM suite applications.
Users with Contact Organization Admin Note:
permissions do not need Contact Support Admin,
Contact People Admin and Contact People User
permissions.
Contact Support Admin Users with Contact Support Admin permission can
perform the following functions that span the following
three components:
Create and modify all people records (full access to
people data including both support and non-support
staff excluding access to HR specific attributes).
bulk updates.
Configure people templates.
(when Change Change Management component
Configure approval mappings.
(when Release Release Management component
Configure approval mappings.
People with Contact Support Recommendation:
Admin permissions do not need the Contact People
Admin and Contact People User permissions.
Contact People Admin Users with Contact People Admin permission can
Create and modify all non-support people records
(these permissions do not allow a user to create
support staff people records, nor does it give access
to HR specific attributes).
bulk updates.
People with Contact People Recommendation:
Admin permissions do not need Contact People User
permissions.
Contact People HR Admin Users with Contact People HR Admin permissions can
access the following information from the tab Attributes
on the People form:
HR attendance management
HR time management
Benefit information
Travel profile
Give these permissions with one Recommendation:
of the following permissions to give access to the HR
specific attributes mentioned in the preceding list:
Contact People User
Contact People User Users with Contact People User permission can create
and modify all non-support People records. These
permissions, however, do not allow a user to create
Support Staff people records, nor do they give access to
HR specific attributes. People records can be created
only in the "Proposed" state and access to change
Profile Status is not permitted with these permissions.
The Contact People User permissions are superseded
by the Contact Organization Admin, Contact Support
Admin and Contact People Admin permissions.
DSL Master Users with DSL Master permissions can perform the
following functions from the Product Catalog console:
Create products and suites.
Create patch files.
Create SLIs.
The following three foundation Recommendation:
permissions groups grant the same access to the
Product console so Users with any of these
permissions do need DSL Master permissions:
Contact Location Admin.
Contact Organization Admin Config Categorization
Admin.
DSL Viewer Users with DSL Master permissions have access to the
following functions from the Product Catalog console:
View products and suites.
View patch files.
View SLIs.
These permissions should be given to users who
need to view Product information using the Product
Catalog console.
Licensing Users with Licensing permissions can grant AR Fixed or
Floating licenses to a person from within the People
form.
Give these permissions with one of the following
permissions to give grant access for the Action Request
System licenses as mentioned above:
Contact People User
Notification Admin Users with Notification Admin permissions can perform
the following functions:
Configure country code option for paging services.
Configure prefix numbers that appear on numeric
pager messages to identify which application sent the
page.
Configure pager service parameters.
Give the Notification Admin permission to an
Application Administrator who configures the paging
parameters used in the Notification Engine.There are
additional configuration forms used by the Notification
Engine that can be configured, however you need AR
Administrative permissions to access these forms.
Security Users with Security permissions can reset other user's
passwords from the Password Rest form.
Grant the security permission to the Application
Administrator who resets passwords. This permission
can also be given to user's performing the role of a
Service Desk Agent.
Asset Inventory permissions
The Asset Inventory sub-component is installed with most BMC Remedy ITSM applications and lets you access CI
information within the CMDB. It provides two key features:
IT CI Lifecycle management, which allows users to manage CIs through their lifecycle (that is, from
requisition, to deployment, to retirement).
Inventory Management, which allows users to manage CIs and bulk items in inventory.
When you are assigning permissions to users, the permissions related to this component are found under the Asset
Management heading.
Notes
The information about the four Asset Inventory component permissions also applies to the BMC
Asset Management application. This means that when BMC Asset Management is installed,
users with these permissions also inherit access to the features described in the Asset
Management section below.
None of the permissions listed in the following table need an application user license.
Description of the Asset Inventory permissions
Asset Admin Users with Asset Admin permission can perform
following functions:
Create and modify all CI data.
Create CI relationships (to other CIs and well as
People, Organizations and Support Groups).
Manage CI's in Inventory
Limit the use of these Recommendation:
permissions to individuals with a Configuration
Administrator role. Asset Admin supersedes the
Asset User and Asset Viewer permissions group.
Users with Asset Admin permissions do not need
Asset User or Asset Viewer permissions.
Asset User Users with Asset User permissions can:
Modify CI data
Create CI relationships with other records such as
incidents requests, people records, organizations and
support groups (they cannot, however, create
relationships with other CIs)
Read all CI data
The permission allows users to modify only the Note:
data of CIs for which they have been granted update
access. Update access is granted by relating a CI to
one or more of the user`s Support Groups.
Limit the use of these Recommendation:
permissions to individuals who are directly supporting
specific CIs and who must update CI attributes and
relationships. Users with Asset User permissions do
not need Asset Viewer permissions.
Asset Viewer Users with Asset Viewer permission can view all CI
data.
The Asset Viewer permission is automatically granted
when any of the following permissions are granted:
Incident Master
Problem User
Problem Master
Infrastructure Change User
Infrastructure Change Master
Infrastructure Change Config
Release Config
Release Master
Release User
Task Manager
Task User
Purchasing User
Contract Admin
Contract User
Contract Viewer
Request Catalog Manager
Grant these permissions to all Recommendation:
Support personnel. Having access to CI information
is vital for most IT Infrastructure Library (ITIL)
processes.
Asset Config Users with Asset Config permissions can configure the
follow areas within the Asset Inventory component:
Asset Management settings
Bulk CI Reorder Level and Lead Time Specifications
They can also perform CI deletion functions.
Grant these permissions only to individuals Note:
who must configure the Asset Inventory component
functions. Typically, these people fill the role of an
Application Administrator.
Requester console permissions
The serves as the front end for the BMC Service Desk: Incident Management and BMC Change Requester Console
Management applications. It enables users to quickly submit change requests or incidents.
Notes
None of the permissions listed in this table need an application user license.
If BMC Service Request Management is installed, then the Requester console permissions are
replaced by the . When this BMC Service Request Management application permissions
happens, the Requester console permissions are not available to select.
Description of the Requester console permissions
Requester Console Config Users with Requester Console Config permission can
Configure Application Settings specific to the
Requester console functions.
Create and update Summary Definitions that are
used within the Requester console.
Configure Survey questions.
Configure Request rules.
Grant these permissions to Recommendation:
individuals requiring access to configure the
previously mentioned component functions. Typically,
you grant these permissions to someone playing the
role of an Application Administrator.
Requester Console Master Users with Requester Console Master permission can
Configure Application Settings specific to the
Requester console functions.
Create and update Summary Definitions that are
used within the Requester console.
Configure Survey questions.
Configure Request rules.
View and limited update access to the Service
Request form.
individuals requiring access to configure the
previously mentioned component functions. Typically,
you grant these permissions to someone playing the
role of an Application Administrator.
The Requester Console Master permissions Note:
supersede the Requester Console Config permission.
Therefore Users with these permissions do not need
to be granted the Requester Console Config
permission.
Summary Definition Config Users with Summary Definition Config permission can
create and update Summary Definitions that are used
within the Requester console
individuals requiring access to configure the previously
mentioned component functions. Typically, you grant
these permissions to someone playing the role of an
The Requester Console Config and Requester Note:
Console Master permissions supersede the Summary
Definition Config permission. Therefore Users with
either of these permission does not need to be granted
the Summary Definition Config permission.
Asset Management permissions
The following permissions are available in BMC Asset
Management:
Permissions Description Application user license type
Asset Admin Fixed or Floating
Users with Asset Admin permissions
can perform all of the Asset
functions as well as the Inventory
following Asset Management
functions:
Create, modify, and administer
contracts.
Create and modify license
certificates from the Service
Activation Management console.
Create and modify CI
Unavailability records (also
referred to as Outage records).
Manage configurations.
Manage schedules.
Manage costs.
Perform bulk update functions.
Configure costing and charge
back periods from the Application
Administration console.
Note
This
permission
does not grant
access to
purchasing or
receiving
functions.
Recommenda
tion
Grant these
permissions
only to
individuals
playing a
Configuration
Administrator
role.
Users with
Asset Admin
permission
have full
access to
contracts and
SWLM
features,
which means
they do not
need any
other Contract
permissions
unless they
must create
new Contract
Types (this
ability is given
with Contract
Admin
permissions)
or configure
certain
aspects of
SWLM (this
ability is given
with Contract
Config
permissions).
A person with Asset Admin
permissions does not need Asset
User and Asser Viewer
permissions.
Asset User Users with Asset User permissions
can perform all of the Asset
functions:
Fixed or Floating
Create and modify contracts.
Create, modify, and delete the
following within a CI record to
which the user has access (but
they cannot perform these
functions from the Asset
Management console):
Contracts
Configurations
Costs
Outages
Returns
Schedules
Asset Admin permission is
required to access
inventory management
and bulk update features.
Note
This
permis
sion
does
not
grant
access
to the
followi
ng
functio
ns:
I
n
v
e
n
t
o
r
y
m
a
n
a
g
e
m
e
n
t
B
u
l
k
u
p
d
a
t
e
P
u
r
c
h
a
s
i
n
g
R
e
c
e
i
v
i
n
g
Recom
menda
tion
Grant
these
permis
sions
to
individ
uals
who
are
directly
suppor
ting
specifi
c CIs
and
who
must
update
CI
attribut
es and
relatio
nships.
The Asset User
permissions do not have
equivalent permissions to
the Contract User
permissions group. If a
user requires the ability to
either modify license
certificates or manage
License jobs as part of
SWLM, then they must
also be given Contract
User permissions.
A person with Asser User
permissions does not
need Asset Viewer
permissions.
Asset Viewer Users with Asset Viewer
permissions have access to all of the
functions as well as Asset Inventory
the following Asset Management
functions:
None
Read access to contracts.
Read access to the following
areas within a CI record:
Contracts
Configurations
Outages
Schedules
Note
This
permis
sion
does
not
grant
access
to:
I
n
v
e
n
t
o
r
y
m
a
n
a
g
e
m
e
n
t
B
u
l
k
u
p
d
a
t
e
C
o
s
t
m
a
n
a
g
e
m
e
n
t
P
u
r
c
h
a
s
i
n
g
R
e
c
e
i
v
i
n
g
f
u
n
c
t
i
o
n
s
S
o
f
t
w
a
r
e
A
s
s
e
t
M
a
n
a
g
e
m
e
n
t
c
o
n
s
o
l
e
Recom
menda
tion
Grant
these
permis
sions
to all
Suppo
rt
person
nel
(that
is,
users
who
do not
alread
y have
the
Asset
Admin
or
Asset
User
permis
sions).
Having
access
to CI
inform
ation is
vital
for
most
ITIL
proces
ses.
Note
Asset
Viewer
permis
sions
are
autom
atically
grante
d
when
assigni
ng any
of the
followi
ng
permis
sions:
I
n
c
i
d
e
n
t
U
s
e
r
I
n
c
i
d
e
n
t
M
a
s
t
e
r
P
r
o
b
l
e
m
U
s
e
r
P
r
o
b
l
e
m
M
a
s
t
e
r
I
n
f
r
a
s
t
r
u
c
t
u
r
e
C
h
a
n
g
e
U
s
e
r
I
n
f
r
a
s
t
r
u
c
t
u
r
e
C
h
a
n
g
e
M
a
s
t
e
r
I
n
f
r
a
s
t
r
u
c
t
u
r
e
C
h
a
n
g
e
C
o
n
f
i
g
R
e
l
e
a
s
e
C
o
n
f
i
g
R
e
l
e
a
s
e
M
a
s
t
e
r
R
e
l
e
a
s
e
U
s
e
r
T
a
s
k
M
a
n
a
g
e
r
T
a
s
k
U
s
e
r
P
u
r
c
h
a
s
i
n
g
U
s
e
r
C
o
n
t
r
a
c
t
A
d
m
i
n
C
o
n
t
r
a
c
t
U
s
e
r
C
o
n
t
r
a
c
t
V
i
e
w
e
r
R
e
q
u
e
s
t
C
a
t
a
l
o
g
M
a
n
a
g
e
r
Asset Config Users with Asset Config permission
have access to all of the Asset
functions:
Configuring CI depreciation
criteria
Configuring CI notifications
Configuring CI Unavailability
status
Configuring License Types
Configure Inbox preferences for
SWLM
Configuring License Engine for
SWLM
Configuring Asset Management
rules
Configuring CI Unavailability
priority
Setting up server info for AR
System License Type for
Software License Management
(SWLM).
Recommenda
tion
Grant these
permissions
only to
individuals
who
administer the
Asset
Inventory and
Asset
Management
system (that
is, to
someone who
acts as an
Application
Administrator)
.
Users with Asset Config
permission do not need Contract
Config permissions.
Fixed or Floating
Purchasing User Users with Purchasing User
permissions can access the
following functions within the BMC
Asset Management application:
Create and modify purchase
requisitions that are assigned to
the user's support group (this
includes line items).
Fixed or Floating
Create and modify purchase
orders.
This permission grants access to
only the purchasing functions
(excludes receiving) and does not
provide any access to areas
where an 'Asset' or 'Contract' type
permission are required.
Recommenda
tion
Limit the use
of these
permissions
to individuals
who perform
the following
roles in the
Asset
Management
Purchasing
feature:
Config
uration
Admini
strator
These
individu
als
might
must
submit
purcha
se
request
s
issued
through
the
Chang
e
Manag
ement
proces
s
Purcha
sing
Agent
Receiving User Users with Receiving User
permissions can access the
Receiving console to receive CIs
from the Purchasing system.
Recommendatio
n
These
permissions
grant access only
to the receiving
functions.
Therefore, grant
them only to
people who use
the Asset
Management
Purchasing
feature, for
example,
Purchasing
Agents.
None
Contract Admin Users with Contract Admin
permissions can perform the
Fixed or Floating
Create and modify all contracts
from the Contract console.
certificates from the SAM
console.
Configure new Contract Types
from the Application
Administration console.
Manage license jobs from the
SAM console.
Recommenda
tion
Grant these
permissions
to people who
need full
access to the
Contract
Management
features, but
who don't
need the full
Asset
Management
access given
by the Asset
Admin
permissions
group.
Note
A user with
the Asset
Admin
permission
can do
everything
that a user
with Contract
Admin
permission
with the
exception of
creating new
Contract
Types.
Contract User Users with Contract User
Modify public contracts from the
Contract console.
Modify internal contracts from the
Contract console (if the user
belongs to the Support Group that
manages the contract).
certificates for contracts they
have access to from the SAM
console.
Manage license jobs from SAM
console.
Recommenda
tion
Grant these
permissions
to individuals
who need
controlled
access to
create and
modify
contracts, but
who do not
require
access to
modify CI
information. If
a user is also
needs to
modify CI
information,
you should
also give
them Asset
User
permissions.
Fixed or Floating
Contract Viewer Users with Contract Viewer
permission can view all contracts
from the Contract console.
This permission does not grant
access to the SAM console.
Recommendatio
n
Grant these
permissions to
individuals who
require view
access to
contracts.
Note
The Asset
Viewer
permission
grants the same
type of access to
contracts and CI
information as
the Contract
Viewer
permission.
Users with Asset Viewer
permissions do not also need
Contract Viewer permissions.
None
Contract Config Users with Contract Config
permission can perform the following
functions:
Configure License Types.
Configure Inbox preferences for
SWLM.
Configure the License Engine for
SWLM.
Configure Asset Management
rules.
Fixed or Floating
Set up server information for the
AR System License Type for
SWLM.
Note
This
permission
does not grant
access to the
SAM console.
Recommenda
tion
Grant these
permissions
to individuals
who must only
configure
Software
Licence
Management
(SWLM)
features.
Note
If a user has
Asset Config
permission
they do not
need Contract
Config
permissions.
This is
because, the
Asset Config
permissions
group can
configure the
same SWLM
features that
the Contract
Config
permissions
can configure.
Typically, an Application
Administrator requires this set of
permissions.
Change Management permissions
The following permissions are available in BMC Change
Management 8.1.00.
Change Management Dashboard User
Infrastructure Change Submit
Infrastructure Change Viewer
Note
To edit a change request the user must have write license on the BMC Remedy Action
Request server. To view existing change requests or submit a new change request, you
must have read license on the BMC Remedy Action Request server.
You do not need any specific permission to add a new work info or edit a work info that is
not locked. However, you must belong to one of the change permission groups.
Only Infrastructure Change Master can modify the change request after the change
request is closed.
Except for the Infrastructure Change Config User, all other users can access the Product
Catalog console from the Applications menu.
A user with only Infrastructure Change User permission and Change Approver's
functional role can modify a change request without being a member of the assigned
group.
To understand the functional roles in BMC Change Management, see . User roles in the change request lifecycle
Release Management permissions
The following permissions are available in Release
Management.
Permissions Description Application use license type?
Release Master Users with Release Master
functions:
Create release requests
Modify all release requests
independently of any functional
roles or support group affiliations.
Create and modify approval
mappings
Create and modify Release
templates (modification of
templates is restricted to
templates where user is a
member of the Authoring Group)
Asset Viewer and Infrastructure
Change Viewer permissions are
also granted automatically from
the application UI whenever these
permissions are granted.
Use of the Master permissions
groups should be limited to key
personnel who either own a
process, or have full control over
Release Management schedules.
Limit the use Recommendation:
of these permissions to
individuals playing a Release
Coordinator role that requires full
access to all Release requests.
Fixed or Floating
Release User Users with Release User
Create release request
Modify, in a restricted way,
release requests based on
functional roles and support group
affiliations
A user must have the Release
Coordinator Functional Role to be
able to modify Release request
and they must be a member of
the Release Coordinator Group.
Asset Viewer and Infrastructure
Change Viewer permissions are
also granted automatically from
the application UI when these
permissions are granted.
Limit use of Recommendation:
these permissions permission to
individuals playing a Release
Coordinator role.
Fixed or Floating
Release Viewer Users with Release Viewer
permissions can query all release
requests. They cannot submit or
modify release requests.
Infrastructure Change Viewer Note:
permissions are also granted
automatically from the application UI
when these permissions are
granted.
Grant these Recommendation:
permissions to individuals who need
only read access to view release
requests. Typically, these
permissions are given to most BMC
Remedy ITSM application suite
users (that is, users who do not
already have the Master or User
permission) for them to access
information regarding release
planning activities.
None
Release Config Users with Release Config
permissions can perform functions
that span the following five
components:
Activity, : configure
- Activity rules
- Activity Templates
Change Management
- Configure Change Calendar
Foundation, for KPIs, configure:
- Flashboard parameters.
- KPI titles (and can register titles,
this is an advanced option).
Release, : configure
- Milestone phases and exit
criteria
- Release Prioritization values
- Release rules
- Approval mappings
- Release Templates
Task Management System, conf
: igure
- Configure applications that
integrate with Task Management
System
- Configure phase management
functionality for those applications
that integrate with Task
Management System
- Configure Task Status and
Status Reason values for
application return codes
permissions to individuals
requiring access to configure the
functions in the preceding list.
People with this set of
permissions typically are
Application Administrators.
Fixed or Floating
Related topic
Information about is also available. Activity permissions
Activity permissions
The Activity subcomponent is installed with all BMC
Remedy ITSM applications. However, it currently is used
only by Release Management. The Activity subcomponent
is used to manage a release and to track its progress from
initiation to completion.
Activity permissions
Activity User Users with Activity User permission
can create and modify all activities
permissions to individuals working
with the Release Management
application who were not granted the
Release Master or Release User
permissions.
Users with either the Release Note:
Master or Release User permissions
do need the Activity User or Viewer
permission. These permissions grant
full access to Activities.
None
Activity Viewer Users with Activity Viewer
permission can view all activities
permissions to individuals working
with the Release Management
application who have not been
granted the Release Viewer
permissions.
Users with Release Viewer Note:
permissions do not need the Activity
Viewer permission. These
permissions grant view access to
Activities.
None
Activity Config Users with Activity Config
following functions that span the
following two components:
None
Activity component
Configure activity rules
Configure activity
Templates
Task Management System
component
Assignment settings
- Configure Task
Assignment mappings
Integration settings
- Configure applications
Management System
- Configure phase
management functionality
for those applications that
integrate with Task
Management System
- Configure Task Status
and Status Reason values
for application return
codes.
Task Configuration
settings
- Configure Task Group
Templates
- Configure Task
Templates
- Configure Variable
Templates
Grant Recommendation:
these permissions to
individuals requiring
configuration access to the
component functions in the
preceding list. Typically,
you grant these
permissions to someone
playing the role of an
The Release Config Note:
permission grants full
configuration access to the
Activity configuration
settings, with some
exception regarding the
Task Management
settings. If a user does not
need full access to the
Task Management
settings, do not grant them
Activity Config permission
if they already have
Release Config
permissions.
Problem Management permissions
The following permissions are used in the Problem Management application:
Problem Master Users with Problem Master
functions:
Fixed or Floating
Create problem investigation,
known error and solution
database records.
Modify all problem investigation,
known error and solution
database records independently
of any functional roles or support
group affiliations.
Configure:
Cost Category information
Cost Center information
Cost Rate templates
Financial rules
Chargeback periods
Access the Product
Catalog console
Chargeback is a function
of the costing sub-system
and is given automatically
with the other costing
features.
Use of the Master
permissions group should
be limited to key personnel
who either own a process
or require full control of all
Problem Management
records.
Limit Recommendation:
the use of these
who play the role of
Problem Coordinator and
who require full access to
all Problem Investigation,
Known Error and Solution
Database records.
Users with these
permissions must also
belong to a Support Group
to open the Problem
forms.
Problem User Users with Problem User permission
can perform the following functions:
Create:
Problem investigations
Known error records
Solution database records
Modify (based on functional roles
and support group affiliations):
Known error records
A user with these
permissions and no
Problem Management
Functional Roles can
modify only Problem
Investigations and Known
Errors where they belong
to the Assigned Group.
A user with these
permissions and Problem
Coordinator Functional
Role can modify only
Problem Investigations
and Known Errors where
they belong to the Problem
Coordinator Group)
Modify (based on support group
affiliations):
Fixed or Floating
Access:
Product Catalog console
individuals performing the
role of a Problem
Coordinator within the
Problem Management
process.
You should also grant
these permissions to users
that play any of the
following roles:
Group Coordinator
or a Specialist
within the Incident
and Problem
Management
processes
Change
Coordinator
Release
Coordinator
Availability
Manager
Capacity Manager
These permissions
give those users
the ability to create
and modify
Problems and
Known Errors.
Users with these
permissions must
also belong to a
Support Group to
open the Problem
forms.
Problem Submitter Users with Problem Submitter
permissions can create and query
all:
Known errors
They cannot modify problem
investigations, known errors, and
solution database records.
permissions to individuals who
must submit and view Problem
Investigations, Known Errors and
Solution Database records.
Typically, you give these
permissions to any of the roles
mentioned in the preceding list of
Problem User permissions
(User-type permissions are
required when the user needs
modification access).
Users with these permissions
must also belong to a Support
Group to open the Problem forms.
None
Problem Viewer Users with Problem Viewer
permissions can:
query Problem investigations
query Known errors
query Solution database records
add Work Info records
update Work Info records
Users with Problem Viewer
permissions cannot:
submit problem investigations
modify problem investigations
submit known error records
modify known error records
submit solution database records
modify solution database records
need only read access to view
Problem Investigations, Known
Error and Solution Database
records. Typically, these
permissions are given to most
BMC Remedy ITSM applications
already have the 'Master', 'User,'
or 'Submitter' permission) so they
can access information in the
Problem Management records.
Users with these permissions
must also belong to a support
group to open the Problem forms.
None
Problem Config Users with Problem Config
that span the following components:
Problem Management, : configure
Problem Impact values
Problem Urgency values
Problem Priority weight
ranges
Problem Prioritization
Problem rules (general
field enforcement and
assignment rules)
Foundation, : for KPIs, configure
Flashboard parameters
KPI titles (can also register
KPI titles, this is an
advanced option)
Incident Management:
Configure decision trees
(This configuration option
is available to a Problem
applications administrator,
because you can create
decision trees to relate
Incidents directly to Known
Error and Solution
Database records.)
individuals who configure
the component functions in
the preceding list. You
typically give these
permissions to someone
fulfilling the role of an
Fixed or Floating
Related topic
Incident Management permissions
The following permissions are used in the Incident Management application:
Incident Master Users with Incident Master
Fixed or Floating
Create incidents
Modify all incidents independently
of any functional roles or support
group affiliations
View Incident templates
To create and modify Note:
templates, you need the Support
Group Admin Functional role.
With this role, the modification of
templates is restricted to those for
which the user is a member of the
Authoring Group.
Configure:
Cost Category
Cost Rate templates
Financial rules
Chargeback periods
Chargeback is a Note:
function of the costing
sub-system and is given
automatically with the
other costing features, for
example, access to the
Product Catalog console.
Use of the Master
permissions groups should
be limited to key personnel
who either own a process
or require full control of all
Incidents.
Limit Recommendation:
the use of these
playing a Service Desk
Analyst role who require
full access to all Incidents.
Users with these
before they can open the
Incident form.
Incident User Users with Incident User permission
Create incidents
Modify incidents based on
functional roles and support group
affiliations (that is you must be a
member or either the Assigned or
Owner Group to have modify
access to the Incidents with this
permission)
View Incident templates
You must grant the Support Note:
Group Admin functional role to
create and modify templates. With
this role, template modification is
restricted to templates for which
the user is a member of the
authoring group.
individuals playing one of the
following Service Desk roles:
Group Coordinator
On-Duty Manager
Operations Manager
Operator and Specialist
Problem Coordinator,
Change and Release
Coordinator
Service Level Manager
Service Owner
Users with these
to open the Incident form.
Fixed or Floating
Incident Submitter Users with Incident Submitter
permission can create and query all
incidents. They cannot modify
incidents.
permissions to individuals who need
to submit and view incidents.
Typically, these permissions are
given to any who fulfills one of the
roles mentioned under the Incident
User permissions. User-type
permissions are required if the
person needs modification access.
Users with these permissions must
also belong to a Support Group to
open the Incident form.
None
Incident Viewer Users with Incident Viewer
permission can:
query all incident requests
add Work Info records
update Work Info records
Users with Incident Viewer
permissions cannot:
submit incident requests
modify incident requests
need only read access to
incidents. Typically, these
permissions are given to most
already have the 'Master', 'User'
or 'Submitter' permission) for
them to access incident
information.
None
Incident Config Users with Incident Config
permission can perform functions
that span the following components:
Incident Management component,
: configure
Management application
settings
Incident Impact values
Incident Urgency values
Incident Priority weight
ranges
Incident Prioritization
Incident rules (general
field enforcement and
assignment rules)
Work Info Inbound and
Outbound communications
counters
Decision Trees
Scripts
Incident Templates (can
create and modify all
templates regardless of
Authoring group affiliation)
Foundation component, for KPIs,
: configure
Flashboard parameters
KPI titles (and register, this
is an advanced option)
Requestor component:
Create and update
Summary Definitions
individuals who configure
the component functions in
the preceding list.
Typically, people who fulfill
this role are Application
Administrators.
Fixed or Floating
Related topic
Service Request Management permissions
The Request component is installed when the BMC Service
Request Management application is installed. BMC Service
Request Management is the entry point from which IT
customers can interact with the IT organization. Users
select IT or other business services from a Service Catalog,
which the Business Service Manager sets up. Service
requests can be fulfilled using the processes supported by
BMC Change Management or BMC Service Desk: Incident
Management. In addition BMC Service Request
Management supports all generic work-order processes.
Note
If you install BMC Service Request Management in an environment that ran an earlier version of
a BMC Remedy ITSM suite application (BMC Asset Management, BMC Service Desk, or BMC
Change Management), the Request component is replaced with BMC Service Request
Management.
IT Customers that use the Request Entry form to submit requests do not need specific permissions. The
permissions listed in the following table are for administrating the BMC Service Request Management application
and working with Requests and Work Orders:
BMC Service Request Management user permissions
Permission Description Application user license type
Business Analyst Users with Business Analyst
functions:
Create Service Requests
Definitions (SRD) using the
Service Request Designer
View and update SRDs created
by this user (the user cannot view
SRDs with a status of Cancelled
or Expired)
performing the role of a Business
Analyst (that is, a liaison between
the IT customers and IT support).
None
Business Manager Users with Business Manager
permission can manage the
following service requests using the
Business Manager console:
View requests
Add additional information to a
request
Cancel requests
Review the approval cycle of
requests
Run reports
performing the role of a Business
Manager responsible for
managing user requests. Their
activities and responsibilities
include monitoring the current
number of open and late
requests, approving requests,
running request reports, and
examining request trends.
None
Entitlement Administrator Users with Entitlement Administrator
functions:
Configure Entitlement rules for
SRDs
Configure Entitlement groups
previously mentioned component
functions. Typically, you grant
these permissions to someone
playing the role of an Application
Administrator.
None
Request Catalog Manager Users with Request Catalog
Manager permission can perform the
Create Service Requests
Definitions (SRD) using the
View and update SRDs using the
Manage (create, update and
delete) SRDs and Process
Definition Templates (PDTs)
using the Service Catalog
Manager console.
Users with these Note:
permissions have access to the
Service Requests Definition and
Process Definition forms
accessible from the console. They
can import and export SRDs and
PDTs using the Import Export
console.
performing the role of a Service
Catalog Manager responsible for
defining SRDs and PDTs (the
fulfillment process definitions
within the service catalog).
Service Catalog Managers work
closely with business relationship
managers (liaisons between the
business and IT) to build and
implement the requests from the
business.
None
Service Request User Users with Service Request User
functions:
Manage Service Requests using
the Service Request Coordinator
console
View requests, create requests on
behalf of others, update work info
on request, reviewing suggestions
and troubleshooting requests.
performing the role of a Service
Request Coordinator (or service
request agent) responsible for
planning and tracking the service
request, as well as monitoring the
current number of open and late
service requests.
None
SRM Administrator Users with SRM Administrator
that span the following two
components:
SRM Configuration
: Advanced settings, configure
General Application settings
Advanced Interface data
Service Request preferences
Service Request definition
settings
Service Request HTML
Surveys
Application Configuration, define:
Application fields,
Application Object Template,
Application Target data,
Questions Library
Approval settings, configure:
Approval Chains
Approval Mappings
Entitlement settings, configure:
None
Entitlement rules for SRDs
Entitlement groups on behalf of
rules
Navigational Category settings:
configure Navigation categories
Request Entry Management
settings, configure or manage:
Default console preferences
Service Request Definition
images
Service Request images
Service Request Search
Exclusion word list
SRD Level
Setup SRD levels
BMC SLM
configure the defaults for Service
Target for SRDs.
, configure: Work Order
Work Order rules
Work Order templates
Foundation
Setup Approval Application
Registration to allow parallel
processes based on form name
Configure Approval Process
phases
Register applications that will use
CAI (advanced feature)
Define commands, command
parameters and command
parameter mappings for the CAI
(advanced feature)
Administrator.
The SRM Administrator Note:
permissions supersede the
Entitlement Administrator
permission. Therefore Users with
these permissions do not need to
be granted the Entitlement
Administrator permission.
Work Order Config Users with Work Order Config
that span the following two
components:
s SRM Configuration, Work Order
ettings, : configure
Work Order rules
Work Order templates
, Task Management System Ass
settings, : ignment configure
Assignment mappings
Task Group templates
Task templates
Variable templates
Administrator.
None
Work Order Master Users with Work Order Master
functions:
Create, manage and fulfill Work
Orders using the Work Order
console.
Access to the Product Catalog
console.
The Work Order Manager Note:
functional role is required to be
assigned as the Work Order
Manager and the Work Order
Assignee functional role is
required to be assigned as the
Work Order Assignee.
individuals who manage and work
with the Work Order fulfillment
process.
None
Work Order User Users with the Work Order User
permission can submit, modify, and
search for all work orders
Asset Viewer permission is Note:
required, and is automatically
granted with the Work Order User
permission, in a single-version stack
environment. In a mixed-version
stack environment, the Asset Viewer
permission is not automatically
granted with Work Order User
permission. In this type of
environment, you must explicitly
grant the Asset Viewer permission
along with Work Order User
permission.
None
Work Order Viewer Users with Work Order Viewer
functions:
View and search for work orders
Submit work log entries
None
Work Order Submitter Users with Work Order Submitter
permission can submit, modify, and
search for work orders assigned to
themselves.
None
Knowledge Management permissions
The following user permissions are available in BMC
Knowledge Management.
Permission Description Application user license type
Knowledge Admin Grants full access to the application.
This permission is usually assigned
to the most advanced users and
enables them (in addition to
Knowledge User permissions) to
generate reports, manage
knowledge sources, migrate data
from previous installations.
Users with the Knowledge Admin
permission can:
Create new knowledge
articles
Modify all of the articles
that are visible to them
Change the the Assignee.
Change article status.
Publish and cancel
articles.
Recommendatio
n
Grant this
permission to
individuals who
perform the role
of a Knowledge
Manager. Users
in this role can
create system
news flashes and
run reports.
None
Knowledge User Grants write, assign, and promote
access to new and existing articles
without administrative tasks. This
permission is usually assigned to
senior members of a support group
and enables users to participate in
the knowledge article life cycle.
Users with the Knowledge User
permission can:
Create and modify
knowledge articles.
Update all draft articles.
Promote articles to any of
the review statuses.
Submit articles for Publish
Approval and Retire
Approval; however, they
cannot publish or retire
articles directly.
Recommendatio
n
Grant this
permission to
advanced
technical users
or subject matter
experts. These
users are
typically involved
in the content
review and
approval
process.
None
Knowledge Submitter Grants write access to new
knowledge articles only. This
permission is usually assigned to
junior knowledge users and trainees
and enables them to create and
promote articles to Draft status only.
Users with the Knowledge Submitter
permission can:
Create and modify knowledge
articles that have In Progress
status.
Recommendatio
n
Grant this
permission to
standard
technical users
who require
access to create
knowledge
articles from
incidents or other
requests.
None
Knowledge Viewer Grants view access to knowledge
articles in any status without writing
privileges. This permission is usually
assigned to support staff who only
search and view articles.
Users with the Knowledge Viewer
permission can:
View published Knowledge
articles.
Review Draft and
in-review articles.
Recommendatio
n
Grant this
permission to all
users who need
to view
Knowledge
Articles.
None
Knowledge Config Grants access to configuration
settings. This permission enables
users to configure BMC Knowledge
Management settings. Typically, a
user assigned is not a member of a
support group and is not intended to
create, edit, or publish articles.
Users with the Knowledge Config
permission can:
Configure BMC
Knowledge Management
settings.
Recommendatio
n
Grant this
permission to
individuals who
need to configure
the component
functions
mentioned in the
preceding list of
BMC Knowledge
Management
permissions.
Typically, you
grant this
permission to
someone playing
the role of an
Application
Administrator.
None
Note
For information about migrating user permissions from BMC Knowledge Management version
7.2 and 7.5 to the version 8.0 format, see Migrating user permissions from the 7.2 and 7.5
. releases
Related topic
Permissions required to perform actions in BMC Knowledge Management
Sub-component permission groups

Sub-components contain features or functionality that are shared among some, or all of the applications. For
example, the Task Management sub-component provides task management functions for BMC Change
Management and for BMC Service Desk.
This section contains information about permissions for the application sub-components.
Financial sub-component
Return on Investment sub-component
Task Management sub-component
Financial sub-component
The Financial sub-component is installed with all BMC Remedy ITSM applications. You use the Financial
sub-component to track costs across the various applications.
Cost Manager Users with Cost Manager
following functions, configure:
Cost categories
Cost Rate templates
Financial rules
Chargeback periods
performing the role of a Financial
Manager or IT Controller. Also
grant them to Application
Administrators.
The following permissions
automatically inherit the Cost
Manager permissions rights:
Asset Admin
Incident Master
Problem Master
Users with any of the permissions
in the preceding list do not need
the Cost Manager permissions to
access Cost functions.
Fixed or Floating
Cost User This permission is used infrequently
because users who have any of the
"User" type permissions get
automatic access to Cost User
functions that let them create,
modify, and delete all cost records.
The following permissions Note:
automatically inherit the Cost User
permissions rights:
Task Manager
Task User
Asset User
Activity User, Release Master
Release User
Incident User
Problem User
Users with any of the permissions
in the preceding list do not need
the Cost User permissions to
access the Cost functions within
the various applications.
Give the Cost User permission to
any who needs to access the
create and update cost functions
but who does not have any of the
previously mentioned
permissions.
Fixed or Floating
Cost Viewer This permission is used infrequently
because users who have any of the
"Viewer" permissions can view all
cost records.
The following permissions Note:
automatically inherit the Cost Viewer
permissions rights:
Task Viewer
Asset Viewer
Release Viewer
Activity Viewer
Incident Viewer
Problem Viewer
Users with any of the previously
mentioned permissions do not
need Cost Viewer permissions to
access view costing information
within the various applications.
Give the Cost Viewer permission
to any who needs to view Costs
but who does not have any of the
previously mentioned
permissions.
None
Return on Investment sub-component
The Return on Investment (ROI) sub-component is installed with all BMC Remedy ITSM suite applications.
Managers use the ROI sub-component to compare the baseline costs of various IT service management operations
before implementing the BMC Remedy ITSM suite with the actual costs that were incurred after the implementation.
ROI Admin Users with ROI Admin permissions
Configure ROI metric thresholds
used by the ROI console
Access the ROI console
permissions to an individual who
plays the role of an IT Manager
who needs to determine how
much money their operational
areas save by using the BMC
ITSM applications.
None
ROI Viewer Users with ROI Viewer permissions
can access the ROI console.
permissions to an individual who
needs to know how much money
their operational areas save by using
the BMC ITSM applications.
None
Task Management sub-component
The Task Management System is a sub-component that is installed with the BMC Incident Management, BMC
Problem Management, BMC Change Management, and BMC Service Request Management applications. The Task
component is used with the other applications (for example, Incident, Change, and so on) to create a task that must
be completed as a step in an overall process.
Task Administrator Users with Task Administrator
that span the following three settings
areas.
Assignment settings
- Configure Task Assignment
mappings.
Integration settings
System.
Management System.
application return codes.
Task Configuration settings
Templates
- Configure Task Templates
- Configure Variable Templates
permissions to Application
Administrators.
The following three permissions
groups grant some level of
administration privileges similar to
the Task Administrator
permission:
- Infrastructure Change Config
- Release Config
- Work Order Config
Users with one of these three
permissions might not need the
Task Administrator permission.
The Activity Config permission
grants the same level of
administrative privileges. A user
with this permissions does not
need the Task Administrator
permission.
None
Task Application Config None
Users with Task Application Config
functions that span the following two
components.
- Register applications that use
(CAI) (advanced feature)
- Define commands, command
parameters, and command
(advanced feature)
Task Management component (
): Integration settings
System.
Management System.
application return codes.
The Recommendation:
Infrastructure Change Config,
SRM Administrator, and the
Command Event Master
permissions also grant access to
the CAI functions mentioned
above. Users with those
permissions do not need the Task
Application Config permissions
unless they also need access to
the Task Management functions.
The Release Config, Activity
Config and the Task Administrator
permissions also grant access to
the Task Management functions
mentioned above. Users with
these permissions do not need
the Task Application Config
permission unless they also need
access to the CAI.
Typically, you only need the Task
Application Config permission if
you are extending or customizing
the CAI plug-in, or if you are
integration another applications to
the Task Management system.
Task Manager Users with Task Manager
permissions have access to updated
records.
The following Recommendation:
permissions automatically inherit the
Task Manager permissions:
Task Administrator
Incident Master
Problem Master
Users with any of these
permissions do not need Task
Manager permissions to use
tasks.
None
Task Process Config Users with Task Process Config
permissions can perform these
functions that span the following two
components.
- Register applications that will
use CAI (advanced feature)
- Define commands, command
parameters and command
(advanced feature)
Task Management components
Assignment settings:
- Configure Task
Assignment mappings
Task Configuration
settings:
Templates
- Configure Task
Templates
- Configure Variable
Templates
The Recommendation:
Task Process Config
permissions have similar
access to the Task
Management System as
the Task Administrator
permissions. Grant the
Task Process Config
permissions to Application
Administrators.
Typically, the Task
Process Config permission
is granted to users that
need some of the
functions given by Task
Administrator permission.
Review the Task
Administrator function list
to note differences
between the two
permission groups.
None
Task User Users with Task User permissions
have access to updated records.
The following Recommendation:
permissions automatically inherit the
Task User permission rights:
Task Administrator
Infrastructure Change Submit
Release Master, Release User
Activity User
Incident User
Problem User
Users with any of these
permissions do not need the Task
User permissions to access
Tasks. Give the Task User
permission to anyone who needs
access to the Task System to
update Tasks but who does not
have any of the previously
mentioned permissions.
None
How roles map to permission groups
The topics in this section describe how roles map to permission groups in the BMC Remedy ITSM Suite
applications.
Permissions are enabled for a user by mapping the physical permission groups that are provided with the BMC
Remedy ITSM applications to the roles that the permission groups need to belong to. This enables applications
outside of the BMC Remedy ITSM Suite to integrate with BMC Remedy ITSM applications and modules.
Customers can also build their own sets of permissions groups to map into the applications and modules.
Mapping Asset Management roles to permission groups
Mapping Change Management roles to permission groups
Mapping Release Management roles to permission groups
Mapping Incident Management roles to permission groups
Mapping Problem Management roles to permission groups
Mapping Asset Management roles to permission groups
The following table maps Asset Management user roles to permission groups:
Role Permission groups
Configuration Administrator
Asset Admin
Contract Admin
Purchasing User (needed only if you use the
Purchasing module)
Incident Viewer
Problem Viewer
Release Viewer
Knowledge Viewer
(Optional) Contact Organization Admin
This permission is needed only when the user Note:
must create Support Groups that manage CIs.
Otherwise, grant them the functional role of 'Support
Group Admin'.
(Optional) Contact Categorization Admin
This permission is needed only if the user must Note:
create and update the Product Categorization data
structures for the CI data.
Purchasing Agent
Purchasing User (needed only if you use the
Purchasing module)
Receiving User (needed only if you use the
Purchasing module)
Incident Viewer
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Related topic
Mapping Change Management roles to permission groups
The following table maps Change Management user roles to permission groups:
Change Approver
Incident Viewer
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Functional role required
You must assign the following functional role to the
user in addition to the permissions:
Infrastructure Change Approver
You can give this functional role to anyone who Note:
approves changes. It applies to all roles.
Change Coordinator
Incident User
Problem User
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Infrastructure Change Coordinator
Change Manager
Incident User
Problem User
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Infrastructure Change Manager
Customer Representative
Task User
Incident Viewer
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Related topic
Mapping Release Management roles to permission groups
The following table maps Release Management user roles to permission groups:
Release Coordinator
Release User
Incident User
Problem User
Contract Viewer
Asset Viewer
Knowledge Viewer
Release Coordinator
Mapping Incident Management roles to permission groups
The following table maps Incident Management user roles to permission groups:
Service Desk Analyst
Incident Master
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge User
Specialist
Incident User
Problem User
Release Viewer
Contract Viewer
Asset Viewer
Knowledge User
Group
Coordinator
Incident User
You can give a user Master permissions if full Note:
access to Incidents is required.
Problem User
Give this individual Master permissions if they Note:
need full access to Problems, Known Errors or
Solutions.
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Operator
Incident User
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
Operations
Manager
Incident User
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge Viewer
On-Duty
Manager
Incident User
Problem Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge User
Related topic
Mapping Problem Management roles to permission groups
The following table maps Problem Management user roles to permission groups:
Problem Coordinator
Problem User
Give this individual Master permissions if they Note:
need full access to Problems, Known Errors or
Solutions.
Incident Viewer
Release Viewer
Contract Viewer
Asset Viewer
Knowledge User
Functional Role
Problem Coordinator
Related topic
Support groups and data access
Support groups play an important role in the BMC Remedy ITSM permission model by controlling access to data.
The definition of what records a user can modify is based on whether a record has been assigned to one of the
user's support groups.
Example
If a user is assigned the of Service Desk Analyst and is a member of the Hardware support role
group, that person can modify only incident requests that are assigned to the Hardware support
group. The user can view other incident requests but cannot modify them.
Related topics
Creating support groups
Adding support staff
Functional roles and extended application access
BMC Remedy IT Service Management applications aredeveloped using the BMC Remedy AR Systemdeployable
, which supports . application model role-based access permissions
Functional roles are used primarily to extend the access granted by permissions. Some of the functional roles can
be used for notifications.
Note
Only support staff members can be given functional roles.
The following table lists the functional roles defined in the BMC Remedy ITSM applications.
Functional roles
Functional role Application Purpose
Availability Manager BMC Asset Management, BMC
Change Management, BMC Service
Desk
Used for informational purposes and
for BMC SLA escalation
notifications.
Broadcast Submitter BMC Asset Management, BMC
Desk
Allows users to create and modify
broadcast messages.
Incident Manager Incident Management feature of
BMC Service Desk
Used for informational purposes and
for notifications from BMC SLM.
Also grants access to the Incident
Management Console.
Infrastructure Change Approver BMC Change Management Identifies support people within
support groups as approvers for
infrastructure changes.
If a support group is defined to
approve changes, this role must be
granted to at least one person in the
group so that person can approve
changes.
Infrastructure Change Coordinator BMC Change Management Grants full access to infrastructure
changes assigned to the
coordinator's group.
Infrastructure Change Manager BMC Change Management Grants full access to infrastructure
changes assigned to the manager's
group.
Also grants access to the Manager
view of the Change Management
Console.
Problem Coordinator Problem Management feature of
BMC Service Desk
Grants control of all problem
investigations, known errors, and
proposed solution database entries
assigned to their respective group.
Release Approver BMC Change Management Identifies support people within
support groups as approvers for
release records. If a support group
has been defined to approve
releases, this role must be granted
to at least one individual within the
group so that the individual can
approve releases.
Release Coordinator BMC Asset Management, BMC
Desk
Grants access to release records
that are assigned to the Release
Management Support Group.
Provides access to reassign
releases.
Support Group Admin BMC Asset Management, BMC
Desk
Allows users to add or remove
support staff members from their
support groups.
Users need Contact Note:
Organization Admin permissions to
access the Support Group form.
Also allows users to modify their
corresponding Support Group entry
and Incident and Change templates.
Support Group Lead Incident Management feature of
BMC Service Desk
Allows the Support Group Lead of
the Incident Owner Group to modify
incidents that are closed.
Support Group Manager Incident Management feature of
BMC Service Desk
Allows the Support Group Manager
of the Incident Owner Group to
modify incidents that are closed.
Can be applied to either the
Assigned or Owner Group in the
Incident form.
Also grants access to the Incident
Management Console.
For information about the functional roles for BMC Service Request Management, see . Application Functional roles
Note
BMC Remedy ITSM uses the deployable application model provided by BMC Remedy AR
System, which supports . role-based access permissions
Related topics
Creating people records using templates
Deployment architecture describes the relationships among BMC solutions, value paths, and applications, and how
the applications are deployed in a physical environment.
Before you design a BMC Remedy ITSM deployment, you must understand the business requirements, use cases,
and value paths of the system.
To understand these aspects and how to tune the deployment architecture of individual products in a solution, read
the following topics:
Note
A common deployment architecture is presented for BMC Remedy ITSM. The value paths
related to BMC Remedy ITSM key concepts have separate use cases, but they use the same set
or subset of products.
Component overview and integration diagrams
Sizing and deployment - prototype
Sizing and deployment
High availability
Disaster recovery
Deployment examples
BMC Remedy ITSM Process Designer 8.3.03 deployment example
Secure deployment
Network information
Performance benchmarks - prototype
Performance benchmarks
Component overview and integration diagrams
The product versions described in this deployment architecture are based on compatibility with the Business Service
. Management (BSM) 8.6.1 Interoperability guidelines
Overview diagrams
Integration diagram
Overview diagrams
The following table lists the BMC Remedy ITSM stack components and the provides a related overview diagram.
Product Environment
BMC Atrium CMDB and BMC Remedy ITSM
environment:
BMC Remedy Action Request System 8.1
BMC Asset Management 8.1
BMC Change Management 8.1
BMC Service Request Management 8.1
BMC Atrium CMDB 8.1
BMC Atrium Single Sign On 8.1
BMC Knowledge Management 8.1

BMC Atrium Orchestrator environment:
BMC Atrium Orchestrator Platform 7.6.02.04
BMC Atrium Orchestrator Content 20.12.03

BMC Analytics BMC Analytics for BSM environment:
for Business Service Management (BSM) 7.6.05 for
BMC Remedy ITSM Suite 8.1

BMC Dashboards for BSM environment:
BMC Dashboards for Business Service Management
(BSM) 7.7 for BMC Remedy ITSM Suite 8.1
SAP BusinessObjects Business Intelligence Platform
4.0 SP02 P16 (for BMC Analytics for BSM)

Integration diagram
The following diagram illustrates the integration methods and data flow specific to BMC Remedy ITSM 8.1.
Click to download a Microsoft Visio file containing a copy of this diagram, which you can customize to represent here
your own environment.
Note
The following BMC product name abbreviations are used in the diagram:
BAO = BMC Atrium Orchestrator
BBNA = BMC Network Automation
BBSA = BMC Server Automation
BPPM = BMC ProactiveNet Performance Management
ITBM = BMC IT Business Management
Integration methods and data flow for BMC Remedy ITSM 8.1
Sizing and deployment - prototype
The following topics provide information that you must consider before beginning the installation process:
Sizing and deployment considerations provides in-depth information about sizing considerations for each
product.
Sizing baselines provides specific information about server, CPU, memory, supported concurrent users, and
more.
Sizing diagrams provides example deployment diagrams.
Important
You need to understand the business requirements as well as use cases.
Click to download a copy of the BMC Service Support Planning worksheet. You can use this estimating here
spreadsheet to calculate database storage and CPU memory amounts for BMC Service Support products.
Note
The numbers produced by this spreadsheet are only estimates. Customizations and different
usage profiles cause variances from the baseline.
Sizing and deployment considerations - prototype
This topic contains information and terminology to help you determine hardware sizing and deployment
requirements for your organization's usage.
Use cases and value paths
Sizing the BMC Atrium CMDB and BMC Remedy ITSM environment
Virtualization
BMC Remedy Mid Tier servers and web infrastructure
BMC Remedy AR System server
Databases
Before sizing can be determined, you must understand the business and organizational requirements and use cases
for each solution. Number of users, transaction types and quantity, and customizations (for BMC Service Request
Management and BMC Atrium Orchestrator) impact sizing. BMC Remedy ITSM value paths and use case
information is located in the topic. Key concepts
Following are some examples of use cases and factors that can impact sizing:
Large amounts of CMDB data
Software license management
Heavy incident volume from event management
Knowledge management and Full Text Search (FTS)
Large numbers of BMC Service Request Management or BMC Atrium Orchestrator customizations
Integrations
Note
The following information is for general purposes and is not specific to any particular value path.
The BMC Remedy AR System and mid tier servers scale better horizontally than they do vertically. Although adding
more resources, such as CPUs and memory, to a server might be tempting, testing has shown that there is a point
of diminishing return on performance in doing so. Scaling horizontally by adding more servers to a server group
results in better and more consistent performance than scaling vertically.
You can configure BMC Remedy ITSM in a load-balanced environment to direct user interactions to the
load-balanced BMC Remedy AR System mid tier and BMC Remedy AR System servers while assigning dedicated
non-user functions and responsibilities to specific instances of BMC Remedy AR System server (see references to
back end servers in . For example, escalations, integrations, reconciliation, and notifications can be Sizing baselines
separated from "user" servers to ensure that these services do not impact user activity. This is a reliable way to
provide consistent high performance services as well as scale the installation safely.
Similar to dedicated BMC AR System servers for non-user related functions, additional dedicated servers at the web
tier should be considered if web services are implemented for BMC Atrium CMDB or BMC Remedy ITSM.
In a BMC Remedy AR System server group, the host computers do not all require the same processing power and
memory. For example, the back-end servers can use servers with more or less processing power and memory.
Virtualization
Current sizing is based on CPU cores from physical hardware, not virtualization. With hypervisor-based x86/x64
systems like VMware ESX Server using multicore multithreaded processors, be aware that hyperthreading can
increase the number of virtual CPUs displayed and made available to the ESX Server. Assuming that a vCPU has
the same processing power as a CPU core could negatively impact capacity planning.
Ensure that the following virtualization features are configured properly. (Consult your virtualization expert for
details.)
Priorities related to resource pools (Do the BMC applications being deployed in a virtual environment have
the proper priority?)
Distributed Resource Scheduling (DRS)
VMware vMotion
Affinity
Note
Previous guidance for BMC Remedy ITSM 7.6. is located in x Sizing and deployment
. considerations
Using a static formula for concurrent users for sizing and some memory recommendations might be insufficient
when influenced by more factors than were used to determine the BMC baselines in these topics. The most current
baseline sizing numbers for BMC Remedy ITSM 8.1 are located at . These baselines come from the Sizing baselines
following sources:
Performance and Scalability of 7.6.04 SP1 BMC Remedy IT Service Management Suite (performed at Dell
Solution Center) white paper
BMC Remedy ITSM 8.0 performance tests
Recent customer engagements
Feedback from the field
Use at least two BMC Remedy Mid Tier servers to provide high availability and failover capability.
Deploy the same number of mid tier servers as the number of "user loaded" BMC Remedy AR System servers. This
assumes the AR System servers and mid tier servers are sized appropriately.
Using a formula of concurrent users to CPU cores is perhaps not the most efficient way to achieve peak
performance for BMC Remedy ITSM. Instead, refer to the planning spreadsheet and sizing baselines. It is also
important to consider your organization's specific planned use cases.
Installing BMC Knowledge Management and using FTS reduces the capacity of BMC Remedy AR System.
BMC Remedy AR System server operates as 64-bit multithreaded processes and can support up to 3,000
concurrent users per server. In the , the memory footprint of the BMC BSM performance and scalability tests
Remedy AR System server's and mid tier server's 3,000 concurrent users was stable at about 2 to 3 GB, but in
practice the memory footprint can grow to 10 GB or more. The memory sizes listed in the are still sizing baselines*
the correct starting points.
Previously BMC has advised that 60 or 70 threads be considered an upper limit for all threads in total. The BSM
shows that significantly higher thread settings can be preferable. The correct way to tune performance white paper
threads is to use values from API log analysis to see what needs to be API Thread % Idle Time = 0s
increased or can be decreased. If you can restart the server with thread logging on, you can observe when new
threads are started up.
Estimating the number of concurrent users
The number of concurrent users depends on the total end-user population and on the way the system is used. For
example, with the BMC Service Request Management application, if only a few services are deployed, the number
of concurrent users is low; if a large number of services are deployed, the system experiences a higher load. The
number of concurrent users is best established by looking at the load on the existing system that is being replaced
or upgraded.
In the absence of this data, BMC suggests the following guidelines for creating an initial estimate on the number of
concurrent users. Note that these are estimates rather than accurate numbers.
Type of user Number of concurrent users
Service Desk 100 percent of total population
Change Management 10 percent of total population
Self Service 1 2 percent of total population
Administrators 100 percent of total population
BMC Analytics users 10 20 percent of total population
For example, if you have an IT staff of 900 employees, all of whom use the Change Management system, you can
assume that about 90 of them are concurrent at any time. Similarly, if you have 100,000 employees who are using
BMC Service Request Management, the concurrent count can vary from 1,000 (which is 1 percent) to 2,000 (which
is 2 percent). This high variance must be evaluated based on your plans to roll out services. If you intend to host
many services on BMC Service Request Management, use the high count. If you plan to limit the number of
services, use a smaller count.
Scalability for BMC Knowledge Management
BMC Knowledge Management 8.1 uses the FTS service provided by BMC Remedy AR System for indexing. This
requires the indexer to run on one of the AR System server computers in the server group. Because this indexer
consumes CPU, run it on a back end AR System server (which is typically not serving online user traffic). The index
should be local and on shared storage (NAS/SAN). not
In addition to the indexer, each of the AR System servers in the server group has a service that reads information
from the common index. This can also consume CPU cycles, thereby reducing the performance of the AR System
Server where the indexer resides. It has been observed that the larger the size of the index, the greater the effect on
scalability. More information about this is available from the BMC Deployment Architecture team and will be
published shortly.
Databases
Physical servers are required for the database servers. BMC does not recommend running databases on virtualized
hardware.
You might choose to host product installations on a single physical server or on separate servers or tiers. The
decision is based on multiple factors, including but to limited to, hardware and licensing costs, performance,
administration and maintenance efforts, and security requirements.
BMC does recommend placing a firewall between the AR System servers and the databases. The extra not
processing time that a firewall takes to analyze each packet causes a delay. This delay, with the additional
unnecessary network hop, creates a transaction response time that will be unacceptable to most users.
BMC Analytics for BSM sizing and scalability
BMC Analytics for BSM is based on SAP BusinessObjects Enterprise XI 3.1. For deployment information, see the S
. AP BusinessObjects Enterprise XI 3.1 Deployment Planning Guide
Sizing factors
The BMC Analytics for BSM product is based completely on SAP BusinessObjects Enterprise, and so the task of
sizing the installation is sizing the SAP BusinessObjects Enterprise server and software. The guidelines in this
documentation assume that the installed system is being used for BMC Analytics for BSM only.
To size the BMC Analytics for BSM installation, estimate the following numbers:
Potential users (named users) The number of users who are able to log on to the system. This number is
the easiest to calculate because it represents the total population of users who have the ability to access the
SAP BusinessObjects Enterprise environment.
Concurrent active users An estimate of the number of users who are expected to be concurrently logged
on and actively interacting with the system (clicking on folders, viewing reports, scheduling, and so on). Do
not include users who are logged on but inactive in this estimate.
According to SAP BusinessObjects Enterprise, many customers find that their concurrency ratios average
from 10 percent to 20 percent of their total potential user base. For example, with 1,000 potential users, use
an estimate of 100 to 200 concurrent active users. This number can vary significantly depending on the
nature and breadth of the deployment, but it is a reasonable general guideline for planning purposes.
Database sizing
BMC Analytics for BSM can use the BMC Remedy AR System database, but this might affect the performance of
the database server. BMC recommends that you use a separate reporting instance of the BMC Remedy AR System
database to support the BMC Analytics for BSM environment.
Hardware requirements
BMC recommends the following hardware requirements for the BMC Analytics for BSM environment:
Sizing for the Central Management Server:
One CPU for every 500 concurrent active users
One CMS service for every 600 700 concurrent active users
4 GB of RAM for each CMS service
Sizing for the Web Intelligence Report Server:
One processor for 25 40 concurrent active users
One Web Intelligence Report Server service for each processor
4 GB of RAM per Web Intelligence Report Server service
BMC Dashboards for BSM sizing and scalability
This section provides sizing information for the BMC Dashboards for BSM environment.
Sizing factors for BMC Dashboards for BSM
Sizing factors for BMC Dashboards for BSM are as follows:
Number of concurrent users
CI/request ratio (number of CIs per incident, change, problem, service requests, or service level
management ticket)
The sizing assumes an average report file size of 500 KB.
This section describes hardware sizing for a single-server deployment and a dual-server deployment. In a
single-server deployment, the Dashboard server and the Data Integration Layer (DIL) are installed on the same
computer. In a dual-server deployment, they are installed on separate computers.
Single-server deployment
Small (<25) Medium (25 50) Large (>50)
CPU
1
2 x 2.0 GHz+ 4 x 2.0 GHz+ 4+ x 2.0 GHz+
RAM 4 GB 4 8 GB 8+ GB
Disk space 40 GB 100 GB 200 GB
^ 1 These are server class CPUs, not just a single core.^
Dual-server deployment
Small Medium Large
CPU
1
Dashboard: 1 x 2.0 GHz+
DIL: 1 x 2.0 GHZ+
DIL: 2 x 2.0 GHZ+
DIL: 2 x 2.0 GHz+
RAM Dashboard: 2 GB
DIL: 2 GB
Dashboard: 4 GB
DIL: 4 GB
Dashboard: 4+ GB
DIL: 4+ GB
Disk space Dashboard: 20 GB
DIL: 20 GB
Dashboard: 50 GB
DIL: 50 GB
Dashboard: 100 GB
DIL: 100 GB
BMC Atrium Orchestrator sizing and scalability
BMC Atrium Orchestrator is a load-balancing cluster architecture that can be considered an active/active
high-availability cluster, where all available servers or peers process requests. The term used to describe the BMC
Atrium Orchestrator load-balancing cluster architecture is , which is used throughout the product documentation grid
and thus used here.
A number of different peers can be used for setting up the grid. The only peer that is required in the grid is the
Configuration Distribution Peer (CDP), with others added for high availability or for scaling up.
Peers
The following table differentiates the peers and the services that they provide:
Peer type Description
AP The Activity Peer (AP) is the most fundamental grid
component used by BMC Atrium Orchestrator. The AP
is the process that executes workflows and hosts
external application adapters, providing both the core
workflow engine and a web container.
CDP In addition to offering the same types of services and
capabilities found in the AP, the CDP provides a central
point of administrative control and content distribution
for all distributed components in a grid. The CDP is a
required component, and there is typically only one
CDP per grid servicing a number of APs. Furthermore,
as a centralized configuration repository, the CDP is
responsible for storing and distributing all configuration
and content for the entire grid.
HA-CDP The High Availability Configuration Data Peer (HA-CDP)
is a mirrored instance of a primary CDP and provides
active/active high-availability capabilities for the grid in
which it is installed and operating. It is considered
active/active because it is not idle and participates as
any normal AP would in workflow execution.
Failover
With multiple peers available to handle processing requests, single failures are not likely to negatively affect
throughput and reliability. With grid peers distributed to various hosts, an entire computer can fail without resulting in
application downtime. Processing requests can be routed to other peers if one peer fails. With certain limitations,
BMC Atrium Orchestrator allows for maintenance of peer hosts without stopping the entire functionality of the grid
itself.
Failover in BMC Atrium Orchestrator is primarily achieved through a technique called full replication. This occurs
when a cluster replicates all data to all peers. Full replication ensures that if a peer fails, that peer's workload is
reassigned to a functioning peer where a copy of the failed peer's data exists. However, the disadvantage of full
replication is that as more peers are added to the grid, more data must be replicated throughout. Likewise, events
regarding the data, such as updates and deletions, must be published to more peers, resulting in more traffic on the
grid. Thus the scalability of the grid can be defined as an inverse function of the size and frequency of these data
events. This is why it is important not to mistake BMC Atrium Orchestrator as the functional equivalent of Data
Center Automation computing or a computer grid. Carefully consider the number of peers to include in any grid.
Grids
The grid's ability to manage workloads efficiently, and thus overall throughput, is largely a function of the grid's
chosen scalability model. In computer clusters, there are two models for scalability, vertical and horizontal. With
proper planning, either approach can be an effective means of scaling the BMC Atrium Orchestrator grid, depending
on operational requirements.
Vertical scaling
In vertical scaling, multiple grid peers run on the same physical computer, which might enable the computer's
processing power to be more efficiently allocated. Generally, these computers are large SMP or multicore servers
with a large amount of RAM and disk space. Even if a single Java Virtual Machine (JVM) can fully utilize the
processing power of such a computer, more than one peer on the computer might be required for other reasons,
such as using vertical scaling for software failover. If a JVM reaches the limit of the peer's per-process virtual
memory heap (or if there is some similar problem), increasing the number of peers on the same host might result in
increased grid capacity depending on the configuration used.
Horizontal scaling
In horizontal scaling, peers are created on multiple physical computers. This enables a single logical grid to run on
several computers while still presenting a single system image, making the most effective use of the resources of a
distributed computing environment. Horizontal scaling can be quite effective in environments where commodity
computers are in abundance. Processing requests that overwhelm a single computer can be distributed over several
computers in the grid.
Failover is another benefit of horizontal scaling. If a computer becomes unavailable, its workload can be routed to
other computers hosting peers. Horizontal scaling can handle peer-process failure and resource failure with
negligible impact to grid performance.
Sizing baselines - prototype
This topic describes the deployment architecture for the IT Service Management (ITSM) initiative. The combined
architecture for the IT Service Management value paths is presented with the default security configuration, showing
the flow of information between individual products. Because BMC Atrium CMDB is hosted in the BMC Remedy
Action Request System server (BMC Remedy AR System server), it is represented in the BMC Remedy AR System
environment. The architecture does not include high availability, but guidelines for building a high-availability
environment are provided in . High availability
Several core technologies must be considered when sizing an IT Service Management environment. Sizing of each
product in the value path is based on the individual load on each product's sample use case, and several combined
use cases and value paths were tested for the . Performance benchmarks
Environment baseline guidelines
Hardware considerations for sizing
The following table refers to both concurrent users and managed devices. Use this information to size your
environment.
Environment BMC Remedy ITSM
(concurrent users)
BMC Analytics for
BSM
(concurrent users)
BMC Dashboards
for BSM
(concurrent users)
Number of
managed devices
Proof of concept
(POC)
50 5 2 1,000 or fewer
Small 800 50 5 2,000 or fewer
Medium 2000 100 10 10,000 or fewer
Large 5000 250 50 30,000 or fewer
Note
When dealing with environments that are not inline with both concurrent users and managed
devices for the same size, refer to the . BMC Service Support Planning worksheet
Use the following definitions to help understand this task:
Concurrent users is used to estimate the number of simultaneous connections to the mid tier or BMC
Remedy AR System servers. If your organization is using a significant number of web-based clients (utilizing
the mid tier) and the thick-based BMC Remedy client tool, you should calculate the totals for each and use
the total number as the estimate for concurrent users.
The term has historically referred to devices that have an IP address and can therefore be managed device
remotely connected to over an Ethernet network. However, this might not always be the case. It might be
beneficial to track other items as well. BMC Atrium CMDB enables you to track items that do not have an IP
address, such as telecommunication network links (T-1s, DS3s, and so on) or desk telephones that can be
tracked another way, such as through MAC addresses or serial numbers.
The numbers in the following table are based on performance lab benchmark tests and examples observed from
consulting services and customer experience.
Hardware sizing for IT Service Management components
Component POC Small Medium Large
BMC Remedy AR
System mid tier
servers
None: Services
combined with AR
System server
2servers:
2CPUCore
8GBRAM
60GBdisk
2servers:
4CPUCore
8GBRAM
60GBdisk
5servers:
4CPUCore
8GBRAM
60 GBdisk
BMC Remedy AR
System Web
Services
None: Services
combined with AR
System server
1server:
2CPUCore
8GBRAM
60GBdisk
1server:
4CPUCore
8GBRAM
60GBdisk
2servers:
4CPUCore
8GBRAM
60GBdisk
SAP
BusinessObjects
Web Intelligence
Reports Server (for
BMC Analytics for
BSM)
None: Services
combined with SAP
CMS server
1 server:
2 CPU Core
4 GB RAM
60 GB disk
1 server:
4 CPU Core
8 GB RAM
60 GB disk
1 server:
4 CPU Core
12 GB RAM
60 GB disk
BMC Remedy AR
System server (user)
BMC Atrium CMDB
BMC Remedy ITSM
BMC Service Level
Management
BMC Service
Request
Management
BMC Knowledge
Management
User-loaded servers
1 server:
4CPUCore
12GBRAM
250GBdisk
2 servers:
2CPUCore
8 GB RAM
60 GB disk
2 servers:
4 CPU Core
8 GB RAM
60 GB disk
5servers:
4 CPU Core
8GB RAM
60 GB disk
BMC Remedy AR
System server (back
end)
BMC Atrium CMDB
BMC Remedy ITSM
BMC Service Level
Management
BMC Service
Request
Management
BMC Knowledge
Management
Non-user-loaded
servers for back-end
AR System
processes,
integrations,
reconciliation,
notification
1server:
4 CPU Core
12 GB RAM
250GBdisk
2servers:
4 CPU Core
8 GB RAM
60 GB disk
2servers:
4 CPU Core
12 GB RAM
60 GB disk
2servers:
4 CPU Core
16 GB RAM
60 GB disk
BMC Atrium Single
Sign On
None: Services
combined with AR
System server
1 server:
2 CPU Core
4 GB RAM
100GBdisk
1 server:
4 CPU Core
4 GB RAM
100GBdisk
1 server:
4 CPU Core
8 GB RAM
100GBdisk
BMC Dashboards for
BSM Server (with
DIL)
None: Services
combined with AR
System server
1 server:
2 CPU Core
4 GB RAM
100 GB disk
1 server:
4 CPU Core
8 GB RAM
100 GB disk
1 server:
4 CPU Core
12 GB RAM
200 GB disk
SAP
BusinessObjects
CMS Server (for
BMC Analytics for
BSM)
1 server:
2 CPU Core
4 GB RAM
60 GB disk
1 server:
2 CPU Core
4 GB RAM
60 GB disk
1 server:
4 CPU Core
8 GB RAM
60 GB disk
1 server:
4 CPU Core
12 GB RAM
60 GB disk
BMC Atrium
Orchestrator
Configuration
Distribution Peer
(CDP) and HA-CDP
1 server with (No
HA):
4 CPU Core
8 GB RAM
100 GB disk
2 servers:
2 CPU Core
4 GB RAM
60 GB disk
2 servers:
4 CPU Core
8 GB RAM
60 GB disk
2 servers:
4 CPU Core
8 GB RAM
60 GB disk
The disk sizes in the following table indicate the disk space that is consumed by the data and indices for initial
sizing. Always include additional space for additional data, OS, and other software installed. You can download a
copy of the planning spreadsheet by clicking . here
Consider the following points:
Atrium Web Registry database is not transactional in nature and hence much smaller in size. For all small,
medium, and large deployments, this database can be installed on the same Microsoft SQL Server instance.
The sizing in the preceding table is based on benchmark tests for specific use cases only.
Transaction log sizing is mainly driven by the following factors, and BMC recommends sizing transaction log
files based these factors:
Database recovery model
Database backup strategy and frequency
Database tier
Master BMC
Remedy AR System
Database
1server:
4CPUCore
8GBRAM
100GBdisk
1cluster:
8CPUCore
8GBRAM
200GBdisk
1 cluster:
16CPUCore
16GBRAM
200 GB disk
1 cluster:
32CPUCore
32GBRAM
200GBdisk
Replicated BMC
Remedy AR System
Database for
Reporting
None: Services
combined with AR
System database
1 server:
8 CPU Core
8 GB RAM
200 GB disk
1 server:
16 CPU Core
16 GB RAM
200 GB disk
1 server:
32 CPU Core
32 GB RAM
200 GB disk
BMC Atrium
Orchestrator
Database
None: Services
combined with BMC
Atrium Orchestrator
CDP
1 cluster:
2CPU Core
8 GB RAM
200 GB disk
1 cluster:
4CPU Core
8 GB RAM
200 GB
1 cluster:
8 CPU Core
16 GB RAM
200 GB disk
Sizing diagrams - prototype
The following diagrams provide a starting point for planning purposes and are based on both the an Sizing baselines
d the . Performance benchmarks for BMC Remedy ITSM 8.1
This topic covers the following deployment types:
Large deployment
Medium deployment
Small deployment
Proof of concept deployment
The software versions shown in these diagrams are based on the . BSM Interoperability and BSM Reference Stack
Large deployment
The following diagram illustrates a generic, large-scale deployment suitable for 5,000 users or more.
Click to down load a Microsoft Visio file that contains a copy of this diagram that you can customize to your here
planned environment.
Medium deployment
The following diagram illustrates a generic, medium-scale deployment suitable for approximately 2,000 to 5,000
users.
Small deployment
The following diagram illustrates a generic, small-scale deployment suitable for approximately 500 to 2,000 users.
The following diagram illustrates a generic, proof-of-concept (POC) deployment suitable for approximately 50 users.
Sizing and deployment
The following topics provide information that you must consider before beginning the installation process:
Sizing and deployment considerations provides in-depth information about sizing considerations for each
product.
Sizing baselines provides specific information about server, CPU, memory, supported concurrent users, and
more.
Sizing diagrams provides example deployment diagrams.
Important
You need to understand the business requirements as well as use cases.
Click to download a copy of the BMC Service Support Planning worksheet. You can use this estimating here
spreadsheet to calculate database storage and CPU memory amounts for BMC Service Support products.
Note
The numbers produced by this spreadsheet are only estimates. Customizations and different
usage profiles cause variances from the baseline.
Sizing and deployment considerations
This topic contains information and terminology to help you determine hardware sizing and deployment
requirements for your organization's usage.
Virtualization
Databases
Before sizing can be determined, you must understand the business and organizational requirements and use cases
for each solution. Number of users, transaction types and quantity, and customizations (for BMC Service Request
Management and BMC Atrium Orchestrator) impact sizing. BMC Remedy ITSM value paths and use case
information is located in the topic. Key concepts
Following are some examples of use cases and factors that can impact sizing:
Large amounts of CMDB data
Heavy incident volume from event management
Knowledge management and Full Text Search (FTS)
Large numbers of BMC Service Request Management or BMC Atrium Orchestrator customizations
Integrations
Note
The following information is for general purposes and is not specific to any particular value path.
The BMC Remedy AR System and mid tier servers scale better horizontally than they do vertically. Although adding
more resources, such as CPUs and memory, to a server might be tempting, testing has shown that there is a point
of diminishing return on performance in doing so. Scaling horizontally by adding more servers to a server group
results in better and more consistent performance than scaling vertically.
You can configure BMC Remedy ITSM in a load-balanced environment to direct user interactions to the
load-balanced BMC Remedy AR System mid tier and BMC Remedy AR System servers while assigning dedicated
non-user functions and responsibilities to specific instances of BMC Remedy AR System server (see references to
back end servers in . For example, escalations, integrations, reconciliation, and notifications can be Sizing baselines
separated from "user" servers to ensure that these services do not impact user activity. This is a reliable way to
provide consistent high performance services as well as scale the installation safely.
Similar to dedicated BMC AR System servers for non-user related functions, additional dedicated servers at the web
tier should be considered if web services are implemented for BMC Atrium CMDB or BMC Remedy ITSM.
In a BMC Remedy AR System server group, the host computers do not all require the same processing power and
memory. For example, the back-end servers can use servers with more or less processing power and memory.
Virtualization
Current sizing is based on CPU cores from physical hardware, not virtualization. With hypervisor-based x86/x64
systems like VMware ESX Server using multicore multithreaded processors, be aware that hyperthreading can
increase the number of virtual CPUs displayed and made available to the ESX Server. Assuming that a vCPU has
the same processing power as a CPU core could negatively impact capacity planning.
Ensure that the following virtualization features are configured properly. (Consult your virtualization expert for
details.)
Priorities related to resource pools (Do the BMC applications being deployed in a virtual environment have
the proper priority?)
Distributed Resource Scheduling (DRS)
VMware vMotion
Affinity
Note
Previous guidance for BMC Remedy ITSM 7.6. is located in x Sizing and deployment
. considerations
Using a static formula for concurrent users for sizing and some memory recommendations might be insufficient
when influenced by more factors than were used to determine the BMC baselines in these topics. The most current
baseline sizing numbers for BMC Remedy ITSM 8.1 are located at . These baselines come from the Sizing baselines
following sources:
Performance and Scalability of 7.6.04 SP1 BMC Remedy IT Service Management Suite (performed at Dell
Solution Center) white paper
BMC Remedy ITSM 8.0 performance tests
Recent customer engagements
Feedback from the field
Use at least two BMC Remedy Mid Tier servers to provide high availability and failover capability.
Deploy the same number of mid tier servers as the number of "user loaded" BMC Remedy AR System servers. This
assumes the AR System servers and mid tier servers are sized appropriately.
Using a formula of concurrent users to CPU cores is perhaps not the most efficient way to achieve peak
performance for BMC Remedy ITSM. Instead, refer to the planning spreadsheet and sizing baselines. It is also
important to consider your organization's specific planned use cases.
Installing BMC Knowledge Management and using FTS reduces the capacity of BMC Remedy AR System.
BMC Remedy AR System server operates as 64-bit multithreaded processes and can support up to 3,000
concurrent users per server. In the , the memory footprint of the BMC BSM performance and scalability tests
Remedy AR System server's and mid tier server's 3,000 concurrent users was stable at about 2 to 3 GB, but in
practice the memory footprint can grow to 10 GB or more. The memory sizes listed in the are still sizing baselines*
the correct starting points.
Previously BMC has advised that 60 or 70 threads be considered an upper limit for all threads in total. The BSM
shows that significantly higher thread settings can be preferable. The correct way to tune performance white paper
threads is to use values from API log analysis to see what needs to be API Thread % Idle Time = 0s
increased or can be decreased. If you can restart the server with thread logging on, you can observe when new
threads are started up.
Estimating the number of concurrent users
The number of concurrent users depends on the total end-user population and on the way the system is used. For
example, with the BMC Service Request Management application, if only a few services are deployed, the number
of concurrent users is low; if a large number of services are deployed, the system experiences a higher load. The
number of concurrent users is best established by looking at the load on the existing system that is being replaced
or upgraded.
In the absence of this data, BMC suggests the following guidelines for creating an initial estimate on the number of
concurrent users. Note that these are estimates rather than accurate numbers.
Type of user Number of concurrent users
Service Desk 100 percent of total population
Change Management 10 percent of total population
Self Service 1 2 percent of total population
Administrators 100 percent of total population
BMC Analytics users 10 20 percent of total population
For example, if you have an IT staff of 900 employees, all of whom use the Change Management system, you can
assume that about 90 of them are concurrent at any time. Similarly, if you have 100,000 employees who are using
BMC Service Request Management, the concurrent count can vary from 1,000 (which is 1 percent) to 2,000 (which
is 2 percent). This high variance must be evaluated based on your plans to roll out services. If you intend to host
many services on BMC Service Request Management, use the high count. If you plan to limit the number of
services, use a smaller count.
Scalability for BMC Knowledge Management
BMC Knowledge Management 8.1 uses the FTS service provided by BMC Remedy AR System for indexing. This
requires the indexer to run on one of the AR System server computers in the server group. Because this indexer
consumes CPU, run it on a back end AR System server (which is typically not serving online user traffic). The index
should be local and on shared storage (NAS/SAN). not
In addition to the indexer, each of the AR System servers in the server group has a service that reads information
from the common index. This can also consume CPU cycles, thereby reducing the performance of the AR System
Server where the indexer resides. It has been observed that the larger the size of the index, the greater the effect on
scalability. More information about this is available from the BMC Deployment Architecture team and will be
published shortly.
Databases
Physical servers are required for the database servers. BMC does not recommend running databases on virtualized
hardware.
You might choose to host product installations on a single physical server or on separate servers or tiers. The
decision is based on multiple factors, including but to limited to, hardware and licensing costs, performance,
administration and maintenance efforts, and security requirements.
BMC does recommend placing a firewall between the AR System servers and the databases. The extra not
processing time that a firewall takes to analyze each packet causes a delay. This delay, with the additional
unnecessary network hop, creates a transaction response time that will be unacceptable to most users.
BMC Analytics for BSM sizing and scalability
BMC Analytics for BSM is based on SAP BusinessObjects Enterprise XI 3.1. For deployment information, see the S
. AP BusinessObjects Enterprise XI 3.1 Deployment Planning Guide
Sizing factors
The BMC Analytics for BSM product is based completely on SAP BusinessObjects Enterprise, and so the task of
sizing the installation is sizing the SAP BusinessObjects Enterprise server and software. The guidelines in this
documentation assume that the installed system is being used for BMC Analytics for BSM only.
To size the BMC Analytics for BSM installation, estimate the following numbers:
Potential users (named users) The number of users who are able to log on to the system. This number is
the easiest to calculate because it represents the total population of users who have the ability to access the
SAP BusinessObjects Enterprise environment.
Concurrent active users An estimate of the number of users who are expected to be concurrently logged
on and actively interacting with the system (clicking on folders, viewing reports, scheduling, and so on). Do
not include users who are logged on but inactive in this estimate.
According to SAP BusinessObjects Enterprise, many customers find that their concurrency ratios average
from 10 percent to 20 percent of their total potential user base. For example, with 1,000 potential users, use
an estimate of 100 to 200 concurrent active users. This number can vary significantly depending on the
nature and breadth of the deployment, but it is a reasonable general guideline for planning purposes.
Database sizing
BMC Analytics for BSM can use the BMC Remedy AR System database, but this might affect the performance of
the database server. BMC recommends that you use a separate reporting instance of the BMC Remedy AR System
database to support the BMC Analytics for BSM environment.
BMC recommends the following hardware requirements for the BMC Analytics for BSM environment:
Sizing for the Central Management Server:
One CPU for every 500 concurrent active users
One CMS service for every 600 700 concurrent active users
4 GB of RAM for each CMS service
Sizing for the Web Intelligence Report Server:
One processor for 25 40 concurrent active users
One Web Intelligence Report Server service for each processor
4 GB of RAM per Web Intelligence Report Server service
BMC Dashboards for BSM sizing and scalability
This section provides sizing information for the BMC Dashboards for BSM environment.
Sizing factors for BMC Dashboards for BSM
Sizing factors for BMC Dashboards for BSM are as follows:
Number of concurrent users
CI/request ratio (number of CIs per incident, change, problem, service requests, or service level
management ticket)
The sizing assumes an average report file size of 500 KB.
This section describes hardware sizing for a single-server deployment and a dual-server deployment. In a
single-server deployment, the Dashboard server and the Data Integration Layer (DIL) are installed on the same
computer. In a dual-server deployment, they are installed on separate computers.
Single-server deployment
Small (<25) Medium (25 50) Large (>50)
CPU
1
2 x 2.0 GHz+ 4 x 2.0 GHz+ 4+ x 2.0 GHz+
RAM 4 GB 4 8 GB 8+ GB
Disk space 40 GB 100 GB 200 GB
Dual-server deployment
Small Medium Large
CPU
1
DIL: 1 x 2.0 GHZ+
DIL: 2 x 2.0 GHZ+
DIL: 2 x 2.0 GHz+
RAM Dashboard: 2 GB
DIL: 2 GB
Dashboard: 4 GB
DIL: 4 GB
Dashboard: 4+ GB
DIL: 4+ GB
Disk space Dashboard: 20 GB
DIL: 20 GB
Dashboard: 50 GB
DIL: 50 GB
Dashboard: 100 GB
DIL: 100 GB
BMC Atrium Orchestrator sizing and scalability
BMC Atrium Orchestrator is a load-balancing cluster architecture that can be considered an active/active
high-availability cluster, where all available servers or peers process requests. The term used to describe the BMC
Atrium Orchestrator load-balancing cluster architecture is , which is used throughout the product documentation grid
and thus used here.
Peers
The following table differentiates the peers and the services that they provide:
AP The Activity Peer (AP) is the most fundamental grid
external application adapters, providing both the core
capabilities found in the AP, the CDP provides a central
point of administrative control and content distribution
for all distributed components in a grid. The CDP is a
required component, and there is typically only one
CDP per grid servicing a number of APs. Furthermore,
as a centralized configuration repository, the CDP is
HA-CDP The High Availability Configuration Data Peer (HA-CDP)
is a mirrored instance of a primary CDP and provides
active/active high-availability capabilities for the grid in
which it is installed and operating. It is considered
any normal AP would in workflow execution.
Failover
itself.
regarding the data, such as updates and deletions, must be published to more peers, resulting in more traffic on the
events. This is why it is important not to mistake BMC Atrium Orchestrator as the functional equivalent of Data
Center Automation computing or a computer grid. Carefully consider the number of peers to include in any grid.
Grids
The grid's ability to manage workloads efficiently, and thus overall throughput, is largely a function of the grid's
chosen scalability model. In computer clusters, there are two models for scalability, vertical and horizontal. With
proper planning, either approach can be an effective means of scaling the BMC Atrium Orchestrator grid, depending
on operational requirements.
Vertical scaling
In vertical scaling, multiple grid peers run on the same physical computer, which might enable the computer's
processing power to be more efficiently allocated. Generally, these computers are large SMP or multicore servers
with a large amount of RAM and disk space. Even if a single Java Virtual Machine (JVM) can fully utilize the
processing power of such a computer, more than one peer on the computer might be required for other reasons,
such as using vertical scaling for software failover. If a JVM reaches the limit of the peer's per-process virtual
memory heap (or if there is some similar problem), increasing the number of peers on the same host might result in
increased grid capacity depending on the configuration used.
Horizontal scaling
In horizontal scaling, peers are created on multiple physical computers. This enables a single logical grid to run on
several computers while still presenting a single system image, making the most effective use of the resources of a
distributed computing environment. Horizontal scaling can be quite effective in environments where commodity
computers are in abundance. Processing requests that overwhelm a single computer can be distributed over several
computers in the grid.
Failover is another benefit of horizontal scaling. If a computer becomes unavailable, its workload can be routed to
other computers hosting peers. Horizontal scaling can handle peer-process failure and resource failure with
negligible impact to grid performance.
Sizing baselines
This topic describes the deployment architecture for the IT Service Management (ITSM) initiative. The combined
architecture for the IT Service Management value paths is presented with the default security configuration, showing
the flow of information between individual products. Because BMC Atrium CMDB is hosted in the BMC Remedy
Action Request System server (BMC Remedy AR System server), it is represented in the BMC Remedy AR System
environment. The architecture does not include high availability, but guidelines for building a high-availability
environment are provided in . High availability
Several core technologies must be considered when sizing an IT Service Management environment. Sizing of each
product in the value path is based on the individual load on each product's sample use case, and several combined
use cases and value paths were tested for the . Performance benchmarks
The following table refers to both concurrent users and managed devices. Use this information to size your
environment.
(concurrent users)
BMC Analytics for
BSM
(concurrent users)
BMC Dashboards
for BSM
(concurrent users)
Number of
managed devices
Proof of concept
(POC)
50 5 2 1,000 or fewer
Medium 2000 100 10 10,000 or fewer
Large 5000 250 50 30,000 or fewer
Note
When dealing with environments that are not inline with both concurrent users and managed
devices for the same size, refer to the . BMC Service Support Planning worksheet
Use the following definitions to help understand this task:
Concurrent users is used to estimate the number of simultaneous connections to the mid tier or BMC
Remedy AR System servers. If your organization is using a significant number of web-based clients (utilizing
the mid tier) and the thick-based BMC Remedy client tool, you should calculate the totals for each and use
the total number as the estimate for concurrent users.
The term has historically referred to devices that have an IP address and can therefore be managed device
remotely connected to over an Ethernet network. However, this might not always be the case. It might be
beneficial to track other items as well. BMC Atrium CMDB enables you to track items that do not have an IP
address, such as telecommunication network links (T-1s, DS3s, and so on) or desk telephones that can be
tracked another way, such as through MAC addresses or serial numbers.
The numbers in the following table are based on performance lab benchmark tests and examples observed from
consulting services and customer experience.
BMC Remedy AR
System mid tier
servers
None: Services
combined with AR
System server
2servers:
2CPUCore
8GBRAM
60GBdisk
2servers:
4CPUCore
8GBRAM
60GBdisk
5servers:
4CPUCore
8GBRAM
60 GBdisk
BMC Remedy AR
System Web
Services
None: Services
combined with AR
System server
1server:
2CPUCore
8GBRAM
60GBdisk
1server:
4CPUCore
8GBRAM
60GBdisk
2servers:
4CPUCore
8GBRAM
60GBdisk
SAP
BusinessObjects
Web Intelligence
Reports Server (for
BMC Analytics for
BSM)
None: Services
combined with SAP
CMS server
1 server:
2 CPU Core
4 GB RAM
60 GB disk
1 server:
4 CPU Core
8 GB RAM
60 GB disk
1 server:
4 CPU Core
12 GB RAM
60 GB disk
BMC Remedy AR
BMC Atrium CMDB
BMC Remedy ITSM
BMC Service Level
Management
BMC Service
Request
Management
BMC Knowledge
Management
User-loaded servers
1 server:
4CPUCore
12GBRAM
250GBdisk
2 servers:
2CPUCore
8 GB RAM
60 GB disk
2 servers:
4 CPU Core
8 GB RAM
60 GB disk
5servers:
4 CPU Core
8GB RAM
60 GB disk
BMC Remedy AR
System server (back
end)
BMC Atrium CMDB
BMC Remedy ITSM
BMC Service Level
Management
BMC Service
Request
Management
BMC Knowledge
Management
Non-user-loaded
AR System
processes,
integrations,
reconciliation,
notification
1server:
4 CPU Core
12 GB RAM
250GBdisk
2servers:
4 CPU Core
8 GB RAM
60 GB disk
2servers:
4 CPU Core
12 GB RAM
60 GB disk
2servers:
4 CPU Core
16 GB RAM
60 GB disk
BMC Atrium Single
Sign On
None: Services
combined with AR
System server
1 server:
2 CPU Core
4 GB RAM
100GBdisk
1 server:
4 CPU Core
4 GB RAM
100GBdisk
1 server:
4 CPU Core
8 GB RAM
100GBdisk
BMC Dashboards for
BSM Server (with
DIL)
None: Services
combined with AR
System server
1 server:
2 CPU Core
4 GB RAM
100 GB disk
1 server:
4 CPU Core
8 GB RAM
100 GB disk
1 server:
4 CPU Core
12 GB RAM
200 GB disk
SAP
BusinessObjects
CMS Server (for
BMC Analytics for
BSM)
1 server:
2 CPU Core
4 GB RAM
60 GB disk
1 server:
2 CPU Core
4 GB RAM
60 GB disk
1 server:
4 CPU Core
8 GB RAM
60 GB disk
1 server:
4 CPU Core
12 GB RAM
60 GB disk
BMC Atrium
Orchestrator
Configuration
Distribution Peer
(CDP) and HA-CDP
1 server with (No
HA):
4 CPU Core
8 GB RAM
100 GB disk
2 servers:
2 CPU Core
4 GB RAM
60 GB disk
2 servers:
4 CPU Core
8 GB RAM
60 GB disk
2 servers:
4 CPU Core
8 GB RAM
60 GB disk
The disk sizes in the following table indicate the disk space that is consumed by the data and indices for initial
sizing. Always include additional space for additional data, OS, and other software installed. You can download a
copy of the planning spreadsheet by clicking . here
Consider the following points:
Atrium Web Registry database is not transactional in nature and hence much smaller in size. For all small,
medium, and large deployments, this database can be installed on the same Microsoft SQL Server instance.
The sizing in the preceding table is based on benchmark tests for specific use cases only.
Transaction log sizing is mainly driven by the following factors, and BMC recommends sizing transaction log
files based these factors:
Database recovery model
Database backup strategy and frequency
Database tier
Master BMC
Remedy AR System
Database
1server:
4CPUCore
8GBRAM
100GBdisk
1cluster:
8CPUCore
8GBRAM
200GBdisk
1 cluster:
16CPUCore
16GBRAM
200 GB disk
1 cluster:
32CPUCore
32GBRAM
200GBdisk
Replicated BMC
Remedy AR System
Database for
Reporting
None: Services
combined with AR
System database
1 server:
8 CPU Core
8 GB RAM
200 GB disk
1 server:
16 CPU Core
16 GB RAM
200 GB disk
1 server:
32 CPU Core
32 GB RAM
200 GB disk
BMC Atrium
Orchestrator
Database
None: Services
combined with BMC
Atrium Orchestrator
CDP
1 cluster:
2CPU Core
8 GB RAM
200 GB disk
1 cluster:
4CPU Core
8 GB RAM
200 GB
1 cluster:
8 CPU Core
16 GB RAM
200 GB disk
Sizing diagrams
The following diagrams provide a starting point for planning purposes and are based on both the an Sizing baselines
d the . Performance benchmarks for BMC Remedy ITSM 8.1
This topic covers the following deployment types:
Large deployment
Medium deployment
Small deployment
The software versions shown in these diagrams are based on the . BSM Interoperability and BSM Reference Stack
Large deployment
The following diagram illustrates a generic, large-scale deployment suitable for 5,000 users or more.
Medium deployment
The following diagram illustrates a generic, medium-scale deployment suitable for approximately 2,000 to 5,000
users.
Small deployment
The following diagram illustrates a generic, small-scale deployment suitable for approximately 500 to 2,000 users.
The following diagram illustrates a generic, proof-of-concept (POC) deployment suitable for approximately 50 users.
High availability
High availability (HA) and resiliency for BMC Remedy IT Service Management is achieved on a per-product basis.
Each product is configured differently for HA. For most server types, a duplicate server is specified in the
deployment architecture for redundancy. For database HA, BMC recommends that the vendor's technology or a
third-party be used (for example, Oracle Real Application Clustering or Microsoft Peer to Peer Replication).
Environment or component Is HA recommended? High availability options
BMC Analytics for BSM No Not applicable
BMC Atrium CMDB and BMC
Remedy ITSM (mid tier)
Yes Load balanced, redundant web
servers
BMC Atrium CMDB and BMC
Remedy ITSM (AR System server)
Yes Server groups
BMC Atrium Orchestrator Platform Yes Load balanced redundant CDP and
grid
BMC Dashboards for BSM No Not applicable
BMC IT Business Management Yes Operating system clustering
The product-specific HA configuration information in this section is included as a reference from the Deployment
Architecture per Product section. This information is for general purposes and is specific to Data Center not
Automation.
BMC Atrium CMDB and BMC Remedy ITSM environment HA
To build a highly available system, each tier in the BMC Remedy AR System server needs to be built with
redundancy. The obvious tiers to the system are the mid tier, the BMC Remedy AR System server, and the
database. But depending on the criticality of the installation, other devices such as load balancers and firewalls
should also be considered for redundancy. A failure at any of these levels can cause the service to become
unavailable.
BMC Remedy Mid Tier
The BMC Remedy Mid Tier is the web component and is hosted in a web container (for example, Apache Tomcat).
For HA in this tier, multiple mid tiers can be run simultaneously, with a load balancer distributing the load among the
different instances. If one of the mid tier instances fails, the load balancer detects the failure and directs traffic to the
other instances.
The BMC Remedy AR System server can also run behind a load balancer, with multiple instances working to
process incoming API calls. The BMC Remedy AR System server provides a built-in mechanism called server
that allow multiple BMC Remedy AR System servers to share responsibilities among themselves, thereby groups
providing additional deployment options. With such a setup, the load is distributed by the load balancer, and the
servers collaborate to manage the execution of batch operations (like escalations) and administrator responsibilities.
For more information about server group configuration, see . Configuring server groups
For more information about load balancers and load balancing configuration, see Configuring a hardware load
. balancer with BMC Remedy AR System
Database layer
For a highly available deployment, ensure that the database is redundant. The redundancy at this layer is based on
the options provided by the database vendor. Typically this is done with grid or clustering technologies, or
replication.
BMC Atrium CMDB
BMC Atrium CMDB runs as a hosted application inside the BMC Remedy AR System server, and so inherits the
same level of HA with which the BMC Remedy AR System server has been configured.
BMC IT Business Management HA
HA configurations have not been tested for BMC IT Business Management. However, because the product runs on
J2EE servers and is fully compliant with J2EE specifications, the HA and disaster recovery capabilities of JBoss,
IBM WebSphere, and Oracle WebLogic application servers also apply to BMC IT Business Management.
BMC Atrium Orchestrator HA
BMC Atrium Orchestrator is a load-balancing cluster
architecture that can be thought of as an active/active high
availability cluster, where all available servers or peers
process requests. The term used to describe the BMC
Atrium Orchestrator load-balancing cluster architecture is g
, which is used throughout the product documentation rid
and thus used consistently here.
Peers
The following table differentiates the peers and the services that they provide.
AP The is the most fundamental grid Activity Peer
external application adapters providing both the core
capabilities found in the AP, the Configuration
provides a central point of Distribution Peer
administrative control and content distribution for all
distributed components in a grid. The CDP is a required
component, and there is typically only one CDP per grid
servicing a number of APs. Furthermore, as a
centralized configuration repository, the CDP is
HA-CDP The is a High Availability Configuration Data Peer
mirrored instance of a primary CDP and provides
active/active high availability capabilities for the grid in
which it's installed and operating. It is considered
any normal AP would in terms of workflow execution.
LAP The is an AP that has been Lightweight Activity Peer
reduced to its most basic components and serves only
to provide an environment or container for installing and
running external application adapters such as the
Windows CLI adapter and the Remedy AR adapter. In
many cases, LAPs are installed on the same machine
as the target application or service. Unlike the other
peer types, the LAP executes no workflows itself.
Failover
itself.
regarding the data, such as updates and deletes, must be published to more peers, resulting in more traffic on the
events. This is why it's important not to mistake BMC Atrium Orchestrator as the functional equivalent of Data
Center Automation computing or a computer grid. Care must be taken when deciding the number of peers to include
in any grid.
BMC Analytics for BSM HA
The BMC Analytics for BSM product is used for analysis of the data generated from managing the IT organization.
The tool is largely based on the SAP BusinessObjects Enterprise product, and so derives all its deployment ability
from this product. See the documentation for SAP BusinessObjects Enterprise for information about setting up a
highly available deployment of BMC Analytics for BSM.
BMC Dashboards for BSM HA
BMC Dashboards for BSM provides highly interactive, right-time access to key service support metrics for senior IT
management to help optimize decisions and accelerate the results of aligning IT to business goals. BMC does not
provide any built-in mechanism to create a highly available deployment of this tool because it is not typically
considered to be mission critical. If a highly available deployment is needed, options provided by virtual system
vendors can be considered.
BMC Atrium Discovery and Dependency Mapping HA
BMC Atrium Discovery and Dependency Mapping consists of the main application servers and slave servers that
discover assets, and the database used to store these assets. The database is installed on the same virtual
machine (VM) as the application server (it is not a remote database).
No built-in option is available for setting up HA for this system. For building availability into the system, one option is
to use the snapshot capability of the product to capture data and configuration changes and export this information
to a backup VM in case of a failure. Another option is to use the underlying virtual infrastructure to set up clustering.
Disaster recovery
The disaster-recovery strategy for the BMC Remedy ITSM 8.1 value paths involves setting up disaster recovery for
each product in the value paths. All products need to be available and updated in the disaster-recovery data center
in case the production data center is unavailable for any reason. In many cases, these products share a database
that becomes the focus of disaster-recovery configuration.
Note
Although the BMC Remedy ITSM Suite contains several databases common to BMC Remedy
ITSM, the BMC Remedy ITSM value paths can include products that need additional
configuration to work properly in a disaster-recovery situation.
Common disaster-recovery requirements
Although each product has its own requirements for setting up disaster recovery, the following requirements are
common to all products:
The disaster-recovery installation must have the same product version and patch level as the production
installation.
If any configuration or file changes (such as applying patches) are made to the production data center, the
same changes must be repeated on the disaster-recovery data center.
As the production system is used, all data changes must be replicated to the disaster-recovery data center.
These changes can be database changes or file system changes, depending on the product in use.
Replicating data changes imposes additional demands on the resources in the production system. To keep
these demands to a minimum, the replication schedule should be carefully considered. If continuous
replication is needed, the production system must be given additional resources (CPU and memory) to
reduce the performance impact.
Also consider recovery from a secondary location if a failover event occurs.
Overall disaster recovery for IT Service Management
The following diagram shows different points where replication is needed to keep the disaster-recovery data center
installation up to date (each point marked with a yellow dot). Each component needs to be ready and available for
the disaster-recovery installation to start functioning. For example, if the production databases are being replicated
every three hours, transaction information for the last three hours might not yet exist in the disaster-recovery
databases, and might need to be copied over and restored manually by using the database transaction logs.
Another example can be when network changes need to be put in place manually before disaster recovery can take
over.
To accommodate such scenarios, the following architecture does not include automatic failover from production.
This is an essential consideration for BMC Atrium Orchestrator. If the disaster-recovery strategy for BMC Atrium
Orchestrator is based on a High Availability Configuration Distribution Peer (HA CDP) in the disaster-recovery data
center, this CDP automatically starts processing the workflow if production fails. If the rest of the products are not yet
ready, the processes start failing.
The following diagram does not show disaster recovery for BMC Analytics for BSM and BMC Dashboards for BSM
because they largely refer to the data in the BMC Remedy ITSM database and so benefit from the replicated BMC
Remedy AR System database. Any additional data that they set up can be easily re-created in the disaster recovery
environment if required.
Note
The following BMC product name abbreviations are used in the diagram:
ADDM = BMC Atrium Discovery and Dependency Mapping
ITBM = BMC IT Business Management
Deployment examples
This topic provides a list of deployment examples that show how specific BMC Remedy applications can be
deployed. The examples also include recommendations for addressing performance challenges.
Applications Deployment examples
BMC Remedy ITSM Process Designer 8.3.03 BMC Remedy ITSM Process Designer 8.3.03
deployment example
BMC Remedy Email Engine 8.1 Deployment example:
Deployment use cases
Deployment example for inbound and outbound
email
Analytics OnDemand 2013.01:
BMC Analytics for Business Service Management
7.6.06
BMC Dashboards for Business Service Management
7.7.01
Analytics OnDemand deployment
BMC Atrium Single Sign-On 8.1 using Security
Assertion Markup Language 2.0 (SAMLv2)
BMC Atrium Single Sign-On using SAMLv2 deployment
example
Related topic
System requirements for deployment examples
BMC Remedy ITSM Process Designer 8.3.03 deployment example
This topic provides an example for how BMC Remedy ITSM Process Designer 8.3.03 can be deployed.
Note
The following information is for the web-based BMC Remedy ITSM Process Designer client and
not the stand-alone client. However, the information provided in this topic might be helpful when
you are considering deploying applications in an on-premise environment.
Business value
This deployment example enables you to use BMC Remedy ITSM Process Designer, which provides an easy way
to create internal processes using a graphical drag-and-drop interface.
Deployment
The following information describes an example deployment:
BMC Remedy ITSM Process Designer is deployed behind a load-balancing reverse proxy.
The Java Web Start module (part of the Process Designer graphical tool) downloads the BMC Remedy ITSM
Process Designer JAR files to the users computer that is running a browser.
The following diagram shows the different components that are involved in this deployment example.
Deployment model
Note
The following diagram contains an icon that represents a software component or module: .
This deployment example consists of the following
components:
In the BMC environment:
The BMC Remedy Mid Tier Data Visualization Module (DVM) plug-in, which is responsible for
launching the graphical tool is used as a communication layer between the client graphical application
and the BMC Remedy AR System server.
BMC Remedy AR System is used to store the process and workflow data and a filter API plug-in is
used as the process execution engine.
The processes and workflows are attached to the different BMC Remedy ITSM records.
In your environment, the graphical tool client Java application can be launched from BMC Remedy Mid Tier
by using Java Web Start technology. For information about installing Java, see the BMC Remedy IT Service
Management Process Designer Installation Guide at . PDFs
For information about configuring and using BMC Remedy ITSM Process Designer, see the documentation provided
at . PDFs
Related topic
Secure deployment
This section provides information about how to secure BMC Remedy ITSM and recommendations for a secure
deployment. Think carefully about your organization's security needs. These requirements might be internal, such as
policies, or external, such as government-mandated regulations.
If your organization already has requirements for securing BMC Remedy ITSM, the following topics will help you
determine what options are available and which options your organization should deploy:
Firewall considerations - prototype
Firewall considerations
Port information
The rest of this topic helps you to determine requirements.
Threat assessment
If you have not already done so, your organization must complete a threat assessment. You must know what threats
your are trying to secure against in order to secure BMC Remedy ITSM. If your organization has completed a threat
assessment for the whole company, that makes it easier to determine what types of security you need to put in
place. If not, the BMC Remedy ITSM administrators can perform a threat assessment for BMC Remedy ITSM alone.
Instructions for completing a thorough threat assessment are outside the scope of this documentation, but you
should consider the following points:
How valuable is the data that is being created to your organization? Can this be quantified?
Who might be trying to steal your data? Are they external hackers or internal employees?
What avenues might thieves take to steal your data? Would they try to capture a legitimate user's user name
and password or would they go after the whole database?
Where might a thief be physically located? Is the thief a malicious person on the internet, an employee in
accounts payable, or the vendor managing your data center?
Answering these questions helps you to determine what types of security your organization needs. This includes
physical needs, such as secured data centers and firewalls, and software needs, such as encryption between
components and encryption at the database.
Encryption
Consider the following main portions of BMC Remedy ITSM for encryption:
Traffic between the client web browser and the load balancer or mid tier servers. This traffic might flow
internally on your organizations LAN, across a private WAN infrastructure, or over the internet. This traffic
can be secured using SSL/TLS that most people are familiar with as HTTPS and uses 128-bit encryption.
BMC recommends that the SSL/TLS traffic be terminated on the load balancer to use cookie insertion for
load balancing. Terminating SSL/TLS on the mid tier servers means the traffic is still encrypted as it passes
through the load balancer, limiting the ability of the load balancer to do its job.
Traffic between the mid tier server and the AR System servers, and between the AR System servers
themselves. By default, no encryption is enabled. AR System server has a built-in option to encrypt traffic
between the various servers. The encryption that is included is DES and is 56 bit. This has the best
performance but is the easiest for hackers to break. If your organization requires a higher encryption
standard, BMC also offers a Performance and a Premium package. Both use Advanced Encryption Standard
(AES) encryption. The Performance package is the faster of the two options and uses 128-bit encryption. The
Premium package is the hardest to break and uses 256-bit encryption.
The first two portions keep your transactions safe as they travel from the client to the database. To protect your data
at rest, you must use the strategy that works best for the database version that your organization has chosen. Talk
to your database administrators about the best way to do this.
Open ports
Although most ports are user definable, the ports that BMC recommends using can be found under the ports page.
This also shows which links can be encrypted. For more information, see . Port information
Firewall considerations - prototype
Firewalls are an excellent way to provide choke points where only specific traffic types are allowed to pass. If only
the ports specifically needed to complete your organization's transactions are open, it will be much harder for a
malicious person to penetrate your organization's network defenses. There are many different kinds of firewalls on
the market, each with their own advantages and disadvantages. It is not within the scope of this documentation to
discuss them nor to make a recommendation. Talk to your organization's security administrators to determine the
best way to secure BMC Remedy ITSM applications with firewalls.
This topic provides high-level information about port numbers, protocol of port numbers, and communication details
(unidirectional or bidirectional) that you can consider for firewall configuration. For detailed information about these
topics, see the installation or configuration topics for the specific BMC products that you are installing. For more
information about specific ports, see . For general BMC recommendations about network security, Port information
see in our Common Technical Information. Networking
Note
BMC does not recommend placing a firewall between the BMC Remedy AR System servers and
the database. The extra processing time that a firewall takes to analyze each packet causes a
delay. This delay, with the additional unnecessary network hop, creates a transaction response
time that will be deemed unacceptable to most users.
BMC Service Support products that are based on the BMC Remedy AR System platform BMC Remedy ITSM,
BMC Service Request Management, BMC Service Level Management, and BMC Knowledge Management need
three ports to open during firewall configuration. BMC Remedy AR System does not use a port range to work. The
required ports are:
A port for the BMC Remedy AR System server to enable connectivity with the BMC Remedy clients
A port for the Plug-in server, which enables access to any plug-in that you want to load on the BMC Remedy
AR System environment, such as:
Web services plug-in (to enable web services in the BMC Remedy environment)
AREA LDAP (for external authentication if you want to authenticate BMC Remedy users from your
Microsoft Windows Active Directory)
An outbound port for BMC Remedy Alert, which the server will use when sending alerts
The portmapper of BMC Remedy AR System uses UDP port 111. If you do not specify a specific TCP port
(TCD-Specific-Port), the system uses UDP to connect to portmapper to find where the BMC Remedy AR System
server is running. The file (the AR Server configuration file) contains a setting, Register-With-Portmapper, to ar.conf
enable portmapper. You can use this setting to prevent the BMC Remedy AR System server from registering with
portmapper. You use this feature in conjunction with setting specific ports to enable you to run servers on computers
that do not have portmapper. Valid values are T and F. The default is T (register with portmapper).
The BMC Remedy AR System server port can use any port greater than 1024. Clients must be configured with the
server port number to enable server access without the use of portmapper. For information about configuring clients,
see . Configuring clients for AR System servers
The AR Plug-in server port cannot be the same as the AR System server port and can be any other port greater
than 1024. The Alert Outbound Port must also be greater than 1024. For detailed firewall configuration requirements
for BMC Remedy AR System, see . Configuring firewalls with AR System servers
The following illustration shows the port communication details of BMC Remedy platform products and the
integration mechanism with the Service Assurance and Service Automation products.
Port communication
Firewall considerations
Firewalls are an excellent way to provide choke points where only specific traffic types are allowed to pass. If only
the ports specifically needed to complete your organization's transactions are open, it will be much harder for a
malicious person to penetrate your organization's network defenses. There are many different kinds of firewalls on
the market, each with their own advantages and disadvantages. It is not within the scope of this documentation to
discuss them nor to make a recommendation. Talk to your organization's security administrators to determine the
best way to secure BMC Remedy ITSM applications with firewalls.
This topic provides high-level information about port numbers, protocol of port numbers, and communication details
(unidirectional or bidirectional) that you can consider for firewall configuration. For detailed information about these
topics, see the installation or configuration topics for the specific BMC products that you are installing. For more
information about specific ports, see . Port information
Note
BMC does not recommend placing a firewall between the BMC Remedy AR System servers and
the database. The extra processing time that a firewall takes to analyze each packet causes a
delay. This delay, with the additional unnecessary network hop, creates a transaction response
time that will be deemed unacceptable to most users.
BMC Service Support products that are based on the BMC Remedy AR System platform BMC Remedy ITSM,
BMC Service Request Management, BMC Service Level Management, and BMC Knowledge Management need
three ports to open during firewall configuration. BMC Remedy AR System does not use a port range to work. The
required ports are:
A port for the BMC Remedy AR System server to enable connectivity with the BMC Remedy clients
A port for the Plug-in server, which enables access to any plug-in that you want to load on the BMC Remedy
AR System environment, such as:
Web services plug-in (to enable web services in the BMC Remedy environment)
AREA LDAP (for external authentication if you want to authenticate BMC Remedy users from your
Microsoft Windows Active Directory)
An outbound port for BMC Remedy Alert, which the server will use when sending alerts
The portmapper of BMC Remedy AR System uses UDP port 111. If you do not specify a specific TCP port
(TCD-Specific-Port), the system uses UDP to connect to portmapper to find where the BMC Remedy AR System
server is running. The file (the AR Server configuration file) contains a setting, Register-With-Portmapper, to ar.conf
enable portmapper. You can use this setting to prevent the BMC Remedy AR System server from registering with
portmapper. You use this feature in conjunction with setting specific ports to enable you to run servers on computers
that do not have portmapper. Valid values are T and F. The default is T (register with portmapper).
The BMC Remedy AR System server port can use any port greater than 1024. Clients must be configured with the
server port number to enable server access without the use of portmapper. For information about configuring clients,
see . Configuring clients for AR System servers
The AR Plug-in server port cannot be the same as the AR System server port and can be any other port greater
than 1024. The Alert Outbound Port must also be greater than 1024. For detailed firewall configuration requirements
for BMC Remedy AR System, see . Configuring firewalls with AR System servers
The following illustration shows the port communication details of BMC Remedy platform products and the
integration mechanism with the Service Assurance and Service Automation products.
Port communication
Port information
The following table lists standard port numbers (0 1023) and BMC suggested port numbers. An asterisk next to a
port number indicates a custom-definable port. Ensure that the ports that you chose do not conflict with ports
currently used in the environment.
Note
The following abbreviations are used in the tables:
Enterprise AR Mid tier = Web tier
Enterprise AR = Application tier
Atrium WS = Atrium web services
BPPM = BMC ProactiveNet Performance Management
Product Product component or
module
Port number Protocol
AR System server AR Port 4100* TCP/UDP
AR Plug-in Port 4100* TCP/UDP
AR Plug-in Port 9999 TCP
CMDB Plug-in Port 9556 TCP/UDP
CMDB Plug-in Port 9966 TCP/UDP
Mid tier HTTP 8080 TCP
HTTPS 8443 TCP/UDP
Atrium Web Registry HTTP 8080 TCP
HTTPS 7776 TCP/UDP
BPPM HTTP (Default) 80 TCP/UDP
HTTPS (Default) 443 TCP
BAO Access Manager (User
Defined)
8080 TCP
CDP (User Defined) 8080 (BAO version
7.6.02.x)
TCP
Product integration port information
The following ports are the most commonly used ports for BMC Remedy ITSM applications and integrated product
traffic. These port numbers are either the default port number when installing the software or the port number that is
most commonly used for the specific type of traffic. Most of these port numbers can be changed according to
individual deployment requirements.
Application
or
component
Enterprise
AR
Atrium WS Mid tier BAO BPPM Clients
Mid tier server 4100
AR System
server
9090
Atrium WS 4100
BAO 4100
BPPM
Clients 443
Encryption information
The following table shows which communications strings you can encrypt between the various components. HTTPS
ports are web-based communications using SSL to encrypt, and TCP ports are all other ports whose port numbers
are configurable and use DES encryption out of the box. These can be configured within the AR Server
configuration settings on the tab. Set the option to Encryption New Encryption Settings - Security Policy Requir
, and set to . DES encryption can also be upgraded to use more ed Data Key Details - Algorithm Options DES
advanced encryption algorithms via the Performance (128 bit) and Premium (256 bit) upgrade packages.
Application
or
component
Enterprise
AR
Atrium WS Mid tier BAO BPPM Clients
Enterprise AR
Mid tier
DES
Enterprise AR HTTPS
Atrium WS DES
BAO DES
BPPM
Clients HTTPS
Network information
For this discussion of LAN network connectivity, BMC makes the following assumptions:
There are (as a minimum) 100Mbps network links between the clients and the edge switches.
There are (as a minimum) 100Mbps network links between all the core switches.
Data centers use 1Gbps network links between the core switches and the servers that they service.
Bandwidth requirements for WAN links within an organization are susceptible to many factors. Latency, contention,
load, the services being consumed, and end-user load per interaction per service are just a few of the variables that
influence performance and bandwidth requirements.
When BMC tested average throughput in Kilo Bytes per second divided by the number of concurrent users, during
the test the number ranged from an average of ~3.5Kbps to 4.2Kbps. This does not include any other traffic on the
network and does not include any traffic overhead that is always generated by a network. Ensure that you provide
enough bandwidth buffering when calculating for your network environment.
The first three rows in the following table provide the maximum number of users supported for a given bandwidth
(512Kbps, T1, and Dual T1) without impacting response times significantly.
Notes
For the fourth row (T3), although 1,000 users were tested, this was specifically to ensure
response time, and the last test left a significant amount of the network link unused.
The transaction response times are reported with varying bandwidth and latency.
The response times listed are captured from the Borland SilkPerformer product and do
not include browser rendering time.
Concurrent
users
Bandwidth 0ms latency 50ms latency 150ms latency 300ms latency
50 users 512Kbps < 2 sec < 3 sec < 4.5 sec < 8 sec
250 users T1 < 2 sec < 3 sec < 4 sec < 8 sec
750users Dual T1 < 2 sec < 4 sec < 5 sec < 8 sec
1000 users + T3 < 2.5 sec < 2 sec < 4.5 sec < 8 sec
The following sections provide information about the tests performed by BMC:
Test environment
Scenarios
Workload
Transaction response times
Test environment
The following table describes the test environment.
Note
The response times listed in this document are captured from the Borland SilkPerformer product
and do not include browser rendering time.
Hardware specifications
Tiers Specifications VM (Y/N) Comments
BMC Remedy AR System
mid tier (MT1, MT2)
2.3GHz, 2 Cores, 8GB
RAM
Yes Microsoft Windows Server
2008 Enterprise
server (AR1, AR2
configured in server group)
2.3GHz, 4 Cores, 8GB
RAM
Yes Microsoft Windows Server
2008 Enterprise
Database server 2GHz, 32 Cores, 64GB
RAM
No Microsoft SQL Server
Standard
This computer was Note:
shared by multiple BMC
Remedy OnDemand
instances and other
applications.
Client computer x86, 1861MHz, 4 Cores,
8GB RAM
No Microsoft Windows 2003
R2 Enterprise Edition
Scenarios
The SoftPerfect Connection Emulator (SCE) software was installed and configured on the SilkPerformer computer to
set the different latency and bandwidth for the following test cases. End-user response times were captured for key
actions of BMC Remedy OnDemand in the following test cases:
Simulating 50 concurrent users' workload. Bandwidth was set to 512Kbps with 0ms, 50ms, 150ms, and
300ms latency.
Simulating 250 concurrent users' workload. Bandwidth was set to T1 with 0ms, 50ms, 150ms, and 300ms
latency.
Simulating 500 concurrent users' workload. Bandwidth was set to DualT1 with 0ms, 50ms, 150ms, and
300ms latency.
Simulating with 1,000 concurrent users' workload. Bandwidth was set to T3 with 0ms, 50ms, 150ms, and
300ms latency.
Simulating with 2,000 concurrent users' workload. Bandwidth was set to T3 with 0ms latency.
BMC Remedy OnDemand defines a concurrent user as a user who executes a specified number of transactions per
hour. BMC Remedy ITSM concurrent users logged on once and completed a specified number of transactions for a
business case before logging off. These users were logged on for the duration of the simulation. In contrast, BMC
Service Request Management concurrent users logged on, completed one business transaction, and then logged
off. These users were not logged on to the system for the entire duration of the simulation. This simulates real-world
user behavior for both BMC Remedy ITSM and BMC Service Request Management.
Workload
For scenarios that required a workload simulation, a mixed workload was added to the system to simulate a
common workload scenario for BMC Remedy OnDemand customers. The mixed workload consisted of the following
scenarios:
Workload from BMC Remedy ITSM applications users
Workload from BMC Service Request Management users
Workload from Email Engine as a result from BMC Remedy ITSM applications and BMC Service Request
Management workloads
Workload from Service Level Management as a result from BMC Remedy ITSM applications and BMC
Service Request Management workloads
Web Reports (ad hoc) creation
BMC defined a nominal workload for a typical BMC Remedy OnDemand (BMC Remedy ITSM and BMC Service
Request Management) environment. The nominal workload was defined by the distributions of concurrent users and
transaction rates among the test scenarios. This workload was used as the baseline for benchmarking the
performance and scalability of the BMC Remedy solutions consistently over time.
The workload from BMC Service Level Management and Email Engine were based on the BMC Remedy ITSM and
BMC Service Request Management workloads. BMC Service Level Management targets and milestones were
triggered based on specific BMC Remedy ITSM applications terms and conditions. Emails were created based on
BMC Remedy ITSM, BMC Service Request Management, and BMC Service Level Management workloads.
Nominal BMC Remedy ITSM and BMC Service Request Management workload distribution
Total workload was split into 30 percent for BMC Remedy ITSM and 70 percent for BMC Service Request
Management. For details, see the following tables:
Nominal workload distribution of BMC Remedy ITSM applications
BMC Remedy ITSM scenarios Percentage of total concurrent
users
Transaction rate (per user per
hour)
Search Incident By ID 1.6% 10
Search Incident By Customer 1.6% 10
Create Incident No CI Redisplay
Current
4.6% 3
Create Incident With CI Redisplay
Current
4.6% 3
Modify Incident to Resolve 7% 6
Create Change with Service CI 1.6% 2
Search Change by ID 1.6% 3
Approve Change 1.6% 1
Create Ad Hoc Web Report and Run
It
5.6% 2
Run Incident Count By Product
Categorization Web Report
5.6% 2
Run Asset Print Web Report 5.6% 2
Nominal workload distribution of BMC Service Request Management
Scenarios Percentage of total concurrent
users
Transaction rate (per user per
hour)
Add Activity Log 2% 6
View Services in Category 6.7% 7
Browse Sub Category 4.7% 7
Create Service Request w/ 6
questions
mapped to 2 fields
7.7% 6
Create Service Request w/ 6
questions no
mapping
7.7% 6
View Service Request 2% 6
View Quick Picks 11.7% 7
Search by Keyword 11.7% 6
Run Service Requests by Location
Web Report
5.6% 2
The following table lists the projected number of executions after one hour for the nominal BMC Remedy ITSM and
BMC Service Request Management workload with 50, 250, 750, 1,000, and 2,000 concurrent users:
Projected BMC Remedy ITSM data after one hour of simulation of nominal workload for 50, 250, 500, 1,000,
and 2,000 concurrent users
Scenarios Projected
executions for
50 total
concurrent
users
Projected
executions for
250 total
concurrent
users
Projected
executions for
500 total
concurrent
users
Projected
executions for
1000 total
concurrent
users
Projected
executions for
2000 total
concurrent
users
Search Incident
By ID
10 40 80 150 310
Search Incident
By Customer
10 40 80 160 310
Create Incident
No CI Redisplay
Current
6 33 66 138 273
Create Incident
With CI
Redisplay
Current
6 33 69 135 273
Modify Incident
to Resolve
18 102 210 420 840
Create Change
with Service CI
2 8 14 30 62
Search Change
by ID
3 12 24 48 93
Approve Change 1 4 7 15 31
Create Ad Hoc
Web Report and
Run It
6 26 54 112 222
Run Incident
Count By
Product
Categorization
Web Report
6 28 54 110 222
Run Asset Print
Web Report
6 28 56 112 222
Scenarios for BMC Service Request Management
Scenarios Projected
executions
for 50 total
concurrent
users
Projected
executions
for 250 total
concurrent
users
Projected
executions
for 500 total
concurrent
users
Projected
executions
for 1000 total
concurrent
users
Projected
executions
for 2000 total
concurrent
users
Add Activity Log 6 30 60 120 240
View Services in
Category
21 119 231 462 931
Browse Sub
Category
14 84 168 329 651
Create Service
Request w/ 6
questions
24 114 228 456 918
Create Service
Request w/ 6
questions no
mapping
24 114 234 462 918
View Service
Request
6 30 60 120 240
View Quick Picks 35 203 406 812 1631
Search by
Keyword
36 180 360 702 1398
Run Service
Requests by
Location Web
Report
6 28 56 112 224
BMC Service Level Management and Email Engine workload distribution
Email notifications are sent when an incident is created or modified, when a service request is created, and when a
service level milestone is not met. BMC Service Level Management targets are also triggered on the same
conditions. The following table lists the number of emails generated and BMC Service Level Management targets
matched for each incident creation, incident modification, and service request creation. This workload is done
automatically in the AR System server.
Email Engine and BMC Service Level Management executions
Scenario Email count per entry BMC Service Level Management
target count per entry
Create Incident 1 2 2
Modify Incident 2 3 1
Create Service Request 1 1
Actual entries created during 50, 250, 500, 1,000, and 2,000 concurrent users' workload
Type of entry 50 users
workload with
Bandwidth:512
Kbps
Latency:0ms
250 users
workload with
Bandwidth:T1
Latency:0ms
750 users
workload with
Bandwidth:Dual
T1
Latency:0ms
1,000 users
workload with
Bandwidth:T3
Latency:0ms
2,000 users
workload with
Bandwidth:T3
Latency:0ms
Incidents by
support
12 71 186 235 481
Incidents by SR 47 232 641 849 1,700
SR 47 232 641 849 1,700
Email from BMC
SLM
244 774 2,250 2,834 4,200
Email from
Create Incidents
Notification
54 182 506 635 1,366
Email from
Modify Incidents
Notification
97 343 967 1,249 2,595
Changes
Created
2 9 24 25 52
Web Reports (Ad
hoc) Created
4 26 83 110 208
Transaction response times
To obtain the complete report, including the overall transaction response times for different scenarios, click to here
view a PDF file.
Performance benchmarks - prototype
At this time, performance benchmark testing has not been conducted against BMC Remedy IT Service Management
(BMC Remedy ITSM) 8.1.00.
To see the results of the most recent performance benchmark testing, which was conducted against BMC Remedy
ITSM 8.0.00, see . Performance benchmarks for BMC Rememdy ITSM 8.0.00
1.
2.
3.
To obtain performance benchmarks for your BMC Remedy ITSM environment, do these things:
The first thing
The next thing
The final thing
Performance benchmarks
At this time, performance benchmark testing has not been conducted against BMC Remedy IT Service Management
(BMC Remedy ITSM) 8.1.00.
To see the results of the most recent performance benchmark testing, which was conducted against BMC Remedy
ITSM 8.0.00, see . Performance benchmarks for BMC Rememdy ITSM 8.0.00
Planning to upgrade
This section describes the methods of upgrading to the latest version of AR System and the ITSM Suite. Choose
one of the following upgrade options:
Overlays already present: Upgrade with overlays already created. This is a three-stage upgrade for
customers who have previously installed AR System 7.6.04 or 7.6.04 SP1/SP2 and have already
implemented overlays.
Without overlays present: Upgrade with one-time conversion to overlays. This is a seven-stage upgrade for
customers who do not already have overlays implemented and want to keep all customizations.
Upgrade stages
Overlays already present Without overlays Upgrade stage
Stage 1 Stage 1 Set up a staging server
Stage 2 Stage 2 Upgrade AR System server
Stage 3 Create overlays for existing
(optional but customizations
recommended)
Stage 4 (optional) Acquire origin objects
Stage 5 Restore origin objects on staging
(optional) server
Stage 6 (optional) Minimize overlays
Stage 3 Stage 7 Upgrade applications and adjust
customizations
Stage 4 Stage 8 Test and promote staging server to
production
These stages are based on the assumption that your upgrade environment is already set up, and that you have
created and verified a staging server.
In an upgrade overlays present, stages 3 through 6 are performed when upgrading from a previous without once
release that was customized without overlays.
Set up a staging server
If you are using the staged upgrade method (whether you already have overlays or not), you need to set up a
staging server.
Upgrading AR System server
In this stage, upgrade the AR System server. This stage must be performed before you can upgrade to newer
versions of any BMC applications or other platform components.
After completing this stage, you can upgrade and run your applications, or install new applications. If you
customized your application without using overlays and you upgrade after this stage, your customizations will be
lost.
Creating overlays for existing customizations (optional but recommended)
In this stage, create overlays to preserve your existing customizations. The application installers for releases later
than 7.6.04 SP2 are designed with the assumption that all customizations are captured in overlays. The installers for
these releases replace origin objects without attempting to preserve any changes that might have been made to
those objects.
If you upgrade to versions of applications without completing this stage, you must reapply all of your customizations
after upgrading, including additional custom fields and their data.
After completing this stage, all customizations are captured in overlays and custom objects. This includes AR
System customizations as well as all other applications and components.
Acquiring origin objects (optional)
In this stage, which is optional, acquire unmodified origin objects onto a reference server. The origin objects are
used to compare with your overlay objects.
After completing this stage, you can compare the overlays on your staging server to unmodified origin objects on the
reference server. This allows you to see exactly what has changed in any object.
Restoring origin objects on staging server (optional)
In this stage, which is optional, move the new version's origin objects from your reference server to your staging
server.
If you perform the procedures in this stage, when your upgrade is complete, you can run either the unmodified
version of the application using only origin objects, or you can run your customized version that uses overlays in
place of overlaid origin objects.
After completing this stage, you have acquired copies of all of your origin objects in their original state. This does not
affect any overlays that you created.
Minimizing overlays (optional)
In this stage, which is optional, minimize the number of overlays on your system. This reduces the analysis required
on subsequent application upgrades or patch installations.
When an overlaid object is modified during an upgrade, you should see if new functionality has been introduced that
should be added to the overlay.
After completing this stage, you have removed any unnecessary overlays on your system.
Upgrading applications and adjust customizations
In this stage, upgrade all of your applications and AR System components. Any existing customizations to those
items are preserved by making use of the overlays and custom objects that were created in previous stages.
After completing this stage, you have upgraded your remaining AR System components and your applications. Any
overlays whose origin objects were modified during the upgrade process have been identified.
Testing and promoting staging server to production
In this stage, test and promote the staging server to production --- Copy all modified data on your current production
system to the staging server using the Delta Data Migration tool. Promote the staging server to be the new
production server.
Related topics
System requirements
This section includes information about the hardware and software requirements for installing BMC Remedy ITSM
applications.
Installation disk space requirements
Note
If you are using the Release Management module from BMC Change Management, do not install
the mid tier on the computer where BMC Remedy AR System server is installed. This will enable
you to avoid the HTTP server errors caused by the unsuccessful download of files used by the
Release Calendar.
The hardware requirements for any given environment depend on the size and amount of activity you expect. This
section describes minimum requirements.
Recommendation
Perform an analysis of your organization's needs to determine the hardware requirements for
your installation.
The minimum requirements given are intended for use in non-production, proof of concept, or small development
environments. Using the minimum requirements, you can install BMC Remedy AR System, launch your browser,
and view the BMC Remedy AR System sample application without further customization on a Windows-based
server.
Note
The following requirements are for Windows-based servers. UNIX-based servers have
comparable hardware requirements. They do not include database minimum requirements,
which vary by vendor. See the database vendor's documentation for recommended database
system requirements.
Hardware and software requirements are listed in the Product Availability and Compatibility Matrix available at http://
www.bmc.com/support/product-availability-compatibility.
Installation disk space requirements
The installation requires a minimum of 1.5 GB of free temporary disk space.
To verify your available space:
On Microsoft Windows, check the hard disk space using Windows Explorer.
On UNIX, use the df- k command . check /tmp
If the temporary space on UNIX is less than 1.5 GB, you can optionally set the IATEMPDIR environment
variable to point to a directory that has sufficient disk space. In this case, the installer will use the alternate
directory as the temporary directory.
To set IATEMPDIR:
In the Korn shell or the Bourne shell, use the command: export
#IATEMPDIR=/folder/which/has/sufficient/space
#export IATEMPDIR
In the C shell, use the command: setenv
#setenv IATEMPDIR /folder/which/has sufficent/space
As businesses continue to grow using BMC Remedy
applications for example, the full BMC Remedy IT Service
Management stack including BMC Remedy AR System and
BMC Atrium Core it is critical to provide hardwar realistic
e requirements to run these applications successfully in an
enterprise settings.
(concurrent users)
BMC Analytics for
BSM
(concurrent users)
BMC Dashboards
for BSM
(concurrent users)
Number of
managed devices
Proof of concept
(POC)
50 5 2 1,000 or fewer
Medium 2000 100 10 10,000 or fewer
Large 5000 250 50 30,000 or fewer
Recommended deployment of applications and hardware
BMC published guidelines for hardware sizing based on a series of enterprise-scale tests to demonstrate the
scalability and performance of the following applications:
BMC Remedy IT Service Management Suite (BMC Remedy ITSM Suite)
BMC Knowledge Management
BMC Atrium Configuration Management Database (BMC Atrium CMDB) applications
Note
These tests were conducted by BMC and Dell at the Dell Solution Center in Austin, Texas in
December, 2011. For the benchmarking results, see the Performance and Scalability of 7.6.04
SP1 BMC Remedy IT Service Management Suite, BMC Service Request Management, BMC
. white paper Knowledge Management, and BMC Atrium on Windows
Review the following hardware requirements for sizing carefully.
BMC Remedy AR
System mid tier
servers
None: Services
combined with AR
System server
2servers:
2CPUCore
8GBRAM
60GBdisk
2servers:
4CPUCore
8GBRAM
60GBdisk
5servers:
4CPUCore
8GBRAM
60 GBdisk
BMC Remedy AR
System Web
Services
None: Services
combined with AR
System server
1server:
2CPUCore
8GBRAM
60GBdisk
1server:
4CPUCore
8GBRAM
60GBdisk
2servers:
4CPUCore
8GBRAM
60GBdisk
SAP
BusinessObjects
Web Intelligence
Reports Server (for
BMC Analytics for
BSM)
None: Services
combined with SAP
CMS server
1 server:
2 CPU Core
4 GB RAM
60 GB disk
1 server:
4 CPU Core
8 GB RAM
60 GB disk
1 server:
4 CPU Core
12 GB RAM
60 GB disk
BMC Remedy AR
BMC Atrium CMDB
BMC Remedy ITSM
BMC Service Level
Management
BMC Service
Request
Management
BMC Knowledge
Management
User-loaded servers
1 server:
4CPUCore
12GBRAM
250GBdisk
2 servers:
2CPUCore
8 GB RAM
60 GB disk
2 servers:
4 CPU Core
8 GB RAM
60 GB disk
5servers:
4 CPU Core
8GB RAM
60 GB disk
BMC Remedy AR
System server (back
end)
BMC Atrium CMDB
BMC Remedy ITSM
BMC Service Level
Management
BMC Service
Request
Management
BMC Knowledge
Management
Non-user-loaded
AR System
processes,
integrations,
reconciliation,
notification
1server:
4 CPU Core
12 GB RAM
250GBdisk
2servers:
4 CPU Core
8 GB RAM
60 GB disk
2servers:
4 CPU Core
12 GB RAM
60 GB disk
2servers:
4 CPU Core
16 GB RAM
60 GB disk
BMC Atrium Single
Sign On
None: Services
combined with AR
System server
1 server:
2 CPU Core
4 GB RAM
100GBdisk
1 server:
4 CPU Core
4 GB RAM
100GBdisk
1 server:
4 CPU Core
8 GB RAM
100GBdisk
BMC Dashboards for
BSM Server (with
DIL)
None: Services
combined with AR
System server
1 server:
2 CPU Core
4 GB RAM
100 GB disk
1 server:
4 CPU Core
8 GB RAM
100 GB disk
1 server:
4 CPU Core
12 GB RAM
200 GB disk
SAP
BusinessObjects
CMS Server (for
BMC Analytics for
BSM)
1 server:
2 CPU Core
4 GB RAM
60 GB disk
1 server:
2 CPU Core
4 GB RAM
60 GB disk
1 server:
4 CPU Core
8 GB RAM
60 GB disk
1 server:
4 CPU Core
12 GB RAM
60 GB disk
BMC Atrium
Orchestrator
Configuration
Distribution Peer
(CDP) and HA-CDP
1 server with (No
HA):
4 CPU Core
8 GB RAM
100 GB disk
2 servers:
2 CPU Core
4 GB RAM
60 GB disk
2 servers:
4 CPU Core
8 GB RAM
60 GB disk
2 servers:
4 CPU Core
8 GB RAM
60 GB disk
License entitlements for BMC Remedy IT Service Management
This section explains the entitlements that apply to licenses you purchase from BMC Software. For information
about restrictions to those licenses, please see your Product Order Form.
You can download the components mentioned herein from the . Use the user Electronic Product Distribution website
name and password that your BMC sales representative gave you. (This user name and password is different from
the one you use to access the site.) Customer Support
If you do not have a current license for the components you want, contact a BMC sales representative by calling
8007934262. If you cannot download the components, contact a sales representative and ask for a physical kit to
be shipped to you.
BMC Atrium entitlements for BMC Remedy IT Service Management Suite
BMC Remedy IT Service Management Suite - Base License
BMC Atrium entitlements for BMC Remedy IT Service Management Suite
BMC Analytics for BSM license for BusinessObjects
BMC Atrium CMDB licenses
BMC Atrium Shared Components licenses
BMC Analytics for BSM license for BusinessObjects
BMC Analytics for BSMuses SAP BusinessObjects, a
third-party business intelligence platform to administer and
publish reports.
SAP BusinessObects Enterprise XI is shipped with BMC Analytics for BSM, and is available for download on the
BMC Electronic Product Distribution (EPD) site. If you don't already have it installed in your environment, use the
downloaded file to install it. If you already have it installed in your environment, you must have adequate licensing
for both your SAP BusinessObjects Enterprise XI environment and the BMC Analytics for BSM content.
License Types: User vs. Premium User
There are two types of user licenses available for BMC Analytics for BSM: User and Premium User. Depending on
the license type, users will have access to the capabilities of either the Professional or Premium edition of SAP
BusinessObjects Enterprise. Non-premium users have full access to view and author Web Intelligence content, but
may not use other content types such as viewing Crystal Reports. Premium users may use all the capabilities of the
BusinessObjects Enterprise Premium suite, including viewing of any BusinessObjects document types including
viewing Crystal Reports from the BMC Remedy Mid Tier.
Accessing non-BMC data
The BMC Analytics for BSMlicense provides the ability for the licensee to use the SAP Business Objects
technologyembeddedin BMC Analytics for BSM for the purpose of accessing data from BMC products. It does not
provide the ability to use the product as a standalone enterprise Business Intelligence system outside the context of
BMC products. All dataaccessedby BMC Decision Insights must either come from BMC products directly or if
there is data from non-BMC products, this data must be presented in context of BMC data.
For example:
it would be acceptable to use BMC Analytics for BSM to create a report that shows incident ticket information
(from BMC product) as well as the cost center of the person logging the ticket (from a non-BMC data source).
It would NOT be acceptable to create a report of employees and their cost centers (from non-BMC data
source and not in context of BMC data)
BMC Atrium CMDB licenses
The BMC Atrium CMDB Suite, BMC Atrium CMDB
Enterprise Manager, and BMC Atrium CMDB Enterprise
Manager - Enterprise Use licenses for BMC Atrium Core
entitle you to use the following functions:
BMC Atrium CMDB, including the following components:
Normalization Engine
Reconciliation Engine
Atrium Explorer
Atrium Impact Simulator
Common Data Model
Class Manager
Product Catalog and Definitive Media Library
Service Catalog
BMC Atrium Integration Engine
Atrium Integrator
BMC Atrium Web Services
BMC Atrium Web Services Registry
BMC Atrium Shared Components licenses
Because the BMC Atrium Shared Components (BMC Atrium
SC) package includes zero dollar licenses, you may only
use these licenses within the context of the solution
provided. You cannot use the shared components as
stand-alone products. The context of this limitation is as
follows:
BMC Remedy Action Request System (AR System) is supplied as a foundational component for other BMC
Atrium SC products. Use of AR System is limited to running the other components within the BMC Atrium
SC.
Three fixed users are provided with AR System. Additional users may not be added until AR System and
additional user licenses are purchased.
Data from the BMC Atrium Integration Engine (Integration Engine) may only be used to populate BMC Atrium
CMDB with other BMC products or external data sources. It may not be used to populate data into the AR
System forms directly.
BMC Atrium CMDB may only be integrated with external data sources or thirdparty discovery products if at
least one BMC product is also integrated with BMC Atrium CMDB. It may not be used in a stand-alone
configuration without integration with a BMC solution.
SAP BusinessObjects Enterprise is required with BMC Analytics for BSM. Since this version of SAP
BusinessObjects Enterprise is distributed under an OEM agreement, you must use SAP BusinessObjects
Enterprise with BMC data sources. BMC Atrium SC includes a temporary key (30 day) in the distributions
(both kit and EPD) to use with SAP BusinessObjects Enterprise. No license to SAP BusinessObjects
Enterprise is conveyed directly as part of BMC Atrium SC delivery. The license conveys only when you
purchase BMC Analytics for BSM, or another BMC product which requires SAP BusinessObjects Enterprise
(for example, BMC ProactiveNet Performance Manager).
Actions that would void the zero dollar licenses and require a full purchase of the components include, but are not
limited to:
Using the AR System server to develop a new application.
Using the AR System server as a foundational component for a product that contractually requires the
purchase of AR System.
Using the BMC Atrium Integration Engine to directly integrate with AR System and not BMC Atrium CMDB.
Using only third-party products to populate BMC Atrium CMDB, without integrating it with any BMC
applications.
Using more license capacity for BMC Atrium Orchestrator product components other than as listed above.
Using non-BMC (AKA third-party) BMC Atrium Orchestrator Application Adapters.
Using SAP BusinessObjects Enterprise exclusively with non-BMC data sources.
BMC Remedy IT Service Management Suite - Base License
Includes unlimited use of the following BMC Atrium Orchestrator core product components. Test and
development licenses are provided at no additional cost:
Repository
Access Manger
Grid Manager
Metrics and Reporting
Operations Actions Management Modules
Operations Actions Utility Modules.
Includes license rights to use the following BMC Atrium Orchestrator product components for configuration of
an initial Orchestration environment as detailed here:
One (1) Configuration Distribution Peer (CDP, a master peer/server that executes all workflows)
Three (3) Development Studio Licenses (the workflow authoring tool used to create and modify
workflows)
Five (5) Operator Control Panel (OCP) Licenses (the web-based user interface designed to monitor
and manage workflows and/or for semi-automation mode)
Application Adapters (the systems/interfaces/gateways/connectors used to talk to external
applications) for BMC products.
BSM environment recommendations
This topic provides information about the environments in which you should install the BMC Remedy IT Service
Management suite, version 8.1, as certified by the . These BSM Reference Stack and BSM Interoperability programs
programs provide information about validated use cases involving multiple BMC products and the third-party
products that support them. BMC recommends that you install software versions that have been validated to work
together by these programs, but the stacks validated by the programs do not represent the only possible
combinations of products. For complete compatibility information about BMC Remedy IT Service Management
Suite, version 8.1, see (requires Customer Support logon credentials). Product Availability and Compatibility
BSM Interoperability
The BSM Interoperability program helps you install compatible versions of BMC products together by testing an appl
of specific releases and verifying that they work together to demonstrate key use cases. The BMC ication stack
Remedy IT Service Management suite, version 8.1, was certified with BSM Interoperability 8.5.1 SP 2 and some
earlier releases of the application stack.
This section lists the products and applications tested in BSM Interoperability 8.5.1 SP 2. For more information such
as a certified installation order, see the . documentation for that release
Application stack
The following products and applications have been validated in BSM Interoperability 8.5.1 SP 2:
Atrium products
Cloud products
Service Operations - Application Program Management products
Service Operations - Data Center Automation products
Service Operations - Proactive Operations products
Service Support products
Compliance pending
The patch levels listed were the latest versions available at the time of testing. Patches are cumulative and
backwards compatible except where noted in the release notes, so you can use later patch levels except in those
cases. Required patches are available on the BMC Customer Support website at . http://www.bmc.com/support
To obtain necessary hotfix files and for more information about hotfixes, contact BMC Customer Support.
Version numbers marked with an asterisk (*) indicate product versions that are different than what is
included in the listed suite.
Atrium
Solution or suite Product name Version Service Pack or
patch
Function
BMC Dashboards
and Analytics Suite
7.6.04
BMC Analytics for
Business Service
Management
7.6.04 The BMC Analytics
for Business Service
Management (BMC
Analytics for BSM)
application provides
out-of-the-box
interactive reporting
and analysis that
enables technical
and non-technical
users to quickly
examine data for
trends and details
associated with how
IT is supporting
business services
and goals.
platform BMC Atrium Core:
BMC Atrium
CMDB
BMC Atrium
Integrator
Product Catalog
Service Catalog
Atrium Web
Services
7.6.04 SP 2
+ hotfix
(Normalization
Engine)
Provides a
configuration
management
database (BMC
Atrium CMDB)
coupled with
common user,
programmatic, and
reporting interfaces
to accelerate
attainment of BSM.
BMC Atrium
CMDB stores
information about
the configuration
items (CIs) in
your IT
environment and
the relationships
between them.
Data consumers
such as the BMC
Remedy Asset
Management
product read data
from the
production
dataset.
The BMC Atrium
Integration
Engine (AIE)
product enables
you to transfer
data between an
external
datastore and
BMC Atrium
CMDB or the
BMC Remedy
Action Request
System product.
The Product
Catalog provides
a normalized
reference of
software,
hardware, and
other types of
products and
their
characteristics
that enhance the
accuracy of BMC
Discovery
products by
uniquely
identifying a
product
regardless of
installed name or
location.
BMC Atrium
Discovery and
Dependency
Mapping
8.3 Provides an
automated method
for discovering,
cataloging, and
maintaining a
company's
configuration data.
BMC Dashboards
and Analytics Suite
BMC Dashboards
for Business Service
Management
7.6.03 The BMC
Dashboards for
Business Service
Management (BMC
Dashboards for
BSM) application
provides highly
interactive, timely
access to key
service support
metrics to help IT
management
optimize decisions
and accelerate the
alignment of IT with
business goals.
BMC Remedy IT
Service
Management
BMC Service Level
Management
7.6.04 SP 1 + hotfix The BMC Service
Level Management
application enables
a service provider,
such as an IT
organization, a
customer support
group, or an
external service
provider, to formally
document the needs
of its customers or
lines of business by
using service level
agreements, and to
provide the correct
level of service to
meet those needs.
BMC IT Business
Management
7.6.04 SP 1 BMC IT Business
Management
provides IT leaders
visibility into costs,
activities, assets,
resources, and
suppliers to
effectively manage
the IT business and
ensure business
alignment.
Cloud
Patch
Function
BMC Cloud
Lifecycle
Management 2.1.00
BMC Cloud
Lifecycle
Management
2.1.00 SP1 + hotfix Provides a complete
solution for
establishing a cloud
environment,
including a Service
Catalog that defines
service offerings, a
self-service console
for procuring
resources, and
cloud management
capabilities.
BMC Cloud Lifecycle Management compatibility with BMC Atrium SSO is pending. BMC Cloud Lifecycle Management is targeting a
future release for full compatibility with BMC Atrium SSO. See SW00416103.
Service Operations - Application Program Management
Patch
Function
BMC ProactiveNet
Performance
Management 8.6.20
BMC Transaction
Management
Application
Response Time,
either Infrastructure
Edition or Service
Level Edition
3.9.00 Enables you to
manage the
performance and
reliability of your
worldwide
applications to
measure site health
based on end-user
experience metrics,
such as availability,
accuracy, and
performance.
Service Operations - Data Center Automation
Patch
Function
BMC BladeLogic
Automation Suite
8.1.03
BMC BladeLogic
Automation Suite
8.1.03 Automate the
management,
control, and
enforcement of
configuration
changes across
servers, networks,
databases, and
applications in the
traditional data
center and in the
cloud.
BMC BladeLogic
Automation Suite
8.1.03
BMC Application
Release Automation
- Enterprise Edition
BMC Application
Release Automation
- Standard Edition
8.1.03
8.1.02
BMC BladeLogic
Application Release
Automation
automates the long
list of discrete tasks
needed to deploy
Web applications
and dramatically
simplifies the
process, making it
easier and less
expensive for
organizations to
leverage Web
application server
technology.
BMC BladeLogic
Automation Suite
8.1.03
BMC Atrium
Orchestrator
Platform
7.6.01.04 * Delivers
workflow-based
process templates,
with which
customers can
rapidly adapt and
deploy functional
design to ensure
consistent and
appropriate,
policy-based
response across the
enterprise.
BMC BladeLogic
Automation Suite
8.1.03
BMC Atrium
Orchestrator
Content Installer
7.6.05.01,
Cloud AR 2.1.00
Content installer for
BMC Atrium
Orchestrator.
BMC BladeLogic
Automation Suite
8.1.03
BMC BladeLogic
Client Automation
8.2.00 ** Enables
administrators to
manage software
changes, manage
content changes,
configure endpoints,
and collect inventory
information.
NA BMC BladeLogic
Client Automation
Discovery
Integration for
CMDB
8.2.00 Integrates
discovered
configuration data
with the BMC
Remedy IT Service
Management suite
of products. This
integration enables
you to use BMC
Remedy Asset
Management, BMC
Remedy Change
Management, BMC
Remedy Incident
Management, and
BMC Remedy
Problem
Management to
access accurate,
real-time information
about IT
infrastructure
components across
your enterprise.
BMC BladeLogic
Automation Suite
8.1.03
BMC BladeLogic
Decision Support for
Network Automation
8.1.03*** A web-based
reporting and
analytics tool, used
together with the
BMC BladeLogic
Network Automation
solution to provide
extensive reporting
capabilities based
on the network
devices you
manage.
BMC BladeLogic
Automation Suite
8.1.03
BMC BladeLogic
Decision Support for
Server Automation
8.1 SP 3 A web-based
reporting application
that provides
extensive report
capabilities related
to your data center
servers that are
managed by BMC
BladeLogic. BMC
Service Automation
Reporting and
Analytics uses rich
data warehouse
schema and
dimensional
modeling principles
to access and report
on historical data
captured by BMC
BladeLogic.
BMC BladeLogic
Automation Suite
8.1.03
BMC BladeLogic
Integration with
Atrium
8.1 SP 3 Enables integration
between BMC
BladeLogic and
Atrium components.
BMC BladeLogic
Automation Suite
8.1.03
BMC BladeLogic
Network Automation
8.1.03 Manages change,
configuration and
compliance of
network assets.
BMC BladeLogic
Automation Suite
8.1.03
BMC BladeLogic
Server Automation
8.1.03 Acts as a platform
for the
management,
control and
enforcement of
configuration
changes in the data
center.
** 8.2.00.001 is required if using BMC BladeLogic Client Automation for discovery for software license management use cases.
*** Requires BOXI 4.0 on a separate server.
Service Operations - Proactive Operations

Patch
Function
BMC ProactiveNet
Performance
Management 8.6.20
BMC Capacity
Management -
Capacity
Optimization
4.5 SP1 Automatically
analyze, forecast,
and optimize
performance and
capacity across all
resources (IT and
business) and
environments
physical, virtual, and
cloud.
BMC ProactiveNet
Performance
Management 8.6.20
BMC Portal,
including the
following modules:
BMC
Performance
Manager Portal
2.9 (with
PATROL 3.9.00)
2.9.10* Provides a common
web-based interface
for managing and
monitoring your IT
infrastructure while
monitoring business
services.
BMC ProactiveNet
Performance
Management 8.6.20
BMC ProactiveNet
Core
BMC ProactiveNet
Performance
Management
Reporting
8.6.02
8.6.02 (no SP)
SP 1 (Core) A real-time analytics
solution that detects
performance
abnormalities in the
IT environment,
delivers early
warning of
degrading
performance, and
reduces time from
issue detection to
resolution. This
early warning is
delivered by
Intelligent Events
that result from
analyzing and
correlating data
across the
monitored IT
infrastructure,
speeding the ability
to detect abnormal
trends before end
users and mission
critical applications
are impacted. It also
provides the users
with views, detailed
graph displays,
reports and other
tools for diagnosing
performance issues.
BMC ProactiveNet
Performance
Management 8.6.20
BMC Transaction
Management
Application
Response Time,
either Infrastructure
Edition or Service
Level Edition
3.9.00 Enables you to
manage the
performance and
reliability of your
worldwide
applications to
measure site health
based on end-user
experience metrics,
such as availability,
accuracy, and
performance.
BMC ProactiveNet
Performance
Management 8.6.20
Integration for BMC
Remedy Service
Desk
8.6.02 Provides the
integration from
certain Service
Assurance products
to BMC Remedy IT
Service
Management.
BMC Service Impact
Management
(backwards
compatibility testing)
7.4
Service Support
Patch
Function
NA BMC Remedy
Action Request
System
7.6.04 SP 2 Enables the building
of powerful business
workflow
applications which
can automatically
track anything that is
important to the
processes in your
enterprise.
Companies use AR
System to track
such diverse items
as stock trades,
benefits data,
inventory assets,
spare parts, and
order fulfillment. A
common use of AR
System is to
automate the
internal help desk.
BMC Remedy IT
Service
Management Suite
7.6.04
BMC Remedy IT
Service
Management:
BMC Remedy
Asset
Management
BMC Remedy
Change
Management
BMC Remedy
Service Desk,
including:
BMC
Remedy
Incident
Managem
ent
BMC
Remedy
Problem
Managem
ent
7.6.04 SP 2 The BMC Remedy
Asset Management
application lets IT
professionals track
and manage
enterprise CIs - and
their changing
relationships -
throughout the
entire CI lifecycle.
BMC Remedy
Change
Management
provides IT
organizations with
the ability to
manage changes by
enabling them to
assess impact, risk,
and resource
requirements, and
then create plans
and automate
approval functions
for implementing
changes.
BMC Remedy
Service Desk allows
IT professionals to
manage incidents,
problem
investigations,
known errors, and
solution database
entries.
BMC Remedy IT
Service
Management Suite
7.6.04
BMC Remedy
Knowledge
Management
7.6.04 SP 2 Allows users to
author and search
for solutions in a
knowledge base. It
includes a
comprehensive
editor with extensive
editing tools and a
robust search
engine that allows
users to search for
solutions using
natural language or
Boolean searches.
BMC Remedy IT
Service
Management Suite
7.6.04
BMC Service
Request
Management
7.6.04 SP 2 Allows IT to define
offered services,
publish those
services in a service
catalog, and
automate the
fulfillment of those
services for their
users.
Mainframe integrations
See the following documentation for information on mainframe integrations:
BMC Atrium Discovery and Dependency Mapping - Discovering Mainframe Computers
Information about using the z/OS agent and BMC Atrium Discovery and Dependency Mapping to discover
mainframe computers.
Compliance pending
The following table contains products that did not meet reference stack validation in this release.
Product Windows Linux SQL
Server
Oracle Tomcat Java Apache
BMC
AppSight
7.8.00
Y N N Y Y Y NA
BMC
BladeLogic
Database
Automation
8.1.02
N - agent
only
Y Y - agent
postgresql -
manager
Y - agent
postgresql -
manager
NA NA NA
Entuity
Network
Monitoring
for BPPM
8.5.01
Y Y N - MySQL N - MySQL Y Y Y
BMC
TrueSight
End User
Monitor
5.1.01
N - vApp N - vApp NA NA NA NA NA
BMC ITBM
7.6.04 SP1
Y Y Y Y NA*
*BMC ITBM
requires an
Application
Server, so
JBoss is used
for BSM
Reference
Stack 2.1
Y NA
BSM Reference Stack
The BSM Reference Stack program helps you install BMC products with compatible versions of third-party
infrastructure products together by testing an of specific releases and verifying that they work infrastructure stack
together to demonstrate key use cases. The BMC Remedy IT Service Management suite, version 8.1, was certified
with BSM Reference Stack 2.1.00 and some earlier releases of the infrastructure stack.
This section lists the third-party products tested in BSM Reference Stack 2.1.00. For more information, see the docu
. mentation for that release
Infrastructure stack
The following tables contain information about the components and products in BSM Reference Stack.
Infrastructure stack
The infrastructure stack represents the foundational components for the BSM Reference Stack applications. You
can choose to standardize on either the Windows or the Linux stack requirements.
These guidelines do not represent the only possible infrastructure for BSM applications. Specific infrastructure
requirements can be found in product documentation.
Infrastructure Stack components
Component Windows Linux
OS Windows 2008 R2 (64-bit) Red Hat Enterprise Linux 5.5
(64-bit)
Database MS-SQL 2008 Enterprise Edition
SP 1 (64-bit)
Oracle Enterprise Edition 11g R1
(64-bit)
Application server Tomcat 6.0.26 (64-bit) Tomcat 6.0.26 (64-bit)
Web server Apache 2.2 (32-bit) Apache 2.2 (64-bit)
Reporting engine BusinessObjects XI 3.1 SP3 4.0 or BusinessObjects XI 3.1 SP 3 4.0 or

Java (JDK/JRE) JDK/JRE 1.6.0_20 * JDK/JRE 1.6.0_20*
The pre-checker configuration is saved in the prechecker_
file. If you change the configuration, the config.xml
configuration file is saved as a new file, and subsequent
changes are made to that file. (The original configuration
file that is shipped with BMC Remedy AR System is
backed up as a separate file.)
Click to open a window that displays all the available checks based on the inputs that you provided in the Next
previous window.
Note
When you click , the , , and fields are validated. If an Next AR Server Temp Dir AR Install Dir
error occurs, you must resolve it before going to the next screen.
The summary of some of the inputs is displayed in a read-only mode at the top of this window. The ta Summary
b displays the pre-check name, product for which the check will be executed, and the status of the checks.
Select the required pre-checks and click to execute the selected checks. Run
After the checks are executed, if all the checks pass, no messages are displayed in the tab. If Errors/Warnings
there are errors or warnings, they are displayed in detail in the tab. Additionally, the Hints Errors/Warnings
column contains links to helpful information about errors that occur.
For example, the Object Reservation check reports errors as shown below:
1.
The results are stored in an XML file ( ) in the folder. Even if you close the GUI precheckResult.xml prechecker
session or restart the system, you can still view the status of the last pre-checker run by loading this XML file.
If you immediately re-run the utility, the file is overwritten. If you re-run the checks after you precheckResult.xml
click or if you close the utility and re-open it, the existing result file is backed up by appending the time Prev
stamp to the name, and the new result file is created with the updated time stamp.
To run the BMC Remedy Pre-Checker Utility through the command-line interface
Run (for Microsoft Windows) or (for UNIX). prechecker.bat prechecker.sh
Note
For UNIX, provide executable permissions to . prechecker.sh
2. In the command-line window, provide the required inputs using the commands given in the following
table:
Command Description
AR Login [log] Enter the following BMC Remedy AR System
configuration details:
Auth String The authentication string for
BMC Remedy AR System server.
User Name The BMC Remedy AR System
server user name.
Password The BMC Remedy AR System
server password.
AR Server The BMC Remedy AR System
server name.
Port The port number for the BMC Remedy
AR System server.
This is a mandatory input required to run
majority of checks.
DB Login [db] Enter the following database compatibility
information:
MS-SQL (1), , , or Oracle (2) DB2 (3) Sybase (4)
Select the required database from these
options.
Host Name The BMC Remedy AR System
server host name.
TCP Port The port number for the BMC
Remedy AR System server.
DB Instance Name The name of the
database instance.
AR System DB Name The BMC Remedy
AR System database name.
Windows Authentication or SQL
Select either of this option Authentication
for authentication.
Unicode Select this option for a unicode
database.
DB User The BMC Remedy AR System
server user name.
Password The BMC Remedy AR System
server password.
2.
Input Config File [f] Allows changing the name and location of the input
configuration file that contains the framework
configuration and information about the pre-check
plug-ins. By default, the value of this field is the
name and location of the OOTB configuration file.
BMC recommends that you run the utility Note:
with the default configuration file.
Result File [rf] Allows changing the name and location of the
result file. This is an optional input. By default, the
pre-checker result file is created in the prechecker
folder with name as . precheckResult.xml
Path (AR/Temp) [path] Allows changing the location of the temporary
directory (a mandatory input for BMC Remedy IT
Service Management Suite (ITSM) and Service
Level Management (SLM) products) and the BMC
Remedy AR System installation directory (an
optional input).
Report Mode [rmode] Allows changing the report mode to info, warning
(default), or error. Based on the report mode, the
error details are displayed. If the report mode is set
to info, all messages are displayed. If the report
mode is set to warning, the error details display
warnings and errors and the info messages are
ignored.
Set Plugin Type List [spt] Allows setting product types. First, make sure that
you execute the Load Configuration ( ) [lc]
command, so that the existing product list is
displayed by the ( ) command. Select any of [spt]
the following products by entering or deselect by 1
entering : 0
ARS BMC Remedy AR System.
ITSM BMC Remedy IT Service Management
Suite.
SLM Service Level Management.
SRM Service Request Management.
SSI BMC Remedy ITSM Preconfigured Stack
installer.
2.
Run Test [run] Executes the selected checks. The options are:
0 Run All (All the checks are executed and a
result file is generated.)
1 Run Failed (If an earlier result file is
present, only failed checks from the earlier run
are executed; if no earlier result file is present or
no failed checks are found, no action is taken.)
2 Run by Name. (Specific checks can be
executed. To view the configured plug-in
names, run the Get List Plugin command. [glp]
Show Result [res] Displays the result from the last run. The following
options are displayed:
0 If you select this option, the following
sub-options are displayed on the screen:
0 The pre-checker summary is
displayed on the screen, including the
pre-check name, product, and the status.
1 Displays the detailed information
about all the failed checks. This is same
output that is displayed on the Errors/W
tab of the GUI. arning
2 Results of specific checks are
displayed by providing the name of the
pre-check.
1 Pre-checker generates the HTML report of
the last run and the file path is displayed on the
screen. This is the same report that can also be
generated from the GUI.
The pre-checker HTML report must be Note:
started from the same folder where it is created
as it has a dependency on the prechecker/etc
directory.
Encrypt Password [ep] Enables you to encrypt the AR System server
password or the database user password and
display the encrypted string. The command
enables you to add the encrypted string to the
input configuration file manually.
2.
1.
2.
Load Configuration [lc] Loads the existing pre-checker configuration. This
command is not required to run the checks;
however, the following commands have
dependency on the command: [lc]
To get the existing plug-in types (products) or to
get the list of configured plug-in
names.
For the command, the pre-checker [run]
framework first loads the configuration and
then runs the checks.
Load Result File [lr] Loads the existing result file, if present. If you do
not provide any file path, the command searches
and loads the default file with name precheckRes
; else the command is ignored. To re-run ult.xml
any failed check, you must load the existing result
file first and then run the failed checks.
Get List Plugins [glp] Displays a list of all the configured plug-ins.
Execute the command before executing Note: [lc]
the command. [glp]
Get List Plugin Types [glt] Displays all the products for which the pre-checker
plug-ins are configured.
Execute the command before executing Note: [lc]
the command. [glt]
Sending a report with Pre-Check results
When you run the BMC Remedy Pre-Checker Utility, an HTML report is generated and placed in the ./precheck
folder. You can use pre-checker results to improve your interaction with BMC Support or other support er/result
service providers. You must open the HTML report from the folder because the report has a ./prechecker/result
dependency on the folder. ./prechecker/etc
Setting the report mode
The reports that the BMC Remedy Pre-Checker Utility generates have these modes:
info Displays all messages (informational, warnings, and errors) in the report
(the default) Displays errors and warning in the report. warn
Displays only errors, but not warnings, in the report error
To change the mode for a report
Open the file. prechecker_config.xml
2. Change the following parameter:
<param name=reportMode>mode</param>
For example:
<param name=reportMode>error</param>
Generating log files
A log file is generated and placed in . By default, logs are generated at the INFO level. ./prechecker/Logs
To change the level to DEBUG, set the following line in the file: ./prechecker/log4j.properties
log4j.logger.com.bmc.arsys.prechecker.framework.service.impl.ARPrecheckerFrameworkSe
rviceImpl=DEBUG
Known Issues
The following are the known issues for the BMC Remedy Pre-Checker Utility as of the date of publication of this
document:
The OS Compatibility check does not fail on HP-UX (PA-RISC), which is the unsupported platform.
On the GUI version of the utility, unlike AR System server information, database information is not
validated you run the check. Only the Database Compatibility Check uses this information. It will before
be validated when this check is executed.
For a current list of defects, see the file. ./prechecker/doc/PreCheckerMisc.doc
Preparing to use the AZ Compression utility (for BMC Service Request Management)
The AZ Compression utility is used for packaging the
adapter components that Identity Request Management will
use. This utility restricts and validates the folder structure
that must be maintained to proceed with the compression.
Before running the AZ Compression utility, ensure that the following folder structure is observed:
The name of the folder specified as the source for the compression task includes the value. adapterType
Within this folder, a subfolder exists and its name includes the adapter's version number.
The and folders exists within the version folder. The folder contains only the JAR files. The lib config lib
vendor-specific components for the particular adapter are inside the JAR files.
The folder includes the and files. config AdapterCommonConfiguration.xml AdapterParameters.xml
The templates for this are available in <mediaDevice>\IRM\Development\Kit\Adapter_Compression\Tem
. plates
The file is configured according to the schema provided. It has the AdapterCommonConfiguration.xml
following required parameters:
adapterType The name of the adapter by which it will be referred. For example, for CONTROL-SA,
the could be . adapterType ctsa
version The adapter version number
className The fully qualified class name of the adapter that will be the entry point for Identity
Request Management to use the Identity Management services through the adapter
Note
The AZ Compression utility validates the existence of the values for , adapterType
, and in the file. version className AdapterCommonConfiguration.xml
The file (which is shipped with Identity Request Management) AdapterCommonConfiguration.xsd
validates the file. AdapterCommonConfiguration.xml
The file contains the adapter-specific parameters to connect to a specific AdapterParameters.xml
identity management backend application.
To run the AZ Compression utility
( ) Run the following batch file: Windows
<mediaDevice>\IRM_Development_Kit\Adapter_Compression\AZCompression.bat
<sourceFolder> <version> <destinationLocation>
(UNIX) Run the following script:
<mediaDevice>/IRM_Development_Kit/Adapter_Compression/AZCompression.sh
<sourceFolder> <version> <destinationLocation>
The parameters for the batch file and script are as follows:
<sourceFolder> Adapter location from where the files need to be compressed
<version> Adapter version number
<destinationLocation> Location where the compressed file is placed. A file with the name <adapterType_
file is created. Version>.AZ
This section contains instructions for installing the BMC Remedy ITSM Suite on a BMC Remedy AR System server.
Installing on HP-UX after mounting the installation DVD
Installing BMC Remedy AR System
Installing BMC Atrium Core
Installing BMC Remedy IT Service Management
Installing BMC Service Request Management
Installing BMC Service Level Management
Installing BMC Service Management Process Model
1.
2.
Running an installation health check
Installing BMC Remedy Migrator
Installing help
Note
This section documents how to use the product installers, which each enable you to select an
individual application for installation. You can instead choose to use the BMC Remedy ITSM
Suite Preconfigured Stack solution-based installer to install a suite of applications using a single
consolidated installer. For more information, see BMC Remedy ITSM Suite Preconfigured Stack
. installer
Installing on HP-UX after mounting the installation DVD
Note
When you install applications directly from a DVD, HP-UX and Linux operating systems might
have configuration issues. In some cases, the DVD mount might cause long file names from the
DVD not to work. To work around this issue, configure the operating system to allow long file
names to be read and copied.
If you attempt to install an application on HP-UX after mounting the installation DVD by using the command, mount
you receive an error message and the installation fails. Perform the following steps to mount the DVD by using
Portable File System (PFS) instead.
To mount the installation DVD on HP-UX using PFS
Enter the following commands to start the PFS daemons:
/usr/sbin/pfs_mountd &
/usr/sbin/pfsd &
Enter the following commands to create a directory and mount the DVD:
mkdir /dvdrom
pfs_mount /dev/dsk/cXtXdX /dvdrom
Installing BMC Remedy AR System
The BMC Remedy AR System installer enables you to deploy BMC products in your IT environment.
In this topic:
Choosing products
To install BMC Remedy AR System
To install BMC Remedy Mid Tier
The suite installer guides you step-by-step through the installation process. When you start the installer, you can
choose one or more features to install at one time. Because certain applications depend on a specific set of
features, you need to run the installer multiple times to install all of the features in the solution. For example, you first
install the AR System server on one computer and then run the installer a second time to install the mid tier on a
different computer.
Recommendation
To reduce installation time significantly, do not install the products over the wide area
network (WAN).
To avoid configuration problems, accept the default values displayed in the installer
unless you have a valid reason to modify them.
For best results, install BMC Remedy Mid Tier on a separate computer from the BMC
Choosing products
When you run the suite installer, you are asked to select the type of installation you want to perform.
AR System Servers Installs the BMC Remedy AR System server, Approval Server, Assignment Engine,
Email Engine, and Flashboards.
Also installs plug-ins: AREA LDAP, ARDBC, Web Services, SNMP, and FTS.
AR System Mid-Tier Installs the BMC Remedy Mid Tier only (and Crystal Web Application if BOXI
installation is available).
AR System Clients Installs BMC Developer Studio (and the Localization Toolkit), BMC Remedy Data
Import, and BMC Atrium Integrator Spoon.
This option is for Microsoft Windows only; it is not available for Linux or UNIX.
Minimum set of features need to install other BMC
products
The following table lists the minimum set of features you need when installing other BMC products.
BMC Application Minimum set of features
BMC Atrium Core
AR System Server
Approval Server
Assignment Engine
BMC Atrium Integrator Spoon
1.
2.
3.
4.
5.
6.
7.
a.
b.
c.
d.
8.
BMC ITSM
AR System Server
Approval Server
Assignment Engine
Full Text Search (FTS) Configuration if you plan to
install BMC Knowledge Management
AR System Server
Approval Server
Assignment Engine
AR System Server
Approval Server
Assignment Engine
Download the BMC Remedy AR System installer from EPD, or navigate to the installation directory on the
DVD.
Unzip the suite installer (for example, or ). ARSuiteKitWindows.zip ARSuiteKitLinux.zip
Navigate to the folder. Disk 1
Start the installer.
For Windows, run . setup.cmd
For UNIX, log in as and run . root setup.sh
In the lower right corner of the panel, click . Welcome Next
Review the license agreement, click , and then click . I agree to the terms of license agreement Next
On the panel, perform the following actions: Products selection
Select . Install
Select and de-select the other options. AR System Servers
The installer validates the system resources of your computer and displays a list of available features.
Navigate to the directory in which you want to install the BMC Remedy AR System application.
The default locations are (Windows) and C:\Program Files\BMC Software\ARSystem /opt/bmc/AR
(UNIX or Linux). System
Click . Next
Enter the values from the for the features that you want to install. planning worksheet
After you have entered the required information, the installer validates your input, and then the Installation
8.
9.
10.
11.
12.
1.
2.
3.
4.
5.
6.
7.
a.
b.
c.
d.
8.
9.
10.
panel appears, listing the product and product features that will be installed. Preview
Note
Run Sanity Check is selected by default. BMC recommends that you run the additional
validation tests of your installation.
Click . Next
The installer installs the AR System features you have selected. After post-installation cleanup, a summary of
the installation appears.
Click to review the SEVERE error messages or warnings in the product installer log. View Log
See whether errors are due to network, host, or other environment-related issues. You can view a log file of
the installation:
C:\Users\Administrator\AppData\Local\Temp\arsystem_install_log.txt
Close the log when you finish.
Click to exit the AR System installer. Done
Download the BMC Remedy AR System installer on a computer other than where you installed the AR
System server.
Unzip the suite installer and open the folder. ARSuiteKitWindow
Open the folder. Disk 1
Select . Install
Select and de-select the other options. AR System Mid-Tier
(UNIX and Linux). System
Click . Next
Enter the values from the planning worksheet for the Mid Tier.
After you have entered the required information, the installer validates your inputs, and then the Installation
Click . Next
After post-installation cleanup, a summary of the installation appears.
Click to review the SEVERE error messages in the product installer log. View Log
the installation:
10.
11.
12.
13.
14.
15.
Open the BMC Remedy Mid Tier Configuration Tool (http://<midTierServer>/arsys/shared/config/config.j
). sp
The default password is . arsystem
Click . General Settings
Select the AR System server as the authentication server, and then click . Save Changes
Log out.
Where to go from here
The following instructions describe how to install BMC Atrium Core components.
Before you begin
Steps
Before you begin
Make sure you have . installed BMC Remedy AR system
Complete the . pre-installation procedures
Review the . recommendations
Steps
The following table describes the steps for installing BMC Atrium Core components on a single computer.
Step No Task Description
1 Install BMC Atrium CMDB You cannot install BMC Atrium
CMDB on a remote AR System
server. You must install BMC Atrium
CMDB on the computer where AR
System is installed.
2 Install BMC Atrium Core Web
services
BMC recommends that you install
BMC Atrium CMDB on a different
computer than BMC Atrium Core
Web Services and BMC Atrium Core
Web Registry. Also, install BMC
Atrium Core Web Services and BMC
Atrium Core Web Registry on the
same computer.
1.
2.
3.
4.
5.
6.
7.
a.
b.
c.
d.
3 Install Atrium Integrator Atrium Integrator installation
includes:
Atrium Integrator server.
Atrium Integrator client.
4 Install other components Installation of other components
includes:
Additionallanguagepack. See Ins
talling additional language pack
on a single computer
BMC Atrium Core online help.
See Installing BMC Atrium Core
online help on a single computer

Installing BMC Atrium CMDB
You cannot install BMC Atrium CMDB on a remote AR System server. You must install BMC Atrium CMDB on the
computer where BMC Remedy AR System is installed.
To install BMC Atrium CMDB on a single computer
Download the BMC Atrium Core System installer from EPD, or navigate to the installation directory on the
DVD.
Unzip the installer.
For UNIX, run . setup.sh
In theWelcome panel, click . Next
Review the license agreement, select , and then click . I agree to the terms of license agreement Next
In the AR System Server Information panel, perform the following actions:
Enter AR System username and password.
Enter AR System port number andhost name.
Navigate to the directory in which you want to install BMC AtriumCMDB. Thedefault locations are:
For Windows: \ C:\Program Files\BMC Software\AtriumCore
For UNIX or Linux:/opt/bmc/AtriumCore
7.
d.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
1.
2.
Click .The installer validates the system resources of your computer. Next
In the Install mode panel, select andclick . Install Next
In theBMC Atrium Installation Informationpanel, review the information and then click . Next
In theFeaturespanel, select only , and then click . BMC Atrium CMDB Next
In the succeedingpanels, enter the values from the . planning spreadsheet
To run additional validation tests, in the RunPreinstallHealth Checkpanel click .If youdon'twant to run Next
the health check, select , and then click .The health check is run after the installation. No Next
Installer validates the inputs. The Installation Preview panel appears, listing the product and product features
that will be installed.
Click .Installation summary is displayed. Install
To verify theinstallation, click .Verify and rectify if there are any SEVERE error messages or View Log
warnings in the product installer log.See if the errors are due to network, host, or other environment-related
issues.You can also view a log file of the installation here:
\ C:\Users\<installUser>\AppData\Local\Temp\atriumcore_install_log.txt
Click to exit the BMC Atrium Core installer. Done
Restart the AR System server.
Restart the BMC Remedy Mid Tier.
For example, restart the Apache Tomcat service if you are running Windows.
Installing Atrium Integrator server
The following topics are provided:
Before you begin
To install Atrium Integrator server on a single computer
Before you begin
You must install Atrium Integrator server you install BMC ITSM or BMC Service Request Management. before
Note
Unlike BMC Atrium Integration Engine, you must install the same version of Atrium Integrator as
the BMC Remedy AR System server.
Before running the Atrium Integrator server installation program, set the in the AR System server Max Attach Size
to 0 or 100 MB. If the is set to a value other than 0 or 100 MB, the Atrium Integrator server Max Attach Size
installation does not complete.
To set the Max Attach Size
Open the AR System Administration Console.
Select . System > General > Server Information
3.
4.
5.
6.
7.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
Click the tab. Configuration
Set to 0 MB or 100 MB. Max Attach Size
Clear the check box. Allow Unqualified Searches
Save your changes.
Restart the AR System server to update the changes.
To install Atrium Integrator server on a single computer
Download the Atrium Integrator server installer, or navigate to the installation directory on the DVD.
Navigate to the folder. AtriumIntegratorServer >Disk 1
(Microsoft Windows) Run . setup.cmd
(UNIX) Run . setup.sh
In the Welcome panel, click . Next
On the Directory Selection panel, navigate to the directory in which you want to install the Atrium Integrator
server. The default locations are
(Windows) C:\Program Files\BMC Software\AtriumIntegrator
(UNIX or Linux) /opt/bmc/AtriumIntegrator
Click . Next
On the BMC Remedy AR System User Inputs panel, verify that the login information is correct, and then click
. Next
The installer validates the system resources of your computer.
In the Atrium Integrator Server Information panel, select the JRE Home folder.
The installer validates your input, and then the Installation Preview panel appears, listing the product and
product features that will be installed.
Click . Next
the installation summary is displayed.
the installation:
C:\Users_<installUser>_\AppData\Local\Temp\atriumintegratorserver_install_log.txt
Verifying Atrium Integrator installation
Installing Atrium Integrator clients
If yourenvironmentisheterogeneous (Windows, UNIX and Linux servers)use the Atrium Integrator client to edit,
configure, and execute jobs in BMC Atrium Integrator Spoon.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
Consider the following before installing the Atrium Integrator client:
The Atrium Integrator client can only be installed on a single computer using the Microsoft Windows
operating system and with BMCAR System server.
You cannot install the Atrium Integrator client on the same computer where the Atrium Integrator server is
installed.
Before you install the Atrium Integrator client, make sure that:
AR Pentaho Spoon client version 8.1.00 is installed.
AR System client that the application connects to is up and running.
The Atrium Integrator client installer writes log files to the (Windows) directory. Temp
To install Atrium Integrator client
Download the Atrium Integrator client installer, or navigate to the installation directory on the DVD.
Navigate to the folder. AtriumIntegratorClient > Disk 1
Start the installer by running . setup.cmd
In the lower right corner of the Welcome panel, click . Next
On the Directory Selection window, navigate to the directory in which you want to install the Atrium Integrator
client.
The default location is . C:\Program Files (x86)\BMC Software\AtriumIntegratorClient
Click . Next
In field, navigate to the directory where AR client is installed. AR Client Directory Selection
Click . Next
In the Install Selection panel, click . Next
In the Java panel, enter the JDK and JRE path. Enter the values from the planning spreadsheet for the
features that you want to install.
The installer validates your input, and then the Installation Preview panel appears.
Click . Next
Installation summary is displayed.
the installation:
C:\Users_<installUser>_\AppData\Local\Temp\atriumintegratorclient_install_log.txt
Click to exit the BMC Atrium Integrator client installer. Done
Installing BMC Atrium Core Web Services components
BMC recommends that youinstall BMC Atrium CMDB on a different computer thanBMC Atrium Core Web Services
and BMC Atrium CoreWeb Registry. Also, install BMC Atrium Core Web Services and BMC Atrium CoreWeb
1.
2.
3.
4.
5.
6.
7.
a.
b.
c.
d.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
Registry on the same computer.
To install BMC Atrium Core Web Services components on a single computer
Download the BMC Atrium Core installer on a computer other than where you have installed the AR System
server.
In theWelcomepanel, click . Next
In theAR System Server Informationpanel, perform the following actions:
Navigate to the directory in which you want to install BMC Atrium CMDB.
The default locations are:
For Windows:C:\Program Files\BMC Software\AtriumCore
For UNIX or Linux:/opt/bmc/AtriumCore
Click . Next
In the Installation Mode panel, select and then click . Install Next
In the BMC Atrium Installation Information panel, review the information and then click . Next
In the Features panel, select only the BMC Atrium Core Web Services components, and then click . Next
For example, select BMC Atrium CoreWeb Services and BMC Atrium CoreWeb Services Registry.
In the succeedingpanels, enter the values from the . planning spreadsheet
In the RunPreinstallHealth Checkpanel, click to run the additional validation tests. Next
If youdon'twant to run the health check, select , and then click . No Next
The health check is run after the installation.
The installer validates the inputs. TheInstallation Previewpanel appears, listing the product and product
features that will be installed.
Click . Install
To verify theinstallation, click . View Log
Verify and rectify if there are any SEVERE error messages or warnings in the product installer log.
See whether errors are due to network, host, or other environment-related issues.
You can also view a log file of the installation here:
C:\Users_<installUser>_\AppData\Local\Temp\atriumcore_install_log.txt
The BMC Remedy ITSM Suite installer enables you to deploy the following ITSM products in your IT environment.
BMC Service Desk includes BMC Incident Management and BMC Problem Management
This topic contains the following sections:
Running the installer multiple times
Before you begin
To install BMC Remedy ITSM
When you start the installer, you can choose one or more applications or features to upgrade at one time. Because
certain applications depend on a specific set of features, you might need to run the installer multiple times to
upgrade all of the applications in the ITSM solution. For example, you can:
Install an initial product, and then run the installer a second time to install multiple components.
Re-run the installer multiple times to install additional language packs.
Re-run the installer . to apply the multi-tenancy fixes
Note
During installation, the appe Multi-tenancy Workflow Customization Information panel
ars if you installed the 8.1 version of BMC Service Request Management.
Before you begin
Apply the appropriate ITSM licenses to the AR System server you start installation. before
Install Atrium Integrator Server you start installation. before
If you are installing BMC Knowledge Management, license and install Full Text Search on the AR System
server. The installer disables FTS indexing before the installation (if it is already enabled) and enables FTS
indexing before the end of the installation.
1.
2.
3.
4.
5.
6.
7.
a.
b.
c.
8.
Recommendation
network (WAN).
If you install the sample data, apply at least 20 AR User Fixed licenses for each ITSM
application. Sample data is installed only if you install the entire ITSM suite, not a single
product.
Download the BMC Remedy ITSM Suite installer from EPD, or navigate to the installation directory on the
DVD.
When installing the application on UNIX, BMC recommends performing the installation as a root user.
However, you can perform the installation as a non-root user. If you choose to install the application
as a non-root user, you must log on to the UNIX system under the same UNIX user ID that was used
to install BMC Remedy AR System.
Note
If you are running Windows 2012, do run to start the installer (due not setup.exe
to an incompatibility problem). Instead, run instead, or run setup.cmd setup.exe
for the interface mode. -i GUI
In the panel, perform the following actions: BMC Remedy AR System User Inputs
Verify that the administrator name and password are correct.
Modify them as needed.
Review the default installation directory.
Navigate to the directory in which you want to install BMC Remedy ITSM Suite. The default locations
are (Windows) and C:\Program Files\BMC Software\BMCRemedyITSMSuite /opt/bmc/BMCReme
(UNIX or Linux). dyITSMSuite
Click . Next
The installer validates the system resources of your computer and displays a list of available features
(such as BMC Remedy Asset Management, BMC Remedy Change Management, and so on).
Select one or more ITSM applications to install, and then click . Next
The installer checks the AR System server for valid ITSM licenses. If you met all the conditions, the Multi-Te
8.
9.
10.
panel is displayed. nancy Workflow Customization Information

Review the following multi-tenancy options carefully. Depending on the conditions, you might see three
different sets of questions and corresponding options.
Question Description Options
Did you customize the
multi-tenancy model for any of
the installed applications?
You see this question the always
first time that you run the installer.
Click if you customized the Yes
multi-tenancy model. The
update is not applied.
Click to apply the update, No
because you did not customize
the model.
Did you reconcile the
customizations?
You see this question because
you previously indicated there
were multi-tenancy model
customizations.
Click to apply the update if Yes
you reconciled the
customizations.
Click to defer the No
multi-tenancy updates to a later
time. You must first reconcile
to the your customizations
multi-tenancy model. You can
then re-run the installer to apply
the multi-tenancy update. Or
you can manually apply the
. For multi-tenancy updates
more information, see Update
. to the multi-tenancy model
Applying the Multi-Tenancy
service pack takes a significant
amount of time. Do you want to
apply it now?
You only see this question if you
have hit the threshold of more
than 20,000,000 records. If you do
not hit the 20,000,000 record
threshold, the message does not
appear.
Click to apply the update Yes
now.
Click to apply the update No
later.
Click to continue with the installation. Next
10.
11.
12.
13.
14.
15.
16.
If the utility encounters any errors, you must fix the underlying problems before you can manually run
the multi-tenancy utility later.
If you do not see any errors, the multi-tenancy update is successful.
For more information, see . Update to the multi-tenancy model
Enter the values from the for the applications that you want to install. planning spreadsheet
The installer validates your input, and then the panel appears, listing the product and Installation Preview
product features that will be installed. You are nearly finished with the ITSM installation.
Click . Install
the installation:
C:\Users\<installUser>\AppData\Local\Temp\bmcremedyitsmsuite_install_log.txt
Click to exit the ITSM installer. Done
Before you log on to the AR System server, flush the Mid Tier cache and your browser cache.
Related topics
Completing the planning spreadsheet
BMC Remedy ITSM installation messages you can ignore
This topic describes messages that you might encounter during an upgrade or an installation that are safe to ignore.
Not enough fields found
During a first-time installation of BMC Remedy ITSM 7.6.04 or later, the following warning message might appear in
the , , and BMCRemedyAssetManagement.log BMCRemedyIncidentManagement.log BMCRemedyProblemMa
files: nagement.log
"WARN - Not enough fields found. Found 60, expected 62." This warning can be found in
the following
log files for the specified arx file. BMCRemedyAssetManagement.log
BMCRemedyITSMSuite/Workflow/
install/7.6.04_fresh_install/systems/ast/workflow/en/././
ast_DLD_SYS_DataloadOrder_cfg.arx
BMCRemedyIncidentManagement.log
BMCRemedyITSMSuite/Workflow/install/7.6.04_fresh_install/
systems/ast/workflow/en/././ hpd_DLD_SYS_DataloadOrder_cfg.arx
BMCRemedyProblemManagement.log
BMCRemedyITSMSuite/Workflow/install/7.6.04_fresh_install/systems/ast/workflow/
en/././
pbm_DLD_SYS_DataloadOrder_cfg.arx
BMC Asset Management upgrade warning messages
If you upgrade BMC Asset Management from an earlier version, you might encounter error messages similar to the
following messages:
[WARNING][Sat Jan 8 02:53:21.931] ImportFileNode- ARImport() successful for
"ast_deplapp.def", but returned a warning
[WARNING][Sat Jan 8 02:53:21.932] ImportFileNode- 552 The SQLdatabase operation
failed.
RemoveAllStatusHistoryFromSchema()
BMC Knowledge Management upgrade warning messages
If you upgrade BMC Knowledge Management from 7.6.03 and later versions to version 8.1.01, the file arerror.log
might display error messages similar to the following messages:
Fri Aug 31 21:22:40 2012 lastsql CREATE VIEW RKM_HowToTemplate
(zz99mm88nn77oo66qq55rr44ss3321,Submitter,Create_Date,
Assigned_To,Last_Modified_By,Modified_Date,
Status,Short_Description,GUID,RKMTemplateAttachmnt1_4,RKMTemplateAttachmnt1_5,
RKMTemplateAttachmnt2_1,RKMTemplateAttachmnt2_2,RK
Fri Aug 31 21:22:40 2012 390600 : The SQL database operation failed. (ARERR 552)
Fri Aug 31 21:22:40 2012 [IBM][CLI Driver][DB2/NT64] SQL0206N "CO302290901" is not
valid in the
context where it is used. SQLSTATE=42703
The BMC Service Request Management installer enables you to deploy BMC Service Request Management
features in your IT environment.
1.
2.
3.
4.
5.
6.
7.
a.
b.
c.
8.
9.
When you start the installer, you can choose one or more features to install at one time. Because certain
applications depend on a specific set of features, you might need to run the installer multiple times to install all of the
applications in the BMC Service Request Management solution. For example, you can re-run the installer multiple
times to install additional language packs.
Before you begin
Apply the SRM (BMC:SR Mgmt Application) and Financial Management (BMC:Financial Mgmt Application) licenses
to the AR System server you start installation. before
To install BMC Service Request Management
Recommendations
network (WAN).
Download the BMC Service Request Management installer from EPD, or navigate to the installation directory
on the DVD.
The default location is . C:\<downloadDirectory>\BMCServiceRequestManagement8.1.00.windows\Disk1
(UNIX) Log on as and run . root setup.sh
as a non-root user, you must log in to the UNIX system under the same UNIX user ID that was used
are (Windows) and C:\Program Files\BMC Software\BMCServiceRequestManagement /opt/bmc/
(UNIX or Linux). BMCServiceRequestManagement
Click . Next
In the panel, click to install the sample data. Sample Data Next
Otherwise, click and then click . No Next
Click . Next
9.
10.
11.
12.
13.
14.
15.
16.
On the panel, select any application that is installed on a computer on Integration Applications remote
which you are not installing BMC Service Request Management.
Change Management
Incident Management
Click . Next
The installer validates your inputs, and then the Installation Preview panel appears, listing the product and
product features that will be installed. You are nearly finished with the BMC Service Request Management
installation.
Click . Install
the installation:
C:\Users\<installUser>\AppData\Local\Temp\bmcsrm_install_log.txt
Click to exit the BMC Service Request Management installer. Done
After completing the BMC Service Request Management installation or upgrade, flush the Mid Tier cache.
The BMC Service Level Management installer enables you to deploy BMC Service Level Management Primary
Server in your IT environment.
Note
During installation, appears if the panel Multi-tenancy Workflow Customization Information
you:
Previously installed the 8.1 versions of BMC Remedy IT Service Management and BMC
Are installing BMC Service Level Management on a primary server in a server group.
Are installing BMC Service Level Management on a standalone AR System server.
features in the BMC Service Level Management solution. For example, you can re-run the installer multiple times to:
Install additional language packs.
Apply you customized the multi-tenancy model and reconciled the the multi-tenancy update after
customizations.
1.
2.
3.
4.
5.
6.
7.
a.
Before you begin
Activate the appropriate BMC Service Level Management license on the AR System server you start before
installation.
Make sure that no application is using port 12333.
Install SLM Collector on a different computer you install SLM Primary Server. after
If you plan to use BMC Service Level Management 8.1 with BMC Remedy IT Service Management (BMC
Remedy ITSM), you must install BMC Remedy ITSM 8.1 and the latest BMC Remedy ITSM patches before
installing BMC Service Level Management.
The product patches include the full BMC Remedy ITSM installation. Check for patches before you install
BMC Remedy ITSM . You must have a by going to the BMC Electronic Product Distribution (EPD) website
support contract to download patches.
If you already have BMC Service Request Management installed and you want to install BMC Service Level
Management, then you must first install BMC Remedy ITSM 8.1 Foundation. To install BMC Remedy ITSM
8.1 Foundation, you must install at least one of the BMC Remedy ITSM 8.1 applications. You do not need to
use BMC Remedy ITSM applications in this scenario; therefore, you do not need corresponding ITSM user
licenses.
To install BMC Service Level Management Primary Server
Recommendations
network (WAN).
Download the BMC Service Level Management installer from EPD, or navigate to the installation directory on
the CD.
Note
Enter the administrator name and password.
7.
a.
b.
c.
d.
e.
8.
9.
10.
Review the server name alias.
Review the TCP port for the AR System server.
When set to 0, which is the default, the portmapper assigns the port. To use a different port number,
see . Setting ports and RPC numbers
Navigate to the directory in which you want to install BMC Service Level Management. The default
locations are (Windows) and C:\Program Files\BMC Software\BMCServiceLevelManagement /opt
(UNIX and Linux). /bmc/BMCServiceLevelManagement
Click . Next
(such as BMC Service Level Management, Primary Server, and so on).
Select to install on a standalone AR System server or to install on the primary AR System Primary Server
server in a server group environment.
Note
Do not select this box when installing BMC Service Level Management on a secondary
Standard Service Level Management AR Integrations are selected by default.
Click . Next
The panel is displayed if you met all the conditions. Multi-Tenancy Workflow Customization Information
the model.
10.
11.
12.
13.
14.
15.
16.
17.
18.
customizations?
customizations.
you reconciled the
customizations.
apply it now?
appear.
now.
later.
In the panel, select one of the following Remote Service Level Management Collector Information
options, and then click : Next
No Remote Collector (default) if you do not plan to use performance-monitoring service targets.
Use Remote Collector to install Collector on a different computer.
Enter the name of the remote computer and the port number (8080).
Enter the values from the planning spreadsheet for the features that you want to install.
panel appears, listing the product and product features that will be installed. You are nearly finished Preview
with the BMC Service Level Management installation.
Click . Install
The installer installs the BMC Service Level Management features you have selected. After post-installation
cleanup, a summary of the installation appears.
the installation:
C:\Users\<installUser>\AppData\Local\Temp\slm_install_log.txt
Click to exit the BMC Service Level Management installer. Done
18. Before you log on to the AR System server, flush the Mid Tier cache and your browser cache.
Related topics
Installing BMC Service Level Management Collector
Installing the BMC Service Level Management Collection Point
Installing BMC Service Level Management Collector
The BMC Service Level Management installer enables you to deploy BMC Service Level Management Collector in
your IT environment.
To use performance or SIM-based service targets, you must install the Collector.
Note
The Collector is an optional component and can be omitted if you do not need to create
performance or SIM-based service targets.
Using the Collector requires a supported application server or servlet engines, for example, Apache Tomcat. The
application server or servlet engine implements the Java servlets and allows for the execution of a Java web server
environment.
applications in the BMC Service Level Management solution. For example, you can re-run the installer multiple
Before you begin
installation.
Make sure that Oracle JRE 1.6.023 or higher is installed.
Install SLM Collector on a different computer than SLM Primary Server.
When you installed SLM Primary Server, you selected so that you can install Use Remote Collector
Collector on this computer.
To install BMC Service Level Management Collector
1.
2.
3.
4.
5.
6.
7.
a.
b.
c.
d.
e.
8.
9.
10.
Recommendations
network (WAN).
the CD.
Note
Enter the AR System Server name alias.
(UNIX and Linux). /bmc/BMCServiceRequestManagement
Click . Next
In the panel, select (the default) and then click Application Overwrite Selection Reinstall SLM Application
. Next
Note
This panel appears because BMC Service Level Management is already registered.
The installer validates the system resources of your computer and displays a list of available features (such
as BMC Service Level Management, Primary Server, and so on).
In the panel, select . Application Overwrite Session Reinstall SLM Application and then click *Next
10.
11.
12.
a.
b.
c.
d.
e.
13.
14.
15.
16.
17.
18.
In the features panel, de-select all the other features and select . only Service Level Management Collector
Click . Next
In the panel, perform the following actions: Service Level Management Collector Information
Select the application server you installed.
Browse to the web application root (for example, C:\Program Files\Apache Software
). Foundation\Tomcat6.0\webapps
Enter the port number (for example, 8080).
Browse to the JRE directory.
Click . Next
In the panel, select to install as a service (default) or not, and then click BMC Collector Service Selection N
. ext
If you do not install Collector as a service, then you must manually start it manually every time you restart the
server.
Click . Install
the installation:
Installing the BMC Service Level Management Collection Point
The BMC Service Level Management installer enables you to deploy BMC Service Level Management Collection
Point in your IT environment.
Recommendations
network (WAN).
Activate the appropriate BMC Service Level Management license on the AR System
server you start installation. before
Install Collection Point on a different computer than SLM Primary Server.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
Before you begin
Review Installing BMC Service Level Management Primary Server
Review the . planning spreadsheet
To install the BMC Service Level Management Collection Point
Download the BMC Service Level Management installer, or navigate to the installation directory on the CD.
Navigate to the folder. Collection Point\Disk 1
Note
On the panel, navigate to the directory in which you want to install BMC Service Level Directory Selection
Management.
The default locations are (Windows) and C:\Program Files\BMC Software\CollectionPoint /opt/bmc/Colle
(UNIX or Linux). ction Point
Click . Next
On the panel, enter the Port Number, and then click SLM Collection Point Point Number Information Next
.
The default is . 7089
On the panel, browse to the JRE path, and then click SLM Collection Point Java Platform Information Ne
. xt
with the Collection Point installation.
Click . Install
The installer installs the Collection Point. After post-installation cleanup, a summary of the installation
appears.
the installation:
Click to exit the BMC SLM installer. Done
This topic describes how to install BMC Service Management Process Model.
1.
2.
3.
4.
5.
6.
7.
8.
To install BMC Service Management Process Model
Double-click the file under the BMCServiceManagementProcessModel folder. Installer.exe
You can obtain the installation file from BMC Electronic Product Download (EPD) website at http://www.bmc.
. com/available/epd.html
The BMC Service Management Process Model Installer wizard displays.
On the Introduction page, click . Next
On the License Agreements page, accept the license agreement and click . Next
Enter the path of the directory to install BMC Service Management Process Model, and click . Next
Select the BMC Service Management Process Model module and click . Next
Select the module and click . Next
On the next screen, click . Install
When the installation is complete, click to exit the installation wizard. Done
Choose to access the application. BMC Software > SMPM > BMC Service Management Process Model
You can use the tab that is part of the BMC Remedy ITSM Suite Maintenance Tool to run a Health Check
post-installation health check on your files.
The health check uses a build of materials (BOM) file from each BMC Remedy ITSM application to verify that the
application forms and workflows that you chose to install were installed properly. The health check reports on any
parts of the product that are broken.
In addition, you can run the BMC Remedy AR System Server Maintenance Tool which performs the BMC Remedy
AR System related health check.
For information about running the post-installation checks using the tab, see . Health Check Post-installation checks
Configuring after installation
Use the following procedure to install BMC Remedy
Migrator. You use the Delta Data Migration Tool installed
with BMC Remedy Migrator to migrate delta data.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Note
You must have administrator privileges for the machine on which you are installing BMC
Remedy Migrator. You must install BMC Remedy Migrator 8.1 and the latest binary fix to
perform the full migration.
Always download and install the latest BMC Remedy Migrator version available when you
are migrating delta data.
To install BMC Remedy Migrator
Shut down all other running applications before you start.
Insert the BMC Remedy Migrator DVD into your DVD drive.
If the BMC Remedy Migrator setup program starts a few seconds after inserting the disk, skip to step 4 or
follow the on-screen instructions.
From your DVD drive, double-click . migrator.exe
A progress bar appears as the files are extracted.
Click when you see the Welcome screen. Next
In the License Information dialog box, read the license agreement, and click . Agree
For more information about licensing, see and Configuring BMC Remedy Migrator Working with BMC
. Remedy AR System licenses
Perform either of the following actions:
Click to accept the default installation directory. Next
Click to select another installation directory. Browse
Click . Next
Click the check box to place the BMC Remedy Migrator program icon on your desktop, and click . Next
Review the installation options you selected; if they are correct, click Install to begin the installation.
Note
You might see validation warnings related to the , , and mfc71.dll mfc71u.dll msv1_0.dll2
files. These warnings can be ignored because they do not affect the ability of BMC
Remedy Migrator to be installed.
When installation is complete, click . (Optionally, you can click to see the installation log.) Done View Log
To begin using BMC Remedy Migrator, you must restart your computer.
Installing help
After installing the application, you must install help separately. This section describes the following tasks:
Installing online help on Windows
Installing online help on UNIX
1.
2.
1.
a.
Displaying online help correctly
To make help available to the application's users, you must install help on a computer that is running a web server,
which is typically a different computer from the computer where the application is installed.
Note
You must run the help installer locally on the web server computer on which you are serving
help.
Do install help for products not installed on your computer. Otherwise, you will overwrite the Configuration help not
for the products that are installed.
The installer overwrites the SHARE:Application_Properties record for the Configuration help when the help for
multiple application help is installed. The Configuration help points to the directory of the application help last
installed. If the administrator installs help for an application that is not installed, no help files are installed and the
SHARE:Application_Properties record for Configuration help is updated to a blank path. As a result, the
Configuration help no longer works as expected. To correct this problem, reinstall help for one of your installed
applications. The Configuration help will appear, as expected.
Before you begin, ensure that the following prerequisites are met:
The product is installed.
The help web server is running.
Installing online help on Windows
Use this procedure to install online help on Microsoft Windows.
Before you begin
If you have downloaded the application and to ensure that all of the help files are extracted correctly, you must use
WinZip or another similar utility to extract them and not the default .zip file utility that comes with Microsoft Windows.
To install online help on Windows
Run the online help installation executable file. setup.exe
The executable file is located in the directory, which you access from one of the following locations: Help
If your files are on a DVD, is under the root directory. Help
If you downloaded the application, you access from the top level of the working directory that Help
holds the files you extracted after downloading them.
Use the to enter the necessary information. planning spreadsheet
Installing online help on UNIX
Run the application installation script according to one of the following methods.
If you are installing from the DVD:
1.
a.
b.
a.
b.
c.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
Mount the DVD that contains the product.You can do this either locally or remotely.
Run from the directory, which is located under the root directory. helpinstall.sh Help
If you are installing files that you downloaded:
Change to the working directory containing the application files that you downloaded and then
uncompressed.
Change directory to . Help
Run . helpinstall.sh
At the license agreement prompt, review the user license and maintenance agreement.
When prompted to accept the Licensing and Maintenance agreement, press . In a typical installation, Enter
where the product is installed on another system, a message appears indicating that no local BMC Remedy
ARSystem server was detected.
When prompted for the BMC Remedy ARSystem server name, type the name of the BMC Remedy
ARSystem server on which the product is installed.
At the TCP/IP port prompt, press to use the portmapper, or type the port number. Enter
At the confirmation prompt, press . Enter
When prompted for the BMC Remedy ARSystem administrator ID, press to accept the default value Enter
or, type another BMC Remedy ARSystem Administrator ID.
When prompted for the BMC Remedy ARSystem administrator password, type the BMC Remedy
ARSystem administrator password corresponding to the ID you typed.
When prompted to select the language for help, type the number for the language. If needed, separate the
numbers for multiple languages with commas.
Choose one of these options for installing the web server.
Type the letter corresponding to one of the listed web server types.
Type to install online help on a different web server. If you select this option, you must configure O
your web server and specify a URL pointing to Help. This is the location that you indicate in step . 14
Type to install online help in the directory you specify, but without making it available on a web n
server. Skip to step . 14
When prompted for the web server configuration file, type the path to the web server's configuration file.
Note
Make sure you enter the correct web server port number.
Press to accept the default HTTP port number, or type another port number. Enter
At the confirmation prompt for web server information, press to accept the default value, or type to Enter n
make changes.
When prompted for the Help installation directory, press to accept the default directory, or type a Enter
different directory.
The installer checks to make sure the target directory contains sufficient free disk space required to install
help.
If you are installing online help on a web server, a prompt appears asking for the online help URL.
16.
1.
2.
3.
When prompted to confirm the installation information, press . Enter
The installer begins copying the files, and an installation message appears when the installation is complete.
Displaying online help correctly
Make the following changes to your Tomcat server (Windows or UNIX) so that online help displays correctly.
To display the online Help correctly
Open the file located in the directory. web.xml ../Apache/Tomcat/conf
Locate the following statement and change the value of from to : <param-value> false true
-<init-param>
<param-name>listings</param-name>
<param-value>true</param-value>
Save the file and restart Tomcat.
Installing the BMC Remedy ITSM Suite Preconfigured Stack
TheBMC Remedy ITSM Suite Preconfigured Stack is asolution-based installer that installs the BMC Remedy AR
System server, its components, and certain ITSM applications on a single server. For a list of applications and
components installed, see Applications installed as a part of the BMC Remedy ITSM Suite Preconfigured Stack
. installer
You can selectively choose which server components and applications to install. You can also add or upgrade
components or applications after the BMC Remedy ITSM Suite Preconfigured Stack 8.1.00 is installed. For
installation of a single component or an application, you must use the individual product installers. For more
information, see the installationdocumentation for that application.
The BMC Remedy ITSM Suite Preconfigured Stack installer installs preconfigured operating system and database
combinations only. For details, see . Determining the operating system and database combination
For installation on a server group, use a remote database. For limitations, see BMC Remedy ITSM Suite
. Preconfigured Stack version 8.1.00 known issues
Applications installed as a part of the BMC Remedy ITSM Suite Preconfigured Stack installer
BMC Remedy ITSM Suite Preconfigured Stack version 8.1.00 known issues
Installation process
License information for BMC Remedy ITSM Suite Preconfigured Stack
Applications installed as a part of the BMC Remedy ITSM Suite Preconfigured Stack
installer
The BMC Remedy ITSM Suite Preconfigured Stack version 8.1.00 installation program has been simplified. When
you run the installation program, you are asked to select the type of installation that you want to perform:
AR System Server
AR System Mid-Tier
AR System Clients
Depending upon the type of installation that you select, a certain set of applications is installed. You can select all
these three options while installation or run the installation program again to install them separately.
The following applications are installed as a part of the BMC Remedy ITSM Suite Preconfigured Stack 8.1.00
installer.
If you select the option during installation, the following components are installed: AR System Server
BMC Remedy AR System components
AREA LDAP Directory Service Authentication
ARDBC LDAP Directory Service Data Access
Web Services Plugin
Simple Network Management Protocol (SNMP)
Full Text Search (FTS) Engine
BMC Remedy Approval Server
BMC Remedy Assignment Engine
BMC Remedy Email Engine
BMC Remedy Flashboards
BMC Atrium Core
BMC Atrium CMDB
Product Catalog
Atrium Impact Simulator Engine
Atrium Integrator
BMC IT Service Management Suite
BMC Service Desk
If you select the option during installation, the following components are installed: AR System Mid Tier
BMC Remedy Mid-Tier
If you select the option during installation, the following features are installed: AR System Clients
BMC Remedy Migrator
BMC Remedy Developer Studio
BMC Remedy Data Import
1.
2.
3.
BMC Remedy ITSM Suite Preconfigured Stack online Help
The BMC Remedy ITSM Suite Preconfigured Stack installer automatically installs the online Help for the following
applications:
BMC Atrium CMDB version 8.1.00
BMC Asset Management version 8.1.00
BMC Change Management version 8.1.00
BMC Incident Management version 8.1.00
BMC Problem Management version 8.1.00
BMC Service Level Management version 8.1.00
BMC Knowledge Management version 8.1.00
BMC Service Request Management version 8.1.00
(For UNIX only) To display the online Help correctly
Open the file located in the directory. web.xml ../Apache/Tomcat/conf
Locate the following statement and change the value of from to : <param-value> false true
-<init-param>
<param-name>listings</param-name>
<param-value>true</param-value>
Save the file and restart Tomcat.
BMC Remedy ITSM Suite Preconfigured Stack version 8.1.00 known issues
Review the following issues and workarounds using the BMC Remedy ITSM Suite Preconfigured Stack before
installer.
Category / component Issue ID Description
CI promotion / BMC Atrium CMDB None While promoting configuration items
(CIs), the following error might be
issued:
Promotion of Sandbox
Changes has Failed - Failed
while doing promotion
You can ignore this message
because the CIs are promoted.
Installation / BMC Remedy AR
System
SW00395508 The BMC Remedy ITSM Suite
Preconfigured Stack supports server
group installation. However, the
second or third BMC Remedy ITSM
Suite Preconfigured Stack
installation may fail if a local
database is used due to memory or
resource constraints.
BMC recommends Workaround:
using a remote database for server
group installation.
Installation / BMC Analytics for BSM SW00364495 You might see the "Analytics" link
with BMC Remedy User, but
Analytics is not part of the BMC
Remedy ITSM Suite Preconfigured
Stack.
Installation / BMC Remedy Mid Tier None The BMC Remedy Mid Tier might
take more time to build the preload
cache. During this time, the CPU
and memory are fully utilized.
Installation / Silent installation SW00366548 When installing a remote database
with the silent install, the local drive
is being validated instead of the
remote drive for the database.
Installation / Apache Tomcat SW00366414 When you install BMC Remedy Mid
Tier with Apache Tomcat as a
network user and then select
Configure Tomcat from the Start
menu, the following error message is
displayed:
"Application System Error"
- Access is denied - unable
to Open the Service tomcat6
Installation /Tomcat SW00365304 The Tomcat folder path input is not
validated.
Enter a valid folder Workaround:
path on a drive which exists.
Installation / Maintenance Tool SW00389413 The Maintenance tool of BMC
Remedy ITSM Preconfigured Stack
Installer does not display the Health
tab. Check
You can use the Workaround: Heal
tab of individual products th Check
like BMC Remedy AR System, BMC
Remedy IT Service Management,
and so on. For more information,
see the respective product
documentation.
Uninstallation SW00371490 Partial BMC Remedy ITSM
Preconfigured Stack uninstallation is
not supported.
Installation process
The following high-level steps provide the recommended orderto prepare forand install the BMC Remedy ITSM
Suite Preconfigured Stack.
Step Task Comments
1 Obtaining the installer Download the installers for the
supported operating system and
database combinations.
2 Determining the system and
hardware and software requirements
Review and determine the supported
hardware, software, and system
requirements.
3 Determining the operating system
and database combination
Review and determine the supported
operating system and database
combinations.
4 Preparing to install Review information before installing
BMC Remedy ITSM Suite
Preconfigured Stack.
5 Completing the installation
parameters
Review and complete the installation
parameters required for the BMC
Remedy ITSM Suite Preconfigured
Stack installation.
6 Applying the AR Server License Key Apply the AR Server License Key.
7 Running the installer Review the installation sequence for
Microsoft Windows and UNIX.
8 Post installation checks Complete the post-installation steps.
Obtaining the installer
The BMC Remedy ITSM Suite Preconfigured Stack installer is available on the following DVDs and for download
from the BMC Electronic Product Distribution (EPD) website at : http://webapps.bmc.com/epd
Hperlink on EPD page Files downloaded from hyperlink
BMC Remedy ITSM Suite Preconfigured Stack Installer
8.1.00 for Microsoft Windows 2008 (64-bit) on Microsoft
SQL 2008 (64-bit)
BMCRemedyITSMSuitePreconfiguredStack8.1.00.Wi
ndows_mssql.zip
8.1.00 for Microsoft Windows 2008 (64-bit) with Oracle
11g (64-bit)
BMCRemedyITSMSuitePreconfiguredStack8.1.00.Wi
ndows_oracle.zip
8.1.00 for Solaris 10 on Oracle 11g (64-bit)
BMCRemedyITSMSuitePreconfiguredStack8.1.00.so
laris.tar.gz
8.1.00 for Red Hat Linux 5 Update 5 (64-bit)on Oracle
11g
BMCRemedyITSMSuitePreconfiguredStack8.1.00.lin
ux.tar.gz
Note
For a list of files to download from the EPD site and for instructions about how to perform the
download, see . Downloading the BMC Remedy IT Service Management Suite installation files
Proceed to Step 2 >>
Determining the system and hardware and software requirements
Make sure that the following requirements are met.
System requirements
The BMC Remedy ITSM Suite Preconfigured Stack installer requires the following system requirements for
Microsoft Windows and UNIX:
Minimum 12 GB free disk space for the installation directory.
Minimum 8 GB free space for local database and remote database.
( ) Minimum of 2.5 GB free space in the directory or file system. For Red Hat Enterprise Linux only /tmp /tmp
( ) Minimum of 2.5 GB free space in the directory or file system. For Oracle Solaris only /var/tmp
3 GHz dual processor.
Minimum of 3 GB free RAM during installation; 8 GB RAM during runtime; 8 GB main memory for optimal
performance.
( ) Minimum of 8 GB dedicated memory on the system. For VM environment
( ) Make sure that a minimum of 6 GB Swap Space is configured within When 6 GB UNIX systems are used
the system.
Hardware and software requirements
The hardware and software requirements are the same as those required for BMC Remedy AR System server
version 8.1.00. Check the compatibility matrix on the Customer Support website at for http://www.bmc.com/support
the hardware and software requirements.
Determining the operating system and database combination
The BMC Remedy ITSM Suite Preconfigured Stack installer supports the following operating system and database
combinations:
Microsoft Windows Server 2008 (64-bit edition) (Standard, Enterprise, or Datacenter) with Microsoft SQL
Server 2008 (64-bit) (Standard or Enterprise)
Oracle Solaris 10 with Oracle 11g (64-bit) (Standard, Enterprise, or RAC)
Note
Using the Oracle Instant client with the BMC Remedy ITSM Suite Preconfigured Stack
installer is supported. You must use the Oracle Full client. not
Red Hat Enterprise Linux 5 (Update 5) (64-bit) with Oracle 11g (64-bit) (Standard, Enterprise, or RAC)
Microsoft Windows Server 2008 (64-bit edition) (Standard, Enterprise, or Datacenter) with Oracle 11g (64-bit)
(Standard or Enterprise)
Note
BMC Remedy ITSM Suite Preconfigured Stack installer supports only Unicode database servers.
Preparing to install
Review the following information before installing BMC Remedy ITSM Suite Preconfigured Stack:
Uninstall the existing instances of BMC Remedy AR System server and its dependent applications. If the
installer detects an existing instance, the installation will not continue.
Note
The installer cannot run on an existing BMC Remedy ITSM Suite Preconfigured Stack
8.1.00 instance.
BMC recommends that the BMC Remedy AR System server and the database be installed on different
computers. However, the database can also be installed on the same local computer.
During installation, start the BMC Remedy AR System server in an unlicensed state. A message regarding
1.
2.
3.
4.
1.
2.
this is written to the file. After the server is licensed later, you can disregard this message. arerror.log
Use BMC Remedy ITSM Suite Preconfigured Stack to set up the development environment on a single
server.
Review the online documentation portal for BMC Remedy AR System and the other applications.
For Microsoft SQL Server 2008 (64-bit):
Install the latest service pack.
(Remote database installation only) For the database image restore operation to work correctly:
Ensure that the remote Microsoft SQL Server service startup account is a domain account.
On the system where the database is installed, open the Windows services.
Select the SQL Server service and view properties.
In the tab, select and enter the domain user credentials (for Log On This account
example, ). Ensure that the user has Administrator privileges. domain\user
Restart the Microsoft SQL server service for the changes to take effect.
The domain account must have permissions to access the directory on the computer where
BMC Remedy ITSM Suite Preconfigured Stack is installed. For example, from the remote
database server computer, the Microsoft SQL Server service startup domain user must be
able to access the \\localserver\c$\Program Files\BMC
directory, where is the Software\BMCRemedyITSMSuitePreconfiguredStack localserver
computer on which you have installed BMC Remedy ITSM Suite Preconfigured Stack.
For Oracle 11 : g
(For the database image restore operation to be successful) Set the Oracle redo log file size to at
least 500 MB, preferably 1 GB.
Add the following line to the Oracle initialization file:
CURSOR_SHARING:FORCE
For more information, see the "Oracle Cursor Sharing for BMC Remedy Products" white paper on the
Customer Support website ( ). http://www.bmc.com/support
You can use a tablespace that you previously created in Oracle 11 . g
Note
If you are using a RAC or ASM Oracle database, you create tablespaces before must
installing BMC Remedy ITSM Suite Preconfigured Stack. For more information about
creating tablespaces in RAC or ASM databases, refer to your Oracle documentation.
To use a previously created tablespace in BMC Remedy AR System:
In a SQL*Plus window, create the tablespace and temporary tablespace. For example:
CREATE TABLESPACE ARSystem
DATAFILE '/oracle/11.1.0/product/oradata/UNICODE/ARSys' SIZE 7000M REUSE
AUTOEXTEND ON;
CREATE TEMPORARY TABLESPACE ARTMPSPC
TEMPFILE '/oracle/11.1.0/product/oradata/UNICODE/artmp' SIZE 1000M REUSE
AUTOEXTEND ON;
2.
3.
4.
5.
Create a user.
CREATE USER ARADMIN IDENTIFIED BY AR#Admin#
DEFAULT TABLESPACE ARSystem TEMPORARY TABLESPACE ARTMPSPC
QUOTA UNLIMITED ON ARSystem;
Create a role for the user you created in step 2 above. For example:
CREATE ROLE ARADMINROLE NOT IDENTIFIED;
Set the privileges for the role. For example:
GRANT ALTER SESSION, CREATE CLUSTER, CREATE DATABASE LINK, CREATE SEQUENCE,
CREATE SESSION,
CREATE SYNONYM, CREATE TABLE, CREATE VIEW, CREATE PROCEDURE, CREATE
TRIGGER, QUERY REWRITE TO ARADMINROLE;
Grant the role to the user. For example:
GRANT ARADMINROLE TO ARADMIN;
Completing the installation parameters
This topic lists the installation parameters that require information to complete the installation.
Common installation parameters for all the operating system and database combinations:
Install location
JRE Path 64-bit JRE path (for all components).
BMC Remedy AR System Server Admin Name
BMC Remedy AR System Server Admin Password
BMC Remedy AR System Server TCP Port
BMC Remedy AR System Server Name Alias Make sure that the server is registered in the DNS server
and that you can use the ping command to connect to it.
BMC Remedy AR System Server Host Name or IP Address The host name of the physical system or
virtual system on which the BMC Remedy AR System server will be installed.
BMC Remedy AR System Server DB Port For example, the default for SQL Server is 1433.
BMC Remedy AR System Server DB Login ID User name of the administrator who has the permission to
create and modify the BMC Remedy AR System objects. The default is , but you can enter another ARAdmin
name in this field. (If you use another name, make sure you remember it.)
BMC Remedy AR System Server DB Password The default is , but you can enter another AR#Admin#
name in this field. The default password might not follow your company's standards. (If you use another
password, make sure you remember it.) If a password already exists, enter that password.
BMC Remedy AR System Data file Name
BMC Remedy AR System Log file Name
AR Server License Key
Database Administrator User Name
Database Administrator Password
DB Server Host Name or IP Address
Local DSO User Password
Mid Tier Administration Password
Application Service Password
Tomcat Installation Directory
Note
Because portmapper is used, you cannot specify the AR System Server port value during
installation.
Additional parameters for the Microsoft Windows 2008 (64-bit) and Microsoft SQL Server 2008 (64-bit)
operating system and database combination:
BMC Remedy Mid Tier home directory Location of the folder that stores definition folders and user-specific
configurations, such as preferences and saved searches.
BMC Remedy Developer Studio home path
BMC Remedy Developer Studio Workspace folder Location for storing BMC Remedy Developer Studio
projects.
Authentication Method
Windows Authentication (Windows Login and Windows Password)
SQL Server Authentication
Additional parameter for the Oracle Solaris 10 and Oracle Database 11 , the Red Hat Enterprise Linux 5 and g
Oracle 11 , and Microsoft Windows Server 2008 and Oracle 11 operating system and database g g
combinations:
Database client home path
Applying the AR Server License Key
You need to enter the AR Server License Key on the BMC AR System Server License information panel, to
complete the installation. For information about obtaining the AR Server License Key, see Also see, User licenses. L
. icense information for BMC Remedy ITSM Suite Preconfigured Stack
1.
2.
3.
4.
Note
If you enter an invalid AR Server License Key, the installer displays the following warning
message on the Install Summary screen: You have entered an invalid license key. Without a
valid license key, ITSM will not work properly due to restrictions in the amount of data that
In this case, manually add a valid License Key in the can be stored on an unlicensed system.
Add Remove Licenses page.
Running the installer
Navigate to the following directory, depending on your operating system:
(Microsoft Windows) BMCRemedyITSMSuitePreconfiguredStack\Disk1\InstData\VM
(UNIX) BMCRemedyITSMSuitePreconfiguredStack/Disk1/InstData/VM/
Perform the following action, depending on your operating system:
(Microsoft Windows) Double-click the file. setup.exe
(UNIX) Run . setup.bin
Follow the steps to complete the installation.
Click the button on the Installation Summary page to view the View Log bmcremedyitsmsuitepreconfigure
log file that contains the installation summary, warnings, or errors occurred during the dstack_install_log.txt
installation.
For more information, see . Troubleshooting the Installation
Post installation checks
After the installation of BMC Remedy ITSM Suite Preconfigured Stack 8.1.00 is complete, post-installation checks
are automatically run for the installed BMC Remedy AR System server components. Sample data is run as a part of
the post-installation checks that verifies if the components are installed and working correctly. The status of the
post-installation checks is displayed on the Installation Summary screen.
You can also run the post-installation checks through the BMC Remedy AR System Maintenance Tool using the He
tab. Using this tab, you can run the post-installation checks on the components selected during the alth Check
installation any number of times after the installation is complete. For more information, see Running a Health Check
.
License information for BMC Remedy ITSM Suite Preconfigured Stack
The following table lists the application and user licenses that are provided by default with BMC Remedy ITSM Suite
Preconfigured Stack 8.1.00.
You do not have to pay for the application licenses, but you must pay for the user licenses for the applications that
you use.
If you are not going to use a particular application, disable that user license, that is, set the value of the license to . 0
For example, if you are not going to use the Asset Management application, set the value of the BMC:Asset Mgmt
User Fixed license to . Even if you do not set the user license value to and you do not use that particular license, 0 0
you will not be charged. However, if the license is granted a token, you will be charged.
License type Number of licenses
BMC:Problem Mgmt User Fixed 15
BMC:Incident Mgmt User Fixed 15
BMC:Financial Mgmt User Fixed 15
BMC:Change Mgmt User Fixed 15
BMC:Asset Mgmt User Fixed 15
AR User Fixed
15
1
AR Server 1
BMC:SR Mgmt Application 1
BMC:Problem Mgmt Application 1
BMC:Incident Mgmt Application 1
BMC:Financial Mgmt Application 1
BMC:Change Mgmt Dashboard Application 1
BMC:Service Level Mgmt User Fixed 3
BMC:Service Level Mgmt Application 1
BMC:Change Mgmt Application 1
BMC:Asset Mgmt Application 1
BMC:Atrium CMDB Application 1
BMC Atrium Integration Engine 1
BMC Remedy Full Text Search 1
BMC Remedy Migrator 1
BMC Remedy DSO 1
1 The BMC Remedy AR System server license already provides 3 fixed user licenses. So the total number of user licenses is 15.
This topic describes the installation flow required to install a server group for BMC Remedy AR System, BMC Atrium
Core, and other BMC products. A server group consists of two or more BMC Remedy AR System servers
designated as part of a group that share the same database. Servers that belong to the same group can provide
backup for server operations that are allowed to run on only one server at a time. Critical operations have greater
availability because you can configure any server in the group to back up another server's operations.
The following topics are provided.
Before you begin
Overview of server group installation steps
Server group installation scenarios
Related topics
The application installer detects product installations on the primary BMC Remedy AR System server. The server
group installation performs the following actions on secondary BMC Remedy AR System servers:
Updates BMC Remedy AR System server configuration files with the product plug-in entries
Updates Rule Engine plug-in entries
Installs product binary files and plug-in files
Updates the AR System tag file
Note
Workflow is not installed on secondary BMC Remedy AR System servers during a server
group installation.
Before you begin
Review the following information carefully:
Identify the database that the server group will share, as well as the database login information and database
settings. All your AR System servers will connect to this database. You need this information before you
. install the applications on the primary server
Preparing for installation.
Installing the BMC Remedy ITSM Suite.
Planning a server group installation
Installing applications on the primary server
Note
If you are performing a new installation, make sure that the server is clean. A clean
system is one that has not had any BMC Remedy software previously installed on it. If
BMC Remedy software was installed on one or more of your servers, re-image the
system back to a state with no BMC Remedy products installed.
If you are installing a server group with a load balancer, enter the actual server name of
the server you are installing, not the name of the load balancer server.
If you are not using a load balancer for your server group, make sure that your network is
configured to resolve the server name. For information about load balancers and BMC
Remedy AR System, see Configuring a hardware load balancer with BMC Remedy AR
. System
Overview of server group installation steps
The following diagram illustrates the BMC Remedy IT Service Management Suite in a server group:
Installing BMC Remedy IT Service Management Suite on the primary server in a server group
To install the BMC Remedy IT Service Management Suite in a server group environment, install the applications on
. the primary BMC Remedy AR System server

1 Install the AR System server on the
primary server.
Install the AR System server, and
then activate the server and
. application licenses
Note
Because BMC
Remedy AR
System servers
in a server group
use the same
database, they
share licenses.
Each BMC
Remedy AR
System server
must have its
own server
license and
license key, but it
shares all other
licenses with the
other BMC
Remedy AR
System servers
in the group.
2 Install the BMC AR System Mid Tier
for the primary server.
Install the Mid Tier on a separate
computer. You use the Mid Tier to
configure the AR System server.
3 Install the BMC Atrium CMDB. To install BMC Atrium CMDB, you
must:
Configure the primary and
secondary servers.
Add BMC Atrium Core to the
server group.
Update the ranking in the
secondary server.
For more information, see Installin
. g Atrium Core in a Server Group
4 Install Atrium Integrator Server. The Atrium Integrator server can be
used in a server group environment
to distribute the jobs across multiple
Atrium Integrator Carte servers.
5 Install BMC applications. Install additional applications in the
ITSM suite, for example:
Installing BMC Remedy ITSM in
your server group
Installing BMC Service Request
Management in your server group
Installing BMC Service Level
Management in your server group
6 Configure the first server to be a
server group member.
This server functions as the primary
server in a server group.
7 Test and confirm that the first server
is working properly.
Confirm that the server is properly
configured in server group mode and
that everything is working properly.
Installing BMC Remedy IT Service Management Suite on the secondary server in a server group

8 Install the AR System server and
other applications in the secondary
server in the server group.
The installer automatically selects
the server group or upgrade option
based on the administrative
operations of the BMC Remedy AR
System server and the database
version under the controlled table.
For example, if the administrative
operations are enabled on the server
and the database version is an older
version, the installer selects upgrade
(forms are imported); otherwise the
installer selects server group (forms
are not imported).
9 Configure the secondary server for
the server group.
This server functions as the seconda
server in a server group. ry
Note
Repeat steps 8
and 9 for each
subsequent
server in the
group.
10 Configure the approval servers in
the server group.
Configure the server group so that if
one server stops working, another
server continues to process
approvals.
11 Test and confirm that the secondary
server is working properly.
Confirm that the secondary server is
properly configured in server group
mode and that everything is working
properly.
Finishing the installation of BMC Remedy IT Service Management Suite in a server group

12 Install BMC Atrium Web services on
the primary server.
You cannot install BMC Atrium Web
services in a server group. You must
install BMC Atrium Web services on
aseparatemachine and then
configure it for primary server in the
server group. See Installing BMC
Atrium Web services in a server
. group
13 Install the Atrium Integrator client
with the primary server.
Use the Atrium Integrator client to
edit, configure, and execute jobs on
the primary server.
14 Configure BMC Atrium Web services
on the secondary server.
On the secondary server, you must
configure the web services registry.

To install BMC Remedy IT Service Management applications in a server group environment, the BMC Remedy
ITSM application must first be installed on the primary BMC Remedy AR System server. The following table shows a
few examples of combination installation scenarios when a server group installation occurs.
Install these BMC Remedy ITSM
applications on your primary BMC
Remedy AR System server
Then install these BMC Remedy
ITSM applications on the
secondary servers in your server
group
that will be installed on the
secondary servers
Desk
Desk
Desk
Desk
Change Management
This scenario is not supported.
Desk
BMC Asset Management or BMC
Change Management or BMC
Service Desk
BMC Asset Management BMC Asset Management BMC Asset Management
BMC Asset Management BMC Asset Management, BMC
Change Management
Change Management
BMC Change Management, BMC
Service Desk
Change Management
BMC Service Desk This scenario is not supported.
Related topics
In a server group environment, other important topics include:
Installing additional language packs in a server group.
Installing BMC Atrium Core online help in a server group.
This section describes how to install the first server in the server group installation. These procedures assume that
you have downloaded the software and are ready to go.
1.
2.
3.
4.
Important
Identify the database and IP address that the server group will share, as well as the
database login information and database settings. All your AR System servers will
connect to this database.
On Microsoft Windows, you must be logged on as a domain user on the server rather
than a local user when performing installations. The installer needs to copy files to the
database server. On UNIX, you must also be logged on with a user who has permissions
to copy files to the database server.
To install BMC applications on the primary server
Read through the instructions for each step before attempting to perform the procedures. carefully
Install the BMC Remedy AR System server.
The first server needs to be set up and configured as a standalone server when installed. Following the
installation, the server is manually configured to be a server group member.
Back up the BMC Remedy AR System database.
This enables you to restore BMC Remedy AR System to its pre-installation state if you encounter problems.
Note
The product workflow is installed in overwrite mode.
Install the BMC Remedy Mid Tier installation on the computer that hosts the web server.
Identify the computer that you will use to host the web server and install the mid tier there. You use the mid
tier to:
Confirm that the product installations are working correctly
Access the server administration console to perform configuration options
Access all the other AR System servers in your server group
Note
BMC recommends that you install the mid tier on a different computer than the
computer where you installed the AR System server. Depending on the
environment and performance considerations, you can install the mid tier on the
same system as the AR System server, but this is not recommended except in test
environments, not production environments.
4.
5.
6.
Test that the installation is working correctly by opening the mid tier and confirming that the forms render in
the mid tier interface.
Activate the Remedy AR Server License on the first server.
Install other BMC Remedy products on the first server (when repeating step 5, make sure to install the
correct product license for the specific product being installed).
BMC recommends that you install the products in the following order:
BMC Atrium Core
Installing the AR System server and Mid Tier in your server group
In this topic:
Choosing products
The suite installer guides you step-by-step through the installation process. When you start the installer, you can
choose one or more features to install at one time. Because certain applications depend on a specific set of
features, you need to run the installer multiple times to install all of the features in the solution. For example, you first
install the AR System server on one computer and then run the installer a second time to install the mid tier on a
different computer.
Recommendation
network (WAN).
Choosing products
AR System Servers Installs the BMC Remedy AR System server, Approval Server, Assignment Engine,
1.
2.
AR System Mid-Tier Installs the BMC Remedy Mid Tier only (and Crystal Web Application if BOXI
installation is available).
AR System Clients Installs BMC Developer Studio (and the Localization Toolkit), BMC Remedy Data
Import, and BMC Atrium Integrator Spoon.
This option is for Microsoft Windows only; it is not available for Linux or UNIX.
Minimum set of features need to install other BMC
products
BMC Application Minimum set of features
BMC Atrium Core
AR System Server
Approval Server
Assignment Engine
BMC ITSM
AR System Server
Approval Server
Assignment Engine
AR System Server
Approval Server
Assignment Engine
AR System Server
Approval Server
Assignment Engine
DVD.
2.
3.
4.
5.
6.
7.
a.
b.
c.
d.
8.
9.
10.
11.
12.
1.
2.
3.
4.
5.
Select . Install
Select and de-select the other options. AR System Servers
(UNIX or Linux). System
Click . Next
Enter the values from the for the features that you want to install. planning worksheet
Note
Click . Next
the installation:
System server.
Unzip the suite installer and open the folder. ARSuiteKitWindow
5.
6.
7.
a.
b.
c.
d.
8.
9.
10.
11.
12.
13.
14.
15.
1.
2.
3.
Select . Install
Select and de-select the other options. AR System Mid-Tier
(UNIX and Linux). System
Click . Next
Enter the values from the planning worksheet for the Mid Tier.
Click . Next
the installation:
). sp
Log out.
Testing the mid tier in your server group
Testing the mid tier in your server group
To make sure that the mid tier is functioning correctly, verify that you can access the configuration page and one or
more forms.
To open the configuration page, enter the following URL in the BMC Remedy Mid Tier Configuration Tool:
http://<hostName>:<port>/<midTierName>/shared/config/config.jsp
Configure your preference and home page servers.
For more information, see and Setting user preferences and customizations introduction Configuring home
. page preferences
To open forms, enter:
3.
http://<hostName>:<port>/<midTierName>/forms/<ARSystemServerName>/<formName>/<vie
wName>
The default ports are:
8989 (Oracle Java System)
7001 (WebLogic)
9080 (WebSphere)
8080 (JBoss)
Activating application licenses (server groups)
To add information to BMC Remedy applications, you must
have a BMC Remedy AR System write license (fixed or
floating). You must also have the appropriate application
licenses to create or modify entries in the Application
Administration Console. These requirements supersede the
BMC Remedy AR System Submitter Mode settings
documented in . Setting license options
To determine the host ID and add a new license
To add licenses to BMC applications
Adding application licenses to BMC Remedy AR System 7.5.00 patch 003 and later
A is a value that enables you to activate a license. Licensing requirements vary, depending on which license key
version of BMC Remedy AR System you use. Depending on the components that you use, you might need several
licenses to activate an application. You must activate the licenses before installing the applications. You must know
running the applications when you request a license key. the host ID of the system
To add licenses to BMC Remedy ARSystem 7.5.00 patch 003 or later, you can enter them into a form or import
them from a file. Licenses are active as soon as they are added to the server.
Note
You must activate the licenses installing the applications. before
The license type of a user cannot be changed to Fixed more than three times in one
week.
If you have questions about licensing requirements, contact Customer Support. For more information, see also Addi
. ng licenses
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
To determine the host ID and add a new license

From your browser, log on to BMC Remedy ITSM.
From the list of applications on the IT Home page, select ARSystem Administration> ARSystem
. Administration Console
In the navigation pane, select . System> General > Add or Remove Licenses
The Add or Remove Licenses form appears.
Copy the host ID.
Open a browser and go to the BMC Customer Support Site.
Log on and click . Licensing and Passwords
Click . Request a New License
Click . I Agree
Enter the purchase order number and quantity of each license required.
Select the BMC Remedy ARSystem Server version.
11.
12.
13.
14.
15.
16.
17.
18.
19.
a.
b.
c.
20.
Paste the host ID that you copied from the Add or Remove Licenses form into the Host ID field and click Req
. uest License
Copy the License Key.
Go back to the Add or Remove Licenses form.
Click . Add New
From the License Type field, select ARSystem Server.
Enter 1 as the number of licenses.
Enter the license key in the License Key field.
Click . Save
Add licenses whenever you need them from the Add or Remove Licenses page.
Tip
Add only one license key per application, but you should add enough user licenses for the
various BMC Remedy ITSM applications that you are using.
From the list displayed, select the type of license that you want to add.
The License Type field is updated with the license type that you selected.
Select the number of licenses and enter the license key, if applicable.
Click . Add New
Click to communicate license usage to your support and account Generate License Usage Report
representatives.
Note
Versions 7.5.00 patch 003 and later of BMC Remedy ARSystem do not require keys for
application licenses; keys are required only for BMC Remedy ARSystem server licenses.

1.
2.
3.
4.
5.
a.
b.
c.
d.
e.
6.
To add licenses to BMC applications

Licenses are active as soon as they are added to the server. Make sure that you have your AR Server license key
from BMC Customer Support.
Log into the AR System server ( ) as . http://<midTierServer>/arsys/shared/login.jsp?/arsys Demo
Open the AR System Administration Console by clicking Applications > AR System Administration > AR
. System Administration Console
In the AR System Administration Console, click . System > General > Add or Remove Licenses
Copy the Current Host ID.
You use the Host ID to create the AR System server license.
Create the AR System server license.
Click . Add New
In , select . License Type AR Server
Note
You can add only one entry for each license type except server licenses (multiple
server licenses are distinguished from each other by license keys). To increase or
decrease the number of licenses available for other license types, modify the
existing entry.
Enter for the . 1 Number of Licenses
indicates the license is inactive. 0
Copy the license key that you received from BMC Customer Support into the field. Key
Do not modify the contents of this field unless instructed to do so by BMC or a qualified BMC partner.
Click . Save
You are informed that your AR System server is now licensed.
Add additional new licenses as needed.
The following table lists the licenses you must apply to the AR System server you start installing other before
BMC products.
BMC application License type
6.
BMC Atrium Core AR System server license
AR User Fixed
BMC Asset Management AR Server license
AR User Fixed (at least 20 if you install sample data)
Atrium CMDB Application license
Financial Management Application license
Financial Management User fixed license
Asset Management Application license
Asset Management User fixed license
BMC Change Management AR System server license
Change Management Dashboard Application
license
Change Management Application license
Change Management User fixed license
BMC Incident Management AR System server license
Incident Management Application license
Incident Management User fixed license
BMC Problem Management AR System server license
Problem Management Application license
Problem Management User fixed license
BMC Knowledge Management AR System server license
AR User Fixed
BMC Remedy Full Text Search
6.
BMC Service Request Management AR System server license
AR User Fixed
BMC:SR Mgmt Application
BMC Service Level Management AR System server license
AR User Fixed
BMC Service Level Management license
Tip
Add only one license key per application. However, you should add enough user licenses for the
various BMC applications that you are using.
Adding application licenses to BMC Remedy AR System 7.5.00 patch 003 and later
To add licenses to BMC Remedy ARSystem 7.5.00 patch 003 or later, you can enter the licenses into a form or
import them from a file. Licenses are active as soon as they are added to the server.
You can add or import licenses from the BMC Remedy ARSystem Administration Console.
For more information about adding licenses to BMC Remedy ARSystem 7.5.00 patch 003 or later, see Adding
licenses.
Installing Atrium Core in a Server Group
Installing BMC Atrium CMDB in a server group
Installing Atrium Core in a Server Group
This section provides an overview of how to install BMC Atrium Core components on the primary and secondary
servers in a server group.
The following topics provide information and instructions
for installing BMC Atrium Core in a server group:
Installing Atrium Integrator server in a server group
Installing BMC Atrium Web services in a server group
Installing other components in a server group
Before you begin
Complete the . pre-installation procedures
Review the . recommendations
1.
2.
Steps
The following diagram illustrates the BMC Atrium Core components in a server group:
Steps to install BMC Atrium Core components in a server group
1 Install Atrium CMDB in server group To install BMC Atrium CMDB you
need to:
Add BMC Atrium Core to the
server group.
Update the ranking in the
secondary server.
For more information, seeInstallin
g BMC Atrium CMDB in a server
. group
2 Install BMC Atrium Integration
Engine in a server group
BMC recommends to manage your
data migration tasks use Atrium
Integrator server.
See:
Installing Atrium Integrator
server in a server group.
Migrating existing data
exchanges to Atrium Integrator.
3 Configuring BMC Atrium Web
services for server group
You cannot install BMC Atrium Web
services in a server group. You must
install BMC Atrium Web services on
aseparatemachine and then
configure it for the server group.
See,Installing BMC Atrium Web
. services in a server group
Further, on the secondary server,
you need to configure the web
services registry. See,Configuring
BMC Atrium web services registry
. for AR system server group
4 Install Atrium Integrator in server
group
The Atrium Integrator server can be
used in a server group environment
to distribute the jobs across multiple
Atrium Integrator Carte servers.
For more information about Atrium
Integratorwith multiple carte
servers, see
Installing Atrium Integrator server
in a server group.
Atrium Integrator in a server
group environment.
5 Other components In server group environment, install
the :
Language packs only on the
primary server. See, Installing
additional language packs in a
. server group
Online help only on the primary
server. See, Installing BMC
Atrium Core online help in a
. server group
Configuring primary and secondary servers (before BMC Atrium Core installation)
Configuring primary and secondary servers (before BMC Atrium Core installation)
This section describes how to configure the primary and secondary servers in a BMC Remedy AR System server
group you start the BMC Atrium Core installation. before
In this topic:
Configuring the primary server
1.
2.
3.
4.
5.
6.
1.
2.
3.
4.
5.
6.
7.
Configuring the secondary server
Warning
If you deleted or modified the Server Group Operation Ranking form entries for BMC Atrium
CMDB (which some users do to avoid error messages during AR System server startup), make
sure you reestablish the rankings before you install BMC Atrium Core. You must set the rankings
for BMC Atrium CMDB, Integration Engine, and Reconciliation Engine in the Server Group
Operation Ranking form of each server in the group, making the BMC Atrium CMDB value the
same as the Administration ranking value.
Configuring the primary server
Follow the procedure in this section to configure the primary server to enable the installer to find the AR System
server information.
To configure the primary server
From a browser, open the AR System Administration Console.
From the tab, clear the check box. Configuration Server Group Member
Note
The value of in the file (Windows) or file (UNIX) of Server-Group-Member ar.cfg ar.conf
the primary server now changes to F. If you do not select Server Group Member, the
value of in the or the file is set to F. Server-Group-Member ar.cfg ar.conf
From the tab, set the to match the settings in the hosts file. Platforms Server Name Alias
For example, if your entry in the hosts file looks like this:
102.54.94.97 rhino.acme.com rhino.
The is rhino. From the tab, set the to rhino. Server Name Alias Platforms Server Name Alias
Set the to the same value as that of . Server-Connect-Name Server Name Alias
Restart the primary server.
Configuring the secondary server
Follow the procedure in this section to configure the secondary server to enable the installer to find the AR System
server information.
To configure the secondary server
From a browser, open the AR System Administration Console on the primary server.
From the tab, select the check box. Configuration Server Group Member
From a browser, open the AR System Administration Console on the secondary server.
Choose . System > General > Server Information
From the tab, select the check box. Configuration Server Group Member
7.
8.
9.
10.
1.
2.
3.
a.
b.
4.
1.
2.
a.
b.
3.
4.
5.
6.
Repeat step 4 through step 6 for all the members of the server group.
Note
The value of in the or the file of the secondary Server-Group-Member ar.cfg ar.conf
server is now set to T.
From the tab, set the to match the settings in your hosts file. Platforms Server Name Alias
Set to the same value as that of . Server-Connect-Name Server Name Alias
Restart the secondary server.
When installing BMC Atrium CMDB in an AR System server group, you must first install BMC AR System server and
BMC Atrium CMDB on the primary server and then install BMC AR System server and BMC Atrium CMDB on the
secondary server.
To install BMC Atrium CMDB on the primary server
Install AR System server on the primary server. See Installing BMC Remedy AR System (new installations)
Install BMC Atrium CMDB on the primary server. See . To install BMC Atrium CMDB on a single computer
Perform the following tasks through the BMC AR System Administrator console:
Configuration> Select the check box. Server group member
Advanced> Enter the Server group name.
To install BMC Atrium CMDB on the secondary server
Before you begin installation on the secondary server, ensure that the primary server is up and running.
Install AR System server on the secondary server. See Installing BMC Remedy AR System (new
. installations)
Perform the following tasks through the BMC AR System Administrator console:
Configuration> Select the check box. Server group member
Advanced> Enter the Server group name.
On the secondary server, in AR System Server Group Operation Ranking mode, update secondary server
ranking to "2".
Restart thesecondary server.
Install BMC Atrium CMDB on the secondary serveras described inTo install BMC Atrium CMDB on a single
. computer
Restart thesecondary server.
6.
1.
2.
1.
2.
3.
Note
Follow the same procedure to install BMC Atrium CMDB on the remaining computers in
the server group.
The Atrium Integrator server can be used in a server group environment to distribute the jobs across multiple Atrium
Integrator Carte servers. For more information about Atrium Integratorwith multiple carte servers, see Atrium
. Integrator in a server group environment
Before you install Atrium Integrator server in AR system server groupenvironment consider the following:
Atrium Integrator only supports load-balancing capability in an AR System server group environment.You
can install Atrium Integrator server on the secondary server if you want multiple carte servers.
When you choose to install the Atrium Integrator server on a secondary server, the installation program
detects the presence of Atrium Integrator server on the primary server.
To install Atrium Integrator server on the primary server
Install the Atrium Integrator server on the primary server as described inTo install Atrium Integrator server on
. a single computer
To install Atrium Integrator server on the secondary server
Stop all the members of the server group except for the primary server and the one on which you want to
install the Atrium Integrator server.
Install the Atrium Integrator server on the secondary server as described inTo install Atrium Integrator server
. on a single computer
Stop and start all the members of the server group.
Note
Follow the same procedure to install the Atrium Integrator server on all the members of
the AR System server group.
Installing BMC Remedy ITSM in your server group
Installing BMC Service Request Management in your server group
Installing BMC Service Level Management in your server group
Configuring the first server to be a server group member
1.
2.
1.
2.
You cannot install BMC Atrium Web services directlyin a
server group. BMC recommends to install BMC Atrium Web
services on aseparatemachine and then configure it for the
server group.
To install BMC Atrium Core Web services in a server group
BMC Atrium Core Web services on aseparatemachine. See,Installing BMC Atrium Core Web Services
. components on a single computer
Configure the BMC Atrium Core web services registry on the secondary stack. See,Configuring BMC Atrium
. web services registry for AR system server group
Installing Atrium Integrator client
Configuring BMC Atrium web services registry for AR system server group
Configuring server groups
BMC Atrium Core does not provide load-balancing support
for BMC Atrium web services components in an AR System
server group environment. Instead, you can configure the
AR System server group for providing redundancy
capabilities to the web services components. For this, you
need toupdatethe BMC Atrium web services registry on
the secondary servers.
To configure BMC Atrium web services registry for AR system server group
On the secondary AR system server, go toGeneral > Server information > WS Registry Integration.
Server information screen
Enter the Web service registry location.
2.
3.
4.
5.
6.
http://<hostname>:<portNumber>/uddi
Enter the Registry Admin User name.
Enter the Registry Admin password.
Click . Update Registry
Click . OK
Installing other Atrium Core components in a server group
Note
The links in this topic go to the BMC Atrium Core documentation.
This topic provides instructions for installing additional components in a server group.
To install additional language packs in a server group
You must install additional language packs only on the primary server. See,Installing additional language packs on
. a single computer
To install BMC Atrium Core online help in a server group
You must installOnline help only on the primary server. See,Installing BMC Atrium Core online help on a single
. computer
If yourenvironmentisheterogeneous (Windows, UNIX and Linux servers)use the Atrium Integrator client to edit,
configure, and execute jobs in BMC Atrium Integrator Spoon.
Consider the following before installing the Atrium Integrator client:
The Atrium Integrator client can only be installed on a single computer using the Microsoft Windows
operating system and with BMCAR System server.
You cannot install the Atrium Integrator client on the same computer where the Atrium Integrator server is
installed.
Before you install the Atrium Integrator client, make sure that:
AR Pentaho Spoon client version 8.1.00 is installed.
AR System client that the application connects to is up and running.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
The Atrium Integrator client installer writes log files to the (Windows) directory. Temp
To install Atrium Integrator client
Download the Atrium Integrator client installer, or navigate to the installation directory on the DVD.
Navigate to the folder. AtriumIntegratorClient > Disk 1
Start the installer by running . setup.cmd
On the Directory Selection window, navigate to the directory in which you want to install the Atrium Integrator
client.
The default location is . C:\Program Files (x86)\BMC Software\AtriumIntegratorClient
Click . Next
In field, navigate to the directory where AR client is installed. AR Client Directory Selection
Click . Next
In the Install Selection panel, click . Next
In the Java panel, enter the JDK and JRE path. Enter the values from the planning spreadsheet for the
features that you want to install.
The installer validates your input, and then the Installation Preview panel appears.
Click . Next
the installation:
C:\Users_<installUser>_\AppData\Local\Temp\atriumintegratorclient_install_log.txt
Click to exit the BMC Atrium Integrator client installer. Done
Installing BMC Remedy ITSM in your server group
The BMC Remedy ITSM Suite installer enables you to deploy the following ITSM products in your IT environment.
1.
2.
3.
4.
This topic contains the following sections:
Before you begin
Install an initial product, and then run the installer a second time to install multiple components.
Re-run the installer . to apply the multi-tenancy fixes
Note
During installation, the appe Multi-tenancy Workflow Customization Information panel
ars if you installed the 8.1 version of BMC Service Request Management.
Before you begin
Apply the appropriate ITSM licenses to the AR System server you start installation. before
Install Atrium Integrator Server you start installation. before
If you are installing BMC Knowledge Management, license and install Full Text Search on the AR System
server. The installer disables FTS indexing before the installation (if it is already enabled) and enables FTS
indexing before the end of the installation.
Recommendation
network (WAN).
If you install the sample data, apply at least 20 AR User Fixed licenses for each ITSM
application. Sample data is installed only if you install the entire ITSM suite, not a single
product.
DVD.
4.
5.
6.
7.
a.
b.
c.
8.
9.
Note
Click . Next
(such as BMC Remedy Asset Management, BMC Remedy Change Management, and so on).
Select one or more ITSM applications to install, and then click . Next

9.
10.
11.
12.
13.
14.
15.
16.
the model.
customizations?
customizations.
you reconciled the
customizations.
apply it now?
appear.
now.
later.
Enter the values from the for the applications that you want to install. planning spreadsheet
The installer validates your input, and then the panel appears, listing the product and Installation Preview
product features that will be installed. You are nearly finished with the ITSM installation.
Click . Install
the installation:
16.
1.
2.
3.
4.
Related topics
The BMC Service Request Management installer enables you to deploy BMC Service Request Management
features in your IT environment.
applications in the BMC Service Request Management solution. For example, you can re-run the installer multiple
Before you begin
Apply the SRM (BMC:SR Mgmt Application) and Financial Management (BMC:Financial Mgmt Application) licenses
to the AR System server you start installation. before
To install BMC Service Request Management
Recommendations
network (WAN).
Download the BMC Service Request Management installer from EPD, or navigate to the installation directory
on the DVD.
The default location is . C:\<downloadDirectory>\BMCServiceRequestManagement8.1.00.windows\Disk1
(UNIX) Log on as and run . root setup.sh
4.
5.
6.
7.
a.
b.
c.
8.
9.
10.
11.
12.
13.
14.
15.
16.
as a non-root user, you must log in to the UNIX system under the same UNIX user ID that was used
are (Windows) and C:\Program Files\BMC Software\BMCServiceRequestManagement /opt/bmc/
(UNIX or Linux). BMCServiceRequestManagement
Click . Next
In the panel, click to install the sample data. Sample Data Next
Otherwise, click and then click . No Next
Click . Next
On the panel, select any application that is installed on a computer on Integration Applications remote
which you are not installing BMC Service Request Management.
Change Management
Incident Management
Click . Next
product features that will be installed. You are nearly finished with the BMC Service Request Management
installation.
Click . Install
the installation:
C:\Users\<installUser>\AppData\Local\Temp\bmcsrm_install_log.txt
Click to exit the BMC Service Request Management installer. Done
After completing the BMC Service Request Management installation or upgrade, flush the Mid Tier cache.
Related topics
Note
you:
customizations.
Before you begin
installation.
licenses.
1.
2.
3.
4.
5.
6.
7.
a.
b.
c.
d.
e.
8.
Recommendations
network (WAN).
the CD.
Note
Click . Next
Note
8.
9.
10.
Click . Next
the model.
customizations?
customizations.
you reconciled the
customizations.
10.
11.
12.
13.
14.
15.
16.
17.
18.
apply it now?
appear.
now.
later.
Click . Install
the installation:
Related topics
1.
a.
b.
c.
d.
e.
2.
a.
b.
c.
d.
e.
f.
Before you begin
Open the text file of the servers in the server group that you previously created. It should list the entire set of IP-Nam
entries. Each server must have the same set of entries containing all resolvable names for each server. e
To configure the first server to be a server group member
Make the server a server group member.
In a browser, open the Home page of the first server.
Choose . Administration Console > System > General > System Information
Select the check box. Server Group Member
Click . Apply
Edit the file on the first server computer. ar.cfg
Open the file in a text editor. <ARSystemInstallDir>\ARSystem\Conf\ar.cfg
Confirm that the setting is set to ( ). Server-Group-Member T Server-Group-Member: T
Ifthe setting is set to , change it to . If you do not see this setting, create it and set it to . F T T
Check for an entry called . If it exists, verify that is set to a name that resolves to your Server-Name
load balancer. If it is not, modify the setting's value so that it is. If the entry does not exist, create it,
and set it accordingly. For the example, the name is . RemedyServerGroup
Check for an entry called . If it exists, verify that it is set to the name of the Server-Connect-Name first
server. If it is not, modify the setting's value so that it is. If the entry does not exist, create it, and set it
accordingly. For the example, the name of the first AR System server is . svr_grp_tst0
Check for an entry called . If it exists, verify that it is set to the domain that resolves to Domain-Name
the load balancer when the Server-Name
and are concatenated. If it is not, modify the setting's value so that it is. If the entry Domain-Name
does not exist, create it, and set it accordingly. In the installation example, if the fully qualified host
name that resolves to the load balancer is , then should be , and test.svgroup.com Server-Name test
should be . Domain-Name svgroup.com
Create an entry for every possible way a client could connect to of the servers in the IP-Name all
server group.
2.
f.
g.
3.
1.
2.
3.
Tip
Copy and paste the servers from your server list, which you created in Planning
. where software is installed in server groups
In the example scenario, the following entries are added for the first server:
IP-Name: svr_grp_tst0
IP-Name: svr_grp_tst0.svgroup.com
IP-Name: svr_grp_tst0.test.svgroup.com
IP-Name: 192.161.135.31
Create the same number of entries for each of your AR System servers. The example scenario uses
only two servers. The following entries are added:
IP-Name: svr_grp_tst3
IP-Name: svr_grp_tst3.svgroup.com
IP-Name: svr_grp_tst3.test.svgroup.com
IP-Name: 192.163.122.40
Save the file and restart the server. ar.cfg
Related topics
Open the text file of the servers in the server group
Testing and confirming that the first server is working properly
Testing and confirming that the first server is working properly
After the server is rebooted, perform the following procedures to confirm that it is properly configured in server group
mode and that everything is working properly.
In a browser, open the AR System Server Group Operation Ranking form:
http://<midTierServer>:<portNumber>/arsys/forms/
<ARSystemServer>/AR+System+Server+Group+Operation+Ranking/
Click in the top-left corner to view all current rankings. Search
3.
1.
2.
3.
4.
5.
Verify that all of the BMC applications and components are listed, and that they are all set to Rank 1.
Installing applications on the secondary server
Installing applications on the secondary server
Repeat this set of procedures for each additional server, following the initial server installation.
This section describes how to install and configure the next server in the server group installation (servers B Z).
These procedures assume that you have downloaded the software.
Open the mid tier on the first server and add the AR Server license for the next server.
To add the license, you can determine the server host ID by using theipconfig /allcomm
and on your computer to . Obtaining BMC Remedy license keys
Install BMC Remedy AR System.

When installing the second server and all servers afterward, theServer Groupoption is not displayed
because the installer automatically detects this information based on the database details provided during
installation and the installation continues. Remember that you are using a common database that the server
group shares, as well as the database login information and database settings. All your AR System servers
will connect to this database.
If you plan to use the portmapper with your server group installation, do not specify the
port number for the AR System server installation. If you specify a port number, that tells
the system that the AR System server is not using portmapper.
Log on to the BMC Remedy Mid Tier Configuration Tool and add the AR Server.
If you are using a load balancer, configure it so that it does not route traffic to the primary server during the
installation or upgrade.
After the AR System server is installed, install other products in the following order:
BMC Atrium Core
5.
i.
ii.
iii.
6.
BMC Remedy IT Service Management
To install BMC Service Level Management on a secondary server, perform the following steps:
Run the installation.
When the panel appears, select Application Overwrite Selection Reinstall SLM
and then click . Application Next
Verify the options and then click to continue the installation. Next

Make sure to use the server group installation method. This server group method is automatically
selected in most cases, as the products and component installations can see that the already installed
AR Server is setup as a server group. Each of the product installations handle that a little differently
and most of them display some type of message indicating that they recognize the server group and
are installing as such.
Verify that each product or component is working before you attempt to install another product or
component.
To install the next server, go back to step 1, and repeat the process.
Repeat this until all servers are installed and configured.
If this is the last server you are installing, you are now finished.
If the product you are installing was already installed and licensed on the first server, you
do not need to install a license for it. With server groups, each license (other than the AR
System server license) needs to be installed only once.
Related topics
Configuring the next server for the server group
Configuring the next server for the server group
1.
a.
b.
c.
d.
e.
2.
a.
b.
c.
d.
e.
f.
g.
Before you begin
Open the text file of the servers in the server group that you previously created. It should list the entire set of IP-Nam
entries. Each server must have the same set of entries containing all resolvable names for each server. e
To configure the next server for the server group
Confirm that the server isa server group member.
In a browser, open the Home page of the first server.
Choose . Administration Console > System > General > System Information
Verify that the check box is selected. If it is not, select it. Server Group Member
Click . Apply
Edit the file on the second (third, fourth, and so on) server computers. ar.cfg
On a Microsoft Windows server, open the file in a <ARSystemInstallDir>\ARSystem\Conf\ar.cfg
text editor.
Confirm that the setting is set to ( ). Server-Group-Member T Server-Group-Member: T
Ifthe setting is set to , change it to . If you do not see this setting, create it and set it to . F T T
Check for an entry called . Server-Name
If it exists, verify that is set to a name that resolves to your load balancer. If it does not, modify the
setting's value so that it does. If the entry does not exist, create it, and set it accordingly. For the
installation test example, the name is . RemedyServerGroup
Check for an entry called . Server-Connect-Name
If it exists, verify that it is set to the unique name of the server (or third, or forth, and so on). If second
it is not, modify the setting's value so that it is. If the entry does not exist, create it, and set
accordingly. For the installation test example, the name of the second AR System server is svr_grp_t
. st3
Check for an entry called . Domain-Name
If it exists, verify that it is set to the lowest subdomain name used in your implementation. If it is not,
modify the setting's value so thatit is. If the entry does not exist, create it, and set it accordingly. For
the example, the lowest subdomain name is . test.svgroup.com
Open the text file that you created with the entries for all servers in the server group, when IP-Name
you were configuring the first server.
2.
g.
h.
1.
2.
3.
a.
b.
c.
d.
Copy and paste the text with the entries for all servers into . IP-Name ar.cfg
Save the file and restart the server. ar.cfg
Related topics
Opening the text file of the servers in the server group
Configuring the approval servers in a server group
Testing and confirming that the current server is working properly
Configuring the approval servers in a server group
In an AR System server group environment, two or more servers share the same database. If one server stops
working, another one continues to process approvals.
In a server group environment, when an AR System server becomes unavailable, the newly active AR System
server performs the following actions:
Sets in the ( ) file on the unavailable server. This indicates Approval-Server-Suspended: F ar.cfg ar.conf
that the approval server on that AR System server is unavailable for processing.
Sets in the local ( ) file. The local approval server begins Approval-Server-Suspended: T ar.cfg ar.conf
processing the approval requests.
Consider that servers with the following configuration are used to set up a server group named SvrGrp:
Server type Server name Processor
architecture
Processor
type
Available
RAM
Operating
system
Database
AR System SvrA SPARC Dual 4 GB Solaris 10 -
AR System SvrB SPARC Dual 4 GB Solaris 10 -
Database DataSvrC SPARC Quad 16 GB Solaris 10 Oracle 10g
Instance
name:
svrgrpdb
To configure the approval servers in a server group
Install the AR System server on so that hosts the AR System server data files. SvrA svrgrpdb
Install the AR System server on . Use as or . SvrB svrgrpdb Database Name Connection String
Log in to , and perform the following steps: SvrA
In the AR System Administration Console in a browser, choose System > General > Server
. Information
On the tab, select the check box. Configuration Server Group Member
Click to apply the changes. OK
3.
d.
4.
5.
a.
b.
c.
d.
1.
Restart the server for the changes to take effect.
Repeat step 3 for . SvrB
Note
The change in is effective only when all servers in the group are Server Group Name
restarted.
Log in to any one of the servers, and perform the following steps:
Open the AR System Server Group Operation Ranking form.
Configure the approval server operation of Server to hold Rank 1, and save the form. SvrA
Configure the approval server operation of Server to hold Rank 2, and save the form. SvrB
Restart and for the changes to take effect. SvrA SvrB
Related topics
After the server is rebooted, perform the procedures listed below to confirm that it is properly configured in server
group mode and that everything is working properly.
Before you begin
Review server group planning to make sure that you understand how you want to distribute the applications and
components in the server group, especially the following:
Setting failover rankings for servers and operations
Server groups overview
Server roles
Example configurations
To test and confirm that the current server is working properly
In a browser, open the form: AR System Server Group Operation Ranking
1.
2.
3.
4.
http://<midTierServer>:<portNumber>/arsys/forms/
<ARSystemServer>/AR+System+Server+Group+Operation+Ranking/
Click in the top-left corner of the screen to view all current rankings. Search
When you finish installing all the applications and components on all the servers in the server group, verify
that all of the BMC applications and components are listed for all installed servers.
Manually set the rankings of the applications and components in the servers in the server group.
(Click the image to expand it.)
You use the form to distribute the load; however, there are AR System Server Group Operation Ranking
may different ways to do this and each decision is based on the specific implementation. Here you define the
fail-over ranking of the applications and components in the remaining servers if, for example, Server 1 fails.
For example, set the Approval Server on the second server to 2 and to 3 on the third server.
Note
If you used the BMC Remedy ITSM Suite Preconfigured Stackinstaller, you can skip the
next step because all of the applications have already been installed on the current
server.
Installing silently
You can run the installer in silent mode, such as in a headless environment on UNIX, or on multiple systems at the
same time.
The following sections describes how to create a file that contains the installation options and then how to silent.txt
run the installer in silent mode:
Creating a silent.txt file
Example silent installation files
Options for the silent .txt file
Running the installer in silent mode
Installing Help using silent mode
Installing BMC Service Management Process Model in silent mode
Creating a silent.txt file
Before running the silent installer, you must create a file that contains the installation options. silent.txt
1.
2.
3.
4.
Note
A sample input template file named is packaged in the BMCRemedyITSMSuite-ini-template.txt
installation disk in the folder for further BMCRemedyITSMSuite\windows\Disk1\utility
reference.
To create a silent.txt file
Create the file using the following options. silent.txt
Option Description Example
-P Sets the installation directory for a
product.
-P
installLocation=filePath
Windows: -P
installLocation=C:\Progra
mFilesBMCSoftware\ARSys
UNIX: tem -P
installLocation=/opt/bmc/
ARSystem
-J Specifies Java properties that
correspond to user inputs.
-J HOST_NAME=foo.bar.com -
J LOGIN=admin -J
PASSWORD=admin
-U Uninstalls a product or an
individual feature.
It does not remove any Note:
database objects.
(for -U productproductName
example, -U
productBMCRemedyITSMSuite
)
Make sure there are no Ctrl+M characters in the file on UNIX. silent.txt
Make sure to include the appropriate and switch with each option. -P -J
In the file, add or modify the options for the installation to run. See the following table for details: silent.txt
Parameters for the silent.txt file
Option Description
Installation Location
-P installLocation= The installation path for the application and
components on the BMC Remedy ARSystem
server.
Features
4.
-J APPLICATIONS _TO_INSTALL Type the name of one or more BMC Remedy ITSM
applications, each separated by a comma. Values
include:
ASSET_MANAGEMENT, SERVICE_DESK,
CHANGE_MANAGEMENT,
KNOWLEDGE_MANAGEMENT
ARSystem Server Administrator Logon
Information
-J ACTION_REQUEST_SERVER_HOST= The fully qualified domain name of the BMC

Remedy ARSystem server where you want to install
the product.
-J ACTION_REQUEST_SERVER_PORT= The port number your BMC Remedy Administrator
assigned clients to connect to the BMC Remedy
ARSystem server. The default port number is (zer 0
o).
-J ACTION_REQUEST_SERVER_USER= The default user name is . Demo
-J ACTION_REQUEST_SERVER_PASSWORD= The default password is blank. Passwords can be in
clear text or encrypted. BMC Software recommends
that you encrypt your passwords.
Software License Management Private Queue
-J PRIVATE_QUEUE_PORT_NUMBER= If you have defined a private queue to be used by
Software Licence Management, specify the port
number of this queue. This input is optional.
Localization
-J SELECTED_DATA_LANGUAGE= English is the only language supported in silent
mode. Only the value of "English" is Note:
supported. This value is case-sensitive.
4.
-J BMC_USER_SELECTED_VIEW_LANGUAGES= Type the value for one or more languages separated
by a semicolon (;). en (for English) must always be
specified.
en (English)
fr (French)
de (German)
it (Italian)
ja (Japanese)
ko (Korean)
pt_BR (Portuguese Brazil)
ru (Russian)
zh_CN (Simplified Chinese)
es (Spanish)
You can type these values in any order.
-J DEFAULT_CURRENCY_INSTALL Values are true and false.The default value is true.
True makes the BMC Remedy ITSM Suite installer
prompt you to select the default currency. This
parameter is applicable for new installations only.
-J DEFAULT_CURRENCY=
The default value is United States Dollar.
This parameter is applicable for new installations,
and only if the value of the
DEFAULT_CURRENCY_INSTALL parameter is tru
. The available options are: e
USD/2 (United States Dollar)
CAD/2 (Canadian Dollar)
EUR/2 (Euro)
JPY/0 (Japanese Yen)
GBP/2 (UK Pound Sterling)
BRL/2 (Brazilian Real)
KRW/2 (South Korean Won)
KPW/2 (North Korean Won)
CNY/2 (Chinese Yuan Renminbi)
RUR/2 (Russian Ruble)
Sample Data
-J SAMPLE_DATA= Values are true and false. The default value is
true.True installs sample data.
4.
-J OBJECT_MODIFICATION_LOG= Values are true and false. The default value is false.
True enables Object Modification Logging but
specifying true increases installation time.
Additional Reports
-J BMC_ENABLE_CRYSTAL_REPORTS= BMC Software provides additional reports for
customers utilizing SAP Business Objects or Crystal
Reports services in their environments. Customers
utilizing BMC Analytics for BSM Premium Edition will
be able to access these additional reports. Loading
these reports will make both the standard BMC
Remedy ITSM reports and Crystal Reports available
within BMC Software applications. If these additional
reports are not loaded, standard BMC Remedy
ITSM reports can still be accessed without requiring
SAP Business Objects, Crystal Reports, or BMC
Analytics servers in the environment. Values are
true and false. If you would you like to load these
additional reports, specify true.
BMC Atrium Service Context information
-J BMC_SERVICE_CONTEXT_SERVERNAME Enter the name of the BMC Remedy AR System
Server for which you want to enable the BMC Atrium
Service Context feature.
-J BMC_SERVICE_CONTEXT_USERNAME Enter the BMC Remedy AR System user name to
be used with the BMC Atrium Service Context
feature. This back-end user must have BMC
Remedy AR System Server Administrator
permissions and possess a fixed license.
-J BMC_SERVICE_CONTEXT_PASSWORD Enter the BMC Remedy AR System user's
password, if one exists.
-J BMC_SERVICE_CONTEXT_MIDTIER_URL Enter the URL of the Mid Tier that you want to use.
You can obtain the Mid Tier host name from the
Default Web Path field on the AR Server
Configuration form.
The URL should be entered in the following format:
http://<HostName>:<PortNumber>/<ContextPath
>
-J
BMC_SERVICE_CONTEXT_AUTHENTICATION_S
TRING
Enter the BMC Remedy AR System user's
Authentication String, if one exists.
For information about Authentication Strings, see Au
. thentication String Alias introduction
4.
(Up BMC Remedy Asset Migration Configuration
grades only)
-J PHASE3_INSTALL_DECISION= Values are true and false.

True removes BMC Remedy ITSM attributes from
the BMC Atrium CMDB. These attributes get
removed from the BMC.CORE:BMC_BaseElement
form, and derived classes during an upgrade, and is
available through joins with the AST:Attributes form.
For more information, see Backward compatibility
. for the BMC Atrium CMDB API
Example silent installation files
This topic shows examples of silent installation files (based on the file). BMCRemedyITSMSuite-ini-template.txt
Example of a Microsoft Windows silent.txt file for a first-time installation
Example of a Windows silent.txt file for an upgrade installation
Example of a Windows silent.txt file for the BMC Remedy ITSM Suite Preconfigured Stack
Example of a Microsoft Windows silent.txt file for a first-time installation
###############################################################
# Options File
# Product Name: BMC Remedy ITSM Suite
# Product Version: 8.1.00
# To invoke the installer in silent mode with an options file:
# setup \-i silent \-DOPTIONS_FILE=c:\directory name\silent.txt
###############################################################
# Product Install Location
# The install location of the product. Specify a fully qualified, valid path to the
installation directory.
# Additional options for SELECTED_LANGUAGES and APPLICATIONS_TO_INSTALL can be
specified using comma separated values \\
###############################################################
-P installLocation=C:\Program Files\ARSystem Applications
-J ACTION_REQUEST_SERVER_HOST=abc01.labs.mycompany.com
-J ACTION_REQUEST_SERVER_PORT=0
-J ACTION_REQUEST_SERVER_USER=Demo
-J ACTION_REQUEST_SERVER_PASSWORD=
-J SELECTED_DATA_LANGUAGE=English
-J BMC_USER_SELECTED_VIEW_LANGUAGES=en;fr
-J
APPLICATIONS_TO_INSTALL=ASSET_MANAGEMENT,CHANGE_MANAGEMENT,SERVICE_DESK,KNOWLEDGE_MANA
GEMENT
-J BMC_SERVICE_CONTEXT_SERVERNAME=abc01.labs.mycompany.com
-J BMC_SERVICE_CONTEXT_USERNAME=Demo
-J BMC_SERVICE_CONTEXT_PASSWORD=
-J BMC_SERVICE_CONTEXT_MIDTIER_URL=abc01.labs.mycompany.com
-J BMC_SERVICE_CONTEXT_AUTHENTICATION_STRING=My authentication string
-J DEFAULT_CURRENCY_INSTALL=True-J DEFAULT_CURRENCY=USD/2
-J SAMPLE_DATA=true
-J OBJECT_MODIFICATION_LOG=true
-J PRIVATE_QUEUE_PORT_NUMBER=0
-J BMC_ENABLE_CRYSTAL_REPORTS=true
Example of a Windows silent.txt file for an upgrade installation
###############################################################
# Options File
# Product Name: BMC Remedy ITSM Suite
# setup \-i silent \-DOPTIONS_FILE=c:\directory name\silent.txt
###############################################################
# Product Install Location
# The install location of the product. Specify a fully qualified, valid path to the
installation directory.
# Additional options for SELECTED_LANGUAGES and APPLICATIONS_TO_INSTALL can be
specified using comma separated values
###############################################################
-P installLocation=C:\Program Files\BMC Software\BMCRemedyITSMSuite
-J ACTION_REQUEST_SERVER_HOST=abc01.labs.mycompany.com
-J ACTION_REQUEST_SERVER_PORT=0
-J ACTION_REQUEST_SERVER_USER=Demo
-J ACTION_REQUEST_SERVER_PASSWORD=
-J BMC_USER_SELECTED_DATA_LANGUAGE=English
-J BMC_USER_SELECTED_VIEW_LANGUAGES=en
-J
APPLICATIONS_TO_INSTALL=ASSET_MANAGEMENT,CHANGE_MANAGEMENT,SERVICE_DESK,KNOWLEDGE_MANA
GEMENT
-J DEFAULT_CURRENCY=USD/2
-J SAMPLE_DATA=true
-J PHASE3_INSTALL_DECISION=true
-J BMC_ITSM_SKIP_PHASE2=false
-J MULTI_TENANCY_WORKFLOW_CUSTOMIZED=Yes
Example of a Windows silent.txt file for the BMC Remedy ITSM Suite Preconfigured Stack
################################################################################
# Options File
#
# Product Name: BMC Remedy ITSM Suite Preconfigured Stack
#
#
# 1. Create a text file called Options.txt.
# 2. For the products you want to install, copy the
BMCRemedyITSMSuitePreconfiguredStack-ini-template.txt
# options to the Options.txt file.
# 3. Set the installer option for the features you are installing.
# Use the installation worksheets in the Installation Guide as a guide for setting
# the options. Remove the comment markers (#) from the options you want to
# include.All property values are case-sensitive.
# 4. Run the installer with the -i silent option.
#
# On Windows, enter:
# setup.exe -i silent -DOPTIONS_FILE=<pathToFile>\Options.txt
#
# On UNIX, enter:
# setup.bin -i silent -DOPTIONS_FILE=<pathToFile>/Options.txt
################################################################################
################################################################################
################################################################################
# Available Features
#
# The following features correspond to the feature selection tree in the installer.
# To produce the same behavior as selecting a feature in the selection tree,
# add the following line to the options file for each feature you want to install:
#
# -A featureName
#
# "featureName" is the name of the feature to select. For example:
#
# -A featureARSystemServers
# -A featureMidTier
# -A featureARSystemClients
#
# --productBSM
# |--featureARSystemServers
# |--featureMidTier
# |--featureARSystemClients
#
################################################################################
################################################################################
################################################################################
# Product Install Location and Common Options
#
# Use the -P option to specify a valid directory into which the product should
# be installed, and use the -J options to specify Java properties.
#
# If the -P option is not set, the default location is:
# - %ProgramFiles%\\BMC Software\\ARSystem (Windows)
# - /opt/bmc/ARSystem (UNIX)
#-P installLocation=<Installation Directory>
-A featureARSystemServers
-A featureMidTier
-A featureARSystemClients
################################################################################
################################################################################
#Java Platform Selection Panel
-J BMC_JAVA_JRE_64_BIT_HOME_PATH=C:\JAVA\JRE
#AR Server Database Information for SQL-authentication (Windows only)
##########################################################
-J BMC_DATABASE_HOST=abc01.labs.mycompany.com
-J BMC_DATABASE_PORT=1433
-J BMC_DATABASE_LOGIN=ARAdmin
-J BMC_DATABASE_PASSWORD=AR#Admin#
-J BMC_DATABASE_CONFIRM_PASSWORD=AR#Admin#
-J BMC_SQLSERVER_WINDOWSAUTH_OR_SQLAUTH=SQLAUTH
-J BMC_DATABASE_DBA_TABLESPACE_NAME=ARSystem
-J BMC_DATABASE_INSTANCE=abc01
-J BMC_DATABASE_UTF=true
########################################################
#AR Server Database Information for windows-authentication (Windows only)
#############################################################
#-J BMC_DATABASE_HOST=<Database Server (FQDN)>
#-J BMC_DATABASE_PORT=49374
#-J BMC_DATABASE_LOGIN=<Database User Name>
#-J BMC_DATABASE_PASSWORD=
#-J BMC_DATABASE_CONFIRM_PASSWORD=
#-J BMC_SQLSERVER_WINDOWSAUTH_OR_SQLAUTH=WINDOWSAUTH
#-J BMC_DATABASE_DBA_TABLESPACE_NAME=ARSystem
#-J BMC_DATABASE_INSTANCE=<Database Server name>
#-J BMC_DATABASE_UTF=true
#####################################################################
#AR Server Database Information for Oracle
##########################################################
#-J BMC_DATABASE_HOST=
#-J BMC_DATABASE_PORT=1521
#-J BMC_DATABASE_LOGIN=ARAdmin
#-J BMC_DATABASE_PASSWORD=
#-J BMC_DATABASE_CONFIRM_PASSWORD=
#-J BMC_DATABASE_ORACLE_CONNECTION_IDENTIFIER=UNICODE
#-J BMC_DATABASE_ORACLE_SID_OR_SERVICE=true
#-J BMC_DATABASE_INSTANCE=UNICODE
#-J BMC_DATABASE_DBA_TABLESPACE_NAME=ARSystem
#-J BMC_DATABASE_DBA_TEMP_TABLESPACE_NAME=ARTMPSPC
#-J BMC_DATABASE_SELECTED_TEMP_TABLESPACE_NAME=ARTMPSPC
#-J BMC_DATABASE_DBA_TEMP_DATAFILE_NAME=/data/app/oracle/oradata/UNICODE/artmp
#-J BMC_DATABASE_ORACLE_NEW_TEMP_TABLESPACE=NEW
#-J BMC_DATABASE_DBA_DATAFILE_SIZE=7000
#-J BMC_DATABASE_DBA_TEMP_DATAFILE_SIZE=1000
#-J ORACLE_TNS_ADMIN=<tnsnames.ora directory path>
#-J BMC_DATABASE_CLIENT_HOME_PATH=<Database Home Path>
############################################################
#AR System Server User Information
###############################################
-J BMC_AR_USER=Demo
-J BMC_AR_PASSWORD=
-J BMC_AR_SERVER_NAME=abc01
-J BMC_AR_SERVER_HOST_NAME=abc01.labs.mycompany.com
######################################################
#NE Port related information
#If the Ports are not provided the installer will consider the default values
#####################################################
-J BMC_NE_PLUGIN_PORT_NUMBER=9555
-J BMC_ATRIUM_PLUGIN_PORT_NUMBER=9556
-J BMC_AIS_LISTENER_PORT=1824
######################################################
# RMI Port related updates
#If the Ports are not provided the installer will consider the default values
#####################################################
-J BMC_EMAIL_ENGINE_RMI_PORT=1100
-J BMC_EMAIL_ENGINE_RPC_PORT=0
-J BMC_FLASHBOARDS_RMI_PORT=1099
-J BMC_FLASHBOARDS_RPC_PORT=0
-J BMC_APPROVAL_SERVER_TCP_PORT=9800
#AR Server DBA User Input
#####################################################
-J BMC_DATABASE_DBA_LOGIN=sa
-J BMC_DATABASE_DBA_PASSWORD=
#AR Server Data and Log File inputs
######################################################
-J BMC_DATABASE_DBA_DATAFILE_NAME=ARSys
-J BMC_DATABASE_DBA_LOGFILE_NAME=ARSysLog
#AR System Password Information
######################################################
-J BMC_AR_DSO_PASSWORD=arsystem
-J BMC_AR_APPLICATION_PASSWORD=arsystem
-J BMC_MIDTIER_PASSWORD=arsystem
#Tomcat Information
######################################################
-J BMC_MIDTIER_INSTALL_TOMCAT=true
-J BMC_MIDTIER_JSP_TOMCAT_INSTALL_DIRECTORY=C:\Program Files\Apache Software
Foundation\Tomcat
#AR Server License
######################################################
-J BMC_AR_LICENSE_KEY=XXX-XXXXXX
-J BMC_AR_LICENSE_EXPIRATION_DATE=11-Jan-99
-J BMC_AR_LICENSE_QUALIFIER=MULTISERVER
# Devlepor Studio Inputs (Windows only)
######################################################
-J BMC_DEVELOPER_STUDIO_WORKSPACE=C:\Users\Administrator\DeveloperStudio
# User and Alert tool (Windows only)
######################################################
-J BMC_USERTOOL_HOME=C:\Users\Administrator\AppData\Roaming\AR SYSTEM\home
################################################################################
# Pentaho Data Integration Server Properties
################################################################################
# Data Integration Server port.
#-J BMC_CARTE_PORT=<Data Integration Server port>
# Database login for Pentaho Data Integration Server
# For SQL Server with Windows authentication, enter <Domain Name>\<User Name>.
# For all other databases, enter <Database User Name>.
# For now required only for SQL Server and Oracle
#-J BMC_CARTE_DB_USER=<Database User Name>
# Pentaho Data Integration Server Database user password
#-J BMC_CARTE_DB_PASSWORD=<Database User Password>
Options for the silent .txt file
In the file, add or modify the options for the installation that you want to run. silent.txt
The following table lists the parameters for the file. silent.txt
Parameters for the silent.txt file
Option Description
Installation location
-P installLocation= The installation path for the application and components
on the BMC Remedy AR System server.
Features
AR System server Administrator Logon Information
-J BMC_AR_SERVER_NAME= The fully qualified domain name of the BMC Remedy
AR System server where you want to install the
application.
-J BMC_AR_PORT= The port number your BMC Remedy Administrator
assigned clients to connect to the BMC Remedy AR
System server. The default port number is 0.
-J BMC_AR_USER= The default user name is . Demo
-J BMC_AR_PASSWORD= The default password is blank. Passwords can be in
clear text or encrypted. BMC recommends that you
encrypt your passwords. See . Encrypting passwords
Applications
-J APPLICATIONS_TO_INSTALL= The applications that you want to install, separated by a
semin-colon.
Localization
-J BMC_USER_SELECTED_DATA_LANGUAGE= English is the only language supported in silent mode.
-J BMC_USER_SELECTED_VIEW_LANGUAGES= Type the two-letter value of one or more languages
separated by a semicolon (;). The values are:
en (English)
fr (French)
de (German)
it (Italian)
ja (Japanese)
ko (Korean)
pt_BR (Brazilian Portuguese)
ru (Russian)
zh_CN (Simplified Chinese)
es (Spanish)
You can type the values in any order.
: Because en (English) is the default language, Note
you do not need to specify this language.
-J BMC_USER_SELECTED_CURRENCY= The values are:
BRL (Brazilian Real)
CAD (Canadian Dollar)
CNY (Chinese Yuan Renminbi)
EUR (Euro)GBP (UK Pound Sterling)
JPY (Japanese Yen)
KPW (North Korean Won)
KRW (South Korean Won)
USD (United States Dollar)
: The default value is USD. Note
Sample Data
-J BMC_LOAD_SAMPLE_DATA= Values are true and false. True installs sample data.
Upgrade
-J PHASE3_INSTALL_DECISION= Values are true (default) and false. True deletes the
ITSM attributes from the CDM after the upgrade is
finished.
-J BMC_ITSM_SKIP_PHASE2= Values are true and false. True exits the installer to
examine the data. False continues the upgrade.
1.
2.
3.
-J
MAX_ALLOWED_TIME_FOR_AR_SERVER_RESTAR
T=
Type value in milliseconds to configure maximum time
to wait if the AR System server delays in restarting.
Multi-tenancy
-J MULTI_TENANCY_WORKFLOW_CUSTOMIZED= Values are true and false. True does not process
multi-tenancy records (because there is multi-tenancy
workflow customization. No processes multi-tenancy
records (because no there is no multi-tenancy workflow
customization).
-J ARE_CUSTOMIZATIONS_RECONCILED= Values are yes and no. Required only if re-running the
installer and for first run, you tried to upgrade
applications and selected -J
MULTI_TENANCY_WORKFLOW_CUSTOMIZED=true
. Do not run -J
and ARE_CUSTOMIZATIONS_RECONCILED= -J
duri MULTI_TENANCY_WORKFLOW_CUSTOMIZED=
ng the same run.
-J
THRESHOLD_REACHED_EXECUTION_DECISION=
Values are true and false. Required for upgrade or
re-run of installer after upgrade in first run. True applies
the multi-tenancy fixes. No does not apply the fixes if
there are more than 20 million records.
Running the installer in silent mode
Run the installer with the option: -i silent
On Microsoft Windows, type:
setup.exe -i silent -DOPTIONS_FILE=c:\path\to\silent.txt
On UNIX, type:
./setup.bin -i silent -DOPTIONS_FILE=/path/to/silent.txt
Installing Help using silent mode
Use the following procedure to install BMC Remedy ITSM applications Help with the silent installer.
To run the silent installer to install help
Download and extract the online Help System to the help web server.
. The BMC Remedy ITSM Help System is available on EPD
Locate the folder for the application. help
For example:
../asset/help
3.
4.
Open the silent installer input file ( or ). windowssilent.txt unixsilent.txt
It contains the following default parameters.
For Windows:
[Silent]
remedy.arsystem.server.name=servername
remedy.arsystem.server.user=Demo
remedy.arsystem.server.password=
remedy.arsystem.server.tcpport=0
remedy.onlinehelp.language=English
remedy.onlinehelp.install.dir=C:\inetpub\wwwroot\servername\BMCRemedy_AM
remedy.onlinehelp.baseURL=http://servername:port/servername
remedy.onlinehelp.language.view=en;de
For UNIX:
[Silent]
remedy.arsystem.server.name=servername
remedy.onlinehelp.install.dir=/data1/bmc/ARSystem
remedy.onlinehelp.baseURL=http://servername:port/servername
remedy.onlinehelp.apache.conf=/usr/local/apache2/conf/httpd.conf
remedy.onlinehelp.webserver.install.dir=/opt/apache/tomcat/webapps/ROOT/BMCRemedy
_AM
remedy.onlinehelp.language=en,fr,es,zh_CN
Update the silent installer input file ( or ) with the appropriate parameters for windowssilent.txt unixsilent.txt
your computer.
For Windows:
[Silent]
remedy.arsystem.server.name=vw-hou-idd-dv055
remedy.onlinehelp.install.dir=C:\Program Files\Apache Software
Foundation\Tomcat6.0\webapps\ROOT\BMCRemedy_AM
remedy.onlinehelp.baseURL=http://aus-idd-w28r22-vm3:8080
remedy.onlinehelp.language.view=en;de
4.
5.
6.
7.
Note
This path example uses BMC Remedy Asset Management as the example (...\ROOT\B
) and installs help on the Windows Mid Tier computer. For the other BMC MCRemedy_AM
Remedy ITSM applications, substitute , ...\ROOT\BMCRemedy_CM ...\ROOT\BMCRem
, and respectively for BMC Remedy Change edy_IM ...\ROOT\BMCRemedy_PM
Management, BMC Remedy Incident Management, and BMC Remedy Problem
Management.)
For Linux:
remedy.arsystem.server.name=vw-hou-idd-dv055
remedy.onlinehelp.install.dir=/data1/bmc/ARSystem
remedy.onlinehelp.baseURL=http://vl-sjc-atm-dv15:8080
remedy.onlinehelp.webserver.install.dir=/opt/apache/tomcat/webapps/ROOT/BMCRemedy
_AM
remedy.onlinehelp.language.view=en
Note
This path example uses BMC Remedy Asset Management as the example (...\ROOT\B
) and installs help on the Linux Mid Tier computer (that is running Tomcat). MCRemedy_AM
Save the input file.
Run the installer with the following parameters:
setup.exe -s -f1"path\setup.iss" -f2"path\oh.log" -I "pathsilent.txt" -o
"pathwindowssilent.log"
For Windows:
setup.exe -s -f1"C:\BMCAtriumCMDB\setup.iss" -f2"C:\BMCAtriumCMDB\oh.log" -i
"C:\BMCAtriumCMDB\windowssilent.txt" -o "C:\BMCAtriumCMDB\silent.log"
Note
Use double quotes around the Windows directory paths.
For UNIX:
./helpinstall -S -i unixsilent.txt -o /usr/tmp/silent.out
7.
8.
1.
2.
3.
4.
5.
Verify that the Help folder exists on the target computer.
For example:
C:\Program Files\Apache Software Foundation\Tomcat6.0\webapps\ROOT\BMCRemedy_AM
Note
This path example uses BMC Remedy Asset Management as the example. For the other
BMC Remedy ITSM applications, substitute the appropriate application directory as
shown in the example in Step 3.
Configuration Help is installed under the path of the last application to be installed. For example, if BMC
Remedy Asset Management was the last application installed on your computer, then you will find the
Configuration Help under the same path as the BMC Remedy Asset Management Help.
Verify that the Help file path is registered correctly.
Open the form in Search mode and search for all installed Help path SHARE:Application_Properties
records by using the following search criteria: 'Property Name' = "Help File Path"
The Help file path should be similar to the following example:
http://servername:port/servername/BMCRemedy_AM/en/helpfile.htm
http://aus-idd-w28r22-vm3:8080/vw-hou-idd-dv055/BMCRemedy_AM/en/helpfile.htm
Note
This path example uses BMC Remedy Asset Management as the example. For the other
BMC Remedy ITSM applications, substitute the appropriate application directory as
shown in the example in Step 3.
One of the paths will appear twice, because it is also used for Administration Help.
Installing BMC Service Management Process Model in silent mode
This section describes the procedure to install BMC Service Management Process Model in silent mode using the
silent installation file.
Note
Before installing BMC Service Management Process Model, ensure that existing versions
of the product have been uninstalled.
Upgrades are not supported.
To install BMC Service Management Process Model in silent mode
Copy the installation program to your local computer.
Open the silent installation input file. BMCServiceManagementProcessModel-ini-template.txt
The file contains the following parameter:
-P installLocation=C:\Program Files\BMC
Software\BMCServiceManagementProcessModelFull
Enter the location of the installation directory.
Update the silent installer input file with the appropriate parameters for your system.
5.
6.
7.
Save the input file.
Run the installer using the following parameters:
Installer.exe -i silent -DOPTIONS_FILE=c: \silent.txt pathToFile
The variable is the absolute path to the silent installation file. pathToFile
Verify the install directory to confirm successful installation.
Installing BMC Remedy ITSM Process Designer
Installing BMC Remedy IT Service Management Process Designer on BMC Remedy AR System 8.0.00 (or above)
servers involves three major tasks.
Installing Process Designer Installation and Configuration Tool (PDICT) This installer runs on a Windows
computer and installs workflow in the AR System server.
Installing the server For a Windows server, the installer must run on the AR System server. For a UNIX
server, the installation is a manual procedure.
Installing the client This is an optional install on a Windows computer. You can also launch a web client
while logged into the Process Designer application.
The following steps are required to complete the Process Designer Installation:
Action Required for
Check prerequisites. All fresh installs or upgrades
Install PDICT tool. All fresh installs or upgrades. For more information, see
Installing and running the Process Designer Integration
. and Configuration Tool (PDICT)
Run PDICT tool against the AR System server. All fresh installs or upgrades
Reconcile the base and overlay layers.
Fresh install: Only if objects updated by PDICT
install are overlaid
Upgrade: Only if objects updated by PDICT install
are overlaid, previous PDICT install was performed or
in Best Practice Mode.
Create an ARID plug-in user. Fresh installs only
Create a Private RPC Queue for ARID plug-in. Optional step for fresh installs only
Install server:
Windows
Linux or UNIX
All fresh installs or upgrades on AR System servers
Restart web services and flush the Mid Tier cache. All fresh installs or upgrades
Set or review the Process Designer configuration.
All fresh installs of the Process Designer server using
Linux or UNIX.
All fresh installs where you configured an RPC
queue.
Add permissions to Process Designer users. Required for fresh installs, for each user who needs the
ability to design or deploy processes.
Note
For BMC Remedy IT Service Management Process Designer 8.3.03, you might encounter issues
when installing the server on a UNIX computer or with an Oracle DB.
Preparing Process Designer for installation
Preparing Process Designer for installation
Before you install BMC Remedy ITSM Process Designer, you should review and understand the entire installation
process.
Before you begin
Reviewing the Process Designer requirements
Before you begin
You should already be familiar with . basic BMC Remedy AR System administration
Reviewing the Process Designer requirements
Verify the following requirements:
Compatibility matrix in the BMC Solution and Product Availability and Compatibility Utility.
For example:
BMC Remedy AR System 7.6.04 or above has already been installed.
Process Designer 8.3.03 integrates with BMC Remedy IT Service Management 7.6.04, 8.0.00 and 8.1.00
and with BMC Service Request Management 7.6.04, 8.0.00 and 8.1.00.
Business Time Holidays and Business Time Workdays forms are installed on your server. You can import
them from . <ARSystemInstallationDirectory>/templates/bustime.def
Disable Admin Operations in AR System Server Configuration is unchecked.
Max Attachment Size parameter on the AR System Server Configuration is greater than (5MB) or 5000000
equal to (unlimited). 0
An incorrect setting can result in an error when running PDICT, since PDICT cannot create the Data
Visualization entry for the web client.
The operating system for the computers used to run PDICT is Windows XP, Windows 7, or Windows Vista.
You must have Administrator permissions on the computer and can connect to the AR System server from
the client.
AR System server and Mid Tier all have Oracle Java 1.6 (or later) installed.
Installing the Process Designer server requires the .NET Framework 2.0 which is not installed by default on
Windows 2012, but is included in .NET 3.5. Windows 2012 server comes with .NET Framework 4.5 which
does not include earlier versions of the framework.
Installing and running the Process Designer Integration and Configuration Tool (PDICT)
Installing and running the Process Designer Integration and Configuration Tool (PDICT)
You must install the Process Designer Installation and Configuration Tool (PDICT) for new installations or upgrades.
You use PDICT for:
Importing the Process Designer application
Completing the required steps for integrating Process Designer with BMC Remedy IT Service Management
and BMC Service Request Management. These steps involve:
Importing Process Designer workflow
Adding Process Designer fields to existing ITSM forms
Updating existing ITSM field properties
Updating existing ITSM workflow qualifications
Adding configuration data entries
Note
Even if you are not able to run PDICT, you should still install this tool in order to gain access to
the Process Designer application and integration definition files required for a manual installation.
Installing PDICT
Running PDICT
Installing PDICT
You can install PDICT on any Windows-based client computer with network access to the AR System server, or
directly onto the AR System server itself (if it is Windows-based). For Solaris- or Linux-based servers, you should
install PDICT on a Windows client computer.
This topic discusses the following information:
1.
2.
3.
4.
5.
6.
7.
1.
2.
Before you begin
To install PDICT
Before you begin
The installation requires the JRE version 1.6 or later.
To install PDICT
Navigate to the PDICT folder in the zip file downloaded for Process Designer.
Run the file. setup.exe
In the panel, click . Welcome Next
In the panel, agree to the the terms of the license, and then click . License Agreement Next
In the panel, review the default installation folder and permissions, and then click Select Installation Folder
. Next
In the panel, click . Confirm Installation Next
When the installation is successful, click . Close
The installer places a shortcut to PDICT on your desktop.
Running PDICT
Running PDICT
Export your BMC applications before you run PDICT. Process Designer modifies existing applications and creates
custom fields and workflow. This topic discusses the following information:
To run PDICT
PDICT Limitations
To run PDICT
PDICT is designed to run against un-customized BMC Remedy IT Service Management and BMC Service Request
Management applications. After you install PDICT, review each amended form to check that the visible fields are
positioned correctly and then adjust the layout as necessary. If customizations are carried out on the overlay layer,
perform the reconciliation steps.
Double click the icon on your desktop. Process Designer Integration and Configuration Tool 8.3.03
You can also select Program Files > BMC Software >Process Designer 8 >Process Designer
to open PDICT. Integration and Configuration Tool 8.3.03
Enter the following information:
2.
3.
4.
5.
6.
Name of your AR System server
Administrator user and password
Port to connect to the AR System server (if you use one)
Log file path where a log file will be created.
The default is your temporary folder. This log shows if all of the requested actions have run correctly.
If the log file already exists, information is appended to it. Click to remove existing entries Clear Log
before you start.
Click . Next
Select , and then click Install Process Designer Application and/or ITSM/SRM Application Integration Ne
. xt
Note
This option applies to fresh installs, upgrades, and repairs.
Select one or more of the following integrations, and then click . Finish
Process Designer Core Application if you have not already installed it, you must include this option
here.
Incident Management
Change Management
Problem Management
Work Order
If you do not want to integrate with BMC Remedy IT Service Management applications at this stage,
leave these ITSM options unselected. You can re-run PDICT at a later time to perform these
integrations either together or separately.
Review the warning that PDICT customizes your existing BMC applications, and then click . OK
The installer detects your version of BMC Remedy IT Service Management and BMC Service Request
Management, and installs the appropriate integration for your version.
PDICT actions are split into several stages. These stages (and the steps contained within each) are
completed in turn. If any of the steps fail (possibly due to a timeout), the installation is halted and the user
given the option have the option to:
Retry the step
Skip the step
Kill the installation.
Note
Some steps can take several minutes to complete, particularly CORE INSTALL D
, where Process Designer is being imported. Generally, the install can be
expected to take between 10 and 30 minutes to complete. Where a best practice
install is being upgraded, it can take up to an hour to complete.
6.
7.
1.
2.
Tip
If your PDICT install seems particularly slow, check if the system resources (CPU
and memory) on your AR System server or database server are being stretched.
Cancelling the PDICT install and then restarting the AR System service can help.
But make sure you give the service time to fully restart and settle before running
PDICT again.
Note
Skipping steps often results in the failure of subsequent steps.
If the failure was a timeout issue, waiting 10 minutes for server activity and database activity to
diminish before re-trying usually results in successful completion on the second attempt.
You can run PDICT multiple times against the same server following a partially completed, failed, or
completed installation. For each integration step, PDICT overwrites any previous changes. This does
result in a loss of data, but could result in overwriting Process Designer hot fixes that have been not
applied since the initial install. You must reapply these after a successful install.
When PDICT completes the installation, click . Close
PDICT Limitations
PDICT only installs visible fields onto the default view of the BMC Remedy IT Service Management forms changed
for integration and does not install onto any other views. If you require the visible fields on other views or locales,
then you must manually add these to the required views and perform any translation of field labels to localise them
as necessary. The forms and views that are updated are listed in [].
PDICT does not update the Classic View forms in BMC Remedy IT Service Management. If you use these forms
and want to use Process Designer with the associated application, you must perform additional manual steps to add
the required fields and share the required workflow. Contact BMC support for further advice.
Reconciling overlaid objects after installing PDICT
Reconciling overlaid objects after installing PDICT
Perform this procedure for installations where PDICT detected overlays on one or more of the objects that it only
updated. This topic discusses the following information:
To reconcile overlaid objects
Note
There are two possible reasons for the existence of overlays:
Objects have been customized using Best Practice Mode.
An upgrade is being performed from Process Designer 8.3.02, and the previous install
was performed in best practice mode.
1.
2.
To reconcile overlaid objects
Reconciliation is a manual process to make sure that required customizations exist on the overlay layer. After only
PDICT has completed, the final message indicates if any objects were found to be overlaid, and require
reconciliation.
If you receive this message when PDICT is finished, open the PDICT log:
Click . View Log
Open the PDICT log directly from its configured location (by default this is C:\Users\<Username>\Ap
) where is the user logged onto pData\Local\Temp\ProcessDesignerIntegration.log <Username>
the client computer.
At the end of the log, you can find a list of the objects that require reconciliation can be found.For
example:
For each object that requires reconciliation, perform one of the following options:
Delete the overlay
If the only reason that you have the overlay on your system is from a previous best practice
installation of an earlier version of Process Designer, BMC recommends that you delete the overlay.
Note
For forms, deleting the form overlay automatically deletes any overlays created for
the forms fields and views. Any custom fields (and data within them) are also lost,
so make sure that the form does contain customizations that you want to keep not
before deleting the overlay.
Reconcile the overlay with the base object.
Use this option if you have additional customizations that you want to keep. Use the base object as a
reference to make sure that required customizations are retained on the overlay, while also making
sure that any modifications made to the base object from the Process Designer upgrade are also
retained.
2.
For forms, check each overlaid view to make sure that fields are positioned correctly. Consider any
overlaid fields on the form.
For BMC Remedy ITSM workflow modified by PDICT, PDICT disables the base object and overlay
object, and then adds a replacement object with an ABYS: prefixed name in its place. If the overlay
contains customizations that you want to keep, create an overlay on the ABYS: prefixed object
containing the same customizations, and then delete the overlay on the original object.
Creating a Process Designer Server (ARID) user
Creating a Process Designer Server (ARID) user
Note
Skip this section for Process Designer upgrades, because the ARID user is retained from the
previous install.
The ARID is used by the ARID plug-in, which performs all server side task processing at runtime. This user must
have sufficient permissions for the actions defined in its process, for example, creating new requests, updating
existing requests, obtaining values from existing requests, and so on. This topic discusses the following information:
Guidelines
To create a Process Designer Server (ARID) user
Guidelines
Use the following guidelines to avoid permission-based issues that prevent task processing from being completed by
the ARID plug-in:
Set up the Process Designer user with a CTM:People record, not just a User record.
Do use an existing user as the ARID user. Create a new user exclusively for this purpose and assign a not
relevant name to this user (for example, 'Process Designer', login=pdesigner) so that you can easily identify
log entries and request updates generated from ARID plug-in activities.
Assign the user a fixed license.
To make sure that the process can view or update records in these applications, the ARID Configuration
user also requires certain BMC application permissions as follows:
Application Permission required License Type required
Process Designer Process Designer Administrator Not Applicable
Incident Management Incident Master Incident Fixed or Floating
Change Management Infrastructure Change Master Change Fixed or Floating
Problem Management Problem Master Problem Fixed or Floating
1.
2.
3.
4.
5.
6.
a.
b.
c.
d.
7.
8.
9.
Request Management SRM Administrator Not Applicable
Work Order Work Order Master (located
under Request)
Not Applicable
Task Task Administrator Not Applicable
AR System Administrator Not Applicable
In a multi-tenancy environment, grant the user unrestricted access.
To update ITSM requests (for example, if you have any processes that update Incident, Change, or problem
requests), assign the user to membership in a support group.
These guidelines cover most normal task processing activities. There may however be additional permissions and
functional roles required, depending on exactly what a specific process demands in terms of creating and updating
ITSM records.
Lack of any required permissions or functional role/support group membership cause errors when running a
particular process, in the same way as they would if the Process Designer server user were manually performing the
action.
To create a Process Designer Server (ARID) user
From your browser, log on to BMC Remedy ITSM as an ITSM administrator.
From the IT Home page and the list of applications, selectAdministrator Console >Application
On the*Standard Configuration&tab, select the appropriate company and site.
Create a record for a new user.
In the field, select . Support Staff Yes
Click the tab. Login/Access Details
In the field, select . This is the default. Unrestricted Access Yes
In the Application Permission area, click . Update Permission Groups
In the field of the Permission Group dialog box, select each appropriate Permission Group
permission group.
Select the license type required for the ARID user. Fixed
Click the tab and assign the ARID user to membership in a support group and a functional Support Groups
role (optional).
Click to add the ARID user. Add
The ARID's user information is stored as a record in the form. CTM:People
Click . Close
Creating a Private Queue for the ARID plug-in
Creating a Private Queue for the ARID plug-in
1.
2.
3.
4.
5.
6.
7.
8.
Note
Skip this section for upgrades; it is optional for first-time installations.
In a production environment, assign the ARID plug-in its own private thread pool to avoid conflict with other users
and processes when performing operations on the AR System server. On Development or other low-volume
servers, this step is not required; the Process Designer server will use the general thread pools. This topic discusses
the following information:
Number of threads required in server queues
To create a Private Queue for the ARID plug
Number of threads required in server queues
The server queue must have a minimum of 2 threads available. The maximum number of threads depends on how
many worker threads you need to perform server-side operations. In general, the higher this value, the faster the
process designer server can complete its operations in a high load environment; However, assigning too many
threads to this function can result in slowing down other areas of your AR System server. BMC recommends a
minimum of 2 threads and a maximum of 8. This allows up to 7 operations to be performed concurrently if required.
To create a Private Queue for the ARID plug
Open the Server Information form ( ). System > General> Server Information
Click the tab to create a new private queue. Ports and Queues
Generate a private queue. Click in any blank row of the RPC Prog Number column.
From the RPC Prog Number cell list, type the next available RPC Program Number (for example, ). 390690
Click in the new Min Threads cell, and change the value to at least . 2
Click in the new Max Threads cell, and then change the value to a maximum of . 8
Click . OK
A private queue with the RPC Program Number you specified in step 5 will appear in the table the next time
you open the tab. Ports and Queues
Installing the Process Designer server on Windows
Installing the Process Designer server on Linux or UNIX
Installing the Process Designer server on Windows
When you install the Process Designer server on Windows, run the installer on the AR System server. This topic
discusses the following information:
Before you begin
To install the Process Designer server on Windows
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
1.
Before you begin
Installing the Process Designer server requires the .NET Framework 2.0 which is not installed by default on
Windows 2012, but is included in .NET 3.5. Windows 2012 server comes with .NET Framework 4.5 which does not
include earlier versions of the framework.
To install the Process Designer server on Windows
Download and extract the Process Designer server software onto your AR System server.
Run the file under the Setup/Server folder. setup.exe
You must run this setup on your AR System server. In a Server Group environment, you must run it on all
servers in the group.
In the panel, click . Welcome Next
Agree to the licence agreement before continuing with the installation, and then cick . Next
Select the folder on your server for the server installation, make sure that the installation option is set to Ever
, and then click . yone Next
Click to confirm the installation. Next
Enter your server name, port number, username, and password for the Process Designer user, and then
click . OK
This account connects Process Designer to your AR System server. To use a private RPC queue, select the
checkbox and then enter the RPC Prog Number. The installer then connects to the AR System server to test
the connectivity.
Click to continue. OK
The installer makes changes to the AR System server configuration file ( ) and the BMC Remedy ar.conf
plug-in server configuration file ( ). pluginsvr_config.xml
If you cancel this action or if it fails, re-run the server setup.
If you allow the Installer to make the changes automatically, a backup copy of your existing files are
created before the update.
Manually stop your BMC Remedy AR System service when prompted to allow the configuration files to be
updated.
Click after the service has been stopped. OK
Manually re-start the service when prompted.
Click . OK
The Process Designer Server installation has now been completed.
Click . Close
Complete this installation completed for all servers in a server group.
Restarting services and flushing the Mid Tier cache
Installing the Process Designer server on Linux or UNIX
For Linux and UNIX servers, installing the Process Designer server is a process: manual
1.
2.
3.
4.
5.
6.
7.
1.
2.
3.
Create a folder for the server files.
Copy the server files to the new folder.
Update the server information in the ARID.xml file.
Update the AR configuration files with the new plug-in information.
Restart the AR System server to initialise the new plug-in.
Enter ARID Plug-in configuration record.
Restart the AR System server to apply plug-in configuration.
Before you begin
To install the Process Designer server
Before you begin
For a fresh install of Process Designer, perform all these steps in the order listed. For upgrade from Process
Designer 8.3.02, perform only and . To upgrade from a version of Process Designer earlier than 8.3.02, step 2 step 7
contact BMC support for assistance.
To install the Process Designer server
Create a folder for the Server plug-in (ARID) Files.
Create a new folder on your AR System server to store all process designer server files. Name this new
folder ARID within the bmc folder (for example /opt/bmc/ARID).
Assign this folder read/write/execute permissions for all users.
Copy and extract the server files.
The required files are contained in the file, in the folder . ProcessDesignerServerFiles.gzip Setup/Server
Copy this file to the AR System server,and then extract its contents to the appropriate location.
Filename Location
ARID.jar <ARID Configuration Path>
abyd-server-lib.jar <ARID Configuration Path>
ARAdminPass.jar <ARID Configuration Path>
ARID.xml <ARID Configuration Path>
config.txt <temporary location>
<ARID Configuration Path> is the path to the folder created in (for example ). step 1 /opt/bmc/ARID
Assign these files read/execute permissions for all users.
Update the file. ARID.xml
Edit the file on your AR System server (in the ARID folder). This file specifies the login information ARID.xml
3.
4.
a.
that Process Designer uses to connect to the AR System server. Use the following format:
<?xml version="1.0" encoding="UTF-8"?>
<ARID version="8.3.03">
<arserver name="{servername}" port="{port}" rpcport="{rpc}"/>
<authentication file="{filepath}"/>
</ARID>
You can include a hard-coded logon. This format is insecure and should be used for troubleshooting
purposes only.
<?xml version="1.0" encoding="UTF-8"?>
<ARID version="8.302">
<arserver name="{servername}" port="{port}" rpcport="{rpc}">
<authentication user="{user}" password="{password}"/>
</ARID>
Where:
Parameter Description
servername Name, alias or IP address of the AR System server
to which ARID should connect
port Port through which to connect to the server (0 if
portmapper is used)
rpc Name of a private thread queue which ARID will use
(0 if using public threads)
filepath Location of the ari.dat file produced when the
username and password is configured in the
Process Designer System Configuration entry. This
must be the full path to the file (for example< ari.dat
). opt/bmc/ARID/ari.dat
For example:
<?xml version="1.0"
encoding="UTF-8" standalone="no"?>
<ARID version="8.3.03">
<arserver name="localhost"
port="46262" rpcport="3">
<authentication
file="opt/bmc/ARID/ari.dat"/>
</ARID>
Update the AR Configuration files with details of the new plug-ins.
The and files must refer to the two plug-ins that Process Designer uses at ar.conf pluginsvr_config.xml
runtime. The file, contained in , contains templates for the config.txt ProcessDesignerServerFiles.gzip
additional entries.
4.
a.
b.
c.
d.
e.
f.
Navigate to (usually in ) and copy the following lines from the ar.conf /CONF <AR install dir> config.t
file: xt
Server-Plugin-Alias: ABYDOS.ARID.FILTERAPI ABYDOS.ARID.FILTERAPI
<servername>:<port>
Server-Plug-in-Alias: ABYDOS.ARF.ARADMINPASS ABYDOS.ARF.ARADMINPASS
<servername>:<port>
Replace in this template entry with the details from your server. <servername>:<port>
is the name of your server and is the port used by the server plug-in, usually <servername> <port>
9999.
For example:
Server-Plug-in-Alias: ABYDOS.ARID.FILTERAPI ABYDOS.ARID.FILTERAPI
localhost:9999
Server-Plug-in-Alias: ABYDOS.ARF.ARADMINPASS ABYDOS.ARF.ARADMINPASS
localhost:9999
Save the modified file. ar.conf
Locate the file (default location is ). pluginsvr_config.xml <AR install dir>/pluginsvr
Copy the following lines from the file and place them at the bottom of the file before the very config.txt
last </plugins> entry:
<plug-in>
<name>ABYDOS.ARID.FILTERAPI</name>
<type>FilterAPI</type>
<code>JAVA</code>
<filename>{ARID Configuration Path}/ARID.jar</filename>
<classname>com.abydosworkflow.designer.arid.ARPlugin</classname>
<pathelement type="location">{ARID Configuration
Path}/abyd-server-lib.jar</pathelement>
</plugin>
<plugin>
<name>ABYDOS.ARF.ARADMINPASS</name>
<code>JAVA</code>
<classname>com.abydosworkflow.designer.ARPlugin</classname>
<filename>{ARID Configuration Path}/ARAdminPass.jar</filename>
</plug-in>
Replace with the full path to your ARID folder, as created in (for {ARID Configuration Path} step 1
example, ). opt/bmc/ARID
For example:
4.
f.
5.
6.
a.
b.
7.
1.
<plug-in>
<name>ABYDOS.ARID.FILTERAPI</name>
<code>JAVA</code>
<filename>/opt/bmc/ARID/ARID.jar</filename>
<classname>com.abydosworkflow.designer.arid.ARPlugin</classname>
<pathelement type="location">/opt/bmc/ARID
/abyd-server-lib.jar</pathelement>
</plug-in>
<plug-in>
<name>ABYDOS.ARF.ARADMINPASS</name>
<code>JAVA</code>
<classname>com.abydosworkflow.designer.ARPlugin</classname>
<filename>/opt/bmc/ARID /ARAdminPass.jar</filename>
</plug-in>
You must restart your AR System server for these changes to take effect, and for the plug-in to be initialized.
Enter the ARID configuration record.
For new installations of Process Designer, you must enter the Process Designer Configuration before the
ARID plug-in can perform its actions at runtime.
To open the configuration record:
Log on to the Mid Tier, using the ARID user credentials (or any other user who has been given
Process Designer Administrator permissions)
Access the configuration record from the Application list under Process Designer > Process
. Designer Configuration
Details of what should be entered in this configuration entry are given in Configuring the ARID plug-in
. The following screenshot provides the and BMC Remedy ITSM Process Designer runtime settings
recommended initial configuration.
Restart the AR System service
To make sure that the ARID plug-in loads the updated configuration entry, restart the AR System service to
re-initialize the plug-in. The ARID plug-in should now be operational.
Configuring the ARID plug-in and BMC Remedy ITSM Process Designer runtime settings
You must perform this procedure for both new installations and upgrades.
To restart services and flush the Mid Tier cache
Restart the web service on the Mid Tier server.
This operation ensures that the Data Visualisation System Files added during the PDICT install are
transferred to the Mid Tier server, where they are referenced.
If this step is not completed, you can experience issues with:
Launching the web client
1.
2.
1.
2.
3.
4.
Viewing processes at run time using the Process Tracker dialog (for fulfillment requests such as
Incident, Change etc) or the Request Details, Process View tab (in SRM requests).
To confirm that all files have been moved to the Mid Tier after you re-start the web service, check the
contents of the folder. This folder should contain recently <Mid Tier root folder>\ThirdPartyJars
modified files with the following names:
ProcessDesigner.jar
designerDVM.jar
JDiagram.jar
requestTrackerDVM.jar
Log on to the Mid tier server and flush the cache.
This operation ensures that the Mid-Tier cache reflects the workflow and form changes made when you ran
PDICT.
Uninstalling
This section explains how to uninstall specific products.
Uninstalling BMC Service Level Management components
Uninstalling the BMC Service Level Management Collection Point
Uninstalling the BMC Service Request Management file system
Uninstalling BMC Service Level Management components
The following procedures describe how to uninstall the
BMC Service Level Management (BMC SLM) components. If
you are uninstalling BMC SLM components, the uninstall
process does not remove the BMC SLM database from your
system. Your BMC SLM data, including AR integrations and
structures, remain intact.
To uninstall BMC SLM components on Microsoft Windows
To uninstall BMC SLM components on UNIX
To uninstall BMC SLM components on Microsoft Windows
Open the Control Panel.
Select . Add or Remove Programs
Select . BMC Service Level Management
Click . Change/Remove
1.
2.
3.
1.
2.
3.
1.
2.
3.
1.
2.
3.
1.
2.
3.
To uninstall BMC SLM components on UNIX
Go tothe BMC Service Level Management installation directory.
Change directories to and execute _uninst uninstaller.bin.
Review the displayed information to uninstall the BMC SLM application components.
Uninstalling the BMC Service Level Management Collection Point
The following paragraphs describe how to uninstall the
Collection Point on Microsoft Windows and on UNIX.
To uninstall the BMC SLM Collection Point on Microsoft Windows
Open the Microsoft Windows Control Panel.
Select . Add or Remove Programs
Select , and click . BMC SLM Collection Point Change/Remove
To uninstall the BMC SLM Collection Point on UNIX
Access the BMC Service Level Management Collection Point installation directory.
Change directories to and execute . _uninst uninstaller.bin
Review the displayed information to uninstall the BMC SLM Collection Point.
Uninstalling the BMC Service Request Management file system
The following procedures describe how to uninstall the file
for BMC Service Request Management. system
Note
BMC does not support uninstalling the BMC Service Request Management database. Your BMC
Service Request Management data (including BMC Remedy AR System integrations) and
structures remain intact.
To uninstall the BMC Service Request Management file system on Windows
Open the Windows Control Panel, and select . Add or Remove Programs
Select . BMC Service Request Management
Click . Remove
To uninstall the BMC Service Request Management file system on UNIX
Access the BMC Service Request Management installation folder.
Change to the folder. UninstallBMCServiceRequestManagement
Run . uninstaller.bin
This section explains how to uninstall the BMC Remedy ITSM Process Designer components.
1.
2.
3.
1.
2.
3.
1.
2.
3.
Uninstalling the Process Designer core application and integration to BMC IT Service Management or BMC
Uninstalling the Process Designer Server
Uninstalling the Process Designer client software
Uninstalling the Mid Tier data visualization modules
Uninstalling Process Designer Integration Tool (PDICT)
Uninstalling the Process Designer core application and integration to BMC IT Service Management
or BMC Service Request Management
By running the PDICT uninstaller, you delete forms and fields containing data. If you need this data, export it first.
Note
You can also manually perform the uninstall process. Contact BMC support for more information
on how to perform the uninstall steps manually.
To uninstall the Process Designer Integration to IT Service Management or SRM and the Core Process Designer Application:
Launch the Process Designer Installation and Configuration Tool (PDICT).
After logging on, select the option. Uninstall
Click to begin the uninstall process. Finish
Note
If you manually installed any customizations or the Process Designer application, some
objects might be installed in Best Practice Mode, and some in Base Development Mode.
Run the uninstaller twice, first in one mode, and then the other. You can skip any errors
that occur.
Uninstalling the Process Designer Server
On Windows servers, perform the following actions:
Click . Add/Remove Programs
Select . BMC IT Service Management - Process Designer Server
BMC recommends that you temporarily stop the BMC Remedy service during uninstall.
For non-Windows servers, manually delete the Process Designer server files. Becausae these include Filter API
plug-in libraries, BMC recommends that you perform the following steps:
Stop your AR System server (using the script) arsystem stop
Edit your file and remove all entries related to the following Java plug-ins: ar.conf
ABYDOS.ARID.FILTERAPI
ABYDOS.ARF.ARADMINPASS
3.
4.
5.
1.
2.
3.
1.
2.
3.
4.
5.
1.
2.
3.
Edit your file and remove the entries related to the Java plug-ins pluginsvr_config.xml
Re-start your AR System server (using script). arsystem start
Delete the Process Designer files in the Process Designer server folder root
Uninstalling the Process Designer client software
On Windows, perform the following actions:
Select . BMC IT Service Management - Process Designer Client
Uninstalling the Mid Tier data visualization modules
To uninstall the Mid-Tier Data Visualization Modules, perform the following steps:
Log on to the Mid Tier.
Open the following Data Visualization forms in Search mode.
Form Identifying Field Field Value
Data Visualization Module Module Name requestTrackerDVM
Data Visualization Module Module Name designerDVM
Data Visualization Definition Module Name requestTrackerDVM
Data Visualization Definition Module Name designerDVM
Data Visualization System Files Name DesignerDVM.jar
Data Visualization System Files Name RequestTrackerDVM.jar
Data Visualization System Files Name JDiagram.jar
Search for the data configuration entries listed in the table.
Remove the data configuration entries.
After these entries have been removed, re-start your web service.
Uninstalling Process Designer Integration Tool (PDICT)
On Windows, perform the following actions:
Select . BMC IT Service Management - Process Designer Client Integration Tool
This section contains activities that you must perform after you install the applications and before you use the
applications.
Configuring BMC Remedy ITSM solution
Configuring BMC Service Level Management
Configuring BMC Service Request Management
Configuring projects
Configuring Foundation
Configuring BMC Remedy ITSM applications
Configuring BMC Service Management Process Model
Manually setting the default currency field
Note
As part of the post-installation processes, the AR CleanupAlertEvents escalation is turned on
automatically. This escalation cleans the Alert Events form.
Configuring BMC Remedy ITSM solution
The following topics provide information on configuring the BMC Remedy ITSM solution after installation:
Completing an upgrade
Synchronizing people information for BMC Remedy ITSM Suite
Enabling localization
Using the multi-tenancy mode
Configuring BMC Remedy AR System server for CAI
Generating a private server queue
Configuring the default web path
Configuring the CAIPluginRegistry form
Configuring the Notification Engine
Changing the time zone
Customizing the out-of-the-box survey notification URL
Re-create fields for your customized join forms
About installing Adobe Flash Player
Adding a private queue port number for Software License Management
Creating preference records
Configuring the appquery plugin for a private RPC server queue
Configuring the environment for accessibility
1.
2.
3.
4.
Completing an upgrade
To complete an upgrade, perform the following steps.
To complete an upgrade
Compare the customized data that you exported before installing the current product to the product's data.
Re-import your legacy data needed to run your application.
Compare the customized workflow that you exported before installing the current product to the product's
workflow. Re-import your legacy workflow, or manually modify the workflow needed to run your application.
Use BMC Remedy Developer Studio to restore views of forms where UI layout was changed.
Compare the legacy workflow that you had disabled to make sure there were no new changes, before you
re-disable them.
Synchronizing people information for BMC Remedy ITSM Suite
By synchronizing people information, you ensure that the Software License Management (SWLM) component of
BMC Asset Management uses the data in the BMC Atrium CMDB to connect software contracts and software CIs.
It also ensures that the SWLM component calculates whether a given instance of the software is in compliance with
the applicable license agreement.
Run the People Synchronization utility if you are upgrading from BMC Remedy ITSM 7.0.03 patch 009 or later. The
People Synchronization utility synchronizes the following BMC Remedy ITSM data with the corresponding BMC
Atrium CMDB table:
BMC Remedy ITSM data BMC Atrium CMDB table
CTM:People BMC.CORE:BMC_Person Class Atrium
AST:AssetPeople (record associations or any existing
CI relationships)
BMC.CORE:BMC_Dependency Class Atrium
Running the Initiate People synchronization
Running the CTMPPLSyncInitiated escalation
Running the sandbox reconciliation
Running the Initiate CI synchronization
Enabling the AssetPeopleSyncInitiated escalation
Running the sandbox job run synchronization
Verifying the synchronization
Technical information for people synchronization
Running the Initiate People synchronization
You run the People Synchronization utility from the Application Administration console. This is the first procedure in
1.
2.
3.
4.
5.
6.
the People Synchronization process.
To run the synchronization
Log on to the server that is running the BMC Remedy ITSM applications. Use a logon ID that has application
administration privileges.
From the navigation page on the Home Page, click Application Administration Console.
From the console, click the tab and then select Custom Configuration Foundation > People > People
. Sync Console
Click to open the People Synchronization console. Open
On the console, click . Refresh Counts
The following console fields are updated:
# of Unreconciled People The number of CTM:People records in the system that have not been
reconciled. On these records, the Reconciliation Identity field equals 0.
# of Production Persons The number of BMC_Person Class records that have been reconciled to
the BMC.ASSET production data set. If this field contains a value, it indicates either that an earlier
upgrade has previously reconciled records, or that new records were created after the upgrade and
reconciled automatically by the system.
# of Sandbox Persons The number of BMC_Person Class records that currently exist within the
BMC.ASSET.SANDBOX dataset.
# of Bulk Sandbox Persons The number of BMC_Person Class records that currently exist within
the BMC.ASSET.SANDBOX.BULK dataset.
# of Asset People Records The number of AST:AssetPeople records that refer to an association
between a People record and an associated CI where the Person Role is equal to Used by.
# of Dependency Records The number of BMC_Dependency Class records that were created by
the synchronization of an association made by the AST:AssetPeople form where the Person Role is
equal to Used by.
# of Sandbox CI's The total number of records that currently exist within the
BMC.ASSET.SANDBOX dataset. Any CI can use the Sandbox dataset for reconciliation. When you
initiate the synchronization and run the Sandbox job, all records in the sandbox are processed by that
job. This indicates approximately how many records will be processed for the given run.
# of Production CI's ---The total number of records in the BMC.ASSET dataset.
Click . Initiate People Sync
The Initiate People Sync process starts. This process identifies which records need to be synchronized by
updating the SetForEscReconcilitation flag to Yes on all People records that have the Reconciliation Identity
flag set to 0.
Leave the People Sync console open. You will refer to it while performing the next procedure.
You enable this escalation from Developer Studio, which causes it to run at the end of the interval time.
1.
2.
3.
4.
5.
6.
7.
1.
2.
3.
4.
Run this escalation after the Initiate People synchronization finishes.
To run the escalation
Log into Developer Studio using an ID with Administrator User privileges.
Open the CTM:PPL:SyncInitiated escalation. This escalation is disabled when you open it.
Change the value in the field to . State Enabled
Ensure the value in the field is . Run By Interval
Change the and the value to , and the value to . This ensures the escalation Days value Hours 0 Minutes 2
runs within two minutes of you saving the changes.
Save the changes and wait for the system to start the escalation.
Verify whether the escalation has started by clicking on the People Sync console. When the Refresh Counts
escalation is running, the record count in the field increases. When the value in the # of Sandbox Persons #
field is no longer increasing, the escalation job is finished. of Sandbox Persons
When the escalation finishes, change the value in the field to and save the change. State Disabled
You run the sandbox reconciliation from the People Sync console.
Run the sandbox reconciliation after you run the CTM:PPL:SyncInitiated escalation.
To run the reconciliation
On the People Sync console, click . Initiate Sandbox Job Run
The BMC Asset Management - Sand Box Reconciliation job starts. This job processes the sandbox records
and promotes them to the production dataset.
Click to ensure the field is cleared and set to 0. Refresh Counts # of Sandbox Records
Check that the field is reset to 0 and that the value in the # of Un-reconciled People # of Production
field equals its previous value (that is, its value prior to initiating People Sync) plus the number of Persons
unreconciled people.
If the field has a value greater than 0 after the synchronization finishes, a # of Un-reconciled People
processing error occurred on the individual . CTM:People Record
If the field has a value greater than 0 after the synchronization finishes, click # of Un-reconciled People Ref
on the table field. resh CTM:People Records that have not been reconciled
You must examine these records individually to determine why they were not synchronized. In most cases,
the People data on the associated record contains at least one data element that violates an existing rule for
People or BMC_Person creation.
1.
2.
1.
2.
3.
4.
5.
6.
7.
This process synchronizes existing CI AST:AssetPeople Used by relationships with the corresponding
BMC_Dependency Class table.
Perform this procedure after you run the sandbox reconciliation. For this process to complete successfully, all
CTM:People that have a "Used by" association with an existing CI need to be properly reconciled. If a People record
containing a Used by association is not reconciled, the associated CI Sync fails for that association record.
On the People Sync console, click . Initiate CI Sync
The synchronization job starts.
Leave the People Sync console open.
You refer to it while performing the next procedure.
You enable this escalation from BMC Remedy Developer Studio. The escalation runs automatically at the end of the
stated interval time, which you can configure.
Enable this escalation after the Initiate CI synchronization finishes.
To enable the escalation
Log into BMC Remedy Developer Studio using an ID with Administrator User privileges.
Open the escalation. It is disabled when you open it. ASI:AEO:AssetPeopleSyncInitiated
Change the value in the field to Enabled. State
Ensure the value in the By field is Interval. Run
Change the values in the field and the field to 0, and the value in the field to 2. Days Hours Minutes
This ensures that the escalation runs within two minutes of you saving the changes.
Wait for the system to start the escalation.
To verify whether the escalation has started, click on the People Sync console. The value in Refresh Counts
the field increases to match the value in the field. # of Dependency Records # of Asset People Records
The numbers, however, can be different if you are running a BMC Atrium CMDB application or integration
that creates BMC_Person.
When the escalation finishes, change the value in the field to Disabled and save the change. State
The escalation is finished when the value in the field stops changing. # of Dependency Records
You run this job from the People Sync console.
1.
2.
3.
Perform this procedure after you run the AssetPeopleSyncInitiated escalation.
On the People Sync console, click . Initiate Sandbox Job Run
The BMC Asset Management - Sand Box Reconciliation job starts. This job processes the sandbox records and
promotes them to the production dataset.
This section describes how to verify the synchronization finished without error against all of the People records.
If some records were not reconciled, this section also provides some troubleshooting suggestions.
To verify the synchronization
After the Sandbox Job Run finishes, click . Refresh Counts
If the value in the field is 0, the reconciliation completed against all of the Un-Reconciled People Records
records. If the value is greater than 0, continue with this procedure.
Click (above the table). Refresh CTM:People Records that have not been reconciled
The table refreshes with a list of the People records that were not reconciled.
Continue with . Troubleshooting unreconciled records
Technical information for people synchronization
This section contains technical information about the People Synchronization utility:
Dataset description
Mapping the CTMPeople form to the BMC.Core.BMC_Person class
Rules for moving CTMPeople records to BMC_Person class
Configuration settings for People Synchronization and sandbox
Dataset description
The People Synchronization utility uses the following datasets.
BMC.Asset
The production dataset. All records created are eventually reconciled to the production dataset. BMC_Person
BMC.Asset.Sandbox
The dataset used to reconcile updates to CTM:People that were manually generated using a mid-tier client. For this
dataset, you can call the reconciliation job for the sandbox either inline or by using reconciliation schedules.
BMC.Asset.Sandbox.Bulk
The dataset used to reconcile updates to CTM:People that were generated using any client other than the mid-tier
client. records updated this way are considered bulk updates and are processed using the bulk BMC_Person
sandbox. Any Modify All operation against CTM:People is also considered a bulk operation and uses this dataset to
create records. In this case, the reconciliation job for the bulk sandbox uses a reconciliation schedule. BMC_Person
It does not make inline calls to the bulk sandbox.
Mapping the CTMPeople form to the BMC.Core.BMC_Person class
The mapping from the CTM:People form to the class is listed in the following table: BMC.CORE:BMC_PERSON
BMC_PERSON FIELD LENGTH CTM_PEOPLE FIELD LENGTH
TokenId 254 NULL N/A
Name (See Rules for field
value creation)
254 Remedy Login ID 15
NameFormat 80 UserName HARDCODE(8)
FirstName 254 First Name 30
LastName 254 LastName 30
Email 254 Internet E-mail 255
PersonDepartment 254 Department 60
ShortDescription 254 Remedy Login ID 15
CDIntegrationID Person ID Person ID 15
Fax 64 Phone Number Fax 50
MiddleName 254 Middle Initial 30
MobilePhone 254 Phone Number Mobile 50
OfficePhone 254 Phone Number Business 50
PagerPhoneNumber 254 Phone Number Pager 50
PersonID 255 Person ID 15
PersonRegion 254 Region 60
ITSM_Organization 254 Organization 60
Company 254 Company 254
Region 254 Region 60
ReconciliationIdentity 254 ReconciliationIdentity 38
MarkAsDeleted (No/Yes) 254 Profile Status
(Delete/Active)
HARDCODE
DatasetID 254 Z1D_BMC_Person_Datas
et_ID
0
NameFormat 254 HARDCODED UserName HARDCODE
Site 254 Site 60
AssetID 254 Corporate ID 30
SiteGroup 254 Site Group 60
CMDBRowLevelSecurity 254 Assignee Groups 255
ShortDescription (See
Rules for field value
creation)
254 Remedy Login ID 15
Rules for moving CTMPeople records to BMC_Person class
This topic describes the rules that govern when the system moves a CTM:People record to the class. BMC_Person
It also describes the rules used in the creation of the record. BMC_Person
Create
When a new CTM:People record is created, an associated record is also created. BMC_Person
Delete
When the system deletes a CTM:People record, an associated record is generated within the class BMC_Person
that must be reconciled with the corresponding production dataset record. Upon reconciliation, the Mark As Deleted
field on the production dataset entry of the corresponding record is set to Yes.
Modify
When you modify an existing CTM:People record, the system performs a validation check to assess whether any of
the fields represented within the class from CTM:People were modified. If none were modified, no BMC_Person
action is taken. If any of the associated field values was modified, the system generates a new record. BMC_Person
The core fields used to determine a legitimate Modify action, which performs an associated update or
synchronization to the class, are as follows: BMC_Person
Company
Person ID
Internet E-mail
Department
Region
Phone Number Fax
Phone Number Mobile
Phone Number Business
Middle Initial
First Name
Last Name
Site
Organization
Site Group
Corporate ID
Remedy Login ID
Profile Status
If any of these core fields is changed when modifying a people record, the system performs a synchronization to the
CMDB class. BMC_Person
Configuration settings for People Synchronization and sandbox
The Reconciliation Engine runs according to existing configuration settings within the system.
The Asset Management Advanced Setting form displays the production, sandbox, and People Synchronization
dataset information and settings.
You can access the Asset Management Advanced Setting form by opening the Application Administration console
from the IT Home page and then clicking the tab. From the tab, select Custom Configuration Asset Management
. > Advanced Options > Asset Management Settings
Note the following important settings:
Dataset Name The production dataset that contains the live, or "golden" data.
Sandbox Dataset Name The name used with the sandbox, or a dataset used within the reconciliation
process.
Sandbox Job Calls for People Specifies the sandbox dataset reconciliation method, as described in the
following points:
Inline When you perform a manual creation or modification to a CTM:People record and the client
tool you use is either the Windows User Tool or a mid-tier client, the system immediately makes a call
to perform a reconciliation. Prior to making a new in-line call to the sandbox, the system performs a
pre-check to ensure that an existing job run is not already in progress. This eliminates the need to run
a new job.
1.
2.
3.
Schedule The system uses a schedule to process any records within a given dataset at the times
defined by the schedule. The default scheduled times for the BMC.ASSET.SANDBOX and the
BMC.ASSET.SANDBOX.BULK datasets are daily at 12:00 A.M. The system administrator can alter
the schedule for any dataset to accommodate specific needs. For example, an hourly synchronization
is performed from an Active Directory (LDAP or third-party source) to CTM:People. The system
administrator may choose to set up an hourly schedule to run a reconciliation job at 20 minutes past
the hour daily.
System Default This method makes use of the client tool, the operations being performed, and the
Asset Management Settings to automate the selection of the dataset to use to create a BMC_Person
record. The system default also allows for future growth, in case special keywords are introduced to
handle specific types of requests.
Enabling localization
If you are using a locale other than English, you must denote that BMC Remedy Action Request System is ready for
localization, meaning that objects with Field ID 160, for example, account menus, are taken into account when
information is retrieved.
Note
If you select additional locales in addition to English, the installer automatically enables the
Localize Server option.
To enable localization
From the IT Home page, open the AR System Administration Console.
In the AR System Administration Console, go to the section. System > General > Server Information
In the tab, select the option. Advanced Localize Server
Using the multi-tenancy mode
The multi-tenancy mode is enabled by default regardless of whether the tenancy mode is set to single tenancy or
multi-tenancy.
Multi-tenancy is a way to keep the data separate among multiple companies, departments, or other groups. It also
makes it possible to host multiple companies and their data on a single server.
Multi-tenancy means that users will select the appropriate company from the Company field instead of the Company
field defaulting to a single company.
For more information, see . Configuring multi-tenancy
Configuring BMC Remedy AR System server for CAI
The application installer automatically installs integrations with BMC Remedy Change Management 7.0 (and later)
and BMC Remedy Incident Management 7.0 (and later). This section explains how to configure the integrations.
The product uses Command Automation Interface (CAI) to integrate with backend applications, such as the Incident
Management feature of BMC Service Desk and BMC Change Management. CAI is a subcomponent that is used to
run commands on external systems. CAI uses a command definition (a type of template) to construct commands
using the parameters sent to it by BMC Remedy ITSM. CAI then uses a predefinedconduit (for example, a web
service, a command line, a URL) to execute the command.
1.
2.
3.
4.
5.
6.
7.
8.
1.
2.
3.
The installer also registers the plug-in path. The plug-in path is added to the beginning of the existing path.
By default, CAI uses the fast and list server queues from BMC Remedy AR System, which in high-volume
installations can have a detrimental effect on performance. To improve performance, however, you can generate a
private server queue for CAI to use exclusively for its processing. This takes pressure off the queues and assists
with improving performance.
Related topic
This procedure describes how to generate a private server queue.
Note
To complete this procedure, you must determine the minimum and maximum number of threads
to specify for the private server queue.
To define a private server queue
Click . System > General >Server Information
Click the tab. Ports and Queues
Generate a private queue. Click in any blank row of the RPC Prog Number column.
From the RPC Prog Number cell list, type the next available RPC Program Number.
Note this number because you need it to configure the CAI Plugin Registry form.
Click in the new Min Threads cell, and change the value to at least 2.
Click in the new Max Threads cell, and then change the value to at least 6.
Click . OK
A private queue with the RPC Program Number you specified in step 5 will appear in the table the next time
you open the tab. Ports and Queues
Configuring the default web path
To ensure that users can access the application from a browser, complete the following steps.
To configure the default web path
Click tab. System > General > Server Information> Advanced
Enter the path to the mid tier in the field, per this format: Default Web Path
http:// :/arsys/
Configuring the CAIPluginRegistry form
Perform the following procedure to configure the CAI:PluginRegistry form to define and configure thread pools for
specific commands. Thread pools for different commands are configured in the CAI:Commands form. For more
information on the CAI:Commands form see, . Defining command parameters
1.
2.
3.
4.
5.
6.
7.
1.
2.
3.
4.
5.
6.
7.
Configuring thread pools defines dedicated CAI threads for use by the specific command. This ensures that
requests from a command use only the dedicated threads, and performance of other command requests to the CAI
is not affected.
To configure the CAI:PluginRegistry form
In a browser, open the CAI:PluginRegistry form by opening the Application Administration Console, selecting
the tab, and selecting Custom Configuration Foundation > Advanced Options > Command Automation
. Interface - PlugIn Registry
In the field, type the private queue number that you generated in Private Queue # Generating a private
. server queue
In the CAI Pool Configuration table, select any CAI pool and click to edit the number of threads for the View
selected pool. To add a new pool, click , fill in the details, and click . This updates the total number Add Save
of threads automatically. The pool that you created here will be used to configure the outbound messages
and commands for a specific pool.
Note
On the Commands form, you can configure one of the pool numbers that you defined in
step 3. If the pool number is not defined, the default pool (#0) is used. For more
information, see . Defining command parameters
Ensure that the maximum number of threads that you specified in is less Generating a private server queue
than the computed threads in step 3.
In the Log Level drop-down list, select the desired level for the CAI plug-in log entries. The WARN level is the
recommended default value.
Click to save the entry, and close the CAI:PluginRegistry form. Close
Restart BMC Remedy AR System so that CAI picks up the new private queue information.
Configuring the Notification Engine
You can improve performance by changing the Escalation server threads count.
Recommendation
To take advantage of the optimized Notification Engine workflow, change the Escalation Max
Threads count from the default value of 1 to 3.
To modify the Escalation server threads count
Select the record for the Escalation type.
Click in the Min Threads cell, and change the value to at least 1.
Click in the Max Threads cell, and change the value to at least 3.
Click . OK
1.
2.
3.
4.
5.
6.
7.
1.
2.
3.
4.
1.
2.
a.
Changing the time zone
If you have been given Administrator permissions, you can change the default time zone in the application for your
application server. It is specified by a value of in the field on the Time Zone form. Yes Server Timer Zone
To specify a time zone
From the IT Home page, open the Application Administration Console.
Click the tab. Custom Configuration
Choose , and click . Foundation > Organizational Structures > Time zone Open
Click to find the time zone where your application server is located. Search
Select your time zone from the results list.
To make the selected time zone the default, select in the field. Yes Server Time Zone
Click . Save
Customizing the out-of-the-box survey notification URL
The out-of-the-box survey notification URL provides generic information. Perform this procedure to customize the
URL that is sent out with survey notifications.
You must have Administrator permissions to perform this procedure.
To customize the survey notification URL
Open the SYS:Attachments form from the object list.
Search for all records with the field. Attachment Definition=Survey
These records hold the BMC Remedy Mid Tier URL for each survey link that is sent out.
In the field data replace and with the correct server host names that URL <arserver> <midtierserver>
correspond to your environment.
Click . Save
Re-create fields for your customized join forms
After you have installed BMC Remedy ITSM 7.6.04 or later, you might need to re-create fields for customized join
forms.
Note
If you have BMC Service Level Management installed, see Rebuilding request-based or
for procedures on rebuilding service request data sources. availability data sources
To identify and add join form fields that have been removed during an upgrade
Using BMC Remedy Developer Studio, open the forms you identified in Preserving your customized join
during pre-installation. forms and related views
Identify any of the join fields that previously referenced BMC Remedy ITSM fields that have been removed by
the upgrade process and add them back into the join form by performing the following steps:
While displaying the form, choose , where is the Form > Add Fields from ITSM Form ITSM Form
2.
a.
b.
c.
d.
1.
2.
3.
4.
5.
1.
2.
3.
4.
form that the join fields previously referenced.
Select the fields and click . OK
Save the form.
Note
Placement of the field within the view is not important, as its display properties will
be updated when the views are imported.
Repeat for all of the affected join forms.
To import views
Using BMC Remedy Developer Studio, import the views that were exported during the pre-install actions by
performing the following steps:
Choose . File > Import
When the Import dialog appears, select the View Definitions import source and click . Next
Select the directory and file name that contains the view definition and click . Next
Add a check mark in the Import in Place option and click . Finish
Repeat these steps for all of the affected join forms.
About installing Adobe Flash Player
You must install Adobe Flash Player on every client computer that accesses the application. Otherwise, errors can
occur when viewing data visualization fields.
You can download Adobe Flash Player from the website. Adobe
Adding a private queue port number for Software License Management
The following procedure describes how to manually add a private queue port number for Software License
Management.
To add a private queue port number for Software License Management
Backup the file. pluginsvr_config.xml
Edit the file to remove the comment and specify a port. By default, the pluginsvr_config.xml pluginsvr_co
file is located in the directory. nfig.xml C:\Program Files\BMC Software\ARSystem\pluginsvr
Save the file.
Restart the BMC Remedy AR System server.
Note
If you want to use a private RPC queue for the Software License Management Engine,
add the following parameter to the RMDY.ITSM.RLE plugin block in the pluginsvr_confi
: g.xml file
<private_rpc_socket> </private_rpc_socket> PrivateRPCProgramNumber
For more information about defining a private RPC program number, see Setting ports
. and RPC numbers
1.
2.
3.
4.
5.
6.
7.
a.
The following sample displays the RMDY.ITSM.RLE plugin block of the file after you have pluginsvr_config.xml
made all of the changes described in this topic.
<plugin>
<name>RMDY.ITSM.RLE</name>
<code>JAVA</code>
<filename>C:\Program Files\BMC Software\ARSystem\pluginsvr\rle\rle.jar</filename>
<classname>com.bmc.itsm.rle.RuleEngineFilterAPI</classname>
<pathelement type="path">C:\Program Files\BMC
Software\ARSystem\pluginsvr\rle</pathelement>
<pathelement type="location">C:\Program Files\BMC Software\ARSystem
\pluginsvr\rle\lib\JbcParser.jar</pathelement>
\pluginsvr\rle\lib\cmdbapi7603.jar</pathelement>
\pluginsvr\rle\lib\aspectjrt.jar</pathelement>
<userDefined>
<server_name>w2k3-sv-vm1</server_name>
<server_port>0</server_port>
<private_rpc_socket>390636</private_rpc_socket>
</userDefined>
</plugin>
Creating preference records
The following information explains how to create preference records:
Creating BMC Remedy AR System user preference records
Creating temporary application user preference records
Creating BMC Remedy AR System user preference records
You must define a BMC Remedy AR System user preference record for each user who needs user preferences for
accessing the application from a browser. A user will require a user preference record when, for example, they need
to see data using a locale other than English.
When users log in, they specify the report server name in the field of the Login dialog box. Preference server
To add a user preference record
From IT Home page, open the AR System Administration Console.
Choose . User Preferences > My User Preferences
In the field of the AR System User Preferences form, type the login name of the user for whom Login Name
you are adding this record.
In the field, type any additional information for the user. Short Description
Click the tab. Advanced
Type the name of the BMC Remedy AR System server on which you installed the application (which includes
the predefined reports server) in the field. Report server
If this user needs to view reports from a browser:
7.
a.
b.
8.
1.
2.
1.
2.
3.
4.
5.
6.
a.
b.
c.
Click the tab. Web
In the field, select for a Microsoft Internet Explorer browser or Crystal Report Viewer ActiveX HTML
for a Firefox or Mozilla browser. with frames
Click . Save
Creating temporary application user preference records
This procedure describes how you can improve performance by creating temporary application user preference
records that will be used until each user creates their own preference records.
To create temporary application user preferences
Access the Application Preferences form.
Modify the System Default record to include default preferences for each application module.
Configuring the appquery plugin for a private RPC server queue
To assist with improving performance, you may choose to create a private RPC server queue and configure the
appquery plugin to support it:
To create a private RPC server queue
To configure the appquery (conquery) plugin
To create a private RPC server queue
In your browser, open the AR System Administration Console and select System > General > Server
. Information
Select the tab. Ports and Queues
Use the private RPC program number from one of the following ranges (for example, 390685):
390621 - 390634
390636 - 390669
390680 - 390694
Note
Ensure that the selected RPC program number is not already in use by referring
to the list of private RPC queues that have already been created in the Ports and
tab. Queues
Change to and to . Min Threads 4 Max Threads 6
Min Threads and Max Threads can be configured based on server load and the number of concurrent users.
Use the preceding values to start. These parameters can be tuned later by the administrator depending upon
the load.
After the Private RPC number is added, click . Apply
Confirm that the contains the RPC program number that you just added: ar.cfg
Open the file using a text editor. The default path for is ar.cfg ar.cfg C:\Program Files\BMC
. Software\ARSystem\Conf\ar.cfg
Look for the RPC program number that you just added (for example, 390685) in the file. ar.cfg
6.
c.
1.
2.
3.
If the corresponding changes are not reflected, add them manually using the text editor and by
referring to the screenshot below.
To configure the appquery (conquery) plugin
Stop the BMC Remedy AR System server.
Open the file. The default path for this file is pluginsvr_config.xml C:\Program Files\BMC
. Software\ARSystem\pluginsvr\ pluginsvr_config.xml
Change the Private-RPC-Socket value so it is the same as the RPC program number in step 3 of the
previous procedure.
3.
4.
5.
a.
b.
<plugin>
<name>REMEDY.ARDBC.APPQUERY</name>
<code>JAVA</code>
<filename>C:\Program Files\BMC
Software\ARSystem\pluginsvr\qry\conquery.jar</filename>
<classname>com.bmc.itsm.conquery.ardbc.conquery.Query</classname>
<pathelement type="location">C:\Program Files\BMC
Software\ARSystem\pluginsvr\qry\conquery.jar</pathelement>
<pathelement type="location">C:\Program Files\BMC
Software\ARSystem\pluginsvr\foundation_shared\ITSMCommonUtils.jar</pathelement>
<pathelement type="path">C:\Program Files\BMC
Software\ARSystem\pluginsvr\qry</pathelement>
<userDefined>
<server_name>vw-pun-asp-pr20</server_name>
<server_port>0</server_port>
<Private-RPC-Socket>390685</Private-RPC-Socket>
</userDefined>
</plugin>
<plugin>
Verify the private RPC queue:
In your browser, open the AR System Administration Console, and select System > General >
. Server Information
Select the tab. Port and Queues
Configuring the environment for accessibility
This section describes the optimal environmental settings for the best performance for users with disabilities.
Note
For best performance for users with disabilities, use the BMC Remedy Mid Tier to access the
BMC Remedy ITSM applications. This is especially important if you use the Freedom Scientific
JAWS screen reading software and keyboard access as your primary interface tools.
1.
2.
3.
The following topics are discussed:
Setting accessibility options
Software recommendations for using text-to-speech readers
Configuring the JAWS screen reading software
Configuring accessibility options in Microsoft Windows
Section 508 compliance issues
Related topics
Known issues for accessibility (JAWS screen reading software)
Making your application accessible - Section 508 compatibility
Setting accessibility options
Users with disabilities can use keyboard and screen-reading software, such as Freedom Scientific JAWS for
Microsoft Windows. To enable the software to present data as a table and then read the table, you must set
accessibility options. To ensure the best performance when you use BMC Remedy ITSM products with accessibility
options, ensure that your application is configured correctly.
Notes
You must have BMC Remedy AR System administrator permissions to change these
settings.
Set preferences for each user in BMC Remedy AR System. Each user must have a
separate entry in the BMC Remedy AR System User Preferences form.
To set accessibility options
Open the BMC Remedy AR User Preferences form.
Click the tab. Accessibility
Select the option. The accessibility mode defines sight-impaired users' capabilities for a Accessible Mode
generated HTML page.The following options are available:
Default No optimization.
Screen Magnifier/Low Vision Accessed by Low Vision users with a third-party screen
magnification device.
Screen Reader/No Vision Accessed by No Vision users with an assistive device, such as JAWS.
3.
4.
5.
6.
a.
b.
c.
d.
Notes
When adding image buttons to a form, you must add a label for the button
image or alternative text so that screen readers can read the ALT tag for
the image. When the No Vision option is set in user preferences, the
screen reader uses the label text or alternative text.
For Low Vision users, when you use the zoom capability of the browser,
form fields are truncated if:
The following settings are selected for Internet Explorer
Ignore Colors Specified on Webpages
Ignore font styles Specified on Webpages
Ignore font sizes Specified on Webpages
The following setting is disabled in Firefox
Allow pages to choose their own fonts, instead of my
selections above
Select the option. Accessibility controls the amount of non-visual feedback provided Accessible Message
through active links.The following options are available:
No Action No messages are shown for accessibility. Active link message actions of the Accessible
type are ignored.
Message Action Displays accessibility messages defined by an active link message action of the
Accessible type.
All Actions Displays accessibility messages to reflect visual changes on the page, as well as
accessibility messages defined by an active link message action of the Accessible type.
Save the form.
In the BMC Remedy Mid Tier system that supports the deployed BMC Remedy ITSM application, specify the
server that contains the accessibility user preference as the preference server.
Open the AR System Administration Console, and click . System > General > Server Information
The AR System Administration: Server Information form appears.
From the Preference Server list, select . The preference forms must be available on Use This Server
the server. For more information about setting the preference server, see Establishing a mandatory
in the BMC Remedy AR System documentation. preference server
Click . OK
Software recommendations for using text-to-speech readers
To ensure the best performance when you use BMC Remedy ITSM applications with the Freedom Scientific JAWS
screen-reading software, the following software packages are required:
One of the following operating systems:
Microsoft Windows XP, 32-bit only
1.
2.
3.
4.
5.
6.
7.
8.
9.
a.
b.
c.
Microsoft Vista, 32-bit or 64-bit (Enterprise, Business, Ultimate)
Microsoft Windows 7, 32-bit or 64-bit (Professional, Enterprise, Ultimate)
Microsoft Internet Explorer 8.1
JAWS screen reader 11.x
Configuring the JAWS screen reading software
This topic explains how to configure the BMC Remedy ITSM applications to use the Freedom Scientific JAWS
screen reading software.
To configure the JAWS screen reading software
Open the JAWS screen reading application.
Choose . Utilities > Configuration Manager
Ensure that the focus is on the Configuration Manager window.
Choose . Set Options > HTML Options
Ensure that the focus is on the HTML Options dialog box.
Click the tab. Links
From the group, select . Text Link Options Use Title Format
Click . OK
Close the Configuration Manager.
On the relevant dialog box, confirm the option. Save Configuration
Customize the JAWS 11 settings once on every machine:
Press to open the Personalized Site Setting dialog box. Insert+Shift+V
Select . (This option is set to On by default.) Link Settings > Filter Consecutive Duplicate Links
Clear to turn that feature off. This disables Execute to Set Filter Consecutive Duplicate Links
filtering of duplicate and consecutive page links on the Web client.
Related topic
Configuring accessibility options in Microsoft Windows
This section provides the following procedures for configuring Microsoft Windows operating systems for optimal
accessibility:
Configuring the Start menu
Configuring display options
Setting up folders
Setting up Windows Explorer
Configuring system performance
Configuring the Start menu
1.
2.
3.
4.
5.
6.
7.
8.
1.
2.
3.
4.
5.
6.
7.
8.
Use the following steps to configure the Start menu options.
To configure the Start menu
Press on your keyboard to open the Start menu. Ctrl+Esc
Type S to open the Settings menu, and press . Enter
The Settings submenu options are displayed.
Type C for Control Panel.
Press the T until your hear the words "taskbar and start menu," and then press . Enter
The Taskbar and Start menu properties dialog box appears.
On the Taskbar tab, perform the following actions:
If the Group similar taskbar buttons option is selected, press Alt+G to deselect it.
If the Hide inactive icons options is selected, press Alt+H to deselect it.
Press Ctrl+Tab to select the Start Menu tab.
Press Alt+M to select the Classic Start menu option.
Press Tab until you hear "OK", and press to save the changes. Enter
Configuring display options
Use the following steps to configure Windows display options.
To configure display options
Press CTRL+ESC on your keyboard to open the Start menu.
The Start menu appears.
Type to open the Settings menu, and press . S Enter
The submenu options for Settings appears.
To open the Display properties dialog box, type for Control Panel. C
Press the letter on your keyboard until your hear the word "display," and then press . D Enter
The Display properties dialog box appears.
On the Themes tab, make sure that the Windows XP option is selected in the Themes drop-down list.
The Windows XP options appear depending on the version of Windows you are using.
Press CTRL+TAB to select the Desktop tab and perform the following actions:
Press ALT+K to select the Background list, and type until you select Bliss. B
Press ALT+P to select the Position drop-down list, and press the down arrow key until you select
Stretch.
Press CTRL+TAB to select the Screen Saver tab, and perform the following actions:
Press ALT+S to select the Screen saver drop-down list.
Press PAGE UP until you select (None).
Press CTRL+TAB to select the Appearance tab, and perform the following actions:
Press ALT+W to select the Windows and buttons list, and type until you choose the Windows W
Classic style option.
8.
9.
1.
2.
3.
4.
5.
6.
1.
2.
3.
4.
5.
6.
7.
8.
9.
Press ALT+C to select the Color scheme drop-down list, and type until you choose the Windows W
Standard option.
Press ALT+F to select the Font size list, and type until you choose the Normal option. N
Press TAB until you hear "OK", and press to save the changes. Enter
Setting up folders
Use the following steps to set up Windows folder options.
To set up folders
Press and hold the Windows key on your keyboard and type to view the Windows Desktop. M
All other windows minimize and the Desktop appears.
Type for My Computer and press . M Enter
Note
If you have renamed the My Computer icon, you need to type the starting letter of your
computer name instead of . M
The My Computer window appears.
Press ALT+T to display the Tools menu.
Press ALT+O to open the Folder Options dialog box.
On the General tab, perform the following tasks:
Press ALT+I to select the Use Windows classic folders option in the Tasks section.
Press ALT+M to select the Open each folder in the same window option in the Browse folders section.
Setting up Windows Explorer
Use the following steps to set up Windows Explorer options.
To set up Windows Explorer
Press Windows+E to open Windows Explorer.
Press ALT+V to display the View menu.
Type and then to choose the Arrange Icons by Name option. I N
Press ALT+V to display the View menu.
Type to display the Arrange by Icons option. I
If the Show in Groups option is checked, move to the option and press to uncheck it. Enter
Press ALT+T to display the Tools menu.
Type to display the Folder Options dialog box. O
Press CTRL+TAB to select the View tab.
Press the space bar to select the Apply to All Folder button, and press ALT+Y to accept the changes to the
9.
10.
1.
2.
3.
4.
5.
6.
7.
8.
9.
folder views.
Configuring system performance
Use the following steps to configure the system performance settings on your computer.
To configure system performance
Press CTRL+ESC on your keyboard to open the Start menu.
The Start menu appears.
Type to open the Settings menu, and press . S Enter
The submenu options for Settings appears.
To open the System properties dialog box, type for Control Panel. C
Press the letter on your keyboard until your hear the word "system," and then press . S Enter
The System properties dialog box appears.
Press CTRL+TAB until you select the Advanced page.
The Advanced page appears.
Press ALT+S to activate the Performance Settings button.
The Performance Options dialog box appears.
On the Visual Effects tab, if the Custom option is selected, make sure that the following properties are
unchecked:
Animate windows when minimizing and maximizing
Slide open combo boxes
Smooth-scroll list boxes
Use visual styles on windows and buttons
Press to close the Performance Options dialog box. Enter
Press TAB until you hear "OK", and press to close the System properties dialog box. Enter
Section 508 compliance issues
This section describes the compliance issues for the BMC Remedy Web Client.
Note
The sub-headings shown in the following Criteria table column refer to specific sections in the
Section 508 Software Voluntary Product Accessibility Template (VPAT) Report.
Criteria Remarks
1194.22 Web-based Intranet and Internet
Information and Applications

(a) A textual description for every non-text element
should be provided (for example, by way of alternative
text, longdesc, or element content).
Although the BMC Remedy Web Client provides
alternative text (alt text) for most of its images, a
number of key images used to render image links do not
provide appropriate alt text that conveys the meaning,
state, or action that is conveyed visually. Also, a small
number of static images do not contain appropriate alt
text.
In a small number of cases, the textual equivalents are
inappropriate or inadequate:
For BMC Change Management, BMC Knowledge
Management and BMC Service Desk, the primary
example involves the Process Flow Status bar, in
which the image links that render the several status
names are all described as buttons, rather than their
visually rendered text. In addition to certain other
issues, this makes the Process Flow Status bar and
its accelerator menu difficult for screen reader users
to use successfully. However, the application does
offer other methods of identifying a record's status
and moving it to the next stage.
On the BMC Asset Management console home, the
alt text of the image for the menu that must be used
to select which type of asset to create is unclear.
Also, in the Upgrade License Certificate wizard of
Software Asset Management, many of the textual
equivalents are incorrect.
Many text links provide additional information about
their target, action, or state via title attributes. User of
the Freedom Scientific JAWS screen-reading
program should ensure that their screen reader is
configured to announce text links by their title
attributes when using the mid tier.
In BMC Knowledge Management:
More severely, the creation of the Decision
Tree type of knowledge article is inaccessible
to screen reader users. In this highly-visual
component, the nodes of the tree do not
provide any textual equivalents to indicate
their type, level, or state. Additional problems
occur, including severe keyboard accessibility
problems that are discussed in section
1194.22 Web-based Intranet and Internet
Information and Applications of the Section
508 Software VPAT Report.
The pages exhibit a significant number of
images that are functionally static but that are
rendered as active image links. This problem
hinders page comprehension and navigation,
since these image links appear in the tab
order yet are non-functional. It occurs
throughout the application, particularly in the
Knowledge Registration Wizard step indicator
panel, in the Counts panel of the Knowledge
Management Console home page, and the
page header.
In the Service Request Designer console of BMC
Service Request Management, the images that
convey the completed, current, and upcoming steps
have confusing alternative text. Also, the links that
render page tabs in the Request Details popup
window do not indicate their role.
Some instances occur of images and hidden text that
are non-functional but that are inappropriately
rendered as active links. This hinders page
comprehension and use.
Many text links provide additional information about
their target, action, or state via title attributes. JAWS
users should ensure that their screen reader is
configured to announce text links by their title
attributes when using the BMC Remedy Web Client.
Another link configuration change that JAWS 11.0
users should make is to turn off the Filter
option although using Consecutive Duplicate Links
the BMC Remedy Web Client. While this feature can
reduce the frequency of duplicate links rendered in
the BMC Remedy Web Client pages, it can also
prevent some important image links from being read
at all.
(c) Web pages should be designed such that the
information supported with color is also available with
no color (for example, from context or markup).
The BMC Remedy Web Client uses color as the primary
means of communicating selection state for certain
elements.
No vision users can identify unanswered fields by error
messages on most of the forms.
(d) Documents should be organized so they are
readable without requiring an associated style sheet.
The BMC Remedy Web Client requires style sheets to
be used. BMC Remedy AR System supports changes to
the visual appearance of any form through the use of
custom form views.
In isolated cases, the reading order or tab order of page
content conflicts with its visual order and intended use.
The primary examples involve:
The stages within the Process Flow Status bar, which
are not read in the correct order.
The Software Asset Management's Upgrade License
Certificate wizard and its Certificate Product
Association page.
On the Knowledge Management Console homepage,
the elements above the table Knowledge Articles
field that allow the user to control what to show and
filter are read out of order compared to their visual
order and intended order of use.
(h) Markup should be used to associate data cells and
header cells for data tables that have two or more
logical levels of row or column headers.
The BMC Remedy Web Client associates data table
headers with data cells within table fields.
However, in the Web Report option, although column
headers are identified, markup is not provided to
associate header and data cells for either simple or
complex data tables.
(i) Frames should be titled with text that facilitates frame
identification and navigation.
The BMC Remedy Web Client uses inline frames to
render certain content and controls. When such frames
are used, a title attribute is provided, but the value might
be unclear, such as SlmDVF.
Also, in the customizable Home page, the inline frames
in which portlet content is rendered have vague title
attributes that refer to each portlet's relative location
within the page, rather than to its content.
(k) A text-only web page shall be provided as a last
resort method for bringing a web site into compliance
with the other requirements for Web-based Intranet and
Internet Information and Applications. The content of the
text-only page shall be updated whenever the primary
page changes.
A new Chat feature is currently not supported for
accessible use. In No Vision mode, the Chat controls
have been removed from the page header.
In BMC Knowledge Management, additionally the ability
to create or edit knowledge articles in HTML markup or
with Rich Text is not currently supported in No Vision
mode, whose users can only save content as plain text.
(l) When pages utilize scripting languages to display
content or to create interface elements, the information
provided by the script should be marked with functional
text that can be read by Assistive Technology.
The BMC Remedy Web Client uses scripting to display
the majority of page content and update the user
interface without a round-trip to the server, and to set
focus among other users.
This functionality has been tested extensively with
Assistive Technologies to ensure that it can be
controlled and rendered properly. It has been tested
with JAWS version 11.0, which is the only version
supported for use with BMC Remedy AR System
applications in the Screen Reader or No Vision mode.
The BMC Remedy Web Client uses dialog panels
(simulated dialog boxes) to render a variety of content
types.
Some of the accessibility requirements for simulated
dialog boxes are not met:
The dialog panels' contents are always rendered at
the end of the page content. BMC Remedy Web
Client moves focus from the dialog panel-triggering
link to the start of the dialog panel, allowing users to
immediately begin reading its contents. The
exception involves the display of a knowledge article
from the BMC Service Request Management
Request Entry console; focus is not successfully
moved to the dialog panel in which articles are
displayed, forcing the user to locate it by other
methods.
However, when the user closes or cancels some of
these dialog panels, focus is shifted to the top of the
page, rather than being returned to the triggering link.
The dialog panels do not textually demark the
boundary between their content and the rest of the
page. The links that trigger them, with one exception,
do not indicate this special action.
In isolated cases, focus problems occur when focus
is not appropriately moved to reflect dynamic content
changes, or when focus is inappropriately moved.
This is applicable in several cases within the Request
Entry console of BMC Service Request Management.
Some table fields, including those in the Overview
Console and in the dialog panels for Recent Entries
and Global Search Results, do not offer a row action
link that allows keyboard users to trigger the same
navigation to the desired entry that double-clicking
with a mouse performs. Keyboard users need to
navigate to the desired pages by other, less-direct
methods.
If the user tabs past the last active element in the
dialog panels, the browser moves focus to the
address bar (as is normal). However, using Shift+Ta
to try to get back into the dialog panel is rejected by b
the web page, and the tab order remains stuck in the
browser's controls. (A verified workaround is to
switch to a different browser tab and then switch back
to the tab with the page.)
In BMC Service Request Management, in isolated
cases, active elements are not in the tab order, but
can still be selected if the user navigates to them by
other methods than tabbing. The only significant case
involves the links to knowledge articles that are
offered after performing a search from the Request
Entry console.
In BMC Knowledge Management, in addition to the
lack of textual equivalents described in the rows
above, the creation of the Decision Tree type of
knowledge article is also inaccessible from the
keyboard by screen reader users. Some of the
documented keyboard commands conflict with
commands used by screen readers and browsers.
Also, a keyboard accessibility paradox occurs: the
various move, insert and create links cannot be
activated from the keyboard because keyboard focus
must remain on the node to be acted upon by the
links.
Scripting is used to exert control over the tab order
within complex pages and components. When
tabbing forward or backward, users may experience
a number of generally low severity issues, usually
associated with individual tab stops.
For both general use and the use of a variety of
mid-tier features and control types, screen reader
users are required to use specific configuration
options, cursor modes, keyboard commands, and so
on.
For more information, see Configuring the
. environment for accessibility
(n) When electronic forms are designed to be completed
online, the form shall allow people using Assistive
Technology to access the information, field elements,
and functionality required for completion and
submission of the form, including all directions and
cues.
BMC Remedy Web Client form controls include
information about their name, type, and use to Assistive
Technology users. This information is provided through
the use of label elements and title attributes.
Most form controls are properly labeled. However, in a
small number of cases, the explicit labels are
duplicated, missing, or otherwise do not properly
describe the fields. For some fields, the form control
groups in which they occur are not identified. For
example, in Identity Request Management forms such
as Password Change Request (accessed through
Request Entry), the row selection check boxes do not
provide explicit labels, making it more difficult to select
the desired records, and some required fields are not
indicated explicitly. For some fields, the form control
groups in which they occur are not identified.
A significant, though isolated, case involves the use of
the new Advanced Global Search dialog box,
specifically the Cell-Based Table in the Sources section,
which is used to specify the types of items to search for.
The combination of unlabeled check boxes, vague and
duplicated labels of disabled text boxes, and identical
sets of links whose actions are unclear makes it
extremely difficult to identify and select the types of
items to search for.
In BMC Service Request Management, there are
frequent occurrences of inactive elements or static
content appearing in the tab order. These mostly fall
into two types: text blocks that are rendered as the
values of read-only edit fields that are not parts of a
form; and static images that are rendered as
non-functional image links. The presence of these
inactive elements in the tab order hinders the
comprehension and use of forms and the overall pages.
Users may experience tab order and reading order
problems when navigating through pages or completing
forms. There are two primary causes for this problem:
the order of content and controls within the page source
differs from the implied visual order and intended use;
or tab order problems generally resulting from the use of
scripting to control the tab order through certain types of
controls and content.
Most instructions and error messages are provided in
an accessible manner. However, the new dialog panel
that warns the user about navigating to another page
with unsaved changes is inaccessible. Also, a certain
permissions-related warning is not located where it is
likely to be encountered by visually challenged users.
(o) A method should be provided that permits users to
skip repetitive navigation links.
Most dialogs and pages of the BMC Remedy Web
Client do not require a skip link because they have no
repetitive navigation links.
For the console home pages (Work Order, Change and
Release console, Incident and Problem console,
Knowledge Management console) and other complex
pages that have a large number of global and
, no skip link is provided. contextual navigation links
Users must manually navigate to reach the main
content area. In many of these pages, however, initial
focus is set at the start of the main content area, such
as in the first form field.
1194.31 Functional Performance Criteria
(a) At least one mode of operation and information
retrieval that does not require user vision should be
provided, or support for Assistive Technology used by
people who are blind or visually impaired should be
provided.
The BMC Remedy Web Client provides support for
visually impaired users in Screen Reader or No Vision
mode of BMC Remedy AR System. For screen reader
enhancements to render properly within the BMC
Remedy Web Client, and for the elements to work
effectively within Assistive Technologies, this mode
must be set for individual users.
For both general use and the use of a variety of
Mid-Tier features and control types, screen reader users
are required to utilize specific configuration options,
cursor modes, keyboard commands, and so on. For
more information see, Configuring the environment for
. accessibility
The BMC Remedy Web Client version 8.1 has been
extensively tested using the JAWS screen reading
software versions 11.0, which is the only version
currently supported for use with BMC Remedy AR
System applications.
Most of the accessibility issues that affect screen reader
users have been discussed in the earlier rows including
those related to textual equivalents, reading and tab
order, keyboard accessibility, form field labeling, the
movement of focus, and other issues. The lack of
accessibility support for the new Chat feature has also
been mentioned. For BMC Knowledge Management,
the lack of support for creating or editing knowledge
articles with either HTML markup or rich text and the
high severity accessibility problems regarding the
creation of Decision Tree articles has also been
mentioned.
Heading elements in console home pages,
modify/search pages, and components such as the new
dialog panels are not structured and significantly reduce
their comprehension and navigability by screen reader
users.
With the exception of screens that open in separate
popup windows, the BMC Remedy Web Client consoles
and view, modify or search pages all use the same
generic page title, which does not reflect the current
console or mode. For example, In BMC Service
Management, in most cases the action and target of
links can be recognized either within context, or by the
provision of customized link title attributes, or both. In
isolated cases, the action or target of a link is not
indicated. For instance, one pair of links uses the
symbols and to visually imply their show/hide >> <<
behavior, while another pair uses and to visually > <
imply their add/remove behavior.
For certain visual components, such as the new set of
navigation and breadcrumb links, the links in tree
controls, and the set of links provided for each entry in
Cell-Based Tables users will encounter a few inactive
elements in the tab order. Only some of the elements
indicate that they are disabled.
In BMC Service Request Management, the Request
Entry's Provide Information form includes simulated
controls to select a date and time. These simulated
controls are not accessible to screen reader users.
However, their use is optional, as the data can also be
entered directly into the associated fields.
(b) At least one mode of operation and information
retrieval that does not require visual acuity greater than
20/70 shall be provided in audio and enlarged print
output working together or independently, or support for
Assistive Technology used by people who are visually
impaired should be provided.
BMC Remedy Web Client provides support for screen
magnification software and low vision users in the
Screen Magnifier or Low Vision mode of BMC Remedy
AR System.
In Low Vision mode, the color contrast of some static
header content is poor in a few cases, most prominently
in the page header.
(c) At least one mode of operation and information
retrieval that does not require fine motor control or
simultaneous actions and that is operable with limited
reach and strength should be provided.
BMC Remedy Web Client does not require fine motor
control or simultaneous actions to be used.
However, the problems of incorrect tab order and the
presence of some inactive elements in the tab order
may make parts of BMC Remedy Web Client are
cumbersome to use for keyboard-only users.
The following topics describe how to configure BMC Service Level Management after you install the product:
Changing the application server host and port number in web services filters for the BMC SLM Collector
Using application servers to support BMC SLM Collector installations
Setting up JTS Compiler
Rebuilding request-based or availability service target data sources
Configuring BMC SLM dashboards
Creating unique names for BMC SLM service targets and service level agreements
Configuring secure communication from a BMC SLM Collection Point
Changing the application server host and port number in web services filters for the BMC
SLM Collector
Note
This procedure is required only if you change the application host or port number for the BMC
Service Level Management (SLM) Collector after installing the application.
Most application servers are configured to use port 8080 by default. This means that the Web Service Description
Language (WSDL) used for communication between the BMC Remedy AR System server and the BMC SLM
Collector embeds localhost:8080 as the location of the BMC SLM Collector.
TheBMC SLM installation promptsyou for the server and port number of the BMC SLM Collector if the Collector is
being used. If you move the Collector to an application server with a different server or port number from what you
1.
2.
3.
4.
1.
2.
3.
a.
specified during the BMC SLM installation, you must change the web service filter definitions to make sure they
point to the correct host and port numbers.
To change the application server host and port number in WSFilters.xml
Using a text editor, open . WSFilters.xml
This file is located under the BMC BMC Service Level Management program installation directory. For
example, the default location for Microsoft Windows is:
C:\Program Files\BMC Software\BMCServiceLevelManagement\ar\slm\workflow\en
Search for and inspect the value that precedes it. Replace all /daytona/services host:port
occurrences of the existing with the host and port number on which you installed the application host:port
server.
Save the file.
Using BMC Remedy Administrator, import the definitions to the BMC Remedy AR System WSFilters.xml
server on which BMC BMC Service Level Management is installed. Make sure that you select the Replace
Objects on the Destination Server option when you perform the import operation.
For information about importing definitions to an BMC Remedy AR System server, see BMC Remedy AR
. System definitions
Using application servers to support BMC SLM Collector installations
The following topics describe how to use application
servers or servlet engines with the Collector:
To add the Collector to an existing BMC SLM installation
To move a previously installed Collector to a new application server
Note
environment.
For more information on supported servers, see the BMC Service Level Management Collector Information on the
. planning worksheet
For information on how the Collector functions in a server group environment, see in Installing a server group
theBMC Remedy Action Request System documentation.
To add the Collector to an existing BMC SLM installation
Install one of the supported application servers or servlet engines.
Run the BMC SLM installer with only the Collector component selected.
If the Collector server is not the same server as the AR Server, or the HTTP port number is not 8080, then
you must edit and import the file found under the BMC SLM installation directory by WSFilters.xml
completing the following steps:
3.
a.
b.
c.
d.
1.
2.
3.
4.
5.
6.
7.
8.
Open the file, SLM_APP_INSTALL_HOME>\ar\slm\workflow\en\WSFilters.xml
Search for the pattern . (The default is http://<COLLECTOR_SERVER>:<PORT_NUMBER>/daytona
). http://<localhost:8080>/daytona
AND
Replace every instance
of<COLLECTOR_SERVER>:<PORT_NUMBER>with<COLLECTOR_SERVER>:<NEW_PORT_NUM
BER>where<NEW_PORT_NUMBER>is the http port of the application server or servlet engine in
which the Collector is running, and<COLLECTOR_SERVER>is the server that hosts the application
server or servlet engine.
Using DevStudio, import the edited file as a definition file into the BMC Remedy AR WSFilters.xml
Server.
Choose to import all and click the check box to overwrite existing objects.
To move a previously installed Collector to a new application server
The Collector can share an application server or servlet engine with other BMC platforms. Although, due to
performance and memory requirements for various web applications, you might want to move the Collector to its
own application server or servlet engine. To move an installed version of Collector to a new application server,
complete the following steps:
Stop the existing application server or servlet engine.
Uninstall the Collector.
This removes the Collector web application.
Start that existing instance again.
Install the Collector to a new application server/servlet engine.
Open the file: SLM_APP_INSTALL_HOME>\ar\slm\workflow\en\WSFilters.xml
Search for the pattern Search for the pattern http://<COLLECTOR_SERVER>:<PORT_NUMBER>/daytona
. (The default is ). http://<localhost:8080>/daytona
AND
Replace every
instanceof<COLLECTOR_SERVER>:<PORT_NUMBER>with<COLLECTOR_SERVER>:<NEW_PORT_NU
MBER>where<NEW_PORT_NUMBER>is the http port of the application server or servlet engine in which
the Collector is running, and<COLLECTOR_SERVER>is the server that hosts the application server or
servlet engine.
Using DevStudio, import the edited file as a definition file into the BMC Remedy AR Server. WSFilters.xml
Choose to import all and click the check box to overwrite existing objects.
Setting up JTS Compiler
This section describes how to setup JTS Compiler in
ServletExec ISAPI 5.0.
Note
This section is only for users that do nothave a JDK installed to use for the SLM Collector and
want to use a JRE for ServletExec ISAPI 5.0.
1.
2.
3.
4.
5.
6.
1.
2.
3.
4.
5.
To set up the JTS Compiler for ServletExec ISAPI 5.0
In the ServletExec Administration interface,select . manage under web applications
Click for the daytona web application. web.xml
Select , and then click . Manage under Servlets Add Servlet
Add the following values:
Servlet Name: JspServlet
Servlet Class: com.newatlanta.servletexec.JspServlet
Set the following parameter, adjusting as needed for target host specifics. In thefollowingexample, Java
JRE is installed under and ServletExec ISAPI isinstalled under E:\Program Files\Java\jre6 E:\Program
: Files\New Atlanta\ServletExec ISAPI
compiler = "E:\Program Files\Java\jre6\bin\java" -jar
"E:\Program Files\New Atlanta\ServletExec ISAPI"\webapps\
default\daytona\WEB-INF\lib\ecj-3.6.2.jar -classpath
"E:\Program Files\Java\jre6\lib\rt.jar;
E:\Program Files\New Atlanta\ServletExec ISAPI\lib\servlet.jar;
E:\Program Files\New Atlanta\ServletExec ISAPI\lib\ServletExec50.jar"
Click . Submit
Rebuilding request-based or availability service target data sources
The service target processing life cycle logic is built into
the datasource filters or rules. If any of the filters are not
built, then the rules logic is broken. In order for the service
target to process correctly, ensure that the build of the
datasource is successful before you begin creating service
targets. If the datasource does not build correctly, complete
the following steps.
To rebuild request-based or availability service target data sources
Open the Application Administration Console, and click the Custom Configuration tab.
In the navigation tree, click Service Level Management > Configure Application Settings > Data Sources
.
Select each request-based or availability data source that integrates with your application, such as BMC
Service Desk:Incident Management, BMC Change Management, or your custom form.
Click the Administration tab under the Data Source Settings, and then ensure that all the rules displayed in
the table are built.
If a rule, for example, , has a status of "Could Not be Built," SLM:ServiceRequest_MeasReqAvailStrt2Stp
5.
1.
2.
3.
4.
select the rule in the table, and then click to rebuild this rule. Build
Perform this step even if you are configuring your own custom form to work with BMC Service Level Management.
Configuring BMC SLM dashboards
Both the Service Level Manager Dashboard and
SLMCustomer Dashboard use icons to convey agreement
and service target status. These icons are shown using
BMC Remedy Mid Tier. For these icons to appear correctly
in dashboards, configure the BMC Service Level
Management Configuration Preferences form immediately
after installing the BMC Service Level Management
software.
Dashboards allow you to see categorized agreement and
service target information in a summarized, visual format
that makes it easy to discern the general health of your
agreements and their related service targets. In addition, by
using dashboards, you can easily determine:
The direct and indirect costs of agreements that are out of compliance.
The relationships between agreements and service targets. This allows users to determine which service
targets have affected compliance by missing the defined service target goals, as well as when the goals were
missed.
Historical compliance and goal information used to calculate compliance and service target status over
defined review periods.
Service target status and impact costs applied to service targets that miss the goals defined for the service
target.
The reason that an agreement was not compliant. In addition to showing the status and underlying service
target measurements used to calculate the status, users can also attach comments to agreement status
calculations that can be viewed in dashboards as well as in a report. This allows users to document why an
agreement might not have met expectations.
To configure dashboards
Open the Application Administration Console, and click the tab. Custom Configuration
In the navigation tree, select Service Level Management > Configure Application Settings > Preferences
.
Click . Open
The SLM:ConfigPreferences form appears.
In the Dashboards section, use the field to type the name of the server on which the mid tier is MidTier
4.
5.
1.
2.
3.
4.
5.
6.
7.
8.
installed. If the mid tier is using a web server port that is different from the default port number of 80, append
the port number to the server name. See the example in the following note.
Note
You must specify the web server port number only if the mid tier is installed to use a web
server port number that is different from the default port number of 80. Specify the mid tier
location so that it ends with a slash. For example: . http://<servername>:<portnumber>/
If you want current agreement compliance information to also appear in the dashboard agreement table (by
default, this table shows historical information), select Yes for the Show Current Info In Customer Dashboard
option.
If you select , a check box appears in the Customer dashboard that controls whether the current Yes
compliance records appear in the agreement table along with the historical information.
If you do not select , you can see only the historical compliance calculation records in the Yes
agreement table.
Creating unique names for BMC SLM service targets and service level agreements
After you install BMC Service Level Management (BMC
SLM), you must create a unique name for your service
targets and Service Level Agreements (SLAs). Service
Target and SLA names must be unique so you can export
and import them from one server to another. You can
specify the prefix through the SLM:ConfigPreferences form.
To create unique names
From the Application Administration Console, click the tab. Custom Configuration
Select . Service Level Management
From Configure Application Settings, open the SLM:ConfigPreferences form.
In the field, specify a unique prefix character string. Service Target ID Prefix
Prefix character strings can be a maximum of five characters long.
In the field, provide a number from which you want the service target IDs to Start Service Target ID From
start the numbering process.
For example, if you specify 100 in the field, the next SLM is 101. Start Service Target ID From
In the field, specify a unique numeric or alpha-numeric character string. Agreement ID Prefix
Prefix character strings can be a maximum of five characters long.
In the field, provide the range from which you want the service target IDs to start Start Agreement ID From
the numbering process.
For example, if you specify 100 in the field, the next SLA would be 101. Start Agreement ID From
Click . Save
Configuring secure communication from a BMC SLM Collection Point
If you want to provide secure network communication
1.
between the Collector and the Collection Point instances,
you must install HTTP security certificates on both
applications.
Installing security certificates on a BMC SLM Collection Point
Installing security certificates on a BMC SLM Collector
Installing BMC SIM and the BMC SIM plug-in
Note
This step isoptional.Install the certificatesif you want to create secure communication between
Collector and your Collection Point instances.
Installing security certificates on a BMC SLM Collection Point
The following procedure describes how to install a security
certificate on a Collection Point instance.
Note
If you have multiple instances of the Collection Point, you must perform this procedure on each
instance.
To install a security certificate for a Collection Point
Create a security certificate for the Collection Point host and install it into a Java keystore file.
You do this using the Java Keytool utility. The following example creates a certificate named
"collectionPointName" in a keystore named "collectionPoint.keystore." Make a note of the keystore password
and the certificate password, which you must supply. Also, the name you use for the certificate is important; a
client can only connect using the same name as the certificate. There is a difference, therefore, between
using a fully qualified and non-qualified version of the hostname.
1.
2.
3.
>keytool -genkey -alias collectionPointName
-keystore collectionPoint.keystore -validity 9999
Enter keystore password: keystorepass
What is your first and last name?
Unknown: collectionpointhost.bmc.com
What is the name of your organizational unit?
Unknown:
What is the name of your organization?
Unknown:
What is the name of your City or Locality?
Unknown:
What is the name of your State or Province?
Unknown:
What is the two-letter country code for this unit?
Unknown:
Is CN=collectionpointhost.bmc.com, OU=Unknown, O=Unknown, L=Unknown,
ST=Unknown, C=Unknown correct?
no: yes
Enter key password for <collectionPointName>
(RETURN if same as keystore password): certificatepass
Save , which contains the generated certificate, in the BMC SLM Collection collectionPoint.keystore
Point installation base directory.
Edit to reflect the keystore information, as shown in the following illustration. Service.properties
useSsl: set to . y
keystore: type the keystore filename you created in step 1. Using the example in step 1, the entry
you type here is . collectionPoint.keystore
password: type the keystore password you created in step 1. Using the example in step 1, the entry
you type here is . keystorepass
keyPass: type the key password that you created in step 1. Using the example in step 1, the entry
you type here is the certificate's password, . Following is an example of how to certificatepass
configure . Service.properties
port=7089
context=/daytona
webContainer=jetty
useSsl=y
keystore=collectionpoint.keystore
password=keystorepass
keyPass=certificatepass
Installing security certificates on a BMC SLM Collector
Perform the following procedure to enable a security
certificate on BMC SLM Collector.
1.
2.
3.
4.
5.
Note
If you have multiple Collection Point instances, repeat the following procedure for each Collection
Point. This makes sure that all of the certificates are held in the same truststore.
To install a security certificate on the Collector
Export the public key of the BMC SLM Collection Point security certificate that you generated.
You can do this directly from the BMC SLM Collection Point host using the Java Keytool utility to place the
public key in a certificate file, as shown in the following example:
>keytool -export -alias collectionPointName
-keystore collectionPoint.keystore
-file collectionPointName.cer
Enter keystore password: keystorepass
Certificate stored in file <collectionPointName.cer>
Copy the certificate file that you created in step 1 to the BMC SLM Collector host.
On the BMC SLM Collector host, import the public key to a truststore using the Java Keytool utility, as shown
in the following example:
>keytool -import -alias collectionPointName
-filecollectionPointName.cer
-keystore collector.keystoreEnter keystore password: keystorepassOwner:
CN=collectionpointhost.bmc.com, OU=Unknown, O=Unknown, L=Unknown,
ST=Unknown, C=UnknownIssuer: CN=collectionpointhost.bmc.com,
OU=Unknown, O=Unknown, L=Unknow
n, ST=Unknown,
C=UnknownSerial number: 4328b381Valid from: Thu Sep 15 09:34:25 EST 2005
until: Sun Jan 30 10:34:25 EST 2033Certificate fingerprints:MD5:
F4:71:B9:B8:7E:A6:93:73:8F:22:4C:01:05:16:42:E3SHA1:
88:C7:3E:61:21:A7:BD:42:C3:0D:95:26:7D:3E:F8:FB:35:53:F7:C7
Trust this certificate? no: yesCertificate was added to keystore*
Save the truststore file in a convenient location on the BMC SLM Collector host.
Edit the file to reflect the location and password <WEBAPP_HOME>\WEB-INF\classes\bmcslm.properties
of the truststore file. Edit, or create, the following properties:
trustStore: type the full path to the truststore file. Make sure you use the collector.keystore
forward slash ( ) character as file delimiters. /
trustStorePassword: type the truststore password that you created in step 3. Following is an
example of how to configure . serviceClient.properties
trustStore=d:/BMC/collector/collector.keystore
trustStorePassword=keystorepass
Installing BMC SIM and the BMC SIM plug-in
You must install the following BMC Service Impact Manager (BMC SIM) components:
SIM BMC Atrium CMDB extensions.
1.
2.
3.
a.
b.
c.
The extensions are installed on the same computer as the BMC Atrium CMDB. You must install the BMC
Atrium CMDB extensions for BMC SIM after you install BMC Atrium CMDB.
BMC Impact Manager (BMC IM).
BMC Impact Portal (BMC Portal).
BMC Impact Explorer (BMC IX).
This is installed on the Portal system. Configure the file to include the cell that was installed with mcell.dir
the portal.
BMC Impact Integration Web Services Server.
Note
BMC Service Level Management (BMC SLM) will integrate with BMC SIM regardless of the order
you install these products.
If you are integrating with an NGPv3 environment, follow the steps to install NGPv3 since it has a
single installer for all of the SIM components. In addition, you do not need to install the SIM BMC
Atrium CMDB extensions but will instead use the NGPv3 version of the CMDB extensions. For
more information, see the documentation for NGPv3.
BMC Impact Integration Web Services Server is part of the BMC SIM installation and should be
configured by the SIM administrator. For information about installing the BMC Impact Integration
Web Server, see the installation and configuration documentation for BMC Impact Integration
Web Services Server.
To install the BMC SIM plug-in
Add a Collection Point in BMC SLM.
Add a new Collection Node for BMC SIM. Point to the Impact Integration Web Services Server and cell.
Update the application server port configuration.
Using a text editor, open the file. *INTEG_INTSIMSLM_SLM%LandScape2.def*
On Microsoft Windows, for example, this file is located by default in:
C:\Program Files\BMC Software\BMC Service Level Management\simslm\workflow\en
Replace all occurrences of localhost:8080 with <COLLECTOR_SERVER>:<NEW_PORT_NUMBER>
Note
If the <COLLECTOR_SERVER>:<NEW_PORT_NUMBER> is longer or shorter
than 14 characters, then you must also modify the string length parameter of these
lines in the file. .def
Using BMC Remedy Developer Studio, import the file INTEG_INTSIMSLM_SLM%LandScape2.def
to the BMC Remedy AR System server on which BMC SLM is installed.
Make sure you select the Replace Objects on the Destination Server option when you perform the
import operation.
1.
2.
3.
4.
1.
Thetopics in this section discuss configuring BMC Service Request Management after installation.
Configuring the Submitter mode for BMC Service Request Management
Updating hard-coded server host name references for BMC Service Request Management
Configuring CAI for BMC Service Request Management
Exporting BMC Service Request Management forms
Synchronizing people data for BMC Service Request Management
Configuring the mid tier for BMC Service Request Management
Setting up JBoss to work with BMC Service Request Management
Configuring BMC Service Request Management for BMC Identity Management Suite
Configuring the Submitter mode for BMC Service Request Management
After installation is complete, you must perform the
following procedure to enable users to update service
requests that they submitted, even if they do not have write
permissions.
To configure Submitter mode
From the BMC Remedy AR System Administration Console, select System > General > Server Information
.
In the Licenses tab, set to . Submitter Mode Locked
Click . OK
Related topic
Enabling submitters to modify requests
Updating hard-coded server host name references for BMC Service Request Management
BMC Remedy AR System and BMC Service Request
Management applications store the server host name in
several places in the database. You might need to update
these host name references as you migrate data from a
production environment to a test environment.
To update hard-coded server host name references
Update references to the correct server host name on the following forms:
AST:ARServerConnection
1.
2.
3.
4.
5.
1.
2.
3.
AST:ComplianceARBased_Advanced
TMS:ApplicationRegistry
CAI:AppRegistry
SYS:Escalation
SYS:Attachments (If the out-of-the-box data is modified by replacing or with the arserver midtierserver
host names, change only these values to the correct server name.)
In the Administrator Console, select Custom Configuration > Service Request Management > Advanced
. > Application Settings
Open the SRM Application Settings form.
Look for fields with the following labels:
Mid Tier Path
URL to the Request Entry console
AR Server Value for MidTier Configuration
All of these fields contain references to the BMC Remedy AR System Server host name and the mid
tier names.
Change only these values to the correct server name.
Configuring CAI for BMC Service Request Management
This section describes how to configure the command automation interface (CAI) for BMC Service Request
Management.
Configuring the CAI integration
Configuring remote integrations
Configuring the CAI integration
After you finish the installation, entries are created in the
CAI:AppRegistry form. You must update these entries to
contain connection information to the BMC Change
Management or BMC Incident Management applications.
Updating the CAI Application Registry form is important in
load balancing or server group environments.
Note
To perform this procedure, you must be a member of the Administrator group in the BMC
Remedy AR System User form.
To configure the CAI integration on BMC Service Request Management
From the IT Home page, open the Application Administration console.
Click the Custom Configuration tab.
3.
4.
5.
a.
b.
c.
6.
1.
2.
3.
4.
5.
Choose . Foundation > Advanced Options > Command Automation Interface - Application Registry
From the CAI Application Registry form, search for the entries that were created for BMC Change
Management or BMC Incident Management.
On the Connection tab, update the connection information to indicate the BMC Remedy AR System server
and port number of the BMC Change Management or the BMC Incident Management computer.
In the field, enter the server name where the application you are registering is installed. Server
If you are using a load balancer environment, enter the name of the load balancer in the Serve
field. The server name (fully-qualified or not) must be the same on the BMC Remedy Mid r
Tier, in the load balancer, and in the CAI:Registry form.
In a server group environment, set the field value in the CAI Application Registry form Server
to the common server name alias that you defined for the server group in the Server Name
Alias field of the BMC Remedy AR System Administration: Server Information form. Make sure
that you also enter the unique server name in the AR System Server Group Operation Ranking
form to define which server takes over if the primary server fails.
Do enter a login name or password. not
Leave these fields blank for remote installations of BMC Change Management or BMC except
Incident Management. For more information, see Configuring the integration on the remote BMC
. Remedy ITSM computer
Update other information on the CAI Application Registry form, as needed.
Click . Save
Configuring remote integrations
This section discusses configuring remote integration.
The following topics are included:
Copying the CAI plug-in to remote servers
Configuring the integration on the remote BMC Remedy ITSM computer
If you are integrating with BMC Change Management or BMC Incident Management, and those applications are on
a remote server, you must perform additional configuration steps.
To configure remote integrations
Configure the integration on the BMC Service Request Management computer.
Configure the integration on the remote BMC Remedy ITSM applications computer.
See . Configuring the integration on the remote BMC Remedy ITSM computer
Export forms from the remote BMC Remedy ITSM applications computer to the BMC Service Request
Management computer.
See . Exporting forms
Add the link. View Service Requests
Synchronize people data.
See . Synchronizing people data
Copying the CAI plug-in to remote servers
1.
2.
3.
1.
2.
3.
4.
5.
The application installer does not copy the required CAI plug-in file to the remote AR System servers. You must
perform this task manually. For more information, seeConfiguring BMC Remedy AR System server for private
. server queue
To copy the CAI plug-in to remote servers
Because you only need to copy the CAI library file to one bin directory per computer, open the file ( ar.cfg Wi
) or the ( ) file and find the application that is listed in the Plugin:.. clause for the CAI ndows ar.conf UNIX
library.
Copy the file ( ) or ( ) file from the BMC Service Request caieventcmd.dll Windows libcaieventcmd.os UNIX
Management computer to the appropriate application on the remote computer.
In the UNIX file, is a mnemonic of the server type: for AIX, for HP-AIX, or for Solaris or Linux. For os a sl so
example, copy the file from: caieventcmd.dll
..\Program Files\AR System Applications\arServer\BMC Service Request Management\bin
to:
..\Program Files\AR System Applications\arServer\BMC Change Management\bin
In this example, the location of the plug-in for the CAI library file was listed as BMC Change Management in
the file. ar.cfg
Configuring the integration on the remote BMC Remedy ITSM computer
After you finish the installation, entries are created in the
CAI:AppRegistry form. You must update these entries to
contain connection information to the remote BMC Remedy
ITSM applications.
To configure the integration on the remote computer
From the IT Home page, open the Application Administration Console.
Click the Custom Configuration tab.
Choose . Foundation > Advanced Options > Command Automation Interface - Application Registry
From the CAI Application Registry form, search for the entries that were created for BMC Service Request
Management.
On the Connection tab, update the connection information to indicate the BMC Remedy AR System server,
login, password, and port number of the BMC Service Request Management computer.
The user who is specified in the login and passwords fields must be an administrator on the remote BMC
Service Request Management computer.
Exporting BMC Service Request Management forms
When BMC Service Request Management is integrated with
remote BMC Remedy ITSM computers and you are creating
AOTs with templates on the BMC Service Request
Management computer, you cannot register the BMC
Change Management and BMC Incident Management
1.
2.
3.
4.
templates on the remote BMC Remedy ITSM computers.
You must export the form definitions from the remote BMC
Remedy ITSM computer and then import those forms into
the BMC Service Request Management computer.
To export and import the form definitions
Log in to BMC Remedy Developer Studio on the remote BMC Remedy ITSM computer.
Export the form definitions for the following forms:
CHG:Template
HPD:Template
INT:CHGSRM:TemplateViewForm
INT:HPDSRM:TemplateViewForm
Log in to BMC Remedy Developer Studio on the computer where BMC Service Request Management is
installed.
Import the form definitions that you exported from the BMC Remedy ITSM computer.
You must import the form definitions in the order listed in step 2.
Note
You can ignore any permission errors that occur during the import process.
Synchronizing people data for BMC Service Request Management
When configuring BMC Service Request Management to
work with remote BMC Remedy ITSM computers, you must
synchronize the People records between the two computers
(the People form on both computers). You must maintain
the same Person ID on both servers. If the People records
are not correctly matched, incorrect requester information
could be set.
Recommendation
Use the BMC Remedy Distributed Server Option (DSO) to perform this synchronization. For
more information about DSO implementation, see DSO implementation with BMC Remedy ITSM
. applications
Configuring the mid tier for BMC Service Request Management
The BMC Remedy Service Request Management
Application Settings form is used to configure the mid tier
1.
2.
3.
a.
b.
4.
path.
In addition, this form displays information about
multi-tenancy settings for the Request Entry console. Use
this form to determine if your organization supports
multi-tenancy or usage by a single default company.
You can also use this form to determine if your organization
allows unknown users to access the Request Entry console
to submit service requests. For information, see Allowing
. unknown users to access the Request Entry console
Note
Multi-tenancy is how access control to data is enforced in BMC Remedy Service Request
Management. For example, when you create an SRD, you either specify which company it
belongs to, or you designate it as a "global" SRD. As a result, if the SRD is attached to Calbro
Services, for example, only users who belong to Calbro Services can access it. But if the SRD is
global, you are allowing any users to see it, regardless of the company to which they belong.
To configure mid tier and multi-tenancy settings
From the Application Administration Console, click the Custom Configuration tab.
From the Application Settings list, choose Service Request Management > Advanced > Application
, and click . Settings Open
If Single-Tenancy appears in the Tenancy Mode field on the Application Settings form, specify whether to
allow guest users to access the Request Entry console, as follows:
In the field, select or . Allow Unknown Users Yes No
If you select , specify the proxy login information. Yes
Note
If Multi-Tenancy appears in the Tenancy Mode field, your organization uses the
Company field for access control. You cannot allow guest users to access the
system; only users registered in the People form are allowed access. For
information, see . Allowing unknown users to access the Request Entry console
In the field, enter the default path of the BMC Remedy Mid Tier using the fully-qualified Mid Tier Path
domain name format, for example:
4.
5.
1.
2.
3.
http://255.255.255.255:8080/arsys
http://ccm-five1-vm2.labs.acme.com/arsys
http://chardonnay.labs.acme.com:8080/arsys
Click . Save
Setting up JBoss to work with BMC Service Request Management
Because JBoss uses its own libraries and does not
automatically pick up the library files that come with BMC
Remedy Mid Tier, you must copy the files to the <midTierIns
folder. tallationFolder>/WEB-INF/lib
To set up JBoss to work with BMC Service Request Management
Stop JBoss.
Copy the following files to the folder: <midTierInstallationFolder>\WEB-INF\lib
classes.jar
antlr.jar
stringtemplate.jar
plugin-api.jar
gson-1.3.jar
You can find these files in the folder for the <midTierInstallationFolder>\PluginsCache
SRMSServiceRequestBrowser plug-in.
Restart JBoss.
Configuring BMC Service Request Management for BMC Identity Management Suite
This section describes how to configure BMC Service Request Management for the BMC Identity Management
Suite.
Extracting adapter components for Identity Request Management
Configuring Identity Request Management adapter information
Overview of the CONTROL-SA adapter
Prerequisites to configure CTSA adapter with Identity Management Suite
Generating keystore for CTSA adapter
Extracting adapter components for Identity Request Management
This topic is applicable the adapter components for only if
Identity Request Management are extracted during not
installation or if you must configure more adapters.
Note
The file shipped with BMC Service Request Management is for BMC Identity ctsa8.1.00.AZ
Management Suite. For more information, see the . Overview of the CONTROL-SA adapter
The AZ Extraction utility extracts the adapter components that the AZ Compression utility zips. This utility extracts
the adapter components and applies to Identity Request Management environment.
Note
You cannot change the number of parameters and the names of the parameters in the Adapter
Parameters during overwriting.
Before extracting the compressed zip ( ) file, ensure that: .AZ
The BMC Remedy AR System server is running.
The BMC Remedy AR System user is an administrator.
The and environment variables are set. JAVA_HOME PATH
An folder exists under the home folder for BMC Remedy Action Request System. irm
Use the AZ Compression utility to create the file. .AZ
To run the AZ Extraction utility
Note
To successfully run the utility, you must either be a user having Administrator permissions on the
server to which the adapter component will be extracted, or a user with Read/Write/Execute
permissions on the complete BMC Remedy AR System installation folder structure.
On Microsoft Windows, run the following batch file:
%BMC_AR_SYSTEM_HOME%\irm\Adapter_Extraction\AZExtraction.bat
<serverName> <serverPort> <arUserName> <arPassword> <azFileLocation>
<extractionMode>
On UNIX, run the following script:
$BMC_AR_SYSTEM_HOME/irm/Adapter_Extraction/AZExtraction.sh
<serverName> <serverPort> <arUserName> <arPassword> <azFileLocation>
<extractionMode>
Note
Invoke the AZ Extraction utility only from %BMC_AR_SYSTEM_HOME%\irm\Adapter_Extracti
. on
The parameters that are in the batch file and script are as follows:
1.
2.
3.
4.
<serverName> The BMC Remedy AR System server name to which the parameters for the Adapter will
be pushed
<serverPort> The BMC Remedy AR System server port to connect to. Enter 0 if portmapper is used.
<arUserName> The administrator user name to connect to the BMC Remedy AR System server
<arPassword> The password for the administrator on the BMC Remedy AR System server
<azFileLocation> The location of the compressed file ( ) <adapterType version>.AZ
<extractionMode> The mode in which the adapter should be extracted. The possible values are (optional)
as follows:
create_all Creates the entries in the BMC Remedy AR System configuration forms and (default)
extracts the adapter folder structure if it does not exist
create_dir Extracts the adapter folder structure if the folder structure does not exist and no entries
in the BMC Remedy AR System configuration forms is done. It is used for the BMC Remedy AR
System server group configuration on the secondary server to create the folder structure.
overwrite_all Extracts the BMC Remedy AR System configuration form entries and creates the
folder structure if they do not exist. If they do exist, it overwrites the current.
overwrite_dir Creates the folder structure if it does not exist. If the folder structure exists, the
current folder structure is overwritten.
After running the AZ Extraction utility, the adapter is extracted to . %BMC_AR_SYSTEM_HOME%\irm\adapter
Configuring Identity Request Management adapter information
For each adapter, defined parameters are required for the
adapter to work. After the Adapter Extraction utility runs
(during the installation or post installation), the parameters
and the values are stored as part of the configuration.
You can change the defined parameters. When the Company - Site configuration is entered without the Site
information, the parameters defined are considered for the Sites of the Company. When the Company - Site all
configuration is entered with the Site information, the parameters defined are considered for the particular site.
To add a new company configuration
To update a company configuration
To delete a company configuration
To configure the adapter parameters
To change or delete adapter parameters for a company or a site
To add a new company configuration
On the Custom Configuration tab on the Application Administration Console, select Identity Request
. Management > Adapter Configuration > Adapter Configuration
Select an adapter ID from the first table.
Click . Add Company - Site Configuration
4.
1.
2.
3.
1.
2.
3.
1.
2.
3.
4.
5.
6.
7.
8.
9.
Enter information in the required fields, and click . Save Company - Site Configuration
To update a company configuration
Select the Company - Site you want to change from the second table and click Update Company - Site
. Configuration
Perform the required changes and click . Modify Company - Site Configuration
To delete a company configuration
Select the Company - Site to be deleted from the second table and click Delete Company - Site
. Configuration
Click . Close
To configure the adapter parameters
In a browser, enter the following URL in the address bar:
http://<webServer>:<port>/arsys/
In this syntax, <webServer> is the fully qualified name of the BMC Remedy Mid Tier, specified in the format s
, and <port> is an optional port number, which is needed if the web server is not on erverName.company.com
the default port (port 80).
Log on as the IRM Configuration Manager.
In the navigation panel of the Home Page, select Administrator Console > Application Administration
. Console
Choose , and Custom Configuration > Identity Request Management > Adapter Configuration
double-click the item to configure the details.
From the Available Adapters table, select the CTSA Adapter you installed.
The Company - Site configured for this adapter is displayed in the Adapters - Companies table.
To add a new company or site for the adapter, click , and select the Add Company-Site Configuration
Company and Site for which the adapter parameter must be configured.
The adapter parameters (as specified in the following tables) are displayed.
If you have not done so already, complete the steps in . To prepare for adapter configuration
To modify configuration values for the adapter parameters, click . Configure Parameters
Click . Reload Configuration
The following table lists the adapter parameters the field names in the file: with os_params.properties
Adapter parameter Field name in
os_params.properties file
Description
OS_SUITE_ADMIN os_suite_admin The Unattended Administrator user
name that will be used to access the
Open Services Server
SUITE_URL suite_url The BMC Identity Management
Suite URL. This configuration
enables you to use the BMC Identity
Management Suite links within
Identity Request Management. Log
in to the computer where BMC
Identity Management Suite is
installed. Use the idm_tools
command to locate and suite_url
record the BMC Identity
Management Suite URL information.
The suite URL should be in the
following format:
https://<serverName>:<serverPort>/i
dm/suite/
riamAuthentication.do?
<serverName> is where the BMC
Identity Management Suite is
installed, and <serverPort> is the
port that is used to connect to the
BMC Identity Management Suite.
OS_HOST os_host The host name ID or URL of the
Open Services Server
OS_PORT os_port The port number used to connect to
the Open Services Server
ESS_PROFILE ess_profile A file containing the parameters for
connecting the BMC Identity
Management Suite back-end server
applications (for example, Identity
Open Services) to a specific
installation of BMC Identity
Enterprise Security Station
ESS_LOGIN_ID_FIELD_NAME The full field name of the keyword
that is to be used as a logon ID in
BMC Identity Enterprise
SecurityStation (ESS).This
parameter is added to support any
field in the Person entity to be used
as logon ID. Make sure that the
index key is specified for the field to
be used as a logon ID in ESS and
mention the same index key as a
value for the _ _LOGIN_ID_FIELD 99
_NAME field under System >
. Global Parameters > ESS Login
:If Note ESS_LOGIN_ID_FIELD_NA
is not set to a user ID, then the ME
web launcher for all IRM services
will not work.
The following table lists the adapter parameters the field names in the file: without os_params.properties
Adapter parameter Description
KEY_NAME The alias of the private key in the client keystore, for
example, - irm_client_servername
KEYSTORE_PASSWORD_LOCATION The relative path from the Identity Request
Management home folder to the location of the keystore
password file for the client keystore. Create this text file,
and include the password in clear text. (Make sure that
the keystore password and the private key/certificate
within the keystore are the same.)
KEYSTORE_LOCATION The relative path from the Identity Request
Management home folder to the location of the keystore
file to be used for the communication with BMC Identity
Management Suite applications using the trusted
authentication method
PERSON_MAPPING_METHOD The mapping type of the ITSM person to the Identity
Management person. Specify the following values:
GUID The Instance ID of the person, which is
used to map the person to the back end
LOGIN_ID The logon ID of the ITSM person,
which is used to identify the person in the back end
1.
2.
3.
4.
5.
J2EE_HOST_TYPE Specifies the application server that will host the BMC
Identity Management Suite. Depending on the
supported application server, enter or JBOSS WEBSPH
. ERE
To change or delete adapter parameters for a company or a site
Select the Company - Site for which you want to change the parameters from the second table.
On the third table, you will see the parameters and their values.
Click . Configure Parameters
A table appears and lists different parameters, their default values, and new values (if changed).
Enter the new value or delete the unwanted values in the column. New Value
Click . Save Parameters
Note
When a value is deleted from the table, the value of the corresponding parameter is
derived from the Default value.
Overview of the CONTROL-SA adapter
Through the CONTROL-SA (CTSA) adapter, Identity
Request Management enables you to integrate with the
BMC Identity Management Suite. You have the option of
installing the adapter when you install BMC Service
Request Management.
The parameters required for the adapter to operate are supplied in configuration forms. Based on these parameters,
the CTSA adapter connects to the BMC Identity Management backend. After the configuration parameters are
provided, the Identity Request Management services can be accessed for the BMC Identity Management Suite.
Prerequisites to configure CTSA adapter with Identity Management Suite
The CTSA adapter supports the following versions of BMC Identity Management Suite:
7.5.00 Service Pack 1 or 7.5.01 with a JBoss application server
7.5.00 Service Pack 1 or 7.5.01 with a WebSphere application server
1.
2.
a.
b.
3.
a.
b.
c.
d.
Notes
To use the Web launcher services in BMC Identity Management Suite, upgrade the
existing to version PAISI.7.5.01.001. BMC Identity Management Suite 7.5.01 SP1
supports Web launcher service for logon ID other than user_id.
JDK version 1.5. is required if the CTSA adapter configured with BMC Identity x
Management Suite version 7.5.00 must be used with Identity Request Management. JDK
version 1.6. is required if the CTSA adapter is configured with BMC Identity x
Management Suite version 7.6.04.
Complete the following tasks before you extract the CTSA adapter:
Ensure that the BMC Identity Management Suite is installed and configured to BMC Identity Enterprise
SecurityStation successfully.
To ensure that BMC Identity Management Suite works with Identity Request Management, make the BMC
Identity Management Suite and BMC Identity Enterprise SecurityStation configuration changes.
Note
In the documents that are referenced in the following steps, Identity Request
Management is referred to as BMC Remedy Identity Management, which was the name
of the product in the earlier versions.
Perform the BMC Identity Enterprise SecurityStation (ESS) steps described in the "ESS Installation
script parameters - BMC Remedy Identity Management" table in the "Initial configuration" section of
the "Post-installation" chapter of the . You can BMC Identity Management Suite - Installation Guide
access this guide on the BMC Support site at . http://www.bmc.com/support
If an earlier version 7.5.01. of BMC Remedy Identity Management is not installed and configured, xxx
copy the file to BMC Identity <ARSystemHomeFolder>\irm\adapter\ctsa\7.6.04\ESS\IRMKwds.inp
Enterprise SecurityStation.
(UNIX only) Apply Identity Request Management keywords:
Log in to the BMC Identity Enterprise SecurityStation UNIX account.
Using FTP ASCII mode, copy the file script from the computer where BMC Identity IRMKwds.inp
Enterprise Security Station is installed on the installation media to the folder. $ESS_HOME
Note
Run the script on the computer where BMC Identity Enterprise IRMKwds.inp
Security Station is installed.
From the folder, run the script: $ESS_HOME IRMKwds.inp
ess batchrun -A -i IRMKwds.inp
Note
Ignore the error messages that appear because some of the keywords are
installed as a part of the BMC Identity Management Suite installation.
From the folder, run the script: $ESS_HOME ess_config
3.
d.
e.
f.
4.
5.
6.
7.
1.
2.
3.
ess batchrun -A
Enter the following string:
ess_config;
Restart BMC Identity Enterprise SecurityStation services.
To enable services (such as the Password Manager Launcher, Enable Account Launcher, or Unlock Account
Launcher), perform the procedures that are contained in the "BMC Remedy Identity Management (BRIM)
Authentication" section of the for BMC Identity Management Suite Configuration and Administration Guide
the platform that you use. You can access this guide on the BMC Support site at http://www.bmc.com/suppo
. rt
This enables the Identity Request Management authentication from BMC Identity Management Suite.
To enable mapping, map the keyword in the Person entity to in the ITSM GUID ESS_ITSM_ID instance_id
People form.
To enable mapping of the ITSM person to BMC Enterprise SecurityStation people (commonly known as LOG
mapping), perform the procedures that are contained in the " IN_ID Adding an ITSM Person in Enterprise
" section of the SecurityStation Enterprise SecurityStation Administration Guide.
(Optional) Configure the connector in the BMC Identity Management back end (known as BMC Provisioning
Module for IT Service Management) to BMC Identity Enterprise SecurityStation.
Note
The mapping feature is available from PANFU.3.3.01.005 patch and later.
Generating keystore for CTSA adapter
Complete the following steps to prepare for adapter
configuration.
To generate the keystore
Run the BRIMParamCollector utility to obtain the file in the BMC Identity OpenServices_param.zip
Management Suite.
For more information about generating the zip file, see the "Create the Open Services parameters zip file"
section of the . BMC Identity Management Suite Configuration and Administration Guide
Unzip the generated file to obtain the file. OpenServices_param.zip idmCertFileName
The file contains the following files: OpenServices_param.zip
os_Params.properties parameters file
(JBoss application server only) JBoss certificate file, which contains the server SSL public key, which
is referred as the file idmCertFileName
all_profiles.properties file, which contains all the ESS logon profiles and their respective Open
Services Unattended Administrator configured on the BMC Identity Management Suite. (This file is
useful when configuring BMC Remedy Identity Management in multitenancy mode.)
Create and export a new key pair and self-signed certificate using the command. keytool
3.
a.
b.
c.
d.
This procedure enables the user to create a new self-signed certificate and export the same certificate to
allow the BMC Identity Management Suite applications to communicate with Identity Request Management.
Create a folder called on the computer where Identity Request Management is installed. keystore
Navigate to the folder. <ARSystemHomeFolder>\irm\adapter\ctsa\8.1.00\keystore
Run the command: keytool
%JAVA_HOME%\bin\keytool -genkey -alias <yourCertAlias>
-keystore <keyStoreName>.keystore -keyalg <keyAlgorithm>
-sigalg MD5withRSA -storepass <yourPassword> -keypass
<yourStorePassword>
-dname "CN= <fName> <lName>, OU=<orgUnit>, O=<org>, C=<country>"
The parameters are defined as follows:
<yourCertAlias> User's certificate alias name
<keyStoreName> Name of keystore file
<keyAlgorithm> Name of key algorithm (The name of the key algorithm should be RSA.)
<yourPassword> Keystore password
<yourStorePassword> User's password
<fName> User's first name
<lName> User's last name
<orgUnit> User's organizational unit
<org> User's organization or company
Example
keytool -genkey -alias irm_client_servername
-keystore irm-client.keystore -keyalg RSA
-sigalg MD5withRSA - torepass password -keypass
password
-dname "CN=IRM Client, OU=IdM, O=BMC Software, C=US"
(JBoss only) Perform one of the following actions:
(Microsoft Windows) Navigate to <ARSystemHomeFolder>\irm\adapter\ctsa\8.1.00\keystor
and enter the following command at a command prompt: e
%JAVA_HOME%\bin\keytool -import -alias <idmCertAlias> -file
<idmCertFileName> -keypass <yourPassword> -keystore <yourkeystore>
-storepass <yourpassword>
(UNIX) Navigate to and enter the <ARSystemHomeFolder>/adapter/ctsa/8.1.00/keystore
following command at a command prompt:
$JAVA_HOME/bin/keytool -import -alias <idmCertAlias> -file
<idmCertFileName> -keypass <yourPassword> -keystore <yourkeystore>
-storepass <yourpassword>
3.
d.
e.
4.
a.
b.
c.
d.
e.
<idmCertFileName> is the name of the certificate file, and JAVA_HOME is the full path of the
Java installation.
Example
keytool -import -alias jboss_ssl -file idmcertfile.cer
-keypass <password> -keystore irm-client.keystore
-storepass <password>
When prompted, select the as the trust certificate. <idmCertFileName>
keytool -list -keystore yourKeyStore -storepass yourPassword
Import the created certificate file to BMC Identity Management Suite.
Log on to the computer where the BMC Remedy AR System server is installed.
Copy the certificate file from the irmCertFileName <ARSystemHomeFolder>\irm\adapter\ctsa\8.1.
folder to the computer where the BMC Identity Management Suite is installed. 00\keystore
Log on to the computer where the BMC Identity Management Suite is installed.
idm_tools keystore_idm -import irmCertFilePath -alias yourCertAlias
When prompted, enter the BMC Identity Management Suite system password.
Restart BMC Identity Management Suite.
The following informationsummarizes the main tasks involved in configuring your projects in order to realize
Business Service Management.
Configuring Service Asset Lifecycle
Configuring Comprehensive Change and Release Management
Configuring Service Catalog and Request Management
Configuring Service Desk Optimization
Configuring Service Asset Lifecycle
The following information summarizes the main tasks involved in configuring your Service Asset Lifecycle project in
order to realize Business Service Management.
Standard configuration tasks
For information about the following standard required configuration tasks, see Standard configuration
: tasks
Configuring companies
Creating organizations
Creating locations
Creating product categories
Creating operational categories
Creating assignment routing
BMC Atrium Discovery and Dependency Mapping
Setting up BMC Atrium Discovery
Setting up BMC Atrium CMDB synchronization
BMC BladeLogic Client Automation
Enable the transfer of data from the BMC BladeLogic Client Automation Inventory database to
BMC Atrium CMDB
Creating change request templates
Creating standard configurations
Defining custom software license types
Configuring the License Engine
Scheduling license jobs
Configuring CI depreciation criteria
Configuring CI notifications
Setting bulk CI reorder level and lead time specification
BMC Atrium Configuration Management Database
Setting up the Product Catalog
Configuring datasets for normalization
Scheduling reconciliation jobs
BMC Remedy IT Business Management
Supplier Management
Request and Fulfillment
BMC Analytics for BSM
Reports (Analytics)
Configuring Comprehensive Change and Release Management
The following information summarizes the main tasks involved in configuring your Comprehensive Change and
Release Management project in order to realize Business Service Management.
: tasks
Creating locations
Configuring Approval Process
Configuring the ROI Console
Configuring service targets
Creating agreements for measuring compliance
Configuring reports for visualizing progress
Configuring templates
Configuring the Change Calendar
Configuring Change Prioritization
Configuring Process Flow
Configuring Change Rules
Configuring approvals and Approval mappings
Configuring Risk Factors
Configuring Task Templates and Task Group Templates
Release Management
Configuring Release Management Templates
Configuring Release Milestones
Configuring Release Prioritization
Configuring Release Rules
Configuring release approvals and Approval mappings
Configuring Activities
Configuring Task Templates and Task Group Templates
Configuring Service Catalog and Request Management
The following information summarizes the main tasks involved in configuring your Service Catalog and Request
Management project in order to realize Business Service Management.
Standard configuration
: tasks
Creating locations
Creating support staff members
Creating non-support staff
Setting up templates
Incident Management (BMC Service Desk)
Work Order Management
Creating work order templates
Defining application object templates (AOTs)
Creating process definition templates (PDTs)
Creating service request definitions (SRDs)
Configuring approvals for SRDs and requests
Configuring work assignments
Configuring packages and entitlement
Deploying the SRDs
Defining agreements for measuring compliance
Setting up reports for monitoring agreements
Monitoring agreements and service targets
Configuring Service Desk Optimization
The following information summarizes the main tasks involved in configuring your Service Desk Optimization project
in order to realize Business Service Management.
: tasks
Creating locations
Incident Management (BMC Service Desk)
Setting up decision trees
Setting up scripts for service desk analysts
BMC Problem Management
Setting up problem management rules
1.
2.
3.
4.
5.
6.
Defining agreements for measuring compliance
Setting up reports for monitoring agreements
The BMC Remedy ITSM Suite applications are built on top of the Foundation module.The Foundation contains the
common forms, workflow, and data that are needed to support the applications.
Main configuration steps
Using the Application Administration Console
Custom configuration
Required Foundation configuration
Optional custom Foundation configuration
Application administrators must complete some beforeyou can usethe required Foundation configuration tasks
applications.
Main configuration steps
Perform the following high-level steps to configure BMC Remedy ITSM Suite. Each step references the topic that
describes how to complete the step.
Ensure that you have completed the prerequisites described in . Configuring BMC Remedy ITSM applications
Activate your application licenses.
Set up an from the default to ensure the security of your BMC Remedy ITSM application administrator ID
Suite.
Familiarize yourself with how to use the , which is the interface that you Application Administration Console
use to complete each area of configuration.
Configure BMC Remedy ITSM Suite. There are two types of configuration: and . Complete standard custom
the configuration in the order specified.
(Optional) Configure and customize the . BMC Remedy ITSM applications BMC Remedy ITSM Suite
Using the Application Administration Console
You use the Application Administration Console to configure BMC Remedy ITSM Suite applications. The console
provides access to the forms that you use to configure the applications that you installed.
Only BMC Remedy ARSystem administrators and BMC Remedy ITSM Suite application administrators have
access to these configuration forms. These administrators will have Master and Config permissions. For more
information about these permissions, see . Permission groups hierarchy
1.
The Application Administration Console has two tabs:
Standard Configuration provides steps that walk you through the standard process for configuring your
organization's information.
Custom Configuration provides access to all BMC Remedy ITSM Suite configuration forms. Use this tab to
extend the standard configuration.
The tab on the Administration Console walks you through the steps required to set up a Standard Configuration
standard configuration. Even if you plan to customize your configuration, you start by first performing a standard
configuration.
Recommendation
Add information about your IT organization to your BMC Remedy ITSM Suite applications in a
specific order. The order is especially crucial when you create relationships among different
types of information.
Note
To configure companies, you need an administrative account. If your account is missing a
required permission, you are prompted to grant yourself that permission.
To begin a standard configuration
Open the Application Administration Console. On the tab, the Configuration for Standard Configuration
Company field appears with the company currently selected for configuration. Check marks appear next to
each configuration step completed for that company. The next step to perform is described at the bottom of
the tab.
Standard Configuration tab
1.
2.
3.
4.
5.
Select a company to configure:
To configure a new company, click the link Click here to create and configure a new
. company
To configure an existing company, select the appropriate company in the Configuration for
field. Company
To create company components, click . Next Step
The dialog box for the next configuration task appears.
Note
Alternatively, click next to the appropriate step. Create
Complete the steps in the order that they are listed on the tab. If you skip a step, you might be unable to
complete a subsequent step.
To view and modify items, click next to the appropriate item type. View
5. If you make changes, click . Save
Related topics
Configuring companies and organizational structures
Viewing and modifying standard configuration data
Custom configuration
After you have configured your system for standard operation, you can continue to customize your configuration.
The following table describes the steps for a custom configuration. Depending on the applications that you have
installed, all steps might not be applicable or required.
Custom configuration steps
Step Information to configure
1 Complete standard configuration
2 Configure BMC Asset Management:
3 Configure BMC Change Management:
4 Configure Foundation options:
Command Automation
Chargeback
Costing
Data Management
5 Incident Management feature of BMC Service Desk
6 Problem Management feature of BMC Service Desk
7 Release Management module
8 Configure activities and rules
9 Requester Console module
10 Approvals
1.
2.
11 Tasks:
Assignment configuration
Integration, including applications and return codes
Task groups and templates
For more information, see Note: Configuring Task
. Management System
12 Applications that integrate with BMC Configuration
Automation for Server, Client, and Network
See the documentation for that module.
Some of the custom configuration information depends on other existing information already being in place. For this
reason, use the tab to perform as much of the configuration as you can. Standard Configuration
Note
Then use the tab described in this section to complete configuration Custom Configuration
tasks you cannot complete within the tab, such as providing Standard Configuration
configuration information for the BMC Remedy ITSM Suite applications.
The tab on the Application Administration Console provides access to all of the forms that Custom Configuration
you can use to configure BMC Remedy ITSM Suite.
To begin a custom configuration
Open the Application Administration Console.
Application Administration Console Custom Configuration tab
2.
3.
4.
5.
Expand an option in the Application Settings list to view the available options.
To open configuration forms, perform either of the following tasks:
Double-click an option in the list.
Select an option in the list and click . Open
To perform custom configuration, follow the tasks in the order that they are presented in the previous table.
Related topic
Required Foundation configuration
You must configure the following Foundation objects before using the applications:
This section describes the following:
Defining an application administrator
Opening the Application Administration Console
1.
2.
3.
4.
5.
a.
b.
c.
6.
a.
b.
c.
Defining an application administrator
The application administrator is the person responsible for configuring BMC Remedy ITSM Suite applications.
BMC Remedy ITSM Suite applications are installed with "appadmin" as the default application administrator login ID,
which you can use to start configuring the applications. This default user does not have all permissions initially but
does have permission to add the required missing permissions.
You can assign application administration permissions to a new or existing user account. For more information
about BMC Remedy ARSystem users, see . Access control
The following procedure sets the minimum information required to enable the application administrator to configure
applications. When you configure users, you should modify this application administrator login ID to make it secure.
Note
Always configure people by opening the BMC Remedy ITSM Suite People form from the
Application Administration Console. Changes in that form are automatically made in the BMC
Remedy AR System User form, but changes in the User form are not made in the People form.
To define the application administrator
Note
The application administrator must have a BMC Remedy AR System license.
From your browser, log on to BMC Remedy ITSM as . appadmin
From the IT Home page and the list of applications, select > Administrator Console Application
On the tab, select the appropriate company. Standard Configuration
To use a new user as the administrator, create a record for the new user.
To use an existing user as the administrator, find the user as follows:
Click the link next to Step 4 People. View
In the People form, search for the user.
Select the user to define as the application administrator.
Information for the selected user appears in the People form.
Note
To prevent from being assigned licenses, the application permission appadmin
groups do not show on the People form for . appadmin
In the field, select . This is the default. Unrestricted Access Yes
In the field of the Permission Group dialog box, select each appropriate Permission Group
6.
c.
d.
e.
permission group.
If licensing applies to a permission group, select a license type. For the Asset Config and Cost
Manager permission groups, the license is optional. For the Asset Admin and Asset User permission
groups, a license is optional to create and modify configuration items but is required to access
additional BMC Remedy Asset Management functionality.
Click for each permission group. Add/Modify
Application Permission group
All AR System > Administrator
Financial > Cost Manager
Foundation > Config Categorization Admin
Foundation > Config Group Mapping Admin
Foundation > Contact Location Admin
Foundation > Contact Organization Admin
Foundation > Licensing
Foundation > Notification Admin
BMC Asset Management application Asset > Asset Config
BMC Asset Management application using
Foundation > Approval Admin
BMC Change Management application Change > Infrastructure Change Config
Release > Release Config
Request > Requester Console Config
(This permission group is used by the Requester
console and is not available if BMC Service
Request Management is installed.)
Task > Task Application Config
Task > Task Process Config
BMC Change Management application using
Foundation > Approval Admin
Incident Management feature of BMC Service
Desk
Incident > Incident Config
6.
e.
7.
1.
2.
3.
4.
Request > Requester Console Config
(This permission group is used by the Requester
console and is not available if BMC Service
Request Management is installed.)
Problem Management feature of BMC Service
Desk
Problem > Problem Config
Click . Close
The application administrator's information is stored in the BMC Remedy ARSystem User form and the BMC
Remedy ITSM People form.
Related topics
Configuring people information
Opening the Application Administration Console
You can open the Application Administration Console from a browser.
To open the console from a browser
Type the following URL into your browser:
http://<webServer>:<port>/arsys/forms/<arsystemServer>/HomePage
<webServer> is the fully qualified name of the BMC Remedy Mid Tier system, specified in the format
. <server_name>.<company>.com
<port> is an optional port number, which is needed if the web server is not on the default port (port
80).
<arsystemServer> is the name of the BMC Remedy AR System Server that contains the application.
Note
If the BMC Remedy Mid Tier system and the application are on the same server,
you can omit the BMC Remedy AR System Server name.
In the and fields of the Welcome page, enter your user name and password. User Name Password
Click . Login
On the IT Home page, click the link. The Application Administration Application Administration Console
Console appears.
1.
2.
3.
4.
5.
6.
7.
This section provides standard configuration information and contains the procedures required to get your system
operational.
Creating locations
Creating assignment routing in a standard configuration
The first step in standard configuration is to configure a company. Everything else that you configure belongs to this
company. You can configure multiple companies if your company is made up of smaller companies that are
separate entities.
To configure a company
On the tab of the Application Administration Console, click Standard Click here to create and configure a
. new company
In the Company dialog box, select or enter a Company name.
Select or enter a Company Type.
If you have configured your server as a hub or spoke, you must select the spoke server associated with the
company you are configuring. The server that you select determines where the incident, change, and
problem records will reside. For more information about hub and spoke, see Setting up the Hub and Spoke
. capability
Click . Add
Repeat through until you have added all the companies you want. 2 4
When you are finished adding companies, click . Close
Understanding companies and organizations video
Disclaimer
Although the concepts and procedures presented in this video are correct, the user interfaces
shown are not current.
1.
2.
3.
4.
5.
6.
Organization structure is defined as Company > Organization > Department, which represents how a company is
represented from a business perspective.
To create the company and organizations
From the tab of the Application Administration Console, click the link next to Standard Configuration Create
Organization. The Organization form appears with the company you are configuring displayed.
Enter or select the organization. Enter the name of the organization to create it. After you add the first
department to the organization, you can select the organization when you add another department.
Enter the department.
Click . You can continue to add organizations and departments. Add
Repeat through to add the organizations that you require. 2 4
When you are finished configuring organizations and departments for the company, click . Close
Creating locations
The location structure within the BMC Remedy ITSM applications has a four-tiered data model, where the second
and third tiers can be optional (the fourth tier, however, is required). In effect, the data model can be two, three, or
four tiers. The field is the first tier, is the second tier, is the third tier, and is the Company Region Site Group Site
fourth tier (where a site is a physical location with a mailing address, such as a building). When you create the
location structures, the regions and site groups are used to group sites within a company. Therefore, you must have
a list of the sites within a company, and then determine whether regions and site groups are required to arrange the
sites in an organized manner that can be used for reporting purposes.
Sites identify unique physical locations and are associated with one or more companies.
The field and field are required on all request forms. Company Site
Workflow can be defined to any level of the location structure.
Understanding sites and locations video
To create locations
Understanding sites and locations video
Disclaimer
1.
2.
3.
4.
5.
6.
To create locations
On the tab of the Application Administration Console, select the correct company. Standard Configuration
Click the link next to Location. Create
Optionally, enter or select information in the and fields. Region Site Group
You can use the and fields to create a location structure with two or three levels. Region Site Group
Region Geographic areas can be divided into regions. A
company can have several regions, depending on
how many sites it has and where the sites are
located. Examples of company regions are
Northwest, Atlantic, and Pacific. Creating regions
under a company is done only for reporting in BMC
Remedy ITSM.
Enter the name of a region to create it. After you add
the first site group or site to the region, you can
select the region when you add another site or site
group.
Site Group Geographic areas can be subdivided into site
, which are collections of individual locations. groups
A company can have any number of site groups,
depending on how many locations it has and where
they are. An example of a company site group is
ABC Europe Region.
Enter the name of the site group to create it. After
you add the first site to the site group, you can
select the site group when you add another site.
Enter the site designation in the field. Site
Enter or select the site address information.
Click . Add
You can continue to add regions, site groups, and sites. The following figure shows a location being added.
6.
7.
8.
Example of a Location being added
Repeat through to add the locations that you require. 3 6
When you are finished configuring the company locations, click . Close
The Support Group structure is defined as , which represents Company > Support Organization > Support Group
how a company is structured from a support perspective. Support groups are typically used to assign work in BMC
Remedy ITSM applications.
Understanding support groups video
To create support groups
Related topic
Understanding support groups video
Disclaimer
1.
2.
3.
4.
5.
6.
To create support groups
Note
You can only create support groups for companies that have a type of Operating Company,
Customer, or Vendor.
Click the link next to Support Group. Create
Enter or select information in the field. Enter the name of the support organization to Support Organization
create it. After you add the first support group to the organization, you can select the organization when you
add the next support group.
Enter or select information in the field. Support Group Name
Enter or select the support group role. The field describes the role that the support Support Group Role
group has in the organization. For example, the support group named Internal Support might provide the
Help Desk function, while another support group provides Tier 2 support.
You choose from the following support group roles, which are levels in the support group hierarchy:
Help Desk
Tier 1
Tier 2
Tier 3
You can also select the Line of Business support group role, which can be assigned to a non-IT team
that supports customers with a particular business need.
Click . Add
The following figure shows a support group being added.
6.
7.
8.
Example of a Support Group being added
Repeat though to add all the support groups that you require. 3 6
When you are finished configuring support organizations and groups for the company, click . Close
Related topic
Creating support groups (custom configuration)
You can create records for both IT support staff and non-support staff.
A support staff member can belong to many support groups.
Non-support staff members include anyone who is not a member of the IT organization, or does not create or modify
records in BMC Remedy ITSM.
This section describes the following tasks:
Adding non-support staff
You must set up a login ID and password for anyone with access to BMC Remedy ITSM Suite, aside from guest
access. People information also includes each person's company, organization, business and home addresses,
desk location, support groups, and selected additional information.
Understanding people profiles video
Disclaimer
1.
2.
When you create people records from a template, part of the record is filled with standard information.
The BMC Remedy ITSM installation includes standard people templates.
To create a people record from a template
Click the link next to People. The People form appears. Create
2.
3.
People form
Click . The Person Template dialog box appears. Select Template
1.
2.
3.
4.
5.
6.
Person Template dialog box
Enter the person's first name, middle name, last name, and login ID.
Enter the person's phone number. Click in the field and press . You can select a Country Code phone Enter
for a phone number from the list or you can enter one manually. If you omit the phone number, it is set as
unknown.
Optionally, enter the email address.
Note
An email address is required to receive email notifications.
From the list select the appropriate template, and then click . Select
Tip
Some templates come with sample data, if you chose to install it. You can create your
own templates before adding People records using templates.
The dialog box closes. A message describes which other fields in the People form are required, based on the
template. The People form reappears.
Complete the required fields in the People form. For more information about the People form, see the topics
that follow this one in the documentation.
6.
7.
8.
1.
2.
3.
4.
5.
6.
7.
8.
On the People form, click . Add
To add more people records, repeat steps through . 3 9
When you are finished adding people records, click . Close
Related topic
Adding non-support staff
You can create non-support staff records for employees, customers, and vendors.
To add non-support staff
Support staff can use these non-support staff records to complete forms, such as to indicate a customer who called
the help desk to report an incident. If non-support staff have a login ID and password, they can record their own
requests on the Requester console.
Enter the person's first name and last name.
Select the client type. The following table lists the client types available for selection.
Client types
Client type Information required
Office-based employee, field-based employee,
contract
Select or enter a site in the field. Site
Customer, prospect, vendor Site information is optional.
Home-based employee You must enter home information in addition to the
site information.
Optionally, you can select a contact type, such as Sales or Technical Support.
Set Support Staff to . No
Enter the phone number. Click in the field and press . You can select a Country Code for a phone Enter
phone number from the list or you can enter one manually. If you omit the phone number, it is set as
unknown.
8.
9.
10.
11.
12.
a.
b.
c.
13.
14.
15.
16.
1.
Note
If this person is a home-based employee, enter the home address and phone number.
In the Organization Information area, select the company and, optionally, select the organization and
department.
In the Location Information area, select the site. You must select a site for employees, but it is optional for
customers and vendors.
To allow this person to log on to the system, perform the following steps:
Enter a login ID and password. People who have access to the People form can change their
password.
If this person needs access to applications, see the instructions in . Adding support staff
Non-support staff typically do not need access to applications. They can create and modify requests
from the Requester console. From the Requester console they can access only their own records. If
you grant them access to applications and you have multiple companies, however, you might want to
restrict their access, as described in . Adding support staff
If required, select a license type of Fixed or Floating.
Click . Add
If you entered a login ID and password for this person, you must confirm the password.
To add more non-support staff records, repeat steps 3 through 13.
When you are finished adding people records, click . Close
Note
If you want to enable full text search, go to the tab of the AR System Administration: Server FTS
Information form. For more information, see . Enabling full text search
Related topics
Resetting a person's password or login ID
You can create people records with standard settings for support staff from the tab of the Standard Configuration
Application Administration Console.
If you are using templates or want to perform custom configuration, however, complete the People form from the Cu
tab. stom Configuration
To add support staff
1.
2.
3.
4.
a.
b.
c.
d.
e.
f.
g.
Complete the fields as described in with the following exception: for Support Staff, Adding non-support staff
select . When you set Support Staff to , the tab appears. For support staff, you Yes Yes Support Groups
must complete the tab the tab. Login/Access Details and Support Groups
People form completed for support staff
Give the person the appropriate BMC Remedy ITSM application permissions.
In the Application Permissions area on the tab, click Login/Access Details Update Permissions
. The Permission Group dialog box is displayed. Groups
In the field, select a permission group to add. Permission Group
If required, select a license type of or . Fixed Floating
Click . Add/Modify
Repeat through to add additional permission groups, if required. b d
You can delete permission groups by selecting them from the list and clicking . Delete
4.
g.
5.
a.
b.
c.
d.
e.
6.
a.
b.
When you finish adding permission groups, click . Close
If you are restricting the access of support staff to certain companies, continue with the steps that follow.
Otherwise, select in the field. Yes Unrestricted Access
Note
To give an individual access to information in BMC Remedy ITSM, you must give the
individual access to specified companies or select for the field. Yes Unrestricted Access
If you specify both companies and unrestricted access, unrestricted access overrides the
specific companies specified.
To restrict access to specific companies:
In the Access Restrictions area, click . The Access Restrictions dialog Update Access Restrictions
box appears.
In the field, select a company to which you want the person to have access. Access Restriction
Note
Depending on the database you are using, if you add more than 100 companies to
a person's group list, you might experience unexpected results. This is caused by
the list size exceeding the field length. The field is limited by GroupList GroupList
the maximum size for your database. This size varies for database servers varchar
and vendors and between versions of the same database. Experience shows that
for databases with a maximum size of 4 KB you can add approximately varchar
100 entries (Companies, Support Groups, and Permissions, or all three) to a
user's group list.
Click . Add/Modify
If you want the person to have access to multiple companies, repeat through . b c
Click . Close
Relate the person to at least one support group:
Click the tab. By default, the Support Groups sub-tab is also selected. Support Groups
Click . The Update Support Group Memberships and Roles form Update Support Groups and Roles
appears.
Update Support Group Memberships and Roles dialog box
6.
b.
c.
d.
e.
f.
7.
In the Add Support Group Relationship area, select the Company, Support Organization, Support
Group, and Relationship Role.
The relationship roles are informational only:
Member The person belongs to the support group.
Associate Member The person has access to modify requests
assigned to that support group.
Click . Add
Tip
To change the relationship role, select the relationship from the Current Support
Group Relationship(s) list and click or . Make Associate Member Make Member
If the person belongs to multiple support groups, select the primary support group record from the
Current Support Group Relationship(s) list and then click . Set to Default
To make the person unavailable for assigning to requests or incidents, select each related support
group from the Current Support Group Relationship(s) and click . Mark Unavailable
To add support group functional roles, click the tab. You can use this tab to assign Functional Role Update
functional roles to people within support groups. Functional roles extend access granted by permissions
groups, but only for specific support groups that are used within BMC Remedy ITSM. For example, someone
might be a member of two support groups but is a support group manager for only one. However, the
individual could also be a support group manager for all of the support groups to which the individual is
assigned. For example, one individual could be assigned all of the following functional roles: Infrastructure
7.
8.
a.
b.
c.
d.
9.
10.
11.
12.
13.
1.
2.
3.
4.
5.
Change Manager for the Change Management support group, Incident Manager for the Incident
Management support group, and Problem Coordinator for the Problem Management support group.
To assign the person to a functional role in a support group:
Select the Company, Support Organization, and Support Group Name.
Tip
Items in these lists appear only if support groups were related to the person on the
tab. Support Group Update
Select a Functional Role for update.
Click . The functional role appears in the table at the bottom of the dialog box. Add
Repeat steps through until you have added all of the functional roles. a c
Click . Close
In the People form, click . Add
Confirm this person's password.
To add more support staff records, repeat steps to . 3 10
When you are finished adding support group memberships and roles, click . Close
Related topic
You can create product categories for use in various BMC Remedy ITSM forms. Product categories represent all of
a company's products that a help desk supports.
Each product category must be unique. You might find it helpful to view existing categories before creating new
categories. For more information about viewing categories, see Viewing and modifying standard configuration data
To create product categories
From the tab in the Application Administration Console, select the appropriate Standard Configuration
company.
Click the link next to Product Category. Create
The Product Category dialog box is displayed.
In the Product Category dialog box, optionally select the Product Type.
Select the configuration item (CI) type for which you are creating the product category.
Select or enter values for the , , and fields. Product Categorization Tier 1 Tier 2 Tier 3
As you populate each field, values become available in the subsequent fields.
5.
6.
7.
a.
b.
c.
8.
9.
10.
11.
12.
13.
14.
1.
2.
Tip
If the product category requires only one tier to sufficiently group it, enter None for the
other two tiers.
(Optional) Enter a product name.
If you specify a product name, select a manufacturer or click to add a manufacturer. If you click : New New
In the New Manufacturer dialog box, enter a company.
In the field, select . Status Enabled
Click . Save
In the Product Category dialog box, select for the status. Enabled
Tip
To temporarily prevent the category from being selected in an application, set the status
to . Proposed
Leave the Origin default as Custom.
If this product definition is a product suite definition, select . Yes
Select whether this product definition is just for the current company or is to be used by all companies
configured.
Click . Add
The product category is automatically related to the selected company and, is available on other forms in the
selected applications, such as the Incident form.
To add more product categories, repeat steps to . 3 12
Click . Close
Related topic
Operational categories list all the operational services that a typical help desk provides, such as adding a user
account and changing a server password.
Operational categories can also contain items that represent symptoms of incidents or problems, such as application
failure and network failure. You can create operational categories of services for use in various BMC Remedy ITSM
forms.
Each operational category must be unique. You might find it helpful to view existing categories before creating new
categories. For more information about viewing categories, see . Viewing and modifying standard configuration data
To create operational categories
2.
3.
4.
5.
6.
7.
8.
1.
2.
3.
Click the link next to Operational Category. The Operational Catalog dialog box appears. Create
Select or enter the operational categorization tiers. After you create an operational category with a particular
tier 1 and tier 2, you can select those tiers when creating additional operational categories. For example, if
you create an operational category for Add > User > Account, you might first enter all three categories, but
when you create an operational category for Add > User > Web Page, you can select both and . Add User
Select for the status. Enabled
Note
You can set the status to to temporarily prevent the category from being Proposed
selected from an application.
Select whether the category is available for the company that you are configuring, or whether it is available
for all companies.
Click . When you save the operational category, it is automatically related to the Global company. This Add
makes the operational category available on other forms, such as the Incident form, for all operating and
customer companies. The product category is also available to all BMC Remedy ITSM applications.
To add more operational categories, repeat steps 3 through 6.
When you are finished adding operational categories, click . Close
Related topic
Creating assignment routing in a standard configuration
You can configure assignment routing so that the system automatically assigns records, such as investigations or
change requests, to the appropriate support group.
When a BMC Remedy ITSM application uses the routing order, which is a feature of many of the main ticketing
forms, it uses information from the form to find an assignment entry and select the support group for assignment.
Notes
These procedures are for standard assignment processing and do not include instructions
for configuring application-specific assignment.
Configure BMC Remedy ITSM Suite assignments solely from the Application
Administration Console. Do not configure BMC Remedy ITSM Suite assignments from
either the BMC Remedy Assignment Engine Console or from "back-end" forms, because
this causes issues.
To create assignment routing
Click the link next to Assignment. Create
The Assignment dialog box appears.
In the field, select the type of assignment entry. Event
For example, Incident Owner is used by the Incident Management feature of BMC Service Desk to assign an
3.
4.
5.
6.
7.
8.
9.
1.
2.
Owner Group to the incident. The Owner Group is responsible for ensuring that the customer is satisfied with
the incident resolution and for closing the Incident.
(Optional) Enter a description.
In the field, select the support group to assign. Assigned Group
In the Routing Order area, specify when this assignment entry should be used for the automated assignment.
Company Select the location of the incident or request. If this
routing applies to all companies, select . Global
Operational Categorization You can route assignments by operational services.
Product Categorization You can route assignments by product
categorization.
Note
Operational Categorization is not used in BMC Asset Management.
Click . Add
Repeat step 3 through step 7 to add more assignment routings.
Tip
You should create all event assignments for your company and groups. Otherwise, you
could encounter issues when creating tickets.
When you are finished adding assignment routings, click . Close
Related topics
Configuring assignments
Configuring additional Foundation options
After you configure BMC Remedy ITSM as a standard configuration, you can view the configuration data.
When you view the data, a form appears in which you can perform additional custom configuration. For example, if
you view support groups, you can use the Support Group form to modify the data already entered or add additional
information, such as the business hours for a support group.
To view or modify standard configuration data
Click the link next to the category of standard configuration data that you want to view or modify. View
The corresponding form appears with search results that display all records for the selected company. If
appropriate, records applicable to all companies also appear. For example, if you click the link next to View
Support Group, the Support Group form appears, displaying all matching support groups, as shown in the
2.
3.
4.
5.
following figure.
The top part of the form displays the search results, and the bottom part displays the selected record.
Support Group form displaying the company's support groups
Select the appropriate record to view the data or make changes.
If you make changes to the form, click . Save
Close the form.
Application administrators can choose to perform the following configurations:
Configuring system settings
Configuring a system default home page
Configuring multi-tenancy
Working with cost centers
Configuring product and operational catalogs
Notification Engine configurations
Configuring notifications
Configuring reports
Configuring advanced options
Configuring flashboards
Configuring the Requester Console application
Configuring the Distributed Server Option (DSO) Service
Common Foundation tasks
Configuring BMC Atrium Service Context for BMC Remedy ITSM applications
Configuring social collaboration
This section describes how to configure system settings.
Application database sort order
System settings
Related topic
Application database sort order
The Schema Sort form enables you to customize the sort order of BMC Remedy ARSystem forms for your
database. This form is used primarily during installation to select the sort order of forms according to the kind of
database that you have installed.
Note
If you are using a Microsoft SQL Server or Sybase database, you do not need to perform this
procedure; the BMC Remedy ARSystem database is installed ready to be used by these
database types.
1.
2.
3.
4.
5.
6.
7.
To customize the database sort order
From the Application Settings list, choose Foundation > Advanced Options > System Configuration
, and then click . The Schema Sort form appears. Settings - Application Database Sort Order Open
Schema Sort form
Search for all records. To do this, click specifying any search criteria. Search without
Set the custom sort order options.
Note
The default sort order options can be used in most cases.
In the Functions area, select the Sort Order Type. Select MSSQL, Sybase, Oracle, DB2, or Informix option.
Click . Modify All
7.
1.
2.
3.
4.
In the message box that appears, click to confirm. Yes
Note
You will see the changed sort order after you restart BMC Remedy AR System server.
System settings
This function is used to configure general and BMC Remedy AR System settings.
To modify system settings
, and then click . The System Settings form appears. Settings - System Settings Open
System Settings form
To enable the capability to define unique prefixes for records, select . Enable User Defined Prefix
This option is used in a distributed environment in which records are generated by two or more servers and
duplicate records might be generated. When you select this option, you also have to define the unique prefix
as described in . For example, by default incident records are Configuring forms to use DSO unique prefixes
prefixed with INC (INC000000314355). You might want to configure another server to create incident records
with a prefix of IMT (IMT000000314355) to avoid duplicate records.
To restrict a user's access to only one company's information, select in the Single-Tenancy Tenancy Mode
field, and then select the company to which the user should have access. This restriction is useful, for
4.
5.
example, if you have outsourced some IT functions in your organization and want to restrict a third-party
vendor to information that belongs to them.
Make any other changes, and then click . Save
For information on completing the , , and fiel Enable Notification via Twitter Enable RSS feed Enable Chat
ds, see . For information on completing the Enabling chat, Twitter notifications, and RSS feeds Data
field, see Management Load File Path OLD VERSION OF Configuring the BMC Remedy AR System
. repository for attachments and spreadsheets
Note
To give individuals access to information in BMC Remedy ITSM, you must give them
access to specified companies or select for the field on the Yes Unrestricted Access
Login/Access Details of the People form.
Related topics
Creating a non-support person profile
Granting users access to the Requester Console
Providing access to people records of other companies
Tenancy mode
Configuring a system default home page
Users can set their own home page. As an administrator, you can set the default home page for new users and
modify the home page for all existing users, or for groups of users.
This topic describes the following tasks:
To change the system default home page for new users
To change the system default home page for existing users
By default, when a user opens one of the BMC Remedy ITSM Suite applications, the IT Home page appears.
However, any user can configure the system to display the console of any application to which that user has access.
For example, a user can configure the system to display the Incident console of the Incident Management feature of
the BMC Service Desk application.
Individual users can configure a different home page for their own user ID by using the Application Preferences
form. For instructions, see the appropriate BMC Remedy ITSM Suite application user documentation.
If a user does not have access to an application (for example, a guest user), the default home page for that user is
the IT Home page.
When you perform a new installation of version 7.6.00 (or later) or an upgrade from a release earlier than 7.6.00, the
system default record on the CTM:CFG-ApplicationPreferences form is automatically configured to display AR
System Customizable Home Page as the home page. All of the People records that are subsequently created have
their field set to the IT Home page. User Preferences Home Page
1.
2.
3.
4.
5.
6.
7.
8.
9.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Note
To take advantage of the default home page capabilities described in these procedures, you
must configure a preference server. This is required when logging in from either a browser or a
desktop. See for information about Setting user preferences and customizations introduction
configuring preference servers.
To change the system default home page for new users
Use the following procedure for a first-time installation of release 7.6.00 (or later) of the BMC Remedy ITSM Suite or
one or more of its applications.
Open BMC Remedy ITSM from a browser, using an ID with administrator privileges.
Select , and then click the tab. File > Open > Object List Find
In the field, type , and then click . Search what keywords? Application Preferences Find
Select from the search result list, and then click . Application Preferences Search
From the Application Preferences form that appears, open the advanced search feature by clicking Advance
in the upper-right corner of the form. d
In the field, type Search Criteria 'Preferences for' = $NULL$
Click . The search returns the single System Default record. Search
Open the System Default record and then, from the Default Home page list, select the console that you want
to use as the home page.
Click . Save
To change the system default home page for existing users
If you are upgrading from a release that is earlier than 7.6.00, you must perform this procedure and the procedure
for changing the system default home page for new users. When you perform an upgrade, the home page on the
user preference record of existing users is not automatically updated.
Open BMC Remedy ITSM from a browser, using an ID with administrator privileges.
Select . File > Open > Object List
In the Object list window, click the tab. Find
In the field, type , and then click . Search what keywords? User Preferences Find
From the search results list, select , and then click . AR System User Preferences Search
From the AR System User Preferences form that appears, click to return a list of all existing user Search
preference records.
Select all of the records in the list.
Select . Actions > Modify all
Click the tab. Home Page
In the field, type the form name of the console that you want to assign as the default system Form Name
10.
11.
home page. For example, type if you want the Incident form to be the default home page. HPD:HelpDesk
Click . Save
Configuring multi-tenancy
Multi-tenancy is a feature in BMC Remedy ITSM Suite that enables you to control which records and configuration
data are exposed to a user, based on the user's permissions. User access is controlled through the Company field,
which can represent a company, business unit, or other group.
You can use multi-tenancy to control access in a hosted environment. For example, in a service provider
environment, BMC Remedy ITSM Suite multiple companies might use a single application, with the data for each
company hidden from the other companies using the application.
Multi-tenancy controls access to configuration items, incidents, known errors, broadcast messages, categorization,
and so on. In the Requester Console, it also controls access to summary definitions.
You can use both support company access and multi-tenancy to give support companies (vendor companies or
operational companies) limited access to data in another company.
Row-level security
Row-level locking is set at the Company level for BMC Remedy ITSM forms. All child records inherit the tenants of
the parents associated with them.
For individual configuration item (CI) records, the tenancy is set by the value in the field on the CI, and by Company
the Used by relationship of Company entries associated with the CI.
Using multi-tenancy to segregate companies
Using restricted access for support companies
Using multi-tenancy to segregate business units
Fields that support multi-tenancy
Using multi-tenancy to segregate companies
You can use multi-tenancy to segregate data and restrict access by the field. Access restrictions are Company
performed primarily on ticketing forms, such as incidents, problem investigations, change requests, and asset
records. As a result, a user with access to only one company (such as Calbro) cannot see incidents for another
company (such as ABC Corp).
This section describes using multi-tenancy with the field representing companies. Even if you plan to Company
segregate data by business unit, review the information in this section to gain a general understanding of how
multi-tenancy works and is configured.
Multi-tenancy scenario
Selecting the Tenancy Mode
Company types and multi-tenancy
Configuring companies for multi-tenancy
Configuring access for people
Understanding other configuration options
Working in the application consoles when segregating users by company
Working with software license management
Related topic
Multi-tenancy scenario
The examples in this section use a scenario in which a Managed Service Provider (MSP) provides support for two
companies, Calbro and ABC Corp.
The following figure illustrates the access in this scenario.
Example of access to multiple companies
In this scenario, some people have access to Calbro information, some people have access to ABC Corp
information, and other people have unrestricted access to all information.
This scenario includes the following support groups:
Calbro Support People in this support group can access information
only for Calbro.
ABC Support People in this support group can access information
only for ABC Corp.
Global Support People in this support group provide support for all
supported companies and can access information for
both Calbro and ABC Corp.
Joe Customer works for Calbro and Clara Contact works for ABC Corp.
Note
Membership in a company is not the same as access to a company.
In this scenario, Fanny Frontline and John Support provide support for ABC Corp, but they are not members of ABC
Corp. Their company is the MSP, but they are members of ABC Support and also have access to ABC Corp. If
Fanny Frontline files a ticket for her own incident, John Support cannot see the ticket because he has access only to
ABC Corp. Mary Frontline in Global Support, however, can see the ticket because she has unrestricted access to all
companies.
Selecting the Tenancy Mode
The value that you select in the field on the System Settings form determines whether the Tenancy Mode Compan
field on various forms defaults to a single company or whether users must always select the appropriate company y
from the field.
BMC Remedy ITSM Suite is installed with field set to . If you have changed this field Tenancy Mode Multi-Tenancy
to , complete the following steps to change the value back to . Single-Tenancy Multi-Tenancy
1.
2.
3.
4.
Note
In the BMC Remedy ITSM Suite applications, the multi-tenancy feature is always available.
Regardless of the setting, data is segregated by company and access to data is Tenancy Mode
controlled by a user's access to a company.
To set Tenancy Mode to Multi-Tenancy
From the Application Settings list, select Foundation > Advanced Options > System Configuration
, and then click . Settings - System Settings Open
The Systems Settings form is displayed.
System Settings form
In the field, select . Tenancy Mode Multi-Tenancy
Click . Save
Company types and multi-tenancy
BMC Remedy ITSM Suite supports different types of companies, described in the following table. You select a
company type when you create a company.
Company types
Company type Description Used by multi-tenancy?
Customer External companies for which you
provide services
Yes
Generic Contact Other companies that you want to
reference on the People form
Yes
Manufacturer Must be specified for each product
identified in the product catalog
No
Operating Companies for which you provide
support
Yes
Supplier Third-party suppliers of products;
used by BMC Asset Management
No
Vendor Third-party vendors that provide
services for you
Yes
Service Provider A company that is contracted to
provide IT management services to
other companies (Operating
companies). In a Hub and Spoke
environment, the company that is
resident on the hub server to provide
IT management services to other
companies must be defined as a
Service Provider company.
Operating companies that are
resident on the spoke servers.
Yes
Configuring companies for multi-tenancy
This topic describes the minimum steps to create a company. For each company that you create, you must
configure the following data:
Organizational structure
Locations
Support groups
People
Optionally, for each company, you can configure other data, such as:
Product categories
Operational categories
Assignment routing
Approval processes
Incident scripts, templates, and decision trees
Change templates
1.
2.
3.
4.
5.
6.
Note
Each of these areas uses global data, unless company-specific data overrides it. The Global
company record is part of the core BMC Remedy ITSM Suite installation data and must be not
modified. Use the Global company to specify when something, such as a catalog entry, applies
to all companies in BMC Remedy ITSM Suite. For example, if you select the Global company in
the Product Catalog, you would map a product to all companies instead of one company (or to
multiple selected companies).
To configure a company
From the tab of the Application Administration Console, click the Standard Configuration Click here to
link. create and configure a new company
In the Company dialog box, enter the company name in the field. Company
Select the Company Type.
If support staff are members of this company, select . Operating Company
Click . Add
A message appears that the company has been created. After you click , the company is selected on the OK
tab of the Application Administration Console. Standard Configuration
Repeat these steps until you have added all the companies you want.
When you are finished adding companies, click . Close
Configuring access for people
You grant people access to companies on the People form. You can grant someone access to one company,
access to multiple companies, or unrestricted access to all companies.
Note
As of BMC Remedy ITSM 8.1, the Unrestricted Access check box on the People form is
unselected by default.
You cannot restrict access to companies that are offline. Offline companies are not available from selection lists, but
those companies and their records are available from searches.
To grant a support group access to a company, you must provide access to each person who is a member of the
support group. If a single support group supports multiple companies, you might give members of the support group
unrestricted access or specify the multiple companies that those members support.
Note
To grant access to a company, you must log in to an account that has access to that company.
1.
2.
3.
4.
5.
6.
7.
8.
Granting a person access to a single company
Granting a person access to multiple companies
Granting a person unrestricted access to all companies
Granting a person access to a single company
Some people require access to a single company.
To configure access to a single company
On the tab of the Application Administration Console, click the link next to Standard Configuration View
People.
Search for and select the appropriate person.
In the Access Restrictions Area, click . Update Access Restrictions
Access Restrictions window
In the Access Restrictions dialog box, and in the field, select the type of company for Access Restriction
which you are granting access (customer, generic contact, operating company, or vendor), and then select
the company.
The figure in this topic shows the Operating Company company type selected. The operating companies are
displayed, and ABC Corp is selected.
Click . Add/Modify
Click . Close
On the People form, click . Save
Granting a person access to multiple companies
1.
2.
3.
4.
5.
6.
7.
8.
9.
1.
2.
3.
4.
Some people require access to more than one company, but not to all companies.
To grant access to multiple companies
People.
In the Access Restrictions area, click . Update Access Restrictions
In the Access Restriction field of the Access Restrictions window, select a company for which you are
granting access.
Click . Add/Modify
Select and add other companies for which you are granting access.
Click . Close
Granting a person unrestricted access to all companies
Some people require access to all companies. For example, someone working in Global Support or a Help Desk
manager might require access to all companies.
Notes
Granting unrestricted access to all companies does not grant access to all areas of the
application. Application permissions determine whether the person can access incidents or
problem investigations.
To grant a person unrestricted access to all companies, or to remove unrestricted access from
someone, your login ID must haveUnrestricted Access permissions.
Enabling Unrestricted Access for a user will prevent Visibility Groups in Knowledge Management
from functioning as expected,this means that the user can view all Knowledge Articles within the
system.
To grant unrestricted access to all companies

People.
Search for and select the appropriate person, and then click the tab. Login/Access Details
In the Access Restrictions area, select the check box next to Unrestricted Access. Yes
Click . Save
Understanding other configuration options
You can use different prefixes to identify tickets for different companies. For example, an AHD prefix identifies
incident tickets for ABC Corp, and an XHD prefix identifies incident tickets for XYZ Company. To do this, you must:
Set up a BMC Remedy Distributed Server Option (BMC Remedy DSO) environment. For information about
BMC Remedy DSO, see . Configuring BMC Remedy Distributed Server Option
Set the value of the field to . For information about enabling the user Enable User Defined Prefix Yes
defined prefix, see . System settings
Working in the application consoles when segregating users by company
If the user is restricted to one company, that company is the default value on certain forms. Otherwise, the user
must select the appropriate company.
Working with configuration items
Accessing incident records
Working with configuration items
In a multi-tenancy environment:
If the configuration item (CI) specifies the company, only support staff with access to that company can
access the CI.
If the CI is specified for the company, only support staff with unrestricted access can access the CI. not
Example of a CI restricted to ABC Corp
The company for a CI is specified in:
The field Company
Companies for people organizations on the tab, for "Used by" and "Supported by" relationships. People
To access a CI, in addition to the relevant company access, support staff require Asset permission.
Accessing incident records
In a multi-tenancy environment, only the customer or support staff with access to the customer's company can
record an incident.
Users can access incidents only when a company that they access is designated as:
The customer's company
The contact's company
The company for the incident service type
Example: Support staff with access to only one company
In this example, Fanny Frontline provides support only for ABC Corp, and Joe Customer calls from Calbro. Fanny
cannot select Joe Customer as the customer on the incident form. Fanny can, however, see incidents with the
customer company set to ABC Corp.
Fanny Frontline cannot see Joe Customer's incidents, except in the following situations:
A member of ABC Corp was recorded as the contact.
ABC Corp was selected for the categorization company on the Incident Categorizations dialog box.
Fanny Frontline has access to the Company of the Support Group that the incident is assigned to
Fanny Frontline has access to the Company of the Support Group that is assigned as the owner of the
incident
Incident with customer company set to ABC Corp
Incident with contact company set to ABC Corp
Incident with categorization company set to ABC Corp
Working with software license management
The software license management feature of BMC Asset Management always uses the field to segregate Company
data. If you are using software license management, you must specify the field for: Company
Product CIs
Software license contracts
Software license certificates
License types can be either global or for a specified company.
For more information about software license management, see . Software license management
Using restricted access for support companies
Any operating company or vendor company can provide support for customers in any other company. Support staff
at the company providing support can be assigned tickets, such as incident requests and change requests. The
support company's staff can work on assigned tickets without being given access permission to the customer
company or the contact company. As a result, the support company's staff can access only tickets that they have
been assigned.
Optionally, you can grant the support company access to create tickets for a customer company.
This section follows the example of setting up the vendor company Vendorco to provide support for Calbro and ABC
Corp. Both Calbro and ABC Corp purchase Microsoft products and support from Vendorco. Support staff at Calbro
sometimes assign tickets, such as incidents and problem investigations, to Vendorco. Sometimes Vendorco must
create a related incident or change request. Support staff at ABC Corp also assign incidents to Vendorco. However,
ABC Corp policies do not allow Vendorco to create new incidents on behalf of ABC Corp customers.
Configuring restricted access for support companies
Assigning tickets to support personnel in other companies
Working with tickets for other companies


1.
2.
3.
4.
5.
6.
Configuring restricted access for support companies

The following table lists tasks that you must perform to configure restricted access for operating and vendor
companies that provide support for other companies.
Tasks to configure restricted access for support companies
To allow Perform task
Assignment of tickets to an operating company
providing support
Configure the operating company
Configure access for people
Assignment of tickets to a vendor company providing
support
Configure the vendor company
Configure access for people
The company providing support to create tickets for the
customer company
Configure support company access to create tickets
Related topic
Configuring access to the vendor company
Configuring vendor companies
Vendor companies are third-party vendors that provide services for you. For information about configuring an
operating company, see . Configuring companies for multi-tenancy
To configure a vendor company
From the Application Settings list, select Foundation > Organizational Structures > Companies and
, and then click . Organizations Open
On the Company form in the field, type the company's name. Company
For the , select . Type Vendor
Click . Save
Continue to configure the company.
1.
2.
3.
4.
5.
6.
7.
Configuring access to the vendor company
So that support staff in the vendor company can access the vendor company's records, including tickets that are
assigned to them, you must grant them access to the vendor company.
In addition, this access gives the support staff access to CIs that are supported by the vendor company, and also
gives support staff access to processes that are set up for the vendor company, such as templates and scripts.
Note
Support staff in the vendor company can create tickets only for the vendor company, unless you
also grant them access to create tickets.
To grant access to a vendor company
From the Application Settings list, select > and click . Foundation People Open
In the field, select the type of company and then the company for which you are granting Access Restriction
access.
Click . Add/Modify
Example of a person being given access to the company in which the person works
7.
8.
9.
10.
Select and add other companies for which you are granting access.
Click . Close
On the People form, click . Add
Configuring support company access to create tickets
Use this feature to set up one company as a support company for another company. This feature enables members
1.
2.
3.
4.
5.
6.
of the support company to create tickets for customers in the other company.
In this topic, Vendorco is a support company for Calbro. Support staff at Vendorco can create tickets for customers
at Calbro. Vendorco support staff cannot, however, create tickets for customers in ABC Corp.
To configure support company access to create tickets
From the tab of the Application Administration Console, select > Custom Configuration Foundation Peopl
> , and then click . e Support Company Access Configuration Open
Tip
If you are not sure whether the mapping exists, you can search for it. In the fiel Company
d, select the company that is being supported and click Search.
If the mapping you need does not exist, click . Create
In the Add Support Company dialog box, in the field, select the company being supported. Company
For example, select Calbro.
In the field, select the company that is providing support. Support Company
For example, select Vendorco.
Click . Save
To update permissions on current People records for the support company, select the same customer
company from the list next to the button, and then click . Update Update
For example, select Calbro in the field, and then click . Company Update
Note
You must perform this step to activate these settings for current people records.
The People records are updated with the company access permissions.
When you create new people for the support company, this company access permission is automatically created.
For example, if you create William Wenda as a member of Vendorco, the support company access is set for William.
Assigning tickets to support personnel in other companies
The following table lists the types of tickets that you can assign to support staff in other companies, depending on
the BMC Remedy ITSM Suite applications that you have.
Tickets that can be assigned to support staff in other companies
Application Type of ticket
CI unavailability
Purchase requisitions
Change requests (you can assign the vendor as the
change manager, change assignee, change
implementor, or any combination)
Tasks (you can assign a task to the vendor without
assigning the change request)
Release requests
Activities
BMC Service Desk
Incident requests
Problem investigations (you can assign the vendor as
the problem manager, problem assignee, or both
Tasks (you can assign a task to the vendor without
assigning the incident request or problem
investigation)
Known errors
Solution entries
Working with tickets for other companies
When support staff are assigned tickets from other companies, they see the tickets in the applicable consoles and
can work on the tickets.
For CIs, when you create a "Supported by" or "Used by" relationship to a people organization, access to that CI is
granted to people who have access to the people organization's company.
Example: Vendor company working on assigned incident request for an operating company
In this example, Mary Frontline works at the Service Desk and has access to Calbro. Joe Customer, a customer at
Calbro, calls and says that he cannot access his email in Microsoft Outlook. Mary cannot resolve the incident
request and assigns it to William Wenda at Vendorco. When William Wenda opens the Incident Management
Console, he sees Joe Customer's incident request assigned to him; William opens the incident request and works to
resolve the issue.
Because William does not have access to Calbro, he has the following restrictions when working on Joe Customer's
incident request (or any ticket from a company for which he does not have access):
He is limited in how he can reassign the ticket, because he cannot see data for other companies. He can
reassign the ticket within Vendorco using any method. However, to reassign the ticket to someone at Calbro,
he must use the Auto Assign quick action.
The Auto Assign quick action can assign an incident to the appropriate support group, even if the user does
not have access to the support group's company.
For foundation data, such as product categorization and incident templates, William can select only data that
is for his company (Vendorco) or that is global.
William can access CIs only if his company (Vendorco) is specified as the company:
In the field Company
On the tab, for "Used by" and "Supported by" relationships. People
Example of part of the Incident Request form
Because Vendorco is configured as a support company for Calbro, William can create new tickets for Calbro
customers. However, because Vendorco is configured as a support company for ABC Corp, William cannot not
create new tickets for ABC Corp customers.
When William is assigned a task, he can only see the parent change request, incident request, or problem
investigation if the parent request or investigation is also assigned to someone at Vendorco. William can access
assigned tasks from the Overview Console.
Multi-tenancy is used to segregate data and restrict access by the field. To segregate data by business Company
unit, you must record each business unit as a separate company.
This section provides configuration tips and caveats for using multi-tenancy with the field representing Company
business units. This section assumes that you are familiar with using multi-tenancy to segregate companies

1.
2.
Configuring companies to represent business units

To segregate data by business unit, you must create companies to represent the business units.
Tip
If you must segregate data by both company and business unit, create a "business unit
company" for each company-business unit combination. For example, if you have companies
ABC and XYZ, each with a North American and European business unit, you might create the
companies ABC-North America" and XYZ-North America."
To configure a company to represent a business unit
From the Applications Settings list, select Foundation > Organization Structures > Companies and
The Company form appears.
Example of the Company form completed for a business unit
2.
3.
4.
5.
6.
7.
Enter the company business unit in the field. Company
This name appears on reports and on forms where the company field is displayed.
Note
The next three steps are optional. If you do not complete the Company Multi-tiered Menu
Structure, on forms, users select the company with the name that you entered in the Com
field. If you complete this menu structure, on applicable forms, users select the pany
company by selecting the company and then select the business unit from a multi-tiered
menu structure.
Click the tab. Advanced Configuration
In the field, enter the name of the company. Menu Structure Tier 1
In the field, enter the name of the business unit. Menu Structure Tier 2
The menu structure does not have to be the same as the company name. In the example, users would select
the company by choosing , but XYZ Corp - North America would be displayed in the XYZ > North America C
field. ompany
Click . Save
Configuring people access for business units
You grant people access to business units on the People form. To grant someone access to a business unit, you
grant that person access to the company that you configured as a business unit. You can also grant that person
access to companies that do not correspond to business units. You can grant someone access to one business unit
or company, access to multiple business units and companies, or unrestricted access to all business units and
companies.
1.
2.
3.
4.
5.
6.
7.
8.
9.
Granting a person access to specific business units
Granting a person access to all business units and companies
Some people require access to only one business unit or to multiple specified business units.
To grant access to specific business units
People.
In the field, select the business unit for which you are granting access. Access Restriction
Access Restrictions window
In the example, companies have been configured with multi-tiered menus to represent company and
business unit. To set the business unit, from the field, select the company type, the Access Restriction
company, and then the business unit, as in . In this example, Operating Company > XYZ > North America
the company type is Operating Company, Menu Tier 1 (company) is XYZ, and Menu Tier 2 (business unit) is
North America. The company name displays as XYZ Corp North America.
Click . Add/Modify
Select and add other business units for which you are granting access.
Click . Close
1.
2.
3.
4.
Related topic
Some people require access to all business units and companies. For example, someone working in Global Support
or a Help Desk manager might require access to all business units and companies.
Note
If someone requires access to all business units in one company, but not to all companies, do
not grant that person unrestricted access.
Granting unrestricted access to all companies does not grant access to all areas of the application. Application
permissions determine whether the person can access incidents or problem investigations.
To grant unrestricted access to all business units and
companies
People.
Search for and select the appropriate person, then click the tab. Login/Access Details
In the Access Restrictions area, select the check box next to Unrestricted Access. Yes
Access Restrictions area
Click . Save
Related topic
Working in the application consoles when segregating users by business unit
If the user is restricted to one business unit, that business unit is the default value on certain forms. Otherwise, the
user must select the appropriate business unit, which is a selection in the field. Company
Incident Management console, displaying Company field selections
Fields that support multi-tenancy
The role of field 112
Extending access to additional CI people organization relationships
Row-level security in BMC Atrium CMDB
The BMC Remedy ITSM Suite writes company IDs to a special field ( ). Each data record contains this field ID 112
field, which is normally hidden.
Field 112 on incident records
Field 112 on configuration item records
This special field is populated on application forms based on the companies that are picked to access that record.
For example, when you select the contact and classification companies on the Incident form, workflow updates field
values with the group IDs that have been assigned to those companies. For child records, such as the tasks or 112
costs associated to an incident, the tenancy information is passed down from the parent.
After is populated, any query to the BMC Remedy Action Request System (BMC Remedy AR System) field 112
product displays only rows of data that a user has access to, based on their permissions and the permissions in fiel
. d 112
Example
The following example illustrates a specific instance. In this example, "1000000006" is the company
ID for Calbro. A customer calls the Service Desk to report an incident. Because the customer's
company is Calbro, on the incident record is set to 1000000006. field 112
For any staff member to view the incident, that staff member must have access to Calbro or must
have unrestricted access. If Mary Frontline has access to both Calbro and ABC Corp, she can view
this incident. If John Support, however, has access only to ABC Corp, he cannot view this incident.
For incident records, is populated by: field 112
The customer company specified on the tab Customer
The contact company specified on the tab Contact
The classification company specified on the tab Classification
Child records of a parent request, such as Work Info records attached to an incident, inherit the value from field 112
the parent.
Configuration item (CI) access also depends on company access. For a CI, reflects: field 112
The field Company
Companies for people organizations on the tab, for "Used by" and "Supported by" relationships People
When you create a "Supported by" or "Used by" relationship to a people organization, access to that CI is
For more information about , see . field 112 Assignee Group access
While is populated based on the customer and contact companies of a record, is populated field 112 field 60900
based on the company of the staff assigned to a ticket.
BMC Remedy ITSM Suite writes assigned company IDs to a special field (field ID 60900). Each data record that can
be assigned to a company contains this field, which is normally hidden. The special is populated on field 60900
application forms based on the company that is assigned to that record. For example, on the Incident form, when
you assign the incident to a company, workflow updates values with the group ID of the assigned field 60900
company. For child records, such as the tasks or costs associated to an incident, is passed down from field 60900
the parent.
After is populated, any query to the BMC Remedy Action Request System (BMC Remedy AR System) field 60900
product displays only rows of data that a user has access to. If the user's permissions match the permissions in field
, in , or in both fields, the product displays the row of data to the user. 112 field 60900
Example
The following example illustrates a specific instance. In this example, "1000000006" is the company
ID for Calbro and "1000000007" is the company ID for Vendorco.
A customer calls the Service Desk to report an incident request. Because the customer's company is
Calbro, on the incident request record is set to 1000000006. This incident request is about field 112
a product that is supported by Vendorco. The Service Desk assigns the incident request to Vendorco,
and field on the incident request record is set to 1000000007. 60900
For any staff member to view the incident, that staff member must have access to Calbro, must have
access to Vendorco, or must have unrestricted access. If Mary Frontline has access to both Calbro
and ABC Corp, she can view this incident. If John Support, however, has access only to ABC Corp,
he cannot view this incident. If Valerie Vendor has access to Vendorco, she can view this incident
request-even though she does not have access to Calbro.
For incident records, is populated by: field 60900
The assignee company
The owner support company
Child records of a parent request, such as Work Info records attached to an incident, inherit the value field 60900
from the parent.
CI access depends on . This means that vendors can only access CIs for which the vendor company is field 112
specified as the company:
In the field Company
On the tab, for "Used by" and "Supported by" relationships People
When you create a "Supported by" or "Used by" relationship to a people organization, access to that CI is
Recommendation
If a company is providing support for a CI, set the "Supported by" relationship for the CI.
Extending access to additional CI people organization relationships
On the tab, CIs support the following relationships to people organizations: People
Approved by
1.
Created by
Managed by
Owned by
Supported by
Used by
The "Supported by" and "Used by" relationships add the appropriate company to to add access to the CI. field 112
To add access for companies based on other relationships, such as "Managed by," you can perform the
customization described in this section.
If you make this customization, consider the following caveats:
Relationships that were created before you make the customization are not affected. Only relationships that
are created after you make the customization are affected.
For example, if the CI for a server is already configured as Managed by Calbro Support, when you make the
customization, people with access to Calbro do not have access to the CI unless you re-create the
relationship.
This customization might be reset after a patch or upgrade.
After a patch or upgrade, you must verify this customization.
Removing this customization does not remove access that was granted by use of this customization.
To extend access to additional CI people organization relationships
Note
You must have Administrator permissions to complete the following procedure.
Open your browser and go to the following URL to open the SYS:Association Types form:
http:// /arsys/forms/ /SYS:Association Types midTierServer ARSystemServer
1.
2.
3.
Example of a SYS:Association Types record
Select the appropriate Relationship Type and click . Search
Change the values of the field to , and click . Row-Level Access Enabled Yes Save
Row-level security in BMC Atrium CMDB
The BMC Atrium Configuration Management Database (BMC Atrium CMDB) product supports multi-tenancy in the
BMC Remedy ITSM Suite applications by providing the underlying framework. These applications leverage this
framework.
The BMC Atrium CMDB framework to support multi-tenancy includes:
CMDBRowLevelSecurity ( ) to provide row-level access field 112
BMC Remedy ARSystem roles to control read/write access
The BMC Atrium CMDB base installation does not include the BMC Remedy ITSM Suite field. This is Company
extended when BMC Remedy ITSM Suite is installed. The BMC Remedy ITSM Suite installation updates field 112
with company permission groups for CIs, just like other forms in BMC Remedy ITSM Suite.
To view or modify a specific instance in BMC Atrium CMDB, a user must have row-level security to that instance.
Row-level security and write access are controlled by the following attributes:
Attribute Description
CMDBRowLevelSecurity Only users who are members of a group listed in the
CMDBRowLevelSecurity attribute have permission to
view the instance.
CMDBWriteSecurity To modify the instance, users must be a member of a
group listed in the CMDBWriteSecurity attribute, and
also have row-level security.
The users must also have CMDB Data View or CMDB Data Changes roles, as appropriate, to view or make
changes to the instance.
Note
If you are working directly with BMC Atrium CMDB, remember that the CMDB Data View All and
CMDB Data Change All roles grant permission to view and modify instances regardless of
row-level security. Use the CMDB Data View and CMDB Data Change roles with
CMDBRowLevelSecurity and CMDBWriteSecurity in a multi-tenancy environment.
Related topic
Roles, instance permissions, and row-level access in BMC Atrium Core
This section describes how to configure your organization's structural information such as country, geography, and
sites.
Access point for Company and Organizational Structures custom configuration
Updating company information
Configuring support groups
Setting a time zone
Tenancy mode
For all BMC Remedy ITSM foundation forms with status values, BMC Remedy AR System Administrators can
change the status of records by selecting from the following options:
Archive (Record can be archived but archiving is not done automatically by the system.)
Delete (Record can be deleted but deletion is not done automatically by the system.)
Enabled (Record can be verified for use within the application. This status might or might not be the default
status for a record.)
Obsolete (Record is no longer used but it is kept in the system for reference. The record should not be
deleted. If the record is not a people record then it is no longer available for selection. People records with
this status remain available for selection.)
Offline (Record has been taken out of Enabled status for a period of time with the intent of enabling it again in
the future. If the record is not a people record then it is no longer available for selection. People records with
this status remain available for selection.)
Proposed (Record has been filled in (or completed); however, it needs verification before being moved to the
Enabled state.)
Access point for Company and Organizational Structures custom configuration
The custom configuration for companies and organizational structures is accessed from the Foundation >
expandable command list on the tab of the Application Organizational Structures Custom Configuration
Administration Console.
The following figure shows the access point.
Tip
Carefully read the instructions for configuring organizational structures in the rest of this section
before using the configuration commands in the expa Foundation > Organizational Structures
ndable list.
Access point for the Organizational Structures custom configuration
Updating company information
During the standard configuration steps, you add basic company information.
You can further customize your company by adding:
Company aliases
Location information
Miscellaneous information, such as hours of operation, time zones, cost centers, budget codes, and website
URLs
Multi-tiered menu structure for a company
Adding a company alias
1.
2.
3.
4.
5.
6.
7.
Adding and modifying company locations
Adding and modifying organizations
Configuring people and support groups
Adding miscellaneous company information
Configuring a multi-tiered company menu structure
Modifying a region
Modifying a site group
Adding a country currency
Adding geographic information
Adding a company alias
Company aliases can be used to provide a short name for a company or to group different companies under a
common name. Providing an alias for a company (or group of companies) makes searching for a company from the
field easier because the company can be identified by more than one name. You can define one of more Company
aliases for a company.
To add a company alias
From the Application Settings list, choose Foundation > Organizational Structures > Companies and
, and then click . The Company form appears. Organizations Open
Note
For further information about the contents of the Company form, see Overview of creating
. and managing companies and sites
Search for the company.
Select the company from the list returned, and select the tab. Alias
Click . The Company Alias Update dialog box appears. Update Alias
Enter the company alias and click . Add
Tip
You can modify or delete a company alias by selecting it from the list and clicking Modify
or . Delete
Click . Close
Adding and modifying company locations
Some companies can have multiple locations. The location information includes the region, site name, and site
1.
2.
3.
4.
5.
address information.
To add or modify a company location
Select the company from the list, and click the tab. Locations
Click . Update Locations
Tip
Alternatively, you can view location information by selecting a location from the list and
clicking View Site Information.
The Location Update form appears. The company name that you previously selected appears by default.
Location Update form
5.
6.
7.
8.
9.
10.
11.
12.
Enter a region or to add more site or address information to an existing region, select the existing region from
the Region list. Examples of regions are Americas, Europe, or Asia Pacific.
Enter a site group or select one that has been previously defined for the selected region. Examples of site
groups are Amsterdam or Paris for the Europe region.
Enter a site name.
Enter address information. The and fields are required. Country City
Select a time zone.
Click . Add
Tip
You can delete regions by selecting them from the list and clicking . Remove
12.
1.
2.
3.
4.
5.
6.
7.
8.
1.
2.
3.
4.
5.
6.
7.
8.
Click . Close
Adding and modifying organizations
The organizational structure represents the organizations and departments within a company. You can use the Com
, , and fields. Sales and Marketing are examples of organizations; Widget Sales is pany Organization Department
an example of a department.
To add an organization
Either select the company from the Company list, or search for the company and select it.
Click the tab. Organizations
Click . Update Organizations
The Organization Update dialog box appears.
Enter an organization and a department.
Click . Add
The organization appears in the lists of organizations in BMC Remedy ITSM.
Click . Close
To modify an organization
Select the company, and then click the tab. Organizations
Click . Update Organizations
The Organization Update dialog box appears.
Select the organization to modify.
The organization and department for the selected organization appear in the fields at the top of the dialog
box.
Perform either of the following tasks to modify all entries of the selected organizations:
Modify the organization, and then click . Modify Organization
Modify the department, and then click . Modify Department
Click . Close
1.
2.
3.
4.
Tip
To delete an organization, select the organization in the Organization Update dialog box, and
then click . Delete
Related topic
Searching for information
Configuring people and support groups
People and support groups can also be configured from the Company form.
To configure people and support groups from the Company form
Either select the company from the Company list, or search for the company and select it.
Depending on whether you are adding people or support groups, click the or the ta People Support Groups
b.
Support groups tab
The tab lists the support groups in the company. Support Groups
From this tab you can perform the following tasks:
Add support groups for the company.
View or modify support groups for the company.
People tab
The tab lists the people in the company. People
From this tab you can perform the following tasks:
Add people to the company.
View or modify the record of anyone in the company.
Related topics
1.
2.
3.
4.
5.
Other miscellaneous company information can be added. This information includes time zones, cost centers, budget
codes, currencies, and web page URL.
To add miscellaneous company information
Select the company from the list, and click the tab. Miscellaneous
Miscellaneous company information tab
Update the miscellaneous information as needed. This information is optional, but it is important to document
with the rest of the company information.
Note
The field is for information only and does not update the system time zone Time Zone
value for the company. The field is for information only and does not update the Currency
system currency value for the company.
Related topics
Setting a time zone
Configuring a multi-tiered company menu structure
Optionally, you can use the fields on the tab to create a two-tiered Menu Structure Tier Advanced Configuration
or three-tiered menu structure for selecting the Company value in other forms. The default is a single-tier menu
structure.
The following figure shows an example of the multi-tiered and single-tiered company menu structure. This example
is also available on the tab. Advanced Configuration
Example of multi-tiered and single-tiered menu structure
1.
2.
3.
4.
5.
6.
Note
When you save the record, the company is automatically entered in the fi Menu Structure Tier 1
eld on the tab. Advanced Configuration
To configure a multi-tiered company menu structure
Select the company from the list and click the tab. The Advanced Configuration Advanced Configuration
tab is shown in the following figure.
Advanced Configuration tab for mult-tiered company menu structure
By default the company name appears in the field as the base for a multi-tiered menu Menu Structure Tier 1
structure or as the only company name for a single-tiered menu structure.
Fill out the and fields with the company structure to be used Menu Structure Tier 2 Menu Structure Tier 3
for the tiered menus.
Click and then . Save Close
Related topic
1.
2.
3.
4.
5.
6.
7.
8.
1.
2.
3.
4.
5.
6.
7.
8.
Modifying a region
You can modify and delete regions from the tab of the Company form. Advanced Configuration
To modify a region
, then click . The Company form appears. Organizations Open
Select the company, and then click the tab. Advanced Configuration
Click . The Region Update dialog box appears. Update Regions
Select the region to modify. The selected region appears in the field at the top of the dialog box.
Modify the information, and then click . Modify
Click . Close
Tip
To delete a region, select the region in the Region Update dialog box, and then click Dele
. te
Related topic
Modifying a site group
You can modify and delete site groups from the tab of the Company form. Advanced Configuration
To modify a site group
, then click . The Company form appears. Organizations Open
Select the company, and then click the tab. Advanced Configuration
Click . The Site Group Update dialog box appears. Update Site Groups
Select the site group to modify. The selected site group appears in the field at the top of the dialog box.
Click . Close
8.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
Tip
To delete a site group, select the site group in the Site Group Update dialog box, and then
click . Delete
Related topic
You can add or modify currency information for a country.
To add a country currency
From the Application Settings list, choose , Foundation > Organizational Structures > Country Currency
and then click . The Country Currency form appears. Open
Click the button in your browser. New
Select the country.
In the field, select a country name. Country Code (ISO)
In the field, enter the currency, such as Euro for France, and optionally enter a description. Currency
In the field, select a currency number to map to the currency definition that you are making Multi-Currency
for the selected country. You can enter five different currencies for a country.
In the field, enter the three-character ISO 4217 currency code. For currencies defined Currency ISO Alpha
by supra-national entities, use the two-letter entity codes preceded by an X, such as XCD for the Central
Caribbean Dollar.
Enter any optional currency information.
Select the status.
Click . Save
Tip
To modify a country currency, select it, make the modifications, and then click . Save
To delete a country currency, select it, select for the Status, and click . Then Delete Save
click the button below the results list in a browser. Delete
Adding geographic information
First you must add a country. The country is used by the miscellaneous country information to define information
that depends on country, such as currency. The geographic information further defines the location of you company
1.
2.
3.
4.
5.
6.
7.
8.
1.
2.
3.
4.
5.
by identifying the state, province, and city.
To add a country
To add a state or province
To add a city
Note
Because of the amount of such information in the database, narrow a query as much as possible.
If you perform a search by city name alone, the search might take a long time and degrade
performance on the BMC Remedy AR System server.
To add a country
From the Application Settings list, choose , Foundation > Organizational Structures > Geography Country
and then click . Open
The Geography Country form appears.
Enter or select the country name and two-character ISO 3166 country code, such as Argentina and country
code AR.
In the International Dialing Codes area, select the country to populate the field with the country code, such as
54 for Argentina.
Enter any optional dialing information.
Select the status.
Click . Save
Tip
To modify a country, select it, make the modifications, and then click . Save
To delete a country, select it, select for the Status, and click . Then click the Delete Save Delete
button below the results list in a browser.
To add a state or province
From the Application Settings list, choose Foundation > Organizational Structures > Geography
, and then click . State-Prov Open
The Geography State-Province form appears.
Select the country.
Enter the new state or province.
6.
7.
1.
2.
3.
4.
5.
6.
7.
8.
Select the status.
Click . Save
Tip
To modify a state or province, select it, make the modifications, and then click . Save
To delete a state or province, select it, select for the Status, and click . Then click Delete Save
the button below the results list in a browser. Delete
To add a city
From the Application Settings list, choose , Foundation > Organizational Structures > Geography Cities
The Geography City form appears.
Select the country.
Select the state or province.
Enter the city to add.
Select the status.
Click . Save
Tip
To modify a city, select it, make the modifications, and then click . Save
To delete a city, select it, select for the Status, and click . Then click the butt Delete Save Delete
on below the results list in a browser.
Support groups are used to group people so that they can be assigned different permissions based on their role
within the company.
There are several different places where support group information has to be configured before you can create
support groups as described in this section:
The Support Groups structure is defined as Company > Support Organization > Support Group, which
represents how a company is structured from a support perspective.
Data that is used to create support groups is defined in the tab of the People or Company Support Groups
form.
Adding and modifying group aliases
1.
2.
Adding favorite groups
Adding on-call schedules
Setting up group notifications
Adding members to a support group
Adding business hours and holidays
Related topics
Working with support staff
This procedure describes how to add a support group.
When you create a support group, a permission group is automatically added to the Group form in BMC Remedy
ARSystem, which can be used to control access to configuration items (CIs) in BMC Asset Management.
Note
To create a support group on the Support Group form, you must complete the information about
the tab and save the form before you can add information to the other tabs. Support Group
Tip
To avoid BMC Remedy AR System server performance issues, add support groups during
non-peak hours.
To create a support group
Note
You can only create support groups for companies that have a type of Operating Company,
Customer, or Vendor.
From the Application Settings list, choose , Foundation > Organizational Structures > Support Groups
and then click . The Support Group form appears. Open
Support Group form
2.
3.
4.
On the tab, enter or select information in the , , Support Group Support Company Support Organization S
, and fields. upport Group Name Support Group Role
Note
The field describes the role that the support group has in the Support Group Role
organization, such as the Help Desk function or Tier 2 support.
Click . Save
The Support Group is created. You can modify the support group to change On-Call options and add more
information.
Vendor Group Select to indicate that the support group is an Yes
external support group or No for an internal support
group. Vendor groups are used in BMC Service
Desk: Incident Management for defining
underpinning contracts with external vendors. You
can also select on the tab Vendor Groups Vendor
of the Incident form in BMC Service Desk: Incident
Management.
On-Call Group Select to indicate that the support group has an Yes
on-call schedule that can be used for assignment
after normal business hours.
1.
2.
3.
4.
5.
6.
7.
1.
2.
3.
4.
5.
6.
Related topics
Modifying information
Adding and modifying group aliases
A is another term or abbreviation that you can use to reference a support group. Aliases are used in the group alias
type-ahead searches on the field. You can add information to a field by entering a Support Group Support Group
partial or complete support group or support group alias name and pressing to add the complete support Enter
group name. A Support Group entry can have one or more Group Alias entries defined for it.
To add a group alias
Search for the support group.
Select the support group, and then click the tab. Group Aliases
Click . The Support Group Alias Update dialog box appears. Update
Type a support group alias into the field at the top of the dialog box, and then click . Add
Click . Close
To modify a group alias
Select the support group, and then click the tab. Group Aliases
Click . The Support Group Alias Update dialog box appears. Update
From the list, select the support group alias to modify. The selected support group alias appears in the field
at the top of the dialog box.
Click . Close
Tip
To delete a support group alias, select the support group alias in the Support Group Alias Update
dialog box, and then click . Delete
Related topics
1.
2.
3.
4.
5.
6.
7.
1.
2.
3.
4.
Adding favorite groups
Favorite groups are support groups that are routinely assigned or reassigned incidents. Favorite groups are used in
the field on the tab on BMC Remedy ITSM forms as a quick method of Set Assignment Using Assignment
selecting a group.
Note
Favorite groups work only for your default group, which is set in the People form.
To add a favorite group
Select the support group, and then click the tab. Favorite Groups
Click . The Favorite Groups dialog box appears. Update
Select the Company, Support Organization, and the Support Group Name.
Click , and then click . Add Close
Tip
To delete a Favorite Group, select the Favorite Group in the Favorite Groups dialog box,
and then click . Delete
Related topic
Adding on-call schedules
Support groups that are responsible for critical items can be scheduled to be available, or , for certain hours on-call
of the day. The on-call feature enables you to set up support schedules for paging notifications.
On-call functionality works with your third-party paging software to send page notifications. When a support group is
specified as an on-call group, assignment to the support group notifies the appropriate people using the on-call
schedule.
To add an on-call schedule
4.
5.
6.
Select the support group, and then click the tab. On-Call
Click . The On-Call Support Update form appears. Add
On-Call Support Update form
Select the On-Call Paging Type option.
Select if the support group shares a pager for on-call. Generic
6.
7.
8.
a.
b.
c.
d.
e.
f.
g.
9.
10.
11.
Note
If you select as the On-Call Paging Type, you must complete the Generic Generic
Pager section of the form. Also, you must set up pager service provider
information in the Pager Service Provider Configuration form.
Select if each support group member has a different pager. If you select , you Individual Individual
must define paging parameters in each individual's people profile entry in the People form.
Note
If you set the On-Call Paging Type option to l, you must complete the Individua
Individual Pager section of the form.
Select for the Status of the on-call schedule. Enabled
Do either step 8 or step 9.
If you selected the on-call paging type Generic and the pager service provider requires a phone number,
perform the following steps:
Select the pager service provider.
Click in the field and press . The Phone details dialog box appears. Notification Pager Enter
In the Phone details dialog box, enter the pager phone number, including the Personal Identification
Number (PIN), if there is one, and then click . OK
If you selected the Pager Service Provider supports email pages option, enter the Pager Email
address.
Select the language in which the pager message is to be received. If you selected the on-call paging
type Individual, perform the following steps:
Enter the Remedy Login ID.
If you want to work with the People record associated with the login ID entered, click . Profile
To specify the applications in which this on-call schedule profile is used, select for the Active option in Yes
the Incident Management Settings, Change Management settings, and Request Management Settings
areas, as appropriate.
Select Priority and Risk values to determine when an on-call page is sent. For example, if Send if Priority >=
is set to High within the Incident Management Settings area, on-call pages are sent only for incidents where
the priority is High or Critical. Leave this field blank if you want on-call pages to be sent independent of
priority and risk.
Tip
Under Change Management Settings, Risk Level 5 is the highest even though 1 is
indicated as the highest under the field. This is being fixed for a later release of BMC
Remedy ITSM Suite.
Click in the Paging Times area to set up the on-call schedule. The Define Business Hours form Update
appears.
Define Business Hours form
11.
12.
13.
14.
1.
2.
3.
4.
Click to fill the field. Server Time Zone Time Zone
Select the hours or click the 7 X 24 or Default button, and then click . Save
In the On-Call Support Update dialog box, click . Save
To modify an on-call schedule
Select the support group, and then click the tab. On-Call
Select the on-call schedule, and then click . The selected on-call schedule appears. View
Modify the information, and then click . Save
Note
To delete an on-call schedule, select the schedule, and then click . Delete
Related topics
Configuring pager service
Group notifications ensure that all members of a support group receive the same notifications.
1.
2.
Group notifications are enabled by default.
Note
If you need to turn off group notifications, open the Group Notifications Settings tab, as described
in , and select for . Adding group notifications distribution lists Yes Disable Group Notifications
The default behavior of group notifications causes the system to send a notification to each individual in the support
group one at a time. If a support group has 25 members or more, however, this behavior can degrade system
performance. For support groups with 25 people or more, consider configuring group notifications to use a
, which will improve notification performance. distribution list
Adding group notification distribution lists
This procedure describes how to add a distribution list to a support group, to improve system performance when
using group notifications.
If your support group has 25 members or more, using a distribution list improves system performance. For more
information about the benefits of using a distribution list for group notifications, see . Setting up group notifications
To add a distribution list
The Support Group form appears.
2.
3.
4.
5.
1.
2.
3.
4.
5.
6.
Support Group form
On the tab, ensure that Disable Group Notifications is set to . Group Notification Setting No
In the box, enter the individual email addresses of the support group members. Alternatively, if Group Email
you have already defined a distribution list for the support group with your email server, you can enter the
distribution list here. If necessary, you can also enter a combination of individual email addresses and
distribution lists.
Click . Save
Adding members to a support group
From the tab, you can add individuals to and remove them from a support group. People Display
To add members to a support group
Make sure that the people have been added in the People form and are designated as Support Staff.
From the Application Settings list, choose > > , Foundation Organizational Structures Support Groups
Select the support group, and then click the tab. People Display
6.
7.
8.
9.
1.
2.
3.
4.
5.
6.
7.
Click . Add
Tip
The and tabs on the Support Group form show important People Display Roles Display
information about support staff individuals. People Display shows the individuals who
belong to the support group. Roles Display shows the roles for each individual within a
group.
The Support Staff Search dialog box appears.
Search for the support staff to add using the search criteria fields provided.
From the list select the individuals to relate to the support group.
Click , and then click . Add Close
Related topic
You can view and modify the hours of operation for each support group on the tab Business Hours and Holidays
of the Support Group form. Support group business hours and holidays are used to determine when group
notifications are sent and they are also used in effort log tracking, which uses actual and business hours to calculate
the effort for the people to which incidents are assigned.
To add business hours and holidays
Select the support group, and then click the tab. Business Hours and Holidays
In the Business Hours area, click . The Define Business Hours form appears. Update
To select the time zone for the BMC Remedy ARSystem server, click . Server Time Zone
Note
To set the server time zone, you must first specify the time zone by using the Time Zone
form.
Enter the start and end times or click the 7 X 24 or Default button, and then click . The business hours Save
that you specified appear on the tab. Business Hours and Holidays
Business Hours and Holidays tab showing business hours added
7.
8.
9.
10.
11.
12.
13.
Click in the Business Holidays section of the tab. The Business Holidays Definition dialog box is Update
displayed.
On the Business Holidays Definition dialog box, click to select the time zone for the BMC Server Time Zone
In the field, enter a holiday date. Holiday
Click , and then enter the remaining holidays. Add
When you have entered all holidays, click . Close
On the tab of the Support Group form, click and then click . Business Hours and Holidays Save Close
Related topics
Setting a time zone
Setting a time zone
The default time zone for your server is indicated by a value in the field. If your server is in a Yes Server Time Zone
different time zone, you must change the default for the BMC Remedy ITSM applications to function properly.
1.
2.
3.
4.
5.
6.
To specify a time zone
From the Application Settings list, choose , and then Foundation > Organizational Structures > Time zone
click . The Time Zone form appears. Open
Click to find the time zone in which your application server is located. Search
Select your time zone from the results list.
To make the selected time zone the default, select in the field. Yes Server Time Zone
Click and then click . Save Close
Related topics
Tenancy mode
If you are using the multi-tenancy feature of BMC Remedy ITSM Suite, you can use the field to control Company
access when configuring people. In multi-tenancy mode, people who are granted unrestricted access have access
to data either from all companies or the companies that you specify, and can submit and manage records, such as
investigations and change requests, for those companies.
Set the on the System Settings form to one of the following modes: Tenancy Mode
Multi-Tenancy, which means that users select the appropriate company from the field Company
Single-Tenancy, which means that the field defaults to a single company Company
Note
You must set a default company to allow unknown users to use the BMC Remedy ITSM
Requester console.
Related topics
This section describes how to configure information for people in the BMC Remedy ITSM Suite, including each
person's company, organization, business and home addresses, desk location, support groups, and other
information.
Access point for the People custom configuration
People information
Setting the VIP and Sensitivity fields on People records
Adding additional contact information for support and non-support people
Adding people attributes
Adding additional work information about a person
Relating CIs to people
Adding cost centers for people
Adding login IDs and access rights
Adding notification information
Adding alternate approver information
People Management console
Deleting people records
Understanding people profiles video
Disclaimer
The custom configuration for people is accessed from the expandable command list on the Foundation > People C
tab of the Application Administration Console. ustom
Tip
Carefully read the instructions for configuring people in the rest of this section before using the
configuration commands in the expandable list. Foundation > People
People information
People can be defined as support and non-support staff. This is done from the form. People
Support Staff are typical users of the application. They require a login ID, application permissions, and BMC
Remedy ARSystem licenses, and they must belong to at least one support group.
Non-support users are all other people that work for your company who would require services from your support
groups.
Permissions and functional roles determine what people information can be viewed or modified by different users.
For example, if you have the permission of Contact People Admin, you can change a person's company or contact
information, but not that person's support group association. An individual can have one or many permission sets.
Certain selections that you make on the People form determine whether you need to complete additional
information. For example, if you are creating a record for a support person, you must enter a login ID before saving
the entry. Also, when creating a record for a new person, you must enter a site for an office-based employee and a
home address for a home-based employee.
Note
Always configure people records by opening the BMC Remedy ITSM People form from the
Application Administration Console. Information that you add or modify on the BMC Remedy
ITSM People form is automatically updated to the BMC Remedy ARSystem User form, but
information updated on the User form is not updated to the People form.
Tip
The procedures in this section require you to search for information.
Using Other Functions on the People form
The Other Functions navigation pane for the People form contains the following options:
Paging System Enables you to page individuals or the on-call member of a group about the current
record. For more information, see . Paging a person or on-call group
View Audit Log Enables you to view field and notification audits that relate to the request. When certain
fields are changed, when the status is changed, or when system notifications are sent, an audit entry is
generated to track the modification. To filter the information shown, you can select the Audit Type that you
would like to view (for example, All, Status, Location, or Remedy User Information).
Advanced Search Enables you to perform searches for people based on specific people child records
(such as work information, permission groups, support groups, and support group functional role records).
For example, if you want to search for people records with a permission group of Infrastructure Change
Config, you would select the Search People Records by Permission Groups option to open a form with the
fields from the People form and the People Permission Group form.
Change to Non Support Use this function to remove support groups and permissions groups for a user. It
sets the Support Staff flag to No.
Note
Setting the Support Staff flag to No causes the following changes to the People record:
The license type is set to Read on the People and the User forms.
The BMC Atrium CMDB BMC_Person Class People record is updated with the
new information.
It also removes the following information from the People record:
Pager details used for auto pager notifications
Notification Availability value
Assignment Availability value
Approver Mappings for the user
In addition, it makes the following updates related to support groups and roles:
The user ID is removed from any Support Groups to which it belonged, along with
any associations to support groups.
The support group roles associated with the user ID are removed (along with any
associations to related records).
Remove Login ID When a person leaves a company or moves to a role within a company that does not
require access to BMC Remedy ITSM Suite, you can remove that person's login ID. For more information,
see . Removing a person's login ID
1.
2.
3.
Related topics
VIP is used to identify an important individual within the organization.
The field is used to designate the level of attention that individuals require. The VIP designation Client Sensitivity
appears when a profile for a person marked as VIP is retrieved on the Incident Request form.
You can create records for both support and non-support staff. Non-support staff members include anyone who is
not a member of the IT organization or who does not create or modify records in BMC Remedy ITSM.
When you create a people record from a template, part of the record is filled with standard information from the
template.
The BMC Remedy ITSM Suite installation includes standard people templates and you can create custom
templates.
To simplify the process of adding people, you can create people templates that contain standard information for
different types of people.
To create a people template
From the Application Settings list, choose , and then click . The Foundation > People > Template Open
Configure Person Template dialog box appears.
Click . The Configure Person Template form appears. Create
Configure Person Template form
3.
4.
5.
a.
b.
c.
Enter a name for the template and select a status.
On the tab, enter information for the template. Person Details
In the Details area, select a profile status.
Select the client type and enter the job title.
Tip
If you select Office-Based Employee or Contractor, you must select or enter a site
in the field. If you select Home-Based Employee, you must enter home Site
information using the tab. If you select Customer, you do not need to More Details
enter site or home information.
Select values for the and fields. VIP Client Sensitivity
5.
c.
d.
e.
f.
g.
h.
i.
6.
7.
8.
Note
If these fields are left blank, the default values (Standard and No) are used.
In the field, select if the template is for adding support staff. Support Staff Yes
Note
If you select , the and tabs are available. Yes Support Groups Functional Roles
If you select , these tabs are not available. No
Select whether the person is available for assignment.
In the Organization Information area, optionally select the company, organization, and department. A
default company access restriction record is created for the company you selected. If you do not want
to give a user access to this company, or if a user will be granted Unrestricted Access permission,
you can optionally choose to remove the record. The Unrestricted Access permission continues to
function whether or not the record is removed.
In the Location Information area, optionally select the region, site group, and site. Site information is
required when you add an office-based employee.
Note
If you select a site without first selecting a region or a site group, the region and
site group fields are automatically filled if the site has been related to the company
using these fields.
In the Contact Information area, optionally enter the fax number.
Note
You can select a Country Code for a phone number from the list in the dialog box
that is displayed, or you can enter one manually.
Optionally enter a desk location and mail station.
Select the tab. Login/Access Details
Note
If you want to enable full text search, go to the tab of the AR System Administration: FTS
Server Information form. For more information, see . FTS tab configuration options
In the field in the License Types area, select the BMC Remedy AR System license type to License Type
assign.
Note
These fields are required for a template for a support staff person.
In the Application Permissions Group List area, optionally add the appropriate BMC Remedy ITSM
8.
a.
b.
c.
9.
10.
11.
12.
13.
14.
permission groups:
In the field, select a permission group to add. Permission Group
Click . Add/Modify
If you are defining a support staff person template, relate the person template to at least one support group.
Select the tab. Support Groups
Select the support company, organization, and group name, and then click . Add
Tip
If you are adding more than one support group to the template, you can make one the
default by selecting it from the list and clicking . Set to Default
Select the tab. Functional Roles
Select the support company, organization, group name, and functional role, and then click . Add
Click . Save
Note
To add information from the template that you just created to the People form, choose Qu
in the navigation pane of the form. ick Links > Select Template
Related topics
This section describes how to add people without using templates.
Adding non-support staff when adding people information

1.
2.
This section describes how to create non-support staff records and create a non-support staff profile.
Creating non-support staff records
Support staff records can be used in BMC Remedy ITSM Suite forms, but a non-support staff person needs a profile
to log on to the system.
Creating non-support staff records
Use non-support staff records for employees, customers, and vendors. Support staff can use these records to
complete forms, such as to indicate a customer who called the help desk to report an incident.
Non-support staff can record their own requests in the Requester Console.
Related topic
This procedure shows how to configure the minimum information required to add a profile for a non-support staff
person.
Non-support staff members include anyone who is not a member of the IT organization or does not create or modify
requests in BMC Remedy ITSM.
To add a non-support person profile
From the Application Settings list, choose , and then click . The People Foundation > People > People Open
form appears.
Tip
If you created a people template that applies to the person you are adding, choose Quick
in the navigation pane to add standard information from a Links > Select Template
template.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Select the client type and a profile status.
Tip
If you select Office-Based Employee, you must select or enter a site in the field. If Site
you select Home-Based Employee, you must enter home information about the More
tab. Details
Select values for the and fields. Client Sensitivity VIP
Notes
For a non-support staff person profile, the field is not Assignment Availability
available.
Make sure that is set to . Support Staff No
In the Organization Information area, select the company and enter any optional information.
In the Contact Information area, optionally enter the business phone number. To enter the phone number,
click in the field and press . You can select a Country Code for a phone number from the list or phone Enter
you can enter one manually.
Note
In the Location Information area, select the site information.
Note
If you select a site without first selecting a region or a site group, the and Region Site
fields are automatically filled if the site has been related to the company using Group
these fields.
A completed tab of the People form for a non-support staff person might appear as shown in the General
10.
11.
a.
b.
12.
a.
b.
c.
d.
following figure.
Completed People form for a non-support staff person-General tab
Enter the login ID for the person to use to access BMC Remedy ITSM applications. Note: A
non-support staff person requires a login ID.
Enter a password, if required. People who have access to the People form can change their
password.
In the Application Permissions area, click . Update Permissions Groups
The Permission Group dialog box appears.
In the p field, select a permission group to add. Permission Grou
12.
d.
e.
13.
14.
15.
16.
Click . Add/Modify
Add any other needed permission groups.
Tip
To delete a permission group, select it from the list and click . Delete
In the field in the Licensing Preferences area, select the BMC Remedy ARSystem license License Type
type to assign.
Note
If you are using the list to restrict access to specific companies, complete the next Access Restrictions
step. Otherwise, select for the check box, the default. Yes Unrestricted Access
Note
To give an individual access to information in BMC Remedy ITSM Suite, you must give
the individual access to specified companies or select for the fi Yes Unrestricted Access
eld.
Related topics
This section describes how to add and make changes to support staff.
Making a support staff person unavailable
Related topic
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Support staff members include anyone who is a member of the IT organization or who creates or modifies requests
in BMC Remedy ITSM.
To add a support staff person, you must complete the Person Information area on the top portion of the People form
and information about the , , and tabs. General Support Groups Login/Access Details
To add a support staff person
From the Application Settings list, choose , and then click . Foundation > People > People Open
The People form appears.
Tip
If you created a people template that applies to the person you are adding, choose Quick
> in the navigation pane to add standard information from a Links Select Template
template that you created.
Select the client type and a profile status.
Tip
If you select Office-Based Employee, you must select or enter a site in the field. If Site
you select Home-Based Employee, you must enter home information about the More
tab. Details
Select values for the and fields. Client Sensitivity VIP
Note
In the field, select . The field is set to Yes, which identifies a Support Staff Yes Assignment Availability
support staff person as available for assignment requests, such as incidents, problems, and change
requests.
Select whether the person is available for assignment.
Tip
By default, this field is set to Yes when you create the People record. When you modify
the record you can change this setting. In modify mode, the field label turns Assignment
red if you select and green if you select . You can also set assignment availability No Yes
for the support groups to which the individual belongs from the tab. Support Groups
In the Organization Information area, select the company and enter any optional information.
In the Contact Information area, optionally enter the business phone number. To enter the phone number,
click in the field and press . You can select a Country Code for a phone number from the list or phone Enter
you can enter one manually.
10.
11.
12.
13.
a.
b.
Note
In the Location Information area, select the site.
Note
If you select a site without first selecting a region or a site group, the and Region Site
fields are automatically filled if the site has been related to the company using Group
these fields.
If you are using the BMC Remedy Assignment Engine for assignment to individuals by capacity, enter
information in the and fields. The read-only and Capacity Rating Task Capacity Rating Open Tickets Ope
fields are used to store the number of open tickets and tasks assigned to the individual. A n Tasks
completed tab of the People form for a support staff person might appear as shown in the following General
figure.
Select the tab. Login/Access Details
Enter the login ID for the person to use to access BMC Remedy ITSM applications.
Enter a password, if required. Individuals who have access to the People form can change their
13.
b.
14.
a.
b.
c.
d.
e.
f.
15.
16.
17.
a.
b.
password.
Give the person BMC Remedy ITSM application permissions:
In the Application Permissions area, click . The Permission Group Update Permissions Groups
dialog box appears.
In the field, select a permission group for the person. Permission Group
Click . Add/Modify
Add any other needed permission groups.
In the field in the Licensing Preferences area, select the BMC Remedy ARSystem license License Type
type to assign.
Note
If you are using the field to restrict access to specific companies, give the support staff person Company
access to data within the applications by assigning the person to specific companies. Otherwise, select i Yes
n the field. Unrestricted Access
Warning
To give an individual access to information in BMC Remedy ITSM Suite, you must give
the individual access to specified companies or select for the fi Yes Unrestricted Access
eld.
A default company access restriction record is created when a company is selected. If you do not want to
give a user access to this company, or if a user will be granted Unrestricted Access permission, you can
optionally choose to remove the record. The Unrestricted Access permission continues to function whether or
not the record is removed.
Relate the person to at least one support group:
Select the tab. Support Groups
On the tab, click . The Update Support Group Support Groups Update Support Groups and Roles
Memberships and Roles form appears.
17.
b.
c.
d.
e.
f.
18.
19.
In the Add Support Group Relationship area, select the Company, Support Organization, Support
Group, and Relationship Role. The relationship roles are Member and Associate Member. m Member
eans that the person belongs to the support group. means that the person has Associate Member
access to modify requests assigned to that support group, but cannot update the and Owner Owner
fields on the tab of the Incident form. Group Date / System
Tip
Click or to change the relationship role. Make Associate Member Make Member
Click . Add
A support person can belong to more than one support group. To select the primary support group,
select the support group, and then click . Set to Default
To make the person unavailable for assignment such as for requests or incidents, click Mark
for each support group to which the person is related. Unavailable
Select the tab. You can use this tab to assign functional roles to people within Functional Role Update
support groups. Selections in lists for the , , and fiel Company Support Organization Support Group Name
ds on this tab appear only if support groups have been related to the person on the tab. Support Groups
Functional roles extend access granted by permissions groups, but only for specific support groups that are
used within BMC Remedy ITSM. For example, someone might be a member of two support groups but only
be a support group manager for one.
19.
20.
1.
2.
1.
2.
3.
4.
5.
Click . Close
Click in the People form. Save
Related topics
Making a support staff person unavailable
Occasionally a support staff person might be away from the company for a period of time or assigned to another
project or role for a short time. Instead of deleting the support staff person, you might want to just make them
unavailable for assignments.
To make a support staff person unavailable
On the People form for the individual you want to make unavailable, select the tab. Support Groups
From the list of support groups on the Support Groups sub-tab, select and click . Mark All Unavailable Save
This changes the assignment availability to No for all support group relationships, including functional roles.
The field also turns red indicating it has been set to No. Assignment Availability
Tip
To set only some of the support group relationships as unavailable, on the Support
tab, click and click for Groups Update Support Groups and Roles Mark Unavailable
the roles that you want to make unavailable.
To make the support staff person available for assignments
form appears.
Search for the person.
On the People form for the support staff period, click . Resume Availability
Tip
You can also make an individual available for assignment by selecting in the Yes Assign
field in the People Information section (top half) of the People form. ment Availability
The field turns green indicating it has been set to Yes. Assignment Availability
Click . Save
Related topic
1.
2.
3.
4.
5.
6.
7.
8.
Adding additional contact information for support and non-support people
You can add details such as home and additional contact information about the tab of the People More Details
form.
To add additional address and contact information for people
form appears.
Select the person, and select the tab, which is shown in the following figure. More Details
Select the person, and then select the tab. More Details
More Details tab on the People form
Click . The Address Details dialog box appears. Edit Home Address
Enter the street address and ZIP or postal code, and select the country, state or province, city, and time
zone.
To add phone numbers, click in the field and press . phone Enter
8.
9.
10.
1.
2.
3.
4.
5.
6.
Note
You can select a Country Code for a phone number from the list in the dialog box that is
displayed, or you can enter one manually.
Optionally, enter information in the Additional Contact Information area.
Note
In the field, you can optionally enter an Automatic Call Distribution (ACD) ACD
identification number for use in integrations with ACD systems.
Click . Save
Related topic
Adding people attributes
You can enter additional profile information for individuals using the tab of the People form. For example, Attributes
you can use attribute profiles to set up employee benefits or wallet information to store credit cards.
Note
Adding and viewing HR Attendance Management information, Benefit information, and Wallet
information requires Contact People HR Admin permission or higher.
To create attributes for people
form appears.
Select the person, and then select the tab. The available list of attribute types varies depending Attributes
on your permissions.
You can create, view, or delete attributes. For example, if you select as the Attribute Type and Access ID
click , the Access ID form is displayed. Create
The Access ID form shows the configuration of Access IDs that a person has within the applications that the
person uses.
Depending on the Attribute Type that you select, complete the dialog box that appears. When you save and
close that dialog box, the attribute appears in the Attributes list on the People form.
Click on the People form. Save
Related topic
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
a.
b.
c.
i.
11.
12.
You can add additional work information about a person on the tab of the People form. This information Work Info
can be added to record changes you make to the people record and acts as a change history.
To add work information
Select the person, and then click the tab. Work Info
In the field, select a type, such as Mailing List, General Information, or People Task. Work Info Type
In the field, click the button to the right of the field to select a date. Date
If you leave this field blank, the current date is used.
In the field, select the communications source, such as Email, Fax, Phone, or Voice Mail. Source
In the field, enter a short description for the Work Info entry. Summary
In the field, enter the complete description for the Work Info entry. Details
To add an attachment:
Right-click under the File Name header, and then choose . Add
Navigate to the location of the file.
Select the file, and then click to attach the file. Open
Note
You can attach a maximum of three files.
For the Locked option, select to prevent the Work Info entry from being modified after it Yes
has been saved.
Set the view access of the work information to be viewable by people internal to the company this person
belongs to or by all people.
Click . Save
The entry is added to the Work Info History table. To view an existing entry, select the entry in the Work Info
History table and click . View
Related topic
Relating CIs to people
The tab of the People form enables you to relate configuration items (CIs) to people. CIs
1.
2.
3.
4.
5.
6.
7.
8.
Before you begin
You need at least the Contact People User permission in order to relate CIs to people.
To relate CIs to people
form appears.
Select the person to relate to the CIs, and then click the tab. CIs
Click . The CI Relationships Search form appears. Relate
Enter search criteria for the CIs to relate, and then click . Search
Select the CI to relate to the person.
Select the relationship type, and then click . Relate
CIs area showing Relationship Type being selected
The tab is updated with the relationship. CIs
CIs tab updated with the newly created CI
8.
9. Click . Close
Related topic
Adding cost centers for people
From the tab of the People form, you can configure cost centers. Financials
Adding login IDs and access rights
The tab in the People formstores the login ID, licensing information, and permissions groups Login/Access Details
for the individual specified on the People form.
Related topics
1.
2.
3.
4.
5.
6.
7.
Typically support people can only access people records for companies to which they have been granted access.
The support company access configuration feature allows support people to see people records in other companies.
The advantage of using this feature is that support personnel can then create records such as incidents for people in
other companies. This feature configures these capabilities for you.
The following procedure uses Share ALL, Inc. as the example support company and Coral Lynn, Inc. as the
example customer company.
To provide a support company with access to your customer company's people records
From the Application Settings list, choose Foundation > People > Support Company Access
, and then click . Configuration Open
The Support Company Access Configuration form appears.
In the field, select a customer company and then click . Company Search
For example, enter Coral Lynn, Inc. The table below the field displays any mappings for the Company
selected company.
If the mapping you need does not exist, click . Create
The Add Support Company dialog box appears.
In the field, select the customer company. Company
It should default to the company you previously entered before doing the search. This is the customer
company to which you want to assign the support company's people records access.
In the field, select a support company. Support Company
This is the company to which the support person has been granted access to on the People record (Login/A
tab). People who have been granted access to the support company (Share ALL, Inc., for example) ccess
can access people records in the accessible company (Coral Lynn, Inc., for example).
Click . Save
The records that you created appears in the table below the field, indicating that the mapping was Company
created. The following figure shows a mapping for Calbro Services.
7.
8.
Support Company Access Configuration form with mapping
Tip
To delete, disable, or enable a support company mapping, select it from the list and click
, , or . Delete Set Offline Set Enable
To update permissions on People records for the selected company, select the same customer company
from the list, and then click . Update
Note
You must perform this step to activate these settings.
The People records are updated with the company access permissions.
Related topics
In BMC Remedy ITSM Suite, you can reset a password in several ways depending on your permissions and your
role.
Where can passwords be reset from?
Password guidelines
Using the Password field on the People form
Using the Update Password link in the Application Administration Console
Using the Change Password link on the People form
Removing a person's login ID
Where can passwords be reset from?
This topic describes the different locations from which you can reset passwords, depending on your permissions and
which mode you are in.
Different ways to access change password functionality
Location of password reset
functionality
Permissions and BMC Remedy
ITSM Suite state of use
See
field on the Password Login/Acces
tab of the People form s Details
Only the Contact Organization
Admin and Contact Support
Admin permissions groups can
update the field in Password
People records for non-support
staff.
Only Administrators can update
the field in People Password
records for any individual.
In both cases, target users must
change their password on the
next logon.
Using the Password field on the
People form
Reset Password link in the
Application Administration Console
Administrators and permission
groups with Security permission.
Password rules are not enforced on
reset password, but they are
enforced when target users are
forced to change their password on
the next logon.
Using the Update Password link in
the Application Administration
Console
Change Password link on the
People (Search) or People (Modify)
form when an individual is changing
their own password
Any user with permission to modify
People records. Password rules are
enforced on the changed password.
Individuals are not forced to change
their password on the next logon.
Using the Change Password link on
the People form
Change password link on the BMC
Remedy AR System home page
Any user with permission to modify
People records. Password rules are
enforced on the changed password.
Individuals are not forced to change
their password on the next logon.
Access control, passwords and
server security
Password guidelines
Password guidelines force users to choose a combination of characters and numbers that make it more difficult for
people to guess another user's password.
The Enforce Policy and Restrictions setting in the User Password Management Configuration form determines
whether password guidelines are used for BMC Remedy ITSM Suite. These guidelines can be further customized
from the default HIPPA guidelines by the BMC Remedy ARSystem administrator.
For example, after passwords have been reset, users might be forced to change their passwords the next time they
log on. Check with your BMC Remedy ARSystem administrator for information about your site's password
guidelines. For more information about configuring BMC Remedy ARSystem password guidelines, see Enforcing a
. password policy introduction
The default password guidelines, which follow the HIPPA guidelines, are as follows:
Blank passwords are not allowed.
The password cannot match the login name.
The old password cannot be used when changing the password.
The password cannot be a dictionary word, which is achieved by the following rules:
Must be a minimum of eight alphanumeric characters
Must include at least one uppercase alphabetic character.
Must include at least one lowercase alphabetic character.
Must include at least one non-alphanumeric (special) character (for example, #, !, +, %).
Other default restrictions include:
The administrator or an individual with Security permission must be able to change the password at any time.
Users (except for the administrator and the password's user) cannot change the password. This is
accomplished through the Dynamic Group Access field (ID 60988) on the User form.
The account is disabled if the user has not changed the password after the number of days specified in the
Days after force change until disablement" field in the BMC Remedy ARSystem User Password
1.
2.
3.
4.
5.
Management Configuration form.
Using the Password field on the People form
You can use this method only to reset your own password.
To reset your own password from the People form
Search for the individual whose password you want to change.
Select the tab as shown in the following figure. Login/Access Details
Login/Access Details tab on the People form
In the field, enter a simple password and click . Password Save
At this point, password guidelines are not enforced. If the Enforce Policy and Restrictions setting in the BMC
Remedy AR System Use Password Management Configuration form is turned on, the next time the individual
logs on they are prompted to change their password, which must adhere to the password guidelines. For
more information about the BMC Remedy AR System User Password Management Configuration form, see
. Enforcing a password policy introduction
Related topic
Using the Update Password link in the Application Administration Console
1.
2.
3.
4.
5.
1.
2.
3.
4.
5.
6.
Use this method if you are an Administrator or in a permission group with Security permission. Administrators and
those with Security permission can change the password for any individual.
To reset a password from the Application Administration Console
From the Application Settings list, choose , and then click . Foundation > People > Reset Password Open
The Password Reset dialog box is displayed.
In the field, enter the login ID of the person whose password you want to change and press . Login ID Enter
The rest of the fields are populated with the corresponding people data and the field is activated. Password
Enter the new password.
Click and then click . OK Close
If the Enforce Policy and Restrictions setting in the BMC Remedy ARSystem Use Password Management
Configuration form is turned on, the next time the individual logs on they are prompted to change their password,
which must adhere to the password guidelines. For more information about the BMC Remedy AR System User
Password Management Configuration form, see . Enforcing a password policy introduction
Using the Change Password link on the People form
Use this method if you have permission to update people records and only if you want to change your own
password.
To reset your own password from the People form
Change to Search mode.
The Change Password link becomes available in the Quick Links menu in the sidebar of the People form.
Tip
The Change Password link also becomes available if you select your own People record
for modification.
Click the Change Password link.
The Change Password dialog box is displayed. The field is populated with your user name. User Name
Enter your current password followed by your new password twice.
Click . Save
Note
You are not prompted to change your password the next time you log on.
Related topic
1.
2.
3.
4.
5.
Removing a person's login ID
When a person leaves a company or moves to a role within a company that does not require access to BMC
Remedy ITSM Suite, you can remove that person's login ID. However, you cannot remove the login ID of a support
staff person.
To perform this function, you must have the Contact Organization Admin or Contact Support Admin permission.
To remove a person's login ID
From the Application Settings list, choose > > , and then click . The People Foundation People People Open
form appears.
Search for the person, and then select the person with the login ID to remove.
In the navigation pane, choose > . Other Functions Remove Login ID
Note
To perform this function, you must have the Contact Organization Admin or Contact
Support Admin permission.
You are prompted to confirm and the login ID is removed.
Related topic
Adding notification information
The tab in the People form lists the notification that have been sent to the person. It also provides Notifications
access to a form where you can configure or edit notification preferences and set up pager information.
See for information about how to configure notification preferences and pager Setting notification preferences
information.
Related topics
Adding alternate approver information
From the tab of the People form, you can set up one or more people to approve change Alternate Approvers
requests, release requests, purchase requisitions, and so on, that are pending your approval.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
Note
You can configure alternate approvers for people who have not set up alternates by going to the
tab in the AP:Administrator form and assigning alternates. Alternates
To add alternate approver information for yourself
form appears.
Search for yourself.
Select your record, and then click the tab. Alternate Approvers
Click . The Alternate Approvers form appears. Update Alternate Approvers
To locate the alternate approver, click . Search
In the People Search form, select the alternate approver, and then click . Select
Select the start date and the end date.
In the field, select whether to notify the alternate approver. If you choose to notify the Notify Alternate
alternate approver, the person is notified of the assignment.
In the field, select whether this is an alternate for all approvals or only for a specific process. Covering
If you selected Specific Process in the field, select the applicable process in the field. For Covering Process
example, Major Account Level Approval.
Click . Add
Related topic
People Management console
Using the People Management console, you can make organization, location, support group, functional role, or
application permission updates on up to 100 People records in a single operation.
Using the search function of the People Management console, you create a list of People records that match the
selected search criteria. From the list of matching records, you then select the specific records to receive the
updates. After selecting the records, you specify the required updates in the Updating People area of the console
using one of the following methods:
Template Use templates to ensure accuracy and consistency when performing common updates.
Manual Select the updates manually when you do not have a template for the update you are performing.
Recommendation
Use templates for all commonly performed people record updates.
For detailed information about how to: search for records, select records, and update records, see the procedures
that follow.
Note
You cannot use the People Management console to remove information from People records.
When you use the People Management console to update support groups and permissions, the
new support group and permission information is added to the existing support group and
permission information. The updates do not replace existing information.
People record areas updated by People Management console
Who can work with the People Management console
Functional areas of the People Management console
Opening the People Management console
Searching for People records
Performing a People database search
Updating the People records
People record areas updated by People Management console
The list in this section indicates which fields on the People record you can update from the People Management
console.
The People record fields that you can update using the People Management console are:
Oganization Information
Company
Organization
Department
Location Information
Region
Site Group
Site
Support Group
Support Group
Functional Role
Permission
Application Permission
License Type
Who can work with the People Management console
The following table lists the permissions needed to use the People Management console and the level of access
each permission has to the fields on the People form. If your user ID does not have one of these permissions, you
are unable to open the console.
Permissions needed to use the People Management console
Permission Access level
Contact People Admin Performs updates to only the organization and location
fields
Contact Organization Admin Performs all operations on all fields
Contact Support Admin (permission group) Performs all operations on all fields
Functional areas of the People Management console
The following table describes the functional areas of the People Management console and the features that you can
access from them:
Functional areas
Functional area Features
Administration tab Use this tab to see the status of any submitted update
job, or to cancel any update job with the status of "In
Queue."
People Management console header
Search Filters Use the Search Filters area to define and then apply a
filter to the contents of the People table. Each filter has
three fields. From left to right, they are:
Search Type From the selection list, choose
whether to search by Company, Organization,
Department, and so on. The default value of this
field is Company.
Operator From the selection list, choose
whether the search results contain, do not contain,
are equal to, are not equal to, and so on, the value
that you selected in the Search Type field.
Search Value Type the name of the Company,
Organization, Department, and so on that you
selected in the Search Type field.
For example, to create a search that returns all Calbro
user IDs: from the Search Type field, select Company;
from the Operator field, select equals, and in the Search
Value field, type Calbro.
You can define up to five filters.
Magnifying glass Click this to apply the filter to the contents of the People
table.
Add Use this control to add more filters to the People
Management console header.
Collapse All / Expand All Use these controls to close or open the filters panel.
Note: Collapse All does not delete the filters. To delete
the filters, see "Minus sign", which follows.
Clear All Use this control to delete the contents of the filter fields. If
you defined more than one filter, it also deletes the
contents of those filters.
Minus sign Use this control to delete the associated filter from the
People Management console header.
Navigation pane
View Broadcast, or New Broadcast Click this button to open the broadcast dialog box, from
where you can view, create, modify, and delete
broadcasts.
When there are unread broadcast messages, this area
displays a message: New Broadcast , along with the
number of new messages. When there are new broadcast
messages, the area also turns red.
Defined Searches Use this area to execute the predefined searches.
Functions Use the links in this area to do the following actions:
Create People Create people records.
Search People Search the People form (opens
the People form in search mode).
My Profile Set your profile.
Application Preferences Set your application
preferences and application options.
Reminders View and create reminders.
Reports Create and execute custom reports.
Consoles Use these links to open the consoles of the listed
applications. The consoles that appear in this list depend
on your user ID permissions and what applications are
installed in your environment.
People
Create Use this control to open the People form in New mode,
for creating a new People record.
View Click this control to see the People record selected in the
People table.
Quick Actions From this menu, select People Update to open the
Update People area. From there, you perform the People
record updates.
People table From this table, you view a list of the People records
returned by the combination of defined search and search
filters. Each table view, or page, holds a maximum of 100
1.
2.
3.
records. If your search and filter combination returns more
than 100 records, the results are displayed on multiple
pages. Use the arrow keys on either side of the page
counter at the top of the table to move between pages.
For example, if your query returns 250 records, the first
100 records appear on Page 1, the second 100 records
appear on Page 2, and the final 50 records appear on
page 3.
X entries returned - entries matched Y X Entries Returned The number of records on the
current People table page. The maximum number is 100.
The total number of records found Y Entries matched
by the combination of defined search and search filters.
For example, if your search finds 250 matching records
and you are viewing Page 1 of the People table, you see
100 entries returned - 250 entries matched.
Page Use Page to see which page of the table you are viewing.
The arrows on either side of the page counter let you
switch between pages.
Select All / Deselect All Click this button to select or deselect all of the entries on
the current page of the People table.
Opening the People Management console
Use this procedure to open the People Management console.
To open the People Management console
From the navigation pane of the IT Home page, select Administrator Console > Application
From the Application Settings list, select , and then Foundation > People > People Management Console
click . Open
Searching for People records
This section provides an overview of how to use the People Management console to search for People records.
There are two areas of the People Management console that you use to search the People form:
Defined searches
Search Filters
The Defined Searches area contains a list of predefined searches that you use to find records in the People
database. The defined searches let you search the People database for records that match a selected status, or in
the case of support staff, an availability status. You can choose to search the People database for all people that
match the selected criteria, for just support staff, or for just non-support staff. For example, you can use a predefined
search to locate and display the records of non-support staff with a status of Proposed.
You define search filters on the People Management console. Use a search filter to refine the results of the
1.
2.
3.
4.
1.
predefined search. For example, if you define a search filter to show only records with Incident Viewer permissions
to use with the results of the defined search mentioned in the preceding paragraph, the People table now displays
only the records of non-support staff with the status of Proposed, who have Incident Viewer permissions. If you add
a second search filter you can further refine the list. For example, if you create a second search filter for "Company
equals Calbro", then the People table displays only the records of non-support staff with the status of Proposed, who
have Incident Viewer permissions, and who are assigned to the Calbro company. You can create up to five search
filters.
For information about how to perform the search procedure, see . Performing a People database search
Performing a People database search
This topic describes how to perform a search of the People records from the People Management console. Use this
procedure to locate the records that you are updating.
To perform a People database search
In the area of the pane, select the search you want to perform. Defined Searches Navigation
For example, if you want to search for all people with the status of Enabled, expand and click All People Ena
. The search runs immediately and the results are displayed in the People table. bled
(Optional) To filter the results of the search, in the area at the top of the console, select a Search Filters
search type (Company, Organization, and so on), select an operator (equals, does not equal, and so on),
and type a search value (the name of the Company, Organization, and so on) in the filter area of the People
Management console header.
To apply another search filter, click in the area, and create the filter as described in step 2. Add Filters
When you finish creating the search filters, click the magnifying glass icon.
The application applies the search filters to the search results and updates the People table with the filtered
search results.
Updating the People records
This section describes how to update the People records using both template and manual methods.
Before you perform this procedure, make sure that you perform a search of the People database to locate the
records that you are updating.
Note
You can perform updates on groups of up to 100 records in a single update operation.
To update the People records
From the People table, select the records you are updating. If you are updating all of the records on the
People table page, click . Select all
1.
2.
3.
4.
5.
6.
7.
8.
9.
Note
The People table displays up to 100 records per page. If your defined search and search
filter combination returned more than 100 records, then the results appear on more than
one page. Use the arrows on either side of the field at the top of the table to move Page
between pages.
From the Quick Actions menu, select . People Update
The table at the top of the Updating People area contains the records that you selected in . 1
Note
If there are records in this table that do not belong there, select them and then click Remo
. ve Selected
In the field, type a name for update job that you are executing. Make sure the job name is Job Name
meaningful; this is the name that appears in the column of the People Management console Job Name Adm
tab, which you use to keep track of the people update job status. inistration
Note
If you are using templates to perform the update, continue with , otherwise, skip to . 4 6
From the Template list, select the template that you want.
Note
If you are not sure about which template to use, select a template from the list and then
click View to open a dialog box that lets you review the template's contents.
Click Apply. Go to . 9
Note
After you click , the fields in the Updating People dialog box appear dimmed and Apply
empty. This is to prevent them from being edited after you apply the template.
Select the field contents in the Organization Information area and the Location Information area according to
the needs of the People database update you are making.
Select the field contents in the Support Group area according to the needs of the People database update
you are making. If you are adding more than one support group, click . The original support group is Add
added to the table and the fields are cleared so that you can select another group. Support Group
Select the field contents in the Permission area according to the needs of the people database update you
are making. If you are adding more than one set of permissions, click . The original permission is added Add
to the table and the fields are cleared so that you can select another permission. Permission
Click and then click to continue. The system displays the tab from Perform Update Yes Administrator
where you can see the status of the job you submitted. The job statuses are:
In Queue The job is waiting for the system to execute it. The system executes updates every five
9.
10.
a.
b.
c.
1.
minutes.
Note
When the job status is In Queue, you can cancel it by clicking . Cancel Selected
This removes the job from the queue and deletes any data associated with the
job.
Processing The system is executing the job.
Processed The system has finished executing the job.
If your defined search and search filter combination returned more than 100 records, return to the ta Console
b, move to the next page in the People table, and then run the update against the records on the next page
as described in the following steps:
From the tab, click the tab. Administration Console
Click the arrow to the right of the field at the top of the People table. Page
The next People table page is displayed.
Repeat step through step until you finish making all of the required updates. 1 10
Deleting people records
When employees permanently leave your company or move to another role within the company that does not
involve using BMC Remedy ITSM Suite again, you can delete their People records from the system.
To delete People records
Search for the People record and change its profile status to . Delete
Tip
To set People records to Delete status, you need Contact Organization Admin, Contact
People Admin, or BMC Remedy AR System Administrator permission
The following figure shows the Profile Status of a People record set to Delete.
Profile Status of People record set to Delete
1.
2.
3.
Save the record.
From the Actions menu, select . Delete
Tip
You must have BMC Remedy AR System Administrator permission to actually delete the
record.
Cost centers are used to identify which business units to charge costs to.
Cost centers can be configured as a hierarchy to allow for cost allocation or the splitting of costs within cost centers.
The cost center hierarchy is a source and target relationship (similar to a parent-child relationship where the source
is the parent and the target is the child) between cost centers. The target and source relationship defines how the
cost for the source cost center is split or allocated to the target cost centers. A source cost center with target cost
centers is called a . split cost center
The source and target cost center relationship is limited to one level. A cost center can be either a source or a target
cost center, but not both. You can optionally specify target cost centers for source cost centers, depending on the
allocation method.
You must specify one of the following allocation methods for source cost centers:
Allocation methods Description
None No allocation is needed, so no target cost centers are
defined. This is the default allocation method.
Equal Distribution Costs are equally distributed to the target cost centers.
You do not specify the distribution percentage for the
target cost centers.
1.
2.
3.
User-Defined Percentage You must specify the distribution percentage for each
target cost center. The total distribution percentage
among the target cost centers is not required to be 100
percent, but cannot exceed 100 percent.
When you create source cost centers and target cost centers, consider the following points:
You cannot use the default cost center ("Unallocated") as a target cost center.
You cannot use obsolete cost centers as source cost centers or target cost centers.
A target cost center can belong to only one source cost center.
Source cost centers cannot be used as target cost centers. For example, a source center cannot be its own
target cost center.
You can add target cost centers only after selecting the equal distribution or user-defined percentage allocation
method. The allocation value is determined by a percentage from the source cost center. The percentage is stored
in the field on the Cost Center form for a target cost center. Distribution Percentage
When the allocation method is Equal Distribution, the Distribution Percentage of the target cost centers is divided
equally, based on 100 percent.
Note
Distribution percentages are recalculated when a target cost center is added or removed only if
the source cost center and the target cost center have a status of Active.
For the allocation method of Equal Distribution, the Distribution Percentage is calculated by dividing 100 by the
number of active target cost centers related to the active source cost center.
Adding cost centers
Adding target cost centers
Deleting cost centers
Related topic
Adding cost centers
From the Application Settings list, choose , and then click . Foundation > Costing > Cost Center Open
On the Cost Center form, click the button in a browser. New
The Cost Center form is displayed.
Cost Center form
3.
4.
5.
6.
7.
Select the company for which to add the cost center.
In the field, enter a unique cost center code, such as SPLT-8200 for a split cost center, Cost Center Code
ENG-2000 for an engineering cost center, or MRT-3000 for a marketing cost center.
This entry is added to lists for cost center fields.
Select a Status.
Enter information in the following optional fields:
Enter a cost center name and a description.
Enter the cost center owner, or press to search for an owner. Enter
Tip
You must save a new split cost center before you can specify an allocation
method and add target cost centers for it.
7.
8.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
a.
b.
c.
d.
Click . Save
Tip
To make this a split cost center, . add a target cost center
Adding target cost centers
This procedure describes how to add target cost centers.
Note
To modify a cost center, follow the procedure described in . You cannot Modifying information
modify cost centers that have a status of Obsolete.
To add target cost centers
From the Application Settings list, choose , and then click . Foundation > Costing > Cost Center Open
On the Cost Center form, search for the cost center to which you want to add target cost centers. See Searc
. hing for information
From the list, select the source cost center to which to add target cost centers.
In the field, select or . Allocation Method Equal Distribution User-Defined Percentage
Click . The Searching For Cost Centers dialog box appears. Add
Select search criteria, and then click . Search
Select the target cost centers, and then click . Return Selected
Click . Save
If you selected the User-Defined Percentage allocation method, you must specify the percentage for each
target cost center:
Select a target cost center.
Click . View
In the Distribution Percentage column of the Target Cost Centers table, enter the distribution
percentage for the selected target cost center.
Click . Save
Deleting cost centers
Select the target cost center in the table, and then click . Target Cost Centers Remove
This removes the relationship between the source cost center and the target cost center. The target cost center
becomes a source cost center, and can be added as a target cost center for another source cost center.
Tip
You can delete only cost centers with a status of Proposed. You cannot delete the default cost
center, Unallocated.
Configuring product and operational catalogs
You can add products to the product catalog, information such as operational services to the operational catalog,
and other information to the generic catalog for use in various IT Service Management (BMC Remedy ITSM) forms.
Products can be any items used by an organization and are usually IT-related. Products are typically used to classify
a configuration item, an incident, a problem, or a change request.
The operational catalog can be used to contain a list of all the operational services that a typical help desk provides,
and can also contain items that represent symptoms of incidents and problems.
Generic categories for miscellaneous information, such as reasons, can be used in the generic catalog.
Access point for the Product and Operational Catalog custom configuration
Working with product catalog information
Working with operational catalogs
Working with generic catalog information
Access point for the Product and Operational Catalog custom configuration
The custom configuration for products and operational catalogs is accessed from the Foundation > Products /
expandable command list on the tab of the Application Operational Catalogs Custom Configuration
Tip
Carefully read the instructions for configuring product and operational catalogs in the rest of this
section before using the configuration commands in the Foundation > Products / Operational
expandable list. Catalogs
Access point for Product and Operational Catalog custom configuration
Working with product catalog information
This section describes what product catalog information is and the product catalog functions that you can perform.
What is product catalog information?
Product categorization structure
Creating product categories (optional)
Relating a company or application to a product category
Viewing and deleting categories
Mapping catalogs
Adding product aliases
Adding product models and versions
Modifying product information
Setting product categories offline
Mapping CI discovery categorization to product categorization
Related topic
What is product catalog information?
Product catalog information is used to create and maintain a database of products for a given company.
Product catalog information is optionally configured with either Config Categorization Admin or Config
Categorization User permissions.
Related topic
Foundation module permission groups
Product categorization structure
The Product Categorization structure is defined as Tier 1 > Tier 2 > Tier 3 > product name and manufacturer >
model version, which is used to categorize different products or configuration items (CIs) in the BMC Atrium
Configuration Management Database (BMC Atrium CMDB).
Product categorization can be associated with different processes for different companies. For more information
about BMC Atrium CMDB, , Accessing the BMC Atrium CMDB and BMC Atrium Core applications Finding BMC
, and . Atrium CMDB data BMC Atrium Core components
Understanding product categorization video
Disclaimer
Creating product categories (optional)
Before creating or modifying product information, it is important to understand product relationships.
When you are creating product category information:
The or field is optional, but both are required if either is specified. Product Name Manufacturer
One tier can be sufficient, depending on the item being created.
If you create a product that requires less than three tiers, the other tiers must be set to "- None -."
Each product category can have more than one product model/version and more than one product alias.
Products can be associated with one or more companies.
1.
2.
3.
A product is available for selection on other forms after it has been associated with a company or when a
product category is created.
After you relate a product to a company and an application, it can be used in forms that contain the product
categorization fields.
Each product model/version can have one or more patches.
To add a product category
From the Application Settings list, choose > > Foundation Products/Operational Catalogs Product
, and then click . The Product Catalog Setup form appears as shown in the following figure. Catalog Open
Product Catalog Setup form
The Product Catalog Setup form appears.
3.
4.
5.
6.
7.
8.
a.
b.
c.
9.
10.
11.
12.
13.
14.
1.
2.
3.
On the tab, click . The Product Category Update form appears. Product Category Create
Optionally enter or select a Product Type.
Select the configuration item (CI) type. The field specifies the type of CI for which you are creating CI Type
this product catalog.
Select or enter the Product Categorization Tiers. If you are creating a product that requires only one tier,
enter for the other two tiers. None
Enter or select a product name.
If you specify a product name, specify a manufacturer. Select a manufacturer, or click to add a New
manufacturer. If you click : New
In the New Manufacturer dialog box, enter a company.
In the field, select . Status Enabled
Click . Save
In the Product Category Update dialog box, select Enabled for the status.
Tip
You can set the status to Proposed to temporarily prevent the category from being
In the field, accept the default value of Custom. Third Party is used for products imported from an Origin
external source.
Select whether this definition is to be available across all applications in the BMC Remedy ITSM Suite.
Click . You can use the search fields in the Product Categorization Search Criteria area at the top of the Save
Product Catalog Setup form to view the added product.
To define the company and module relationships, complete the steps in the next section, Relating a company
. or application to an operational category
Click . Close
Relating a company or application to a product category
Relationships between companies and applications or modules determine which companies, and BMC Remedy
ITSM applications and modules, are enabled to accept product categorization information. A product can be
associated with one or more companies.
Note
To make the product accessible to all companies, select for the company. Global
To relate a company and application or module to a product
From the Application Settings list, choose Foundation > Products/Operational Catalogs > Product
, and then click . The Product Catalog Setup form appears. Catalog Open
3.
4.
5.
6.
7.
8.
9.
Enter search criteria in the fields on the Product Categorization Search Criteria area of the form, and then
click . Search
From the results list, select a product. The relationships that appear in the Company/Module Relationships
table are directly related to the product selected in the product table.
In the Company and Module Relationships area, click or . The Company/Module Relationship View Create
form appears.
Company / Module Relationship form
In the field, select the company name to relate to the product. Company
Select the product status flags that apply to the product.
Select for each BMC Remedy ITSM application and module that you want to enable for the product. Yes
Tip
Click the check mark to the right of the Service Support Modules header to select all
applications and modules.
Select the Status.
9.
10.
1.
2.
3.
4.
5.
6.
1.
2.
Note
A product status must be set to Enabled for it to appear in lists for product fields.
Click . Save
Viewing and deleting categories
You can also view and delete categories that have been created.
To view or delete categories
Search for the product catalog that you want to view or delete by entering criteria in the Product
Categorization Search Criteria fields at the top of the form and clicking . Search
Tip
When the Product Catalog Setup form is first displayed, all of the product categories in
the system are listed in the Product Category list. If you do not know enough details to
search for the product category that you want to view or delete, you can scroll through the
list until you see it.
From the list of product categories displayed in the Product Category list, select the one you want to view or
delete.
Click or . If you clicked Delete, you are prompted to confirm that you want to delete the product View Delete
category.
Click . Close
Mapping catalogs
Use this procedure to select which BMC Remedy ITSM applications and modules are used by an administration
action.
The Catalog Mapping form acts as a utility to manipulate mass data mappings for product catalog mappings. It
should not be used as a primary way of mapping a product. Use the procedure in Relating a company or application
as the primary method. to a product category
To map a catalog
From the Application Settings list, choose Foundation > Products/Operational Catalogs > Catalog
, and then click . The Catalog Mapping form appears in New mode. Mappings Open
2.
3.
4.
5.
6.
7.
8.
Catalog Mapping form
To change to Search mode, click on the form in a browser. Search
In the field, select the company to map to administrative actions, and BMC Remedy ITSM Company
applications and modules. Optionally, you can select Global to map to all companies.
In the field, select the administrative action to make available to the selected company and Admin Action
application modules.
In the Select Application Modules area, select the application and modules that this administrative action is to
be configured to use.
Select a status.
Click , and then click . Save Close
Adding product aliases
1.
2.
3.
4.
5.
6.
1.
2.
A is another term or abbreviation that you can use to reference a product. The product alias is used to product alias
search for a product in Product Name fields. For example, you might have a product with a long name such as
Microsoft Product ABC 2005. You can create an alias such as ABC, and then users can enter this alias in a Product
Name field to fill the remainder of the tiers.
A Product entry can have multiple Product Alias entries defined.
To create product aliases, you need either Config Categorization Admin or Config Categorization User permission.
Tip
Each time a product is created, an alias is automatically created. Use this procedure to create
additional aliases for a product.
To add a product alias
Enter search criteria in the fields in the Product Categorization Search Criteria area of the form, and then
click . Search
From the results list, select a product.
Click the tab, and then click . The Update Product Alias dialog box appears. Product Alias Create
Enter a Product Alias, and then click . Save
Tip
To modify a product alias, first delete by selecting it on the tab and clicking Product Alias
. Then add the product alias that you prefer. Delete
Product models and versions are used to differentiate between the various models or versions that are available for
a given product in the product catalog. For each model and version, you can also specify patches.
To create product models and versions, you need either Config Categorization Admin or Config Categorization User
permission.
To add a model or version for a product
To add patch information for a product model or version
Related topic
To add a model or version for a product
2.
3.
4.
5.
6.
7.
8.
9.
1.
2.
3.
4.
5.
6.
1.
2.
, and then click . Catalog Open
The Product Catalog Setup form appears.
click to search for the product. Search
From the results list, select a product.
Click the tab, and then click . Model/Version Create
The Product Model/Version form appears.
In the field, enter the model or version to add. Product Model/Version
Tip
If you do not know the product model and version, click to dim this field. Unknown
Select the Product Model/Version State.
In the field, select or . Requires Contract Yes No
Enter any additional information, and then click . Save
The model or version for the selected product appears in the table on the tab. You can Model/Version
create multiple models and versions for any product that exists in the product catalog.
To add patch information for a product model or version
On the tab of the Product Catalog Setup form, select a product model or version. Model/Version
Click the tab, and then click . Patch Create
The Patch dialog box appears.
Set the status to enabled.
In the field, enter the patch build ID to add. Patch Last Build ID
Optionally, enter a patch build date and description.
Click . Save
Related topic
You can modify the product status and product model/version information, and relate products to companies and
applications or modules. To modify product information, you need Config Categorization Admin or Config
Categorization User permission.
To modify product information
2.
3.
4.
5.
1.
2.
3.
click . Search
Click the appropriate tab, and then click . View
Modify the information, and then click . Save
Tip
To delete product information, select the item to delete, and then click . Only Delete
information about the selected tab is deleted.
Related topic
Setting product categories offline
When you want a product category to be temporarily unavailable for use, you can set its status to offline.
To set a product category to offline
Click on the Product Catalog Setup form. To set the status back to online, click . Set Offline Set Enabled
Note
A product status must be set to Enabled for it to appear in lists for product fields. When you set a
product category offline, the status turns red. When you set it back online, the status turns green.
Mapping CI discovery categorization to product categorization
Product catalog alias mapping is used to map incoming CI categorizations from a discovery product to
categorizations that you define in the Product Catalog Alias Mapping form. When a CI is saved, it contains the
mappings defined in the Product Catalog Alias Mapping form.
For example, if you specify in the field in the Discovery Product Categorization area Desktop Categorization Tier 1
and in the field in the Mapped Product Categorization area, any incoming CI that is Hardware Categorization Tier 1
received as Desktop for tier 1 is saved as Hardware for tier 1.
To map CI discovery categorization to product categorization
, and then click . The Product Catalog Alias Mapping form appears. Catalog Alias Mapping Open
Select the CI type for the mapping.
4.
5.
In the Discovery Product Categorization and Mapped Product Categorization areas, select the information to
be mapped for the selected CI type.
Click . Save
This section describes what operational catalog information is and the operational catalog functions that you can
perform.
What is operational catalog information?
Creating operational categories (optional)
Deleting multiple operational catalog records
Relating a company or application to an operational category
Setting an operational category to offline
What is operational catalog information?
Operational categorization information is used for assignment mappings and categorizing incidents, problems,
changes, and so on for reporting.
The operational catalog can contain a list of the operational services that a typical help desk provides, such as
adding hardware and password resets. It can also contain items that represent symptoms of incidents and problems.
You need Config Categorization Admin or Config Categorization User permission to create operational categories.
Note
Operational categories must be related to a company before they are available on BMC Remedy
ITSM forms.
Understanding operational categorization video
Disclaimer
1.
2.
3.
4.
5.
6.
7.
8.
1.
2.
3.
4.
5.
Creating operational categories (optional)
Operational categories list all the operational services that a typical help desk provides, such as adding a user
account and changing a server password.
Operational categories can also contain items that represent symptoms of incidents or problems, such as application
failure and network failure. You can create operational categories of services for use in various BMC Remedy ITSM
forms.
Each operational category must be unique. You might find it helpful to view existing categories before creating new
categories. For more information about viewing categories, see . Viewing and modifying standard configuration data
To create operational categories
Click the link next to Operational Category. The Operational Catalog dialog box appears. Create
Select or enter the operational categorization tiers. After you create an operational category with a particular
tier 1 and tier 2, you can select those tiers when creating additional operational categories. For example, if
you create an operational category for Add > User > Account, you might first enter all three categories, but
when you create an operational category for Add > User > Web Page, you can select both and . Add User
Select for the status. Enabled
You can set the status to to temporarily prevent the category from being Proposed
Select whether the category is available for the company that you are configuring, or whether it is available
for all companies.
Click . When you save the operational category, it is automatically related to the Global company. This Add
makes the operational category available on other forms, such as the Incident form, for all operating and
customer companies. The product category is also available to all BMC Remedy ITSM applications.
To add more operational categories, repeat steps 3 through 6.
When you are finished adding operational categories, click . Close
Deleting multiple operational catalog records
You can perform a bulk delete of operational catalog records.
To delete multiple operational catalog records
From the Application Settings list, choose Foundation > Products/Operational Catalogs > Operational
and then click . Catalog Open
The Operational Catalog Setup form appears.
Click to search for the records that you want to delete. Advanced Search
Highlight the records that you want to delete in the search results.
Choose to delete the records. Actions > Delete
5.
1.
2.
3.
4.
5.
6.
7.
8.
Tip
Similar procedures can also be used to delete multiple product and generic catalog
records. You will need to start from the relevant setup form.
Relating a company or application to an operational category
Relationships between companies and applications or modules determine which companies, BMC Remedy ITSM
applications, and modules can accept operational categorization information. An operational category can be
To add a company, and application and module relationship for an operational category
From the Application Settings list, choose > > Foundation Products/Operational Catalogs Operational
, and then click . The Operational Catalog Setup form appears. Catalog Open
Enter search criteria in the fields on the Operational Categorization Search Criteria area of the form, and then
click . The relationships that appear in the Company and Module Relationships table are directly Search
related to the selected category in the Operational Category table.
In the Company and Module Relationships area, click or . The Operational Catalog Relationship View Create
dialog box appears.
To make the operational category specific to certain companies, delete the -Global- entry and create an entry
for each company. By default, the operational category is accessible to all companies.
Select for each BMC Remedy ITSM application and module that you want to enable for the operational Yes
category.
Tip
Select the check box to the right of the Service Support Modules header to select all
Select the Status.
Note
An operational category status must be set to for it to appear in lists for Enabled
operational category fields.
Click . Save
Setting an operational category to offline
In the Company and Module Relationships area of the Operational Catalog Setup form, select the operational
category in the Operational Catalog Setup form, and then click .This makes the category unavailable in Set Offline
selection lists.
When an operational category is disabled, the Status field turns red.
In the Company and Module Relationships area of the Operational Catalog Setup form, select the operational
category in the Operational Catalog Setup form, and then click .This makes the category unavailable in Set Offline
selection lists. When an operational category is disabled, the Status field turns red.
Tip
To enable an offline category, select it, and then click . When an operational Set Enabled
category is enabled, the Status field turns green.
Working with generic catalog information
This section describes what generic catalog information is and which generic catalog functions you can perform.
What is generic catalog information?
Creating a generic category
Creating a resolution categorization from the Generic Catalog Update form
Setting a generic category to offline
Relating companies and modules to a generic category

1.
2.
3.
4.
What is generic catalog information?

The generic catalog lets you create category type selections for fields in BMC Remedy ITSM applications, which
vary based on the selection of either product or operational categorization.
For example, you can create a list item called Hardware Failure for the Cause field on the Incident form, and make it
available for selection only if the first tier of the product categorization is Hardware.
Several predefined category types are provided with the BMC Remedy ITSM Suite. For example, Reason category
type is used in the list selections for the field on the Incident form in BMC Service Desk: Incident Cause
Management and the field on the Problem Investigations and Known Error forms in BMC Service Desk: Root Cause
Problem Management.
To create generic catalog information, you need to have Config Categorization Admin or Config Categorization User
permission.
Tip
Generic catalog information must be related to a company to be available on BMC Remedy ITSM
forms.
Creating a generic category
On the Generic Catalog Setup form, you must enter information in the Generic Product/Operational Relationship
Category area first. Some of these categories can be associated with products and operational categories, some
associated with just products, and others with just operational categories.
Tip
You must relate a category to a company before the category is available on other forms.
To create a generic category
From the Application Settings list, choose Foundation > Products/Operational Catalogs > Generic
, and then click . The Generic Catalog Setup form appears. Catalog Structures Open
In the Generic/Product/Operational Relationship Category area, click . The Generic Catalog Update Create
form appears.
Select the Category Type. The default category types available are listed in the following table:
4.
5.
6.
Category types
Selection Meaning
Reason Stores reason categories. The categories set up are
then used as data on other BMC Remedy ITSM
Suite forms. For example, Reason is used in the list
selections for the field on the Incident form Cause
from the Incident Management feature of BMC
Service Desk and the field on the Root Cause
Problem Investigations and Known Error forms from
the Problem Management feature of BMC Service
Desk.
Wallet Used to store credit card information. The categories
set up are then used as data on other BMC Remedy
ITSM Suite forms. For example, on People records
you can use the tab to add information Attributes
for the Wallet Attribute Type.
Resolution Category Used to categorize different types of resolutions.
The categories set up are then used as data on
other BMC Remedy ITSM Suite forms. For example,
resolution category information is used in incidents.
User Access ID Stores user access catalog information. The
categories set up are then used as data on other
BMC Remedy ITSM Suite forms. For example, your
site can have different types of user IDs for different
purposes or systems. This category can be used to
group them.
SLA Breach Categorizes reasons for breaches of a Service Level
Agreement (SLA). The categories set up are then
used as data on other BMC Remedy ITSM Suite
forms. For example, SLA breach category
information is used in incidents.
In the tier fields in the Generic area, enter categorization values. For example, in the Generic
field for the Reason category type, select a value such as . Categorization Tier 1 Hardware Failure
Note
The field is a single-tiered value. Therefore, when creating data for this category Cause
type, you need to provide only the first tier in the generic category definition. You can
enter None for the tier 2 and tier 3 information or leave these fields blank.
The product and operational categorization values must exist in the product and operational catalogs. Also,
you can create a generic category definition multiple times in the generic catalog if you need to relate it to
various companies or Product Categorizations.
6.
7.
8.
Optionally, you can relate the Generic Category definition to operational and product categorizations. Select
the Operational and Product tiers. For example, when working with Resolution Category as the category
type, you can select the Generic Categorization Tier 1, Generic Categorization Tier 2, and Generic
Categorization Tier 3 values, which will show on the tab for an incident. The Resolution Categorization
Operational Categorization must match the Operational Categorization on the incident form. Optionally, you
can also include a Product Categorization as part of the Resolution Product Categorization for an incident.
This Product Categorization must already exist in the Product Catalog. For a more detailed example, see Cr
. eating a resolution categorization from the Generic Catalog Update form
You can create a generic category definition multiple times in the generic catalog if you need to relate it to
various companies or Product Categorizations.
Select a status.
After you create generic category definitions, you can search for them to view in the
Generic/Product/Operational Relationship Category table as shown in the following figure.
Generic Catalog Setup form
8.
9.
Tip
To modify a generic category, select it, and then click . You can change the status View
on the Generic Catalog Update dialog box. No other generic categorization information
can be changed. To delete a generic category, select it, and then click . Delete
Click . Close
Creating a resolution categorization from the Generic Catalog Update form
The information displayed in the tab for an incident is driven by the information created Resolution Categorization
in the Generic Catalog Update form.
In the Generic Catalog Update form, you can create a resolution categorization and tie it to existing operational
categorization and product categorization data.
For example:

In this example, the resolution categorization is as follows:
Tier 1 = User Error
Tier 2 = Connectivity exists
This resolution categorization will only be accessible when:
Operation Categorization Tier 1 = Request
Note
The values for Tier 2 and Tier 3 are left blank to represent that these resolution
categorization values should be accessible regardless of any selections being made in
these fields.
1.
2.
3.
4.
Product Categorization Tier 1 = Network
Product Categorization Tier 2 = Connectivity
Note
The values of Tier 3 , Product Name, M/V and Manufacturer are left blank to represent
that these resolution categorization values should be accessible regardless of any
selections being made in these fields.
Resulting resolution categorization in the Incident form
From the Incident form, resolution categorization is determined by the information entered in the Operational
Categorization and Resolution Product Categorization fields. Resolution Product Categorization is the product
categorization of the causal CI (which is the CI that caused the incident).
For example:
After creating the resolution categorization in the Generic Catalog Update form, and as described in the
previous example, open the Incident form.
From the Incident form, enter Request in the Operational Categorization section.
Enter in the field. Network Resolution Product Categorization Tier 1
Enter in the field. Connectivity Resolution Product Categorization Tier 2
The resulting Resolution Categorization drop-down lists contain the following options for selection:
Tier 1 = User Error
Tier 2 = Connectivity exists
Setting a generic category to offline
Select the generic category definition in the Generic Catalog Setup form, and then click . This makes it Set Offline
unavailable in selection lists.
To enable an offline category, select it, and then click . When a generic category is enabled, the status Set Enabled
turns green; when it is disabled, the status turns red.
Relating companies and modules to a generic category
Relationships between companies and applications or modules determine which companies and BMC Remedy
ITSM applications and modules can accept generic categorization information. A generic category can be
Tip
To make the generic category accessible to all companies, select Global for the company.
1.
2.
3.
4.
5.
6.
7.
8.
9.
To relate a company and application or module to a generic category
From the Application Settings list, choose > > Foundation Products/Operational Catalogs Generic
, and then click . The Generic Catalog Setup form appears. Catalog Structures Open
Enter search criteria in the fields on the Generic Categorization Search Criteria area of the form, and then
click . Search
From the results list, select a category. The relationships that appear in the Company and Module
Relationships table are directly related to the category selected in the generic category table.
In the Company and Module Relationships area, click . The Generic Catalog Setup form appears. Create
Note
If you already have a relationship with a -Global- company, you cannot add more
relationships. To specify relationships with specific companies, you must first delete the
-Global- entry.
In the field, select the company name to relate to the generic category. Company
Select for each BMC Remedy ITSM application and module that you want to enable for the generic Yes
category.
Tip
Click the check mark to the right of the Service Support Modules header to select all
Select the Status.
Note
A generic category status must be set to Enabled for the category to appear in lists for
generic category fields.
Click . Save
Notification Engine configurations
This section describes the major components and process flow of BMC Remedy IT Service Management (BMC
Remedy ITSM) Notification Engine. By understanding how all of the pieces work together, you can intelligently
change the default configuration or make any necessary customizations to meet your organization's needs.
To improve performance and scalability, the Notification Engine improves group notification processing and
processes all notifications asynchronously.
The Notification Engine provides a back-end workflow model for defining which notifications should be sent, based
on events in a BMC Remedy ITSM application.
Support staff use the People form to define which notifications they want to receive. Predefined notifications can be
turned on or off.
The Notification Engine provides the following primary functions:
Determines notification recipients (group or individual)
Specifies the notification text
Initiates the notification delivery (email or pager)
Logs the notification details
Notification system process control
The NTE:SYS-NT Process Control interface form receives notification event requests from BMC Remedy ITSM. The
NTE:SYS-NT Process Control interface form processes all notification events, as shown in the figure below.
Notification events processes
Note
The NTE:SYS-NT Process Control form is the center of the Notification Engine; it is what initiates
a notification.
During an initial submission or update of a record in one of the BMC Remedy IT modules, workflow creates a record
in the NT:SYS-NT Process Control form. This record is processed by the escalations listed in the table below.
NT:SYS-NT Process Control escalations
Escalation Description
SYS:NPC:ProcessHeldNotifications
Processes notifications that are held due to business
hours and holiday processing.
SYS:NPC:TriggerGroupNotifications
Processes group notifications.
SYS:NPC:TriggerNonGroupNotifications
Processes individual notifications.
When a new record is created in the NTE:SYS-NT Process Control form, filters perform these tasks:
Verify the notification message exists in the SYS:Notification Messages form and that the message record is
enabled.
Retrieve data from the source form (if the notification was sent from an association form).
Check business hours, business holidays, and notification preferences for support staff notifications.
Process on-call group notifications when the On-Call Group Flag is enabled.
Process group notifications by searching the Group membership table for group notifications.
Process individual notifications that are coming from the group notifications processing above that came in or
directly from an event.
Process messages by running translation workflow (that is, workflow that replaces tokens within the message
text).
If the notification is successfully processed, the NT:SYS-NT Process Control record is deleted.

Invoking the notification subsystem

Filters are triggered on certain application events. Filters populate data on the source forms and then push data from
the source forms to the NTE:SYS-NT Process Control form for processing. One or more notification filters can
trigger a notification event. The contents of the field are passed to the NTE:SYS-NT Notification Message Tag
Process Control form, so it must be unique and must correspond to a notification message in the SYS:Notification
Messages form.{
The notification filters perform the following actions:
Populate data on the source forms.
Push data from the source forms to the NTE:SYS-NT Process Control form for processing.
Set the and fields, and then create a record in the NTE:SYS-NT Process Notification Message Tag temp
Control form.
The Notification Message Tag is the unique identifier for each notification event and message. After the Notification
Process Control record is created, the notification fields on the source form are cleared.
Notification audit
The NTE:Notifier Log form contains every notification (alert, email, and pager) sent from the subsystem. Notification
records are written to the log every time the system sends a notification. These entries appear in the application
audit logs.
Notes
Manually archive or delete entries periodically.
The and fields were unlimited in length. These Notification Text Email Message Body
fields are now limited to 3,964 bytes due to performance with Oracle databases. The
notification messages are still unlimited in length, but the audit log truncates the values of
these fields. If you are upgrading from 7.0.x, these records are truncated.
Recommendation
If you need to retain the entire message, retain these messages on your email server.
Notification interface
The NTE:Notifier form processes the formatted notification text and, based on notification method, sends an alert,
email, or page.
The NTE:Notifier form has workflow that performs a Run Process command to send a page, create an email record
in the ARSystem Email Messages form, or create an alert in the Alert Events form. This form has workflow that is
triggered on Window Open to redirect the user to the appropriate record (for example, incident, problem, change,
and so on). For debugging purposes, you might need to disable this workflow to make sure that the notification
record is correct.
The NTE:NTS:DefaultMethod_200_NT filter executes when no method is specified for the notification, and it uses
the notification recipient's default notification method.
If email is the notification method, the email message includes ARTask and URL shortcuts to the record. The
NTE:NTS:Email_200_SystemNT filter executes when Email is the default method specified for the notification. To
remove the ARTask and URL, clear the check boxes in this filter.
External email notifications (sent by the NTE:NTS:Email_200_Customer-NT filter) and email messages sent
manually through the BMC Remedy ITSM 7.x Email System (sent by the NTE:NTS:Email_200_Manual-NT filter) do
not include shortcuts.
There is a separate filter to process each notification method.
The NTE:Notifier record is deleted after the alert, email, or page is sent, and an audit record is created.
System Events and Message Catalog for the Notification Engine
The System Events and Message Catalog contains all valid notification event definitions available in the notification
subsystem. The following primary forms make up this catalog:
NTE-SYS-Define NT Events form
NTE-CFG-Notification Events form
SYS-Notification Messages form
NTE-SYS-Define NT Events form
Notification events are defined in the NTE:SYS-Define NT Events form and are specific to a BMC Remedy ITSM
module (Incident, Problem, Change, Request, Purchase Requisition, Asset, and so on). Notification events are
primarily configured for internal support staff notification, which is indicated by the Yes flag in the Support Staff
field. Event
When the field is set to , a corresponding record in the NTE:CFG-Notification Events form Support Staff Event Yes
must specify the default preferences for this notification event.
The notification is sent according to the system default preferences, unless you have created your own entry for this
event in NTE:CFG-Notification Events.
Note
User-defined events take precedence over system-defined events.
You can also use notification events for email notifications to customers who might not have a login ID or access to
the application. To use notification events this way, set the field to . Support Staff Event No
Warning
Remember that all customer notifications are sent by email. You cannot change this setting
without customization to the Notification Engine settings. If you install patches or later versions of
the BMC Remedy IT Service Management, back up your work so that it is not overwritten by the
installer. This warning applies to customizations that you make to the Notification Engine. all
Note
Because Problem Management is a process internal to the support organization, the Problem
Management module has no customer notification events.
NTE-CFG-Notification Events form
The NTE:CFG-Notification Events form stores all system-wide and user-specific preferences for predefined internal
(support staff) notification events. Preferences defined here include the notification method (email or alert), whether
a pager notification is sent, business hour usage, holiday usage, and whether the message is a group or individual
notification.
Additional application preferences are also available, such as including priority for Incident Management and
Problem Management, or Timing for a Change type notification.
SYS-Notification Messages form
The SYS:Notification Messages form contains the notification text for each event. The combination of Notification
, , and fields must be unique. The notification workflow uses the Notification Message Tag Locale Company
Message Tag to identify the specific message to be sent. You can associate each notification event with several
notification messages for different companies and locales.
The field contains literal text as well as substitution parameters; for example, Email Message Body #Incident
. Standard filter workflow searches for the substitution parameter and replaces it with the actual incident Number#
ticket number.
This form also displays the Support Staff Event flag to indicate whether the notification message is intended for
customers or support staff. However, the notification workflow does not use this setting to determine the notification
preferences to use when sending the notification. The actual filters supporting the notification determine whether the
notification preferences are hard-coded (for example, always using email as the notification method, as with
customer notifications) or retrieved from the NTE:CFG-Notification Events form (for example, use the system default
or user-defined notification method specified for the recipient, as with support staff notifications).
You can modify notification text, so you can change the standard messages provided with the application or define
different messages for specific companies.
Note
Do not modify the Mapping section of the notification message. The notification system uses
these mappings to identify what message to send, how to send the message, and when it should
send it. Your changes can break the workflow. However, you can create a new notification
message in this form, but workflow to support the message must exist. Creating new messages
(to be sent under conditions not already defined by existing workflow) requires customization.
In the message text fields, you can include field contents from the Source record (such as ). Fields HPD:Help Desk
that are filled by selection from drop-down menus are displayed in the message text enclosed in . Notification #
workflow translates these field variables into the actual field contents before sending the notification message.
Adding new fields not already in the drop-down menus requires customization.
Additional configuration options
The following additional configuration options for Change Management and Asset Management notifications are
available from the Application Administration Console.
The Change Management Rules form (Custom Configuration > Change Management > Advanced
) lets you configure the rules in which a Change Manager and Change Coordinator are Options > Rules
notified, based on Change status.
Note
Out-of-the-box notifications to the Change Manager and Change Coordinator are
configured only for the following change states: Request for Change, Planning In
Progress, Scheduled for Approval, Canceled, Rejected, and Completed.
The Asset Management Rules form (Custom Configuration > Asset Management > Advanced Options >
) lets you configure CI notifications so that when a CI's status is set to a particular value, the person Rules
who uses, manages, or supports the CI is notified.
Disabling notifications
Because workflow for customer notifications differs from support notifications, the procedure for disabling differs
between the two.
Disabling customer notifications
Disabling support staff notifications
Disabling customer notifications
When disabling customer notification events in the NTE:SYS-Define NT Events form, you do not need to disable the
corresponding messages in the SYS:Notification Messages form. This is because each customer notification
includes the following filters:
The first filter checks whether the notification event is enabled.
If the first filter found the enabled notification event, the second filter starts the notification process.
Otherwise, it does nothing.
However, if you disable the associated messages in the SYS:Notification Messages form, notification messages that
are not being sent are easier to identify because administrators have to look at only a single form.

Disabling support staff notifications

You can disable support staff notifications in the SYS:Notification Messages form. There is no workflow associated
with any status other than Enabled for all configuration data. Any record with the Status not set to Enabled is
considered to be disabled, from a workflow perspective. You must decide how you want to use the provided status
values and how you maintain the configuration data.
The following table describes the recommended guidelines.
Guidelines for disabled support staff notifications
Status Description
Proposed Data is part of a planned change to the configuration
data but is not yet in use in the current environment. For
example, a notification message has been entered and
is awaiting approval before you enable it.
Enabled Data is used in the current environment. For example, a
notification message is sent.
Offline Data is not being used. For example, a notification
message is not enabled.

Additional notification forms

In addition to the primary notification forms, the Notification Engine has the supporting forms listed in the following
table:
Supporting notification forms
Form Description
NTE:Manual Notification This display-only form is accessed from Incident or
Problem forms and enables users to send ad hoc email
notifications. Entries are automatically deleted after they
are processed.
This form is not used in 7.0.x. It is deprecated in Note:
the 7.6.00 release.
NTE:CFG-Country Code Option This form is accessible from the Application
Administration Console (Custom Configuration >
Foundation > Notification Engine > Country Code
). It stores country codes related to area codes Option
for pager notifications.
NTE:CFG-Numeric Pager Prefix This form is accessible from the Application
Foundation > Notification Engine > Numeric Pager
). It stores numeric identifiers related to Prefix
application forms that are used to prefix messages sent
to numeric pagers.
NTE:CFG-Pager Service Config This form is accessible from the Application
). It Foundation > Notification Engine > Pager Service
stores pager services information that can be used by
BMC Remedy ITSM. You must configure pager services
before you can select this as a notification method in the
CTM:People configuration form.
1.
2.
3.
4.
NTE:CFG-NT Events NonSupport This form is from previous versions of BMC Remedy for
IT Service Providers (ITSP) and is not used in BMC
Remedy ITSM 7.x.
Configuring default notification preferences
Individual Notification preferences are configured on the CTM:People form for each support person. Notification
preferences vary by application or module, such as BMC Asset Management and BMC Change Management, and
by event, such as asset scheduled maintenance. Default notification preferences are predefined for each module
and event. If the default setting does not meet your needs, you can turn off a notification by setting Notification
Availability to No. You can set the notification language for each notification message.
Note
User notification preferences override system notification preferences.
Globally modifying system default settings
Modifying notification message text
Configuring support group notifications
Globally modifying system default settings
You can globally modify the system default settings by retrieving the record for the Notification Event (for example,
User) or the Notification Event Type of System Default in the NTE:CFG-Notification Events form.
To globally modify system default settings
Open the NTE:CFG-Notification Events form and perform a global search for all records in the system.
To specify a default notification method for all users, select the appropriate value from the Remedy
Notification Mechanism menu (for example, Alert). If this value is left blank, the Default Notification
Mechanism specified on the user's People record is used.
To turn off group notifications (that is, send a notification only when an individual assignee is specified), set
the flag to . This settings can be overridden individually by queue managers so that Group Notifications No
they are the only users to receive notifications when no individual assignee is specified.
Save your changes to the records.
Modifying notification message text
The message text for predefined notifications is stored in the SYS:Notification Messages form. Each message is
uniquely identified by the combination of Notification Message Tag and Locale.
You can modify the content of the fields listed in the following table:
Field Description
Pager Message Alpha Contains the text sent to an alphanumeric pager.
Email Subject Line Contains the text included in the subject line of an email
notification.
Email Message Body Contains the text included in the body of an email
notification.
Status Controls whether notifications are sent:
Offline: Notifications not sent.
Enabled: Notifications are sent.
Define other settings as needed (for example, Proposed).
You can used field variables in the notification message text fields by enclosing them in #. They are translated by
workflow. Using field variables in notification messages other than the default text requires customization to create
the corresponding translation workflow.
You can configure the notification text for different companies by creating a new record with the same Message tag
and selecting the Company form the menu.
Note
You should not modify the fields within the Mapping section of this form. The notification system
uses these mappings to identify what message to send, how to send the message, and when it
should send it. Your changes can break the workflow.
By default, the system sends notifications to each member of a support group.
When configuring the support group notifications, you can choose to configure the system to send notifications to a
support group email distribution list, instead of to individuals within a group.
Recommendation
If the support group has 25 members or more, set up a distribution list. For information about
setting up distribution lists for group notifications, see . Adding group notification distribution lists
For more information about the benefits of using distribution lists, see Setting up group
. notifications
You can also disable group notifications.
The Notification Engine uses the same asynchronous process for both group and individual notifications.
Notification transaction process
A notification transaction uses the major components of the Notification Engine, as shown in the following figure:
Interaction of the major components in the Notification Engine
The NTE:SYS-NT Process Control form is the center of the Notification Engine. All notifications are pushed to this
form first. Depending on which parameters are included, it determines whether the notification is a group notification
or an individual notification. Calling applications pass this information to the NTE:SYS-NT Process Control form.
1.
2.
3.
4.
This information includes details such as the application, the recipient of the notification, and information about the
parent record.
Escalations are run to process the pending notification events.
The application uses out-of-the-box escalation pools 1, 2, and 3 to enable multithreading processing for the
records contained in the NTE:SYS-NT Process Control form.
Note
Escalation pools are enabled through the AR System Administration Console. BMC
Remedy IT Service Management does not set the pooling automatically, so the AR
System Administrator must configure the escalation pools before running the notification
process. If you do not properly configure the escalation pools, all escalation workflow runs
within escalation pool 1.
A single record created in the NTE:SYS-NT Process Control form is used for both group and individual
notifications. All group and individual notifications are processed asynchronously.
SYS:NPC:TriggerGroupNotifications runs every minute against the NTE:SYS-NT Process Control form for
group notifications. This escalation runs within escalation pool 3.
SYS:NPC:TriggerNonGroupNotifications runs every minute against the NTE:SYS-NT Process Control
form for individual notifications. This escalation runs within escalation pool 2.
SYS:NPC:ProcessHeldNotifications runs every 11 minutes to process records held for business
hours. This escalation runs within escalation pool 1.
Individual processing gets the user's notification preferences, ticket information, and message from the
Notification Messages catalog. Group processing expands the group list to individuals, and then runs the
individual process.
The NTE:Notifier sends the notification using the appropriate method (email, pager, or alert). If the
notification is through email, NTE:Notifier workflow creates a record in the ARSystem Email Messages form,
which is processed by the BMC Remedy Email Engine.
Notification workflow
When a notification event is triggered by an application event, workflow performs a series of checkpoints to
determine whether the notification actually gets sent, as shown in the following figure (click the graphic to expand it).
First, it looks at a person's notification preferences in the CTM:People form to see whether the specific notification
has been enabled or disabled. If it has been disabled, the notification is not sent.
Notification process flow
! your_image.gif|width=680, height=925|align=left!
Next, if the notification has not been disabled for that user, the Notification Engine then checks to see whether User
or System Default events are enabled for the user. User events have precedence over System Default. If a user
event for that specific notification event does not exist (or it has been disabled), workflow looks for the System
Default event. If a user event exists and is enabled, workflow looks at the specific user notification criteria.
Finally, application events trigger notifications to be sent to groups or specific individuals. Various notification events
are installed with the applications in the NTE:CFG Notification Events form. Messages are stored in the
SYS:Notification Messages form.
Configuring Notification Engine escalation pools
1.
2.
3.
4.
5.
To use escalation pools, configure the Escalation Max Threads count from the default value of 1 to 3 to take
advantage of the optimized out-of-the-box Notification Engine escalation pooling.
To configure Notification Engine escalation pools
From a browser open the ARSystem Administration Console.
Click . System > General > Server Information
Configuring escalation pools
Click in the cell, and then specify the number of escalation pools (for example, 3). Max Threads
You can change the value to a maximum of 6.
Click . OK
Related topic
Extending the Notification Engine escalation pools
Extending the Notification Engine escalation pools
The Notification Engine subsystem enables you to increase the number of escalation pools for processing individual
and group notifications.
The out-of-the-box Notification Engine uses three escalations (each within its own escalation pool) to process the
notification data within the NTE:SYS-NT Process Control form. Escalation pool 2 processes individual notifications
and escalation pool 3 processes group notifications.
Multithreading filter workflow for NTE-NPC-SetNonGroupEscalationPool_010_Set`!
Multithreading filter workflow for NTE-NPC-SetGroupEscalationPool_010_Set`!
Setting up escalation workflow to process the multithreaded individual and group notifications records
Enabling multiple escalation pools to process individual and group notifications
You can extend the escalation pools by using the round-robin algorithm that is in the following two filters:
NTE:NPC:SetNonGroupEscalationPool_010_Set`!
NTE:NPC:SetGroupEscalationPool_010_Set`!
These filters are disabled by default, but you can enable and customize them to define additional escalation pools.
Note
Enabling these filters is a customization of the Notification Engine subsystem. If you install
patches or later versions of BMC Remedy IT Service Management, back up your work so that it
is not overwritten by the installer.
To have two escalation pools to process individual notifications and three more escalation pools to process Group
notifications, you must edit the filters. The following sections describe the workflow within these filters.
Multithreading filter workflow for NTE-NPC-SetNonGroupEscalationPool_010_Set`!
To enable the proper sequence of the pools in the range between the Escalation Pool Start Range and Escalation
Pool End Range values, the field in the NTE:SYS-NT Process Control form is set by Escalation Pool Number
performing a modulo operation on the entry ID. The Escalation Pool Number value is then used as part of the
qualification of the escalation, so that a particular escalation processes only notification records that match the
Escalation Pool Number value.
The modulo operation in the filter workflow finds the remainder of (the dividend) by (the divisor). The operation is a n
represented as . a % n
a = the z1D Integer01 field, which is a sequential number ( ). $LASTID$
n = the z1D_GROUPMOD field, which is set by subtracting the Escalation Pool End Range from the
Escalation Pool Start Range and adding 1.
As a result, the . Escalation Pool Number = a % n + Escalation Pool Start Range
Incrementing by 1 for every new Notification Process Control record ensures that the Escalation Pool Number a
value follows a round-robin approach that starts at the Escalation Pool Start Range value and ends with the
Escalation Pool End Range value. For example, if you set the non-group (individual) escalations to run in escalation
pools 2 and 3, the Escalation Pool Start Range is 2 and the Escalation Pool End Range is 3. The Escalation Pool
Number value for each Notification Process Control record sequences between 2 and 3.
The filter uses the workflow actions listed in the following NTE:NPC:SetNonGroupEscalationPool_010_Set`!
table:
Workflow in NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter
Action Description
Push Fields Creates the record in which to store the entry ID that is
used to calculate the Escalation Pool Number value.
The function is used to get the entry ID $LASTID$
number.
Set Fields
z1D_NONGROUPMOD = (Escalation Pool End
Range - Escalation Pool Start Range) +
1
z1D Integer01 = $LASTID$
Set Fields EscalationPoolNumber = ($z1D Integer01$ %
$z1D_NONGROUPMOD$) + Escalation Pool
Start Range
Multithreading filter workflow for NTE-NPC-SetGroupEscalationPool_010_Set`!
The filter works much like the NTE:NPC:SetGroupEscalationPool_010_Set`! NTE:NPC:SetNonGroupEsca
filter, except that group escalation pools run in a round-robin fashion between escalation lationPool_010_Set`!
pool 4 and escalation pool 6.
For example, if you set the group escalations to run in escalation pools 4 and 6, the Escalation Pool Start Range
value is 4 and the Escalation Pool End Range value is 6. The Escalation Pool Number value for each Notification
Process Control record sequences between 4 and 6.
The filter uses the workflow actions listed in the following NTE:NPC:SetGroupEscalationPool_010_Set`!
table:
Workflow in NTE:NPC:SetGroupEscalationPool_010_Set`! filter
Action Description
Push Fields Creates record to get entry ID that is used to calculate
the Escalation Pool Number. The function is $LASTID$
used to get the entry ID number.
Set Fields
z1D_GROUPMOD = (Escalation Pool End
Range - Escalation Pool Start Range) +
1
z1D Integer01 = $LASTID$
Set Fields EscalationPoolNumber = ($z1D Integer01$ %
$z1D_GROUPMOD$) + Escalation Pool Start
Range
Setting up escalation workflow to process the multithreaded individual and group notifications
records
In addition to the filters, BMC Remedy IT Service Management provides escalation workflow objects that you can
enable for individual (non-group) and group notifications. These escalations serve as examples when enabling the
multithreading filter workflow.
1.
2.
3.
The following escalations process individual (non-group) notifications:
SYS:NPC:TriggerNonGroupNotificationsPool2
The following escalations process group notifications:
SYS:NPC:TriggerGroupNotificationsPool2
To continue the example of setting up two escalation pools to process individual notification records and three
escalation pools to process group notification records, you must perform the following procedure to enable the
escalation workflow.
To set up escalation workflow to process the multithreaded
individual and group notification records
Log in to your server with BMC Remedy Developer Studio.
Disable the following escalations:
SYS:NPC:TriggerNonGroupNotifications
SYS:NPC:TriggerGroupNotifications
Enable the following escalations (as shown in the following figure):
Enabling escalation in BMC Remedy Developer Studio
3.
The figure shows that the escalation processes only SYS:NPC:TriggerNonGroupNotificationsPool2
individual notification records in which the is set to . In turn, the EscalationPoolNumber 2 SYS:NPC:TriggerNo
nGroupNotificationsPool3}}escalation processes individual notification records in
is set to , and so on. which the {{EscalationPoolNumber 3
The filter workflow in this example sets to , to , and then back to , and so on, in a EscalationPoolNumber 2 3 2
round-robin fashion when individual notification records are created in the NTE:SYS-NT Process Control form. In the
same way, the filter workflow sets the to , to , to , and then back to , and so on, EscalationPoolNumber 4 5 6 4
when group notification records are created.
As a result, for every unique that is generated, you must run the escalation workflow to EscalationPoolNumber
process the notification records. BMC recommends that you match the within the Escalation Pool Number
escalation workflow to the value in the records to simplify keeping track of the escalation EscalationPoolNumber
pools.
BMC Incident Management notification events
The following table describes BMC Incident Management notification events:
BMC Incident Management notification events
Event Message tag Filter Description
Assignment HPD-INC-
Assignee
Assignment
HPD:INC:
NTAssignee_
800_SetTag
Notifies the Assignee
when the assignment
changes and the Incident
is not Resolved.
Assignment HPD-INC-
Group
Assignment
HPD:INC:
NTAsgGrp_
805_SetTag
Notifies the Assigned
Group when the
assignment changes and
the Incident is not
Resolved.
Assignment HPD-INC-
ShiftGroup
Assignment
HPD:INC:
NTAsgShiftGrp_
810_SetTag
Group Shift when the
assignment changes and
the Incident is not
Resolved.
Cancellation HPD-INC-
Customer
CancellationNT
HPD:INC:
NTCustCancelled_
857_SetTag
Notifies the customer
when the status of the
Incident is changed to
Cancelled.
Change Associations HPD-CRQ-
ChangeRequest
Status
HPD:HAS:
NotifyICComplt-
NPC_100_Push
Group when the status of
an associated Change
Request is changed to
Completed.
Known Error Solution HPD-PKE-
Permanent
Solution
Determined
HPD:HAS:
NotifyKnwnErrPermSoln_
806_PNPC
Notifies the Incident
Assignee or the Assigned
Group when the
Resolution of an
associated Known Error is
modified.
Known Error Workaround HPD-PKE-
TempWorkaround
Determined
HPD:HAS:
NotifyKnwnErrTempSoln_
NPC_
100_Push
Assignee or the Assigned
Group when the
Workaround of an
associated Known Error is
modified.
OLA Resolution Escalated
Notification
HPD-INC-
Assignee
OLAResolution
Escalation
HPD:INC:
NTOLAAssignee_
886_SetTag
Assignee when the
Incident is escalated for
OLA resolution.
OLA Resolution Escalated
Notification
HPD-INC-
GroupAssignment
OLAResolution
Escalation
HPD:INC:
NTOLAAssignGrp_
885_SetTag
Assigned Group when the
Incident is escalated for
OLA resolution.
Ownership Assignment HPD-INC-
OwnerAssignment
HPD:INC:
NTOwner_
800_SetTag
Owner when Ownership of
the Incident has been set.
Ownership Assignment HPD-INC-
GroupOwner
Assignment
HPD:INC:
NTOwnerGrp_
820_SetTag
HPD:INC:
NTOwnerGrp_
821_SetTag
Owner Group when
Ownership Group of the
Incident has been set.
Filter 821 runs on Note:
Submit and filter 820 runs
on Modify.
Problem Investigation
Associations
HPD-PBI-
IncidentInvestigation
Association
HPD:HAS:
NotifyIncident_NPC_
100_Push
Notifies the Assignee or
the Assigned Group when
the Incident is associated
to a Problem Investigation
from the Problem
Investigation form.
Problem Investigation
Completion
HPD-PBI-
Investigation
Completed
HPD:HAS:
NTPBIComplt_NPC_
100_Push
Notifies the Assignee or
the Assigned Group when
an associated Problem
Investigation is completed.
Requester Incident
Receipt Confirmation
HPD-INC-
CustomerReceipt
Confirmation
HPD:INC:
NTCustConfirm_
851_SetTag
Notifies the Requester
when an open Incident is
submitted.
Requester Incident
Re-opened
HPD-INC-
Customer
ReOpenNT
HPD:INC:
NTCustReOpen_
855_SetTag
when an Incident that was
Resolved is changed to
open status.
Requester Incident
Resolution
HPD-INC-
Customer
ResolutionNT
HPD:INC:
NTCustRes_
853_SetTag
when an open Incident is
Resolved or Closed.
Requester Incident
Resolution
HPD-INC-
DirectContact
ResolutionNT
HPD:INC:
NTDirect
ContactRes_
853_SetTag
Notifies the Contact
Person when an open
Incident is Resolved or
Closed.
Resolution HPD-INC-
AssigneeDuplicate
Resolution
HPD:INC:
NTAssignee_
845_DupRes-SetTag
when the duplicate
Incident is Resolved by the
original Incident.
Resolution HPD-INC-
GroupAssigned
DuplicateResolution
HPD:INC:
NTAsgGrp_
846_DupRes-SetTag
Group when the duplicate
original Incident.
Resolution HPD-INC-
GroupOwner
DuplicateResolution
HPD:INC:
NTOwnerGrp_
841_DupRes-SetTag
Notifies Incident Owner
Group when the duplicate
original Incident
Resolution HPD-INC-
GroupOwner
Resolution
HPD:INC:
NTOwnerGrpRes_
830_SetTag
Group when the Incident
has been resolved.
Resolution HPD-INC-
OwnerDuplicate
Resolution
HPD:INC:NTOwner_
840_DupRes-SetTag
when the duplicate
original Incident.
Resolution HPD-INC-
OwnerResolution
HPD:INC:
NTOwnerRes_
825_SetTag
when the Incident has
been resolved.
SLA Resolution Escalation HPD-INC-
GroupAssignment
SLAResolution
Escalation
HPD:INC:
NTSLAAssignGrp_
881_SetTag
Notifies Incident assignee
group when the Incident
has escalated for SLA
resolution.
AssigneeSLA
ResolutionEscalation
HPD:INC:
NTSLAAssignee_
884_SetTag
Notifies Incident assignee
escalated for SLA
resolution.
SLA Resolution Escalation HPD-INC-SVTMgrGroup
Assignment
Resolution
Escalation
HPD:INC:
NTSVTMgrAssignGrp_
888_SetTag
Notifies Incident Manager
been escalated for service
target resolution.
SVTMgr
OwnerGroup
HPD:INC:
NTSVTMgrOwnerGrp_
890_SetTag
Manager of the Owner
Group when the Incident
begins SLA escalation.
SVTOwner
Resolution
Escalation
HPD:INC:
NTSVTrOwner_
883_SetTag
Notifies the Incident Owner
when the Incident is
escalated for resolution
according to the terms of
the SLA.
SVTOwner
Group
Resolution
Escalation
HPD:INC:
NTSVTOwnerGrp_
882_SetTag
Notifies the Incident Owner
Group when the Incident is
escalated for resolution
according to the terms of
the SLA.
Unavailability Restored AST-HPD-NotifyIncident
CIUARestored
INT:ASTHPD:
AAA:NotifyCIUARestored_
Incident_120_SubmitNTE
Assignee or Assigned
Group (if Assignee is
blank) that the related CI
Unavailability record has
been restored (that is, the
outage has been
resolved), when a CI
Unavailability record is set
to Restored.
The Notification is sent
only to Assignees of
Incidents that are related
to the CI Unavailability
record.
Vendor Assignment HPD-INC-Vendor
AssignmentNT
HPD:INC:
NTVendorAssignment_
861_SetTag
Notifies Vendor Support
Group.
BMC Problem Management notification events
The following table describes BMC Problem Management notification events:
BMC Problem Management notification events
Unavailability Restored AST-PBI-
NotifyInvestigation
AssigneeCIUA
Restored
INT:ASTHPD:AAA:
NotifyCIUARestored_
Incident_120_
SubmitNTE
Notifies the Problem
Investigation Assignee that
the related CI
Unavailability has been
restored.
Unavailability Restored AST-PBI-
NotifyInvestigation
ManagerCIUA
Restored
INT:ASTPBM:
AAA:NotifyCIUARestored_
Investigaton_120_
SubmitNTEManager
Investigation Problem
Manager that the related
CI Unavailability has been
restored.
Solution Assignment PBM-KDB-
AssigneeGroup
Assignment
PBM:KDB:
AssigneeGrp_
810_SetTag
Group that the Solution
assignment information
has changed and there is
no individual assignee.
Solution Assignment PBM-KDB-
AssigneeIndiv
Assignment
PBM:KDB:
AssigneeIndiv_
810_SetTag
Notifies the Assignee that
the Solution assignment
information has changed.
Problem Assignment PBM-PBI-
ProblemGroup
Assignment
PBM:PBI:
AssgnGrp_
810_SetTag
Group that the Problem
Investigation assignment
information has changed
and there is no individual
assignee.
Problem Assignment PBM-PBI-
ProblemAssignee
Assignment
PBM:PBI:
AssgnInd_
810_SetTag
the Problem Investigation
has changed.
Problem Cancelled PBM-PBI-
ProblemInvestigation
RequesterCancellation
PBM:PBI:
Cancelled_
830_Requester-SetTag
Notifies the Requester that
has been cancelled by the
Problem Manager.
Problem Completed PBM-PBI-
ManagerGroupCompletion
PBM:PBI:
Completed_
820_PBMMgrGrp-SetTag
Manager Group that the
Problem Investigation has
been completed and there
is no individual Problem
Manager.
ManagerCompletion
PBM:PBI:
Completed_
820_PBMMgr-SetTag
Manager that the Problem
Investigation has been
completed.
RequesterCompletion
PBM:PBI:
Completed_
830_Requester-SetTag
has been completed.
Problem Manager
Assignment
PBM-PBI-
ProblemManager
Assignment
PBM:PBI:
PBMMgr_
800_SetTag
Manager that the Problem
Manager assignment
information has changed.
Problem Manager
Assignment
PBM-PBI-
ProblemManager
GroupAssignment
PBM:PBI:
PBMMgrGrp_
800_SetTag
Manager Group that the
Problem Manager
Change Completed PBM-PAS-
AssigneeAssociated
ChangeCompletion
PBM:PAS:
NTICComplt_
803_Ass-PNPC
Assignee that a change
request related to the
been completed.
Change Completed PBM-PAS-
ManagerAssociated
ChangeCompletion
PBM:PAS:
NTICComplt_
802_Mgr-PNPC
Notifies Problem Manager
that an related to the
been completed.
Known Error Assignment PBM-PKE-
GroupAssignment
PBM:PKE:
AssgneeGrpChg_
803_SetTag
Group that the Known
Error assignment
information has changed
and there is no individual
assignee.
Known Error Assignment PBM-PKE-
AssigneeAssignment
PBM:PKE:
AssgneeIndChg_
802_SetTag
the Known Error
has changed.
Known Error Manager
Assignment
PBM-PKE-
ProblemManager
Assignment
PBM:PKE:
PBMMgrChg_
800_SetTag
Manager that the Known
Error Problem Manager
has changed.
Known Error Manager
Assignment
PBM-PKE-ProblemManag
er
GroupAssignment
PBM:PKE:
PBMMgrGrpChg_
801_SetTag
Manager that the Known
Error Problem Manager
BMC Change Management notification events
The following table describes BMC Change Management notification events:
BMC Change Management notification events
Requester Change
Cancellation
CHG-CRQ-
Customer-
CancellationNotification
CHG:CRQ:
NTCustCancel_858_SetTa
g
Notifies the customer that
the change request is set
to the Cancelled status.
Requester Change
Cancellation
CHG-CRQ-
RequesterNonSG-
CHG:CRQ:
StatusCancelled_
858_RqsternonSupportGrp
-
SetTag
Notifies the requester that
Requester Change
Cancellation
CHG-CRQ-
Requester-
CHG:CRQ:StatusCancelle
d_
858_Rqster-SetTag
Requester Completion CHG-CRQ-
Customer-
CompletionNotification
CHG:CRQ:
NTCustCompletion_855_S
etTag
to the Completed status.
Requester Change
Receipt Confirmation
CHG-CRQ-
Customer-
ReceiptConfirmation
CHG:CRQ:
NTCustConfirm_803_SetT
ag
a change request has
been submitted.
Requester Change
Scheduled
CHG-CRQ-
Customer-
ScheduledNotification
CHG:CRQ:
NTCustScheduled_850_S
etTag
Notifies customer that the
change request is set to
the Scheduled status.
Requester Change
Re-scheduled
CHG-CRQ-
RequesterNonSG-
RFCRescheduled
CHG:CRQ:StatusDraft
NonSupportGrpSetTag_
110_Submit
Notifies Requester that the
change request has been
rescheduled.
Requester Change
Re-scheduled
CHG-CRQ-
Requester-
RFCRescheduled
CHG:CRQ:
StatusDraftSetTag_
100_Submit
rescheduled.
Requester Rejection CHG-CRQ-
RequesterNonSG-
RFCReturnedtoDraft
CHG:CRQ:StatusDraft
NonSupportGrpSetTag_
130_Submit
returned to the Draft
status.
Requester Rejection CHG-CRQ-
Requester-
RFCReturnedtoDraft
CHG:CRQ:StatusDraft-Set
Tag_120_Submit
returned to the Draft
status.
Change Coordinator
Assignment
CHG-CRQ-
Assignee-Group&Individua
l
Reassignment
CHG:CRQ:ChgAssignee-R
eassignSetTag_330_Sub
mit
Notifies change
coordinator that a change
has been reassigned to
him.
Implementer Assignment CHG-CRQ-
Implementer-
Group&Individual
Reassignment
CHG:CRQ:ChgImplement
er
ReassignSetTag_340_Sub
mit
Notifies change
implementer that a change
has been reassigned to
him.
Change Manager
Assignment
CHG-CRQ-
Manager-
Group&Individual
Reassignment
CHG:CRQ:
ChgMgrReassignSetTag_
350_Submit
Notifies change manager
that a change has been
reassigned to him.
Change Coordinator
Planning
CHG-CRQ-
AssigneeGroup-
PIPAccepted
GroupAssignment
CHG:CRQ:StatusPIPAcce
pted
CAGrpSetTag_200_Submi
t
Notifies change
coordinator group that the
the Planning In Progress
status.
Change Coordinator
Latent Completion
CHG-CRQ-
Assignee-PIPAccepted
Assignment
CHG:CRQ:
StatusPIPAcceptedCASet
Tag_
180_Submit
Notifies change
the Planning In Progress
status.
Change Coordinator
Latent Completion
CHG-CRQ-
Assignee-Latent
CHG:CRQ:
LatentCHGCloseCASetTa
g_
360_Submit
Notifies change
coordinator that a change
has been completed as a
latent change.
Change Manager Latent
Completion
CHG-CRQ-
Manager-Latent
CHG:CRQ:
LatentCHGCloseCMSetTa
g_
370_Submit
that a change has been
completed as a latent
change.
Change Manager
Re-scheduled
CHG-CRQ-
ManagerGroup-
RescheduledRFC
GroupAssignment
CHG:CRQ:
ReSchRFCCABGrpSetTag
_
400_Submit
group of change manager
assignment for a
rescheduled change
request.
Change Manager
Re-scheduled
CHG-CRQ-
Manager-Rescheduled
RFCAssignment
CHG:CRQ:
ReSchRFCCABMgrSetTa
g_
380_Submit
of change manager
assignment for a
rescheduled change
request.
Change Coordinator
Re-scheduled
CHG-CRQ-
AssigneeGroup-
RescheduledRFCGroup
Assignment
CHG:CRQ:ReSchRFCChg
AssgnGrpSetTag_410_Su
bmit
Notifies change
coordinator group of
assignment for a
rescheduled change
request.
Change Coordinator
Scheduled
CHG-CRQ-
Assignee-Rescheduled
RFCAssignment
CHG:CRQ:ReSchRFCChg
AssgnSetTag_390_Submit
Notifies change
coordinator of assignment
for a rescheduled change
request.
Approval CHG-CRQ-
Manager-Approval
Rejected
CHG:CRQ:
NotifyOnRejectApproval-C
M
Notifies the assignee that
the change has been
rejected during an
approval phase.
Approval CHG-APR-ApprovalNTForI
ndividual
AP:Notify-0000000000000
41
Notifies the approver that
the change request
requires an approval.
Approval CHG-CRQ-
ManagerGroup-
ApprovalRejected
CHG:CRQ:NotifyOnReject
Approval-CMGrp
Notifies the assignee
group that the change has
been rejected during an
approval phase.
Non-Approval Information CHG-NAN-
InformationalNon
ApprovalNTForGroup
APR:NAN:
NotifyGroup_820`!
Notifies non-approver
group that the change
request has completed an
approval process phase.
This special filter is Note:
used with approvals for
performing notifications.
InformationalNon
ApprovalNTFor
Individual
APR:NAN:NotifyIndividual_
810_NotifType`!
(support individual) that
the change request has
completed an approval
process phase.
InformationalNon
ApprovalNTFor
Individual
APR:NAN:
NotifyIndividual_810`!
(non-support individual)
that the change request
has completed an approval
process phase.
Change Coordinator
Completion
CHG-CRQ-
l
CHG:CRQ:StatusComplet
ed_
855_CA+CAGrp-SetTag
Notification to change
the Completed status.
Change Coordinator
Completion
CHG-CRQ-
Assignee-
Group&Individual
FinalReviewCompleted
ed
WReason_855_CA+
CAGrp-SetTag
coordinator that the
the Completed status and
the change request status
reason is Final Review
Complete.
Change Manager
Completion
HG-CRQ-
Manager-
Group&Individual
ed_
855_CM+CMGrp-SetTag
manager that the change
request is set to the
Completed status.
Change Manager
Completion
CHG-CRQ-
Manager-Group&
IndividualFinal
ReviewCompleted
ed
WReason_855_CM+
CMGrp-SetTag
manager that the change
Completed status and the
change request status
reason is Final Review
Complete.
RequesterNonSG-
ChangeCompletion
Notification
ed_
855_RqsterNonSupportGr
p-SetTag
Notification to Requester
that the change request is
set to the Completed
status.
Requester-
ChangeCompletion
Notification
ed_
855_Rqster-SetTag
Notification to Requester
set to the Completed
status.
Change Coordinator
Pre-planning
CHG-CRQ-
AssigneeGroup-
RFCGroupAssignment
CHG:CRQ:StatusRFCCA
GrpSetTag_
150_Submit
Notifies change
the Request for Change
status.
You can configure Note:
this setting in the change
configuration rules.
Change Coordinator
Pre-planning
CHG-CRQ-
Assignee-
RFCAssignment
CHG:CRQ:StatusRFCCAS
etTag_
140_Submit
Notifies change
the Request for Change
status.
Change Manager
Pre-planning
CHG-CRQ-
ManagerGroup-
RFCGroupAssignment
CHG:CRQ:StatusRFC_
815_CMGrp-SetTag
Request for Change
status.
Change Manager
Pre-planning
CHG-CRQ-
Manager-
RFCAssignment
CHG:CRQ:StatusRFCCM
SetTag_160_Submit
that a change request is
set to the Request for
Change status.
Change Manager Planning CHG-CRQ-
ManagerGroup-
PIPAccepted
GroupAssignment
CHG:CRQ:
StatusPIPAcceptedCMGrp
SetTag_220_Submit
Planning in Progress
status.
Change Manager Planning CHG-CRQ-
Manager-PIP
AcceptedAssignment
CHG:CRQ:
StatusPIPAcceptedCM
SetTag_190_Submit
set to the Planning in
Progress stage.
Change Coordinator
Planning
CHG-CRQ-
AssigneeGroup-
PIPAssigned
GroupAssignment
CHG:CRQ:
StatusPIPAssignedCAGrp
SetTag_230_Submit
Notifies change
the Planning in Progress
status.
Change Coordinator
Assignment
CHG-CRQ-
Assignee-
PIPAssignedAssignment
CHG:CRQ:
StatusPIPAssigned_
817_CA-SetTag
Notifies change
status.
Implementer Assignment CHG-CRQ-
ImplementerGroup-
PIPAssigned
GroupAssignment
CHG:CRQ:
StatusPIPAssignedCImpG
rpSetTag_
240_Submit
Notifies change
implementer group that the
status.
Change Manager
Assignment43
CHG-CRQ-
ManagerGroup-
PIPAssigned
GroupAssignment
CHG:CRQ:
StatusPIPAssignedCMGrp
SetTag_250_Submit
Planning in Progress
status.
Change Manager
Assignment
CHG-CRQ-
Manager-PIPAssigned
Assignment
CHG:CRQ:StatusPIPAssig
ned_
817_CSetTag
set to the Planning in
Progress status.
Change Coordinator
Scheduled For Review
CHG-CRQ-AssigneeGroup
-SFRGroupNotification
CHG:CRQ:
StatusSchedForRevCAGrp
SetTag_260_Submit
Notifies change
the Scheduled For Review
status.
Change Coordinator
CHG-CRQ-
Assignee-
SFRNotification
CHG:CRQ:StatusSched
ForRevCA_818_SetTag
Notifies change
the Scheduled For Review
status.
Change Manager
Scheduled for Review
CHG-CRQ-
ManagerGroup-
SFRGroupNotification
CHG:CRQ:StatusSched
ForRevCMGrpSetTag_280
_Submit
status.
Change Manager
Scheduled for Review
CHG-CRQ-
Manager-
SFRNotification
CHG:CRQ:StatusSched
ForRevCMSetTag_270_S
ubmit
set to the Scheduled For
Review status.
Implementer Planning CHG-CRQ-
Implementer-
PIPAssigned
Assignment
CHG:CRQ:StatusPIPAssig
ned
CImpSetTag_210_Submit
Notifies change
implementer that the
Planning in Progress and
status reason is Assigned,
or the change request is
set to Planning in Progress
and the status reason is
set to Assigned from
Accepted. This request
does not include a task.
Implementer Scheduled CHG-CRQ-
ImplementerGroup-
ScheduledGroup
Assignment
CHG:CRQ:StatusSchedule
d_
850_CImpGrp-SetTag
Notifies change
implementer group that the
Implementer Scheduled CHG-CRQ-Implementer-S
cheduledAssignment
d_
850_CImp-SetTag
Notifies change
implementer the change
Scheduled status.
Change Coordinator
Scheduled
CHG-CRQ-
AssigneeGroup-
ScheduledNoImpact
GroupNotification
d
NoImpct_850_CAGrp-SetT
ag
Notifies change
No Impact change request
is set to the Scheduled
status.
Change Coordinator
Scheduled
CHG-CRQ-
Assignee-Scheduled
NoImpact
Notification
d
NoImpct_850_CA-SetTag
Notifies change
coordinator that the No
Impact change request is
set to the Scheduled
status.
Change Manager
Scheduled
CHG-CRQ-
ManagerGroup-
ScheduledNoImpact
GroupNotification
d
NoImpct_850_CMGrp-Set
Tag
group that the No Impact
Change Manager
Scheduled
CHG-CRQ-
Manager-Scheduled
NoImpact
Notification
d
NoImpct_850_CSetTag
group that the No Impact
Requester Change
Scheduled
CHG-CRQ-
RequesterNonSG-
Scheduled
Notification
d_
850_RqsterNonSupportGr
p-SetTag
Notifies non-support staff
member that the change
Scheduled status.
Requester Change
Scheduled
CHG-CRQ-
Requester-Scheduled
Notification
d_
850_Rqster-SetTag
Notifies member of the
support staff that the
Change Coordinator
Completion
CHG-CRQ-
l
FinalReview
Completed
ed
WReasonWTsk_856_CA+
CAGrp-SetTag
Notifies change
the Completed status with
a status reason of Final
Review Complete. All
tasks in the request have
been completed.
Note: You can configure
Cancellation CHG-CRQ-
Assignee-Cancellation
Notification
d_
858_Assignee-SetTag
Notifies the Change
Coordinator that the
Cancelled status.
Cancellation CHG-CRQ-
Manager-Cancellation
Notification
d_
850_Manager-SetTag
Notifies the Change
Manager that the change
request is set to Cancelled
status.
Cancellation CHG-CRQ-Assignee-Canc
ellationNotification
d_
858_Assignee-SetTag
Notifies the assignee that
the change request has
been cancelled.
Cancellation CHG-CRQ-Manager-Canc
ellationNotification
d_
850_Manager-SetTag
Notifies the Change
has been cancelled.
SLA Response Escalated
Notification
CHG-SLM-
CHGMGRNTFY
CHG:CRQ:NTMgrSLMEsc
_
851_SetTag
Notifies the Change
is reaching the next
milestone.
Unavailability Restored AST-CRQNotify
ChangeCIUARestored
INT:ASTCHG:AAA:Notify
CIUARestored_
Change_120_SubmitNTE
Notifies the user that the
unavailable CI related to
the change is now
available.
Change Coordinator
Approval Rejection
CHG-CRQ-ApprovalReject
ionNT
ForCHGAssignee
Approval-CA
Notifies the Change
Coordinator when the
Approver request for the
Change Request is
Rejected.
Change Coordinator
Approval Rejection
ionNT
ForCHGAssigneeGroup
Approval-CAGrp
Notifies the Change
Coordinator group when
the Approval for Change
Request is Rejected.
Change Manager Approval
Rejection
ionNT
ForCHGManagerGroup
Approval-CMGrp
Notifies the Change
Manager group when the
Change Request approval
is Rejected.
Change Manager Approval
Rejection
ionNT
ForCHGManagerIndividual
Approval-CM
Notifies the Change
Manager when the
Change Request approval
is Rejected.
Change Coordinator
Completion
CHG-CRQ-Assignee-Grou
p&IndividualClosureNotific
ation
CHG:CRQ:StatusClosed_
855_CA
+CAGrp-SetTag
Notifies the individual or
the Change Coordinator
group when the Change
Request has been Closed.
Change Coordinator
Completion
p&IndividualCompletion
WithTaskNotification
ed_855
_CA+CAGrp-SetTag
Request has been
Completed
Change Coordinator
Planning
p&IndividualPendingNotific
ation
CHG:CRQ:StatusPending
_855
_CA+CAGrp-SetTag
Request is Pending.
Change Coordinator
Assignment
CHG-CRQ-AssigneeGroup
-RFAGroupAssignment
CHG:CRQ:StatusRFACAG
rpSetTag_
150_Submit
Notifies the Change
Coordinator whenever a
new Change Request is
assigned to it
Change Coordinator
Scheduled
CHG-CRQ-Assignee-IIP CHG:CRQ:StatusIIPCASet
Tag_
140_Submit
Notifies the Change
Coordinator when the
Change Request is
processed for
Implementation.
Change Coordinator
Assignment
CHG-CRQ-Assignee-
RFAAssignment
CHG:CRQ:StatusRFACAS
etTag_
140_Submit
Notifies the Change
Coordinator when he or
she is assigned as the
Change Coordinator.
Change Manager
Completion
CHG-CRQ-Manager-Grou
p&IndividualClosure
Notification
CHG:CRQ:StatusClosed_
855_
CM+CMGrp-SetTag
Notifies the Change
Manager when the change
is closed.
Change Manager Planning CHG-CRQ-Manager-Grou
p&IndividualPendingNotific
ation
CHG:CRQ:StatusPending
_855_
CM+CMGrp-SetTag
the Change Manager
Request is Pending.
Change Manager
Assignment
CHG-CRQ-ManagerGroup
-RFAGroupAssignment
CHG:CRQ:StatusRFA_81
5_
CMGrp-SetTag
Notifies the Change
Manager Group when they
are assigned as the
Change Manager Group
for the Change Request.
Change Manager
Scheduled
CHG-CRQ-Manager-IIP CHG:CRQ:StatusIIPCMSe
tTag_
160_Submit
Notifies the Change
Manager when the
Change Request is
processed for
Implementation.
Change Manager
Assignment
CHG-CRQ-Manager-RFA
Assignment
CHG:CRQ:StatusRFACM
SetTag_
160_Submit
Notifies the Change
Manager when he or she
is assigned as the Change
Manager.
Change Manager
Predecessor Completion
CHG-CRQ-PredecessorSt
atusInformation
CHG:CHA:NotifyICComplt
_801_
PNPC
Notifies the Change
Manager of a Change
Request when the
Predecessor Change
Request of that Change
Request is completed.
SLA Response Escalated
Notification
CHG-SLM-CHGMGRNTF
Y
CHG:CRQ:NTMgrSLMEsc
_851_
SetTag
Notifies the Change
Manager when the
Change Request is
reaching the milestone
Task Cancellation CHG-TSK-Implementer-Ta
skCancellation
TMS:TAS:StatusCanceled
CallNotifyGuide
Notifies the Task
AssigneeGroup when the
task is cancelled by the
Change Manager.
Release Management notification events
The following notification events are related to release management. Configure the rules in which the support staff is
notified in the Release Notification Rules form. For example, you can configure that the release manager is notified
when the Milestone of a release is set to and the Status is set to . Planning Planning Approval
Release Management notification events
Release Assigned RMS-APR-ApprovalNTForI
ndividual
Not Applicable Notifies support staff
individual that a release
has been assigned to him
or her.
Release Updated RMS-RLM_Requester-Rel
easeCompletionNotificatio
n
Not Applicable Notifies requester that the
release request has been
completed by the support
staff.
Activity module notification events
The following notification events are related to the activity module. Configure the rules in which the support staff is
notified in the Activity Notification Rules form.
Activity module notification events
Activity Assigned AAS_AAS_Assigned_Grou
p
Not Applicable Notifies support staff group
that an activity has been
assigned to them.
Activity Assigned AAS_AAS_Assigned_Indiv
idual
Not Applicable Notifies support staff
individual that an activity
has been assigned to him
or her.
Activity Status Changed AAS_AAS_StatusChanged Not Applicable Notifies support staff that
the status of an activity
has been changed.
Task Management System notification events
The following table describes Task Management System notification events:
Task Management System notification events
Task Assigned TMS_TAS_
Assigned_Individual
TMS:TAS:
Assignment_StartPost
AssignmentProcess
Notifies assignee when the
assignment engine
modifies the task and the
Assignee+ field is not
empty. No notifications are
sent to the assignee
group.
Assigned_Individual
TMS:TAS:
Assignment_StartManual
AssignmentProcess
Notifies assignee when
you modify a task if you
enter a different assignee
from the Assignee+ field.
The new assignee cannot
match the previous
assignee. No notifications
are sent to the assignee
group.
Assigned_Individual
TMS:TAS:
Assignment_StartManualA
ssignment
Process_Submit
creating a task if you enter
an assignee in the
Assignee+ field. No
notifications are sent to the
assignee group.
If a notification is Note:
created but does not have
a status of Assigned, and
Notify Assignee is set to
Yes, a notification is not
sent out.
Assigned_Group
TMS:TAS:
Notification_AssignedToGr
oup_
CallGUIDE
Group when the Task
status is changes to
Pending and the Status
Reason is set to
Assignment.
Task Status Changed TMS_TAS_
StatusChanged
TMS:TAS:
StatusChanged
CallNotifyGuide
you modify a task and
change its status. If there
is no assignee specified in
the Assignee+ field, the
assignee group is notified.
BMC Asset Management notification events
The following table describes BMC Asset Management notification events:
Asset Management notification events
Approval AST-APR-
ApprovalNTFor
Individual
AST:ARD:
NewApprovalNotification-P
arseApprovers-
NotifySupport`!
Notifies the requester's
manager that a purchase
requisition requires
approval.
Asset Scheduled
Maintenance
AST-AVI-
AssetScheduled
Maintenance
AST:Asset Schedule
View_NotifyofExpire04_
Asset
Notifies Asset Manager of
next scheduled
maintenance/audit date for
an Asset.
Bulk Inventory Reorder AST-AIQ-
BulkInventoryReorder
ASI:AIQ:
NotifyReorder_803
Notifies either Group
Owner or Inventory Owner
that a bulk item needs to
be reordered.
CI Status Change AST-SHR-
ConfigItemStatus
Change
ASI:AEO:
NotifyPeople_850_`!
Notifies individual or group
when a CI changes key
attributes; status,
Company, Product
categorization, Product
Name and Model/Version.
Configuration Item
Approval
AST-ANF-
ConfigurationItem
Approval
AST:ANF:
StartApprovalProcess_600
Notification message is
hard coded in this filter.
Message tag in
SYS:Notification
Messages form is not
used.
Configuration Scheduled
Maintenance
AST-AVI-
ConfigurationScheduled
Maintenance
AST:AVI:
NotifyofExpire_804_
Asset
Notifies Asset Notification
Contract of next scheduled
maintenance date for a
configuration.
Contract Expiration AST-CON-
OwnerGroup-ContractExpi
ry
AST:CTB:
SendExpiredMsgGrp04`!
Notifies the Contract
Owner Group when the
current date is later than
the Contract Expiry Date.
Contract Expiration
Warning
AST-CON-OwnerGroup-C
ontractExpiryWarning
AST:CTB:
NotifyofExpire04`!
AST:CTB:
NotifyofExpireGroup04`!
Notifies the Contract
Owner Group or Individual
when the current date is
within the specified
number of days of the
Contract Expiry Date.
Resolution Escalation AST-AOT-
AssigneeOLAResolution
Escalation
AST:AOT:
NTOLAAssignee_812_
SetTag
Notifies the designated
group or individual when
an Unavailability record is
not Restored and the time
allotted for resolution by
the corresponding OLA
has elapsed.
GroupOLAResolution
Escalation
AST:AOT:
NTOLAAssignGrp_815_
SetTag
Notifies the assigned
group when an
Unavailability record is
escalated for OLA
resolution.
AssigneeSLA
AST:AOT:
NTSLAAssignee_816_
SetTag
Notifies the assignee when
an Unavailability record is
escalated for SLA
resolution.
GroupSLA
AST:AOT:
NTSLAAssignGrp_811_
SetTag
Notifies the assignee
group when an
escalated for SLA
resolution.
SVTAssignMgr
GroupResolutionEscalatio
n
AST:AOT:
NTSSVTMgrAssignGrp_
816_SetTag
assignee group availability
manager when an
escalated for SLA
resolution.
Unavailability Assignment AST-AOT-
CIUAAssigneeAssignment-
NoXREF
AST:AOT:
NTAssignee-NoXR_805
Notifies the assignee of an
open Unavailability record
when the assignment
changes and is not
cross-referenced to
another request.
CIUAAssigneeAssignment-
XREF
AST:AOT:
NTAssignee-XREF_800
Notifies the assignee of an
open Unavailability record
when the assignment
changes and is
cross-referenced to
another request.
CIUAGroupAssignment-
NoXREF
AST:AOT:
NTAsgGrp-NoXREF_815
group of an open
Unavailability record when
the assignment changes
and is not
cross-referenced to
another request.
CIUAGroupAssignment-
XREF
AST:AOT:
NTAsgGrp-XREF_810
group of an open
Unavailability record when
the assignment changes
and is cross-referenced to
another request.
Configuration Item
Approval
AST-ANF-
ConfigurationItem
Approval
AST:ANF:NotifyExpireIndi
v805
AST:ANF:NotifyExpireGrp
_804
Notifies approving
manager that
Configuration Catalog Item
requires approval.
Configuration Scheduled
Maintenance
AST-AVI-
ConfigurationScheduled
Maintenance
AST:AVI:
NotifyofExpire_804_Config
next scheduled
maintenance date for a
configuration.
Asset Scheduled
Maintenance
AST-AVI-
AssetScheduled
Maintenance
AST:AVI:
NotifyofExpire_804_Asset
next scheduled
maintenance/audit date for
an Asset.
License Management notification events
The following table describes License Management notification events:
License Management notification events
Certificate Breach Warning AST-ALC-
CertificateLevel1
BreachWarning
AST:ALC:
BreachLevel01Warning_
850_SetNotifTag
Notifies support staff that
the license certificate is
approaching Level 1
Breach.
Certificate Breach Warning AST-ALC-
CertificateLevel2
BreachWarning
AST:ALC:
BreachLevel02Warning_
850_SetNotifTag
the license certificate is
approaching Level 2
Breach.
Certificate Historical AST-ALC-
CertificateExpiration
AST:ALC:
StatusExpired_
850_SetNotifTag
the license certificate has
expired.
Certificate Historical AST-ALC-
Certificate
Historical
AST:ALC:
StatusHistorical_
850_SetNotifTag
the status of the license
certificate has been set.
Certificate Notification
Warning
AST-ALC-
Notification
Warning
AST:ALC:
NotificationWarning_
850_CallNotifGuide
the license certificate will
expire at a set date.
Certificate Out of
Compliance
AST-ALC-
CertificateOutOf
Compliance
AST:ALC:
ComplianceStatus_
850_SetNotifTag
the license certificate is out
of compliance.
Certificate Owner
Assignment
AST-ALC-
CertificateOwner
Assignment
AST:ALC:
OwnerSupportGroup
Assignee_
850_SetNotifTag
Notifies support staff
individual that the license
certificate has been
assigned to him or her.
Certificate Owner
Assignment
AST-ALC-CertificateOwner
GroupAssignment
AST:ALC:
OwnerSupportGroup_
850_SetNotifTag
Notifies support staff group
that the license certificate
has been assigned to
them.
Global notification events
The following table describes the Global notification event:
Global notification event
Reminder Notification FND-REM-ReminderNotifi
cation
CFG:SMI:SendReminder_
800
Reminder
BMC Knowledge Management notification events
BMC Knowledge Management users receive notifications
depending on the event type according to the information
contained in the following table:
Notification event list
Notification event Description Message tag Recipients
Knowledge Assignment Article assignment
changes
RKM-KAM-AssigneeAssig
nment
Article Assignee
Knowledge Ownership
Assignment
Article ownership changes RKM-KAM-OwnerAssignm
ent
Article Owner
Knowledge Cancel
Request
Request to cancel an
article is sent
RKM-KAM-CancelRequest Article Assignee, Watch
List subscriber
Knowledge Cancel
Rejection
Request to cancel an
article is rejected
RKM-KAM-CancelRejectio
n
Article Assignee, Watch
List subscriber
Knowledge Retire
Rejection
Request to retire a
published article is
rejected
RKM-KAM-RetireRejection Article Assignee, Watch
List subscriber
Knowledge Publish
Rejection
Request to publish an
article is rejected
RKM-KAM-PublishRejectio
n
List subscriber
Knowledge New Version New version of a published
article is created
RKM-KAM-NewVersion Watch List subscriber
Knowledge Update
Request
Update request is received RKM-KAM-UpdateRequest Article Assignee, Watch
List subscriber
Knowledge Feedback Feedback is received RKM-KAM-Feedback Watch List subscriber
Knowledge New Article Article is created RKM-KAM-NewArticleCrea
ted
List subscriber
Knowledge Review
Required
Article review is required RKM-KAM-ReviewRequire
d
Article Assignee
Knowledge Changed Article is edited RKM-KAM-ArticleChanged Watch List subscriber
Knowledge Status change Article status is changed RKM-KAM-StatusChanged Article Assignee, Watch
List subscriber
Note
When you click to create a new version of an existing knowledge article, New Version
theKnowledge Changed event is triggered along withKnowledge New Version. As a result, two
separate notifications are generated.
BMC Service Request Management notification events
The following table describes BMC Service Request Management notification events:
Note
For On Behalf Of requests, notifications are sent to the Requested For name specified in the only
service request, and not to users specified in fulfillment requests. For example, a service request
is submitted on behalf of Mary Manager, and a work order is generated automatically. If the
contact name in the work order is changed to Bob Backline, Bob's name is not passed back to
the service request. Notifications are still sent to Mary, and not to Bob.
Service Request Management notification events
Request Submitted SRM-REQ-Submitted-Req
ForBy
SRM:REQ:NTRequesterS
ubmitted_
OnSubmit_SetTag
SRM:REQ:NTRequestedF
orSubmitted_
OnSubmit_SetTag
Notifies requesters when
they submit a request for
themselves. If the request
was submitted on behalf of
another user, notifies both
the submitter and the On
Behalf Of user.
Request Status Changed SRM-REQ-Request_Reop
en
SRM:REQ:NTMgr_On_Re
open_SetTag
Notifies the Request
Manager when the service
request is re-opened.
Request
Status
Cancelled
SRM-REQ-StatusCancelle
d_ReqForBy
SRM:REQ:NTRequesterSt
atusUpdated_
Cancelled_SetTag
SRM:REQ:NTRequesterF
orStatusUpdated_
Cancelled_SetTag3
Notifies Requester when
the request is cancelled.
Notifies Requested For
when the request is
cancelled.
Request
Status
Completed
SRM-REQ-StatusComplet
ed_ReqForBy
atusUpdated_
Completed_SetTag
orStatusUpdated_
Completed_SetTag
the request is Completed.
when the request is
Completed
Request
Status
Rejected
SRM-REQ-StatusRejected
_ReqForBy
atusUpdated_
Rejected_SetTag
orStatusUpdated_
Rejected_SetTag
the request is Rejected.
when the request is
Rejected.
Work Order Assignee
Assignment
WOI-WOI-Assignment_As
signee_Group_
Notification
WOI:WOI:NTNotifyAssigne
eGroup_
Modify_CALL GUIDE
Group when the Request
Assignee when the
support group is updated
and not assigned to any
individual Request
Assignee.
Work Order Assignee
Assignment
WOI-WOI-Assignment_
Assignee_
Group_ Notification
WOI:WOI:NTNotify
AssigneeGroup_
Submit_CALLGUIDE
Group when the Work
Order is Submitted and the
Assignment Engine is not
set to Yes in the Work
Order Rules.
Work Order Manager
Assignment
WOI-WOI-Assignment_
Notification
WOI:WOI:NTNotify
AssigneeManager_
CALLGUIDE
Notifies the Work Order
Manager (Request
Manager) when the Work
Order is Assigned.
Work Order Manager
Assignment
WOI-WOI-Assignment_
Manager_
Group_ Notification
WOI:WOI:NTNotify
AssigneeManager Group
work order status is
updated to In Progress
and the work order is not
assigned to any Request
Manager.
Work Order Manager
Assignment
WOI-WOI-Assignment_
Manager_
Group_ Notification
WOI:WOI:NTNotify
AssigneeManager
Group_Modify_CALL
GUIDE
Request Manager Support
group name is updated
and not assigned to any
individual manager.
Work Order Manager
Assignment
WOI-WOI-Assignment_
Manager_
Group_ Notification
WOI:WOI:NTNotify
AssigneeManager
Group_Submit_CALL
GUIDE
Work Order is submitted
and Assignment Engine
integration is not set to
Yes in the work order
rules.
Work Order Status
Cancelled
WOI-WOI-Status
Cancelled_ReqForBy
WOI:WOI:NTNotify
RequestedForOn
Cancelled
Notifies the Requested For
(Customer) user when the
work order moves to the
Cancelled state.
Work Order Status
Completed
WOI-WOI-Status
Completed_ReqForB
WOI:WOI:NTNotify
RequestedForOn
Completed
Completed state.
Work Order Status In
Progress
WOI-WOI-Status Approved WOI:WOI:NTNotify
RequestedForOn
InProgress
work order moves to the In
Progress state.
Work Order Status
Pending
WOI-WOI-Status Updated WOI:WOI:NTNotify
AssigneeGroup_
onStatusChanged
Notifies Assignee Group
when the Work Order
Status is moved to
Rejected or Cancelled
state and the work order is
not assigned to an
individual Request
Assignee. The Notification
is sent only when Request
Assignee Support Group is
different from the Request
Manager Support Group.
Work Order Status
Pending
WOI-WOI-StatusUpdated WOI:WOI:NTNotify
AssigneeManager_
onStatusChanged
Notifies the Work Order
Manager (Request
Manager) when the work
order is rejected or
cancelled.
Work Order Status
Pending
AssigneeManager
Group_onStatus Changed
request is moved to the
Rejected or Cancelled
state and not assigned to
any individual manager.
Work Order Status
Pending
RequestedForOn Pending
Pending state.
Work Order Status
Rejected
WOI-WOI-Status
Rejected_ReqForBy
WOI:WOI:NTNotify
RequestedForOn Rejected
Rejected state.
Work Order Submit WOI-WOI-Submitted-Requ
estedForBy
WOI:WOI:NTNotify
RequestedByOnSubmit_2
Notifies the Requested By
(Contact) user on
submission of a work
order.
Work Order Submit WOI-WOI-Submitted-Requ
estedForBy
WOI:WOI:NTNotify
RequestedFor_1
(Customer) user on
submission of a work
order.
Request Response
Escalation
SRM-REQ-Approver_Notifi
cation
SRM:REQ:Notify_Approve
r
Notifies the Approver when
the request requires an
approval.
Request Status Changed SRM-REQ-StatusUpdated SRM:REQ:NTRequesterSt
atusUpdated_
Planning_SetTag
the request is moved to
the Planning state.
Request Status Changed SRM-REQ-Request_Reop
en
atusUpdated
_Reopen
the request is re-opened.
Request Status Changed SRM-REQ-StatusUpdatedI
nProgress
atusUpdated
InProgress_SetTag
the request is
moved to the In Progress
state.
Request Status Changed SRM-REQ-StatusUpdated
Completed
atusUpdated_
Completed_SetTag
the request is
Completed.
Request Status Changed SRM-REQ-StatusUpdated
Cancelled
atusUpdated_
Cancelled_SetTag
the request is cancelled.
Paging notification forms define how a pager is contacted. This section provides the following information:
Access point for the Notifications custom configuration
Customizing support staff notification preferences
Working with country codes
Working with numeric pager prefixes
The custom configuration for notifications is accessed from the expandable Foundation > Notification Engine
command list on the tab of the Application Administration Console. Custom
Tip
Carefully read the instructions for notifications in the rest of this section before using the
configuration commands in the expandable list and the Foundation > Notification Engine Peop
command. le > People
1.
2.
3.
Customizing support staff notification preferences
You can customize an individual's notification preferences. This section describes the following tasks:
Changing notification availability and language
Setting notification preferences
Creating pager settings for support staff
Notification preferences vary by module, such as the BMC Asset Management and BMC Change Management
applications, and by event, such as asset scheduled maintenance. Default notification preferences are predefined
for each module and event. If the default settings meet your needs, you do not need to customize the preferences.
Paging notification forms define how a pager is contacted.
Changing notification availability and language
You can enable notifications for an individual and set the language in which notifications are to be delivered.
To change notification availability and language
3.
4.
5.
6.
1.
2.
3.
4.
5.
Select the person, and then click the tab. Notifications
The system default notification preferences appear in the table. Notifications
Specify the following values:
Notification Availability Select the appropriate value for the person.
Notification Language Select the language for the notifications received by the person. If this field
is blank, English is used as the notification language.
Tip
The rest of the fields on this tab are used to configure pager preferences. For
more information, see . Creating pager settings for support staff
Click . Save
Related topic
Setting notification preferences
This topic describes how to set notification preferences, which are defined on the tab of an individual's Notifications
people record.
Note
Alert is the Default notification method specified for all notification events on the
NTE:CFG-Notification Events form. This default overrides the notification method specified on
the CTM:People form. An AR System Administrator can change this, however, by specifying
Email in the Remedy Notification Method field for each defined event on the NTE:CFG-Notificatio
form. n Events
To set notification preferences
form appears.
Select the person.
On the tab, click . The Notification Preferences form Notifications Update Notification Preferences
appears.
5.
6.
7.
8.
9.
10.
11.
a.
Notification Preferences form
Click . The fields in the Notification Preferences form are cleared. Notification Preference entries are Create
based on the information in the Module and Notification Event fields. You can use the support fields to further
customize when a notification will be sent.
Select the module for which to customize a notification, such as BMC Asset Management or the Problem
Management feature of BMC Service Desk.
Select the Notification Event for the customization. Notification events that are available vary based on the
module you select.
You can optionally further classify this event by selecting information in the support fields. For example, you
can specify that assignment notifications be received for specific groups that the person is related to and not
others.
Select a status.
Select or for the following required fields: Yes No
In the field, select to receive pager notifications for the specified event and Pager Notification Yes
11.
a.
b.
c.
d.
12.
13.
14.
module.
In the and fields, select to use business hours Use Business Hours Use Business Holidays Yes
and holidays for notifications.
Note
The and fields should be used Use Business Hours Use Business Holidays onl
for pager notifications. y
In the field, select if you do not want to receive individual notifications Individual Notifications No
about assignments for the selected event and module.
In the field, select if you do not want to receive group notifications about Group Notifications No
assignments for your group for the specified event and module.
Select the notification method for the selected event and module. Your choices are as follows:
Notification method Description
None You do not want to receive any form of notification.
Alert You will receive a notification through BMC Remedy
Alert.
Email You will receive an email notification.
(clear) Clears the selection in this field.
Tip
A notification event can be used with pager notifications. For example, you can receive a
pager notification and an email notification for a specified event and module.
Click to add this custom notification to the Notification Preferences table. Add
Note
Custom notification preferences appear in the Notification Preferences table with User as
the Notification Type. System-defined notification preferences have System Default as the
Notification Type. System Default notification preferences cannot be modified or removed
from the list. Custom notification preferences take precedence over the system defaults
when the application determines how to send notifications to a person.
To make modifications to a customized notification preference, select the preference and then click . Modify
To delete a notification preference, select the item to delete, and then click . Delete
Note
Only fields on the right column of the tab and for entries that have a Notification Event
Notification Type (column) of can be modified. User
15.
16.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
1.
To add more notification preferences, repeat step 6 through step 12 until you have finished.
Click . Close
Tip
To enable the Delete button in the Notification Preferences form after you have created a
notification preference, click next to Select a Mode. View
Related topic
Creating pager settings for support staff
You can specify pager settings on the tab of the People form. Pager notifications are used only as a Notifications
backup notification method. Primary notification preferences are listed in the table on the left of the Notifications tab.
To create pager settings
form appears.
Select the person, and then click the tab. Notifications
Select a pager service provider.
To enter the person's personal pager number, click in the field and press . The Notification Pager Enter
Phone details dialog box appears.
In the Phone details dialog box, enter the pager phone number, including the Personal Identification Number
(PIN), if there is one, and then click . OK
On the People form, enter the pager email if the service provider offers paging using email.
Optionally, select the notification availability and notification language.
Click . Save
Related topic
Working with country codes
The country code option maps area codes to system dialing codes so they can be used to forward generated
notifications to pagers. You can set the dialing feature to use the country code, or you can define the dialing feature
so that it does not use the country code for specified area codes.
To create country codes
1.
2.
3.
4.
5.
6.
1.
2.
3.
4.
5.
6.
a.
b.
c.
1.
2.
3.
4.
5.
6.
From the Application Settings list, choose , and Foundation > Notification Engine > Country Code Option
then click . The Configure Country Code Option form appears. Open
Enter an area code.
Select whether this area code should be dialed using country codes.
Set the status to Enabled.
Click . Save
To modify or delete country code information
From the Application Settings list, choose , and Foundation > Notification Engine > Country Code Option
then click . Open
From the Country Code Option form, search for the country code that you want to modify or delete.
Select the country code from the list.
If you want to modify the country code, modify it and click . Save
If you want to delete the country code, select it and perform the following actions:
Set the status to Delete.
Click . Save
In your browser, click . Delete
Related topic
Working with numeric pager prefixes
The numeric pager prefix indicates the form from which the notification automatically originated.
To create a numeric pager prefix
From the Application Settings list, choose , and Foundation > Notification Engine > Numeric Pager Prefix
then click . The Configure Numeric Pager Prefix form appears. Open
Select the Status.
Select the form name.
In the field, enter information to define the page. Numeric Pager Prefix
Click . Save
Users who are set up to receive application notifications on a numeric pager receive the prefix specified in
the field if the notification is generated from the form that you specified. This prefix is Numeric Page Prefix
sent only if the notification is generated automatically from the application. It is not used for manual pages
from the form.
1.
2.
3.
4.
5.
6.
a.
b.
c.
1.
2.
To modify or delete a numeric pager prefix
From the Application Settings list, choose , and Foundation > Notification Engine > Numeric Pager Prefix
then click . Open
From the Configure Numeric Pager Prefix form, search for the pager prefix you want to modify or delete.
Select the pager prefix from the list.
If you want to modify the pager prefix, modify it and click . Save
If you want to delete the pager prefix, select it and perform the following actions:
Set the status to . Delete
Click . Save
Note
You need BMC Remedy AR System Admin permission to complete this action.
Related topic
You must define notification methods because different pager services have different notification methods. To
complete this information accurately, see the documentation for the paging software that your organization uses.
To configure a pager service
To modify or delete a pager service
Related topic
To configure a pager service
From the Application Settings list, choose , and then Foundation > Notification Engine > Pager Service
click . The Pager Service Provider Configuration form appears. Open
2.
3.
a.
b.
c.
d.
e.
f.
Pager Service Provider Configuration form
To add an entry for the list on the field on the tab of the People form, Pager Service Provider Notifications
do the following tasks:
Set the status to . Enabled
Enter the entry name in the field. Pager Service Provider Menu
Enter the pager service provider. The paging software that you use should have an entry for each of
the providers that are created within this form. See the documentation provided by your paging
software to determine how to set up the pager provider parameters.
Select the pager parameter requirements.
Set the pager type.
The field is used to pass information to the paging software. The Run Process Command Run
field and flag fields are used to build a statement. An example command is: Process Command
3.
f.
g.
h.
d:\telalert\telalrtc -host 192.168.1.20 -pin
_pagerPinNumber_ -m
This is the message" -c PageMartSNPPTextPager.
In this example, specifies the host IP address of the paging server. The -host 192.168.1.20
information after each flag is passed by the notification engine to the paging software.
Enter the paging flags and the pager email suffix. Each paging software application requires different
flags, such as Pin, Provider, and Message. Usually, Pin is , Provider is , and Messages are -pin -c -
. m
Copy the paging software client to your BMC Remedy ARSystem server so that the run process
command can be executed. A symbolically linked directory can also handle this.

3.
h.
1.
2.
3.
4.
5.
6.
a.
b.
c.
To modify or delete a pager service

From the Application Settings list, choose , and then Foundation > Notification Engine > Pager Service
click . Open
From the Pager Service Provider Configuration form, search for the pager service you want to modify or
delete.
Select the pager service from the list.
If you want to modify the pager service, modify it and click . Save
If you want to delete the pager service, select it and perform the following actions:
Set the status to . Delete
Click . Save
Related topic
Assignment is based on organization, location, service, and product categorization. Assignments are also
associated with the application in which they are used.
An assignment can be broadly or narrowly defined, and can apply to all or only specific BMC Remedy ITSM
applications.
Configure BMC Remedy ITSM Suite assignments solely from the Application Administration
Console. Do not configure BMC Remedy ITSM Suite assignments from either the BMC Remedy
Assignment Engine Console or from "back-end" forms, because this might cause the application
to not assign requests as expected.
Group assignment
Setting up auto-assignment for groups
Assignment events
Automatic assignment to individuals

1.
2.
Group assignment
This procedure describes how to create a group assignment.
To create a group assignment
From the Application Settings list, choose Foundation > Configure Assignment > Configure Application
, and then click . The Configure Assignment form is displayed. Assignment Open
Configure Assignment form
2.
3.
4.
5.
6.
7.
8.
To change the form to New mode, click on the form in a browser. New Request
In the field, select the type of assignment entry. Event
Select a status for the assignment. For an active assignment, the status should be . Enabled
Optionally, you can select a sort order.
The assignment is placed in order, based on the number selected. When two or more assignment rules
match the criteria, the one that has a greater sort order is given preference. Generic assignments should
have a lower sort order and specific assignments should have a greater sort order.
In the Assignment area, select the support company, support organization, and assigned group to use for
assignment.
In the Routing Order area, as an advanced feature you can further specify when this assignment entry should
be used for the automated assignment. When a BMC Remedy ITSM application uses the routing order,
which is a feature of many of the main ticketing forms, it uses information from the form to find an assignment
8.
9.
10.
entry and, in turn, the support group for assignment.
The and fields are required. Contact Company Company
You can map the Assignment entry using the following data structures:
Organization
Location
Operational Categorization
Note
Operational Categorization is not used in the BMC Asset Management
application.
Product Categorization
In the Available Systems area, select the BMC Remedy ITSM applications and modules to which to apply the
assignment entry. For example, you can create an assignment entry that applies only to the Incident
Management feature of the BMC Service Desk application. This enables you to select different support
groups for assignment, even if the mapping selections are the same.
Click . Save
Setting up auto-assignment for groups
You can configure assignment routing so that the system automatically assigns records, such as problem
investigations or change requests, to the appropriate support group. To automatically assign issues or requests to a
group, use the Group Assignment form.
When a BMC Remedy ITSM application uses the routing order, it uses form information to find an assignment
record and to select the support group for assignment.
Using the BMC Remedy Assignment Engine application, which is packaged with BMC Remedy ITSM, you can
define criteria to automatically assign an issue to a specific individual from the available people. For more
information about the Assignment Engine, see . Assigning requests with the Assignment Engine
To remove an individual from auto-assignment, set the field on the People record to . Assignment Availability No
Related topics
Assignment events
The following table describes the assignment events:
Assignment events
Event Available systems Form assignment Description
- General - BMC Change
Infrastructure Change Used to assign a change
request to the change
implementer.
- General - Incident Management
feature of BMC Service
Desk
User Service
Restoration
User Service Request
Infrastructure
Restoration
Infrastructure Event
Incident Used to assign an incident
for resolution.
- General - Problem Management
Desk
Known Error Used to assign a known
error assignee to maintain
the accuracy of the known
error information.
Desk
Problem Investigation Used to assign a problem
assignee to investigate the
problem.
Desk
Solution Database Used to assign a solution
entry to the solution
assignee for completeness
and verification.
- General - Purchase Requisition Purchase Requisition Used to assign a purchase
requisition.
Incident Owner Incident Management
Desk
User Service
Restoration
User Service Request
Infrastructure
Restoration
Infrastructure Event
Incident Used to assign an incident
owner for an incident.
Infrastructure Change
Coordinator
BMC Change
coordinator for an
infrastructure change.
Manager
BMC Change
manager for an
infrastructure change.
Problem - Coordinator Problem Management
Desk
Known Error Used to assign a problem
coordinator to a known
error.
Problem - Coordinator Problem Management
Desk
Problem Investigation Used to assign a problem
coordinator to a problem
investigation.
Solution
Assignment
Problem Management
Desk
Solution Used to assign a solution
database entry.
Task Assignee Task Management System Task Used to assign a task to
the task implementer.
Unavailability Assignment BMC Asset Management
application
Unavailability Update Used to define CI
unavailability.
Activity Assignee Release Management
module
Activity Used to assign an activity
assignee for an activity.
Release Coordinator Release Management
module
Release Used to assign a release
coordinator for a release
request.
Automatic assignment to individuals
In addition to configuring group assignment, you can use the predefined assignment processes provided with BMC
Remedy ITSM that use the BMC Remedy Assignment Engine for automatic assignment to individuals.
Advanced administrators can also define custom individual assignment information for the BMC Remedy
Assignment Engine.
For more information about configuring the BMC Remedy Assignment Engine, see Assigning requests with the
. Assignment Engine
This section describes how administrators can simplify processes by creating templates. It describes the procedures
required to create change, release, activity, and incident templates.
Creating templates
Modifying and deleting templates
Configuring change templates
Configuring release templates
Configuring activity templates
Configuring Incident Management templates
Modifying Incident Management templates
1.
2.
3.
4.
a.
Managing knowledge article templates
A template is a predefined process that provides default settings for your forms. As an administrator you can create
templates for your users so that they can more easily create change, release, incident, and/or activity requests.
Recommendation
The values that the administrator configures in the template forms are used to add information to
the Change, Release, Activity, or Incident form. This allows end users to use standard business
processes and increase automation and value.
Users can select any templates that are available for your support group. Templates are useful in
an request that follows well-defined methods for specific and repeated requirements. You can
create as many templates as you want. Create templates only for standardized processes that
your users perform on a frequent basis.
Creating templates
The following procedure describes how to create templates.
Before you begin
If you have the Infrastructure Change Config or Infrastructure Change Master permissions, you can create change
templates for any support group. If you have the Infrastructure Change User permission and the functional role of
Support Group Admin, you can create change templates for those support groups where they have this role.
If you are a release coordinator or have Release Master or Release Config permissions, you can create release
templates for your support group.
If you are a release coordinator, or have Activity Config permissions, you can create activity templates for their
support group.
If you have Incident Config permissions, you can create an incident template.
To create a template
From the Application Settings list, choose from the following menu options:
To create a change template, select . Change Management > Template > Template
To create a release template, select . Release Management > Template > Template
To create an activity template, select . Activity System > Template > Template
To create an incident template, select . Incident Management > Template > Template
Click . Open
Configure all the required settings (plus any optional settings) in the form and click to add your change, Save
release, or activity template to the list of available templates.
If you are creating a new incident template, click instead and complete the following steps: Create
In the field on the Incident Template form, type a brief descriptive name for the Template Name
template.
4.
a.
b.
c.
d.
e.
When you select a template, make your selections from the list of the template names. The template
name you create should make it easy to select the appropriate template.
From the Template Status list, select , which indicates that the template is available for use in Enabled
the Incident Management feature of BMC Service Desk.
If the template should not be available in Incident Management, you can select another status: Propo
, , , , or . sed Offline Obsolete Archive Delete
(Best Practice view only) Select or create the appropriate template categorizations for Tier 1, Tier 2,
and Tier 3.
For information about the Best Practice view, see . Best Practice and Classic views
To create a template categorization, type the category name in the field. When template category
you save the template, the category name is also saved and added to the field's selection list, where it
is available to select when you create the next template.
Example
To organize templates related to network incidents, you create a Tier 1 category called
Network, a Tier 2 category called Outage, and a Tier 3 category called Router. You
then create a template called Router Down. This template appears in the Incident
Template Selection dialog box under . Network > Outage > Router
Next, under the Tier 1 level (Network), you create a second Tier 2 category called
Connectivity. Because you do not need a third tier to organize connectivity issues, you
leave the Tier 3 category blank and create a template called PC Can't Connect to the
Network. This template appears in the Incident Template Selection dialog box under N
. etwork > Connectivity
(Classic view only) To set the sort order of the templates, select the sort order you want.
Incident Management displays an alphabetical list of templates, unless you override the sort order.
For example, you can set the sort order to put the preferred or most commonly used Template at the
top of the list.
Enter or modify the appropriate settings on the template tabs, as described in the Configuring Incident
section, and click . Management templates Save
Modifying and deleting templates
You can only modify and delete templates when you belong to the authoring group.
To modify a change, release, or activity template, follow the procedure described in . Modifying information
To modify an incident template, follow the procedure described in . Configuring Incident Management templates
To delete a change, release, or activity template, search for the template you want to delete, and in the list of
templates, select the template you want to delete. To delete a template, change its status field value to and Delete
then click . Save
Configuring change templates
You can simplify the process of creating change requests by configuring change templates for change managers
and change coordinators.
Note
If you use BMC Service Request Management, you can create change templates to use with
your application object templates. For more information, see About application templates and
. application object templates
Configuring classification settings for change templates
Configuring categorization settings for change templates
Configuring assignment settings for change templates
Configuring relationships settings for change templates
Configuring financials settings
Configuring authoring for groups settings for change templates
Updating the support groups for change templates
Configuring task templates settings for change requests
Configuring classification settings for change templates
You can specify values in a change template's tab to add information to the corresponding Classification Classific
tab in the Change form. ation
The tab is used to describe the change and show which products or services are affected by the Classification
change. The Change Type, Class, Impact, and Urgency values are required before a change can be submitted.
Note
The field is not available in the Best Practice view. When a change is created in Change Type
the Best Practice view using a change template, internally the change type is set to Change.
Change Template form
1.
2.
3.
4.
5.
6.
7.
8.
To configure classification settings
From the Application Settings list, choose , and then click Change Management > Template > Template Op
. en
The Change Template form appears.
In the field, enter a name for the template. Template Name
In the field, select an appropriate status level for this template. Status
In the Template Category Tier 1, select a tier 1 category for the template.
Click the tab. Classification
In the field, select an area for the change request (for example, ). Change Type Release
In the field, select the timing impact of the change request. Class
Class specifies the relative urgency of the change, so that the approvers can assess its magnitude:
Emergency resolves an incident or problem deemed critical to the business continuity where a
work-around is not sufficient.
Expedited indicates enterprise-wide impact with an associated risk.
Latent indicates a change that has already been performed (for example, if a task implementer is
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
assigned to replace the hard drive on a PC and then decides to upgrade the memory while the box is
open) and requires approval after the fact. Latent timing automatically sets the request status to
Completed after you save the change request.
Normal indicates a standard change (for example, a PC upgrade) that is typically preapproved and
requires only approval by the change manager. The default value is Normal.
No Impact indicates a change that has no impact on the infrastructure and requires no approval.
In the field, select an impact level for the change request (for example, ). Impact 1-Extensive/Widespread
In the field, select a level of urgency for the change request (for example, ). Urgency 1-Critical
In the field, select a priority according to the urgency of the change request (for example, ). Priority Medium
In the field, select a value. Risk Level
is the highest risk and is the lowest. Risk Level 5 Risk Level 1
In the field, enter the number of hours to add to the submit time for the change request. Lead Time
The lead time is used to calculate the earliest start date and time for the change request.
Note
The field is not available in the Best Practice view. When a change is created Lead Time
in the Best Practice view using a change template, the Lead Time is set to and 0
calculations are based on this change.
In the field, enter a brief description of the change request. Summary
This information will be entered into the field on the Change form. Summary
In the field, select a business service CI. Service
Note
After you select a business service CI, the product categorization from the business
service CI is copied over to the fields of the change Product Categorization Selection
template (under the tab). You can overwrite this data. In addition, after Categorization
you save the change template, an association is created between the business service CI
and the change template. You can change or delete the business service CI, and you can
manually remove the association from the Relationships table.
In the field, select what setting your change request takes place in (for example, Change Environment Prod
). uction
In the field, select the reason why the change is happening (for example, ). Change Reason Upgrade
In the field, enter a detailed description of the change request. Notes
In the field, select the name of the company for this change request. Company
In the field, select the area of the company. Region
In the field, select the city of the company. Site
In the field, select the location of the company for this change request. Site
Click . Save
1.
2.
3.
4.
5.
6.
Configuring categorization settings for change templates
The values you configure in a change template's tab are used to add information to the operational Categorization
and product categorization sections of the tab in the Infrastructure Change Request form. Classification
Operational categorization is based on a three-tier hierarchy defined in the Operational Catalog Setup form.
The Operational Categorization Selection settings add information to the operational categorization fields in
the tab of the Change Request form. Classification
Product categorization is based on a five-tier hierarchy defined in your Product Catalog Setup form. The
Product Categorization Selection settings add information to the product categorization fields in the Classific
tab of the Change Request form. ation
See and Access point for the Product and Operational Catalog custom configuration What is operational
. catalog information?
To configure categorization settings
From the Application Settings list, choose , then click . The Change Change Management > Template Open
Template form appears.
Click the tab. Categorization
Select the appropriate operational categorizations for Tier 1, Tier 2, and Tier3. Here you configure the
three-tier hierarchy defined in your operational catalog.
Select the appropriate product categorizations for Tier 1, Tier 2, Tier 3, Product Name, and Model/Version.
Here you configure the five-tier hierarchy defined in your product catalog. If you do not see the appropriate
product, continue to make selections in product categorization until you see the appropriate product.
Click . Save
Configuring assignment settings for change templates
The values you configure in the tab for a change template are used to add information to the following Assignment
information in the tab of the Infrastructure Change Request form. Assignment
The Infrastructure Change Coordinator settings are used to fill in the infrastructure change assignee fields in the Cur
tab of the Infrastructure Change Request form. Here you configure the support company, rent Assignment
organization, group and coordinator that the change request will be assigned to.
The Infrastructure Change Implementer settings are used to fill in the infrastructure change implementer fields in the
tab of the Infrastructure Change Request form. Here you configure the support Implementer Assignment
company, organization, group, and implementer that the change request will be implemented by.
Note
The field is not displayed in the Best Practice view. Change Implementer
The Infrastructure Change Manager settings are used to fill in the infrastructure change manager fields in the Assig
tab of the Infrastructure Change Request form. Here you configure the support company, organization, nment
group, and manager that the change request will be managed by.
1.
2.
3.
a.
i.
ii.
iii.
iv.
4.
a.
b.
c.
d.
5.
a.
b.
c.
d.
6.
To configure assignment settings
From the Application Settings list, choose , then click . Change Management > Template > Template Open
Click the tab. Assignment
Specify Infrastructure Change Coordinator settings as follows:
In the field, select the company that the change request is assigned to. Support Company
In the field, select an organization. Support Organization
In the field, select a group. Support Group Name
In the field, select a Change Coordinator to assign the change to. Change Coordinator
Specify Infrastructure Change Implementer settings as follows:
In the field, select the company that the change request is implemented by. Support Company
In the field, select a Change Coordinator to assign the change to. Change Implementer
Note
The fields are not displayed in the Best Practice View. Change Implementer
fields are applicable only for change requests that do not Change Implementer
include any tasks. Change Implementer values will be cleared if a task is added to
the change request.
Specify Infrastructure Change Manager settings as follows:
In the field, select the company that the change request is implemented by. Support Company
In the field, select a Change Manager for the change request. Change Manager
Click . Save
Configuring relationships settings for change templates
The values you configure in a change template's tab are used to provide information for the Relationships Relation
tab in the Infrastructure Change Request form. ships
Note
To specify a relationship type, you first must save the change template. When you finish defining
the change template, open the Change Template form in search mode and locate your change
template. You then can configure the relationships settings.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
1.
2.
3.
4.
5.
6.
To configure relationships settings
Perform a search for the change template for which to create a relationship.
Click the tab. Relationships
In the field, select . Request Type Configuration Item
Click . The CI Relationships Search window appears. Search
Enter information in the search criteria tabs, then click . The matching results are displayed in the CIs Search
table.
Select the appropriate CI.
In the field, select the type of relationship to associate with the change template (for Relationship Type
example, ). Related to
Click . When you finish creating the configuration item, a message confirms that the new configuration Relate
item you created has been related to the change template.
Repeat steps 8 through 10 for all the CIs to relate to the change template.
Close the CI Relationship Search form.
Click . Save
Configuring financials settings
The values you configure in a change template's tab are used to provide information for the t Financials Financials
ab in the Infrastructure Change Request form.
To configure financials settings
In the Change Template form, click the tab. Financials
In the field, enter the estimated time in hours to complete the change request. Estimated Total Time
In the field, specify how to measure the cost. Budget Calculation Unit Type
Click . Save
Configuring authoring for groups settings for change templates
The tab specifies which group can modify this template. To modify the template, a person Authoring For Groups
must have Change Config or Change Master permissions.
To configure authoring for groups settings
1.
2.
a.
3.
4.
1.
2.
3.
4.
5.
1.
2.
3.
Click the tab. Authoring For Groups
Select the authoring company, organization, and group.
Click . Save
Related topic
You can give other support groups the permission to use this change template. These groups cannot modify or
delete the template.
Note
To update support groups, you first must save the change template. When you finish defining the
change template, open the Change Template form in search mode and locate your change
To update the support groups
In the tab, click . The Add Support Group dialog box appears. Authoring For Groups Update
Add or delete any support groups that you have permissions for.
Close the dialog box. The information is updated in the Groups that use this template table.
Configuring task templates settings for change requests
The tab specifies which tasks and task groups you can include with this template. This functionality Task Templates
is especially useful for standard changes, as you can include (for example, typical tasks used with change and
configuration management).
To configure task templates settings
From the Application Settings list, choose , and then click Change Management > Template > Template Op
. en
Click the tab. Task Templates
3.
4.
5.
6.
7.
8.
Change Template form Task Templates tab
The tab shows tasks and task groups related to the template, along with any child tasks of the selected task
group. From the tab, you can:
Select a task, and then click to display tasks already added to the template. View
Select a task, and then click to remove tasks from the template. Remove
Select child tasks, and then click to display these tasks. View
Select a request type (for example, Task Template).
To add a task or task group to your template, click . Relate
The Select Template dialog box appears.
Use the and fields to filter the list of tasks displayed. Type Category
Select a task or task group, and then click . The task or task group is added to the template. If needed, Relate
you can click to display the template. If task phase management and task validation is enabled, the View Ph
field is displayed. ase
From the field, choose a phase. Phase
Note
If Task Phase Management is enabled when you create the change template, it is
applicable for the change template even if it is disabled at a later stage. For more
information about enabling phase management and task validation, see Configuring
. change rules
The Phase menu shows the active phases available for the specified company (which are defined in the
Phase Management Configuration form). Use the field to associate a phase with a change template Phase
for a task or task group.
Configuring a phase in a change template
8.
9.
10.
11.
Repeat steps 5 through 8 for all phases and all tasks to include in the template. If phases were enabled, after
you select a phase and relate your tasks, the Related Templates table shows only tasks included with that
phase.
Close the dialog box.
Click . Save
Configuring release templates
You can simplify the process of creating release requests by creating release templates for release coordinators.
You must have Release Master, Release Config or be a Release User with Support Group Admin permissions to
create a release template. You can create templates for any company you have access to.
A Release Master or Release Config can:
Select any Support Group of the selected company as the Authoring Group, even if they do not belong to
that group.
Modify templates created for a company they have access to.
A Release User can:
Only select Support Groups of the selected company, for which the Release User is a Support Group Admin,
as the Authoring Group.
Modify templates created for the support groups, for which the Release User is a Support Group Admin.
Configuring classification settings for release templates
Configuring categorization settings for release templates
Configuring manifest settings
Configuring assignment settings for release templates
Configuring relationships settings for release templates
Configuring authoring for groups settings for release templates
Updating the support groups for release templates
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Configuring classification settings for release templates
You can specify values in a release template's tab to add information to the corresponding Classification Classific
tab in the Release form. ation
The tab is used to describe the release and show which products or services are affected by the Classification
release. The Impact, Urgency, and Risk Level values are required before a release can be submitted.
From the Application Settings list, choose , then click . Release Management > Template > Template Open
The Release Template form appears.
Release Template form Classification tab
In the field, select an impact level for the release request (for example, ). Impact 1-Extensive/Widespread
In the field, select a level of urgency for the release request (for example, ). Urgency 1-Critical
In the field, select a priority according to the urgency of the release request (for example, ). Priority Medium
In the field, select a value. is the highest risk and is the lowest. Risk Level Risk Level 5 Risk Level 1
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
In the field, enter a brief description of the release request. This information will be entered into Summary
the field on the Release form. Summary
In the field, enter a detailed description of the release request. Notes
In the field, select an area for the release request (for example, ). Release Type Delta
In the field, select a business service CI. Service
After you select a business service CI, the product categorization from the business service CI is copied over
to the fields of the release template (under the tab). You Product Categorization Selection Categorization
can overwrite this data. In addition, after you save the release template, an association is created between
the business service CI and the release template. You can change or delete the business service CI, and you
can manually remove the association from the Relationships table.
In the field, select the deployment type for the release request: Deployment type
Phased Stage the deployment of the release to a part of the user base. The operation is repeated
for subsequent parts of the user base through a scheduled rollout plan. For example, the release
coordinator identifies a set of changes that must be done at the same time: all changes for Building 1
at Phase 1, all changes for Building 2 at Phase 2, and so on.
You typically use phased deployments when new services are introduced into a store environment in
manageable phases (such as retail organizations).
Non-Phased All changes or activities are deployed at the same time in one operation with no
restrictions (for example, a company-wide rollout of new servers).
You typically use non-phased deployments when introducing an application change, and consistency
of service across the organization is important.
Note
IT Infrastructure Library (ITIL) Service Transition Version 3 describes non-phased
deployment as the Big Bang method.
In the field, select the name of the company for this release request. Company
In the field, select the city of the company. Site Group
In the field, select the location of the company for this release request. Site
Click . Save
Configuring categorization settings for release templates
The values you configure in a release template's tab are used to add information to the operational Categorization
and product categorization sections of the tab in the Release form. Classification
Operational categorization is based on a three-tier hierarchy defined in the Operational Catalog Setup form.
The Operational Categorization Selection settings add information to the operational categorization fields in
the tab of the Release form. Classification
Product categorization is based on a five-tier hierarchy defined in your Product Catalog Setup form. The
Product Categorization Selection settings add information to the product categorization fields in the Classific
tab of the Release form. ation
To configure categorization/process settings
1.
2.
3.
4.
5.
6.
7.
1.
2.
3.
4.
a.
b.
c.
5.
a.
b.
Click the tab. Categorization
Select a Business Justification to indicate the business reason for implementing the release request (for
example, Corporate Strategic). Business justification information is important when the request goes through
the approval process. You use this information to make sure funding is available to implement the release.
Select the appropriate operational categorizations for Tier 1, Tier 2, and Tier 3. Here you configure the
three-tier hierarchy defined in your operational catalog.
Here you configure the five-tier hierarchy defined in your product catalog. If you do not see the appropriate
product, continue to make selections in product categorization until you see the appropriate product.
Click . Save
Configuring manifest settings
You can simplify the process of creating releases by configuring release templates that inherit change and activity
templates as part of the release manifest.
When a release template is applied to a release form, for each associated activity template or change template, a
new activity request or change request is created in the manifest of the release form on the basis of the selected
template.
Note
Only members of the Authoring Group defined on this template can modify this entry.
To configure manifest settings
From the Application Settings list, choose , then click . Release Management > Template> Template Open
Click the tab. Manifest
Add a change or activity template to the release template manifest:
From the Request Type list at the bottom of the tab, select Infrastructure Change Template Manifest
or Activity Template.
Click . Search
From the list displayed, click to add the template for your support group to the manifest. Each Select
activity or change template will be allocated an order in the sequence they are added.
Associate a milestone to the activity template.
Select the activity template from the table.
Select the milestone from the list to associate the activity template to that milestone.
When you use the Release Template and create an activity for a milestone, the associated activity
5.
b.
c.
6.
1.
2.
3.
4.
a.
b.
c.
d.
5.
templates will be available.
After you have completed the task of assigning required milestones to the activity templates you have
added, set their order depending on the milestone they have been associated to.
To modify the order of a activity template, select the template and use the up and down arrow keys to
increase or decrease the value of the order. For example, if you have added three activity templates
(AT1, AT2 and AT3) which are associated with the Initiate, Planning and Implementation milestones
(in that order), the order for AT1, AT2, and AT3 would be set to 1, 2, and 3. You can change this order
as required.
Note
The Release template must be saved before you can add change or activity
templates to it.
Click . Save
Configuring assignment settings for release templates
The values that you configure in a release template's tab are used to add information to the Release Assignment
Coordinator fields in the tab of the Release form. Here you configure the support company, Assignment
organization, group, and release coordinator to which the release request will be assigned.
Click the tab. Assignment
Specify Release Coordinator settings as follows:
In the field, select the company to which the release request is assigned. Support Company
In the field, select a coordinator. Release Coordinator
Click . Save
Configuring relationships settings for release templates
The values you configure in a release template's tab are used to provide information for the Relationships Relation
tab in the Release form. ships
Note
To specify a relationship type, you first must save the release template. When you finish defining
the release template, open the Release Template form in search mode and locate your release
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
1.
2.
3.
4.
5.
To configure relationships settings
Perform a search for the release template for which to create a relationship.
In the field, select Configuration Item. Request Type
Click . The CI Relationships Search window appears. Search
Enter information in the search criteria tabs, then click . The matching results are displayed in the CIs Search
table.
In the field, select the type of relationship to associate with the release template (for Relationship Type
example, ). Related to
Click . When you finish creating the configuration item, a message confirms that the new configuration Relate
item you created has been related to the release template.
Repeat steps 8 through 10 for all the CIs to relate to the release template.
Click . Save
Configuring authoring for groups settings for release templates
The tab specifies which group can modify this template. To modify the template, a person Authoring For Groups
must meet the following minimum requirements:
Have Release Config or Release Master permissions, or have the Release User permissions the plus
Release Coordinator functional role
Be a member of the support group
To configure authoring for groups settings
Select the authoring company, organization, and group.
Click . Save
Related topic
1.
2.
3.
4.
5.
6.
You can give other support groups the permission to use this release template. These groups cannot modify or
delete the template.
Note
To update support groups, you first must save the release template. When you finish defining the
release template, open the Release Template form in search mode and locate your release
To update the support groups
Click . The Add Support Group dialog box appears. Update
Add or delete any support groups that you have permissions for. If you remove the group's association with
the release template, it no longer has privileges to use that release template.
Close the dialog box. The information is updated in the Groups that use this template table.
Configuring activity templates
You can simplify the process of creating activities by creating activity templates for release coordinators.
Configuring classification settings for activity templates
Configuring assignment settings for activity templates
Configuring task templates settings for activities
Configuring classification settings for activity templates
The values you specify in an activity template's tab are used to add information to the and Classification General C
tabs in the Activity form. The tab is used to locate the activity and show the priority of lassification Classification
the activity.
Activity Template form
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
From the Application Settings list, choose , then click . The Activity System > Template > Template Open
Activity Template form appears.
In the field, enter a brief description of the activity. This information will be entered into the Summary Summ
field on the Activity form. ary
In the field, enter a detailed description of the activity. Notes
{In the field, select a priority according to the urgency of the activity (for example, ). Priority Medium
In the field, select the name of the company for this activity. Company
In the field, select the city of the company. Site Group
In the field, select the location of the company for this activity. Site
Click . Save
Configuring assignment settings for activity templates
The values you configure in an activity template's tab are used to add information to the Assignment Activity
1.
2.
3.
4.
a.
b.
c.
5.
1.
2.
3.
4.
5.
6.
7.
8.
9.
fields in the tab of the Activity form. Here you configure the support company, organization, Assignee Assignment
and group that the activity will be assigned to.
From the Application Settings list, choose . Activity System > Template > Template
In the Activity Template form, click the tab. Assignment
Specify Activity Coordinator settings as follows:
In the field, select the company that the activity is assigned to. Support Company
Click . Save
Configuring task templates settings for activities
The tab specifies which tasks and task groups you can include with this template. This functionality Task Templates
is especially useful for routine tasks typically included with activities (for example, training, setting up classrooms,
and so on).
To configure task templates settings
From the Application Settings list, choose , and then click . Activity System > Template > Template Open
In the Activity Template form, click the tab. The tab shows tasks and task groups related to Task Templates
the template, along with any child tasks of the selected task group.
Select a task, then click to display tasks already added to the template. View
Select a task, then click to remove tasks from the template. Remove
Select a child task, then click to display it. View
Select a request type (for example, Task Template).
Click to open the Template Selection form. Relate
Select a task or task group, then click . The task or task group is added to the template. If needed, you Relate
can click to display the task or task group, or you can click Remove to remove it. View
Click to see a read-only view of the task and task group that is related to the template. View Flow
Close the dialog box.
Click . Save
Configuring Incident Management templates
You can simplify the process of recording incidents by creating templates for your users.
1.
2.
3.
4.
5.
6.
7.
8.
Configuring classification settings for incident management templates
Configuring categorization settings for incident management templates
Configuring assignment settings for incident management templates
Configuring relationship settings for incident management templates
Configuring resolution settings for incident management templates
Configuring authored for Groups settings for incident management templates
Configuring classification settings for incident management templates
The values in the tab are used to add information to the corresponding tab in the Classification Classification
Incident form. The tab is used to describe the incident and show which products or services are Classification
affected by the incident.
On the Incident Template form, click the tab. Classification
From the Impact list, select an impact level for the incident form that is created when the template is used.
From the Urgency list, select a level of urgency for the incident form. The Priority value is based on the
impact and urgency.
From the Incident Type list, select the type of service that is recorded when the template is used. The options
are: , , , and User Service Restoration User Service Request Infrastructure Restoration Infrastructure
. Event
From the Service list, select the related business service CI, for example, . This establishes a Payroll Service
relationship between Service the incident request.
In the field, type the name of the related CI, for example, Payroll Service. This establishes a relationship CI
between the CI and the incident request.
In the field, type a summary of the incident, which appears on the incident ticket. Notes
Tip
Instead of entering the complete description, you can enter prompts for the user who is
recording the incident.
Click . Save
Configuring categorization settings for incident management templates
The values in the tab are used to add information to the service and product categorization sections Categorization
of the tab in the Incident form. Classification
Operational categorization is based on a three-tier hierarchy defined in the Operational Catalog.
Product categorization is based on a five-tier hierarchy defined in your Product Catalog.
Incident templates can automatically create relationships to customer CIs, as configured here.
1.
2.
3.
4.
5.
1.
2.
a.
b.
c.
To configure categorization settings
On the Incident Template form, click the tab. Categorization
Select the appropriate operational categorizations for Tier 1, Tier 2, and Tier 3.
To have the template create an automatic relationship to a CI, in addition to the relationships that are already
established based on the content of the Service and CI fields, complete the Automatic Relationship of
Customer's CI area as follows.
For example, if you are creating a template for email issues, you can set up the template to automatically
create a relationship to the CI for the mail server.
To set up the relationship, select items from the following lists on the tab, and specify the CI Categorization
on the tab. Relationships
List Description
Automatic CI Relationship Select for the template to automatically create Yes
the relationship to the CI.
CI Relationship Type Select how the CI is related to the incident
customer. Available selections are , Used by Owned
, , , , by Supported by Managed by Created by Appr
, . oved by ALL
Incident Relationship Type Select how the incident relates to the CI. Available
selections are , , . Related to Restores Impacts
Click . Save
Configuring assignment settings for incident management templates
The values in the tab are used to add information to two tabs on the Incident form: Assignment
The assignment settings add information to the tab. Here you configure the support-company, Assignment
organization, and group that incidents created from the template will be assigned to.
The vendor assignment settings add information to the tab. Here you configure the vendor company, Vendor
organization, and group applicable to the incident.
On the Incident Template form, click the tab. Assignment
To assign the incident to the user creating the incident, in the field, select . Assign To Current User Yes
Otherwise, use the following steps for assignment settings:
In the field, select the company that incidents created from the template will be Support Company
assigned to.
2.
c.
3.
a.
b.
c.
4.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
In the field, select a group. Assigned Group Name
Specify vendor assignment settings:
In the field, select the company that is applicable to incidents created from the Vendor Company
template.
In the field, select an organization. Vendor Organization
In the field, select a group. Vendor Group Name
Click . Save
Configuring relationship settings for incident management templates
The values in the tab are used to add information to the tab in the Incident form. This Relationships Relationships
tab is used to relate incidents to specific CIs. For example, an incident template for email incidents might include a
relationship to the mail server. Or an incident template for printer incidents might include relationships to commonly
supported printers and in this case, the user recording the incident with this template would remove all but the
applicable relationship from the Incident form.
To configure relationship settings
On the Incident Template form, click the tab. Relationships
In the field, select Configuration Item. The only option is Configuration Item. Request Type
Click . The CI Relationships Search form appears. Search
Complete the fields on the search criteria tabs with the relevant information, then click . The matching Search
results are displayed in the CIs table.
From the Relationship Type list, select the type of relationship to associate the CI with the incident template.
For example, . Configuration Item
Click . A message confirms that the configuration item you selected has been related to the incident Relate
template.
Repeat steps 5 through 7 for all the CIs that you want related to the incident template.
Click . Save
Configuring resolution settings for incident management templates
The values in the tab are used to add information to the tab on the Incident form. Typically, Resolutions Resolution
you use this tab only when creating templates for incidents that can be resolved when they are recorded. For
example, this might be used for frequently asked questions, such as how to change your password.
Tip
The resolution details can remind support staff of the steps to resolve an issue. For example, the
details could list all the places to check for a paper jam on a printer.
1.
2.
a.
b.
c.
3.
4.
5.
1.
2.
3.
a.
b.
4.
1.
To configure resolution settings
On the Incident Template form, click the tab. Resolution
Set the resolution details as follows:
In the field, type the steps that resolve the incident. Resolution
From the Resolution Method list, select , , , or On-Site Support Service Desk assisted Self-Service R
. emote Control
Select the appropriate incident cause, for example, . Application Error
Select the appropriate values from the Resolution Product Categorization Selection lists. The values that you
select here determine the available selections for the resolution categorization selection. The product
categorization indicates the category of product.
Select the appropriate values for the Resolution Categorization Selection fields. This categorization uses up
to three standard menus to indicate the steps to resolve the incident. This is more specific than the resolution
method, but might be less detailed than the Resolution field.
Click . Save
Configuring authored for Groups settings for incident management templates
The template authoring group specifies the group that can modify this template. If you have the Support Group
Admin functional role or the Incident Config permission, you can assign the template authoring group to any group.
Note
A user with Incident Config permission can create a template for any authoring group. The user
can modify the template only if he or she is a member of the authoring group.
To configure groups that can use the template
On the Incident Template form, click the tab. Authoring Group
Click . The Template Support Group Association dialog box appears. Update
To add groups that can use this template, follow these steps:
Select the company, support organization, and support group.
Click . Add
Click , then click . Close Save
Note
To delete a support group, select it in the list of support groups, then click . Delete
Modifying Incident Management templates
This topic describes how to modify an Incident Management template.
To modify an Incident Management template
1.
2.
3.
4.
5.
From the Application Settings list, choose and click . Incident Management > Template > Template Open
The Incident Template Selection dialog box appears.
In the field, select the appropriate support group. Viewing Templates for Support Group
The list of templates displays the templates for that support group.
Select the template and click . View
Make the necessary modifications.
Managing knowledge article templates
This section describes procedures and provides
recommendations for creating new knowledge article
templates. BMC Knowledge Management provides the
following knowledge article templates out of the box:
Decision Tree
How To
Known Error
Problem Solution
Reference
Creating knowledge article templates
You can create new knowledge article templates that suit your company requirements. For example, if your
knowledge base includes articles in the format of Frequently Asked Questions (FAQs), you may want to create an
FAQ knowledge article template.
1.
2.
3.
a.
b.
c.
1.
2.
3.
a.
b.
c.
Recommendation
Scenario Your knowledge base contains an existing FAQ form that is not one of the out of the
box templates. You want to turn this form into a knowledge article template, so knowledge users
can create new FAQ articles using a pre-defined template. You also want to be able to manage
the form's records as knowledge articles with metadata and lifecycle management.
In the Developer Studio, open the existing FAQ form.
Modify the form's layout for better display as a knowledge article.
You can create a new view and modify the layout as required. Verify that required fields
are set with default values or set them to optional.
Register the form as described in . Registering AR forms
Before registering, make sure the form complies with the prerequisites for
registering AR forms. See . Prerequisites for AR form registration
In the Welcome panel, select . Knowledge Base Item > AR Form
In the Source panel, specify the and select . View Name Life Cycle Management
After registration, all the form's records automatically become FAQ type
knowledge articles with metadata and lifecycle management.
To create a new template
In Developer Studio, create a new Regular AR form.
Tip
You can quickly create a new form by opening the regular form of one of the templates
provided out of the box and saving it under a new name. For example, open the RKM:Ho
to create a new how to form. wToTemplate
Add fields and design the template as required.
Tip
To avoid unnecessary scroll bars, copy the form's measurements from one of the
templates provided out of the box.
Register the new form as described in . Registering AR forms
Before registering the new form, make sure it complies with the prerequisites for registering AR forms.
See Prerequisites for AR form registration
In the Welcome panel, select . Knowledge Base Item > AR Form
In the Source panel, select . Life Cycle Management
After registration, you can change the form's user interface, but if you add new fields and mark them
for indexing or as relevancy fields, or change the form permissions, you will need to modify the
knowledge source as well. For more information, see Modifying knowledge sources
Configuring reports
This section contains information about configuring reports in the BMC Remedy IT Service Management Suite.
1.
2.
3.
4.
Showing or hiding Crystal Reports
Overriding the internal Crystal Reports qualification
Starting with 8.1.00, the web-only Crystal Reports are now installed by default; the install option is removed from the
installation program. You now configure the Foundation module to show or hide the Crystal Reports form on the
Report Console.
Before you begin
Deploy the Enterprise Crystal License on the Mid Tier before you enable the Crystal reports
To show or hide Crystal Reports
From the Application Settings list, choose , Foundation > Advanced Options > Show/Hide Crystal Reports
and then click . The Crystal Report Administration form appears. Open
Crystal Report Administration
Perform one of the following actions:
To show the Crystal Reports form on the Report Console, click . Enable
To hide the Crystal Reports form on the Report Console, click . Disable
Click . Save
Related topics
Installing Crystal Reports
Working with reports
Overriding the internal Crystal Reports qualification
This topic contains information about overriding the internal Crystal Reports qualification.
To run the BMC Remedy ITSM reports by using a data qualification other than the internal Crystal Reports
qualification, you must override the default qualification.
To override the default qualification
Set the field to . Override Query In Report Yes
This option overrides the default qualification with the qualification that is built into the Report Console form (as
indicated by the Qualification field value). Then, when the report is run by any user, the override takes effect.
Tip
You can configure ODBC settings for Crystal Reports to eliminate the logon prompt when
running reports. For information, see . Integrating Crystal Reports with BMC Remedy AR System
This section describes how to configure additional features in the Foundation portion of BMC Remedy ITSM Suite.
Access point for the additional Foundation custom configuration options
Categorizing costs
Working with cost rates
Working with finance rules
Configuring charge-back periods
Registering time segments
Related topic
Access point for the additional Foundation custom configuration options
You access the custom configuration for additional Foundation options from the following expandable command lists
on the tab of the Application Administration Console: Custom Configuration
Foundation > Business Time Segments
Foundation > Charge Back
Foundation > Costing
Tip
Carefully read the instructions for additional Foundation options in the rest of this section before
using the configuration commands in these expandable lists.
The following figure shows the access point:
Access point for the additional Foundation custom configuration
1.
2.
3.
Categorizing costs
The costing feature of BMC Remedy ITSM enables your organization to track costs and to understand the financial
impact of changes on expenses.
You use cost categorization to create categories that can be specified on costs. For the BMC Asset Management
application, this task adds custom cost types and classes to lists for corresponding fields in Cost records and to the
cost table on the tab on BMC Asset Management forms. For the other BMC Remedy ITSM applications, Financials
this task adds cost types to lists for corresponding fields in Costs records and to the cost table.
The unique cost category and cost type combinations you define using this task are available to their respective
applications when costs are created.
Note
To modify and delete cost categories, use the procedures described in and Modifying information
. Deleting information
To create a cost category
From the Application Settings list, choose , and then click . Foundation > Costing > Cost Category Open
The Configure Cost Categorization form appears.
Click the button in a browser to create a cost category. New
3.
4.
5.
6.
7.
8.
9.
10.
11.
Tip
You can also create a cost category from an existing one. First enter your search criteria
in the Configure Cost Categorization form and click . Select the cost category that Search
you want to modify to create the new category.
In the field, select a company, or select to apply the cost category to all companies. Company Global
In the field, enter the custom cost category that you want to add. Cost Category
In the field, enter or select a type for the cost category. Cost Type
In the field, enter the cost type key. Cost Type Key
Note
The field is the system name for the cost type and should not be Cost Type Key
changed. The Cost Type value can change based on different languages, but the value in
the field should remain the same because workflow uses the key values Cost Type Key
rather than the display values.
Select a status for the cost category and type.
In the field, select a class for the cost category and type. Cost Class
Note
This field is used only by the BMC Asset Management application.
Lease generates a cost entry from a lease contract if assets or components are related to the
contract.
Maintenance generates a cost entry from a maintenance contract if assets or components are related
to the contract.
Purchase Price determines whether the depreciation cost is used in charge-back for the cost entry of
this cost class.
Software License generates a cost entry from a software lease contract if assets or components are
related to the contract.
Support generates a cost entry from a support contract if assets or components are related to the
contract.
Warranty generates a cost entry from a warranty contract if assets or components are related to the
contract.
Other specifies that no cost entry is created.
In the field, enter a description for the cost category and the cost type. Cost Description
Click . Save
Working with cost rates
Cost rates can be configured by product category, product organizational category, or by assignee group.
1.
2.
Costs defined by category can be related to change requests based on the request's categorization. The
configuration of costs can be based on time (hours or minutes) or a flat rate to complete the job.
Costs defined by group are also based on time or a flat rate, but instead of being associated with requests based on
categorization, they are related to the group assigned to resolve the request.
Additionally, the costs associated with groups can be further defined by the location of the group. For example, a
group that is based in a large city might have significantly higher operational costs (salaries, office space) than a
group based in a small town.
Note
Only cost rates with the category or group specified in the Define By field in the Configure Cost
Rate form matching the finance rule defined in the Configure Finance Rules form are checked
when rates are matched.
Defining cost rates by categories
Defining cost rates by assignee group
Cost rates can be defined to category or by assignee group.
To define cost rates by category
From the Application Settings list, choose Template, and then click Foundation > Costing > Cost Rate Ope
. The Configure Cost Rate form appears. n
Configure Cost Rate dialog box showing Product Category selected
2.
3.
4.
5.
6.
7.
8.
9.
10.
To create a cost rate template, click the button in a browser. New
In the field, select a company, or select to apply the cost rate template to all companies. Company Global
Select the required unit rate, unit type, and status.
Optionally, enter the percentage overhead and a description for the cost rate template.
Note
Overhead is the additional cost above the standard cost rate. The percentage that you specify is added to the
cost that is charged.
In the field, select or . The application and product or Define By Product Category Operational Category
operational tier fields appear.
Select the application for the cost rate template.
To specify the categorization, select the product or operational tiers for this cost rate.
Related topic
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
a.
b.
11.
1.
2.
Cost rates can be defined to assignee group or by category.
To define cost rates by assignee group
From the Application Settings list, choose , and then click Foundation > Costing > Cost Rate Template Ope
. The Configure Cost Rate form is displayed. n
To create a cost rate template, click the button in a browser. New
In the field, select a company, or select to apply the cost rate template to all companies. Company Global
Select the required unit rate, unit type, and status.
Optionally, enter the percentage overhead and a description for the cost rate template.
Note:
Overhead is the additional cost above the standard cost rate. The percentage that you
specify is added to the cost that is charged.
In the field, select . The support organization, assigned group, and location fields Define By Assignee Group
appear.
Select the support organization for the cost rate template.
Select the assigned group.
To specify the categorization:
Select the Region.
Optionally select the site group and site.
Related topic
Working with finance rules
Finance rules specify which cost centers to use for automatic costs and the method used for automatically
calculating costs.
To create finance rules
From the Application Settings list, choose , and then click . Foundation > Costing > Finance Rules Open
The Configure Finance Rules form is displayed.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Configure Finance Rules form
Click the button in a browser to create a finance rule. New
Tip
You can also create a finance rule from an existing rule. First, click the search icon in the
toolbar. Then, enter any search criteria and click . Select a finance rule on which Search
to base the new finance rule.
In the field, select a company, or select Global to apply the finance rule to all companies. Company
In the field, select a cost category for the finance rule. For example, select Training. Cost Category
In the field, select whether to use product categories, organizational categories, or Cost Rate Template Use
groups to match costs. For example, select Calbro Software.
In the field, select one of the following items: Actual Cost Calculated By
Time in WIP adds the actual effort cost log entries to calculate the actual cost.
Start-Stop Clock uses the value from the start/stop total time.
Manually Entered uses the value that is manually entered on the tab of BMC Remedy ITSM Finance
forms.
Select a status and modify the description for the finance rule.
Optionally, select a cost center code for the finance rule.
Click . Save
Configuring charge-back periods
1.
2.
3.
4.
5.
6.
7.
Charge-back time periods are used to specify the time period for charge-back of asset costs to cost centers or
business organizations. Past time periods cannot be changed.
To configure charge-back time periods
From the Application Settings list, choose , and then Foundation > Charge Back > Chargeback Periods
click . The Configure Charge-back Time Periods form appears. Open
To create a charge-back period, click the button in a browser. New
In the field, select a company. Company
In the field, select a time period or . Time Period Type Manual
If you selected , specify the dates in the and fields. Manual Period Start Date Period End Date
Tip
When you first install BMC Remedy ITSM, you can use this procedure to configure charge-back
periods that match your organization's quarterly schedule. For example, if you install BMC
Remedy ITSM in the middle of April and your organization's quarter runs from February to April,
you can set BMC Remedy ITSM to match that quarterly schedule. First, set the Time Period
field to and enter an end date that coincides with the end of your organization's Type Manual
current quarter. After that time period is over, close the current period, and then open a new
period that is set to . Do this only when you first set up charge-back periods at your Quarterly
organization.
Registering time segments
Registering time segments works like a calendaring system. For example, if you schedule a meeting in a certain
conference room, nobody else can reserve the conference room at the same time. Similarly, you can block out time
segments around business events (like company holidays), categorization, or configuration items (CIs). For
example, an available time segment could specify that a CI is available for use, while an unavailable time segment
could be used to represent a scheduled or planned maintenance window.
For more information, see and . Defining business schedules using Business Time Registering time segments
This section describes how to configure the advanced options that are available in the Foundation component for
the BMC Remedy ITSM Suite.
Access point for the Advanced Foundation custom configuration options
Configuring command automation interface
Configuring Web Services
Virtualization administrator role
Configuring virtualization administrators and best practice view
Configuring custom views
Related topics
Access point for the Advanced Foundation custom configuration options
The custom configuration for advanced foundation options is accessed from the Foundation > Advanced Options
expandable command list on the tab of the Application Administration Console. Custom Configuration
Tip
Carefully read the instructions for advanced foundation options in the rest of this section before
using the configuration commands in the > expandable list. Foundation Advanced Options
Access point for the advanced Foundation custom configuration
Configuring command automation interface
The Command Automation Interface (CAI) is a subcomponent that enables you to register applications and create
1.
2.
commands for integration with back-office applications. Using a command definition (a type of template) to construct
commands by using the parameters sent to it by BMC Remedy ITSM Suite, CAI uses a predefined conduit (for
example, a web service, a command line, a URL, and so on) to execute these commands on the external systems.
For example, BMC Change Management uses CAI to communicate with the Task Management System (TMS).
Note
For detailed information about using the CAI to register your own back-office applications, see C
. onfiguring the application to use third-party applications.
Registering the back-office application in the SHARE-Application_Properties form
Registering the application with the CAI
Defining command parameters
Defining mappings
Defining CAI plug-in options for BMC ProactiveNet Performance Management integration
Viewing event commands and command parameters
Registering the back-office application in the SHARE-Application_Properties form
Application registration defines the integration attributes (for example, application name, integration form, form
fields, and connection information) to communicate with the external application.
This stage in the CAI definition phase defines the application in the CAI subsystem and how CAI communicates with
the back-office. Applications registered with the CAI (for example, BMC Remedy Change Management or the Work
Order Management application) must have an entry in the SHARE:Application_Properties. This stage enables
several configuration menus in the CAI to have the proper form name. You must register back-office fulfillment
applications with the CAI so that the back-office application can be recognized.
By creating an entry in the SHARE:Application_Properties form, you are allowing the back-office application to be
registered with the CAI. In addition, this form is used by other configuration menus.
To allow the application to be registered
Note
You will need Administrator permissions in order to complete the following procedure.
Open your browser and use the following URL to open the SHARE:Application_Properties form:
http://<midTierServer>/arsys/forms/<ARSystemServer>/SHARE:Application_Properties
Note
This form is not available from the Application Administration console, and you must open
the form directly.
2.
3.
4.
5.
Enter the appropriate values into the form to create a Name record, for example:
Creating Name property in the SHARE:Application_Properties form
Field What you enter
Application ID Enter a unique ID for the application that you are
registering.
Property Name Name
This value must be Name in order for the CAI Note:
Application Registry form to show the new
application in the Application Name drop-down
menu list.
Property Value Enter a unique property value for the application that
you are registering.
Instance ID None. (The value is auto-populated when you
submit the record.)
Status Active
Save the record.
Enter the appropriate values into the form to create a Version record, for example:
Creating Version property in the SHARE:Application_Properties form
Field What you enter
Application ID Enter a unique version ID for the application that you
are registering.
Property Name Version
This value must be Version. Note:
Property Value Enter a unique version property value for the
application that you are registering.
Instance ID None. (The value is auto-populated when you
submit the record.)
Status Active
By creating these entries in the SHARE:Application_Properties form, you are allowing the Document Request
application to be registered with the Command Automation Interface (CAI), which you will be doing in the
next stage. In addition, this form is used by other configuration menus.
Save the record and close the form.
1.
2.
3.
Registering the application with the CAI in the Application Registry makes it available for selection when configuring
CAI components, for example, the commands and the command parameters for each integrated component.
The Application Registry form is used to register the applications and to identify key elements of the back-office
application, such as template forms, and interface forms.
A registry entry is used to recognize the back end application, set the configuration settings such as mode of
connection (local or remote), set server and template information, and set the context for the remainder of the
entities. Use the Application Registry form to modify any of the preconfigured information or create new application
registries if your organization is going to use other applications.
To register an application
From the Application Settings list, choose Foundation > Advanced Options > Command Automation
, and then click . The Application Registry form appears. Interface - Application Registry Open
Application Registry form
Enter the following information in the top pane: required
Field Name Description
3.
4.
5.
6.
Registry Name Enter a unique name for the application that you are
registering.
Description Enter a description of the application that you are
registering.
Status Select a status for this entry.
On the tab, enter the following information: General
Application Name Select the application that you are registering.
This drop-down selection menu is a menu named
"SYS:MNU:AppNamesFromSHRAppProperties-Q"
which searches the SHARE:Application_Properties
form and lists the Property Values when ( 'Status' =
"Active") AND ( 'Property Name' = "Name" ). If you
do not see your new application listed here, go back
to the SHARE:Application_Properties form and
verify your work.
Template Form Select the form that identifies the template.
Template View Form Select the form that is the front end or view form (the
form that the back end application's user see) for the
template form you selected.
The view form should already exist in the back end
application.
Instance Form Enter the form that identifies the application
instance.
The application instance is the request entry that is
created when the service request is submitted,
based on the template, if a template is used. Some
back end applications might choose not to use a
template structure. The form identifier (or Template
Form field) identifies the back end request form that
is used to create the entry.
Interface Form Designate a form identifier.
New Request Activation Select to indicate that the request needs to be Yes
activated after submission; otherwise, select . No
Click the tab. The tab is used to define login information and the type of protocol to Connection Connection
use when integrating the registered application.
Enter or modify the following information:
6.
7.
Access Mode Specify whether the registered back end application
is on a remote or local server.
Server Enter the server name where the application you are
registering is installed.
For a server group environment, enter the name of
the load balancer.
Protocol Specify the communication format for data
exchange (AR, URL, Web service, Command Line,
Plug-in, Other).
Login Fill in this field if you set the Access Mode to Remot
. Enter your login name to access the remote back e
end application used for requests.
Password Fill in this field if you set the Access Mode to Remot
. Enter your password to access the remote back e
end application used for requests.
Port # Fill in this field if you set the Access Mode to Remot
. Enter the port number of the remote back end e
application used for requests.
Click . Save
Defining command parameters
After defining an entry in the Application Registry form, you must define the commands and command parameters.
To define commands and command parameters
To pass parameters to a command
As part of the CAI definition phase, command definition describes the commands and the command parameters for
each integrated component. For example, you can create a set of commands for interaction (create, modify, and
cancel operations) with the back-office application. In addition, CAI can include command parameter mappings to be
registered for other applications.
The CAI subsystem provides an integration link with back-office applications that does not require you to add any
custom workflow to complete the integration. You can include a Filter API to facilitate the communication with a BMC
Remedy ARSystem back-office application.
The CAI uses Event Commands to facilitate this communication link. The CAI offers Event Commands that create
requests, update them with status changes, and synchronize activity in them. The type of information being
synchronized includes status updates and work log activities.
1.
2.
3.
4.
The communication link is bidirectional. Workflow can also be added to the back-office application to send status
updates back to your application. The BMC Service Desk: Incident Management application, BMC Remedy Change
Management application, and Work Orders provide this type of workflow by default. You can add similar workflow to
your custom applications to complete similar updates.
To define commands and command parameters
, and then click . The Define Commands and Command Interface - Define Command Parameters Open
Parameters form appears.
Tip
Select an existing command and click . View
Click . The Commands form appears. Create New Command
Enter information in the fields and click : Save
Field name Description
Command Enter a name for this command.
Direction Select one of the following items:
Inbound Inbound from the application
Outbound Outbound to the application
Operation Type Select one of the following items:
Create Creates a new request
Get Gets information from a request
Update Updates a request
Command Type Optionally select one of the following items:
Append Contains a series of commands
followed by a series of parameters
Interleave Contains a series of alternating
commands and parameters
Description Enter a description.
Selection Type Select . Event
Status Select a status.
4.
1.
2.
3.
4.
Max Queue Enter the maximum number of events that will be
logged on the BPPM-Change plug-in when the
status of the BMC ProactiveNet Performance
Management instance is set to Suspended. This
option is currently used by the BMC Change
Management integration with BMC ProactiveNet
Performance Management.
Pool # Enter a number to identify the thread pool to be
used for the application events.
To pass parameters to a command
, and then click . Interface - Define Command Parameters Open
The Define Commands and Command Parameters form appears.
From the Command drop-down list, select the command that you created earlier and then click under Create
the Command Parameters list.
The Command Parameters form appears.
Enter information in the fields:
Command Enter a name for this command.
Parameter Enter the parameter to be passed to the command.
The parameter must be entered without syntax
errors because no checking is done.
Type Select one of the following items:
In Inbound from the application
Out Outbound to the application
Qual Qualifier
Data Type Select one of the following items:
Character Passes the parameter as a
character data type
Attachment Passes the parameter as an
attachment
O-Length Char Passes the parameter as a
zero length character
4.
1.
2.
3.
Mode Optionally, select one of the following items:
Required Indicates the parameter must be
passed to the command whenever it is used
Optional Indicates the parameter does not
have to be used whenever the command is used
Description Optionally, enter a description.
Defining mappings
You can define mappings between the parameters defined on the Command Parameter form and the Interface Form
that you specified on the Application Registry form.
To define mappings
On the Define Commands and Command Parameters form, select the command to define mappings for.
Click the button below the Command Parameter Mappings table. The Command Parameter Create
Mappings form appears.
Enter information in the fields and click : Save
Field name or area Description
App Registry Name Select the application you registered on the
Application Registry form.
Command Use the selected command or select a command
that you defined.
Parameter Select a parameter that you defined for the selected
command on the Command Parameters form.
Application Fields Map to an appropriate field on the Application
Registry form:
App Interface Form This is TMS:Task.
Field Name Select the field to which to map.
Field ID The field ID is automatically filled in
when you select a field name.
Data Tags For internal use only
3.
1.
2.
3.
1.
2.
Related topic
Defining CAI plug-in options for BMC ProactiveNet Performance Management integration
When integrating BMC Change Management with BMC ProactiveNet Performance Management, you can configure
the Command Automation Interface (CAI) to optimize performance. You can define and configure thread pools for
specific commands. Thread pools for different commands are configured in the CAI:Commands form. For more
information on the CAI:Commands form see, . Defining command parameters
Configuring thread pools defines dedicated CAI threads for use by the specific command. This ensures that
requests from a command use only the dedicated threads, and performance of other command requests to the CAI
is not affected.
To configure the CAI plug-in
Select Application Administration > Application Administration Console > Custom Configuration >
. Foundation > Advanced Options > Command Automation Interface - PlugIn Registry
In the CAI Plug-in Registry window, click . Add
In the CAI Outbound Application Config window, enter the following information and click : Save
Field Description
Pool # Select the pool number defined in the
CAI:Commands form for the BMC Change
Management integration with BMC ProactiveNet
Performance Management.
Number of threads Enter the number of CAI threads to be used to send
change management events to BMC ProactiveNet
Performance Management. This value cannot
exceed the total number of threads defined for the
CAI plug-in.
Default Select to make the current pool the default pool. Yes
Viewing event commands and command parameters
You can view the predefined commands and their command parameters that are installed out of the box depending
on the applications installed.
To view event commands and command parameters
From the list, choose Application Settings Foundation > Advanced Options > Command Automation
2.
3.
, and click . Interface - Define Command Parameters Open
From the field on the Define Command and Command Parameters form, select an event Command
command, and click to open the Command form. View
The following commands are available:
Command Description
BMC Service Request Management Command
(inbound for application requests)
Select the appropriate command from BMC inbound
Service Request Management to the registered
application:
SRM_IN_APP_REQUEST_CANCELLED
Notifies the fulfillment application that the service
request is cancelled
SRM_IN_APP_REQUEST_IN_PROGRESS
request is in progress
SRM_IN_APP_REQUEST_PENDING Notifies
the fulfillment application that the service request
is in pending
SRM_IN_APP_REQUEST_REJECTED
request is rejected
SRM_IN_APP_REQUEST_RESOLVED
request is done
SRM_IN_APP_REQUEST_RESPONDED
request is responded to for SLM calculation
3.
(inbound for push application requests and updates)
Select the appropriate command from BMC inbound
Service Request Management to the registered
application for push application requests and
updates:
SRM_IN_PUSH_APP_REQUEST_INFO
Sends an application request information data to
BMC Service Request Management from the
fulfillment application
Data recognized by BMC Service Request
Management is defined in the command
parameters.
SRM_IN_PUSH_APP_REQUEST_OWNER
Sends an application request owner data to BMC
Service Request Management from the fulfillment
application
Data recognized by BMC Service Request
Management is defined in the command
parameters.
SRM_IN_UPDATE_SR_WORKLOG Creates
a work log entry for the service request.
3.
(outbound for application requests)
Select the appropriate command from outbound
BMC Service Request Management to the
registered application:
SRM_OUT_ACTIVATE_APP_REQUEST
Notifies the application instance to start working
on the request
The fulfillment application must define how to
execute upon receiving this notification.
SRM_OUT_CANCEL_APP_REQUEST
Notifies the application instance that the service
request is canceled
The fulfillment application must define what to do
with this cancellation notification.
SRM_OUT_CREATE_APP_REQUEST
Creates an application instance in the fulfillment
application
SRM_OUT_GET_APP_REQUEST_INFO Gets
information (such as status, description, ID, cost,
and so on) from the application instance that was
created on the fulfillment application
SRM_OUT_PUSH_SR_INFO Sends service
request data to the fulfillment application when a
service request is created from the Service
Request interface form
Specific data that is sent as part of this command
is defined in the command parameters.
SRM_OUT_REOPEN_APP_REQUEST Sends
an event to fulfillment application to reopen an
application request
SRM_OUT_RESOLVE_APP_REQUEST
Sends an event to the fulfillment application to
resolve the application request, such as in the
case of resolving an Incident ticket using a
solution record
SRM_OUT_UPDATE_APP_REQUEST_WORKL
OG Creates a work log entry for the application
request
Change Management Command (outbound for
application requests)
BMC Change Management to the registered
application:
CHG_OUT_CMS_CONFMAN Launches BMC
Configuration Manager
3.
Task Management Command (outbound for
application requests)
Task Management to the registered application:
TMS_OUT_CMS_CHKCOMPLIANCE_STATUS
Requests BMC Configuration Management
Check Compliance Status
TMS_OUT_CMS_DEPLOYMENT BMC
Launches Configuration Management
Deployment Manager
TMS_OUT_CMS_POLICYMGR Launches
BMC Configuration Management Policy Manager
TMS_OUT_CMS_REMOTECTRL Launches
BMC Configuration Management Remote Control
TMS_OUT_CMS_REMOTESCRIPT Launches
BMC Configuration Management Remote Script
TMS_OUT_CMS_VERIFYTASK Launches
BMC Configuration Management Verify Task
TMS_OUT_GET_DATA Queries form for data
Configuring Web Services
You can integrate external applications with BMC Remedy ITSM Suite if you want. There are a number of methods
for integrating external applications but web services provide the most efficient way because they eliminate the need
to create API applications.
For example, you might want to have an event occur in an event-based system that causes the web services client
to connect to BMC Remedy ITSM Suite and create an incident, problem, change, or purchase order ticket.
To work with BMC Atrium Core Web Services, you must register your services. The BMC Atrium Core Web Services
Registry allows clients to obtain information about available services. The services registry is compliant with the
Universal Description, Discovery and Integration (UDDI) standard. For more information about the web services
registry, see . BMC Atrium Core Web Services API components
Recommendation
Register either or of the BMC Remedy ITSM Suite services. all none
The BMC Remedy ARSystem Web Services Registry form and its workflow provide an interface to the BMC Atrium
Web Services Registry, thereby simplifying the registry process. A web service is registered by creating a request in
the form and enabling it. Changing a setting removes the registration. If the registry is unavailable, the workflow
attempts to register or deregister the web service later. The form also reports whether the web service is registered.
Note
Before you can register a web service, the Java plug-in server must be installed and operating,
and you must configure a connection to the BMC Atrium Web Services Registry in the WS
tab of the AR System Administration: Server Information form. For details, Registry Integration
see . Configuring the Web Services Registry integration
To register a BMC Remedy ITSM Suite web service
1.
2.
3.
4.
From the Applications menu open the AR System Administration console. Select AR System
. Administration > AR System Administration console
From the AR System console, open the Web Services Registry. Select System > General >Web Services
. Registry
To open the Web Services Registry
Click the image to enlarge it.

Perform a search for services using the following criteria:
BMC in the field Business Name
No for Publish to Registry?
Yes for Recommended Value
The list of BMC Remedy ITSM Suite services that are shipped with the product is returned.
Note
If you have created entries since installing BMC Remedy ITSM Suite, these are
also returned in the list.
Select a registry from the list. The fields of the form are populated with information about this registry.
AR System Web Services Registry form with list of web services returned
4.
5.
6.
7.
8.
9.
Make the following updates in the Build WSDL URL section:
If you want the WSDL URL to be built and displayed in the field, ensure that is selected for WSDL URL Yes
the field. Build WSDL URL
In the field, replace with the URL of the web server that provides Web Server Address WebServerAddress
the WSDL. Include the port number if required. The syntax is . As you update this http:<webServer>:<port>
field, if you selected *Yes* for the field, the WSDL URL is built and displayed in the Build WSDL URL WSDL
field. URL
In the field, enter the name of the BMC Remedy AR System Server that hosts the web service. ARServer
Make the following updates in the Build End Point URL section:
If you want the end point URL to be built and displayed in the field, ensure that is End Point URL Yes
9.
10.
11.
12.
13.
14.
selected for the field. Build End Point URL
In the field for the end point URL, replace with the URL of the web Web Server Address webServerAddress
server that provides the end point URL. Include the port number if required. The syntax is http://<webServer
. As you update this field, if you selected *Yes* for the field, the end point >:<port> Build End Point URL
URL is built and displayed in the field. End Point URL
In the ARServer field, enter the name of the BMC Remedy AR System Server that hosts the end point URL
for the web service.
For the field, select . Publish to Registry Yes
Save the form.
Complete step 4 through step 8 for all the BMC Remedy ITSM Suite services returned in your search.
Virtualization administrator role
BMC Change Management includes support for the role of virtualization administrator, and an optimized view for this
role.
A virtualization administrator is similar to a change coordinator. However, the virtualization administrator typically
manages change in a virtualized environment. Managing change can include managing changes to virtual machines
or other elements in the virtualized environment. For example, a virtualization administrator sees the Virtualization
Lifecycle Management view of the Infrastructure Change form.
Configuring virtualization administrators and best practice view
The Virtualization Lifecycle Management view provides an optimized view for the virtualization administrator. This
view makes it easier for the virtualization administrator to initiate and manage change for virtual machines.
To configure virtualization administrators to use the Virtualization Lifecycle Management view, or to configure a best
practice view, you must deploy the view. You can deploy it to any of the following entities:
Company Ensures all people in the company see the Virtualization Lifecycle Management view.
Support Group Ensures all people in the chosen support group see the Virtualization Lifecycle
Management view. Use this option for a support group that performs virtualization administration.
Individual Ensures the specified individual sees the Virtualization Lifecycle Management view. Use this
option if individuals, but not the entire support group, are virtualization administrators.
Note
To perform the procedures described in this section, you must have AR System
administrator priveleges.
Example
At Calbro Services, the Backoffice Support group performs the role of virtualization
administrator. The following figure illustrates the configured deployment of the Virtualization
Lifecycle Management view to Calbro Service's Backoffice Support group. In this example,
the Service Desk support group uses the Change Best Practice View.
1.
2.
3.
4.
a.
b.
Deploying the Virtualization Lifecycle Management view to a support group
To configure virtualization administrators and best practice view
From the Application Settings list, choose Foundation > Advanced Options > View Selection Framework
, and then click . - Deploy View Open
In the navigation pane on the left side of the form, select the application name (Remedy Change
) and the role (for example, ). Management Virtualization Administrator
To deploy the view to a company, perform the following steps:
Note
To deploy a view for use at a company level, you must ensure that all users are given an
access restriction record for the company. This can be done from within the People form
(as described in ). By default, a user is given access to the Adding a support staff person
company defined in the Company field of their people profile record. For this function to
work, users must have the matching company access restriction permission and not just
the Unrestricted Access permission.
On the tab, select the company to which you are mapping the view. Company Mapping
If necessary, change the sorting order number.
4.
b.
5.
a.
b.
c.
6.
a.
b.
7.
8.
The sorting order is used when a support group or an individual belongs to more than one company.
A company with a lower sort order value takes precedence over a company with a higher sort order
value.
To deploy the view to a support group, perform the following steps:
On the tab, select the company and organization to which the support Support Group Mapping
group belongs.
From the list, select the support group. Support Group
If necessary, change the sorting order number.
The sorting order is used when a support group or an individual belongs to more than one company.
A company with a lower sort order value takes precedence over a company with a higher sort order
value.
Note
If you need to change the sort order after you save the deployment, you must first
delete the deployment by using the button, and then re-create the Remove
deployment with the new sort order number.
To deploy the view to an individual, perform the following steps:
On the tab, select the company, organization, and support group to which the Individual Mapping
individual belongs.
From the list, select the individual to whom you are mapping the view. People
To save the deployment, click . Add
Close the form and then have the affected users log back in to the application.
Configuring custom views
Views provide different ways of looking at a form. You can change the default view either to one of the views that
are provided out-of-the-box or to deploy a custom view.
Many of the BMC Remedy ITSM applications are provided with more than one view out-of-the-box. For example, the
Incident Management feature of BMC Service Desk is provided with two views, or ways to see the incident request
form: the Best Practice view and the Classic view (see the BMC Remedy ITSM application user's documentation for
specific information about alternate views available in that application). Your organization can also create custom
views for any of the forms accessed by your BMC Remedy Action Request System applications.
Note
To ensure that the correct view is displayed to the user, the user's company must be mapped to
the required view and their company must be explicitly listed in the Access Control pane of their
people record.
The following table contains a high-level outline of the procedures to perform when you are configuring views. To
configure the application for custom views, perform all of the following procedures:
1.
2.
3.
4.
5.
6.
7.
8.
View configuration procedures
Procedure Description
Defining a role Defines the role that you will use later to determine what
people see which views.
Mapping a role Maps the role to a company.
Deploying a view (see Configuring virtualization
) administrators and best practice view
Maps either the company, a support group, or an
individual to a view.
Defining a role
This is the first procedure you perform to configure the application for custom views.
Note
When you finish performing the procedure described in this section, you must restart the BMC
Action Request System server.
To define a role
From the Foundation list, choose , and Advanced Options > View Selection Framework - View Definition
then click . The ViewSelectionRoleDefinition form appears. Open
From the Application Name list, select the name of the application for which you are defining the role.
From the Form Name list, select the form that will be displayed in the new view.
In the field, type the name of the view you are assigning the role to. View Name
Note
The value you type in the field must match the name of the view that appears View Name
on the form that you specified in step 4.
In the field, type the name of the role. Role
Note
You can give the role any meaningful name.
Click . Save
Close the form and then restart the BMC Remedy Action Request System server.
1.
2.
3.
4.
5.
6.
Mapping a role
When configuring your installation to use custom views, after you define a role, you must map it to the company that
will use it.
To map the role
From the Foundation list, choose , and Advanced Options > View Selection Framework - Define Alias
then click . The Define Alias form appears. Open
From the Application Name list, select the name of the application for which you are mapping the role.
From the Role list, select the name of the role that you defined in the preceding procedure.
From the Company list, select the name of the Company for which you are mapping the role.
Note
To deploy a view for use at a company level, you must ensure that all users are given an
access restriction record for the company. This can be done from within the People form
(as described in . By default, a user is given access to the Adding a support staff person
company defined in the Company field of their people profile record. For this function to
work, users must have the matching company access restriction permission and not just
the Unrestricted Access permission.
Click to save the mapping. Add
Configuring flashboards
These topics describe what you must do to configure the flashboards used by your system.
Configuring ROI flashboards
Configuring KPI flashboards
The ROI console provides a platform from which managers can compare the projected costs expected in various IT
service management operations-prior to implementing BMC Remedy ITSM-with the actual costs that are incurred
after the installation. This information helps managers determine how much money their operational areas have
saved by using the BMC Remedy ITSM applications. This information is displayed in a series of flashboard graphics.
The ROI data is collected by the ROI flashboard component according to:
The customer company selected by the user from the ROI console
The date range specified by the user from the ROI console
A set of parameters that are configured from the Application Administration console by someone with ROI
Admin privileges
Some of the information used to configure the flashboards includes numbers used by your organization for creating
estimates and projections. If you do not have this information, it typically is available from the appropriate area
manager.
1.
2.
3.
4.
5.
Using the ROI Administration console to configure flashboards
Configuring Cost of Failed Changes
Cost of Failed Changes calculations
Configuring Cost of Incident Handling
Cost of Incident Handling calculations
Configuring Cost of Outages
Cost of Outages calculations
Using the ROI Administration console to configure flashboards
This procedure describes how to use the ROI Administration console to configure flashboards.
Before you begin
To perform the procedures described in this section, you need permissions. ROI Admin
To use the ROI Administration console to configure flashboards
From the Application Administration console, click the tab. Custom Configuration
From the Application Settings list, choose . ROI Console > Configuration > ROI Administration Console
From the ROI Administration console, select the ROI flashboard graph that you want to configure, and then
click . Configure Metrics
For information about configuring the individual ROI flashboards, see the following sections:
Note
The parameters described in these sections are visible as read-only fields in the
flashboards on the ROI console.
Select the appropriate configuration parameters, and then click . Save
If necessary, configure the other ROI flashboard graph.
In BMC Change Management, unsuccessful change requests are considered failed changes.
The Cost of Failed Changes flashboard graph compares the baseline cost of failed changes that was estimated prior
to implementing BMC Change Management with the actual costs incurred after the implementation.
Note
See for a description of the formulas used to calculate the Cost of Failed Changes calculations
information that appears in this flashboard graph.
You must configure the following variables for this flashboard:
Variable Value
Company The customer company to which the rest of the
parameters described in this section apply. If they apply
to all companies, select . Global
Cost (per hour) The labor cost from addressing failed changes used by
your organization to create a baseline estimate. For
example, if your organization estimates that the labor
cost of a failed change costs 95 dollars per hour, then
enter 95. If your organization estimates that labor cost
resulting from failed changes cost 50 euros per hour,
then enter 50, and so on. The default setting for this
parameter is 100.
This field is an integer field only. You cannot Note:
enter a specific currency.
Effort (in hours) The number of hours to recover from a failed change
used by your organization to create a baseline estimate.
The default setting for this parameter is 25.
Number of Unsuccessful Changes The estimated number of unsuccessful changes, per
month, used by your organization to create baseline
estimates. The default setting for this parameter is 15.
Effort Input Select from the list as follows:
Select this if you want to Specify Effort Estimate
specify the Effort Estimate. This activates the Effort
Estimate field in the Cost of Failed Changes
configuration dialog box. This is the default selection for
Effort Input. The default number of hours is 20.
Select this if you want the Use Baseline Effort
flashboard to use the same value for Effort Input that
you specified in the Effort field. If you believe that the
time it takes to recover from a failed change has been
unaffected by the implementation of BMC Remedy
ITSM Suite then use this option.
Effort Estimate (in hours) The estimated number of hours to recover from a failed
change. Use this parameter to specify an estimated
number of hours to recover from a failed change that is
different from the number specified in the Effort field. If
you believe that the time it takes to recover from a failed
change is different from the Baseline Effort then use this
option.
Cost of Failed Changes calculations
To calculate the information displayed in the graphs, the ROI flashboard uses data gathered from the user (by way
of the flashboard interface), as well as data from the various configured parameters.
The formulas used by these calculations are described in the following table.
The values used in the formulas are:
A = Cost (per hour)
B = Effort (in hours)
Note
Although the user can enter a date range that includes a day of the month, the day of the
month is ignored and only the month and the year are considered. For the purposes of
the system calculations, Start Date is always assumed to be the first day of the selected
month and year, and the End Date is always assumed to be the last day of the selected
month and year. For example, if the user entered May 21, 2009, as the Start Date, and
July 10, 2009, as the End date, the system uses May 1, 2009, as the start date and July
31, 2009, as the end date.
D = Number of Unsuccessful Changes (user-provided data in configuration screen)

F = Effort Input
G = Changes that have failed (this number is calculated by the system)
Cost of Incident Handling flashboard calculations

Flashboard graph Formula
Baseline cost of failed changes (PctCstFC) AxBxD=PctCstFC
Actual cost of failed changes (ActCstFC)
The formula used to calculate the actual cost Note:
of failed changes depends on the parameter that
you select in Effort Input.
Specify Effort Estimate

A x B x G = ActCstFC
Use Baseline Effort
A x F x G = ActCstFC

This flashboard graph compares the baseline incident request call handling costs that were estimated prior to
implementing BMC Service Desk: Incident Management with the actual costs incurred after implementation.
Note
See for a description of the formulas used to calculate the Cost of Incident Handling calculations
Variable Value
parameters described in this section will apply. If they
will apply to all companies, select . Global
Cost (per hour) The labor cost from incident handling used by your
organization to create baseline estimates. For example,
if your organization estimates that the labour cost from
incident handling costs 95 dollars per hour, then enter
95. If your organization estimates that the labor cost
from incident costs 50 euros per hour, then enter 50,
and so on. The default setting for this parameter is 100.
Baseline Effort (in hours) The average number of hours required to handle an
incident request used by your organization to create
baseline estimates. The default setting for this
parameter is 3.
Estimated Requests (per month) The number of incident requests received on a monthly
basis used by your organization to create baseline
estimates. The default setting for this parameter is 750.
Effort Input Select from the following options:
Select this if you want to Specify Effort Estimate
specify the Effort Estimate. This activates the Effort
Estimate field in the Cost of Incident Handling
configuration dialog box. This is the default setting for
Effort Input, and the default value is 3.
Select this if you want the Use Baseline Effort
flashboard to use the same value for Effort Input that
you specified in the Baseline Effort field. If you believe
that the average incident handling time has been
unaffected by the implementation of BMC Remedy
ITSM Suite then use this option.
Select this if you want Calculate Cumulative Effort
the flashboards to calculate the Effort Input value by
totaling the effort of all people who worked on incident
requests during the date range specified by the user.
See for an Cost of Incident Handling calculations
example of how Calculate Cumulative Effort works.
Use Calculate Cumulative Effort only if your Note:
organization is tracking effort in theIncident
Management feature of BMC Service Desk.
Effort Estimate (in hours) The estimated number of hours to complete an incident
request. Use this parameter if you want to specify an
estimated number of hours to complete an incident
request that is different from the number specified in the
Baseline Effort field. If you believe that average incident
handling time is different from the Baseline Effort, then
use this option.
Cost of Incident Handling calculations
of the flashboard interface), as well as data from the configured parameters.
A = Cost (per hour)
B = Baseline Effort (in hours)

Note
31, 2009, as an end date.
D = Estimated Requests (number of)
F = Effort Estimate (in hours)
G = The actual number of incident requests that were closed during the date range specified by the user
(calculated by the system)
H = Cumulative effort of all the people who worked on incident requests during the date range specified by
the user (calculated by the system)
Example
For the date range specified by the user, four incident requests were marked closed. Three of
them each took one person one hour to handle (3 incident requests x 1 person each x 1 hour,
or a total of 3 hours), and one of them took two people each two hours to handle (1 incident
request x 2 people x 2 hours each, or a total of 4 hours). H = 3 + 4, or 7.
Cost of Incident Handling flashboard calculations
Baseline cost of incident handling (ProjCstIH) AxBxD=ProjCstCH
Actual cost of incident handling (ActCstIH)
of incident handling depends on the parameter that
you select in Effort Input.
Specify Effort Estimate

A x F x G = ActCstCH
Use Baseline Effort
A x B x G = ActCstCH
Calculate Cumulative Effort
A x G x H = ActCstCH
The Cost of Outages flashboard graph compares the baseline cost of outages that was estimated prior to
implementing BMC Remedy Service Desk with the actual cost incurred after implementation.
Note
See for a description of the formulas used to calculate the Cost of Outages calculations
Variable Value
parameters described in this section will apply. If they
will apply to all companies, select . Global
Cost (per minute) The estimated outage cost per minute used by your
organization to create baselines estimates. For
example, if your organization estimates that outages
cost 95 dollars per minute, then enter 95. If your
organization estimates that outages costs 50 euros per
minute, then enter 50, and so on. The default setting for
this parameter is 10.
This field is an integer field only. You cannot Note:
enter a specific currency.
Monthly Outages (in minutes) The estimated outage minutes per month used by your
organization to create baselines estimates. The default
setting for this parameter is 10.
Outage Input Select from the following options:
Select this if you Calculate Cumulative Outage
want the system to use the total number of minutes lost
to outages for the specified date range. This is
determined from examining the closed incident request
records that also have related CI Unavailability records.
For each CI Unavailability record, the system calculates
the duration of the unavailability and then adds that
amount of unavailability to the running unavailability
total for the specified date range. This is the default
selection for Outage Input. The Calculate Cumulative
Outage option is dependent on Asset Management.
Select this if you want Specify Estimated Outage
the system to use the number specified in the Estimated
Outage field to calculate the actual outage cost. When
you select Specify Estimated Outage, the Estimated
Outage field appears below the Outage Input field. The
default value is 100. The Specify Estimated Outage
option is not dependent on Asset Management.
Estimated Outage (in minutes) The estimated outage minutes per month used by your
organization to create baselines estimates.
Cost of Outages calculations
of the flashboard interface) as well as from the various configured parameters.
A = Cost (per minute)
B = Monthly Outages (in minutes)
C = Number of months calculated by the system, based on user input

Note
31, 2009, as the end date.
G = The total amount of outages during the date range specified by the user (calculated by the system).
H= The estimated number of minutes lost to outages on a monthly basis that is used by your organization for
creating baseline estimates.
Cost of Outages flashboard calculations
Baseline Cost of Outages (ProjCstO) AxB=ProjCstO
Actual Cost of Outages (ActCstO)
of outages depends on the parameter that you
select in Outages Input.
Specify Estimated Outage

AxHxC=ActCstO
Calculate Resolution Time
A x H = ActCstO
Calculate Cumulative Outage
A x G = ActCstO
The KPI flashboards use graphs to show how well various business processes are performing against their key
performance indicators (KPIs).
Some KPI flashboards present their information in a gauge style graph. Gauge graphs are divided into three zones,
representing the following levels of performance:
Normal-represented by the green line, indicating a normal range of performance
Warning-represented by the yellow line, indicating a normal range of performance, but with a possible breech
of the Alert threshold imminent
Alert-represented by the red line, indicating performance that is in breech of levels deemed acceptable by
your organization
1.
2.
3.
4.
5.
1.
When installed, any given KPI flashboard uses its default values for all of your client companies. To reflect your
environment more accurately, you must change the default values to reflect the service level agreements in force
with your various client companies. If your service level agreements are the same for each client company, you can
update only the global configuration records.
Updating Global configuration records
Creating and updating company-specific configuration records
Updating Global configuration records
Use this procedure to update the gauge thresholds to use the same values for all of your client companies.
You must perform this procedure for each -Global- gauge configuration record.
To update a Global configuration record
On the Flashboard Configuration form, from the Name list, select the name of the gauge graph that you want
to configure.
Click . Search
From the search results list, select the -Global- record related to the gauge flashboard that you are
configuring.
Update the following parameter values according to the way you need this gauge graph to report in your
environment:
Maximum Range The highest number of records that is reported by the gauge.
Minimum Range The lowest number of records reported by the gauge; usually set to 0.
Warning Threshold Configures the percentage of the Maximum Range at which the gauge
changes from Normal to Warning, that is, where the line changes from green to yellow. For example,
if you set the Maximum Range to 1000 records and the Warning Threshold to 75 percent, then the
gauge changes from Normal to Warning at 750 records.
Alert Threshold Configures the percentage of the Maximum Range at which the gauge changes
from Warning to Alert, that is, where the line changes from yellow to red. For example, if you set the
Maximum Range to 1000 records and the Alert Threshold to 95 percent, then the gauge changes
from Warning to Alert at 950 records.
Click . Save
Creating and updating company-specific configuration records
Use this procedure to create or update a company-specific configuration record for the gauge flashboard.
You must perform this procedure for each client-company and gauge-flashboard combination.
To create a company-specific configuration record
On the Flashboard Configuration form, from the Name list, select the name of gauge graph that you want to
1.
2.
3.
4.
configure.
From the Company list, select the client company for which you are creating the configuration record.
Select or change the following parameter values according to the way you need this gauge graph to report on
the client company that you selected in step 2:
Maximum Range The highest number of records that is reported by the gauge.
Minimum Range The lowest number of records reported by the gauge; usually set to zero.
Warning Threshold Configures the percentage of the Maximum Range at which the gauge
changes from Normal to Warning, that is, where the line changes from green to yellow. For example,
if you set the Maximum Range to 1000 records and the Warning Threshold to 75 percent, then the
gauge changes from Normal to Warning at 750 records.
Alert Threshold Configures the percentage of the Maximum Range at which the gauge changes
from Warning to Alert, that is, where the line changes from yellow to red. For example, if you set the
Maximum Range to 1000 records and the Alert Threshold to 95 percent, then the gauge changes
from Warning to Alert at 950 records.
Click . Save
Configuring the Requester Console application
The Requester Console serves as the front end for the BMC Change Management application and the Incident
Management feature of the BMC Service Desk application. It enables users to quickly submit change requests or
incidents.
You must perform configuration tasks to set up the Requester Console for use by the requesters in your
organization.
Note
If you have the BMC Service Request Management installed, the Requester Console is replaced
by BMC Service Request Management.
Access point for the Requester Console custom configuration options
Overview of configuring the Requester Console
Configuring application settings for Requester Console
Configuring summary definitions for the Request Wizard
Configuring surveys
Configuring request rules
Access point for the Requester Console custom configuration options
The custom configuration for Requester Console is accessed from the Requester Console expandable command list
on the tab of the Application Administration Console. Custom
1.
2.
Tip
Carefully read the instructions in the rest of this section before using the configuration commands
in the Requester Console expandable list.
Access point for Requester Console custom configuration
Overview of configuring the Requester Console
This topic describes the steps required to set up the Requester Console.
To set up the Requester Console
Set up the users.
Perform the configuration.
These configuration tasks can be done by an application administrator or another user who has the required
permissions, or several users who have the appropriate permissions for each configuration task, depending on the
size of your organization or your business practices.
Two types of users use the Requester Console: or , who require support from the IT organization, users requesters
and a user, who can view all users' requests and troubleshoot requests that have failed Requester Console Master
or are in error state. Users can also be known or unknown.
1.
Note
To use the Requester Console, you must configure group assignment for the General event type.
Related topics
Group assignment
The users of the Requester Console are requesters who need assistance from the IT support staff to have a change
implemented or an incident resolved. The console is the entry point for users to define, view, update, or cancel
service requests. Any member of your organization can be a requester.
Granting Requester Console access to known users
Granting Requester Console access to unknown users
Granting Requester Console access to known users
When an individual has been defined by a People record, then that individual must be assigned to the appropriate
permission to access the Requester Console.
Known users are those who are defined by a People record.
To use the Requester Console to submit service requests, users must have one of the following types of permission:
Requester Console Master This user is responsible for troubleshooting service requests. The Requester
Console Master can view requests submitted by other users. Requester Console Master permissions
automatically give this user Command Event Master permissions to be able to view events or requests and
troubleshoot them.
Note: If the BMC Remedy Service Management application is installed, the Requester Console Master permission is
not available. BMC Service Request Management permissions replace the Requester console permissions. See Ser
for more information about BMC Service Request Management vice Request Management permissions
permissions.
Registered user This user has been defined and given login information in the People form.
Unknown user Users are considered to be unknown users if they have not been given login information,
even if they have been defined in the People form, or if their Support Staff status is set to "No" on the people
form.
To give known users access to the Requester Console
Add the user using the People record and assign the user login information on the People form. Assign
1.
2.
1.
a.
someone the Requester Console Master permission.
Set the to either or mode, depending on the requirements Tenancy Mode Single-Tenancy Multi-Tenancy
of your organization. See . System settings
Related topics
Granting Requester Console access to unknown users
For unknown users who do not have a BMC Remedy AR System login to be able to access the Requester Console,
the BMC Remedy AR System server Allow Guest User option must be selected. The Allow Guest User option is
available only in single-tenancy mode.
Also, the AR Submitter locked mode option must be selected for users with a read-only license to respond to
surveys. A default People record with a valid BMC Remedy AR System login must be defined in the application for
use by unknown users.
If a user meets any of the following conditions, the user type is "unknown user":
The user has an entry in the People form and in the AR System User form, but does not have an AR System
Login ID in the People form.
The user has an entry in the People form, but does not have an entry in the
AR System User form or an AR System Login ID in the People form. This type of user is also an AR System
Guest User.
The user does not have an entry in the People form, but has an entry in the AR System User form.
The user does not have an entry in the People form or in the AR System User form. This type of user is also
an AR System Guest User.
Some other factors that control allowing unknown users access to the Requester Console follow:
Unknown users are not allowed access if the multi-tenancy option is selected. Multi-tenancy restricts access
of data from different companies or business units. For more information about multi-tenancy, see Configurin
. g multi-tenancy
In addition to setting the Tenancy Mode to Single-Tenancy, the Allow Unknown Users option must be set to
Yes and login information added.
To give unknown users access to the Requester Console
Set the following BMC Remedy AR System configuration options on the BMC Remedy AR System
Administration: Server Information form.
Select the option in the tab as shown in the following figure. Allow Guest Users Configuration
Allow Guest Users option in the Server Information form
1.
a.
b.
c.
Set to on the tab, so users with a read-only licenses can cancel Submitter Mode Locked Licenses
requests and respond to surveys.
Set to on the tab as shown in the following figure, so users with a Submitter Mode Locked Licenses
read-only licenses can cancel requests and respond to surveys.
Submitter Mode option in the Server Information form
1.
c.
d.
2.
1.
2.
3.
Set the option to and add login information as described in Allow Unknown Users Yes Configuring
. application settings for Requester Console
Set the to . See . Tenancy Mode Single-Tenancy System settings
Configuring application settings for Requester Console
The Request Management Application Settings form is used to configure general application settings for the
Requester Console.
Use this form to determine if your organization supports multi-tenancy or usage by a single default company. If your
organization allows unknown users to access the Requester Console to submit service requests, or whether your
organization will use the Requester Console as the front-end application.
To configure application settings for Requester Console
From the Application Settings list, choose , Requester Console > Configuration > Application Settings
The Request Management Application Settings form appears.
Fill in the fields described in the following table:
Field name Description and action
3.
4.
Tenancy Mode
If Multi-Tenancy appears, your organization uses
the field for access control. Company
If Multi-Tenancy appears, you cannot allow Note:
unknown users to access the system; only
registered users are allowed access.
If Single-Tenancy appears, your organization
uses a default company.
For more information about setting tenancy mode,
see . System settings
Company If Single-Tenancy appears, the name of the default
company appears in this field.
Allow Unknown Users Select or if Single-Tenancy appears in Yes No only
the field. Tenancy Mode
If Multi-Tenancy appears in the fi Tenancy Mode
eld, this field is set to . No
If Single-Tenancy appears in the Tenancy Mode
field and you select , specify the proxy login Yes
information.
Default Request ID text Specify the default text that appears in the Request
ID column of the My Requests table on the
Requester Console before an ID is supplied from the
back end application, for example, . In process
This column is filled with the Change ( ) or CRQ
Incident ( ) instance ID. If there is a time lag INC
between the user's submitting the request and the
back end application's creating the request, the
default text that you specify appears.
Enable Requester Console Select or . Yes No
If you select , the Requester Console is the Yes
front end for requesters to submit requests to the
back end applications.
If you select , the requester or support staff No
must submit requests directly from the Change or
Incident form.
Click . Save
Configuring summary definitions for the Request Wizard
1.
2.
3.
Use the Summary Definition form to configure predefined summaries of requests for the Request Wizard.
The summary items that you configure are available from the Summary list on the Request Wizard. Requesters are
then able to select from the list of summary items when creating their service requests.
Notes
You need Summary Definition Config or Request Console Master permissions to configure
summary definitions. Users in the Incident Config and Change Config permission groups
automatically inherit Summary Definition Config permissions.
Before configuring summary definitions, make sure that categorization values have been
configured. Categorization is configured on the Operational Catalog Setup form.
To configure summary definitions for the Request Wizard
From the Application Settings list, choose , and Requester Console > Configuration > Summary Definition
then click . The Summary Definition form appears. Open
Fill in the fields described in the following table:
Summary Enter a summary of the request, for example, Reset
. Password
Summary Categorization Enter or select a category for the summary, for
example, . Account Access
Use summary categorization to group the
summaries in a meaningful way to people using the
Request Console. In this example, a user making a
request could select Account Access> Reset
from the Summary list. The Account Password
Access categorization might also be used for the
Create New Account request.
Company Select the company to which this summary is
available. If you want this summary to be available
to all companies, including guest users, select Glob
. al
Request Type Select the request type for this summary definition.
Summary definitions belonging to the Incident
Incident type create a incident requests. (You must
have the Incident Management feature of BMC
Service Desk installed.)
Summary definitions belonging to the Change
Change type create change requests. (You must
have the BMC Change Management application
installed.)
3.
4.
5.
Impact Select an impact for this summary definition.
The impact depends on how your organization
handles the different types of service requests. For
example, the impact level of a service request for
installing software on a single user's computer might
be , while installing software for a Minor/Localized
department or company might be Significant/Large
or . Extensive/Widespread
System Status Select or . Active Inactive
Tier 1 Select the operational category to which this
summary definition belongs. For example, for a
summary definition of Reset Password, the Tier 1
could be or . Infrastructure Service Password
Category is associated with a company, so the
category values that appear are those that are
available to your company.
Fill in the optional fields described in the following table:
Description Enter a description of the summary definition.
Tier 2
Tier 3
If your organization has defined two or three tiers of
operational categories, you can further classify the
summary definition. For example, for a Tier 1 of
Infrastructure Service, the Tier 2 could be Passwor
, and the Tier 3 could be . ds Exchange Server
Define Keywords Enter keywords for this summary definition.
The keywords that you define are used to look up
possible solutions for incidents from the solution
database. (This is true only if the Problem
Management feature of the BMC Service Desk
application is installed and the solution database
entry is set to the specific categorization value.)
For example, for a summary definition of Reset
Password, a possible keyword could be . Password
Click . Save
Configuring surveys
Use the Survey Question Configuration form to set up survey questions for your requesters. Surveys give the
Business Service Manager or IT Manager an indication of customer satisfaction levels and how the BMC Service
Desk is performing.
You can configure a survey for a specific company or select to make the survey available to all companies. Global
1.
2.
3.
4.
5.
6.
1.
2.
3.
4.
5.
Note
You must have Requester Console Config or Requestor Console Master permissions to access
this form.
To configure surveys
From the Application Settings list, choose , Requester Console > Configuration > Survey Configuration
and then click . The Survey Question Configuration form appears. Open
Select the company to which this survey applies, or select to make this survey available to all Global
companies.
For Request Type, select or . The survey is specific to the specified request type, either Change Incident
change or incident. (The application must be installed for the appropriate request type to appear.)
If users select a summary definition that is mapped to the change request type, they receive the
survey if the Request Type is set to . Change
If users select a summary definition that is mapped to the incident request type, they receive the
survey if the Request Type is set to . Incident
In the four Question fields, enter questions to which you want requesters to respond. Only one question is
required, but you can enter up to four questions.
Click . Save
Note
The Remedy Mid Tier URL for survey notifications must be customized for your
environment. For further information, see Customizing the out-of-the-box survey
. notification URL
Configuring request rules
Use the Request Rules form to set up rules around auto-close of requests and surveys on a per-company basis.
Note
You must have Requester Console Config or Requester Console Master permissions to access
this form.
To configure request rules
From the Application Settings list, choose , and Requester Console > Requester Console Options > Rules
then click . The Request Rules form appears. Open
To modify an existing rule, search for it. The BMC Remedy ITSM installation includes global request rules,
which apply to all companies. For the global request rules, the company is specified as Global.
Select the company to which this rule applies.
5.
6.
7.
8.
Select the status.
Define survey rules:
Enable Survey Select if you want requesters to receive surveys after their requests have Yes
been resolved.
Last Surveyed Days To encourage participation in surveys and avoid overloading requesters with
too many surveys, select the number of days between the distribution of surveys. For example, if you
select 7, seven days will elapse before the next survey is distributed.
Optionally enter a description.
Click . Save
Configuring the Distributed Server Option (DSO) Service
These topics describe how to implement the BMC Remedy Distributed Server Option (BMC Remedy DSO) with the
following applications in the BMC Remedy IT Service Management Suite (BMC Remedy ITSM Suite):
BMC Asset Management application
BMC Change Management application
BMC Service Desk solution (which includes the Incident Management and the Problem Management
features)
The information in these topics refers to the following versions of the BMC Remedy ITSM Suite:
7.6.00
7.5.xx
7.0.xx
The applications run in conjunction with the BMC Remedy Action Request System (BMC Remedy AR System)
server and share a common database. All applications use data from the BMC Atrium Configuration Management
Database (BMC Atrium CMDB) application. The version 7.6.00 release of BMC Remedy ITSM continues the
process of enabling key forms to work efficiently in a environment enabled for DSO. Making the configuration
changes described in this section helps your forms transition smoothly to a new distributed environment.
Note
Before attempting the procedures in this section, you should be familiar with distributed server
operations. For information about BMC Remedy DSO, see Configuring BMC Remedy Distributed
. For information about BMC Remedy DSO and the BMC Atrium CMDB, see Server Option Imple
. menting Distributed BMC Atrium CMDB
Configuring forms to use DSO unique prefixes
DSO implementation with BMC Remedy ITSM applications
BMC Remedy ITSM regular forms as a DSO reference
DSO forms reference
Configuring forms to use DSO unique prefixes
1.
2.
3.
4.
5.
1.
2.
3.
4.
5.
When you are using a distributed environment that has more than one AR System server that can create records,
the servers might create records with the same ID. It is important, therefore, to make sure that the servers create
records with unique IDs. To do this, you create a record ID prefix that is unique to the AR System server that created
it. For example, in a two-server environment where the servers are named Server 1 and Server 2, change the prefix
for incident request records on Server 1 from the default to and on Server 2 to This lets your INC S1INC S2INC.
system distinguish between incident records that were created on Server 1 and Server 2.
To assign unique prefixes to records, you must first configure the BMC Remedy AR System server to use custom
prefixes. How to do this is described in the following procedure. After you configure the BMC Remedy AR System
server, you then create the custom ID prefix for the forms to use. How to do this is described in " To create a custom
form ID prefix ," which follows.
Warning
Do not create unique prefixes using this method if you are configuring a Hub and Spoke
environment. Instead, use the to create the unique prefixes. Hub and Spoke Prefix Manager
To configure forms to allow unique prefixes
To create a custom form ID prefix
To configure forms to allow unique prefixes
From your browser, log in to the BMC Remedy AR System server through BMC Remedy Mid Tier.
Log in using an ID with application administrator privileges.
, and then click . Settings - System Settings Open
To enable the capability to define unique prefixes for records, select . Enable User Defined Prefix
Click . All configurations and settings are now available for use. Save
To create a custom form ID prefix
From your browser, log int o the BMC Remedy AR System server through BMC Remedy Mid Tier.
Log in using an ID with application administrator privileges.
In the browser's address bar, type the following URL and then press : Enter
http://<mid-tierServer>/arsys/forms/<ARserverName>/SHR:SchemaName
Note
The SHR:SchemaNames form opens in the Object list.
Search for the schema that requires a custom prefix by typing the form name in the field on Schema Name
the search form.
See for a complete list of forms by application that require this step. Forms that require a prefix
Select the tab. Form Lookup
5.
6.
7.
8.
9.
10.
a.
b.
a.
b.
11.
12.
13.
In the field enter up to five characters. User Defined Prefix
Repeat to for all forms that require a custom prefix. step 3 step 6
Log in to either BMC Remedy Administrator tool or BMC Remedy Developer Studio, depending on the
version of BMC Remedy ITSM suite you are using. BMC Remedy Developer Studio is available with BMC
Remedy ITSM version 7.5.00 and later.
Open a form that uses custom prefixes. This should be one of the forms that you modified in the preceding
steps.
Do one of the following, depending on whether you are using BMC Remedy Administrator Tool, or BMC
Remedy Developer Studio.
BMC Remedy Administrator Tool BMC Remedy Developer Studio
Open the Field Properties dialog box by
selecting field from the ID Field list on the ID 1
toolbar, and then clicking the b Field Properties
utton.
Select the tab, and change the Attributes
default field values to specify the new custom
prefix that you specified on the
SHR:SchemaNames form.
In the Outline tab, select field . ID 1
In the tab, select the Properties Default Value
property, click its ellipsis button, enter the
custom prefix, and then click . OK
Note
If field is not in the view, you must bring the field into the view. Be sure to remove it ID 1
from the view when you finish. The field ID 1 names are listed in Forms that require a
. prefix
Close the tab or the Properties window. Field Properties
Save the form and close it.
Repeat steps 9 to 12 for all forms that are listed in . Forms that require a prefix
Note
You must add a custom prefix to the files listed in . BMC Forms that require a prefix
recommends, however, that you apply a custom prefix to forms used in your DSO all
implementation.
After each form has custom prefix settings, you must recache the form data. After you do this, the distributed
environment is ready to use.
Forms that require a prefix
Form Field ID 1 Default Prefix
BMC Asset Management forms
AST:CI Unavailability CI Unavailability ID AOT
AST:CMDB Associations Associations ID AAA
AST:PurchaseOrder Order ID PO
AST:PurchaseRequisition Requisition ID PR
AST:PurchaseRequisitionWorkLog Work Log ID PWL
AST:WorkLog Work Log ID AWL
BMC Change Management and
Release Management forms

CHG:Associations Associations ID CHA
CHG:CFG Ticket Num Generator Request ID CRQ
CHG:Infrastructure Change Request ID CRQ
CHG:Template CHG Template ID CTP
CHG:Template Associations Associations ID CTT
CHG:TemplateSPGAssoc TemplateSPGAssoc ID CTE
CHG:WorkLog Work Log ID CWL
RMS:Associations (Not used in BMC
Remedy ITSM 7.0. ) xx
Associations ID RLM
RMS:CFG Ticket Num Generator
(Not used in BMC Remedy ITSM
7.0. ) xx
Request ID RLM
RMS:Template (Not used in BMC
RMS Template ID RTP
RMS:Template Associations (Not
used in BMC Remedy ITSM 7.0. ) xx
Associations ID RTT
RMS:WorkLog (Not used in BMC
Work Log ID RWL
BMC Service Desk: Incident
Management and BMC Service
Desk: Problem Management
forms

HPD:Associations Associations ID HAS
HPD:CFG Ticket Num Generator Incident Number INC
HPD:Help Desk Entry ID INC
HPD:Help Desk Assignment Log HPD Assignment Log ID HDA
HPD:Template HPD Template ID HTP
HPD:Template Associations Associations ID HTT
HPD:WorkLog Work Log ID WLG
PBM:CFG PI TicketNumGenerator Request ID PBI
PBM:Problem Investigation Sys-Problem Investigation ID PBI
PBM:CFG KE TicketNumGenerator Request ID PKE
PBM:Known Error Sys-Known Error ID PKE
PBM:CFG KDBTagNumGenerator Solution Database Tag Number SDB
PBM:Solution Database Request ID SDB
PBM:Investigation Assgnmt Log PBI Assignment Log ID PAL
PBM:Investigation Associations Associations ID PAS
PBM:Investigation WorkLog Work Log ID PIW
PBM:Known Error Associations Associations ID KEA
PBM:Known Error WorkLog Work Log ID WKE
PBM:Solution DB Alias Knowledge Database Alias ID KDA
PBM:Solution DB Associations Associations ID KBA
PBM:Solution WorkLog Work Log ID KDW
PBM:Template PBM Template ID PMT
Foundation and Common forms
AAS:Activity (Not used in BMC
Request ID AAS
AAS:ConfigurationTicketNumGener
ator (Not used in BMC Remedy
ITSM 7.0. ) xx
WOI_Number AAS
AAS:Template (Not used in BMC
AAS Template ID ATP
AAS:WorkInfo (Not used in BMC
Work Log ID AWI
COM:Company Company Entry ID CPY
COM:Company Alias Company Alias ID CPA
CTM:People Person ID PPL
CTM:Region Region ID RGN
CTR:Contract_Relationship (Not
used in BMC Remedy ITSM 7.0. ) xx
Relationship ID CRE
CTR:Rights_Granted (Not used in
BMC Remedy ITSM 7.0. ) xx
Request ID CRG
CTR:Terms_Conditions (Not used in
BMC Remedy ITSM 7.0. ) xx
Request ID TAC
CTR:WorkLog (Not used in BMC
Work Log ID CWL
SIT:Site Site ID STE
SIT:Site Alias Site Alias ID STA
TMS:Task Task ID TAS
DSO implementation with BMC Remedy ITSM applications
This section guides you through implementing DSO in a BMC Remedy ITSM environment.
Transferring data using DSO
1.
Deleting data using DSO
Following are a few examples that show how BMC customers have implemented DSO with BMC Remedy ITSM
applications:
Transfer data for a set of forms to the target server without transferring other, unrelated, data (for example,
transferring only incident (help desk) and related forms).
Create staging forms on both the source and target servers and create DSO workflow to transfer data
between the staging forms. Create additional custom workflow to transfer the data from the staging forms to
the other required forms.
Transfer data of a complete application to the target servers for scenarios such as data replication, archiving,
or reporting.
Note
Regardless of your implementation type, for DSO to work with your BMC Remedy ITSM and non
BMC Remedy ITSM forms, you must create distributed transfer and delete filters, and distributed
mappings, that are specific for each form.
Transferring data using DSO
Note
Before attempting the procedures in this topic, you should be familiar with distributed operations.
For detailed information about performing individual distributed operations, see Setting up DSO
. to synchronize data across multiple AR System servers
To transfer data
Audit forms handling
To manage data in an audit form
Association forms data
Product Catalog form handling
Notification forms handling
Software License Management (SWLM) rules engine forms handling
BMC Remedy ITSM application merge filters
Merge filters used when user is DSO (for distributed transfer)
To transfer data
In BMC Remedy Developer Studio, perform these steps on the source server to transfer data.
Create distributed mappings for the forms by specifying the fields to be transferred. The mapping can be
based on matching IDs, field name, or custom field mappings.
1.
2.
1.
Tip
If you are mapping a source form to a destination form that has the same number of fields
and that use the same field IDs as the source form, base the mappings on matching IDs.
Create a DSO filter, specifying Transfer for the DSO action.
For all forms identified in the only required qualification for the distributed DSO Forms reference
transfer filter, is: . This qualification prevents processing of any modify 'z1D Action' != "DELETE"
filters that execute for that keyword on the source server.
You can set the filter to execute on Submit and Modify with no other specific qualification condition if
the scenario is data replication through DSO from one server to another.
You can use an additional qualification to support your use case. For example, if you want to just
transfer only closed incident tickets, you can qualify the filter to execute only when . Status = Closed
You can create multiple distributed transfer filters, with each filter based on a specific use case
scenario.
Through auditing, you can keep track of changes to data in any form (except display-only forms).
If you have at least one field configured for auditing on a form, data in a main form can be recorded in an audit form
or log form when any of the following actions occur:
A new entry is created on the form.
An entry is deleted on the form.
Any audit field on the form is modified.
Data is merged into a form.
Auditing requires configuration at the following levels:
Form level Enable auditing for a form, specify an audit style, and specify the name of the form that
contains the audited data. If the audit form does not exist, BMC Remedy AR System creates it.
Field level Specify whether a field should be:
Audited A change to the field triggers audit processing.
Copied The field value is copied to the corresponding field in the audit form if the audit field is
triggered. Audit fields that have not changed are not copied.
Audited and copied The field triggers an audit if the field is changed. If it is not changed, it is still
copied.
You can selectively audit entries by providing an audit qualification. If the audit qualification fails, the audit does not
occur (even if the values of audit fields have changed).
For more information about auditing see . Auditing changes to data
To manage data in an audit form
1.
2.
3.
4.
5.
Log in to BMC Remedy Administrator Tool, or BMC Remedy Developer Studio.
Open the form for which you want to manage audit data.
Click . The Form Properties dialog box opens. Form > Form Properties
Select the : Audit property
(BMC Remedy Administrator Tool) In the Form Properties dialog box, click the tab. Audit
(BMC Remedy Developer Studio) Select on the left side of the Form Properties dialog Audit property
box.
The audit form gets records from parent forms based on their audit settings. When data is inserted or
modified in the audited fields on the form, an audit record is created in the specified audit form.
Add the $USER$!= "Distributed Server" condition to the field for the parent form audit Qualification
properties. This qualification ensures the audit form records are transferred to the target server through the
DSO filters only.
If your business requires you to copy the audit record from your source server to the target server, you must create
separate distributed transfer filters for the audit data. lists the BMC Parent forms and corresponding audit forms
Remedy ITSM parent form and the associated Audit form.
Parent forms and corresponding audit forms
Parent form name Audit form name
HPD:Help Desk HPD:Associations HPD:HelpDesk_AuditLogSystem
CTM:People CTM:AuditLogSystem
PBM:Problem Investigation PBM:Solution Database
PBM:Known Error
PBM:Problem_AuditLogSystem
AST:PurchaseLineItem AST:PurchaseOrder AST:CI
Unavailability AST:Configuration
AST:AuditLogSystem
CHG:Infrastructure Change CHG:Associations CHG:ChangeRequest_AuditLogSystem
CTR:ContractBase CTR:AuditLogSystem
TMS:Association TMS:Flow TMS:FlowTemplate
TMS:Task TMS:TaskGroup TMS:TaskTemplate
TMS:Variable
TMS:AuditLogSystem
New in 7.5.0 x
RMS:Release RMS:AuditLogSystem
AAS:Activity AAS:AuditLogSystem
Association forms data
You can transfer data for an association form, such as HPD:Associations or PBM:Investigation Associations, from
the source servers as long as the target server has the same form. Otherwise, the association records do not work.
Product Catalog form handling
If you create a distributed transfer filter for the PCT:Product Catalog form, include the following qualification in the
Run If DSO filter condition.
NOT (
(( 'Product Name' = $NULL$ ) AND ( 'z1D Char02' != $NULL$ ) AND ( 'z1D Char02' !=
'Product ID') AND ($USER$ != "Distributed Server" ))
OR
((( 'Product Name' = "BMC_UNKNOWN" ) OR ( 'Manufacturer' = "BMC_UNKNOWN" )) AND (
'z1D Char02' != $NULL$ ) AND ( 'z1D Char02' != 'Product ID') AND ($USER$ !=
"Distributed Server" ))
OR
(( 'Product Name' != $NULL$ ) AND ( 'Product Name' != "BMC_UNKNOWN" ) AND (
'Manufacturer' != $NULL$ ) AND ( 'Manufacturer' != "BMC_UNKNOWN" ) AND ( 'z1D
Char02' != $NULL$ ) AND ( 'z1D Char02' != 'Product ID') AND ($USER$ != "Distributed
Server" )) OR
( 'z1D Action' = "DELETE" )
OR
( 'z1D Action' = "PDLDELETE" )
)
The qualification is necessary to prevent the following distributed transfer filters from executing when validation
filters modify data in the PCT:Product Catalog records:
PCT:PDC:ChkCategoryIndex_011_Delete
PCT:PDC:ChkProductIndex_013_BMC_UNKNOWN_Delete
PCT:PDC:ChkProductIndex_016_Delete
The following notification forms process transactions and do not store data. No distributed transfer workflow is
required for these forms.
NTE:Notifier Log
NTE:SYS-Define NT Events
NTE:SYS-Group NT Control
NTE:SYS-Individual NT Control
NTE:SYS-NT Process Control
Note
This section applies only to BMC Remedy ITSM 7.5.00 and later.
The following rules engine forms process transactions and do not store data. No distributed transfer workflow is
required for these forms.
RLE:LoadRule
RLE:LoadRuleSet
RLE:LoadRuleSetType
RLE:LoadRunTag
RLE:LoopRuleSpecificData
RLE:RuleEngineFireInterface
BMC Remedy ITSM application merge filters
When a distributed transfer filter executes on the source form on the source server, the data is transferred to the
target form on the target server and any merge filters on the target form are executed.
Merge filters used when user is DSO (for distributed transfer)
Not all out-of-the-box BMC Remedy ITSM application merge workflow is required to execute on a DSO transaction.
To save processing time, BMC has identified and qualified the merge filters necessary to execute if the user is
Distributed Server for a distributed transfer.
This fix is in BMC Remedy ITSM 7.0.x patch009 and the BMC Remedy ITSM 7.5.00 release or later.
The filters are divided into the following categories:
Filters that execute on merge.
Filters that execute on Submit, Modify, or Delete with merge combinations.
Deleting data using DSO
Note
Before attempting the procedures in this section, you should be familiar with distributed
operations. For detailed information about performing individual distributed operations, see Settin
. g up DSO to synchronize data across multiple AR System servers
To delete data
1.
2.
1.
2.
3.
4.
BMC Remedy ITSM application delete filters
To delete data
In BMC Remedy Developer Studio, perform these steps on the source server to delete data.
Create distributed mappings for the forms based on matching IDs, field names, or custom field mappings. Set
these only once for each form that you want to use with DSO.
Create filter workflow for the DSO action to specify the Distributed Delete.
The only required qualification for a DSO delete filter is $USER$ != "Distributed Server". In a two-way
distributed environment, where the target also has the DSO delete filters, this qualification prevents
processing of the DSO delete filter in the target server.
You can set the filter to execute on Delete with no Run If qualification if the scenario is data replication
through DSO from one server to another.
You can create more than one DSO delete filter for different specific use case scenarios of how and
when you want to delete data.
The audit log entries are not deleted in BMC Remedy ITSM applications. In addition, an audit log record is created
when the parent record is deleted. If you have a business requirement to delete audit log entries when the parent
record is deleted, create custom filters for the parent form on the source server as well as the target server. The
following process describes how to create the custom filters.
The parent form filter qualification should contain $USER$ != Distributed Server and should execute on
Delete.
The custom filters qualification should contain $USER$ != Distributed Server and should execute on Delete.
After the record is deleted from the parent form on the source server, the custom filter removes the record in
the audit log form.
On the target server, the DSO filter removes the entry in the parent form and the audit log form DSO filter
removes the entry in the audit log form.
The following notification forms process transactions and do not store data. No DSO delete workflow is required for
these forms.
NTE:Notifier Log
NTE:SYS-Define NT Events
NTE:SYS-Group NT Control
NTE:SYS-Individual NT Control
NTE:SYS-NT Process Control
Note
This section applies only to BMC Remedy ITSM 7.5.00 and later.
The following rules engine forms process transactions and do not store data. No DSO delete workflow is required for
these forms.
RLE:LoadRule
RLE:LoadRuleSet
RLE:LoadRuleSetType
RLE:LoadRunTag
RLE:RuleEngineFireInterface
BMC Remedy ITSM application delete filters
The DSO delete filters on the source server execute on a Delete action and delete the records on the target server
for the respective forms.
As the DSO delete filter removes the target records, a skip workflow is introduced in the BMC Remedy ITSM
applications to prevent the out-of-the-box delete filters for those forms from executing.
The SHR:SHR:SkipDeleteFiltersFor_DSO_User filter is available with BMC Remedy ITSM 7.0.x patch 009 or later
and BMC Remedy ITSM 7.5.00 or later.
BMC Remedy ITSM regular forms as a DSO reference
The following table shows the type of forms, by each BMC Remedy ITSM application, that are required when you
use DSO with BMC Remedy ITSM. Information in each cell refers to the appropriate form section in DSO forms
. reference
Note
To synchronize the foundation data on your target server only once without using DSO, you do
not need to create distributed mappings and filters for the forms listed in Foundation and
. If, however, your business must always synchronize the foundation data on your Common forms
source server with the data on your target server, you need distributed mappings and filters for
the Foundation and Common forms.
Form types required by BMC Remedy ITSM applications
BMC Service Desk BMC Change Management BMC Asset Management
Foundation and Common forms.
See Foundation and Common forms
.
.
.
(CAI) forms. See . CAI forms
Service Request forms. See BMC
Service Request Management forms
.
Service Request forms. See BMC
Service Request Management forms
.
Contract Forms (part of BMC Asset
Management). See Contract
. Management forms
Task Management System forms.
See Task Management System
. forms
Task Management System forms.
See Task Management System
. forms
(SWLM) Rules Engine forms. See S
oftware License Management Rules
. Engine forms
Incident Management forms (part of
BMC Service Desk). See Incident
. Management forms
BMC Change Management forms.
See Change Flashboards forms
. (part of Change Management)
Problem Management Forms (part

of BMC Service Desk). See Problem
. Management forms
Change Flash Boards forms. See C
hange Flashboards forms (part of
. Change Management)
Release Management forms. See R

. elease Management forms
Forms introduced in BMC

Remedy ITSM 7.5.0 x

Release Management forms. See R
. elease Management forms
(SWLM) Rules Engine Form. See So
ftware License Management Rules
. Engine forms
Note
BMCService Desk includes the Incident Management and Problem Management features.
DSO forms reference
The following tables list, by application or module:
All regular forms used by the application or module
The version of the BMC Remedy ITSM Suite in which the form was introduced
Whether the distributed transfer qualification 'z1D Action' != "DELETE" is required in the form, as outlined in
Create a DSO filter, specifying Transfer for the DSO action
Note
The forms listed in the following tables were present in the version 7.0.03 release of BMC
Remedy ITSM Suite, unless otherwise noted by a subsequent version number in the "Initial
version if introduced after version 7.0.03" column.
Foundation and Common forms
Form name Initial version if introduced after
version 7.0.03
Z1D_Action field - required in
distributed transfer qualification
workflow
APR:Approver Lookup Yes
APR:Non-ApprovalNotifications Yes
APR:SYS-ApprovaDefinitionAlias Yes
APR:SYS-Approval Definition Yes
APR Phase Company No
APR:Application Registration 7.6.00 No
APR:Approval Action 7.6.00 No
APR:Approval Chain 7.6.00 No
APR:Approval Chain Element 7.6.00 No
APR:Approval Chain Element Status 7.6.00 No
APR:Approval Chain Status 7.6.00 No
APR:Field Value Pair 7.6.00 No
APR:NextApproverList No
AST:AppSettings Yes
AST:Attachments Yes
AST:AssetPeople Yes
AST:CILifeCycleStatus Yes
AST:CMDB Associations Yes
AST:WorkLog Yes
AST:AssetCost No
AST:ConfigReorderLevels No
AST:DeleteAssets No
AST:Install_ASI No
AST:Inventory Transactions No
AST:InventoryQuantity No
AST:MenuItem_LT No
AST:Impacted Areas No
CBK:ChargeBackStatusMessages Yes
CBK:ConfigCBKTimePeriods Yes
CBK:GenerateChargeBackStatus Yes
CBK:TimePeriods Yes
CFB:FlashboardData Yes
CFB:FlashboardUserView Yes
CFG:Assignment Yes
CFG:AssignmentProcessMapping Yes
CFG:Attachments Yes
CFG:Broadcast Yes
CFG:Broadcast Association Yes
CFG:BroadcastHistory No
CFG:BroadcastSPGAssociation Yes
CFG:Business Holidays Storage Yes
CFG:Catalog Mapping Yes
CFG:CountryCurrency Yes
CFG:Decision Tree Yes
CFG:Decision Tree-Branch Yes
CFG:Generic Catalog Yes
CFG:GenericCompanyModuleAssoc Yes
CFG:GenericProdServiceAssoc Yes
CFG:Geography City Yes
CFG:Geography Country Yes
CFG:Group Event Mapping Yes
CFG:GroupEventMapKDBAssoc Yes
CFG:GroupEventMapScriptAssoc Yes
CFG:MenuItems Yes
CFG:Script Attachments Yes
CFG:Scripts Yes
CFG:Service Catalog Yes
CFG:Service Catalog Assoc Yes
CFG:Time Zone Yes
CFG:WorkLog Yes
CFG:Escalation No
CFG:Geography State/Province No
CFG:HTMLCatalog No
CFG:Inbox 7.5.00 No
CFG:InboxPreferences 7.5.00 No
CFG:PeopleITSkills No
CFG:Pred/Succ Associations No
CFG:ReminderNotifications No
CFG:Reminders No
CFG:WatchList 7.5.00 No
COM:Company Yes
COM:Company Alias Yes
CTM:CFG-ApplicationPreferences Yes
CTM:Login ID Yes
CTM:People Yes
CTM:People Attachments Yes
CTM:People Attributes Yes
CTM:People Benefit Info Yes
CTM:People Education Yes
CTM:People HR Attendance Mgmt Yes
CTM:People HR Time Management Yes
CTM:People IT Skills Yes
CTM:People Organization Yes
CTM:People Permission Groups Yes
CTM:People Profile Yes
CTM:People Template Yes
CTM:People Template NTE Yes
CTM:People Template PG Yes
CTM:People Template SG Yes
CTM:People Travel Profile Yes
CTM:People Wallet Yes
CTM:People WorkLog Yes
CTM:People_Template_SFR 7.5.00 Yes
CTM:PeoplePermissionGrpUnique Yes
CTM:Profile Definition Yes
CTM:Region Yes
CTM:Support Group Yes
CTM:Support Group Alias Yes
CTM:Support Group Assignments Yes
CTM:Support Group Association Yes
CTM:Support Group On-Call Yes
CTM:Support Group Shift Assoc Yes
CTM:Support Group Shifts Yes
CTM:SupportGroupFunctionalRole Yes
CTM:SYS-Access Permission Grps Yes
CTM:Ticket Associations Yes
COM:Company-DynamicTableValue
s
No
CTM:Audit Filters No
CTM:PostalCodes No
FIN:ConfigCostCategory Yes
FIN:ConfigCostCentersRepository Yes
FIN:ConfigCostRates Yes
FIN:ConfigRules Yes
FIN:CostCategoryRepository Yes
FIN:CostCenterUDAAssociations Yes
FIN:Costs Yes
FIN:Payments 7.5.00 Yes
FIN:TemplateCosts Yes
FIN:Association No
Group No
KPI:DataCollection 7.6.00
KPI:FlashboardConfig 7.6.00
KPI:FlashboardData 7.6.00
ROI:CFG_AssetROIConfig 7.6.00
ROI:CFG_ChangeROIConfig 7.6.00
ROI:CFG_IncidentROIConfig 7.6.00
ROI:ConfigurationConsole 7.6.00
NTE:CFG-Country Code Option Yes
NTE:CFG-Notification Events Yes
NTE:CFG-NT Events NonSupport Yes
NTE:CFG-Numeric Pager Prefix Yes
NTE:CFG-Pager Service Config Yes
NTE:Notifier Yes
NTE:SYS:GroupNumberGenerator 7.5.00 Yes
NTE:SYS:NonGroupNumberGenera
tor
7.5.00 Yes
PCT:ModelVersion Patch Yes
PCT:Product Alias Yes
PCT:Product Catalog Yes
PCT:Product Cost Yes
PCT:Product Distribution Yes
PCT:ProductCatalogAliasMappingF
orm
Yes
PCT:ProductCompanyAssociation Yes
PCT:ProductCreateInterface 7.5.00 Yes
PCT:ProductKey 7.5.00 Yes
PDL:MenuItems Yes
PDL:SoftwareLibraryItem Yes
PCT:OSPlatformMenuItems 7.5.00 No
PCT:PatchCompanyAssocStatusFla
gs
7.5.00 No
PCT:Product M/V Utilization No
PCT:Product Model/Version No
PCT:Signature 7.5.00 No
PCT:SignatureProductAssociation 7.5.00 No
PCT:TrustedDataset No
PCT:VersionCompanyAssocStatusF
lags
7.5.00 No
PDL:ApplicationSettings 7.5.00 No
PDL:Attachments No
PDL:CloneEntry No
PDL:ESIDappfiles No
PDL:ESIDappfilesCustom No
PDL:ESIDapps No
PDL:ESIDappsCustom No
PDL:ESIDfiles No
PDL:ESIDfilesCustom No
PDL:ESIDImportStatus 7.5.00 No
PDL:ESIDmanufacturer No
PDL:ESIDmanufacturerCustom No
PDL:ESIDsignature 7.5.00 No
PDL:ESIDsignatureCustom 7.5.00 No
PDL:ESIDsignatureProduct 7.5.00 No
PDL:ESIDsignatureProductCustom 7.5.00 No
PDL:ESIDsuiteapps No
PDL:ESIDsuiteappsCustom No
PDL:ESIDsuites No
PDL:ESIDsuitesCustom No
PDL:ESIDversioninfo No
PDL:ESIDversioninfoCustom No
PDL:File No
PDL:PD_FilesLookup No
PDL:SLIInterface_Create No
PDL:Suite_PDAssociation No
PDL:VendorVersion No
Roles No
SIT:Site Yes
SIT:Site Alias Yes
SIT:Site Company Association Yes
SIT:Site Group Yes
SIT:Site Group Logical Assoc Yes
SIT:Site Zone Yes
SYS:Advanced Search Form List Yes
SYS:Application CleanUp Yes
SYS:Association Type Assoc Yes
SYS:Association Types Yes
SYS:Attribute Permission Group Yes
SYS:Attribute Setup Yes
SYS:ComputedGroupDefinitions Yes
SYS:Date Time Query Rules Yes
SYS:Form Field Selection Yes
SYS:Menu Items Yes
SYS:Menu_With_Permissions 7.6.00 Yes
SYS:Message Box Yes
SYS:NAV Permission Groups Yes
SYS:Notification Messages Yes
SYS:Predefined Queries Yes
SYS:Reported Source Yes
SYS:Request Actions Assoc Yes
SYS:Request Types Yes
SYS:Request Types Associations Yes
SYS:Schema Sort Yes
SYS:Status Query Rules Yes
SYS:Status Reason Menu Items Yes
SYS:Status Transition Rules Yes
SYS:System Settings Yes
SYS:TMP-WorkForm Yes
SYS:User Initialization Yes
SYS:Attachments No
SYS:Clipboard No
SYS:Customize Fields No
SYS:Escalation No
SYS:SelectionFieldFormMapping No
SYS:SelectionFieldLibrary No
SYS:SLM:EventSchedule_Clone No
SYS:SLM:Measurement_Clone No
SHR:ARDBC_OverviewConsoleTem
plate
No
SHR:ARDBCEnumLookup No
SHR:ARDBCFields No
SHR:ARDBCForms No
SHR:PicklistDefinition No
SHR:SchemaNames No
SHR:StringCatalog No
VIS:Help Yes
VIS:Process Yes
VIS:ProcessAcceleratorItem Yes
VIS:ProcessAcceleratorItemView 7.5.00 Yes
VIS:ProcessStage Yes
VIS Process Stage No
VIS Process Stage 2 No
VIS:ProcessFlowStructureSetup No
VIS:ProcessStageCondition No
VIS:ProcessStageMapping No
VIS:Status_Stage_Flow 7.5.00 No
VIS:StatusMapping No
VISProcess No
VISProcessAcceleratorItem No
VISProcessInstanceId No
CAI forms
Form name Z1D_Action field - required in distributed transfer
qualification workflow
CAI:AppRegistry No
CAI:CommandParams No
CAI:CommandParamsMapping No
CAI:Commands No
CAI:PluginRegistry No
BMC Service Request Management forms
version 7.0.03
workflow
SRM:AppInstanceBridge Yes
SRM:QuestionMenuItems Yes
SRM:Request Yes
SRM:WorkInfo Yes
SRM:AppInstanceFlow No
SRM:ApplicationSettings No
SRM:AppTemplateBridge No
SRM:AppTemplateFlow No
SRM:AppTemplateTypeNames No
SRM:CFG Impact No
SRM:CFG Priority Values No
SRM:CFG Priority Weight Ranges No
SRM:CFG Rules No
SRM:CFG Urgency No
SRM:ConfigSurveyQuestions No
SRM:ConsolePreferences No
SRM:Navigational Category 7.5.00 No
SRM:ProcessDefinitionTemplate_Ba
se
7.5.00 No
SRM:ProcessDefinitionTemplate_Di
spProp
7.5.00 No
SRM:QuestionResponse No
SRM:QuestionTemplate No
SRM:ServiceCatalogAssociation No
SRM:Survey No
SRM:SurveyResponseHolder No
RQC:SummaryDefinition No
Task Management System forms
version 7.0.03
workflow
TMS:Relationships Yes
TMS:Task Yes
TMS:TaskEffort Yes
TMS:TaskGroup Yes
TMS:WorkInfo Yes
TMS:AssignmentConfiguration No
TMS:Association No
TMS:AssociationTemplate No
TMS:AuditFilters No
TMS:ConfigPhaseManagement 7.5.00 No
TMS:ConfigPhaseManagementDisp
Prop
7.5.00 No
TMS:Flow No
TMS:FlowTemplate No
TMS:IntegrationConfiguration No
TMS:Metrics No
TMS:MetricsSummary No
TMS:ParentApplicationObject No
TMS:ParentApplicationTemplate No
TMS:ReturnCodeConfiguration No
TMS:SampleApprovalForm No
TMS:SummaryData No
TMS:TaskGroupTemplate No
TMS:TaskTemplate No
TMS:Variable No
TMS:VariableMapping No
TMS:VariableTemplate No
BMC Asset Management forms
version 7.0.03
workflow
AST:AdditionalData Yes
AST:AssetAdvancedSearchCriteria No
AST:AssetCostDepCalcDate No
AST:AssetCostDepreciationHeader No
AST:AssetLease_ No
AST:AssetMaintenance_ No
AST:AssetSoftware_ No
AST:AssetSupport_ No
AST:AssetWarranty_ No
AST:AUD_AssetAssociations Yes
AST:Audit Filters No
AST:CFG UnavailabilityPriority Yes
AST:CFG-Rules No
AST:CI Unavailability Yes
AST:CI Unavailability Audit Filters No
AST:ConfigDepreciationCriteria No
AST:ConfigLicenseMgmt No
AST:ConfigNotification No
AST:ConfigOutage No
AST:Configuration Yes
AST:ConfigurationApprovalProcess Yes
AST:Contract_PD_Relationship No
AST:CostFrequency No
AST:Keys and Versions No
AST:LicenseMgmtException Yes
AST:LicenseMgmtIncludeClass No
AST:Notifications No
AST:OutageLog No
AST:PurchaseLineItem No
AST:PurchaseOrder Yes
AST:PurchaseRequisition Yes
AST:PurchaseRequisitionAttachmen
ts
Yes
AST:PurchaseRequisitionWorkLog Yes
AST:PurchaseReturn Yes
AST:Schedule Association Yes
AST:Schedule Criteria Yes
AST:tmpDifferencesReportData No
AST:ARServerConnection 7.5.00 No
AST:CI Unavailability Audit Filters No
AST:CI Unavailability Interface 7.6.00 No
AST:Compliance_BasicQuestions 7.5.00 No
AST:ComplianceARBased_Advance
d
7.5.00 No
AST:ComplianceMultiplierLookupTbl 7.6.00 No
AST:ComplianceSumOperator 7.6.00 No
AST:ComplianceTempForm 7.5.00 No
AST:ComplianceTemplate_Advance
d
7.5.00 No
AST:ConfCertificateTempForm 7.6.00 No
AST:Config_ActionBase 7.5.00 No
AST:ConfigAction_CalculateSpecific
Data
7.5.00 No
AST:ConfigAction_CompareSpecific
Data
7.5.00 No
AST:ConfigAction_GetSpecificData 7.5.00 No
AST:ConfigAction_UpdateSpecificD
ata
7.5.00 No
AST:ConfigBasicQuestionRegistry_
Base
7.5.00 No
AST:ConfigBasicQuestionRegistry_
DispProp
7.5.00 No
AST:ConfigCompliance_ActionSelec
tList
7.5.00 No
AST:ConfigCompliance_RuleDefiniti
on
7.5.00 No
AST:ConfigCompliance_RuleRefere
nce
7.5.00 No
AST:ConfigConnection_RuleFieldM
apping
7.5.00 No
AST:ConfigLicenseTypeRegistry_Ba
se
7.5.00 No
AST:ConfigLicenseTypeRegistry_Di
spProp
7.5.00 No
AST:ConfigRegistry_FieldIDMapping 7.5.00 No
AST:ConfigRuleSet 7.5.00 No
AST:ConfigUsageProvider 7.6.00
AST:Connection_BasicQuestions 7.5.00 No
AST:ConnectionARBased_Advance
d
7.5.00 No
AST:ConnectionTemplate_Advance
d
7.5.00 No
AST:LC Ticket Num Generator 7.6.00 Yes
AST:LicenseCertificateProductAsso
ciation
7.6.00 Yes
AST:LicenseCertificates 7.5.00 Yes
AST:LicenseJob 7.5.00 Yes
AST:LicenseJobAssociation 7.5.00 Yes
AST:LicenseJobSchedules 7.5.00 Yes
AST:LicenseMgmtRunSummary 7.5.00 Yes
BMC Software License Management Rules Engine forms
version 7.0.03
workflow
RLE:BaseRule 7.5.00 Yes
RLE:CalculationRuleSpecificData 7.5.00 Yes
RLE:ChangePermissionGrp 7.5.00 Yes
RLE:ComplexRuleSpecificData 7.5.00 Yes
RLE:Configuration 7.5.00 Yes
RLE:EngineExceptions 7.5.00 Yes
RLE:FormTemplate 7.5.00 Yes
RLE:GetRuleSpecificData 7.5.00 Yes
RLE:RBA:Tag2Type_Type2Set_Rel
ationship
7.5.00 Yes
RLE:RuleSet 7.5.00 Yes
RLE:RuleSetType 7.5.00 Yes
RLE:RunHistory 7.5.00 Yes
RLE:RunTag 7.5.00 Yes
RLE:StorageRuleSpecificData 7.5.00 Yes
RLE:UpdateRuleSpecificData 7.5.00 Yes
RLE:IDsHolderToUseAsSample 7.5.00 No
RLE:RuleTypesInformation 7.5.00 No
Contract Management forms
version 7.0.03
workflow
CTR:ContractBase Yes
CTR:Audit Filters No
CTR:GenericContract_ 7.5.00 No
CTR:MasterContract_ 7.5.00 No
CTR:Statistics 7.5.00 No
CTR:Rights_Granted 7.5.00 Yes
CTR:Terms_Conditions 7.5.00 Yes
CTR:WorkLog 7.5.00 Yes
CTR:Contract_Relationship Yes
BMC Change Management forms
CHG:Associations Yes
CHG:Attachments Yes
CHG:CFBFlashboard_StagedDataLoader Yes
CHG:CFBFlashboardData_Staged Yes
CHG:CFBFlashboardUserView_Staged Yes
CHG:CFG Calendar Qualification Yes
CHG:CFG Change Risk Determine Yes
CHG:CFG Rules Yes
CHG:ChangeRiskDerivedFactorsTemplate Yes
CHG:ChangeRiskFactorsTemplate Yes
CHG:ChangeRiskFieldSelection Yes
CHG:ChangeRiskMenuItems Yes
CHG:Impacted Areas Yes
CHG:Infra. Change Effort Log Yes
CHG:Infrastructure Change Yes
CHG:SYS Notification Rules Yes
CHG:Template Yes
CHG:Template Associations Yes
CHG:TemplateSPGAssoc Yes
CHG:WorkLog Yes
CHG Rule Status No
CHG:Audit Filters No
CHG:CCMAdminGUI:ServerConfig No
CHG:CCMCalendar:UserDefaults No
CHG:CCMSavedSearch No
CHG:CCMSavedSearch-CRCI No
CHG:CCMSavedSearch-ImpLoc No
CHG:CCMSavedSearch-ServiceCI No
CHG:CFG-Prioritization No
CHG:ChangeRiskDerivedFactors No
CHG:ChangeRiskFactorsDraft No
CHG:ChangeRiskFactorsTemplate No
CHG:ChangeRiskRanges No
CHG:ChangeRiskReportTemplate No
CHG:Copy Function Template No
CHG:CostAllocation No
CHG:SYS-StatusRelationships No
Change Flashboards forms
CFB:FlashboardData Yes
CFB:FlashboardUserView Yes
Release Management forms
version 7.0.03
workflow
RMS:Associations 7.5.00 Yes
RMS:CFG Milestones 7.5.00 Yes
RMS:CFG Notification Rules 7.5.00 Yes
RMS:CFG Rules 7.5.00 Yes
RMS:CFG Ticket Num Generator 7.5.00 Yes
RMS:MilestoneExitCriteria 7.5.00 Yes
RMS:MilestonePhases 7.5.00 Yes
RMS:RelationshipsInterface_Create 7.5.00 Yes
RMS:Release 7.5.00 Yes
RMS:ReleaseInterface_Create 7.5.00 Yes
RMS:ReleaseManifestAssociation 7.5.00 Yes
RMS:ReleaseManifestInterface 7.5.00 Yes
RMS:RMSSLM:Qualbuilder 7.5.00 Yes
RMS:Template Associations 7.5.00 Yes
RMS:TemplateSPGAssoc 7.5.00 Yes
RMS:WorkLog 7.5.00 Yes
RMS:AuditFilters 7.5.00 No
RMS:CFG Prioritization 7.5.00 No
AAS:Activity 7.5.00 Yes
AAS:ActivityInterface_Create 7.5.00 Yes
AAS:CFG Notification Rules 7.5.00 Yes
AAS:CFG Rules 7.5.00 Yes
AAS:Template 7.5.00 Yes
AAS:WorkInfo 7.5.00 Yes
AAS:AuditFilters 7.5.00 No
AIS:GlobalPreferences 7.5.00 No
AIS:IntegrationRegistration 7.5.00 No
AIS:Simulation 7.5.00 No
AIS:SimulationCIs 7.5.00 No
BMC Service Desk: Incident Management forms
version 7.0.03
workflow
HPD:Associations Yes
HPD:Attachments Yes
HPD:Help Desk Yes
HPD:Help Desk Assignment Log Yes
HPD:Impacted Areas Yes
HPD:Template Yes
HPD:Template Associations Yes
HPD:TemplateCustMapping Yes
HPD:TemplateSPGAssoc Yes
HPD:WorkLog Yes
HPD:AppSettings 7.5.00 No
HPD:Audit Filters No
HPD:CFG-Impact No
HPD:CFG-Prioritization No
HPD:CFG-Priority Weight Ranges No
HPD:CFG-Rules No
HPD:CFG-Urgency No
HPD:Statistics 7.5.00 No
BMC Service Desk: Problem Management forms
PBM:Costs Yes
PBM:Impacted Areas Yes
PBM:Investigation Assgnmt Log Yes
PBM:Investigation Associations Yes
PBM:Investigation Attachments Yes
PBM:Investigation Effort Log Yes
PBM:Investigation WorkLog Yes
PBM:Known Error Yes
PBM:Known Error Associations Yes
PBM:Known Error Attachments Yes
PBM:Known Error WorkLog Yes
1.
PBM:Problem Investigation Yes
PBM:Solution Database Yes
PBM:Solution DB Alias Yes
PBM:Solution DB Associations Yes
PBM:Solution DB Attachments Yes
PBM:Solution WorkLog Yes
PBM:Template Yes
PBM:Template Associations Yes
PBM:TemplateSPGAssoc Yes
PBM:Audit Filters No
PBM:CFG-Impact No
PBM:CFG-Prioritization No
PBM:CFG-Priority Weight Ranges No
PBM:CFG-Rules No
PBM:CFG-Urgency No
PBM:ProblemInterface_Create No
Common Foundation tasks
This section describes the tasks that are common across all of the BMC Remedy ITSM Suite.
Deleting information
Use the following procedure to search for information by using the Application Administration Console. You can
search for information already configured in the system by using any of the forms.
To search for information
Open the form that contains the information that you want to find. For example, to open the Company form:
1.
a.
b.
2.
3.
4.
1.
2.
3.
4.
On the tab of the Application Administration Console, choose Custom Configuration Foundation >
. Organizational Structures > Companies and Organizations
Click . The form appears in New mode. Open
In a browser, change to Search mode by clicking on the form. Search
Enter the search criteria.
Tip
Keep your search as narrow as possible. For example, if you perform a search by city
name alone, the search might take a long time and degrade performance on the BMC
Remedy AR System Server.
Click . The records returned by the search are displayed in the results list at the top of the form. Search
This procedure describes how to modify information by using the Application Administration Console. You can make
modifications to information already configured in the system by using any of the forms.
To modify information
Open the form that contains the information to modify.
Search for the information to modify.
Select the item to modify from the search results list. The information for the selected entry appears in the
form.
Make the modifications, and then click . Save
Deleting information
Use the following procedure to delete information by using the Application Administration Console. You can delete
information already configured in the system by using any of the forms. To delete information, you must be a
member of the Administrator permission group, with the following exception:
1.
2.
3.
4.
5.
Note
Users with the following permissions are able to delete site, company, and relationship records:
Unrestricted Access
General Access
Contact People HR Admin
Contact Location Admin
Config Group Mapping Admin
Config Categorization Admin
For more information about these permissions, see . Foundation module permission groups
Warning
The information is permanently deleted.
To delete information
Open the form that contains the information to delete.
Search for the information to delete.
Select the item to delete from the search results list. The information for the selected entry appears in the
form.
If the form contains Status options, select the Delete option, and click . For example, on the Company Save
form, the Status options are in the lower, right corner of the form.
In a browser, click the button below the results list. Delete
To enable BMC Atrium Service Context in BMC Remedy
ITSM applications, and in the BMC Service Level
Management and BMC Service Request Management
applications, you must ensure that you have completed the
following setup steps:
Setup step For more information, see...
BMC Atrium Core components required by BMC Atrium
Service Context are installed and configured
You can ignore this step if the AR System server Note:
is already configured in the BMC Remedy Mid Tier.
Configuring BMC Remedy AR System to support BMC
Atrium Service Context
Web services are registered Registering the Service Context web service for BMC
applications
A user with administrative permissions has been
identified with BMC Atrium Service Context
Configuring authentication for BMC Atrium Service
Context
Users who will access the Service Context Summary
window in BMC Remedy IT Service Management have
the correct permissions
In the context of BMC Remedy IT Service Management,
the BMC Atrium Service Context permissions are rolled
up in the BMC Asset Management permissions.
For information on BMC Remedy IT Service
Management permissions, see . User permissions
For more information on BMC Atrium Service Context
permissions, see BMC Atrium Service Context
. permissions
BMC Atrium Service Context has been configured to
display the information you want
Configuring attributes in the Service Context
Administration window
Configuring BMC Atrium Service Context cache and
data retrieval settings
Configure the Owner field Setting up the Owner field
Troubleshooting If you have problems configuring Service Context, see T
. roubleshooting BMC Atrium Service Context
For other BMC applications, see the online documentation for the application at . http://docs.bmc.com
Registering the Service Context web service for BMC applications
BMC Atrium Service Context sends and receives data
through the Mid Tier. Therefore, to share data with BMC
Atrium Service Context, each BMC application must register
a web service in the Atriumweb services registry.
BMC AR System based applications use theAR System Web Services Registry form.
Other applications, use the web servicesregistryclient APIs.
For BMC Remedy IT Service Management (BMC Remedy ITSM), BMC Service Request Management, and BMC
Atrium Service Level Management, web services are registered by using the AR System Web Services Registry
form. When you install one of these products, a ServiceContext web service record is created in this form. To
register the web service, update this record with information specific to the BMC application or suite.
1.
2.
3.
4.
a.
b.
c.
d.
5.
6.
1.
2.
3.
4.
You can register web services only for BMC Remedy ITSM, BMC Service Request Management, and BMC Atrium
Service LevelManagementapplications from here. You cannot register web services for BBPM or BMC Bladelogic
applications.
Note
Only a user with AR admin rights can register and verify web services for BMC applications.
To register the Service Context web service for BMC applications
From IT Home, go to Applications > BMC Atrium Core > Service Context Administration console >
. Advanced Settings
To configure provide endpoints, click the button. The AR System Web Services Registry form is Configure
displayed.
Click . New Request
Modify the service context record as follows:
In the field, type . Business Name BMC
In the field, type . Web service ServiceContext
In the field, modify the value with the Mid Tier server name, port number, and context WSDL URL
path to reflect your current configuration.
Example syntax for ITSM:
http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_itsm?wsdl
Example syntax for SLM:
http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_slm?wsdl
Example syntax for SRM:
http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_srm?wsdl
In the field, modify the value with the Mid Tier server name, port number, and context End Point URL
path to reflect your current configuration.
Example syntax for BMC Remedy ITSM:
http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_itsm
Example syntax for SLM:
http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_slm
Example syntax for SRM:
http://<midtierServer>:<portNumber>/arsys/services/servicecontext_attr_srm
In the field, choose . Publish To Registry? Yes
Click . Save
To verify the Service Context web service registration for a BMC application
From IT Home, go to Applications > BMC Atrium Core > Service Context Administration console >
. Advanced Settings
To configure provide endpoints, click the respective button. The AR System Web Services Configure
Registry form is displayed
From the results list, select the web service record for your BMC application. ServiceContext
The BMC application name appears in the field as ITSM, SRM, or SLM. Application Name
4.
5.
Verify that the and fields are populated with valid URLs that reflect your current WSDL URL End Point URL
configuration.
For example URL syntax, see step 5 in "To register the ServiceContext web service for a BMC application",
which precedes this procedure.
If you cannot find the ServiceContext web service for your BMC application, or if the URLs are not correct,
follow the steps in to register or re-register Registering the Service Context web service for BMC applications
the web service.
Related topic
For more information on web services in BMC Remedy AR System, see BMC Remedy AR System web services
. architecture
Configuring authentication for BMC Atrium Service Context
For BMC Remedy ITSM, BMC Service Level Management,
and BMC Service Request Management, BMC Atrium
Service Context is authenticated by any BMC Remedy AR
System user with administrator permissions. Configuring
this user enables BMC applications to share data with BMC
Atrium Service Context.
Information about the BMC Atrium Service Context user is stored in the Service Context Authentication Info
. You can access this form by clicking the Configure button on the tab in the Service Console Advanced Settings
Context Administration window.
Before you begin
To configue authentication for BMC Atrium Service Context
To delete a BMC Atrium Service Context user
Before you begin
Create a fixed-license account that is assigned to the Administrator group. You can use the same account for
authenticating all applications with BMC Atrium Service Context. For more information, see Managing permissions in
. BMC Atrium Core
To configue authentication for BMC Atrium Service Context
You can add, edit, and delete BMC Atrium Service Context users from the Service Context Authentication Info
directly. By default, BMC applications create an entry in the Console Service Context Authentication Info
, but you must provide the authentication information. Console
1.
2.
3.
4.
a.
b.
Important
When you install each BMC application or suite, a record is created in the
CMDB.SC:ServiceContextAuthenticationInfo form, even if you choose not to configure a BMC
Atrium Service Context user during the installation process.
Therefore, even if you are configuring the BMC Atrium Service Context user for the first time, you
must search the for an existing record to modify. Service Context Authentication Info Console
Open the Service Context Administration window.
Select the tab. Advanced Settings
Click corresponding to . Configure Configure authentication information
The opens. Service Context Authentication Info Console
Service Context Authentication Info Console
To modify an existing user:
Select the record that pertains to the BMC application for which you want to configure the BMC Atrium
Service Context user.
Enter or modify the values in the authentication fields.
Service Context authentication fields
The following table lists the fields in the Service Context Authentication Info Console.
Important
Make sure that the values you enter in the User Name, Password, and Authentication
String fields exactly match an existing BMC Remedy AR System administrator user. If
you change that user's password or implement an authentication string, you must
update the corresponding user configuration in the Service Context Authentication
. Info Console
Name Value
Business Name
(do not modify)
BMC
4.
b.
5.
a.
b.
6.
1.
2.
3.
Service Name
(do not modify)
ServiceContext
Application Name
(do not modify)
ITSM, SRM, or SLM
Server Name The name of the BMC Remedy AR System
server as it appears in the Mid Tier
Configuration Tool.
User Name By default, the user name is <Administrative
. User>
You must replace this dummy value with the
name of the BMC Remedy AR System user
that you want to register as the BMC Atrium
Service Context user. This user must have
administrator permissions and a fixed license.
You can configure the same BMC Remedy AR
System user for all of your BMC applications.
For information about BMC Remedy AR
System users, see Creating and managing
. users
Password The password (if any) of the BMC Remedy AR
System user that you want to register as the
BMC Atrium Service Context user.
Authentication String The authentication string (if any) for the BMC
Remedy AR System user that you want to
register as the BMC Atrium Service Context
user. For information about authentication
strings, see Authentication String Alias
. introduction
Do not modify values in the Business Name, Service Name, or Application Name fields. These
values are used internally by BMC Atrium Service Context.
If an entry for an application is not available, configure a new user:
Click . Add New
Enter the values in the fields as shown in the Service Context authentication fields table.
To delete a BMC Atrium Service Context user
Select the tab. Advanced Settings
Click the corresponding to . Configure button Configure authentication information
3.
4.
5.
1.
2.
3.
4.
The opens. Service Context Authentication Info Console
All the existing records for each installed BMC application are displayed in a table.
Select the record that pertains to the BMC application for which you want to delete the BMC Atrium Service
Context user.
Click . Delete
Setting up the Owner field
The field appears in the information panel by default. Owner
However, before the Owner field can display information, a system administrator must enter the owner information
into the and fields when creating a computer system CI. For more information, see Owner Name Owner Contact Cr
. eating a Computer System CI
Testing connectivity with BMC Atrium Service Context providers
When you configure BMC Atrium Service Context, multiple
providers are configured in the UDDI registry. You might
want to verify if the providers are configured correctly and
can be connected.
To test connectivity with BMC Atrium Service Context providers
Go to . Atrium Core > Service ContextAdministration
Click the tab. Test Connections
Click . Test
Thefollowinginformation is displayed:
All the Service Context providers from the UDDI repository are displayed.
The section lists each of the providers with the following details: Attribute Loading Test Result
4.
1.
2.
3.
Application: From where the attributes are loaded
URL: URL of the providers web service
Result: If connection failed orsucceeded
Number of attributes loaded: Number of attributes loaded from the application
Attribute names: Names of attributes loaded from application
The section lists each of the providers with the following details: Data Loading Test Result
Application: Name of application from you want to read data
URL:URL of the providers web service
Result: Status of attributes from which it was possible to read data.
Configuring social collaboration
This section describes how to configure chat functionality, Twitter notification, and RSS feeds for BMC Remedy
ITSM.
Configuring chat settings
Configuring the Twitter integration
Defining RSS feeds
Enabling chat, Twitter notifications, and RSS feeds
Configuring Twitter notifications for companies
For information about using social collaboration features, see . Using social collaboration
After you have , you must configure chat for BMC Remedy ITSM. enabled the chat option
Note
For information about setting up the OpenFire chat server, see Installing and configuring the
in the Configuring Chat section of the BMC Remedy Action Request System Openfire chat server
documentation.
To configure chat settings
Select Application Administration Console > Custom Configuration > Foundation > Social
. Collaboration > Chat Settings
Click . Open
The Chat Settings window is opened in the Search mode.
Select one of the options from the list: Action On Chat Conversation
Save and not allow edit - Your chat is automatically saved as a work log in the Work Info area, and
you cannot edit it.
Save and allow edit - Your chat is automatically saved as a work log in the Work Info area, and you
can edit it.
3.
4.
5.
1.
2.
Do not save - Your chat is not saved, and the work log is discarded.
Click . Save
For your changes to take effect, log out and log back on.
Related topic
Mapping the BMC Remedy AR System users to the chat server
Installing and configuring the Openfire chat server
This topic provides instructions for installing and
configuring the Openfire chat server version 3.7.1.
Prerequisites
To configure the Openfire database
To configure the Openfire chat server to work with BMC Remedy AR System server
Prerequisites
Download the Openfire 3.7.1 installer from . Make sure that Openfire is http://www.igniterealtime.org/downloads
installed and functional before proceeding to the following section.
For documentation related to Openfire 3.7.1, see . http://www.igniterealtime.org/projects/openfire/documentation.jsp
To configure the Openfire database
The following procedure provides instructions for configuring the Openfire database:
Manually create the database. For more information, see theOpenfire Database Installation Guide.
Note
BMC recommends that you create a new database with new database users (for
example, openfire) instead of creating Openfire database tables in the BMC Remedy AR
System database.
( ) When using Oracle database for Openfire, the following error is displayed in the For Oracle database only
Openfire logs:
org.jivesoftware.openfire.group.Group - ORA-01400: cannot insert NULL into ("SYST
EM"."OFGROUPPROP"."PROPVALUE")
java.sql.SQLException: ORA-01400: cannot insert NULL into
("SYSTEM"."OFGROUPPROP"."PROPVALUE")
This error occurs because the Oracle database treats the empty string as NULL and the default OfGroupPr
table PROPVALUE column setting is NOT NULL. To resolve this issue, alter the table to allow NULL op
values as shown in the following figure:
2.
3.
1.
a.
b.
c.
NULL values
After the installation is complete, start the OpenFire server using one of the following options:
Navigate to the directory and run one of the following files: OpenfireInstallDir/bin
For Microsoft Windows openfire.exe
For Linux openfire
OR
Create the Openfire service as per the instructions given in the and start Openfire Installation Guide
the service.
To configure the Openfire chat server to work with BMC Remedy AR System server
Open the Openfire Administration Console (default location ) and follow the setup steps http://127.0.0.1:9090
given below in the Setup wizard:
Choose the language.
This setting is only for setting the language for web-based administration portal and not for
messaging.
Under Server settings, provide the host name where Openfire is installed and enter the appropriate
values for the ports.
Make sure that the Openfire host name is the same as the property specified XMPPServerName
during the procedure. Configuring the BMC Remedy AR System server to work with the chat server
Under Database Settings, choose Select the database name Standard Database Connection.
created in above from the drop-down menu for the field and enter step 3 Database Driver Presets
the JDBC connection settings and the database user settings.
For example, if the server is and it is hosted on , that is, the same host MS SQL server ofserver
name as that of the DB name ( ) and the DB user ( ), the values would be: openfire ofuser
Database Driver Presets: 'Microsoft SQLServer'
( ) Automatically populated once preset is selected JDBC Driver Class:
net.sourceforge.jtds.jdbc.Driver
1.
c.
2.
3.
1.
2.
3.
a.
b.
c.
( ) Provide the hostname:port and the database name Database URL:
jdbc:jtds:sqlserver://DatabaseServer:1433/openfire;appName=jive
Username: ofuser
Password: <password>
Note
The remaining values can be changed according to your requirement.
Under Profile Settings, choose the option. Default
Under Administrator Account, enter a valid password for the user . admin
The Openfire chat server configuration is complete.
Mapping the BMC Remedy AR System users to the chat server
There are two ways to map the BMC Remedy AR System
users to the chat server:
To use the Openfire AR Authentication plugin ( ) for mapping arauth.jar
To use the AR System Chat User Mapping form for mapping
To use the Openfire AR Authentication plugin ( ) for mapping arauth.jar
The Openfire AR Authentication plugin allows BMC Remedy AR System users to get authenticated automatically on
the Openfire server.
Follow the steps given below to install the Openfire AR Authentication plugin:
Stop the Openfire process.
Go to and copy the https://communities.bmc.com/communities/docs/DOC-19158 arauth.jar,arapi<Ver>.jar,
and the files into the directory. arutil<Ver>.jar OpenfireInstallDir/lib
Note
The BMC Remedy AR System Authenticator Plugin is tested with Openfire 3.7.1.
Open the Openfire Administration Console ( ) and go to . http://:9090 Server > System Properties
Click the icon for the property and change the value to Edit provider.auth.className org.jiv
esoftware.openfire.auth.HybridAuthProvider
Click and add the following properties under the Add new property section: Save Property
Name: hybridAuthProvider.primaryProvider.className
: Value org.jivesoftware.openfire.auth.DefaultAuthProvider
Name: hybridAuthProvider.secondaryProvider.className
: Value com.bmc.arsys.social.chat.openfire.auth.ARAuthProvider
3.
c.
4.
1.
2.
(When using third-party applications) To connect to the Openfire server on behalf of BMC Remedy
AR System user, add the following AR Server entries under the Add new property section:
Name: arsProvider.password.<ARServerName>
: Value <Remedy-App-Service-Password property value in the ar.cfg file
of that server>
Name: arsProvider.port.<ARServerName>
: Value <ARServerPortNumber>
Note
You can add multiple servers if you are using the same Openfire server for
other BMC Remedy AR System servers.
Start the Openfire server and log on by using the BMC Remedy AR System user name and password with
external chat clients. For example, pidgin.
Note
If the Openfire server has installed this AR Authentication Plugin, change the value of the
property to in the ChatConfig Definition Name as XMPPServerHasARAuthPlugin true
specified in the Configuring the BMC Remedy AR System server to work with the chat
section. server
To use the AR System Chat User Mapping form for mapping
Using the AR System Chat User Mapping form, you can create the Openfire users manually (or use existing users)
and map them to the BMC Remedy AR system users. The mapped user is used to log on to the Openfire server.
Note
When BMC Remedy AR System users are mapped to the Openfire users, do not install the AR
Authentication plugin on the Openfire server.
For mapping the BMC Remedy AR System user names that are not XMPP compliant to the Chat user
names, open the AR System Chat User Mapping form in a browser.
Note
The user names that do not contain spaces, capital letters, or a combination of letters
from a to z and numbers from 0 to 9 are XMPP compliant. For the BMC Remedy AR
System user names that are not XMPP complaint, provide the appropriate XMPP
compliant user name, so that this mapped user name can be used for logging on to BMC
Remedy AR System from external clients.
Provide the required information in the AR System Chat User Mapping form as follows:
AR System Chat User Mapping form fields
2.
3.
AR User ID Manually type the BMC Remedy AR System user
ID.
Note
Ensure that the ID is a valid
XMPP ID that contains no white
spaces and consists of only a-z
lowercase letters and 1-9 digits.
Chat User ID The chat server user ID.
Chat Password The chat user password.
Chat Provider A reference field for future use. For the current
version, set the value to (or any other Openfire
XMPP chat server that you are using).
Save the form.
BMC Remedy ITSM enables users to receive notifications via external notification applications. This capability is
used to enable notifications via Twitter. For users to be able to receive notifications, the BMC Remedy ITSM
administrator must create a functional account that receives notifications configured to be sent to Twitter and passes
them to the external notification application. In the case of Twitter, BMC Remedy ITSM receives the notifications and
sends them to a Twitter account linked to the BMC Remedy ITSM system. Users can follow the BMC Remedy ITSM
Twitter account using their personal Twitter accounts to receive and view the BMC Remedy ITSM notifications.
Note
Ensure that internet connectivity is available on the computer where you are mapping the user to
a Twitter account and also on the computer where the plug-in server is running. Additionally,
ensure that access to the Twitter account from BMC Remedy AR System is not blocked by any
firewall.
1.
2.
3.
4.
Recommendation
Create the BMC Remedy ITSM Twitter account specifically for communicating BMC Remedy
ITSM notifications; do not use or create a personal Twitter account. Set up the account to require
explicit approval before users can follow it. The Twitter account must be authorized before it can
be associated with a BMC Remedy AR System user.
BMC recommends that users use company-specific accounts, not personal accounts, to follow
the BMC Remedy ITSM Twitter account. These company-specific accounts should be tied to the
company email in the users' People record, and the BMC Remedy ITSM Twitter account should
accept only accounts with a company email address as followers.
This restriction allows only company employees to follow and receive notifications from the
Remedy ITSM Twitter account. When an employee leaves the company, that employee can no
longer receive notification email messages from the BMC Remedy ITSM Twitter account. The
company should make it a part of their off-boarding process to "Unfollow" that account.
To create and authenticate a functional Twitter account for BMC Remedy ITSM
. Collaboration > External Notification Registration
Click . Open
The Configure External Notification Registration form is opened in the Search mode.
From the menu at the top of the page, select . New Request
Enter details in the following mandatory fields:
Company Select . Global
Notification Content Select the content for which you want to send
notification. Currently, only BMC Remedy ITSM
Broadcast is supported.
AR Functional User Enter the user name of the BMC Remedy AR
System user to whose account you want to
associate the Twitter account. The field lists valid
suggestions as you enter the user name. Select the
appropriate user name from the list.
Notification Mechanism To receive notifications on Twitter, select . Twitter
4.
5.
6.
7.
8.
9.
10.
11.
Associated Account Name Enter the user name of the Twitter account that is
used to communicate BMC Remedy ITSM
notifications.
This account should be the Twitter account created
specifically for communicating BMC Remedy ITSM
notifications and not a personal Twitter account.
If you have already associated this Twitter account,
the field is disabled. Click t PIN Authorize Account
o reauthorize the Twitter account.
Click . Authorize Account
You are directed to the Twitter logon page.
Notes
If you see the following error, set the clock on the BMC Remedy AR System
server to synchronize with your time zone:
Error in plugin : 401:Authentication credentials (http://dev.twitt
er.com/pages/auth) were missing or incorrect. Ensure that you
have set valid conumer key/secret, access token/secret, and
the system clock in in sync. Failed to validate oauth
signature and token Relevant d (ARERR 8753)
BMC cannot control errors caused by Twitter when you access it through BMC
Remedy ITSM. If an error is displayed on the Twitter logon page, close the
browser window and click again. Authorize Account
Enter the associated account name and the account password to get your authorization PIN.
Click . Authorize app
Enter the PIN number displayed on the web page in the field. PIN
Log out of the Twitter logon page and close it.
In the field, select . Status Enable
Click . Save
The selected Twitter account is authenticated to receive notifications.
Defining RSS feeds
You must define RSS feeds in BMC Remedy ITSM to which users can subscribe.
1.
2.
3.
Note
RSS (Really Simple Syndication) format is used to deliver regularly changing web content to
users. It is a way to easily distribute updates notices, headlines, or content to a wide number of
people. RSS works by having author maintain a list of notifications at the defined location in a
standard way. This list of notifications is called an "RSS feeds". People interested in the
information provided by the RSS feed can subscribe to this list.
RSS provides very basic information to do its notification. It is a list of items presented in order
from ascending order from the new information placed ahead of the older information. The
notification usually consists of a simple title that describes the notification, sometimes including a
more complete description. It also includes a link to the web page where the actual information
described is available.
To define RSS feeds
. Collaboration > RSS Feed Definition
Click . Open
The AR System Feed Definition form is displayed.
Provide the required information to define the RSS feed.
3.
AR System Feed Definition form
Basic Feed Information
Status Shows the status of the RSS feed, which can be one
of the following values:
Draft - Work in progress
Active - Ready for use
Mark As Deleted - Not available for use
Feed Name Enter the name of the RSS feed
Description Provide a description of the RSS feed
3.
Retain for (seconds) Specify the number of seconds that you want to
retain the RSS feed before updating the feed. The
default value is 3600 seconds.
Permitted Subscribers Specify groups who want to receive the RSS feed
Drill Down VUI Specify the name of the view for the form from which
you want to receive the RSS feed
Feed Form Details
Server Specify the BMC Remedy AR System server name
from which you want to receive RSS feeds
If you want to receive RSS feeds from remote Note:
BMC Remedy AR System servers, add those server
names using this field. Make sure that these remote
servers are added to mid tier and that you specify
the same names. If this field is left blank, RSS feeds
are generated from the local server.
Form Specify the BMC Remedy AR System form from
which you want to receive the RSS feed
Article Title Specify the title of the RSS feed, also known as an
article
If the value selected in the Article Title field is Note:
null or blank, the field name is displayed instead of
the field value.
Article Description Provide a description of the RSS feed
Qualification Specify qualification criteria for the RSS feed
Sort By Specify sorting criteria for the RSS feed
Drill Down VUI Specify the name of the view for the form from which
you want to receive the RSS feed
System Information
Flush Cache Flush the BMC Remedy AR Server cache
3.
4.
1.
2.
3.
4.
5.
Force Refresh Disregards the Retain for (seconds) field value.
Every time a request is raised, the mid tier retrieves
the information from the BMC Remedy AR System
server.
This might impact the BMC Remedy AR Note:
System server.
Request ID Request ID
Submitter Name of the user submitting the request
Create Date Date of creation
Assigned To Name of the person to whom the RSS feed has
been assigned
Last Modified By Name of the person who last modified this form
Modified Date Date this form was last modified
Click . Save
To use the chat, Twitter notification and RSS feed functionality, you must enable it. Out of the box, these options are
disabled by default.
To enable chat, Twitter notification, and RSS feed functionality
Select Application Administration Console > Custom Configuration > Foundation > Advanced Options
. > System Configuration Settings - System Settings
Click . Open
Select the Social Collaboration features to enable:
Enable Notification via Twitter
Enable RSS Feed
Enable Chat
Click . Save
For your changes to take effect, log out and log back on.
Configuring Twitter notifications for companies
Social Collaboration functionality introduced in this release allows BMC Remedy ITSM applications to send
notifications via Twitter. The out-of-the-box configuration is restricted to ITSM broadcast messages that are Public
and provided for the Global company. This functionality is tenant (Company) aware and can be configured to send
Twitter notifications for messages other than those designated as Public or defined for the Global company. This
section provides guidelines on customizing the application to enable these Twitter notifications.
1.
2.
3.
4.
5.
6.
Note
You must have prior BMC Remedy development experience to perform the following procedure.
To configure Twitter accounts to receive ITSM Broadcast messages sent based on company
Select Administration Console > Application Administration Console > Custom Configuration >
. Foundation > Social Collaboration > External Notification Registration
On the External Notification Registration form, create an entry for each company to which you want to send
broadcasts via Twitter. For more information, see . Configuring the Twitter integration
Open the active link. SHR:LHP:OpenTwitterBrowserPage
This active link is executed when the user clicks the Twitter icon on the IT Home page. The initial action is to
open the Twitter follow page based on the assumption that only one company, Global, has been set up in the
system.
For a multitenant environment, you must modify this active link action to display a dialog box that displays a
table with a list companies configured in Step 2.
Create a new dialog box and add a table to display the list of companies.
In the Tree/Table Property dialog box, select your Server and then the Data Source values. Then enter the
following values:
Form name CFG:ExternalNotificationRegistration
Qualification ('NotificationContent' = "ITSM Broadcast") AND ('NotificationMechanism' = "Twitter")
AND ('Status' = "Enable")
Recommendation
Manually enter the qualification. If you copy and paste it from this web page, you
might receive errors.
6.
7.
8.
9.
Select the following fields as , as well as any other fields that you want to display in Table Columns
the table:
Company
NotificationContent
ExtNotificationAccountName
On the dialog box, create an active link that will run when you select an entry from the table. The active link
should perform a run process similar to the original SHR:LHP:OpenTwitterBrowserPage active link.
Note
Make sure you save your configurations and set the permissions to public.
Enter the following information in the Run Process action of the active link:
PERFORM-ACTION-OPEN-URL new
<$col_ExtNotifAccountName$> corresponds to the last column defined in the table created.
Open the filter. CFG:PBB:SentNotificationToTwitter
This filter is executed when a broadcast message is saved with the flag set to . SendToTwitter Yes
9.
10.
11.
12.
Modify the qualification of the first set field action as follows:
('Company' = $Company$) AND ('NotificationContent' = "ITSM Broadcast") AND
('NotificationMechanism' = "Twitter") AND ('Status' = "Enable")
This qualification enables the system to identify the specific Twitter account that matches the company
instead of the default Global company.
Change the run-if condition of the following active links to remove the Company definition from the condition.
The field is then enabled or disabled irrespective of the condition in the field: Sent To Twitter Company
CFG:PBB:OnOpen_EnableTwitter
CFG:PBB:ViewAccess_EnableTwitter
CFG:PBB:Company_EnableTwitter
Example
In the first active link you created, change the run-if from:
('Company' = "- Global -") AND ('View Access' = "Public") AND (
NOT ($VUI$ LIKE "Dialog View%"))
to:
('View Access' = "Public") AND ( NOT ($VUI$ LIKE "Dialog
View%"))
Save your changes.
This topic provides an overview of the set up process for a hub and spoke capability.
Environmental requirements
Set up processes
Where things happen
Using the Data Management dataload tool
Where to go from here?
For an overview of the hub and spoke capability, see . Hub and Spoke capability overview
Note
To perform the procedures described in these topics, you must log on to the BMC Remedy AR
System server with an ID that has Remedy Administrator privileges.
Environmental requirements
To use the Hub and Spoke capability, the hub server and the spoke server must run with version 8.1 of the BMC IT
Service Management suite, including BMC Service Request Management, and foundation elements. You cannot set
up the Hub and Spoke capability with some applications running at an earlier release level.
This requirement extends to the following applications:
BMC Remedy Action Request System
BMC Atrium Core
BMC Service Desk
Atrium Integrator
Also, you cannot set up the hub and spoke capability on servers that are upgraded from an earlier release of the
BMC Remedy ITSM suite. The hub server and the spoke server must run new installations of the BMC Remedy
ITSM 8.1 suite.
You can, however, install new versions of the BMC Remedy ITSM 8.1 suite on servers that are running versions of
BMC Remedy Action Request System and BMC Atrium Core that have been upgraded from earlier versions of
those applications.
Set up processes
The following illustration provides a high-level map of the processes that you must perform to register a hub server
and the spoke servers in your environment. Use this process for all registration scenarios. Ensure you perform each
process in the order indicated by the diagram.
Note
Perform each of the steps marked with an asterisk any time that you add a spoke server to an
existing hub and spoke system.
Note
During the registration process (after running the Prefix Manager), you must restart the BMC
Where things happen
This section describes on which server you perform the various registration and any ongoing administration
functions needed to set up and maintain a hub and spoke system. It also tells you which aspects of a hub and spoke
system are unique to the hub server and to the spoke server.
Hub server
Perform the following tasks on the hub server:
Create or update information for service provider companies, including the following foundation data records
and all of their related child forms:
Company (for more information about configuring companies, see ) Configuring companies
Location
Site
Organization
Support Group
People
Create or update Company records for each operating company in the hub and spoke system.
When upgrading an existing server for use as a spoke server, you must re-create the Company
records that reside on the existing server. This enables the service provider support staff to work with
records on the spoke server from the hub server.
When adding a new spoke server to an existing hub and spoke system, synchronize the
service-provider-specific foundation data with the new spoke server. This updates the
service-provider-company-specific foundation data on the new spoke server.
Operating company names must be unique across the entire hub and spoke environment.
Note
The DSO service dynamically synchronizes all of the information created on the hub server with
the spoke servers, except when you are adding a new spoke server to an existing hub and spoke
system. Adding a new spoke server to an existing system requires the preceding separate
synchronization step.
Spoke servers
The default behavior of a spoke server prevents you from creating or updating Company, Support Group, and
People records (or any of their related child records) for company. However, you can configure a spoke server any
to let you create and update these record types. If you update a Company, Support Group, or Peoplerecordona
spoke server that was created on the hub server (for example, a service-provider-company People record), the
record is overwritten during the next update of that record from the hub server.
Any transactional data created on the spoke server through the hub server or through a spoke mid-tier server is
dynamically synchronized back to the hub server via the DSO service.
Using the Data Management dataload tool
If you are using the Data Management dataload tool and hub and spoke servers to load foundation, transactional,
and process setup data, see before you use the tool. Loading data to hub and spoke environments
Where to go from here?
After you read and understand this topic, read . Planning the hub and spoke setup
Planning the hub and spoke setup
This topic describes issues to plan for before you start configuring the Hub and Spoke capability.
Creating companies
Use Hypertext Transfer Protocol Secure (HTTPS)
Application permission models
Naming spoke servers
Use the spoke server name consistently
When using a single reverse proxy server
BMC Remedy Mid Tier server
Note
If you experience any problems with the Hub and Spoke capability after you complete the
configuration process, check for suggestions on Troubleshooting the hub and spoke capability
how to solve commonly encountered issues.
Creating companies
Ensure that you finish all of the hub and spoke configuration procedures before you create companies.
Use Hypertext Transfer Protocol Secure (HTTPS)
Recommendation
Set up all connections between the BMC Remedy Mid Tier server and the hub and spoke servers
with the Hypertext Transfer Protocol Secure (HTTPS) protocol.
Application permission models
The application permission models on the spoke server must be the same as those on the hub server.
Naming spoke servers
When deciding on spoke server names, be aware of the following points. The name must be reachable:
By the spoke mid-tier server
From the hub (the hub must be able to use the DSO service for sending information to the spoke)
Use the spoke server name consistently
Use consistent names to identify the spoke servers. For example, if you identify the spoke server by its long name
when you register it on the hub server, do not later use the spoke server's short name or its IP address when
identifying it to the mid-tier server.
When using a single reverse proxy server
If your environment shares a single reverse proxy server among the hub and spoke servers, always use name
based virtual hosting when identifying the hub and spoke servers to the system. Using the context path to identify
the servers causes inconsistent system behavior. The following examples illustrate the correct and incorrect method
of identifying the hub and spoke servers in your environment:
Name-based virtual hosting (correct)
Hub https://<Reverse Proxy alias for Hub>/arsys
Spoke https://<Reverse Proxy alias for Spoke1>/arsys
Spoke https://<Reverse Proxy alias for Spoke2>/arsys
URL-path-based virtual hosting (incorrect)
Hub https://<Reverse Proxy Server>/arsys
Spoke https://<Reverse Proxy Server>/arsys
Spoke https://<Reverse Proxy Server>/arsys
See for more information about configuring your system if you Sample configuration of a single reverse proxy server
use a single reverse proxy server. You must perform the procedure described there after you install and configure
. the supporting systems
BMC Remedy Mid Tier server
Each BMC Remedy AR System server spoke environment must have its own, dedicated BMC Remedy Mid Tier
server.
When you finish reading this section, see . Installing and configuring the supporting systems
Installing and configuring the supporting systems
Install and configure BMC Remedy AR System, BMC Remedy Atrium Core, and BMC Remedy ITSM Suite
according to the installation documentation for each.
For information about configuring BMC Remedy AR System to support the Hub and Spoke capability, see Multiple
and browser sessions in a distributed mid tier environment Configuring a mid tier to launch a browser in a different
. mid tier
If your environment uses a single, reverse proxy server for the hub and the spoke servers, see Sample configuration
. of a single reverse proxy server
Otherwise, after installing and configuring the supporting systems, you must set up the Distributed Server Option
(DSO) and then map the server's logical and physical names. For information about how to do this, see Configuring
. the Distributed Server Option service for a Hub and Spoke system
Sample configuration of a single reverse proxy server
If your environment is configured to use a single, reverse proxy server for the hub and spoke servers, you must use
name based virtual hosting on the reverse proxy server to identify the hub and spoke servers. To do this, update the
file as described in the following example. You also need to update the local host file /usr/apache/conf/httpd.conf
on the reverse proxy server, as shown.
Note
If your environment is configured to use a single, reverse proxy server, perform this process after
you , but before you run any of the other hub and spoke setup install the supporting applications
procedures.
When you finish this procedure, you must restart the reverse proxy server.
Sample environment description
To configure a single reverse proxy server
httpd.conf code explanation
Sample environment description
Note
Any reference in the following example to hub, spoke, or mid tier server names is an example
only. In most instances, these names will be different in your environment.
The sample configuration takes place in the following environment:
Hub and spoke server names (one hub and two spoke servers)
Hub server hub.eng.remedy.com
Spoke server spoke1.eng.remedy.com
Spoke server spoke2.eng.remedy.com
1.
Reverse proxy server information
Web server application Apache Server
Server name rhl-apache-vm1.eng.remedy.com
IP address 172.23.41.143
To configure a single reverse proxy server
On the reverse proxy server, open and add the following code to the end of the /usr/apache/conf/httpd.conf
file.
Note
For an explanation of the code that you add to the file, see httpd.conf httpd.conf code
, at the bottom of this topic. explanation
1.
2.
3.
4.
<VirtualHost *:446>
ServerName hub.eng.remedy.com
DocumentRoot "/usr/apache/htdocs"
SSLEngine on
<Location / >
ProxyPass /raas0/arsys
http://w28-raas-mt0.eng.remedy.com:8080/raas0/arsys
ProxyPassReverse /raas0/arsys
</Location>
</VirtualHost>
<VirtualHost *:444>
ServerName spoke1.eng.remedy.com
SSLEngine on
<Location / >
</Location>
</VirtualHost>
<VirtualHost *:445>
ServerName spoke2.eng.remedy.com
SSLEngine on
<Location / >
</Location>
</VirtualHost>
Create and map an alias for the reverse proxy server to the individual hub and spoke servers. To do this
update the local hosts file on the reverse proxy server by adding the following entries:
172.23.41.143 hub.eng.remedy.com
172.23.41.143 spoke1.eng.remedy.com
172.23.41.143 spoke2.eng.remedy.com
Update the local host file as described in Step 3 on the computer of each end user who logs in to the hub
server or spoke server, or both.
Restart the reverse proxy server.
httpd.conf code explanation
This section explains the code that you add to the file. You make a corresponding entry in for httpd.conf httpd.conf
each hub and spoke server in your environment.
<VirtualHost *:NNN> Indicates the server port number. Substitute the actual port number for NNN.
ServerName hub.eng.remedy.com The server name. In this example, it is the hub server.
DocumentRoot "/usr/apache/htdocs" The directory in which the web server looks for files to serve on
your domain.
SSLEngine on Enables the SSL/TLS for the virtual host.
ProxyPass Redirects the reverse proxy server from the browser to the mid-tier. Supply the mid-tier path.
ProxyPassReverse Redirects the reverse proxy server from the mid-tier to the browser. Supply the
mid-tier path.
When you finish configuring the reverse proxy server, go to Configuring the Distributed Server Option service for a
Hub and Spoke system
Configuring the Distributed Server Option service for a Hub and Spoke system
Starting with version 8.0 of the BMC Remedy ITSM suite, the Distributed Server Option (DSO) service is
automatically licensed when you install the suite. You do not need to perform any additional licensing steps to
enable the DSO service.
For step by step instructions about how to configure the DSO service, see Configuring BMC Remedy Distributed
. Server Option
Recommendations
When the DSO service is installed, the installer assigns RPC port number 390625 to the
DSO Filter plugin. The RPC port assignment for the DSO Filter plugin is recorded in the
following file: Program Files\BMC
. If another plugin is already using Software\ARSystem\pluginsvr\pluginsvr_config.xml
this RPC port number, the conflict can create performance issues.
Scan the following file after installing the DSO service to determine if another plugin is
using this RPC port number: . If Program Files\BMC Software\ARSystem\Conf\ar.conf
you find a conflict, assign a new number to the plugin in conflict with the DSO Filter
plugin. For a list of valid RPC port numbers, see Assigning an RPC program number to
. DSO
When you perform the Polling Interval and the Distributed Mapping Cache Refresh
Interval configuration procedures, use all of the default settings.
You perform the DSO service configuration on the hub server and then on the corresponding spoke server each
time that you add a spoke server to the hub and spoke system.
For example, if you have a hub server with two spoke servers (Spoke A and Spoke B), you perform the configuration
steps on the hub server twice. The first time, you provide the configuration information for Spoke A. The second
time, you provide the information for Spoke B. You then perform the DSO service configuration once on each of the
spoke servers to configure them with the hub server.
You must perform the DSO service configuration locally on each hub server and spoke server.
1.
2.
3.
4.
a.
b.
c.
d.
e.
5.
a.
b.
c.
When you finish configuring the DSO service, map the servers' logical and physical names. For information about
how to do this, see . Mapping the servers' logical and physical names
Mapping the servers' logical and physical names
This topic describes how to map the logical names of the hub and spoke servers to their corresponding physical
names by completing the Distributed Logical Mapping form.
Note
Before you perform this procedure, ensure that you have configured the DSO to support the hub
and spoke environment. For information about how to do that, see Configuring the Distributed
.) Server Option service for a Hub and Spoke system
When you install the BMC Remedy ITSM suite, the DSO service mapping objects already contain names for logical
the hub and spoke servers: and . By completing the Distributed Logical Mapping form, you provide the link hub spoke
between the and names, which enables the DSO service to map communications between the logical physical
spoke server and the hub server.
Perform this procedure on each spoke server in your environment to create the following two entries:
Hub Provide the physical and logical names of the hub server. This entry is identical on each spoke
server.
Spoke Provide the physical and logical names of the spoke server you are currently working on. This entry
is different for each spoke server in your system.
To create DSO mappings between logical and physical server names
Using an ID with BMC Remedy AR System administrator privileges, log on to a spoke server.
On the IT Home page, open the menu on the left side of the page. Applications
Select . AR System Administrator Console > Distributed Server Option > Distributed Logical Mappings
The Distributed Logical Mapping form appears.
Create the entry for the hub server.
In the field, type . Logical Name hub
In the field, type the physical name of the hub server. Physical Name
Select the check box. Logical Server Name
Click . Save
The fields are cleared.
Create thespoke server entry, as described in the next step.
Create the entry for the spoke server.
In the field, type . Logical Name spoke
In the field, type the physical name of the spoke server to which you are logged on. Physical Name
Select the check box. Logical Server Name
5.
d.
6.
7.
1.
2.
3.
4.
5.
6.
7.
8.
Click . Save
Close the form.
Repeat this procedure on each spoke server in your system.
When you finish creating the logical mappings, the next step is to . register the hub and spoke servers
Registering hub and spoke servers
This topic describes how to register a spoke server with the hub server (this is done from the hub server) and how
set up the web path and other preferences on the spoke server. Only perform this procedure after you read Mapping
. the servers' logical and physical names
To register a spoke server with the hub server
To configure the spoke server web path and record creation options
Related topic
Recommendation
Do not perform any part of this procedure until you have a spoke server ready to register with the
hub server.
A related, required procedure is synchronizing foundation data. For information about when to do this, see Synchron
. izing foundation data
To register a spoke server with the hub server
Note
Perform this procedure on the hub server for each spoke server that you are registering.
From the IT Home page of the BMC Remedy AR System server that you will identify as the hub, click the Ap
selection menu and select . plications Administrator Console > Application Administration console
On the tab, select Custom Configuration Hub and Spoke > Configuration Settings > Hub-Spoke
. Registration
On the Hub-Spoke Registration form, select . Type of System > Hub System
Run the Prefix Manager. For more information, see . Running the Prefix Manager
In the field, type the name of the spoke server. Spoke Server Name
For your information, the drop down field associated with this field and the table at the bottom of the form
listthe spoke servers that are already registered with the hub server, if any.
In the field, type a two alphanumeric character prefix code. Spoke Server Prefix
This prefix code is used by the Prefix Manager to update all forms on the server. For more information about
prefix codes, see . Running the Prefix Manager
Click . Register
8.
1.
2.
3.
4.
5.
6.
7.
1.
2.
3.
Click . Save
Note
Corresponding information about the hub server is pushed out to each of the spoke servers by a
DSO process, which then automatically registers the hub server on the spoke server.
To configure the spoke server web path and record creation options
This procedure describes how to configure the web path on the spoke server as well as how to enable the creation
of Company, Support Group, and Support Person records on the spoke server.
Log into the spoke server and open the IT Home page.
Run the Prefix Manager. For more information, see . Running the Prefix Manager
Click the selection menu and select Applications Administrator Console > Application Administration
. console
. Registration
In the Spoke Web Path field, type the web path of the BMC Remedy Mid Tier on which the spoke server is
running. For example: http://spoke1:8080/arsys
From the check boxes on the right side of the form, select which records, if any, that you want to create on
the spoke server. The choices are: Company, Support Group, and Support Person.
Click . Save
Repeat this procedure for each spoke server that you are adding to the environment.
Related topic
You can also use the Hub-Spoke Registration form to . rename a spoke server
Renaming a spoke server
Use the procedure described in this topic to rename a spoke server.
Note
When renaming a spoke server, you must reuse the two character prefix code that you assigned
when you originally registered the spoke server. This ensures that the records created on the
spoke server after you rename it have a prefix code that is consistent with those records that
were created before you renamed it.
To rename a spoke server
From the hub server, click the selection menu and select Applications Administrator Console >
. Application Administration console
. Registration
3.
4.
5.
6.
7.
8.
9.
10.
11.
1.
2.
3.
4.
5.
6.
From the List of currently registered spoke systems table at the bottom of the form, select the spoke system
you need to rename.
Click . De-Register
Type the new name of the spoke server in the field. Spoke Server Name
In the field, type the previously used two-character prefix code. Spoke Server Prefix
Click . Register
Click . Save
Log into the spoke server that you are renaming.
Open in the Hub-Spoke Registration form as described in steps 1 and 2.
Add the spoke server's web path to the field. Spoke Web Path
De-registering a spoke server
Use the procedure described on this page to de-register a spoke server.
To de-register a spoke server
From the hub server, click the selection menu and select Applications Administrator Console >
. Application Administration console
. Registration
From the List of currently registered spoke systems table at the bottom of the form, select the spoke system
you need to de-register.
Click . De-Register
Remove the Distributed Server Option (DSO) setting for the spoke from the hub server.
Go to the spoke server and disable the DSO setting.
Running the Prefix Manager
Because the hub and spoke architecture allows for the sharing of records between multiple instances of BMC
Remedy AR System servers, you must run the Prefix Manager to add a unique identifier, or prefix, to all of the forms
on each server. In the case of spoke servers, the Prefix Manager updates the form's default ID (either the form's
unique field or the request ID number, depending on the type of form) with the two-letter prefix that you provided
earlier, during the registration procedure. On the hub server, the Prefix Manager updates the forms with the default
prefix HB.
If the form's ID had an existing prefix, the new two-letter prefix appears between the character and the integer
sections of the ID number. For example, an incident record created on a spoke server that uses as the prefix SP
would look like this: INCSP0000000001.
1.
2.
3.
4.
5.
Notes
The Prefix Manager updates field default values at the form level and does not update
existing data. Only record IDs created after you run the Prefix Manager will have the
prefix attached to them. When searching for records, consider the following points:
Records created on a before you set up the Hub and Spoke spoke server
capability be seen from the hub server when conducting a search. cannot
Records created on a before you run the Prefix Manager be seen hub server can
from the hub server when conducting a search. Also, you can access these
records only from the hub server.
After you establish a prefix for a spoke server, you cannot change it.
Warning
Use only this method for creating unique form prefixes in a Hub and Spoke environment. Do not
use the dialog box found under the System Configuration Settings - System Settings Founda
selection of the Application Administration console. tion > Advanced Options
Perform this procedure after you register the hub and spoke servers. You must perform the procedure once for each
hub server and spoke server that is registered in your environment. You perform the procedure directly on the server
that you are updating.
After you run the Prefix Manager, you must restart the BMC Remedy AR System server for the changes to take
effect.
To run the Prefix Manager
On the IT Home page of the hub or spoke server that you are updating, click the selection Applications
menu and select . Administration Console > Application Administration console
On the tab, select and click Custom Configuration Hub and Spoke > Configuration Settings Prefix
. Manager
To add the prefix to the listed DSO related forms, click . Update Form Prefix
The Prefix Status of each record in the table changes to Updated. Later, if you add more forms through
customization or upgrade, you can use this table to check for forms that have not been updated with the
prefix. If forms need to receive the prefix, you can run the Prefix Manager again. The Prefix Manager updates
only those records that do have a status of Updated.
Note
The table lists all potential DSO forms that could be used by the hub and spoke system,
even if they are not actually present. The Prefix Manager, howerver, only updates those
forms that it finds.
Click . Close
When you finish running the prefix manager, see . Creating foundation data
Creating foundation data
This topic describes the foundation data types you need to create and on which servers you need to create them.
Hub server
Spoke server
Hub server
On the hub server, create the following data types for the indicated companies.
Data type For the service provider
company
For an operating
company
For a customer
company
Company Yes Yes Yes
Company alias Yes Yes Yes
Organization Yes No No
Location Yes No No
Support group Yes No No
People Yes
(support staff only)
No No
Spoke server
Create the following data types on the spoke server:
Note
Foundation data that is created on a spoke server is not visible from the hub server.
Data type For the service provide
company
For an operating
company
For a customer
company
People Yes
(non support staff only)
Yes Yes
Approval mappings No Yes Yes
Asset data in the
CMDB
No Yes Yes
Assignment rules No Yes Yes
Audit and archive data No Yes Yes
Business time segments No Yes Yes
Financial configuration No Yes Yes
Notifications No Yes Yes
Product and
operational categories
No Yes Yes
Risk configuration No Yes Yes
Rules No Yes Yes
Service targets No Yes Yes
Templates No Yes Yes
Organization No Yes Yes
Location No Yes Yes
Support group No Yes Yes
Although the data listed in the table that follows can also be created on the hub server, you might choose to create
the following data types on the Spoke server. You might do this, for example, if you prefer that one or more of these
data types resides locally, on the spoke server instead of the hub server.
As with other foundation data that is created on a spoke server, if you create these data types also on a spoke
server, the spoke server instances are not visible from the hub server.
Data type For the service provider
company
For an operating
company
For a customer
company
Company No Yes Yes
Company alias No Yes Yes
This procedure completes the basic hub and spoke server configuration process. However, read Synchronizing
to determine if you also need to perform that procedure. foundation data
1.
2.
3.
4.
5.
Synchronizing foundation data
Use this procedure to push the following service provider company specific foundation data records from the hub
server to a spoke server. Use this procedure when you are adding a new spoke server to an existing hub new only
and spoke system:
Company
Location
Site
Organization
Support Group
People
Synchronizing the service provider company foundation data with a new spoke server ensures that the support staff
data is synchronized with the spoke server. This ensures that people who are logged on to the hub server can work
on incident, problem, or change requests that are created on the new spoke server.
Note
If you use this procedure for any other purpose, you might cause unique constraint data errors.
For example, do not use this procedure to push regular ongoing data updates from the hub
server to an existing spoke server. These types of data synchronizations occur dynamically, by
way of the DSO service.
To synchronize foundation data
From the IT Home page of the BMC Remedy AR System server that you will identify as the hub, click the Ap
selection menu and select . plications Administration Console > Application Administration console
On the tab of the Application Administration console, select Custom Configuration Hub and Spoke >
and click . Configuration Settings Synchronize Foundation Data
From the selection list on the Synchronize Foundation Mapping form, select the spoke server Spoke Server
you want to run the synchronization against.
The table on the Synchronize Foundation Mapping form lists all of the service provider companies that are
registered on the hub server. The table is for reference purposes only and is not used by the synchronization
process.
At the bottom of the form, click . Synchronize Company
Repeat the preceding step for each of the foundation data types (Company, Location, Support Group, and
People).
Note
You must perform all four foundation synchronizations each time that you perform this procedure.
Before you can use the BMC Remedy ITSM Suite applications to manage your IT organization, you must add
information about the various people, groups, skills, responsibilities, and geographic locations associated with your
organization to the applications.
To add information to the BMC Remedy ITSM Suite applications, you must have the following prerequisites:
Basic knowledge of BMC Remedy Action Request System (BMC Remedy AR System) administration tasks.
You must configure the following information in the BMC Atrium CMDB before you can configure the BMC
Remedy ITSM Suite. This information is required before you can add people.
Companies
Product Categorization (optional)
Site information
For more information about configuring Atrium, see . Configuring after installation
Getting started with configuring applications
The following information describes the high level steps that you follow to configure your BMC Remedy ITSM Suite.
Continuing with configuring applications
The following information lists the main configuration areas for the core BMC Remedy ITSM applications:
BMC Remedy ITSM templates
BMC Asset Management:
Settings
Creating CIs
Creating contracts
Asset Inventory management
BMC Change Management:
Risk assessment
Calendar preference settings
Change prioritization
Rules
Approvals
Release Management module
Task Management System
Flashboards:
1.
ROI
KPI
Incident Management feature of BMC Service Desk:
Decision Tree
Scripts
Settings
Rules
Priority and weight ranges
Work info inbound and outbound communications
Problem Management feature of BMC Service Desk:
Rules
Priority and weight ranges
Hiding or Displaying the Task and Category tab
See for information on using the BMC Remedy ITSM Suite applications. Using
Related topics
Configuring BMC Knowledge Management
Configuring BMC Service Management Process Model
The following topics describe how to configure BMC Service Management Process Model after you install the
product:
Publishing BMC Service Management Process Model to your intranet
Configuring BMC Remedy ITSM applications to access BMC Service Management Process Model
Publishing BMC Service Management Process Model to your intranet
You must publish BMC Service Management Process Model to your intranet to access the tool from BMC Remedy
ITSM applications.
To publish BMC Service Management Process Model to your intranet
Install BMC Service Management Process Model.
The default installation path creates the directory structure shown in the following figure in the Program
sub-directory. Files\BMC Software
1.
2.
1.
Note
Before installing BMC Service Management Process Model, ensure that existing
versions of the product have been uninstalled.
Upgrades are not supported.
Copy the contents of to C:\Program Files\BMC Software\BMCServiceManagementProcessModel\SMPM
the web server or the mid-tier directory on the mid-tier web server from which you publish files to your
intranet. If multiple mid-tier web servers have been configured, manually copy the contentsto each server.
Note
Do not copy the SMPM sub-directory. Copy only the files in the sub-directory.
The following figure shows where to copy these files if you are using an Apache Tomcat web server. If you
are using a different web server, the location will be different.
Note
The other SMPM sub-directories ( , , \Implementation Files \Presentations \Process and
, and so on) contain documents that are Procedure Diagrams
needed for BMC Service Management Process Model process implementation and
customization. You do not need to copy them to the web server.
After you publish BMC Service Management Process Model, you can access it from within the application using the
Process Overview link. Alternatively, you can access it using the following URL:
http://_hostname:port_/index.htm
Configuring BMC Remedy ITSM applications to access BMC Service Management Process
Model
This procedure describes how to configure the BMC Remedy ITSM applications to access the BMC Service
Management Process Model. Perform this procedure when you finish publishing the BMC Service Management
Process Model on the intranet.
To configure the BMC Remedy ITSM applications to access the BMC Service Management Process Model
1.
2.
3.
4.
5.
6.
1.
2.
From the BMC Remedy IT Home page, open the Application Administration Console.
Click the tab, and select Custom Configuration Foundation > Advanced Options > Integration
. Management
Press the key to place the Integration Management form in Search mode, and then click . F3 Search
From the search results list, select the BMC Remedy ITSM application that you are configuring to view BMC
Service Management Process Model.
In the field, type your web server's name, and then specify the Port number, set the field to Host Status Ena
, and click . bled Save
Repeat steps 2 through 5 for all of the BMC Remedy ITSM applications from which you need to access BMC
Service Management Process Model.
The following topics describe how to configure BMC Remedy ITSM Process Designer after you install the product:
Adding permissions to all users who require access to Process Designer
Managing task OLAs
Managing task assignment rules
Managing request SLAs
Managing notifications in Process Designer
Configuring business time
Managing task types and properties
Enabling auditing
Configuring Process Tracker
Set or review the BMC Remedy ITSM Process Designer configuration for:
All fresh installs of the Process Designer server on Linux or UNIX.
All fresh installs where you configured an RPC queue.
Note
This procedure is optional for Windows, because the installer generates a default entry. Verify
that the configuration entry is correct after installing.
To configure the ARID plug-in and BMC Remedy ITSM Process Designer runtime settings
Log on to BMC Remedy Mid Tier on your AR System server as a member of the Process Designer
group. Administrator
You can use the ARID user credentials.
From the Home Page, select from the Process Designer menu. Process Designer Configuration
2.
3. Click the tab. Configuration
The following table describes the purpose of each of the field values:
Field Description
ARID Configuration Path Full path on your BMC Remedy AR System server
where the Process Designer plug-in and other
server configuration files are installed. Use the Defa
button to select the default location for a ult
Windows server.
ARID Configuration User Name of the BMC Remedy user with Remedy
Administrator permissions, Process Designer and IT
Service Management or SRM application
permissions where necessary.
ARID Configuration Password Password for the ARID Configuration user selected.
Use the button once you have Update Password
selected the username and password.
Pause Between Job Initiation (ms) Wait period for the manager thread between
assigning a job and checking for more jobs (the
default is 100 ms).
Job Timeout (secs) Timeout period for a worker thread to complete a job
default is 60 seconds.
3.
4.
5.
Number of Worker Threads Maximum number of worker threads.
For servers using a private queue for processing this
should be set to one less than the number of
threads assigned to the Private RPC Queue
configured on your AR System server.
Delete Successful Jobs (Yes/No) Set to to delete all jobs that complete Yes
successfully. (This setting is recommended unless
you are troubleshooting.)
Logging Type (Form / File) Select if you want the process runtime logging Form
information to be written to an AR System form so
that it can be viewed from the tab under Logging Pr
. ocess Designer Configuration
Logging Level (None, Error, Milestone, Detail,
Debug)
Set to the required level for viewing log information.
Each log level includes logging from the previous
level, so Detail logging includes Errors and
Milestones. Debug level logging is only visible to
Administrators. It is recommended to use based File
logging at level for normal operations. Error
Log File Full path of the log file, including file name for
recording events from the Process Designer plug-in.
Use the button to select Windows Server Default
the default location on your server.
Auto-Release Tasks This option is now redundant.
Cancel Redundant Tasks Set to to set redundant process tasks to a Yes
cancelled state at run time (the default is ). No
If the user or password has been updated, click to update this setting. Update Password File
Click to confirm all changes. Apply
Adding permissions to all users who require access to Process Designer
All users who need to create, view, or deploy processes must be given one of the following permissions:
Process Designer Administrator Can create, modify and deploy processes for all Companies the user has
access to. Can also map processes to ITSM fulfilment requests (using the process Designer mapping form)
Process Designer Sub Admin Can create processes and modify non-live processes, but cannot deploy
processes or map them to fulfilment requests.
Use the form in the to add these permissions. If a user does not CTM:People Application Administrator Console
have one of these permissions, they cannot see the Process Designer entries in the Application List, and therefore
cannot launch the web client. They also cannot successfully connect with the thick client.
1.
2.
3.
4.
5.
6.
To add permissions to all users who require access to Process Designer
To add permissions to all users who require access to Process Designer
On the tab of the , select the correct Standard Configuration Application Administration Console
company.
Click the link next to People. Create
Complete the fields as described in . Adding support staff
Click and select one of the following permission groups. Update Permission Groups
From , select . Permission Group Process Designer > Process Designer Administrator
From , select . Permission Group Process Designer > Process Designer Sub Admin
Complete the remaining fields in the form. CTM:People
1.
2.
3.
4.
Managing task OLAs
Operating level agreements (OLAs) are used in association with tasks. OLAs that are defined against a task or a
process template create escalation points that correspond to the target completion time for that task or that
particular request in BMC Remedy ITSM applications. You can create notifications to be sent on creation, warning,
or violation of the request SLA.
Note
You are prompted to enter details when you enter a new OLA name on the task on the process
template form.
You can perform the following tasks for task OLAs:
Creating a task OLA
Modifying a task OLA
Deleting a task OLA
Note
You cannot delete a task OLA that is in use by a process. You can check if the task OLA is in
use by clicking the tab on the window. Usage OLA Configuration
Creating a task OLA
This topic provides information about how to create a task OLA.
To create a task OLA
Log on to BMC Remedy Mid Tier as an administrator.
From the Home page, select . Applications -> Process Designer > Process Designer Configuration
Select the tab from Configuration Console. OLA
Click the icon next to the Task OLAs section. Add
The window opens. OLA Configuration
4.
5.
6.
7.
8.
9.
10.
11.
12.
a.
b.
c.
13.
1.
2.
3.
Enter a name for the Task OLA in the text box. Name
Enter a company name in the text box. Company
Select the tag from the drop-down menu. Business Holiday Tag
Select the tag from the drop-down menu. Business Workdays Tag
Enter value in the field. Offset
You can set the offset value to support BMC Remedy ITSM Process Designer clients in different time zones
from the BMC Remedy AR System server.
On the tab, select the breach time from the , , and drop-down Escalation Points Days Hours Minutes
menus.
Breach time is the time required to meet the SLA. This value relates to working time, and not elapsed time.
Select the percentage of the breach time at which to send a warning notification from the drop-d Percentage
own menu.
On the tab, perform one of the following: Notifications
Add a notification.
Modify a notification.
Delete a notification.
Click . Save
Deleting a task OLA
This topic provides information about how to delete a task OLA.
To delete a task OLA
From the Home page, select . Applications > Process Designer > Process Designer Configuration
3.
4.
5.
1.
2.
3.
The tab opens. OLA Configuration
Select the task OLA that you want to delete, and then click the icon. Delete
A confirmation dialog box opens.
Click to delete the selected task OLA. Yes
Note
You cannot delete a task OLA that is in use by a process. You can check if the task OLA is in
use by clicking the tab on the window. Usage OLA Configuration
Modifying a task OLA
This topic provides information about how to modify a task OLA.
To modify a task OLA
The tab opens. OLA Configuration
3.
4.
5.
6.
1.
2.
Double-click the task OLA that you want to modify.
The window opens. OLA Configuration
Modify the details.
Click . Save
Managing task assignment rules
Task assignment rules are used to stop the process from continuing until a given criteria is met.
Note
By default, approval assignment rules are configured and should not be changed.
When a task in a process uses an assignment rule, its status remains on hold (Pending Task Rule) until the
condition defined in the rule is met. For example, you can define the rule to run a set of tasks only after an approval
of a change request is rejected.
You can perform the following tasks for task assignment rules:
Creating a task assignment rule
Modifying a task assignment rule
Deleting a task assignment rule
Creating a task assignment rule
This topic provides information about how to create a task assignment rule.
To create a task assignment rule
Log on to BMC Remedy Mid Tier as a BMC Remedy administrator.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
1.
2.
3.
4.
5.
The opens. Configuration Console
Select the tab. Rules
Click the icon. Add
The window opens. Assignment Rule

Enter a rule name in the text box. Rule Name
Select a field from the drop-down menu for which you want to define the action. Field
Select an operator value from the drop-down menu. Operator
Click the button. Set Value
A new window opens where you specify the time for which the task should remain on Hold until continuing.
Select values from the drop-down menus , , , , , and . Year Months Days Hours Minutes Seconds
Click . The new window closes. OK
In the window, enter notes (any detail about the rule) in the text box. Assignment Rule Notes
Click . Save
The task assignment rule is defined.
Deleting a task assignment rule
This topic provides information about how to delete a task assignment rule.
To delete a task assignment rule
Log on to BMC Remedy Mid Tier as a BMC Remedy administrator
Select the rule that you want to delete.
Click the icon. Delete
6.
1.
2.
3.
4.
5.
6.
Click to delete the selected rule. Yes
The selected task assignment rule is deleted.
Modifying a task assignment rule
This topic provides information about how to modify a task assignment rule.
To modify a task assignment rule
Log on to BMC Remedy Mid Tier as a BMC Remedy administrator
Double-click the rule that you want to modify.
The window opens. Assignment Rule

Modify the details that you want.
Click . Save
The changes that you made to the assignment rule are saved.
Managing request SLAs
Service level agreements (SLAs) are used in association with requests. SLAs that are defined against a task or a
process template create escalation points that correspond to the target completion time for that task or that
particular request in BMC Remedy ITSM applications. You can create notifications that are sent on creation,
warning, or violation of the request SLA.
Note
When you enter a new SLA name on the task on the process template form, you are prompted to
enter details.
You can perform the following tasks for SLAs:
1.
2.
3.
4.
Creating a request SLA
Modifying a request SLA
Deleting a request SLA
Note
You cannot delete a request SLA that is in use by a process. You can check if the SLA is in use
by clicking the tab on the SLA Configuration window. Usage
Creating a request SLA
This topic provides information about how to create a request SLA.
To create a request SLA
Select the tab. SLA
Click the icon next to the Request SLAs section. Add
The window opens. SLA Configuration
4.
5.
6.
7.
8.
9.
10.
11.
Enter a name for the request SLA in the text box. Name
Enter your company name in the text box. Company
Select the tag from the drop-down menu. This references from the Holiday Schedule Business Holiday Tag
defined as part of the BMC Remedy Application Administration.
Select the tag from the drop-down menu. This is a reference to the Working Days Business Workdays Tag
Schedule defined as part of the BMC Remedy Application Administration.
Enter value in the field. This is the time zone offset (in hours) from the BMC Remedy server time; Offset
Range is -12 to +12.
You can set the offset value to support BMC Remedy ITSM Process Designer clients in different time zones
from the BMC Remedy AR System server.
On the tab, select the breach time from the , , and drop-down Escalation Points Days Hours Minutes
menus.
Note
Breach time is the time required to meet the SLA. This value relates to working time, and
not elapsed time.
11.
12.
a.
b.
c.
13.
1.
2.
3.
4.
5.
Select the percentage of the breach time from the drop-down menu at which to send a warning Percentage
notification to the person or group specified on the Notifications tab.
On the tab, perform one of the following: Notifications
Add a notification.
Modify a notification.
Delete a notification.
Click . Save
Deleting a request SLA
This topic provides information about how to delete a request SLA.
To delete a request SLA
Select the tab. SLA
Select the request SLA that you want to delete, and then click the icon . Delete
Click to delete the selected Request SLA. Yes
Note
You cannot delete a request SLA that is in use by a process. You can check if the request SLA is
in use by clicking the tab on the SLA Configuration window. Usage
Modifying a request SLA
This topic provides information about how to modify a request SLAs.
1.
2.
3.
4.
5.
6.
To modify a request SLA
Select the tab. SLA
Double-click the request SLA that you want to modify.
The window opens. SLA Configuration
Modify the details.
Click . Save
Managing notifications in Process Designer
You can create notifications in Process Designer that are sent on creation, warning, or violation of the request SLA
or task OLA. The notifications for request SLA are managed from the SLA Configuration window. Whereas, the
notifications for task OLA are managed from the OLA Configuration window.
You can perform the following:
1.
2.
3.
4.
5.
Creating a notification
Modifying a notification
Deleting a notification
Creating a notification
This topic provides information about how to create a notification.
To create a notification
Before you begin
Create a request SLA or task OLA. For more information, or Creating a request SLA Creating a
. task OLA
On or the window, on the tab, click the icon. SLA Configuration OLA Configuration Notifications Add
The window opens. Notification
Select the notification type from the drop-down menu. Notification Type
The notification type is the event for which the notification executes (Creation, Warning, or Violation of the
Request SLA or Task OLA)
Select the group or individual to whom the notification be sent from the drop-down Send Notification To
menu.
If you select the type of recipient, select the recipient of the notification from the drop- Notification Recipient
down menu.
Click . Save
Deleting a notification
This topic provides information about how to delete a notification.
1.
2.
1.
To delete a notification
Before you begin
. task OLA
On or the window, on the tab, select the notification SLA Configuration OLA Configuration Notifications
that you want to delete, and then click the icon. Delete
Click . Save
Modifying a notification
This topic provides information about how to modify a notification.
To modify a notification
Before you begin
. task OLA
On or the window, on the tab, double-click the SLA Configuration OLA Configuration Notifications
notification that you want to modify.
The window opens. Notification
1.
2.
3.
Modify the details.
Click . Save
Configuring business time
The task OLAs and request SLAs make use of the standard business time functionality provided by BMC Remedy
applications. You can access the existing entries within the task OLA or request SLA definitions.
Note
You can add and modify business time segments. However, you cannot delete them.
You can access the business time segments directly under BMC Remedy AR System by clicking Administration
. For more information, see in BMC Remedy Console > Application > Business Time Business Time introduction
AR System online documentation.
Managing task types and properties
Task types are automatically created for each unique category, type, and name of a process task. Additional
properties are applied to support additional workflow or for informational purposes. When a process runs in a BMC
Remedy application, each task in the process stores a task type ID. The property values are read from this task type
ID (from the form). ABYD:Task Type Property
The task properties are defined with default values. You can apply the task properties to the task type selected
within the area, all task types of the selected category and type, all task types of Task Types (Category/Type/task)
the selected category, and all tasks types.
Note
The property values are applied to task types, not to individual tasks. For example, the Cost
property is applied to the Allocate Initial Priority task type. Every instance of ITIL > Change
Management > Allocate Initial Priority has the same value, irrespective of with which process
template they relate to.
1.
2.
3.
4.
5.
6.
1.
2.
3.
Same categorization can be used in multiple templates. In BMC Remedy, you can also define workflow rules to be
applied to specific types of task across all process templates. For example, when the Approval property is applied to
a task, the tasks are executed when their task type has the Approval property value set to . By using this Yes
method, the approval type tasks are handled independently and differently from non-approval tasks from the
process definition.
Defining a property
You can define properties that you want to apply to the task types by performing the following procedure.
To define a property
On the , click the tab. Configuration Console Task Types
Click the icon next to the section. Add Defined Properties
A new window opens.
Enter the name of the property in the text box. Name
Set the default value in the text box. Default Value
Click . Save
For example, you can configure the button. You can configure an optional display of the button Go Back Go Back
to return to previous steps when you are navigating processes with the Process wizard. You can configure this
button to return to a previous task. This feature is not provided out-of-the-box. This button allows you to update data
in related fields and also select different outcomes when the circumstances change while the process is active. You
must create and map a property to configure the button. Go Back
To create the Go Back property
Log on to BMC Remedy Mid Tier as a BMC Remedy ITSM Process Designer Administrator.
From the Home page, from the menu, select Applications Process Designer > Process Designer
. Configuration
3.
4.
5.
6.
7.
1.
2.
1.
2.
Click the tab. Task Types
Create a property by clicking . Add
In the field, enter . Name Go Back
In the field, enter . Default Value Yes
Click . Save
To map the Go Back property
From the table, select the task, task type, or task category to which you want to apply the Go Task Types
Back functionality.
Select the appropriate option ( , , Apply Property to Selected Task Selected Task Type Selected Task
, or ). Category All
The property that you defined appears in the section on the Configuration Console. The Defined Properties
button is visible for the tasks for which you define the property. Go Back
Enabling auditing
You can track individual changes to processes and tasks, request SLAs and task OLAs, and assignment rules. The
details include the user who made the change, and the time when the change was performed.
To enable auditing
From the , select the tab, and then select the check boxes for the items for Configuration Console Audit
which you want to maintain the audit.
Click the button for the changes to take effect. Save
A table that summarizes changes is created and loaded under the section. Audit Logs
You can search records by using the search criteria provided under the section. Click after Search Filters Search
you select values in the search criteria.
Configuring Process Tracker
This topic provides information about how to configure Process Tracker.
1.
2.
1.
2.
3.
4.
5.
6.
To configure Process Tracker
On the tab of the AR System administration console, configure the . Advanced Default Web Path
AR System administration console
Restart the web services on the BMC Remedy Mid Tier server, and then restart the BMC Remedy AR
System application service on the BMC Remedy Application server after data visualization configuration
entries are created or updated manually or automatically (by using PDICT).
Manually setting the default currency field
You can manually set the default values of the currency field if:
You want to modify the setting across the entire BMC Remedy IT Service Management suite.
The installer failed to set thecurrency field default values.
You define the currency field default values during installation. For more information, see Resolvi
. ng errors with default currency settings
To manually set the currency field default
Open the following folder (this is the default location on a Windows installation): C:\Program Files\BMC
. Software\BMCRemedyITSMSuite\ARServer\Logs\Currency_Logs
Open the file and copy its contents into the Windows Clipboard. arcurrencydefault_error.log
Create an empty file named in the following folder (default location): inputforms.txt C:\Program Files\BMC
. Software\BMCRemedyITSMSuite\ARServer\Shared_Components\itsmcurrency
Paste the contents of the file into the file. arcurrencydefault_error.log inputforms.txt
Open the Windows command prompt and navigate to C:\Program
Files\BMCSoftware\BMCRemedyITSMSuite\ARServer\Shared_Components\its . mcurrency
Run the following command:
java -jar JARCurrencyDefault.jar -x "ARServer" -u "userName"-p "password" -t
TCPport -F inputforms.txt -c currency/precision -d -l .
Where:
is currency USD, , , , , and so on. CAD EUR CNY JPY
precision is the number of digits to the right of the decimal point. Specify for USD. 2
A space followed by a period is required at the end of the command. To see the options
for the currency utility, type . java -jar JARCurrencyDefault.jar
6.
The command can take some time to complete, depending on the server capacity and load.After the
command is completed, the file is generated, containing the details of the fields arcurrencydefault.log
whose currency type and precision are set. The file is created if any errors arcurrencydefault_error.log
occur.
Upgrading
Note
As of the version 8.1 release, you can upgrade BMC Knowledge Management by using the BMC
Remedy IT Service Management installer. For more information, see . Mixed version upgrades
Use the following topics to guide you through upgrading the BMC Remedy ITSM Suite. The topics also include
information about BMC Remedy AR System and BMC Atrium.
Preparing for upgrade
Upgrade testing
Configuring after upgrade
Upgrading BMC Remedy ITSM Process Designer
Understanding the Application Maintenance console
Note
Before upgrading, see the for new tools that can help you adapt BMC Developer Network
features from your prior version to features in the latest version.
Preparing for upgrade
The following topics describe how to prepare for an upgrade of the BMC Remedy ITSM Suite solution:
Reviewing the compatibility matrix before upgrading
Reviewing the upgrade requirements
Preparing your database for an upgrade
Completing the planning spreadsheet for an upgrade
Downloading the installation files to upgrade
Preparing your components and applications for an upgrade
Reviewing the compatibility matrix before upgrading
Consult the for the following 8.1 product compatibility BMC Solution and Product Availability and Compatibility Utility
and system configuration information:
1.
2.
3.
4.
5.
AR System server hardware platforms and operating system support
AR System server database support
Java support
Mid tier web / application server, servlet engine, and browser support
BMC Developer Studio operating system and browser support
Virtual environment support
Screen reader support
Language offerings
BMC product compatibility
Changes in support from the previous release
The system requirements for BMC Remedy AR System also apply to BMC Remedy Approval Server, BMC Remedy
Email Engine, BMC Remedy Distributed Server Option (DSO), BMC Remedy Encryption Performance Security and
BMC Remedy Encryption Premium Security.
To access the compatibility matrixes
Navigate to . http://www.bmc.com/support/product-availability-compatibility
Click . BMC Solution and Product Availability and Compatibility Utility
In the field, enter or select the product name. Product Name
You can enter a partial name of a product and the utility autocompletes the name for you. For example, Rem
. edy
In the field, enter the version number. Product Version
Review the compatibility information listed in the tabs at the bottom of the page.
Note
To access the product compatibility information on the Customer Support website, you
must have a Support login.
Known issues and incompatibilities
For known issues or potential incompatibilities between BMC products and products from other vendors, review the
compatibility matrixes.
Related topics
AR System hardware requirements for upgrades
AR System software requirements for upgrades
Known issues
Reviewing the upgrade requirements
This section includes information about the hardware and software requirements for installing BMC Remedy AR
System. It also includes information about 32-bit and 64-bit requirements.
This information is critical when you are installing other BMC applications (for example, BMC Atrium Core and BMC
IT Service Management).
32-bit and 64-bit requirements for upgrading your OS
Additional Atrium Core upgrade requirements (web services and others)
As businesses continue to grow using BMC Remedy
applications for example, the full BMC Remedy IT Service
Management stack including BMC Remedy AR System and
BMC Atrium Core it is critical to provide hardwar realistic
e requirements to run these applications successfully in an
enterprise settings.
(concurrent users)
BMC Analytics for
BSM
(concurrent users)
BMC Dashboards
for BSM
(concurrent users)
Number of
managed devices
Proof of concept
(POC)
50 5 2 1,000 or fewer
Medium 2000 100 10 10,000 or fewer
Large 5000 250 50 30,000 or fewer
Recommended deployment of applications and hardware
BMC published guidelines for hardware sizing based on a series of enterprise-scale tests to demonstrate the
scalability and performance of the following applications:
BMC Remedy IT Service Management Suite (BMC Remedy ITSM Suite)
BMC Atrium Configuration Management Database (BMC Atrium CMDB) applications
Note
These tests were conducted by BMC and Dell at the Dell Solution Center in Austin, Texas in
December, 2011. For the benchmarking results, see the Performance and Scalability of 7.6.04
SP1 BMC Remedy IT Service Management Suite, BMC Service Request Management, BMC
. white paper Knowledge Management, and BMC Atrium on Windows
Review the following hardware requirements for sizing carefully.
BMC Remedy AR
System mid tier
servers
None: Services
combined with AR
System server
2servers:
2CPUCore
8GBRAM
60GBdisk
2servers:
4CPUCore
8GBRAM
60GBdisk
5servers:
4CPUCore
8GBRAM
60 GBdisk
BMC Remedy AR
System Web
Services
None: Services
combined with AR
System server
1server:
2CPUCore
8GBRAM
60GBdisk
1server:
4CPUCore
8GBRAM
60GBdisk
2servers:
4CPUCore
8GBRAM
60GBdisk
SAP
BusinessObjects
Web Intelligence
Reports Server (for
BMC Analytics for
BSM)
None: Services
combined with SAP
CMS server
1 server:
2 CPU Core
4 GB RAM
60 GB disk
1 server:
4 CPU Core
8 GB RAM
60 GB disk
1 server:
4 CPU Core
12 GB RAM
60 GB disk
BMC Remedy AR
BMC Atrium CMDB
BMC Remedy ITSM
BMC Service Level
Management
BMC Service
Request
Management
BMC Knowledge
Management
User-loaded servers
1 server:
4CPUCore
12GBRAM
250GBdisk
2 servers:
2CPUCore
8 GB RAM
60 GB disk
2 servers:
4 CPU Core
8 GB RAM
60 GB disk
5servers:
4 CPU Core
8GB RAM
60 GB disk
BMC Remedy AR
System server (back
end)
BMC Atrium CMDB
BMC Remedy ITSM
BMC Service Level
Management
BMC Service
Request
Management
BMC Knowledge
Management
Non-user-loaded
AR System
processes,
integrations,
reconciliation,
notification
1server:
4 CPU Core
12 GB RAM
250GBdisk
2servers:
4 CPU Core
8 GB RAM
60 GB disk
2servers:
4 CPU Core
12 GB RAM
60 GB disk
2servers:
4 CPU Core
16 GB RAM
60 GB disk
BMC Atrium Single
Sign On
None: Services
combined with AR
System server
1 server:
2 CPU Core
4 GB RAM
100GBdisk
1 server:
4 CPU Core
4 GB RAM
100GBdisk
1 server:
4 CPU Core
8 GB RAM
100GBdisk
BMC Dashboards for
BSM Server (with
DIL)
None: Services
combined with AR
System server
1 server:
2 CPU Core
4 GB RAM
100 GB disk
1 server:
4 CPU Core
8 GB RAM
100 GB disk
1 server:
4 CPU Core
12 GB RAM
200 GB disk
SAP
BusinessObjects
CMS Server (for
BMC Analytics for
BSM)
1 server:
2 CPU Core
4 GB RAM
60 GB disk
1 server:
2 CPU Core
4 GB RAM
60 GB disk
1 server:
4 CPU Core
8 GB RAM
60 GB disk
1 server:
4 CPU Core
12 GB RAM
60 GB disk
BMC Atrium
Orchestrator
Configuration
Distribution Peer
(CDP) and HA-CDP
1 server with (No
HA):
4 CPU Core
8 GB RAM
100 GB disk
2 servers:
2 CPU Core
4 GB RAM
60 GB disk
2 servers:
4 CPU Core
8 GB RAM
60 GB disk
2 servers:
4 CPU Core
8 GB RAM
60 GB disk
Note
The links in this topic go to the BMC Remedy AR System documentation.
For BMC Remedy AR System server, you must have one of the following databases installed:
IBM DB2
Microsoft SQL Server
Oracle
Sybase
Note
If you try to install the BMC Remedy AR System server on Sybase 15.0.2/EBF 14328, the
installation might fail. You will receive this error message: Failure during SQL operation
to the database : Incorrect syntax near the keyword 'path'.
For troubleshooting information, see Sybase error 156 in your Sybase documentation and BMC
Remedy AR System . error message 552
The Informix database is not supported.
You must have the appropriate software installed before you install BMC Remedy AR System features and clients
as outlined in the following table.
BMC Remedy
AR System
Mid tier Web
app
server*
Java
Runtime
Environment
(JRE)
Mail
server
Email Engine Yes Yes Yes
Flashboards Yes Yes Yes
Mid tier Yes Yes Yes
Clients
Developer
Studio
BMC Remedy
Data Import
Yes Yes
Note
For Windows platforms running on an IPv6 server, BMC Remedy AR System requires Java SE
7. For more information, see . Support for IPv6
* For a list of the compatible web application servers, see Checking system requirements and supported
. configurations
32-bit and 64-bit requirements for upgrading your OS
The BMC Remedy AR System server binary for Windows
can be installed as a native 64-bit executable on 64-bit
operating-system platforms. The Oracle Solaris, HP-UX
(Itanium), and IBM AIX servers continue to be 64-bit
releases.
The installation includes both 32-bit and 64-bit libraries, to support 32-bit and 64-bit applications. You must install
the 64-bit BMC Remedy AR System server on a compatible 64-bit operating system platform.
Note
For Windows and UNIX, is the only 64-bit binary, the others are 32-bit. Therefore, arserverd
other binaries might have dependencies on some 32-bit operating system libraries.
For the most up-to-date information about 64-bit BMC Remedy AR System server compatibility with specific
operating systems and versions, see . Checking system requirements and supported configurations
Important
64-bit servers must run with 64-bit database clients.
64-bit database client libraries
The database for a 64-bit BMC Remedy AR System server must use 64-bit database client libraries. Before
installing a 64-bit version of BMC Remedy AR System, make sure that the 64-bit database client libraries are
installed on the computer that will run the BMC Remedy AR System server ( ). arserver.exe
Note
Although the 64-bit server can make use of a 64-bit address space, it stores 32-bit values in the
database and exchanges 32-bit values with API clients. It does not store 64-bit values in the
database.
When a 64-bit AR System server is installed, all its 64-bit dependent libraries are installed in a directo separate lib64
ry within the AR System server installation directory, except for the file, which is installed directly in the arserver.exe
AR System server installation directory. The existing BMC Remedy AR System sever installation directory contains
all the 32-bit libraries and other platform processes. The installer sets the and <installDirectory> <installDirectory\
path variable. >lib64
Plug-ins
On the HP Itanium platform (HPIA-64), HP-PA plug-in applications must be configured to run on the C-based plug-in
server. On the other 64-bit platforms, plug-in applications can run on either the C-based or the Java-based plug-in
server.
Java requirement
The BMC Remedy AR System Java-based applications, such as BMC Remedy Mid Tier, Email Engine, Developer
Studio, and Flashboards server, are already compiled as 32-bit for all platforms, and require that you use a 32-bit
JVM on a 32-bit operating system.
The BMC Remedy AR System Oracle Java-based applications are compiled as 64-bit for all platforms and require
that you install a 32-bit or 64-bit JVM.
The following are the exceptions for the 64-bit JVM support:
BMC Remedy Email Engine The MAPI protocol is disabled for 64-bit JVM. Requires 32-bit JVM if using
the MAPI protocol.
You can specify these exceptions in the installer if required for your installation.
Note
To use the MAPI protocol for BMC Remedy Email Engine, you can install and use a 32-bit JVM
on a 64-bit computer.
Additional Atrium Core upgrade requirements (web services and others)
This section describes requirements for installing the BMC Atrium Core and BMC Atrium Web Services
Infrastructure component.
BMC Atrium Core requirements
BMC Atrium Core Web Services requirements
BMC Atrium Core requirements
The following table lists additional requirements that must be in your environment before installing BMC Atrium
Core.
Requirement UNIX Windows
Adobe Flash, required for clients
using BMC Atrium Core Console
(available at http://www.adobe.com/
) products/flashplayer/
To properly view BMC Atrium Note:
Core UI and Flashboards, Adobe
Flash Player 10 or later is required.
Adobe Flash Player version 10 and
later
Adobe Flash Player version 9 and
later
Security requirements Same as BMC Remedy AR System Same as BMC Remedy AR System
BMC Remedy Mid Tier
BMC Atrium Core Console is Note:
not supported with the JBoss server
on IBM AIX.
Same as BMC Remedy AR System Same as BMC Remedy AR System
BMC Atrium Core Web Services requirements
This section describes prerequisites for installing the BMC Atrium Web Services Infrastructure and BMC Atrium
UDDI Registry components.
The Web Services Infrastructure component requires Apache Tomcat server version 6.0 or later.
Note
Apache Tomcat server version 6.0 or later is also a prerequisite for accessing the BMC Atrium
Core Console.
The Tomcat server must be configured to use JRE version 1.6.0_18 or later.
The Tomcat server on which the Web Services Infrastructure component is installed must have the client
authentication set to False. Otherwise, the BMC Atrium Core installer cannot validate the installation of the
BMC Atrium Web Services components.
Note
To avoid memory issues, BMC recommends not installing BMC Atrium Core Web Services and
BMC Remedy Mid Tier on the same Tomcat server that is installed with 32-bit Java. You can
install them on the same 64-bit server if the server uses 64-bit Java.
The Web Services Infrastructure component uses the bundled Apache Axis2 Web Application Archive (WAR)
version 1.5.1. For information about the distributions that are included in the Atrium WAR, see Apache Axis2
. and BMC Atrium Core Web Services
The BMC Atrium UDDI Registry uses Apache jUDDI Server version 3.0.4 that supports Universal Description
Discovery and Integration (UDDI). The Apache Derby database, which runs inside the Tomcat server, is
embedded in the jUDDI Server.
Before you upgrade the BMC Remedy IT Service Management, prepare your database correctly, as described in the
following topics:
Preparing your Microsoft SQL Server database before you upgrade
Preparing your Oracle database before you upgrade
Preparing your DB2 database before you upgrade
Preparing your Sybase database before you upgrade
Preparing to upgrade on a Unicode database
To avoid a decline in the BMC Remedy AR System server performance, BMC recommends the following:
Do not use a firewall between the AR System server and database tiers. This can impact performance
significantly.
When possible, set up a high-speed backbone between the AR System server and the database server.
If using Ethernet, install the BMC Remedy AR System server and the database server on a separate
switched network that is isolated from other network traffic.
Avoid putting a wide-area network between the AR System server and the database server.
Make sure that each network device between the AR System server and the database server is
communicating at the maximum bandwidth.
If you are planning to install CMDB or ITSM applications in addition to BMC Remedy AR System, the
following minimum space is required:
2 GB for the data file
1 GB for log and temp files
When installing more than one ITSM application, add 2 GB to the data file and 100 MB to the log file
size for each additional application. BMC recommends at least 2 GB of disk space for the database.
Depending on the number of records your system handles and the specific type of database you are
using, however, you might need more than this. If you do not have 2 GB or more before beginning the
installation, you might run out of free space during installation. As the transaction log fills up, the BMC
Remedy AR System suspends operation. When the transaction log is completely full, the BMC
Remedy AR System writes a message to the BMC Remedy AR System error log and the installation
terminates.
Note
In BMC Remedy AR System 8.1, the installer displays a warning message
indicating the required space for additional installation of CMDB or ITSM
applications.
If the transaction log fills during the installation and the installation fails,
clear the transaction log, and then increase the size of the transaction log
before reinstalling the product.
Note
A common issue is that a router's option can incorrectly set the router to 10 MB Auto Negotiate
Half Duplex. NICs, routers, and other network devices then agree on the fastest speed to
communicate together, but that speed is usually too slow. To remove this variable, if all the
network devices can communicate at 1 GB Full Duplex, set them as such, and disable the Auto
option on the router. Negotiate
For technical assistance on installing your database, contact the database vendor.
This section describes the steps you should perform with your Microsoft SQL Server database when you install BMC
Remedy AR System or any application in the BMC Remedy IT Service Management Suite.
Tips to remember
To prepare your Microsoft SQL Server database
To optimize Microsoft SQL Server 2005 (or later) after you finish installing or upgrading the AR System
server
Windows Authentication mode and Microsoft SQL Server
To pre-create a Microsoft SQL Server database
Tips to remember
Purge the transaction log frequently to prevent it from filling up during installation.
Back up the SQL Server log files, and then change the SQL Server Transaction Logging mode from FULL to
SIMPLE.
If the database is configured to extend automatically, make sure that you have set the following: not
Set the BMC Remedy AR System data file size to 1 GB or greater; BMC Software recommends at
least 2 GB. If you are planning to install CMDB or ITSM applications in addition to BMC Remedy AR
System, add 2048 MB to the data file for each additional application.
Set the log file size to 1 GB or greater. If you plan to install CMDB or ITSM applications in addition to
BMC Remedy AR System, add 2048 MB to the data file for each additional application.
Note
BMC recommends that you set the value of the optio Next-ID-Block-Size: Server
in the or file to . n ar.cfg ar.conf 100
To prepare your Microsoft SQL Server database
1.
2.
3.
4.
a.
b.
c.
d.
e.
5.
6.
1.
2.
3.
4.
Install the Microsoft SQL Server database.
You can install the SQL Server database on the same computer where BMC Remedy AR System is installed,
or on a remote server that is networked to the computer where you plan to install BMC Remedy AR System.
Install SQL Server clients (that is, the drivers).
For remote installations, install the SQL Server clients on the same computer as the BMC Remedy AR
System server.
Create an instance of the database.
Set your SQL Server connections to allow TCP/IP:
Open the SQL Server Configuration Manager.
Click for your SQL Server instance. Network Configuration
Make sure that TCP/IP Protocol is enabled.
View the TCP/IP Properties dialog box for your database instance, and make sure that the IP
Addresses tab has a TCP Port number specified. (The default port is 1433.)
Restart all SQL Server services to effect this change.
Determine data file and log file sizes for your SQL Server database.
Note
During the installation, you are required to declare table sizes. This enables you to
pre-size the data files to improve application performance.
Make sure that your database can accept network communication with the parameters entered in the
installation.
The network communication will use ODBC and be able to recognize your ODBC data source.
To optimize Microsoft SQL Server 2005 (or later) after you finish installing or upgrading the AR System server
Important
Perform these tasks immediately you complete the AR System server installation or after
upgrade and you install any other BMC applications (for example, BMC Atrium Core). before
If you are using Microsoft SQL Server 2005, make sure you have installed the most current Service Pack.
Stop the AR System server to ensure that all connections to the AR System database are closed.
(For a server group or a shared database) Stop all the AR System instances.
Set the following SQL Server forced parameterization and SNAPSHOT isolation parameters:
ALTER DATABASE ARSystem SET PARAMETERIZATION FORCED
ALTER DATABASE ARSystem SET READ_COMMITTED_SNAPSHOT ON
For example:
alter database ARSystem set recovery simple;
alter database ARSystem set single_user with Rollback immediate;
alter database ARSystem set READ_COMMITTED_SNAPSHOT ON;
alter database ARSystem set multi_user;
alter database ARSystem set PARAMETERIZATION FORCED;
4.
1.
2.
3.
4.
5.
Verify the values by issuing the following command:
' SELECT is_read_committed_snapshot_on FROM sys.databases where name = 'ARSystem
Windows Authentication mode and Microsoft SQL Server
Microsoft SQL Server installation can support two authentication modes:
Windows authentication mode
Mixed authentication mode
To find the supported authentication mode in your SQL Server environment, connect to the SQL Server instance
from . Management Studio > Server Properties > Security
If only Windows authentication mode is supported, choose when you install the BMC Windows authentication
If mixed authentication mode is supported, choose or when Windows authentication SQL Server authentication
you install the BMC Remedy AR System server.
To pre-create a Microsoft SQL Server database
If you do not have DBA privileges, your database administrator must create an empty database so that you are not
asked for database information during the installation.
Note
Create the folder (for example, , before you pre-create the database. Otherwise, the c:\data
database creation fails.
In a Query Window, run the following command:
use tempdb
Create a database, for example:
CREATE DATABASE "ARSystem" ON (NAME = "ARSystem_data", FILENAME =
'c:\data\ARSys.mdf', SIZE = 500MB) LOG ON (NAME = "ARSystempt_log", FILENAME =
'c:\data\ARSysLog.ldf', SIZE = 100MB)
CREATE LOGIN "ARAdmin"WITH PASSWORD = 'AR#Admin#', DEFAULT_DATABASE = ARSystem
Use the created database, for example:
use ARSystem
Create a user name and login, for example:
CREATE USER "ARAdmin" FOR LOGIN "ARAdmin"
Make the user the , for example: db_owner
sp_addrolemember 'db_owner', 'ARAdmin'
1.
2.
3.
4.
5.
6.
Related topics
Using Microsoft SQL Server with BMC Remedy AR System from the AR System documentation
This section describes the steps you should perform with your Oracle database before you install BMC Remedy AR
System or any application in the BMC Remedy IT Service Management Suite.
To prepare your Oracle database
Setting up a previously created tablespace
To use a previously created tablespace in BMC Remedy AR System
Typically, Oracle database administrators create instances, directories, and groups, and they install the Oracle
database and Oracle client before proceeding with the BMC Remedy AR System installation.
BMC highly recommends that you review for other Performance tuning for BSM
recommendations about tuning your Oracle database in preparation for performing this upgrade.
This section includes recommendations for:
Small, medium, or large Oracle databases
Cursor sharing
Cost-Based Optimizer
CLOB storage
Case-insensitivity
Diagnostics
To prepare your Oracle database
Install at least one instance of the Oracle database. (Only your database administrator can create database
instances.)
You can install it on the same computer where the BMC Remedy AR System is installed, or on a remote
server that is networked to the computer where you plan to install BMC Remedy AR System.
Install Oracle clients on the AR System server.
When you are using a remote Oracle database, make sure that you install the Oracle client type as Administ
on the AR System server. Additionally, make sure that the installation includes Oracle utilities such as rator
import tools ( ). imp
( ) Make sure that the administrator who is installing BMC Remedy AR System is a part of the UNIX only data
group. base
Enable the TCP/IP Protocol for the database.
Confirm connection to your Oracle database.
Contact your database administrator for more information.
6.
7.
8.
For remote installations, install and configure the Oracle client on the same system where you will install the
AR System server.
Set the BMC Remedy AR System data file size to at least 2 GB, and the BMC Remedy AR System log file
size to at least 1 GB.
Note
For each additional product, add at least 2 GB to the data file size and at least 100 MB to
the log file size.
Confirm that the following database parameters are set:
Parameter Suggested value
memory_target 3GB (at least 2 GB)
_b_tree_bitmap_plans False
cursor_sharing FORCE (at least SIMILAR).
If you set to FORCE, you must cursor_sharing
also update the file as described in this ar.cfg
procedure.
Oracle has a limitation with cursor sharing Note:
and case insensitivity. With the Db-Case-Insensitiv
and parameters, e Db-Functional-Index
Oracle does not properly use the indexes if cursor
sharing is set to FORCE. Therefore, even though
FORCE is recommended with normal case
sensitivity, if you want to use case insensitivity, use
EXACT. For more information, see the descriptions
for and Db-Case-Insensitive Db-Functional-Index
in . ar.cfg or ar.conf options: C-D
cursor_space_for_time False
db_block_checking False
db_block_checksum True
db_multiblock_readcount 16
db_file_multiblock_read_count 0 (or do not set)
LOG_BUFFER 10485760
OPEN_CURSORS 500
optimizer_dynamic_sampling 2
session_cached_cursors 100
8.
9.
10.
11.
12.
statistic_level Typical
timed_statistics True
UNDO_RETENTION 14400
work_area_policy auto
Sessions 300
Processes 300
Temporary tablespace 1 GB
Log files 3 (512 MB each)
REDO log files 3 (at least 1 GB each)
NLS_LENGTH_SEMANTICS BYTE
NLS_CHARACTERSET AL32UTF8
NLS_LANGUAGE AMERICAN
NLS_TERRITORY AMERICA
Set the tablespace parameter to . CanGrow YES
To prevent BMC Remedy AR System from reaching the size limit of the database, set your tablespaces to
auto-extend by executing the following SQL statement as the user: system
ALTER DATABASE DATAFILE '<OracleHome>/DATABASE/ARSYS' AUTOEXTEND ON NEXT 100M
MAXSIZE UNLIMITED;
Set the table space and temporary table space to at least the following minimum settings:
Parameter Suggested value
arsys 2000
artmpf 500
These tablespace names may be different depending on your environment.
To avoid time-out errors during installation, set the System Global Area (SGA) minimum size to at least 1 GB
(small database), 3 GB (medium database), or 6 GB (large database).
For Oracle 10g or 11g, BMC Software recommends setting the maximum SGA size and enabling the
database to automatically manage the internal memory structures of the SGA.
12.
13.
14.
a.
b.
c.
d.
For example, to change the SGA size to 1 GB, use the alter system set sga_target=1G
command. scope=both
Verify or set the following environment variables.
Environment variable Description
NLS_LANG (Windows) Specifies globalization settings. For information
about and its usage, see the following NLS_LANG
notes from Oracle: 144808.1, 227330.1, 260192.1. If
you are using the Oracle Instant Client, see step 14.
LANG (UNIX) Specifies globalization settings.
ORACLE_HOME Points to the directory where the Oracle client is
installed. Use this value: $<ORACLEHOMEDirector
yPath>
Note
The installer accepts the
ORACLE_HOME path as a user
input on UNIX.
If you are using the , see step Oracle Instant Client
14.
PATH Points to the directory of the (For Windows) bin
Oracle client. For example, C:\oracle\product\10.2.
. The directory contains the path 0\client_1\bin bin
to the Oracle binary files. Add the following value to
the PATH:$ORACLE_HOME/bin
Note
If you are using multiple versions
of Oracle, make sure that the
entry for the version you want to
use appears before the others.
When using the Oracle Instant Client, complete the following steps:
When installing the Oracle Instant Client, choose as the installation type. (For more Administrator
information, see your Oracle database documentation.)
Set the system path to the folder where the Oracle Instant Client is located on the local computer.
Set the ORACLE_HOME system variable to point to the folder where the Oracle Instant Client is
located on the local computer.
Set the TNS_ADMIN system variable to point to the folder where the correct file is tnsnames.ora
located.
14.
d.
e.
f.
g.
15.
16.
Note
By default, the Oracle Net Services configuration files are located in the OracleHo
directory. To change the default location, you can set the me\network\admin TNS
environment variable to the appropriate value (for example, _ADMIN OracleBase\
). The AR System suite installer accepts the value of the OracleHome\test\admin
Database Client Home Path field only for UNIX installations. If the installer does
not find the file in or in the tnsnames.ora dbClientHomePath\network\admin
directory specified in , it prompts you to enter the path in the AR TNS_ADMIN
System Server Database Information panel. If you provide a valid path, the
installer sets the environment variable in the script. TNS_ADMIN arsystem.sh
The installer accepts your input and sets the value for only if you TNS_ADMIN
have Read permissions on the file. tnsnames.ora
Set the NLS_LANG system variable value for non-unicode or unicode.
Create the following soft links that point to : libclntsh.so.11.1
libclntsh.so
libclntsh.so.10.1
Create the directory structure as follows: and . ORACLE_HOME/bin ORACLE_HOME/lib
Configure the file to make sure that the is the same as the for the tnsnames.ora service name entry name
server on which you are installing BMC Remedy AR System. For example:
COMPUTER1 =
(DESCRIPTION =
(ADDRESS_LIST =
(ADDRESS = (PROTOCOL = TCP)(HOST = computer1.xyzcompany.com)(PORT = 1521))
)
(CONNECT_DATA =
(SERVICE_NAME = COMPUTER1)
)
)
During the installation, you are asked for the database instance name, and it should match the entry in the tn
file (for example, ). snames.ora MACHINEA
For more information about , see your Oracle documentation. tnsnames.ora
Find the Connection Identifier in the file (located in folder) tnsnames.ora $ORACLE_HOME/network/admin
.
If multiple listeners are configured, locate the correct file in the correct $TNS_ADMIN value tnsnames.ora
path.
Following is an example entry in : tnsnames.ora
16.
17.
18.
1.
2.
3.
MyConnectionIdentifier =
(DESCRIPTION =
(ADDRESS_LIST =
(ADDRESS = (PROTOCOL = TCP)(HOST = hostname)(PORT = 1521))
)
(CONNECT_DATA =
(SERVICE_NAME = ORCL.MYWORLD)
)
)
Make sure that the Oracle listener is running and is configured correctly for the database.
After you finish installing the AR System server:
Add the following line to the file (Windows) or file (UNIX) if is set to ar.cfg ar.conf cursor_sharing
FORCE:
Oracle-Cursor-Sharing: FORCE
Add the following line to the Oracle initialization file:
CURSOR_SHARING: FORCE
For more information, see the white paper on the Oracle's Cursor Sharing for BMC Remedy Products
Customer Support website at: . http://www.bmc.com/support
Setting up a previously created tablespace
For a BMC Remedy AR System server, you can use a tablespace that you previously created in Oracle.
Note
If you are using a RAC or ASM Oracle database, you create tablespaces before installing must
BMC Remedy AR System. For more information about creating tablespaces in RAC or ASM
databases, refer to your Oracle documentation.
To use a previously created tablespace in BMC Remedy AR System
In a SQL*Plus window, create the tablespace and temporary tablespace. For example:
create tablespace ARSYSTEM
datafile 'C:\DB-DATA\SSIORA12\DATA\ARSYS.dbf ' size 7000M reuse;
create temporary tablespace ARSTMPSPC tempfile
'C:\DB-DATA\SSIORA12\DATA\ARTEMP.dbf' size 1000M reuse;
Create a user. For example:
create user aradmin identified by AR#Admin#
default tablespace ARSYSTEM
temporary tablespace ARSTMPSPC
quota unlimited on ARSYSTEM;
3.
4.
5.
Create a role for the user you created ove. For example: in step 2 ab
create role ARole_arsys not identified;
Set the privileges for the role. For example:
grant alter session, create cluster, create database link, create sequence,
create session, create synonym, create table, create view, create procedure,
create trigger, query rewrite to ARole_arsys;
Grant the role to the user. For example:
grant ARole_arsys to aradmin;
go
Related topics
This section describes the steps you should perform with your DB2 database before you install BMC Remedy AR
Before you begin
To prepare your DB2 database
For local installations
For remote installations
Creation of a 32 KB tablespace
Pre-creating a database
AR System database components created for DB2 databases
Information added to AR System database configuration file (ardb.cfg or ardb.conf)
Minimum DB2 database transaction log size (for upgrades only)
Upgrading DB2 (for Service Level Management)
Some forms have entries that exceed the default BMC Remedy AR System size limit for each record. The following
steps help optimize the way DB2 determines which forms it places in larger containers. Perform these steps to
provide a balanced performance standard across all the forms.
Before you begin
If the BMC Remedy AR System server and the IBM DB2 database are running on the same environment on
a single server (not a remote DB2 database), and you are installing BMC Remedy AR System on a DB2
1.
2.
3.
4.
database, change the Local Security Policy settings before you install the BMC Remedy AR System server.
Go to Start > Administrative Tools > Local Security Policy > Local Policies > User Rights Assignment
policy and add the user (administrator) who is running the BMC Remedy AR > Act as part of the operating
System process. Then, select policy, and Local Policies > User Rights Assignment > Log on as a service
add the user (administrator) who is running the BMC Remedy AR System process.
Verify that the following DB2 values have been set during the installation of BMC Atrium CMDB:
APP_CTL_HEAP_SZ 40480 (DB2 version 9.4 or earlier)
APPL_MEMORY AUTOMATIC (DB2 version 9.5 or later)
INSTANCE_MEMORY AUTOMATIC (DB2 version 9.5 or later)
UTIL_HEAP_SZ 95000
STMTHEAP 60000
LOGFILSIZ 4000
To perform the following steps, make sure you are logged in as the DB2 instance owner. For example:
su - db2 instance
If the database is not configured to extend automatically, set the BMC Remedy AR System data file size to at
least 2 GB for one BMC Remedy application, or to at least 8 GB if you are also installing all BMC Remedy
ITSM applications.
Note
As of version 8.1 of the BMC Remedy IT Service Management Suite, your DB2 database server
must be at version 9.7 or later to upgrade the BMC Remedy ITSM Suite. If you are unable to
upgrade your DB2 database server, refer to the instructions provided in the BMC Remedy ITSM
. documentation
To prepare your DB2 database
Install the DB2 database server.
You can install the DB2 database server on the same computer where the AR System server is installed or
on a remote server that is networked to the computer where you plan to install BMC Remedy AR System.
Install DB2 clients.
For remote installations, install the DB2 clients on the same computer as the AR System server.
( ) Install the DB2 library. Solaris only libdb2.so
The AR System server is dynamically linked to the DB2 library on Solaris. If this library was not installed with
the DB2 client, install the library on the same computer where you plan to install the AR System server.
Note
For information on the supported DB2 client library versions, see the compatibility matrix (
) Checking system requirements and supported configurations .
Create and name a DB2 instance.
For local database servers, create a DB2 instance on the local computer.
For remote database servers, create a DB2 instance on the remote computer.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
Note
For naming restrictions, check your database vendor documentation.
Set the port configuration:
db2 update dbm cfg using SVCENAME 60007
Restart the DB2 instance:
db2stop
db2start
Verify the port configuration:
db2 get dbm cfg | grep SVCENAME
Be sure to use the correct DB2 port during the installation.
Make sure the TCP/IP Protocol for the database is enabled, and set a TCP/IP port for the database instance.
(UNIX only) Verify or set the LANG environment variable.
installation. (For the list of parameters, see your planning spreadsheet.)
If you are using DB2 9.7, grant permissions to the DBADM role:
grant DBADM, BINDADD ,CONNECT, CREATETAB, CREATE_EXTERNAL_ROUTINE,
CREATE_NOT_FENCED_ROUTINE, IMPLICIT_SCHEMA, QUIESCE_CONNECT, LOAD
on database to user <userName>
Make sure the DBADM user exists as a local Windows account, and make sure that the passwords of the
local Windows account and the DB2 account are identical.
Make sure that the database's local catalog name matches the database's name on the database server.
If the names do not match, the installer will not display the Upgrade/Overwrite dialog box, and a warning will
appear: Warning! You have entered an existing database login.
For a Unicode DB2 installation, make sure that the DB2CODEPAGE variable is set to . 1208
On Microsoft Windows, for example, enter the following command from the DB2 command window:
db2set DB2CODEPAGE=1208
Note
The DB2CODEPAGE setting is part of the database client libraries. Make sure that this
setting is correct on the computer where the BMC Remedy AR System is running, which
might be different from the computer where the database is located.
13.
1.
2.
3.
a.
b.
1.
a.
For more information about the syntax and usage of DB2 commands, see the IBM DB2 documentation.
For local installations
Create an operating system user account (for example, ) on the same computer where you bmcuser1
installed the DB2 database and where you will install the AR System server.
Note
The new operating system user account must have the Log on as Service rights.
For BMC Remedy AR System root installations or BMC Remedy AR System installations performed by a
user who is not a database instance administrator, make the user a member of the following groups, which
are created during the DB2 database installation:
db2iadm1
db2fadm1
db2asgrp
Give the user privileges to the following folders:
(Write permission) /etc/arsystem
(Write permission) /tmp
(Write permission) /opt/bmc/
User-defined installation directory (Write permission)
(Execute permission on AIX platforms) /usr/sbin/slibclean
or or (Write permission, depending on the operating system) /tmp /var/tmp /usr/tmp
If the variable is set during the installation, make sure that the user has permission to the IATEMPDIR
appropriate file.
If you are migrating the DB2 database or instance to a different computer or environment, provide
privileges for the BMC Remedy AR System database user to the tablespace.
For example:
GRANT USE OF TABLESPACE <Tablespace> TO USER
<DB2DatabaseUserLoginProvidedDuringARSystemInstallation>
The installer provides tablespace privileges during installation and expects that the Syscat.tbspacea
table has specific privileges for the grantee of the BMC Remedy AR System database user. uth
Log in as the user (for example, ), and start the installation. bmcuser1
Make sure that the user provided during installation is the owner of the pre-created 32K tablespace.
You can verify the owner of the tablespace using the following SQL query.
select TBSPACE, OWNER from SYSCAT.tablespaces where datatype='A' and
tbspace!='SYSCATSPACE' and PAGESIZE=32768
During the installation, enter the same user name (for example, ) in the AR Database Login bmcuser1
field in the AR Database panel.
For remote installations
On the computer, complete the following steps: remote
Create an operating system user account with the same user name that was u or sed in step a (f
1.
a.
b.
c.
d.
e.
f.
example, ) on the same computer where you will install the AR System server. bmcuser1
Important
This DB2 user must have database creation privileges. Database access
privileges are not sufficient.
For BMC Remedy AR System root installations or BMC Remedy AR System installations performed
by a user who is not a database instance administrator, make the user a member of the following
groups, which were created during the DB2 database installation:
db2iadm1
db2fadm1
db2asgrp
If you are migrating the DB2 database or instance to a different computer or environment, provide
privileges for the BMC Remedy AR System database user to the tablespace.
For example:
GRANT USE OF TABLESPACE <Tablespace> TO USER
<DB2DatabaseUserLoginProvidedDuringARSystemInstallation>
The installer provides tablespace privileges during installation and expects that the Syscat.tbspacea
table has specific privileges for the grantee of the BMC Remedy AR System database user. uth
Catalog the database from the DB2 client using a command-line processor.
The command syntax is: catalog
db2 catalog tcpip node <instanceNameAlias> remote <hostName> server
<tcpPort>
For example:
db2 catalog tcpip node arsdbname remote servername.abc.com server 50000
For more information, see your DB2 documentation.
Confirm that the remote DB2 connections are correct.
After the remote connection is configured, create a DB2 database on the remote database server and
from the client computer DB2 prompt. Then, enter:
db2 connect to <databaseName>
is the name of the underlying database (for example, ). <databaseName> arsystem
Log in as the user (for example, ) on the remote computer, and start the installation. bmcuser1
During the installation, enter the same user name (for example, in the bmcuser1 AR Database
field in the AR Database panel. Login
Creation of a 32 KB tablespace
On a DB2 database, a 32 KB tablespace is created as a System Managed Storage (SMS) on and inst new overwrite
1.
2.
3.
allations of the BMC Remedy AR System server.
The 32 KB tablespace is added during a BMC Remedy AR System installation as follows:
During a installation, a 32 KB tablespace is created in the background with the name given for the new
regular tablespace but concatenated with . _32kb
For example, if the tablespace name is for the BMC Remedy AR System server, an additional ARSystem
tablespace with a 32 KB page size is created and named . ARSystem_32KB
During an installation, the underlying database is dropped and a new database and tablespace are overwrite
created as they are for a new installation.
During an from version 7.1.00 to 8.1, the installer checks for the form upgrade Form: AP:Rule Definition
entry and, on the underlying database, validates the availability of the 32 KB tablespace that is listed in the
clause. If the 32 KB tablespace is present, the upgrade continues successfully. If it is not present, the
installer creates a 32 KB tablespace similar to the one described for a new installation and continues the
installation.
Note
When you create a DMS tablespace, 1 SMS tablespace and 1 SMS temporary tablespace with
32K pagesize are automatically created as they are required by the installer.
If you select to install the Approval Server, the installer adds the Approval Server Form: AP:Rule Definition form
entry and its clause with the newly created 32 KB tablespace to the ( ) file. (The existence of this ardb.cfg ardb.conf
file is validated, and if it is not present when you install the Approval Server, the file is created. The Form: AP:Rule
Definition form entry is also validated to make sure that the clause contains the correct 32 KB page size tablespace
name.)
Note
You must pre-create the database with the same Database Login ID that is used as a value for
the BMC Remedy AR System Server DB Login ID installation parameter during the database
installation. (For example, ). ARAdmin
To pre-create a DB2 database:
Create a database.
Create a Unicode database:
DB2 CREATE DATABASE ARSYSTEM USING CODESET UTF-8 TERRITORY US
Create a non-Unicode database:
DB2 CREATE DATABASE ARSYSTEM
Connect to the created database, for example:
CONNECT TO ARSYSTEM
3.
4.
5.
6.
Drop the default tablespace.
drop tablespaces userspace1
Create two bufferpools: one with a 16K pagesize and another with a 32K pagesize.
Bufferpool names are user-defined (for example: , ). arbp1 arbp2
create bufferpool arbp1 size 1000 pagesize 16k
create bufferpool arbp2 size 1000 pagesize 32k
Create one of the following tablespaces:
Create Database Managed Storage (DMS) tablespaces using the 16K pagesize bufferpool created in
step 4.
For example:
CREATE TEMPORARY TABLESPACE ARTMP_PT01 pagesize 16k MANAGED BY DATABASE
USING (FILE '/data1/ardata/artmp' 250M) extentsize 32 overhead 24.1
prefetchsize 32 transferrate 0.9 bufferpool arbp1
CREATE REGULAR TABLESPACE ARSystem pagesize 16k MANAGED BY DATABASE USING
(FILE '/data1/ardata/ARSys' 1024M) extentsize 32 overhead 24.1 prefetchsize
32 transferrate 0.9 bufferpool arbp1
Create System Managed Storage (SMS) tablespaces using the 16K pagesize bufferpool created in
step 4.
For example:
CREATE TEMPORARY TABLESPACE ARTMP_PT01 pagesize 16k MANAGED BY SYSTEM USING
('artmp') extentsize 32 [overhead 24.1] prefetchsize 32 [transferrate 0.9]
bufferpool arbp1
CREATE REGULAR TABLESPACE ARSystem pagesize 16k MANAGED BY SYSTEM USING
('ardata') extentsize 32 overhead 24.1 prefetchsize 32 transferrate 0.9
bufferpool arbp1
[dropped table recovery off]
The container ( or ) can be an absolute or relative directory name. artmp ardata
Create SMS tablespaces using the 32K pagesize bufferpool created in step 4.
For example:
CREATE TEMPORARY TABLESPACE ARTMP_PT01_32KB pagesize 32k MANAGED BY SYSTEM USING
('artmp_32KB') extentsize 64 overhead 24.1 prefetchsize 32 transferrate 0.9
bufferpool arbp2
CREATE REGULAR TABLESPACE ARSystem_32KB pagesize 32k MANAGED BY SYSTEM USING
('ARSys_32KB') extentsize 64 overhead 24.1 prefetchsize 32 transferrate 0.9
bufferpool arbp2
6.
7.
8.
9.
Note
When you create a DMS tablespace, 1 SMS tablespace and 1 SMS temporary
tablespace with 32K pagesize need to be created as they are required by the installer.
Optional parameters are enclosed in square brackets, for example:
[ dropped table recovery off]
Note
The Dropped Table Recovery Off option can improve performance but it means that you
cannot recover a table if it is accidentally dropped.
Grant the created tablespaces permissions for the database user.
For example:
GRANT USE OF TABLESPACE
ARSystem TO USER <DB2DatabaseUserLoginProvidedDuringARSystemInstallation>
with grant option
GRANT USE OF TABLESPACE
ARSystem_32KB TO USER <DB2DatabaseUserLoginProvidedDuringARSystemInstallation>
WITH GRANT OPTION
(For UNIX) Start the DB2 instance as the <DB2DatabaseUserLoginProvidedDuringARSystemInstal
. lation>
If you are using the default database user and password:
db2 connect to ARSystem user aradmin using AR#Admin#
If you are using a different database user and password:
db2 connect to ARSystem user
<DB2DatabaseUserLoginProvidedDuringARSystemInstallation> using
<DB2DatabaseUserPasswordProvidedDuringARSystemInstallation>
Alternatively, you can also use the command to change the owner of the DB2 instance. su
For example:
su - <DB2DatabaseUserLoginProvidedDuringARSystemInstallation> and then
starting the DB2 instance
If the following values for the following commands are not already set during the installation of BMC Atrium
CMDB, run the following commands:
9.
10.
11.
a.
b.
c.
DB2=> UPDATE DB CFG for databaseName using APP_CTL_HEAP_SZ 40480 (version 9.4 or
earlier)
DB2=> UPDATE DB CFG for databaseName using APPL_MEMORY AUTOMATIC (version 9.5 or
later)
DB2=> UPDATE DB CFG using INSTANCE_MEMORY AUTOMATIC (version 9.5 or later)
DB2=> UPDATE DB CFG for databaseName using UTIL_HEAP_SZ 95000
DB2=> UPDATE DB CFG for databaseName using STMTHEAP 60000
DB2=> UPDATE DB CFG for databaseName using LOGFILSIZ 4000
Note
The default database name is . ARSYSTEM
If the database is on a remote computer, grant the tablespace permission to the user by running ARAdmin
the following command:
DB2=> grant use of tablespace tablespaceName to user aradminUser with grant
option;
When you finish, perform the following steps:
Enable the database you created.
Set the transactional logs.
BMC recommends the following settings:
Log file size (4KB) (LOGFILSIZ) 20000
Number of primary log files (LOGPRIMARY) 8
Number of secondary log files (LOGSECOND) 10
Log retain for recovery enabled (LOGRETAIN) OFF
User exit for logging enabled (USEREXIT) OFF
Check that the options are consistent with HADR mode.
AR System database components created for DB2 databases
For IBM DB2 databases, the installer creates the following BMC Remedy AR System database components:
Database components created for DB2
Component Description
BMC Remedy AR System Database Database tables that the BMC Remedy AR System
installer creates on the DB2 server. The tables store all
the data related to the BMC Remedy AR System
database.
Tablespaces Logical layer between the database and the database
objects that are stored in the database. The installer
creates the following tablespaces:
User ( , for example, USER-DEFINED-TABLESPACE
) Stores user-defined tables. The user ARSystem
tablespace is where the BMC Remedy AR System
tables will reside.
Temporary ( , USER-DEFINED-TEMP-TABLESPACE
for example, ) Stores temporary ARTMPSPC
tables that are used for short-term activities, such as
sorting and displaying search results.
Catalog ( ) Stores system SYSCATSPACE
metatables.
SMS tablespaces In system-managed tablespaces:
The DB2 system manages the container space when
the user specifies the container location.
The system increases the tablespace size
dynamically when the number of records increases.
Data is stored in a directory container.
DMS tablespaces In database-managed spaces:
The database administrator (DBA) manages the
container size.
Data is stored in a file container.
Space is allocated when the tablespace is created.
You can also increase the size manually, as needed.
If the DMS space is not sufficient when you want to
upgrade the BMC Remedy AR System server,
double the pages of the syscatspace.
Note
BMC recommends that you use
SMS instead of DMS.
Containers Store physical data and tables corresponding to BMC
Remedy AR System. There are three types of
containers: file, directory, and disk.
Information added to AR System database configuration file (ardb.cfg or ardb.conf)
The AR System installer adds the following lines to the BMC Remedy AR System database configuration file
( or ): ardb.cfg ardb.conf
Form: NTE:SYS-NT Process Control
Clause: IN tablespaceName
Form: NTE:SYS-NTUnProcessedRecords
Form: SRM:Request
Form: NTE:SYS-Individual NT Control
Form: NTE:SYS-Group NT Control
In the preceding clause, is the name of the table space created in step 3. tablespacename
The BMC Remedy ITSM installer adds the following lines to the BMC Remedy AR System database
configuration file if you are installing BMC Asset Management.
Form: AST:PurchaseRequisition-Detail-Signature
Clause: IN tablespacename
configuration file if you are installing BMC Change Management.
Form: CHG:Infrastructure Change
configuration file if you are installing BMC Service Desk: Incident Management.
Form: HPD:Help Desk
Form: HPD:Search-Assignment Logs
Form: HPD:Search-Worklog
Form: HPD:IncidentInterface_Create
In the preceding clause, is the name of the tablespace you created earlier. tablespacename
Minimum DB2 database transaction log size (for upgrades only)
When you upgrade a BMC Remedy AR System 8.1 server that uses a DB2 database in an environment supporting
BMC Remedy ITSM applications, BMC recommends a minimum database transaction log file size of 1.3 GB.
Before starting the upgrade, adjust the following DB2 Universal Database configuration parameters to ensure that lo
: gfilesize >= 1.3 GB
1.
a.
b.
2.
a.
b.
3.
4.
5.
6.
LOGFILSIZ
LOGPRIMARY
LOGSECOND
For example:
Log file size (4KB) (LOGFILSIZ) = 20000
Number of primary log files (LOGPRIMARY) = 8
Number of secondary log files (LOGSECOND) = 10
Log retain for recovery enabled (LOGRETAIN) = OFF
User exit for logging enabled (USEREXIT) = OFF
Warning
This example is from a test environment and represents a minimum transaction log file size. To
determine the log file requirements for your environment, consult your database administrator bef
beginning the upgrade. ore
For more information about determining your transaction log file size, go to http://publib.boulder.ibm.com/tividd/td/te
. c/SC32-1233-00/en_US/HTML/ecoimst65.htm
Upgrading DB2 (for Service Level Management)
If you are using any version of BMC Service Level Management prior to version 7.6.04 and you want to upgrade to
version 8.1, then you must upgrade your BMC SLM DB2 database by running the DB2 database script.
Note
If you are performing a installation of BMC Service Level Management 8.1, you do not need new
to complete these steps.
Do one of the following tasks:
During the installation, if the ( ) file is not detected, you receive an error message ardb.cfg ardb.conf
that you must first create the file. ardb.conf
During the installation, if the ( ) file exists but there is no SLM:ServiceTarget form ardb.cfg ardb.conf
entry with clause of 32KB tablespace, you receive an error message that you must execute the rundb
script. 2upgrade.sh
Run either of the following:
(AIX) Run . ./rundb2upgrade.sh
(Windows) Run . rundb2upgrade.bat
At the prompt, type the AR administrator user name. User Name
At the prompt, type the AR administrator user password. Password
At the prompt, type the AR port number. AR Server Port
6.
a.
b.
7.
8.
9.
10.
1.
Do either of the following tasks:
(AIX) At the prompt, type the AR table space name (case sensitive). AR Database Name
(Windows) at the name prompt, type the AR 32KB table space name. DB2 Table Space
At the prompt, type the AR installation path. AR Installation Directory
Note
For Windows, the AR installation path must be in 8.3 format.
At the prompt, type the SLM installation path. SLM Installation Directory
At the prompt, type the path for the exported data. Export Target Directory
After running the script, re-install BMC Service Level Management 8.1.
Note
The script file is in the utility directory of DISK 1.
Related topics
Migrating tables to a 32 KB table space in IBM DB2
Preparing your Sybase database before you upgrade (See the "Forms with more than 254 fields" section for
information about creating the ardb.conf file.)
ar.cfg or ar.conf in the AR System documentation
Migrating tables to a 32 KB table space in IBM DB2
BMC recommends that you upgrade your IBM DB2 database server to at least version 9.7 before upgrading the
BMC Remedy IT Service Management (ITSM) Suite. If you are unable to upgrade your DB2 database server to the
recommended version, you must migrate some tables from the original 16 KB table space to the 32 KB table space
that you create as part of the configuration process described in . Preparing your DB2 database before you upgrade
The following procedure helps you to identify the tables that you must migrate. Refer to the DB2 documentation for
instructions to migrate those tables to the 32 KB table space.
Note
You must migrate the identified tables only if you plan to upgrade BMC Change Management or
BMC Knowledge Management.
To identify the tables that must be migrated to a 32 KB table space
Execute the following DB2 command to obtain a list of schema IDs that correspond to certain BMC Remedy
AR System forms:
SELECT schemaId FROM arschema WHERE name = 'FORM'
1.
2.
is replaced by each of the following forms: FORM
BMC Change Management application forms:
CHG:LoadInfrastructureChange
BMC Knowledge Management application forms:
RKM:KnowledgeArticleManager
RKM:LoadKnowledgeArticleManager
RKM:KnownErrorTemplate
RKM:LoadKnownErrorTemplate
RKM:ReferenceTemplate
RKM:DecisionTreeTemplate
RKM:ProblemSolutionTemplate
RKM:HowToTemplate
RKM:LoadHowToTemplate
BMC Service Request Management application forms:
WOI:WorkOrderInterface_Create
Note
The forms for which you execute this command depends on whether you
plan to upgrade BMC Change Management or BMC Knowledge
Management.
Upgrading BMC Change Management will also upgrade BMC Asset
Management and BMC Service Desk. For more information, see Mixed
. version upgrades
Prefix each resulting schema ID with , , and to obtain a set of 3 table names for each form. For example, T B H
if the schema ID is 100, the corresponding table names will be:
T100
B100
H100
This section describes the steps you should perform with your Sybase database before you install BMC Remedy AR
To prepare your Sybase database
To pre-create a Sybase database
Forms with more than 254 fields
These steps are usually performed by a user who has database administrator privileges.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
a.
Note
If you try to install the BMC Remedy AR System server on top of Sybase 15.0.2/EBF 14328, the
installation might fail. You will receive this error message:
Failure during SQL operation to the database : Incorrect syntax near
the keyword 'path'.
For troubleshooting information, see Sybase error 156 in your Sybase documentation and BMC
. Remedy AR System error message 552
To prepare your Sybase database
Install the Sybase database.
You can install the Sybase database on the same computer where the BMC Remedy AR System is installed,
or on a remote server that is networked to the computer where you plan to install BMC Remedy AR System.
Note
A warning message with the names and paths of the dummy devices is displayed during
the installation procedure (after the Database File Input Panel is displayed). You must
manually delete these dummy devices after the installation procedure is complete.
Install Sybase clients.
For remote installations, install the Sybase clients on the same computer as the BMC Remedy AR System
server.
From the directory where the 64-bit Sybase client is installed, source the database.
../SYBASE.sh
Make sure that the TCP/IP Protocol for the database is enabled.
Verify or set the and environment variables as follows: DSQUERY SYBASE
DSQUERY=SybaseServer; export DSQUERY
SYBASE=SybaseInstallDirectory; export SYBASE
These examples use the syntax for Bourne shell.
( ) Verify or set the LANG environment variable. UNIX only
If you are from BMC Remedy AR System 7.1.00 to 8.1, set the database option for upgrading Select into
the database that you are upgrading.
installation.
Tip
Refer to the planning spreadsheet for AR System installation parameters.
Change the minimum page size to 8 KB. For information about increasing the page size, see your Sybase
documentation.
Increase the default size to 600 MB. tempdb
If you created a device in addition to a master device, designate the database device as a default database
device. This is required because BMC Remedy ARSystem is always created on the default device.
If the database is configured to extend automatically, specify the following values:
Set the BMC Remedy AR System data file size = 3 GB or larger.
12.
a.
b.
c.
13.
14.
15.
16.
Note
If the database is configured to extend automatically, set the BMC Remedy AR not
System data file size to at least 2 GB for one BMC Remedy ITSM application, or to
at least 8 GB if you are also installing all BMC Remedy ITSM applications.
Set the log file size to 2 GB or larger.
Change the Sybase configuration file to the following recommended minimal values, and restart the
Sybase server:
\[Meta-Data Caches\]
number of open objects = 1310072
number of open indexes = 512000
number of open partitions = 6000
\[Physical Memory\]
max memory = 128000
\[SQL Server Administration\]
procedure cache size = 7000
\[Lock Manager\]
lock scheme=datarows
\[User Connections\]
number of user connections=50
Set the following Sybase database configuration parameters:
Max Memory = 128000
Number of Locks = 15000
Number of Open Partitions = 15000
The BMC Remedy AR System 8.1 suite installer optimizes SQL calls for installation on Sybase.
Therefore, a larger number of LOCKS must be configured for the database.
To prevent the transaction log from filling up during installation, set the database trunc log on chkpt
option on the following databases:
BMC Remedy AR System database
tempdb
Use the following commands: sp_dboption databaseName, 'trunc log on chkpt', true
go
Note
Disable the option for all databases after the successful trunc log on chkpt
installation and before any production activity.
If you are using Sybase 15, make sure that the parameter is set number of open partitions
appropriately.
For more information, see your Sybase documentation.
If you plan to install the BMC Atrium CMDB Product Catalog or any ITSM application, make the following
changes:
Set the to 30000. Number of Open Objects
Set the to 15000. Number of Open Indexes
16.
1.
2.
3.
4.
Increase the size of . (You might have to create another device to increase the size of tempdb tempd
.) b
For more information about the LOCKS setting, see your Sybase documentation.
To pre-create a Sybase database
Create a device.
For example:
use master
go
disk init name='ARSystem_data', physname='/data1/ardata/ ARSys', size='1024M'
go
disk init name=' ARSystem_log', physname='/data1/ardata/ARSysLog', size='500M'
go
Create the database.
For example:
create database ARSystem on ARSystem_data=1024 log on ARSystem_log=500 with
override
go
use master
go
Create the login with a password.
For example:
sp_addlogin 'ARAdmin', 'AR#Admin#'
go
Create the group. db_owner
For example:
sp_addgroup db_owner
go
grant all to db_owner
go
5.
6.
7.
8.
9.
Create the user pointing to the created login and group.
For example:
sp_adduser 'ARAdmin', 'ARAdmin', db_owner
go
use master
go
Modify the login to make its default database, the earlier created database.
For example:
sp_modifylogin ARAdmin, defdb, ' ARSystem'
go
use ARSystem
go
Change the owner of the database to be the created user.
For example:
sp_changedbowner 'ARAdmin'
go
use master
go
Add the option to the created database. select into
For example:
sp_dboption 'ARSystem','select into',true
go
Use the created database.
use ARSystem
go
Forms with more than 254 fields
By default, Sybase does not work with forms that have more than 254 fields. This topic describes how to respond to
error messages that might result from forms with more than 254 fields.
Because some forms have more than 254 fields at installation time, or can be expanded to have more than 254
fields during an integration with another application, you might receive an error message similar to the following
example when installing the application on Sybase:
552 Failure during SQL operation to the database Number of variable length columns
exceeds limit of 254 forallpage locked tables. ALTER TABLE for 'T566' failed
If this happens during an integration, you might also receive a message similar to the following example:
303 Form does not exist on server SIT:Site Group
This occurs when the integration process adds fields to a form (using the command) that increase ALTER TABLE
the number of fields to more than 254. When this happens, Sybase rolls back the change and drops the original
table.
This generates further installation errors because additional dependencies fail to import.
Workaround
Form:NTE:SYS-Group NT Control
Clause: lock datarowsForm:NTE:SYS-NTUnProcessedRecords
Clause: lock datarowsForm:NTE:SYS-NT Process Control
Clause: lock datarowsForm:CHG:Infrastructure Change
Clause: lock datarowsForm:SRM:Request
Clause: lock datarowsForm:SRM:RequestApDetailsSignature
Clause: lock datarowsForm:SRM:RequestInterface
Clause: lock datarowsForm:HPD:Help Desk
Clause: lock datarows
Related topics
in the AR System documentation ars81:error message 552
This topic contains the following material:
Before you begin
To prepare your host computer for a Unicode BMC Remedy AR System installation or upgrade
To upgrade BMC Remedy AR System 6.3 and later servers with a Unicode database to BMC Remedy AR
System 7.0.01 and later
Before you begin
1.
2.
a.
b.
If you are BMC Remedy AR System for the first time and you want to use Unicode, make sure your installing
database is configured to use Unicode.
Warning
Each database client library has special mechanisms for specifying the codeset in which
database clients attempt to communicate with the AR System server. If these mechanisms
specify a codeset that is not consistent with the codeset that the AR System server and upgrade
programs expect, errors and data corruption can occur. The following procedure can help you
avoid this problem.
Note
If you are installing the Russian version of the BMC Remedy ITSM applications, ensure that you
are using a non-unicode database. The Russian version does not support unicode. The installed
Russian version cannot coexist with other installed language versions with the exception of the
English version.
To prepare your host computer for a Unicode BMC Remedy AR System installation or upgrade
(UNIX only) Set the LANG environment variable for the locale you will be using.
Make sure you have installed locales in which you plan to run BMC Remedy AR System UTF-8
programs.
Make sure you use the correct spelling and capitalization for your particular system (for example, on
Solaris, you might enter ). To find the locales that correspond to the language you want en_US.UTF-8
to use, use the command. See your UNIX system documentation for information about locale -a
locale settings.
To set the locale of the installation, the server installation script uses the locale of the shell it is run
from. For example, to install a server on Solaris that runs in the (U.S. English, en_US.UTF-8
Unicode/UTF-8 character encoding) locale, set your shell's locale by setting the environment variables
LANG and LC_ALL to before installing BMC Remedy AR System. en_US.UTF-8
During installation, the BMC Remedy AR System installer sets up the script with the correct arsystem
values for LANG variable. The script launches , which launches the programs arsystem armonitor
mentioned in the file; each of these programs inherits the environment variables armonitor.conf
established in the script. arsystem
(Oracle only) If you are installing an Oracle Unicode BMC Remedy AR System on a Microsoft Windows
operating system, set the value of the NLS_LANG registry setting.
Depending on your system's configuration, the setting's key looks similar to the following:
HKEY_LOCAL_MACHINE\SOFTWARE\ORACLE\KEY_oracle_home_name\NLS_LANG
Oracle defines the NLS_LANG value as , for example, LANGUAGE_TERRITORY.CHARACTERSET AMERI
. CAN_AMERICA.AL32UTF8
The value tells the Oracle client library to send and receive character data as CHARACTERSET AL32UTF8
UTF-8. (Do not use the value , which is obsolete.) CHARACTERSET UTF8
This setting affects all Oracle database clients that use the Oracle installation named by oracle_home_nam
. e
Verify that the NLS_LANG environment variable is set correctly.
Set the initialization parameter on the Oracle database instance. NLS_LENGTH_SEMANTICS=BYTE
2.
b.
3.
1.
2.
3.
Although the BMC Remedy AR System server enables you to request that character fields be
measured in characters, the server still communicates with the database in bytes.
For more information, see Oracle Metalink Note 144808.1, "Examples and limits of BYTE and CHAR
semantics usage."
Warning
BMC Remedy AR System does not support the CHAR setting. If your database
administrator (DBA) changes NLS_LENGTH_SEMANTICS value from BYTE to
CHAR when reconfiguring , the data in the AR NLS_INSTANCE_PARAMETERS
System server will be corrupted. The parameter NLS_LENGTH_SEMANTICS
must be set to in when the Oracle BYTE NLS_INSTANCE_PARAMETERS
database server is started.
(IBM DB2 only) Set the DB2CODEPAGE setting.
The DB2CODEPAGE environment variable setting determines the client codeset. If the environment variable
is set, the DB2 client library derives a DB2CODEPAGE value from the current locale. On UNIX systems, not
this value is valid if the server or upgrade program has been started in a UTF-8 locale. On Windows systems,
you explicitly set the environment variable to start the server correctly. must
Use the following syntax to set the DB2CODEPAGE environment variable.
UNIX file: /bin/sh DB2CODEPAGE=1208; export DB2CODEPAGE
UNIX file: /bin/csh setenv DB2CODEPAGE 1208
Windows batch file (if starting the server manually): set DB2CODEPAGE=1208
You can use the Windows Control Panel to set the environment variable globally or set it for a specific
user.
Note
Sybase determines its client character set from the locale set by the LANG environment variable.
Microsoft SQL Server is a Unicode database, so you do not need to perform any steps to set it
up.
To upgrade BMC Remedy AR System 6.3 and later servers with a Unicode database to BMC Remedy AR System 7.0.01 and later
Back up the database components, objects, forms, and data.
On Windows systems, run the installer in the same locale that you ran the originalBMC Remedy AR System
server.
For example, if theoriginal server ran in a Japanese locale, run the upgrade installer in the same Japanese
locale.
On UNIX systems, run the installer in the Unicode version of the locale in which you ran the original AR
Systemserver.
For example, if the server ran in the locale, run the installer in the locale. Locale ja_JP.eucJP ja_JP.UTF-8
names vary across UNIX variants and versions.
Before you start installing or upgrading the products, you must gather information about the required parameters
that the installer prompts for each product. The planning spreadsheet provided in this section helps you to gather
these parameter values. To avoid installation errors, refer to this spreadsheet when you run the installation.
1.
2.
3.
4.
Note
You must know the actual login credentials to a server or database to complete installations.
BMC installers are not integrated with Atrium Single Sign-On, SSL, or other authentication
methods to authenticate users. For example, you cannot use a smart card scan to authenticate a
user to perform installations of BMC products.
To plan for your installation by using the spreadsheet
Download and open the . 8.1 planning spreadsheet
Enter your selections and parameter values into the column with the help of your DBA or system Value
administrator.
For example, after installing BMC Remedy AR System server, you use the values that you entered in the
spreadsheet when you install BMC applications.
Launch the installer.
Copy the parameter values from the spreadsheet and paste them into the product fields in the installer.
Tip
The columns and rows in the Microsoft Excel spreadsheet are formatted so that each
sheet prints cleanly in landscape format.
This topic explains how to obtain the files and the documentation that you need to install the entire BMC Remedy IT
Service Management suite. If you need to install only the core BMC Remedy IT Service Management applications
(Service Desk, Change Management, Asset Management, Knowledge Management), see Downloading the BMC
. Remedy IT Service Management Suite installation files
Important
You can only download installation files from the solution that you purchased (for example, BMC
Remedy IT Service Management or BMC Cloud Lifecycle Management). Find the solution that
you purchased on the EPD site; from there, you can locate the correct product, version, and
installation ZIP files.
This topic provides information about:
Downloading the files
Enabling search in the offline documentation
Downloading the files
Note
When viewing a product suite's latest version in EPD, you see only the components (including
licensed add-ons) that are covered under the licenses associated with your Support ID or EPD
profile.
The installation program includes the latest service packs and patches. If you just installed the product for the first
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
time, you do not need to apply service packs or patches before you begin using the product. When new service
packs and patches are released, you will perform an upgrade of the product to apply the latest changes. You can
find information about service packs and patches under . What's new
Create a directory in which to place the downloaded files.
Note
On Microsoft Windows computers, ensure that the directory is only one level into the
directory structure. The EPD package creates a directory in the temporary directory when
you extract the files, and the directory that contains the installation image should not be in
a directory deeper than two levels into the directory structure.
Go to . http://www.bmc.com/available/epd.html
At the logon prompt, enter your user ID and password, and click . Submit
On the Export Compliance and Access Terms page, provide the required information, agree to the terms of
the agreements, and click . Continue
If you are accessing this site for the first time, create an EPD profile to specify the languages and platforms
that you want to see, per the ; otherwise, skip to step 6. EPD site help
Verify that the correct profile is displayed for your download purpose, and perform one of the following
actions:
If you are downloading files for a product installation, select the tab. Licensed Products
If you are downloading files for a service pack or patch, select the tab. Product Patches
Locate the BMC Remedy IT Service Management Suite.
Locate the version you are installing, such as and expand BMC Remedy IT Service Management Suite 8.1,
its entries.
Select the check boxes next to the installation files, documentation, and (if available) associated
prerequisites and technical bulletins, that you need to download. For example: BMC Remedy AR System
to show the available versions. Server
Click or : Download (FTP) Download Manager
Download (FTP) places the selected items in an FTP directory, and the credentials and FTP
instructions are sent to you in an email message.
Download Manager enables you to download multiple files consecutively and to resume an
interrupted download if the connection drops.
This method requires a one-time installation of the Akamai NetSession client program on the target
computer and is usually the faster and more reliable way to transfer files. A checksum operation is
used to verify file integrity automatically.
Enabling search in the offline documentation
The zip file contains an archived version of the online Offline Documentation - productName version
documentation. For the latest and most comprehensive content, see the BMC Online Technical Documentation
Portal.
To enable search in the offline documentation
Deploy the offline documentation on a web server by using one of the following methods:
1.
2.
3.
1.
2.
3.
4.
5.
If this is the BMC offline documentation archive that you are installing on the web server, extract the zip first
file to the web application deployment folder of your web container (servlet container).
For example, with an Apache Tomcat web server, extract the zip file to <TomcatInstallationDirectory>\web
. apps
If at least one BMC offline documentation archive on the web server, perform the is already installed
following steps:
Extract the zip file to your hard drive.
Open the extracted folder. localhelp
Copy only the folder and the file to the productName version productName version.map.txt localh
folder of your web container (servlet container). elp
For example, if you are deploying BMC Asset Management 8.1 documentation to an Apache Tomcat
web server, copy the folder and the file to asset81 BMC Asset Management 8.1.map.txt <TomcatIn
. Do not include the other folders and file. stallationDirectory>\webapps\localhelp
To view the offline documentation in a browser
Type the following URL:
http://<servletName>:<portNumber>/localhelp/<extractedDocumentationFolder>/Home.html
For example: http://SanJoseTomcat:8080/localhelp/ars81/Home.html
The BMC Remedy AR System suite installer prompts you to enter information about the BMC Remedy AR System
database, which the installer creates during the upgrade. This database contains the BMC Remedy AR System
server forms and field definitions, and also stores workflow data, structures, and permissions.
Note
If you are upgrading both BMC Remedy IT Service Management and BMC Service Management,
BMC recommends that you upgrade BMC Remedy IT Service Management so that the first
foundation components are upgraded only once.
To prepare your system to upgrade the BMC Remedy AR System server and database
Back up your database and file system you upgrade. before
When you are upgrading, back up your data, object definitions, and applications.
Review the pre-installation considerations specific to UNIX and Microsoft Windows (for example, setting
environmental variables).
Make sure that the server can be resolved to a server alias. If you are installing more than one server on a
computer, make sure that each server has a unique server alias.
Determine the ports that you will use.
Check if you have installed Microsoft Visual C++ 2008 SP1 Redistributable Package (64-bit).
5.
6.
7.
Note
If Microsoft Visual C++ 2008 SP1 Redistributable Package (64-bit) is not installed, the
installer checks for this version. If this version is not present, the installer installs the
required version.
Verify that a previous version of the BMC Remedy AR System server is on the machine.
Review the following pre-upgrade procedures:
Upgrading tips
Preparing to upgrade the Approval Server
Preparing to upgrade FTS from a version earlier than 7.6.03
Making sure you have enough transactional log space for an upgrade
Preparing to upgrade BMC Atrium Core
Preparing to upgrade BMC Remedy ITSM
Preparing to upgrade BMC Service Level Management
Preparing to upgrade BMC Service Request Management
OR
Upgrading tips
Review the following tips before upgrading BMC Remedy
AR System.
You can upgrade from version 6.3.00 and later versions only.
To upgrade from a version earlier than 6.3.00, upgrade to 6.3.00 by using the 6.3.00 installer first, then run
the current installer.
Before upgrading, back up the existing installation (including the database) in case you need to restore the
original installation.
If you are only upgrading the database, select the fresh installation option.
When you select the Upgrade option, the BMC Remedy AR System server upgrades all the components
such as Approval Server, Assignment Engine, etc. automatically. Make sure that you backup any
customizations that you have made to these components before you select the Upgrade option, else you will
loose the customizations.
Before you upgrade the BMC Remedy AR System server, make sure you have a valid AR Server license,
that is, the BMC Remedy AR System server must be licensed.
If you are upgrading from a version earlier than 7.1.00, export the licenses from your existing BMC Remedy
AR System server before you begin the upgrade process. (If you import the licenses from a different
computer, you might need to provide the BMC Remedy AR System server host ID to obtain the license key.)
When upgrading from a version earlier than 7.5.00, you must provide the same installation directory that was
used in the installation, for example:
1.
2.
3.
4.
If you installed BMC Remedy AR System 7.1.00 in , enter during the upgrade process. /usr/ar /usr/ar
If you installed BMC Remedy AR System 7.1.00 in , enter /usr/ar/<hostName> /usr/ar/<hostName>
during the upgrade process.
(For 64-bit BMC Remedy AR System server on 64-bit operating system) Before upgrading a 32-bit BMC
Remedy AR System server to a 64-bit server, make sure that you install a 64-bit database client on the same
computer where you are upgrading the BMC Remedy AR System server.
If you are upgrading from a 32-bit version to a 64-bit version of BMC Remedy AR System, you have a 32-bit
version of BMC Atrium CMBD Suite. You must also upgrade the BMC Atrium CMDB Suite to the version that
is x64 compatible. (On all platforms except Microsoft Windows, the first 64-bit version was 7.5.00, and there
are no 32-bit versions as of that release. For Windows, the first 64-bit version was 7.6.x, and there are both
32-bit and 64-bit versions of that and subsequent releases.)
While upgrading the BMC Remedy AR System server, you might receive ARERR 9130. If you do, you can
ignore it. This error occurs when Java 1.5 or 1.6 is used in both the old and new versions of the server. When
you restart the BMC Remedy AR System server after the upgrade is complete, this error message will not
reappear.
To add a 7.5.00 or later BMC Remedy AR System server to an environment in which a 7.1.00 or earlier BMC
Remedy AR System server is already installed, you must change the value of the first Multiple-ARSystem-S
option in the 7.1.00 or earlier server's configuration file from to . Otherwise, the 7.5.00 or later ervers F T
server installation will fail. (In UNIX, the configuration file is . In Windows, it is .) ar.conf ar.cfg
Preparing to upgrade the Approval Server
If you are performing an upgrade, BMC recommends that you perform the following activities to preserve
customizations:
Export your Approval Server customizations to and files. .def .arx
Back up your customizations to Approval Server form views.
Document the Approval Server workflow you have disabled.
When upgrading from version 7.1.00 of the Approval Server on a non-root location, explicitly set the per write
missions to the installation folder so that the definition files are updated successfully.
Warning
All Approval Server customizations are lost when you upgrade to BMC Remedy AR
System version 8.0.00 and later.
Preparing to upgrade FTS from a version earlier than 7.6.03
If you are upgrading the Full Text Search (FTS) feature from
a version earlier than 7.6.03, complete the following steps.
Back up existing directories and files before removing them.
Uninstall the Open Text or Hummingbird SearchServer software if it was installed as part of the previous
BMC Remedy AR System FTS installation.
Select the FTS feature when you upgrade BMC Remedy AR System.
Delete the following directories if they are not used with other programs:
collection
4.
5.
1.
2.
conf
temp (versions 7.1.00 and 7.0.01 only)
By default, these directories are installed in the BMC Remedy AR System server location, and they
are deleted when you uninstall SearchServer. If you created these directories in another location, you
must delete them manually.
To generate full text indexes in the new format, perform a re-index operation. (Select the check box Reindex
on the tab of the Server Information form.) FTS
Tip
Be aware that re-indexing can take a long time and might impact other operations, so avoid
re-indexing at peak hours.
Making sure you have enough transactional log space for an upgrade
Before upgrading, you need to make sure you have enough
transactional log space for the upgrade. During the
upgrade, production dataset record data is copied from the
BMC Atrium CMDB BMC.CORE:BMC_BaseElement form to
a new AST:Attributes form. Because of this, make sure you
have enough transactional log space as outlined in the
following procedure.
Note
Data update jobs are run for all applications, so complete the following procedure even if you do
not plan to use the multi-tenancy feature.
To make sure you have enough transactional log space for an upgrade
Determine the largest BMC Remedy AR System database table based on the application forms on your
system.
Calculate the transaction log space required to support the largest table (plus a 20% buffer), and make sure
you have sufficient space before starting the upgrade.
Use the new value to set the size of the database transaction log or undo tablespace. (Hint: Update the
UNDOTBLSP setting.)
Preparing to upgrade BMC Atrium Core
This topic describes the basic steps required to upgrade BMC Atrium Core.
Important
Before you start the Atrium Core installation, make sure that you have properly upgraded the
1.
2.
When you run the installer, it detects previous versions of BMC Atrium Core features and automatically configures
the upgrade options for you.
To upgrade BMC Atrium Core in an AR System server group environment, follow the procedures described in Installi
. ng BMC Atrium Core in your server group
Note
When you upgrade BMC Atrium CMDB, the BMC Atrium Core installer verifies that the MarketV
attribute is populated for existing product CIs in all datasets. If the attri ersion MarketVersion
bute is not populated, the installer populates the attribute with the value that is MarketVersion
set for the attribute. BMC Remedy Asset Management version 7.6.03 and later VersionNumber
refers to the attribute (instead of the attribute) of a product MarketVersion VersionNumber
CI to manage software licenses. The attribute is still used in other areas of VersionNumber
BMC Remedy Asset Management and BMC Remedy ITSM Suite version 7.6.03 and later.
Run the BMC Atrium installers
Step Task
1 Back up the AR System database. This enables you to
restore AR System to its pre-installation state if you
encounter problems.
Note
The product workflow is installed in
overwrite mode.
2 Review the recommended sequence to upgrade the
BMC Atrium Core components.
3 Review BMC recommendations for improving
performance during an upgrade.
4 Prepare your operating system and your server before
you upgrade BMC Atrium Core.
5 Prepare the AR System server before you upgrade
BMC Atrium Core.
Sequence to follow when upgrading BMC Atrium Core components
If you are performing an upgrade from a version earlier than version 7.5.00, you can upgrade BMC Atrium
Core features in any order.
If you are performing an upgrade from version 7.5.00 or later, upgrade the BMC Atrium Core features in the
following order:
BMC Atrium Configuration Management Database (BMC Atrium CMDB)
2.
3.
4.
5.
1.
2.
3.
4.
5.
6.
BMC Atrium Core UDDI Registry Server
BMC Atrium Core Web Services Infrastructure
BMC Atrium Core Web Services
Improving upgrade performance of BMC Atrium Core
After you upgrade the AR System server following
instructions in or Upgrading with overlays already present
, proceed to Upgrading without overlays already present
perform the following procedures toreduce the time
required run the installer for an upgrade:
Deleting job history
Shutting down AR System applications
Increasing available virtual memory
Increasing the memory limit in an HP-UX Itanium computer
Increasing the per process address space limit in a Microsoft Windows environment
Important
If you created functional indexes at the database level of the AR System server, you must first
save the information about these indexes and then proceed to remove them before you upgrade
the AR System server. Create the indexes again after you upgrade the AR System server.
Deleting job history
From the Reconciliation Job Runs form, delete the reconciliation job history. Cleaning up the job history information
improves the performance of the AR System server.
To delete the job history
In a browser, open the RE:Job_Runs form in Search mode.
Export these records to a file and then delete the records.
In a browser, open the Application Pending form in Search mode.
In a browser, open the Normalization Job Runs form in Search mode.
Shutting down AR System applications
Shutting down the Reconciliation Engine and other applications related to AR System, such as Approval Server and
Email Engine, before you upgrade improves the upgrade installer performance.
1.
2.
3.
4.
Increasing available virtual memory
If you are upgrading both the BMC Atrium Core and the ITSM suite of applications, BMC has found that having 4 GB
of virtual memory , as opposed to , provides the system with enough resources to process the available installed
upgrade at peak efficiency. However, if you are upgrading only BMC Atrium Core, then 2 GB of available virtual
memory is sufficient.
Increasing the memory limit in an HP-UX Itanium computer
Before you start an upgrade on an HP-UX Itanium computer, you should review the currently running processes to
see if the AR System server process, , is close to reaching the per process memory limit. The default per arserverd
process limit on HP-UX is 2 GB. If the memory limit is close, then use the following procedure to increase its
memory limit from 2 GB to 3 GB or to 4 GB.
Note
If you are upgrading CMDB on HP-UX, BMC recommends setting these environment variables
for malloc() tuning: _M_ARENA_OPTS=16:8 _M_SBA_OPTS=512:100:16 export
_M_ARENA_OPTS _M_SBA_OPTS
To increase memory limit
Enter the following command to enable usage up to 3 GB:
chatr +q3p enable arserverd
Enter the following command to enable usage up to 4 GB:
chatr +q4p enable arserverd
The command changes the internal attributes and is used to modify the data page size for a chatr
specific executable.
Enter the following command to configure your file system for large files:
fsadm -F vxfs/dl large files
Tip
To determine if a file system is configured for large files, use this command: usr/sbin/f
The output appears as either or sadm -F vxfs mount-point largefiles nolarge
. files
Set to : ulimit unlimited
unlimit -c unlimited
Using the sam or kmtune utilities, increase your kernel configuration variable, . This number can maxdsiz
vary and is determined by the system administrator.
The kernel parameter controls the amount of private data each process can handle. Increasing this maxdsiz
value prevents an "out of process memory" error.
4.
1.
2.
3.
4.
5.
6.
Note
To increase the to 3 GB, you must increase the to 3 GB. maxdsiz maxdsiz_64
Increasing the per process address space limit in a Microsoft Windows environment
If you have installed the AR System server on a 32-bit Windows 2000 or 2003 computer system, BMC recommends
that you increase the per process address space limit from the default 2 GB to 3 GB before upgrading to BMC
Atrium Core version 8.1.00. If required, you can restore the per process address space limit to the original value
after installing the patch.
To increase per process address space limit
Right-click the icon to open the System Properties window. My Computer
On the tab, click in the Startup and Recovery area. Advanced Settings
In the System startup area, click to open the file. Edit boot.ini
In the file, add the /3GB parameter to increase the memory limit to 3 GB: boot.ini
[HTMLUATatriumcoreIG:boot loader]
timeout=30
default=multi(0)disk(0)rdisk(0)partition(2)\WINDOWS
[HTMLUATatriumcoreIG:operating systems]
multi(0)disk(0)rdisk(0)partition(2)\WINDOWS="Programmatic name of the operating system" /3GB
Save the file. boot.ini
Restart the computer system.
Related topics
Preparing your operating system and your server before you upgrade BMC Atrium Core
Note
Some of the links in this topic go to the BMC Remedy AR System and BMC Atrium Core
documentation.
This topic describes various instructions that you must
perform you upgrade to BMC Atrium Core 8.1.00. before
Instructions for all BMC Atrium Core versions
Comment out the entries in the ar monitor and ar configuration files
Perform a complete health check of AR System server and BMC Atrium CMDB
Applications that depend on BMC Atrium Core, such as those in the BMC Remedy ITSM suite, are not upgraded
1.
2.
3.
1.
2.
with the BMC Atrium Core installer. To verify that integrated applications are compatible with this version of BMC
Atrium Core, see the . compatibility matrix
If you are using a version of BMC Remedy ITSM earlier than 7.0.3 patch 009, create a backup of your
database and upgrade to BMC Remedy ITSM 7.0.3 patch 009 or later and then proceed with the upgrade.
If you are upgrading from a version earlier than 7.5.00, choose a new installation directory when you
upgrade.
The AtriumCore directory must not be below the directory. For example, if you BMC_AR_SYSTEM_HOME
used to install an earlier version, use a different path, like for the /usr/arsystem/cmdb /usr/AtriumCore
upgrade.
Additionally, you must remove the BMC Atrium Core libraries in the the PATH environment variable. To do
this, you can remove the mid tier location and the old BMC Atrium Core installation directory location from
PATH and LD_LIBRARY_PATH.
If you are upgrading from version 7.5.00 or later, provide the current installation directory when you upgrade
but make sure that the directory is not under . If the dir AtriumCore BMC_AR_SYSTEM_HOME AtriumCore
ectory is under the directory, you might encounter the following error in the BMC_AR_SYSTEM_HOME atriu
file: mcore_install_log.txt
LOG EVENT {Description=[SET PROPERTY VALIDATION_ERROR_RESULT],
Detail=INVALID_INSTALL_DIR_PATH_ATRIUM[String:BMC Atrium Core]]}
SEVERE,com.bmc.install.product.atriumfoundation.task.
AtriumFoundationPathValidationTask,
LOG EVENT {Description=[INVALID_INSTALL_DIR_PATH_ATRIUM
[String:BMC Atrium Core]],Detail=[INVALID_INSTALL_DIR_PATH_ATRIUM]}
If you used the command-line version Best Practice Conversion Utility (BPCU) before upgrading your
applications or server components to version 7.6.04, the of some BMC CMDB Customization Type
classes might have changed from Unmodified to Custom.
Set the of these BMC CMDB classes to Unmodified before you upgrade BMC Customization Type
Atrium CMDB. To do this, you must install a utility that converts the custom classes to Unmodified.
For more information about installing this utility and converting the customization type to Unmodified, see the
following comment on the BMC Communities web page:
https://communities.bmc.com/communities/docs/DOC-14382#comment-6917
(https://communities.bmc.com/communities/docs/DOC\-14382#comment\-6917)
Instructions for all BMC Atrium Core versions
Upgrade your AR System server you upgrade BMC Atrium Core to version 8.1.00. Before you before
upgrade the AR System server, create a backup of your AR System server database.
The backup preserves your data and lets you restore your previous environment if you encounter errors while
upgrading.
Upgrade the AR System server.
Important
If you created functional indexes at the database level of the AR System server, you must
first save the information about these indexes and then proceed to remove them before
you upgrade the AR System server. You can create the indexes again after you upgrade
the AR System server.
2.
3.
4.
5.
6.
7.
8.
Note
If you are using AR System server 7.1.00 or earlier, upgrade your AR System server to
version 7.5.00 and then upgrade to version 8.1.00. For more information about upgrading
to AR System server 7.5.00, see the BMC Remedy Action Request System 7.5.00
. Installation Guide
When upgrading an AR System server group, make sure
The primary server is up and running, and
The server on which you are performing the installation is up and running.
Shut down other servers while upgrading one of the servers, with the exception of both the server you
are upgrading and the primary server, which should both be up.
Note
Shutting down the primary server in the group can cause installation issues
because when the primary server is down, the server group assume that the
secondary server has taken on the role of primary server.
For more information about AR System server groups, see the complete set of instructions in #Installi
. ng a server group
Fix issues that the AR System server might have encountered.
Open the file and search for issues particularly related to the database and network that might arerror.log
have occurred in the past three days. Fix these issues before upgrading BMC Atrium Core.
For more information about fixing AR System server issues, see . Troubleshooting
Configure the AR System thread settings before you upgrade BMC Atrium Core.
Perform the upgrade during off-peak hours when no major activity (such as running a data exchange or a
reconciliation job) is underway on the AR System server.
If you have jobs that are defined against deprecated classes, the jobs do not successfully upgrade and errors
might occur. To overcome these errors, delete all the rules defined on deprecated classes.
Note
Job definitions are not upgraded automatically, but after your upgrade is complete, you
can create new jobs in the BMC Atrium Core Console.
Make sure that you have no classes in a Change Pending state.
The upgrade stops if there are pending activities. For information about canceling a failed pending change (a
change that never finishes), see in the BMC Atrium documentation. Troubleshooting
Comment out the entries in the ar monitor and ar configuration files
If you are upgrading from BMC Atrium Core 7.5.00, comment out the entries in the ar monitor and ar configuration
files.
If you are using a UNIX computer, you must comment out:
arcmdbd.sh and entries in the file arrecond.sh armonitor.conf
1.
2.
3.
4.
5.
1.
2.
3.
4.
libcmdbconsolefilterapi21.sl and entries in the file. cmdbsvr21.sl ar.conf
If you are using a Windows computer, you must comment out and entries in the arcmdbh.exe arrecond.exe
file. armonitor.cfg
To comment out the arrecond and arcmdbh entries in the armonitor file
Navigate to the following location on the BMC Remedy AR System server:
(Windows) AR_install_directory\Conf
(UNIX) /etc/arsystem/<server_name>
Open the file (UNIX) or the file (Windows) in a text editor. armonitor.conf armonitor.cfg
In the file, locate the lines that include and . armonitor.conf arcmdbd.sh arrecond.sh
In the file, locate the lines that include and . armonitor.cfg arcmdbd.exe arrecond.exe
Add the number sign (#) at the start of the line.
Save the file.
To comment out libcmdbconsolefilterapi21.sl and cmdbsvr21 entries in the ar.conf file
Open the file. ar.conf
Locate the lines that include the following:
Plugin: /usr/arsystem/norad/cmdb/server/bin/libcmdbconsolefilterapi21.sl
Load-Shared-Library: cmdbsvr21.sl
Add the number sign (#) at the start of the line.
Save the file.
Perform a complete health check of AR System server and BMC Atrium CMDB
After you upgrade AR System server, perform a health check of your AR System server and the AR System server
database. To do this, you must instantiate the AR System server in the consistency checker mode. The consistency
checker mode performs activities like status checks, maintenance, and validation of the AR System server
database.
For more information, see . Running the database consistency checker
After you finish the health check of the AR System server, you must perform a complete health check of BMC Atrium
CMDB.
Note
Before you upgrade, you must verify that the class definitions in your data model are correct.
Class definitions in your data model are verified when you perform a health check of BMC Atrium
CMDB.
Follow the steps in this section to perform the health check.
1.
2.
3.
a.
b.
c.
d.
4.
a.
b.
c.
5.
6.
7.
To manually verify your data model
From the BMC Atrium CMDB Maintenance tool, run the health check.
Examine the and files for any errors about starting the . arerror.log cmdbengdebug.log cmdbEngine
Search for the string to find errors. When the is started, it validates the class cmdbEngine cmdbEngine
definitions. The following example shows the error message that you might view in : arerror.log
*Mon Dec 11 16:10:18 2006 390600 : The specified super class with given classId
is not found. : Class ID: OB005056C00008PlV3RQU3oZAAHO8C, Super Class ID:
OB005056C00008F1V3RQd#IYAAD90C (ARERR 120132)*
For more information, see in the BMC Atrium documentation. Troubleshooting
Perform the following steps to verify that all classes in your data model are active:
In a browser, open the OBJSTR:Class form in Search mode.
Choose . View > Advanced Search Bar
In the at the bottom of the window, specify the following query: Advanced Search Bar
*'OSStatus' != "Active" OR 'Pending ID' != "0" OR 'System Status*' !=
"Active" OR 'Record Status' != "Active" OR 'Status' != "Active"*
If this query returns any rows, it means that those classes were either not correctlycreated or were
not correctlydeleted.
Check the classes listed in the result window to investigate the issue.
Perform the following steps to verify that all attributes for the classes are Active.
In a browser, open the Attribute Definitions form in Search mode.
Choose . View > Advanced Search Bar
In the at the bottom of the window, specify the following query: Advanced Search Bar
*'OSStatus' != "Active" OR 'Pending ID' != "0" OR 'Record Status' !=
"Active"*
If this query returns any rows, it means that those attributes were either not correctlycreated or not
correctlydeleted.
Run from the server. cmdbdriver
For information about using the program, see in the BMC Atrium documentation. cmdbdriver Developing
Note
On a UNIX computer, you might need to open the file and set arcmdbd.sh LD_LIBRARY
to the path where the BMC Atrium CMDB files and directories are installed. _PATH
Type the command to get the list of classes. glc
Accept default values for all prompts displayed for this command.
A list of classes is displayed.
7.
8.
9.
10.
1.
2.
3.
4.
5.
a.
b.
c.
d.
e.
Note
If the program generates an AR 91 RPC call failed error, verify that the cmdbdriver cm
is running. This error might also occur if the class definitions in the your data dbEngine
model are incorrect.
In a browser, open the Application Pending form and make sure that there are no records with Change
Pending status.
Perform a clean-up of all the reconciliation jobs and AIE data exchanges that have a pending status, and set
the status of AIE data exchanges and reconciliation jobs to Inactive.
Make sure that the plugin is running. ARDBC.Notify
Important
If you find that the plugin is not running, from the or the file, set ARDBC.Notify ar.conf ar.cfg
the following parameters to match your environment: , Plugin BMC-ARDBC-NOTIFY-Server-P
, , , ort BMC-ARDBC-NOTIFY-Protocol-V1-Encrypt BMC-ARDBC-NOTIFY-Event-Cache
and . BMC-ARDBC-NOTIFY-Verify-Log
Preparing the AR System server before you upgrade BMC Atrium Core and other BMC applications
The BMC Atrium Core installer prompts you to enter information about the BMC Remedy AR System server. The
following steps will help you prepare your system to install the BMC Atrium Core features on the AR System server.
Review relevant technical bulletins and patches on the BMC Support site before you install BMC Atrium
Core.
Review online documentation and white papers.
Review the AR System online documentation.
Review the BMC Atrium Core online documentation.
Check the BMC Support site for white papers, such as Performance Tuning for Business Service
, that might contain information to help you optimize your environment for installation. Management
Make sure that the AR System server is correctly licensed.
BMC Atrium Core requires an AR System server with a multi-server license.
If you want to install the BMC Remedy ITSM Suite applications, and if you are using a different user, make
sure that BMC Atrium Core user is a member of the Administrator group in the BMC Remedy AR System
User form.
Temporarily disable the escalations on the AR System server.
Make sure that BMC Remedy AR System is set to Disable Escalations. The BMC Atrium Core installation
does not complete successfully if BMC Remedy AR System is not set to Disable Escalations.
Log on to your AR System server.
In the Server Information form, click the tab. Configuration
5.
e.
f.
6.
a.
b.
c.
d.
e.
f.
7.
8.
a.
b.
c.
d.
e.
f.
g.
9.
Select the option. Disable Escalations
Click . OK
Disable AR System server encryption. temporarily
Installation of BMC Atrium Core on an encrypted AR System server is not supported. You can enable
encryption after installation.
Log on to the AR System server.
From the Server Information form, click the tab. Encryption
In the New Encryption Settings area, choose in the Security Policy list, and click . Disabled Apply
Note
Re-enable escalations and encryption when you finish installing all the BMC
applications.
Because BMC Remedy AR System can restrict the size of attachments, verify that your setting for
attachments is set to at least 500k during the installation.
You can change this setting to a smaller limit after the installation (the default is zero).
Set the parameter to . Next Request ID Block Size 100
BMC recommends setting the parameter to to improve performance when Next Request ID Block Size 100
creating entries on an AR System server configured for multi-threading. This includes creating instances in
BMC Atrium CMDB, such as during bulk data load from a discovery application or a reconciliation merge or
copy activity.
Warning
If you have custom workflow that depends on consecutive request IDs, a Next Request
greater than 1 causes inconsistent results. ID Block Size
Open the AR System Application Console.
Click the tab. Platform
Enter , and click to retrieve the server information. Server Name Alias Apply
In the field, type . Next Request ID Block Size 100
Click . OK
Set the size limit for the AR System database.
If you do not set size limits correctly, the database size limit might be reached.
To prevent BMC Remedy AR System from reaching the size limit of the database, perform the following
changes:
For Microsoft Windows using SQL Server Open SQL Server Enterprise Manager and select the Au
option for your AR System database. tomatically Grow File
For UNIX using Oracle Execute the following SQL statement as the user: system
ALTER DATABASE DATAFILE 'OracleHome/DATABASE/ARSYS' AUTOEXTEND ON NEXT 100M
9.
10.
a.
b.
c.
d.
e.
f.
g.
a.
b.
c.
d.
11.
a.
b.
12.
MAXSIZE UNLIMITED;
Note
You do not need to commit or restart the server after you make the changes.
Set the JVM heap size for the Tomcat server.
If you use an existing Tomcat server instance, BMC recommends setting the JVM heap size of Tomcat
servers to a value of 1024 MB and a permanent generation size of 256 MB. Otherwise, you might minimum
see errors and a failure to publish web services to the BMC Atrium Core Registry. OutOfMemory
Setting the JVM heap size for a Windows computer
Stop the Tomcat server.
Run the application to open the Apache Tomcat Tomcat6 Properties dialog box. tomcat6w
You can find in the tomcat6w.exe C:\Program Files \Apache Software
folder. Foundation\Tomcat6.0\bin
Click the tab. Java
Set to 2048 MB or higher. Maximum Memory Pool
In the list, set to 256 MB or higher. Java Options XX:MaxPermSize
Note
If you do not find in this list, look for . Set XX:MaxPermSize XX:PermSize
this parameter to 256 MB or higher. If you cannot find either of these
parameters in the list, add either or Java Options XX:PermSize XX:Max
using the following syntax: PermSize
or . -XX:MaxPermSize=256m -XXPermSize=256m
Click and then click . Apply OK
Start the Tomcat server.
Setting the JVM heap size for a UNIX computer
Stop the Tomcat server.
Locate the file in the directory. catalina.sh tomcat\bin
Export the following parameter in the file: catalina.sh
export CATALINA_OPTS="-Xms1536m -Xmx2048m -XX:PermSize=128m
-XX:MaxPermSize=256m"
Start the Tomcat server.
On IBM AIX, enable the full installation.
When installing on AIX, set the system attribute to 32 or higher to ensure that all directories are ncargs
installed.
Check your current value by executing this command: ncargs
lsattr -E -l sys0 -a ncargs
If is not set to a value of 32 or higher, set it to 32 (or a higher value) by typing this command: ncargs
chdev -l sys0 -a ncargs=32
If you are using a Linux or a UNIX computer, and you choose to run in place of , you setup.bin setup.sh
specify the limit on the number of file descriptors (5000) a process may have by using the com must ulimit
12.
13.
14.
15.
16.
17.
18.
mand. Use the following syntax: . ulimit -n 5000
For non-root user,make sure that the "open files" limit of the shell is set to 16384. For this, you must modify
the file. /etc/security/limits.conf
On AIX computers, specify the limit on the number of file descriptors (unlimited) a process may have by using
the following syntax: . ulimit -n unlimited
Disable applications running on port 12333.
To prevent port conflicts with port 12333, disable any applications running on port 12333 before you install.
After the installation is complete, programs can resume using port 12333.
Note
BMC Atrium Core is installed using InstallAnywhere, a multi-platform software deployment
solution. Because InstallAnywhere uses port 12333 for installing BMC Atrium Core, you
must free the port before you begin with the installations.
Verify if the utility is present on UNIX. bc
Before you begin to install BMC Atrium Core, make sure that the utility is installed in your environment. bc
When you begin to install BMC Atrium Core, the installer verifies that the utility exists in your environment. bc
You will not be able to continue with the installation if the utility is not present.
For improved performance if you are using the BMC Remedy ITSM Suite applications with the BMC Atrium
CMDB, run your BMC Remedy ARSystem server on a private RPC socket with the following values:
Windows:
RE-RPC-Socket 390698 (for the Reconciliation Engine)
Private-RPC-Socket 390698 10 10 (for the BMC Remedy AR System Server)
UNIX:
RE-RPC-Socket 390698 (for the Reconciliation Engine)
Private-RPC-Socket 390698 6 6 (for the AR System server)
Note
You can also use port number 390699, but the port numbers for the BMC
Remedy Reconciliation Engine and the AR System server must match.
To allow BMC Service Request Management run on a private server, configure the BMC Remedy AR
System server to run on a private server first. For more information about private servers, see Configuring
. the AR Server Settings page
If you configured the AREA plug-ins after installing BMC Remedy AR System, set the value of the Authentic
parameter in the ( ) file to if the current value is ation-Chaining-Mode ar.cfg ar.conf ARS - AREA AREA -
. ARS
Note
Restart the server before installing or upgrading the BMC Remedy ITSM Suite.
After the upgrade is complete, restore to its original Authentication-Chaining-Mode
setting.
If you have changed the AR tcp port, update the port number details in the and the ar.cfg ARSystemInstalle
. dConfiguration.xml
Preparing to upgrade BMC Remedy ITSM
1.
2.
3.
1.
2.
3.
1.
2.
3.
4.
Review the following topics to prepare to upgrade BMC Remedy ITSM:
BMC Remedy ITSM upgrade recommendations
Preserving your customized join forms and related views
Preserving your customizations to Classic views prior to upgrading from a pre-7.6.03 release
Mixed version upgrades
Upgrading from BMC Remedy ITSM 6.0.00 or earlier applications
Upgrading BMC Remedy ITSM 7.0.03 patch 009 or later applications to BMC Remedy ITSM 8.1
Data changes during an upgrade installation from BMC Remedy ITSM 7.0.03 patch 009 to ITSM 8.1
BMC Remedy ITSM upgrade recommendations
Note
BMC does not support upgrades to 8.1 on single virtual CPU (vCPU) systems running the AR
System server and database. You must have at least two vCPU systems and 8 GB of RAM. For
BMC sizing guidelines and performance benchmarks, see AR System hardware requirements for
. upgrades
Important
If you are upgrading any combination of BMC Remedy IT Service Management, BMC Service
Level Management, and BMC Service Request Management, use the following upgrade
sequence:
But if you are upgrading from BMC Service Level Management 7.5 or earlier, use the following
sequence (due to a known integration issue):
BMC recommends that you perform the following steps before performing an upgrade:
Review the group IDs of any custom groups that you created.
Make sure that none of them fall . within the group IDs that are reserved by BMC Remedy AR System
Otherwise, you will not be able to successfully import the sample data.
Disable the Object Modification Logging parameter. This reduces the time taken to complete the upgrade. To
disable this parameter, click . Server Information > Version Control > Object Modification Log
Disable the Object Reservation parameter. This parameter enables users to reserve server objects. If objects
remain reserved during the upgrade, the AR System Server prevents other users, such as the person
performing the upgrade, from modifying them.
To disable this parameter, click Server Information > Version Control > Object Reservation.
4.
5.
6.
7.
8.
9.
For Oracle databases, set the value of the option to . Oracle CLOB inrow
For more information, see . Using Oracle CLOBs with BMC Remedy AR System
Ensure that the following form fields have a listed initial database size (not zero length).
Note
Some of these fields are hidden. In Developer Studio, click to Show Fields Not In View
see them.
If they do not, modify the fields before you perform the upgrade. If the AR System Server and BMC Remedy
Developer Studio are at least version 7.6.04, modify the fields in Base Development Mode in Developer
Studio. This will ensure that no unnecessary Overlays are created.
Form name Field name Field ID Field length
NTE:Notifier Log Notification Text 1000000820 3964
NTE:Notifier Log Email Message Body 1000000827 3964
SYS:Action ID01
ReconciliationIdentity
1000005892 255
SYS:Action ID02
ReconciliationIdentity
1000005893 255
HPD:Help Desk SLMEventLookupTblKey
word
301788500 255
HPD:Help Desk SLMLookupTblKeyword 301610100 255
Enable the Record Object Relationship feature. This is used to detect whether any custom workflow objects
use the BMC Remedy ITSM attributes that will be moved out of the Configuration Management Database.
If this feature is not enabled, the upgrade does not delete the BMC Remedy ITSM attributes from the
Configuration Management Database. You can run the installer again to delete the ITSM attributes later.
Note
You must restart the AR System Server after making these changes.
Back up your overlay objects before continuing with the upgrade. If you have not previously preserved your
customizations through overlays, use the BMC Remedy Best Practice Conversion utility. For more
information, see . Creating overlays with the Best Practice Conversion Utility
Before performing an upgrade, make sure that all notifications have been processed.
Remove all data from the following forms that accumulate non-functional data:
NTE:Notifier
CAI:Events
CAI:EventParams
CFG:Business Holidays Storage
Business Time Holidays
9.
10.
11.
12.
13.
14.
15.
16.
a.
b.
DLD:SYS:DataLoadStatus
DLD:SYS:DataWizardStatus
NTE:SYS-NT Process control (Remove unprocessed records only)
NTE:SYS NT (Remove only records older than one day)
SYS:Action
RE:Job_Runs
RE:Job_Events
Server Events
FB:History
SLM:SLAComplianceContracts
Classcount
CFB:change Status
Remove data from audit forms temporarily. To do this, export the data, delete the original data, perform the
upgrade, and then re-import the data.
( ) Identify customer compliance requirements and remove any excess audit data. Optional
Ensure that the DB Buffer Cache has a sufficiently large value. BMC recommends setting the value of
sga_target to 1 GB or 2 GB, and the value of db_cache_size to 1.5 GB.
Disable escalations on the AR System Server under the AR System Administration Console.
Comment the following application processes in the file located in the folder: armonitor CONF
Arrecond
Arcmdbd
emaild
arsvcdsp
slmcollsvc
slmbrsvc
Note
Ensure that the value of the parameter in the server_port <ARInstallDir>/pluginsvr/pluginsvr_config.x
file is the same as the value of the parameter in the fi ml TCD-Specific-Port <ARInstallDir>\Conf\ar.cfg
le (Windows) or the file (UNIX). <ARInstallDir>/conf/ar.conf
Comment out references to the Approval Server plug-in as follows:
In the ( ) file, comment out the entry for ar.cfg ar.conf Server-Plugin-Alias ARSYS.ARDBC.PREVIE
. W
In the primary file in the directory, pluginsvr_config.xml \ARSystem\pluginsvr ARSystemInstallDir
comment out the Approval Server plug-in.
Comment out all lines, including the tags <plugin></plugin>
16.
b.
17.
18.
a.
b.
19.
20.
21.
<plugin>
<name>ARSYS.ARDBC.PREVIEW</name>
<pathelement type="location">C:/Program Files/BMC
Software/ARSystem/approval/bin/arasj80_build002.jar</pathelement>
<classname>com.bmc.arsys.approval.main.ApprovalPlugin</classname>
Software/ARSystem/arserver/api/lib/arcmnapp80_build002.jar</pathelement>
Software/ARSystem/arserver/api/lib/arutil80_build002.jar</pathelement>
</plugin>
Note
Ensure that there are sufficient resources for the following:
Disk space
Database space
Database temporary space
Logical log space
Note
As a rule of thumb, your temporary space should be 1.5 times the size of the
largest table in the database.
If you are upgrading to BMC Change Management 8.0.00 or later and you have more than 10000 non-closed
change requests, perform the following steps:
Open the page and then click the tab. Server Information Advanced
Set the value of Maximum Filters for an operation parameter to the number of open change requests *
50.
For more information, see SW00445817 in Known issues for BMC Change Management
If you are upgrading from a version of BMC Service Level Management version 7.5.x. and you have prior to
created service targets, delete the join forms that were created by the application, such as
HPD:HelpDesk_SLA and SRM:Request_SLA.
If you are upgrading BMC Service Level Management (and not ITSM), this step is necessary. only not
After you finish the upgrade, you will need to rebuild these join forms. (See Rebuilding join forms that were
.) deleted before an upgrade
For more information, refer to knowledge article KA326142 before performing the upgrade.
If you are installing BMC Remedy ITSM in a server group environment, refer to the BMC Remedy IT Service
. You can also refer to knowledge Management Suite Installing and Configuring Server Groups White Paper
article KA323258.
Ensure that your hardware meets the minimum requirements. For more information, see System
. requirements
Preserving your customized join forms and related views
As of BMC Remedy ITSM 7.6.04, the field deletion driver scripts have been changed and fields are now deleted
using the Cascade option. This option not only deletes referenced fields but it also deletes all associated fields in all
1.
2.
3.
4.
5.
6.
join forms.
If you have created a customized join form that references a field on an existing BMC Remedy ITSM form that is
going to be deleted, you will have to identify your customized join forms, export related views, and recreate the fields
in your join forms following an upgrade. For information on recreating the fields, see Re-create fields for your
. customized join forms
To identify the customized join forms and export related views
Log in to the server using BMC Remedy Developer Studio.
Within the AR System Navigator view, choose and double-click on Server Name> All Objects> Forms For
to display the list of available forms on the server. ms
Click on the Type table header to sort the list by form type.
Review all forms of type "Join" and identify any forms that have been added that reference existing BMC
Remedy ITSM forms. If a join form references another join form that references a BMC Remedy ITSM field,
they must be identified as well.
Right-click each of the identified forms in the list and select . Export Form View...
Enter a valid directory name and file name in the field and click the button. To File: Export
This exports all views on the form to the specified directory and file name.
Preserving your customizations to Classic views prior to upgrading from a pre-7.6.03 release
The following procedure describes how to preserve your customizations to Classic views during an upgrade from a
pre-7.6.03 BMC Remedy ITSM release if you have customized the following forms:
HPD:Help Desk
HPD:Help Desk Dialogs
CHG:Infrastructure Change
CHG:Change Dialogs
Starting with BMC Remedy ITSM 7.6.03, the HPD:Help Desk and CHG: Infrastructure Change forms have
undergone the following changes to improve performance:
The Default User View has been migrated to the new HPD:Help Desk Classic and CHG:Infrastructure
Change Classic forms. These forms are a self join of the original form in order to maintain data integrity and
retain the existing business login enforced by the filter workflow.
The active link workflow that is specific to the Default User View has been duplicated in the HPD:Help Desk
Classic and CHG:Infrastructure Change Classic forms.
The HPD:Help Desk Dialogs and CHG:Change Dialogs interface forms have been migrated to the HPD:Help
Desk Dialog Classic and CHG:Change Dialogs Classic forms.
The view selection framework for Default User View will continue to function with a redirection workflow and
any user access to this view will be redirected to the same view on the new classic forms.
If you have customized any of these forms, you should backup and re-apply your customizations after
performing an upgrade.
The following BMC Remedy AR System objects will be impacted by these form changes and may not be
functional after the upgrade:
Views relating to Default User View
Views in the HPD:Help Desk Dialogs and CHG:Change Dialogs forms
1.
2.
3.
Active Link workflows on the four forms listed above
Depending on the level of customizations, it may be possible to manually re-implement the customizations or
import them back to the new forms. You must evaluate the best possible approach on a case-by-case basis.
To preserve your customizations
Identify all your customizations (including fields that you added to the Default User Views and any views in
the dialog forms).
Export all of the views that contain your customizations to update the definition file.
Identify all active link workflows that are part of your customizations and export all of these workflows.
Mixed version upgrades
BMC Remedy ITSM Suite version 8.1 introduces the ability to selectively upgrade BMC Remedy ITSM
applications.The following table describes various scenarios in which you can choose to upgrade an application or
retain the existing version, depending on whether you have an earlier version of BMC Knowledge Management
installed.
Installed suite
version
BMC
Knowledge
Management
installed
BMC Knowledge
Management
8.1 check box
BMC Remedy ITSM
Suite 8.1 core
application check
boxes
Action
7.6.04 and later No Not selected and not
locked
Pre-selected and
locked
Only the BMC
Remedy ITSM Suite
8.1 core applications
are upgraded.
7.6.04 and later No Selected and not
locked
Remain selected and
become unlocked
You can:
Deselect the BMC
Remedy ITSM
Suite 8.1 core
applications to
perform a
standalone BMC
Knowledge
Management 8.1
installation
Leave at least one
BMC Remedy
ITSM Suite 8.1
core application
selected to
upgrade all core
applications, and
install BMC
Knowledge
Management 8.1
7.6.04 and later Yes Pre-selected and not
locked
Pre-selected and not
locked
You can:
Deselect BMC
Knowledge
Management 8.1
to upgrade the
BMC Remedy
ITSM Suite core
applications only
Deselect the BMC
Remedy ITSM
Suite 8.1 core
applications to
upgrade BMC
Knowledge
Management only
Leave at least one
BMC Remedy
ITSM Suite 8.1
core application
selected to
upgrade all core
applications, and
upgrade BMC
Knowledge
Management as
well
7.6.04 and later Yes Deselected Become selected
and locked
Only the BMC
Remedy ITSM Suite
core applications are
upgraded.
7.6.03 and earlier No Not selected and not
locked
Pre-selected and
locked
Only the BMC
Remedy ITSM Suite
upgraded.
7.6.03 and earlier No Selected and not
locked
Remain selected and
locked
All of the BMC
Remedy ITSM Suite
upgraded and BMC
Knowledge
Management 8.1 is
installed.
7.6.03 and earlier Yes Pre-selected and
locked
Pre-selected and
locked.
All of the BMC
Remedy ITSM Suite
core applications and
BMC Knowledge
Management are
upgraded.
Note
You can choose not to upgrade BMC Service Request Management to version 8.1. However, for
successful integration with BMC Knowledge Management 8.1, you must upgrade BMC Service
Request Management to version 7.6.04 SP2.
Upgrading from BMC Remedy ITSM 6.0.00 or earlier applications
Upgrading a BMC Remedy ITSM version 6.0.00 or earlier application directly to BMC Remedy ITSM version 7.5.00
or later is not supported. Instead, you must:
Install the version 7.5.00 or later applications on a new server.
Use the BMC Remedy ITSM Data Management tool to migrate version 6.0.00 or earlier application data into
the version 7.5.00 or later application. For more information about the Data Management tool, see Data
. Management
Note
Do not uninstall the BMC Remedy Approval Server prior to an upgrade, because it must be
installed for BMC Change Management and BMC Asset Management to be installed correctly.
Upgrading BMC Remedy ITSM 7.0.03 patch 009 or later applications to BMC Remedy ITSM 8.1
The BMC Remedy ITSM 8.1 installer supports upgrading from the BMC Remedy ITSM 7.0.03 patch 009 or later to
BMC Remedy ITSM 8.1.
Before you begin
To upgrade BMC Remedy ITSM 7.0.03 patch 009 or later applications to BMC Remedy ITSM 8.1
Note
After a BMC Remedy ITSM 7.0.03 patch 009 application is upgraded to BMC Remedy ITSM 8.1,
do not install BMC Remedy ITSM 7.0.x applications on that BMC Remedy AR System server.
Doing so will downgrade BMC Remedy ITSM 7.6.00 foundation data.
Before you begin
If you have installed BMC Remedy ITSM 7.0.03 with a patch that is earlier than patch 009, you must install patch
009 before proceeding with the upgrade. You must install ITSM 7.0.03 patch 007 before you upgrade to ITSM 7.0.03
patch 009.
1.
2.
Note
As of BMC Remedy ITSM 7.6.03, the installation of mixed versions of applications (for example,
installing BMC Remedy Service Desk 7.5 and BMC Remedy Asset Management 7.6) is no
longer supported. If you are in a mixed-version environment, the installer will upgrade all of your
applications to the latest version. If you are adding a new application, the installer will force the
upgrade of all pre-existing applications to the latest version.
The version 8.1 release introduces support for the upgrade of mixed versions of the BMC
Remedy ITSM Suite and the BMC Knowledge Management application (for example, upgrading
BMC Service Desk, BMC Asset Management and BMC Change Management, but not BMC
Knowledge Management). For more information, see . Mixed version upgrades
BMC Remedy AR System Server 7.6.04 introduces the Best Practice Conversion utility, which enables you to
convert pre-7.6.04 customizations in BMC Remedy AR System components and applications into overlays or
custom objects. Overlays and custom objects ensure that your customizations are not lost when a BMC Remedy AR
System application or server is upgraded.
Recommendation
Run the Best Practice Conversion utility prior to performing an upgrade.
For more information about the Best Practice Conversion utility andoverlays, see Creating overlays with the Best
. Practice Conversion Utility
As of BMC Remedy ITSM 7.6.03, BMC Software has replaced the CAI, ARDBC, charge backs and NextId plug-ins
written in C with Java plug-ins in order to enhance performance. For more information, see Manually registering
. application plug-ins
To upgrade BMC Remedy ITSM 7.0.03 patch 009 or later applications to BMC Remedy ITSM 8.1
Perform the tasks described in the . BMC Remedy AR System online technical documentation
Perform post-installation tasks. See . Configuring after installation
Data changes during an upgrade installation from BMC Remedy ITSM 7.0.03 patch 009 to ITSM 8.1
This section provides information about the forms into which BMC Software loads new or modified data and about
the ARX files:
Forms for new or modified imported data
Finding data that will be imported during an upgrade
Viewing ARX file layout
Migrating Asset Lifecycle data from CMDB
For BMC Remedy ITSM 7.6.04 and later, the ARX files have been consolidated to improve installer performance.
Recommendation
Back up your database and export your data customizations to an ARX file before you run the
BMC Remedy ITSM installer. You can import your customized data into a BMC Remedy ITSM
7.6.04 or later form after the BMC Remedy ITSM installation is finished
Forms for new or modified imported data
This topic lists the forms into which BMC Software imports new or modified data.
Recommendation
If you have customized data in these forms, back up the data.
AAS:AuditFilters
AAS:CFG Notification Rules
AP:Form
AP:Process Definition
APR:SYS-ApprovaDefinitionAlias
APR:SYS-Approval Definition
AR System Message Catalog
AR System Resource Definitions
AR System Web Services Registry
ASE:Assignment Association
ASE:Assignment Process
ASE:Assignment Rules
ASE:ProcessRuleForm
AST:AssetAdvancedSearchCriteria
AST:ConfigRegistry_FieldIDMapping
BMC.CORE.CONFIG:BMC_Dataset
BMC.CORE.CONFIG:BMC_UIComponent
CAI:CommandParams
CAI:CommandParamsMapping
CAI:Commands
CFB:FlashboardData
CFB:FlashboardUserView
CFG:Business Holidays Storage
CFG:Geography Country
CFG:HTMLCatalog
CFG:Service Catalog Assoc
CHG:CCMAdminGUI:ServerConfig
CHG:CCMCalendar:UserDefaults
CHG:CFBFlashboardData_Staged
CHG:CFBFlashboardUserView_Staged
CHG:CFBFlashboard_StagedDataLoader
CHG:CFG Change Risk Determine
CHG:CFG Rules
CHG:ChangeRiskFieldSelection
CHG:ChangeRiskReportTemplate
CHG:TemplateSPGAssoc
COM:Company
COM:Company Alias
CTM:CFG-ApplicationPreferences
CTM:People
DLD:LicenseCount
DLD:MessageBox
DLD:SYS:DataWizardProductStatus
DLD:SYS:DataloadOrder
DLD:SYS:ErrorMessages
DLD:SYS:ImportConfiguration
DLD:SYS:StagingFormDependency
Data Visualization Definition
Data Visualization Module
FIN:ConfigCostCategory
FIN:ConfigCostCentersRepository
FIN:CostCategoryRepository
HPD:AppSettings
HPD:Audit Filters
HPD:CFG-Rules
KPI:DataCollection
KPI:FlashboardConfig
MSM:MigrationTasks
NTE:CFG-Notification Events
RKM:KnowledgeSources
RKM:SourceCategorization
RKM:SourceCategorization_MappedIDs
RKM:SourceCompanies
RKM:SourceFields
RKM:SourceFormPermissions
RLE:BaseRule
RLE:CalculationRuleSpecificData
RLE:ComplexRuleSpecificData
RLE:Configuration
RLE:GetRuleSpecificData
RLE:RuleSet
RLE:RuleSetType
RLE:RuleTypesInformation
RLE:RunTag
RLE:UpdateRuleSpecificData
RMS:AuditFilters
RMS:CFG Rules
ROI:CFG_AssetROIConfig
ROI:CFG_ChangeROIConfig
ROI:CFG_IncidentROIConfig
ROI:ConfigurationConsole
Report
Report Definition
Roles
SHR:ARDBCFields
SHR:PicklistDefinition
SHR:SchemaNames
SRM:CFG Rules
SYS:Advanced Search Form List
SYS:Application CleanUp
SYS:Association Type Assoc
SYS:Association Types
SYS:Attachments
SYS:Attribute Permission Group
SYS:Attribute Setup
SYS:ComputedGroupDefinitions
SYS:Form Field Selection
SYS:Integration Management
SYS:Menu Items
SYS:Menu_With_Permissions
SYS:Message Box
SYS:Notification Messages
SYS:Predefined Queries
SYS:Reported Source
SYS:Request Types
SYS:Request Types Associations
SYS:Schema Sort
SYS:SelectionFieldFormMapping
SYS:Status Flow Transition Rules
SYS:Status Query Rules
SYS:Status Reason Menu Items
SYS:Status Transition Rules
SYS:System Settings
TMS:AuditFilters
TMS:TaskTemplate
User
VIS:ProcessAcceleratorItem
VIS:ProcessAcceleratorItemView
Finding data that will be imported during an upgrade
Determine whether your customized data will be impacted by an upgrade. The following information describes
where to find the data in the BMC Remedy ITSM installation directory that will be imported for a particular
component during an upgrade.
BMC Asset Management directories
Application or module component names
BMC Asset Management directories
The following list shows the directories where you can find the BMC Asset Management data that will be upgraded.
Note
The following list is for a Microsoft Windows environment where backward slashes are used for
paths. If you use a UNIX environment, the slashes appear as forward slashes.
installationPath\workflow\ pre_install\upgrade_from_7.6.03_to_7.6.04\integration\ast\workflow
installationPath\workflow\ pre_install\upgrade_from_7.6.03_to_7.6.04\system\ast\workflow
installationPath\workflow\
install\upgrade_from_7.6.03_to_7.6.04\integration\ast_componentName2_\workflow
installationPath\workflow\ install\upgrade_from_7.6.03_to_7.6.04\system\ast\workflow
installationPath\workflow\ post_install\upgrade_from_7.6.03_to_7.6.04\integration\ast\workflow
installationPath\workflow\ post install\upgrade_from_7.6.03_to_7.6.04\system\ast\workflow
The component in the directory path is specific to BMC Asset Management. For another application, the ast
component name will be different. will be replaced by a second component name listed _componentName2
in the following section (for example, pbm).
Application or module component names
Consult the following table to see which components apply for each BMC Remedy ITSM application and module.
Application or module Component names
Foundation aas, apr, asi, cai, cfg, cfn, cms, ctr, fin, fnd, rac, roi, rqc,
rrc, shr, srm, tms
BMC Change Management chg, rms
Data Management tool dld
Incident Management feature of BMC Service Desk hpd
Problem Management feature of BMC Service Desk pbm
BMC Asset Management ast, rle

Viewing ARX file layout

This topic describes the contents of an ARX file and how to use Microsoft Excel to view the contents of the ARX file.
Example of a consolidated ARX file
The following figure shows an example of a consolidated ARX file:
Consolidated ARX file example
Each section of the data is provided in the following format:
CHAR-SET, which is the character set of the data.
SCHEMA, which is the form where the data will be imported.
FIELDS, which are database field names.
FLD-ID, which are field IDs.
DTYPES, which are data types for each field.
DATA, which are the data values. Each DATA row represents a record.
Viewing an ARX file in Microsoft Excel
1.
2.
3.
4.
5.
6.
To determine which data corresponds to which field, use Microsoft Excel to view the consolidated ARX file. These
instructions are for Excel 2007.
Open the ARX file in a text editor
Copy the SCHEMA, FIELDS, FLD-ID, DTYPES, and DATA lines into an Excel spreadsheet.
Click the Data tab, and select . Text to Columns
Select , and click . Delimited Next
Select for the delimiter, and ensure that the double quotation mark (") is selected as the Space Text
and click . Qualifier Next
Click . Finish
The following figure shows the results:
Migrating Asset Lifecycle data from CMDB
To improve performance, you can migrate existing Asset Lifecycle data to a new form named when AST:Attributes
you upgrade BMC Remedy ITSM and BMC Service Request Management. You can upgrade BMC Remedy ITSM to
8.1.00, but choose not to remove ITSM-specific attributes from the BMC Atrium Common Data Model (CDM).
Note
This topic applies only for upgrades from BMC Remedy ITSM 7.6.3 patch 009 or later. If you
already upgraded to BMC Remedy ITSM 8.0.00 and removed the attributes from the CMDB, you
can ignore it because you already migrated the data.
When the BMC Remedy ITSM Attribute Migration Configuration screen appears, select whether or not the upgrade
continues after the data migration is completed. The upgrade proceeds in three different phases and you have three
options:
Option Description of upgrade phases
Only copy data from the CDM to ITSM Foundation Phase 1 This option only copies data from the CDM to
Foundation. After you validate the data, run the installer
a second time to complete the upgrade.
Upgrade to 8.1 but do not remove attributes from CDM Phase 2 This option upgrades ITSM to 8.1.00 but
retains attributes so that you can test your integrations.
After you validate the data, run the installer a second
time to remove the attributes from the CDM.
Upgrade to 8.1 and remove attributes from CDM
(default)
Phase 3 This option upgrades ITSM to 8.1.00 and
deletes the attributes. You should select this option
unless you need to validate the data and the
integrations.
After you validate the data, you can then run the installer a second time to delete the attributes from the CDM.
For information about changes to BMC Remedy ITSM lifecycle fields, see Changes to the BMC Atrium CMDB for
. BMC Remedy ITSM
Related topics
Upgrading BMC Remedy ITSM with specific CI attributes (with overlays)
Upgrading BMC Remedy ITSM with specific CI attributes (with new overlays)
Preparing to upgrade BMC Service Level Management
Review the following topics to prepare to upgrade BMC Service Level Management:
Upgrade recommendations for BMC Service Level Management
Pre-upgrade DB2 recommendations for BMC Service Level Management
Upgrade recommendations for BMC Service Level Management
Note
Some of the links in this topic go to other products' documentation.
BMC recommends that you perform the following steps
before performing an upgrade.
Note
If you are migrating from Remedy SLA to BMC Service Level Management (BMC SLM), an
upgrade is not possible. There are substantial differences between Remedy SLA and BMC SLM.
Therefore, if youhave a small number of service level definitions, you should manually recreate
thesein BMC SLM. For assistance in migrating larger environments, please contact BMC
Professional Services.
1.
2.
3.
1.
2.
3.
1.
2.
3.
4.
5.
Important
sequence:
Make a note of the service level agreements, service targets, and BMC SLM contract data defined in your
system.
Note
Please reference Knowledge Base article for guidelines about using database KA374367
queries to list or report service level agreements and service targets defined to your
system.
Back up any workflow customization before upgrading to BMC Service Level Management.
Workflow is overwritten during an upgrade installation.
If you performed customizations, to preserve them; otherwise, the create overlays or custom objects
upgrade overwrites them.
Export any customizations before the upgrade installation.
Note
BMC recommends that you adopt a naming convention (such as a prefix for
workflow) for your customizations so that you do not use the same names that
BMC Service Level Management uses.
Workflow that is disabled will be enabled during the upgrade if the workflow is part of the application
workflow.
Back up user interface modifications customizations you made to form views.
Fields you added to a form are not deleted during the upgrade.
User interface changes you made revert to the original layout.
BMC recommends that you generate a copy of a current view and make your changes to that view.
During an upgrade, your changes are not overwritten.
5.
6.
7.
8.
9.
10.
11.
12.
13.
Make a list of the workflow objects that you disabled in your current BMC Service Level Management
application.
Those workflow items are re-enabled during the upgrade if the workflow object is part of application workflow.
Note
The use of opening HTML tags, <html> and <body>, and ending HTML tags, </body> and
</html>, in the field of SRDs is not supported. If the description of your Description
existing SRDs contain these HTML tags, you must manually remove them after upgrade.
Disable the Object Modification Logging parameter. This reduces the time taken to complete the upgrade. To
disable this parameter, click . Server Information > Version Control > Object Modification Log
Disable the Object Reservation parameter. This parameter enables users to reserve server objects. If objects
remain reserved during the upgrade, the AR System Server prevents other users, such as the person
performing the upgrade, from modifying them.
To disable this parameter, click Server Information > Version Control > Object Reservation.
For Oracle databases, set the value of the option to . For more information, see Oracle CLOB inrow Using
. Oracle CLOBs with BMC Remedy AR System
Ensure that the DB Buffer Cache has a sufficiently large value. BMC recommends setting the value of
sga_target to 1 GB or 2 GB, and the value of db_cache_size to 1.5 GB.
Disable escalations on the AR System Server under the AR System Administration Console
Ensure that there are sufficient resources in terms of
disk space
db space
db temp space
logical log space
Note
As a rule of thumb, your tmp space should be 1.5 times the size of the largest
table in the database.
If you are installing BMCService Level Managementin a server group environment, see Installing BMC
. Remedy IT Service Management in a server group
Ensure that your hardware meets the minimum requirements. For more information, see Hardware
. requirements
Pre-upgrade DB2 recommendations for BMC Service Level Management
If you are using any version of BMC Service Level
Management (BMC SLM) earlier than version 7.6.04 and you
want to upgrade to version 8.1, then you must upgrade your
BMC SLM DB2 database by running the IBM DB2 database
script.
1.
a.
b.
2.
a.
b.
3.
4.
5.
6.
a.
b.
7.
8.
9.
10.
Note
If you are performing a installation of BMC SLM 8.1, you do not need to complete these new
steps.
Before you begin
Review the following instructions:
Performing the upgrade
To run the DB2 database script
Do one of the following tasks:
During the installation, if the (for Windows: ardb.cfg) file is not detected, you receive an ardb.conf
error message that you must first create the ardb.conf file.
During the installation, if the (for Windows: ardb.cfg) file exists but there is no ardb.conf
SLM:ServiceTarget form entry with clause of 32KB tablespace, you receive an error message that
you must execute the rundb2upgrade.sh script.
For AIX, type . ./rundb2upgrade.sh
For Windows, type . rundb2upgrade.bat
At the User Name prompt, type the AR administrator user name.
At the Password prompt, type the AR administrator user password.
At the AR Server Port prompt, type the AR port number.
For AIX, at the AR Database Name prompt, type the AR table space name (case sensitive).
For Windows, at the DB2 Table Space name prompt, type the AR 32KB table space name.
At the AR Installation Directory prompt, type the AR installation path.
Note
For Windows, the AR installation path must be in 8.3 format.
At the SLM Installation Directory prompt, type the SLM installation path.
At the Export Target Directory prompt, type the path for the exported data.
After running the script, re-install BMC Service Level Management 8.1.
Note
The script file is in the utility directory of DISK 1.
Preparing to upgrade BMC Service Request Management
1.
2.
3.
1.
2.
3.
1.
2.
3.
4.
5.
Important
sequence:
Note
Review the group IDs of any custom groups that you created. Make sure that none of them fall wi
. Otherwise, you will not be thin the group IDs that are reserved by BMC Remedy AR System
able to successfully import the sample data.
The application installer supports the following upgrades:
BMC Service Request Management version 2.2.00 P3 (and later versions) to version 8.1.00 (and later
versions)
BMC Service Request Management 7.6.04 SP1 (and later versions) to version 8.1.00 (and later versions)
To upgrade BMC Service Request Management 2.2.00, you must first install BMC Service Request Management
2.2.00 P4 (or later versions) and then install BMC Service Request Management 8.1.00 (and later versions).
To prepare for upgrade
Export data from your existing BMC Service Request Management data.
If you performed customizations, create overlays or custom objects to preserve them; otherwise, the upgrade
overwrites them.
For detailed instructions, see . Upgrading without overlays already present
Back up any workflow customization before upgrading to BMC Service Request Management 8.1.00.
Note
As a best practice, adopt a naming convention (such as a prefix for workflow) for
your customizations so that you do not use the same names that BMC Service
Request Management uses.
5.
6.
1.
As a best practice, generate a copy of a current view and make your changes to that view. During an
upgrade, your changes are not overwritten.
Make a list of the workflow objects that you disabled in your current BMC Service Request Management
application.
Note
Upgrade testing
This section explains how to set up and prepare your sandbox environment for running upgrade tests when you are
upgrading from BMC Remedy ITSM 7.0.03 patch 009 or later applications to BMC Remedy ITSM 7.6.03 or later.
Some application data (such as server host names) is hard-coded in the underlying BMC Remedy AR System
forms. After you migrate data from the production environment to the test environment, you might need to manually
update references to the server host names in the test environment in order to run the upgrade tests.
Setting up the sandbox environment
Updating hard-coded server hostname references
Setting up the sandbox environment
To minimize business production interruptions, the sandbox server must be overlaid with the production server
image and the production database must be restored on the sandbox. Note the time when the production database
backup is taken.
This topic addresses the following tasks:
To set up the sandbox environment
To back up the production database
To restore the production database backup on the sandbox server
To set up the sandbox environment
Identify the versions of the products currently installed in production, using the following table to record
version and patch numbers.
Note
Version and product information can be found in the SHARE:Application_Properties form.
Product Version Patch level
1.
2.
3.
a.
b.
c.
d.
e.
f.
g.
h.
BMC Remedy AR System and
associated components

BMC Atrium (CMDB)
BMC Remedy ITSM
BMC Service Request
Management

(SLM)

Ensure you have copies of all versions listed in step 1.
Install the required applications in the sandbox environment.
Note
This may require multiple downloads per product (for example, patches). Refer to the
application installation guides for information on application integrations and apply the
integrations as required.
Install all BMC Remedy AR System platform-related components (for example, the BMC Remedy
Assignment Engine is required) that match the versions identified in step 1. If you are using different
locales, select your target locales to install applicable language packs.
Note
Use the same BMC Remedy AR System instance name, AR database
Administrator name (often ARAdmin) and password, and tablespace names
(including temporary space).
Install all BMC Atrium CMDB components that are required.
Set the environment variables BMC_AR_LOADAPP_SKIP and BMC_LOADAPP_SKIP to TRUE. This
will enable the application installers to perform only the OS level installation without loading the
application into the database.
Note
Conducting English only installations is sufficient for BMC Remedy ITSM, BMC
Service Request Management, and BMC SLM.
Install all applicable BMC Remedy ITSM components and the required version patch.
Install BMC Service Request Management if applicable. For BMC Service Request Management 2.2.
versions, you do not have to install the subsequent patches. Installing the base version is sufficient.
Install BMC SLM, if applicable, and the required version patch.
Remove the BMC_AR_LOADAPP_SKIP=TRUE and BMC_LOADAPP_SKIP=TRUE environment
variables.
3.
h.
1.
2.
3.
4.
Backup the sandbox installation.
To back up the production database
Working with the DBA team, obtain a full backup of the production BMC Remedy AR System database.
To restore the production database backup on the sandbox server
Shutdown BMC Remedy AR System server on the sandbox server.
Restore the database onto the sandbox server.
Note
If you are running SQL Server, run the following command in your database:
Execute sp_changedbowner "ARAdmin"
Substitute with the appropriate BMC Remedy database Administrator account. ARAdmin
Relicense the BMC Remedy AR System server to match the new host.
Restart the BMC Remedy AR System server on the sandbox, and verify that the system is functional.
Note
Maintain a copy of the production database backup.
Updating hard-coded server hostname references
BMC Remedy AR System and BMC Remedy ITSM applications store the server host name in several places in the
database. You might need to update these host name references as you migrate data from a production
environment to a test environment.
Update references to the server host name on the following forms to use the correct server name:
AST:ARServerConnection
AST:ComplianceARBased_Advanced
TMS:ApplicationRegistry
CAI:AppRegistry
SYS:Escalation
SYS:Attachments (If the out-of-the-box data is modified by replacing arserver or midtierserver with the host
names, change only these values to the correct server name.)
1.
2.
3.
4.
Note
If you have installed BMC Service Request Management, open the SRM Application Settings
form from the Administrator Console.
Go to Administrator Console > Custom Configuration > Service Request
. Management > Advanced > Application Settings
Open the SRM Application Settings form.
Look for fields with the following labels. All of these fields contain references to the BMC
Remedy AR Server host name and the Mid Tier names.
Mid Tier Path
URL to the Request Entry console
AR Server Value for MidTier Configuration
Change only these values to the correct server name.
This topic describes the basic steps required to upgrade BMC Remedy AR System, BMC Atrium Core, and other
BMC products . This is a four-stage upgrade if you have previously installed BMC with overlays already present
Remedy AR System 7.6.04 and have already implemented overlays.
Important
If you are upgrading from pre-7.6.04 versions of BMC Remedy AR System to version 8.1,
first take a backup of the customizations (system forms of Approval Server, Assignment
Engine, Email Engine, and Flashboards), upgrade to version 8.1, and then manually add
the customizations for version 8.1.
Before beginning your upgrade, review the topics. To understand the difference Planning
between the two upgrade paths, see . Planning to upgrade
To upgrade the AR System server in a directory that already has the file, select ar.conf
the option, else select the option. If you select the option, the Upgrade Install Upgrade
installation program skips some of the server installation screens and refers to the
configuration values in the file. ar.conf
Prepare to upgrade
Step Task
1 Review the BMC Remedy AR System and BMC Atrium
for the latest, most complete compatibility matrix
information about platforms currently supported by BMC
Remedy and BMC Atrium products.
Note
To access this information, you must
log in with your BMC support login
and password.
2 for your computer platform: Review the requirements
a. for your Review the the hardware requirements
computer platform.
b. for your computer Review the software requirements
platform.
c. for your Review the 32-bit and 64-bit requirements
computer.
d. Review the additional Atrium Core upgrade
. requirements
3 before you start the upgrade. Prepare your database
Warning
Back up the BMC Remedy AR
System database. This enables you
to restore BMC Remedy AR System
to its pre-installation state if you
encounter problems.
4 Complete the MS Excel planning spreadsheet.
5 Download the installation files.
6 Prepare your components and applications for an
upgrade.
7 Review Understanding how upgrading with overlays
, the subsections. This information will works including
help you understand the importance of overlays during
the upgrade process.
Complete the upgrade stages
Step Task
8 Complete Stage 1 - Setting up a staging server for
you need to upgrades with overlays already present if
set up a staging server.
9 Complete Stage 2 - Upgrade AR System server with
. overlays present
10 Complete Stage 3 - Upgrade applications and adjust
. customizations with overlays present
a. Upgrade . BMC Atrium Core
b. Upgrade . BMC Remedy IT Service Management
c. Upgrade . BMC Service Level Management
d. Upgrade and BMC Service Request Management Da
. ta Visualization modules
11 Complete Stage 4 - Test and promote staging server
. (with overlays) to production
Migrate your data
Step Task
12 using the Delta Data Migration utility. Migrate your data
Understanding how upgrading with overlays works
Note
If you are performing anin-place-upgrade without using a staging server, perform all of
thestages and stepslisted in this section,but skip the staging server setup.Whenever the
documentation refers to the staging server (or StagingServer),use your production or
development server instead. The rest of the in-place-upgrade processis the same as the
staged-upgrade process.
This is a four-stage upgrade BMC Remedy AR System and BMC Remedy ITSM Suite for customers who have
previously installed AR System 7.6.04 and have already implemented overlays. These stages are based on the
assumption that your upgrade environment is already set up, and that you have created and verified a staging
server.
BMC recommends that you back up your staging server database before performing each stage of the upgrade
process. BMC also recommends that you run a database consistency check after each stage.
Stage 1 - Set up a staging server
If you are using the staged-upgrade method (whether you already have overlays or not), you need to set up a
staging server. There are two possible ways to set this up:
Accelerated staging server setup
Duplicated staging server setup
Stage 2 - Upgrade AR System server
Upgrade the AR System server. This stage must be performed before you can upgrade to newer versions of any
BMC applications or other platform components.
After completing stage 2, you can upgrade and run your applications, or install new applications. If you customized
your application without using overlays and you upgrade after this stage, your customizations will be lost.
Stage 3 - Upgrade applications and adjust customizations
Upgrade all of your applications and AR System components to version 8.1. Any existing customizations to those
items are preserved by making use of the overlays and custom objects that were created in previous stages.
After completing stage 3, you have upgraded your remaining AR System components and your applications. Any
Stage 4 - Test and promote staging server to production
Test and promote the staging server to production Copy all modified data on your current production system to
the staging server using the Delta Data Migration tool. Promote the staging server to be the new production server.
Related topics
Planning to upgrade
in the BMC Remedy AR System documentation Running the database consistency checker
The role of overlays in an upgrade
The role of overlays in an upgrade
In BMC Remedy Action Request System version 7.6.04, the overlays feature was introduced to preserve application
customizations during the upgrade process. During an upgrade, the upgrade installers ignore application overlays
and change only the objects that were originally installed with the application or server. After the upgrade, the
application or server continues to use the overlays instead of the origin objects for runtime operations so that the
customizations are preserved.
The following terms are used in the upgrade process:
Term Definition
Custom object A customer-created object that is not distributed by
BMC.
Origin object An original, unmodified object that is included with a
released BMC product.
Overlaid object An origin object that has an overlay associated with it.
Overlay object A customized version of an origin object that is used in
place of the origin object. In this case, the origin object
becomes an overlaid object.
Staged upgrade A method that makes use of a staging server, which
eventually becomes the new production server. This
method has the least amount of server downtime when
completing the upgrade.
Related topics
Customizing applications using overlays and custom objects in the BMC Remedy AR System documentation
Servers used in the staged upgrade process with overlays
Servers used in the staged upgrade process with overlays
Note
If you are performing an in-place-upgrade without using a staging server, perform all of the
stages and steps listed in this section, but skip the staging server setup. Whenever the
documentation refers to the staging server (or ), use your production or StagingServer
development server instead. The rest of the in-place-upgrade process is exactly the same as the
The staged-upgrade process allows you to upgrade your application and create overlays or otherwise address
pre-existing customizations to your BMC Remedy AR System server objects while your production server remains
available to users. The following diagram shows the set of servers that might be required to perform the upgrade.
The server listed on the right side of the diagram at the top is a staging server for staged upgrades. Completing the
optional upgrade stages 3, 4, and 5 requires a reference server, and might require another server (referred to as the
) to host upgraded applications. These additional servers do not have to be production upgrade comparison server
quality, but they must have compatible software and a compatible database to hold referenced copies of the BMC
software and database objects. The reference server and upgrade comparison server are temporary servers and
are not needed after the entire upgrade process is complete.
Required tools for upgrades with overlays
Required tools for upgrades with overlays
If you are upgrading BMC Remedy AR System, familiarize yourself with the following BMC tools to help accelerate
The following tools are required if overlays are implemented in your system: not
Best Practices Conversion Utility (BPCU) The BPCU helps identify platform and application
customizations and convert them to overlays.
BMC Remedy Migrator tool The BMC Remedy Migrator tool helps you synchronize data among your AR
System development, staging, and production systems.
The following tool is needed to perform the staged-upgrade, whether or not overlays are implemented:
Delta Data Migration tool The Delta Data Migration tool allows you to upload the data that changed on a
production server during the time that a staging server was being upgraded.
The following tool is required for all upgrades:
BMC Remedy Developer Studio BMC Remedy Developer Studio is an integrated development
environment (IDE) for BMC Remedy AR System applications.
Note
The upgrade process described here uses the BPCU and the BMC Remedy Migrator tool in
working with overlays and custom objects. If you are very familiar with your application, you can
use BMC Remedy Developer Studio to accomplish the same tasks.
Related topics
Creating overlays with the Best Practice Conversion Utility
in the BMC Remedy AR System documentation Migrating applications and data between AR System servers
in the BMC Remedy AR System documentation Application development with BMC Remedy Developer Studio
Review to understand if you need Stage 1 - Setting up a staging server for upgrades with overlays already present
to set up a staging server.
Stage 1 - Setting up a staging server for upgrades with overlays already present
Note
If you are performing an in-place upgrade without using a staging server, perform all of
thestages and steps listed in this section, but skip the staging server setup. Whenever the
development server instead. The rest of the in-place-upgrade process is the same as the
Accelerated staging server setup This is the recommended method. It saves you time when upgrading,
but it can be used only in certain circumstances. This staging server setup method accelerates the upgrade
process because it allows you to skip the product installation of your older AR System server and ITSM
production applications. You need only to copy your production server database to the staging server before
running the upgrade installer for BMC Remedy AR System. However, you must go through of the upgrade all
stages and complete the entire upgrade before you have a usable or testable system.
Note
You cannot use this method if you are not upgrading of the products installed on your all
server, or if you have BMC Service Impact Manager, Integration for BMC Remedy
Service Desk, or BMC ProactiveNet Performance Management installed on your system.
Duplicated staging server setup This staging setup method takes longer because you need to create an
exact duplicate of your production server, including installing the AR System server and all of the ITSM
applications and components, as well as any other applications such as BMC Service Impact Manager,
Integration for BMC Remedy Service Desk, or BMC ProactiveNet Performance Management before starting
the upgrade.
If you set up the staging server this way, you can test your system after each upgrade step, because you
have a working system at the end of each stage. You can also test the system after upgrading each ITSM
application and its components.
Whether you use the staging server setup or the staging server setup, you must copy your accelerated duplicated
entire production database to the staging server. At the end of the process, the staging server becomes your new
production server. Make sure that your staging server is at least hardware equivalent to your current production
server. This is the recommended time to upgrade your hardware.
At the end of the staged upgrade process, before promoting the staging server to the new production server, run the
Delta Data Migration tool. The Delta Data Migration tool moves data that was added or modified on the production
server between the time you copied the database to the staging server and the completion of the upgrade process.
Set up your staging server so that it meets the software and hardware requirements and so that the database is set
up properly.
Related topics
Restrictions after restoring the database on the staging server with overlays
Accelerated staging server setup for upgrades with overlays
Duplicated staging server setup for upgrades with overlays
Duplicating the production server database for upgrades with overlays
Warning
Do not perform the following activities in your production server until the upgrade and delta data
migration are completed successfully.
Tasks that should not be performed after backup
Product Restrictions
BMC Remedy AR System (General) Do not create or modify any objects, including:
Forms
Workflow
Fields
BMC Atrium Core (all versions) Do not:
Create or modify classes
Create or modify any federation sources
BMC Service Level Management Do not:
Create, modify, or delete contracts, agreements and
the data source section of configuration data
Make changes to any collector related configuration
data
BMC Remedy ITSM Suite (when upgrading from 7.0.3
to higher versions)
Do not create or update any of the following contracts:
Support
Warranty
Lease
Maintenance
Software License
License Management Exceptions
Do not create or update any of the following forms:
APR:Approver Lookup (approval mappings)
APR:SYS-Approval Definition (approval process
definition)
BMC Service Request Management Do not:
Make changes to any of the BMC Service Request
Management configurations in the Application
Administration Console, including changes to
categories, approval mappings, or entitlements.
Create or modify approval chains for service
requests.
Make changes to the Request Catalog entries
including service request definitions, process
definition templates and application object templates.
If you are upgrading BMC Service
Request Management from a 2.2
version to a 7.6.02 or earlier
version, then all service requests
in the Waiting Approval state must
be approved or rejected before
you run the Delta Data Migration
tool.
Field Customizations
If any custom field or selection values are added to an out-of-the box or custom field on the production server after
the database is copied to the staging server (delta period), then those changes must also be manually applied on
the staging server. If that is not done, then records with values on those fields will not migrate and you will see an
error similar this:
10/17/2011 23:14:12 2336 *ERROR* Migrations 23:14:12 : [4]-[306]-[Value does not fall
within the limits specified for the field (1000 ... 23000) : 1000000150]
You can use this method only if you are upgrading all of the products installed on your server, or if you do not have
BMC Service Impact Manager, Integration for BMC Remedy Service Desk, or BMC ProactiveNet Performance
Management installed on your production system.
The accelerated staging server method allows you to skip the installation of all the BMC software that matches
versions from your existing production server. With this method, you only need to copy the production server
database onto the staging server, and then proceed directly to the installation of the AR System server.
Duplicated staging server setup for upgrades with overlays
Use the following tables, and note the exact version and patch level of the software that is installed on your
production server.
AR System and ITSM Product versions for your environment
Product Version Patch Level

BMC Atrium Core
BMC Remedy Knowledge
Management

Non-ITSM Product versions for your environment
BMC Service Impact Manager
Integration for BMC Remedy Service
Desk

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
BMC ProactiveNet Performance
Management

Ensure that you have backups of all versions listed. Download the product files from the tab of Licensed Products
the BMC Software EPD web site ( ). http://webapps.bmc.com/epd
Note
This might require multiple downloads per product. For example, to upgrade to BMC Remedy
ITSM Suite 7.03 Patch 009, you also need to download 7.03, 7.03 Patch 007, and 7.03 Patch
009. Version and product information can be found in the Shared Application Properties form.
To install the required software
Complete the following procedures to install each product and application listed in the previous tables.
Note
If you have a version of BMC Remedy ITSM Suite that is earlier than 7.0.03, or a version of BMC
Remedy Knowledge Management that is earlier than 7.6.04 in your stack, then BMC Remedy
ITSM Suite requires a full installation. You cannot use LOADAPP_SKIP mode. These product
versions do not support that mode, as described in step 3 in the following procedure.
Install all BMC Remedy AR System components that match the versions previously identified on the
production server. If you are using different locales, select your target locales to install applicable language
packs.
Ensure you use the same AR System instance name, AR System database administrator name (usually AR
) and password, and table space names, including temp space. Admin
Install all required BMC Atrium Core components.
Set the following environment variables to true: BMC_AR_LOADAPP_SKIP=true and
BMC_LOADAPP_SKIP=true ( value must be lowercase). true
This enables the application installers to conduct only the operating system level installation without loading
the application into the database.
Note
For the remaining staging preparation steps, conducting English only installations is
sufficient for BMC Remedy applications such as BMC Remedy ITSM, BMC Service
Request Management, BMC Service Level Management, and BMC Remedy Knowledge
Management.
Install all applicable BMC Remedy ITSM Suite components and the required version patch.
If applicable, install BMC Service Level Management and the required version patch.
If applicable, install BMC Service Request Management. For 2.2.x, you do not need to install the subsequent
patches. Installing the base version is sufficient.
If applicable, install BMC Remedy Knowledge Management and the required version patch.
If applicable, install BMC Service Impact Manager and the required version patch.
If applicable, install the integration for BMC Remedy Service Desk and the required version patch.
If applicable, install BMC ProactiveNet Performance Management and the required version patch.
Remove the BMC_AR_LOADAPP_SKIP=true and BMC_LOADAPP_SKIP=true environment variables.
1.
2.
3.
4.
5.
6.
7.
1.
This section describes how to copy the current production server database schema and data to the new staging
server.
Back up the production server database
Work with your database administrator responsible for the production environment to create a full backup of the
current production BMC Remedy AR System database.
Note
Note the date and time of the backup for future reference. You will use this information in the
delta data migration step to determine which data needs to be migrated to the staging server at
the end of the upgrade process.
To duplicate production database backup on the staging server
On the staging server, shut down AR System server.
Work with the database administrator responsible for the production environment to restore the database
onto the staging server database.
sp_changedbowner "ARAdmin"
Substitute with the appropriate BMC Remedy AR Database Administrator Account. ARAdmin
Change the AR System server name to match the new host. For details, see Changing a server name when
. using a duplicated or migrated environment
If you are using the staging server method, restart the BMC Remedy AR System server and verify duplicated
that the system is functional.
If you are using the staging server method, work with the database administrator responsible for duplicated
the production environment to back up the staging server database.
Run the AR System database consistency checker, and run the health check in the BMC Atrium Core
maintenance tool (see below) to verify that your system is running correctly before the upgrade.
To run the CMDB Check
Note
The CMDB health check was introduced in version 7.5.If your staging server runs an earlier
version, you can skip this step.
Launch the BMC Atrium Core Maintenance Tool:
On Microsoft Windows, go to the < folder, and double-click the AtriumCoreInstallDir>\atriumcore Atr
file. iumCoreMaintenanceTool.cmd
1.
2.
1.
2.
On UNIX, go to the < directory, andlaunch the AtriumCoreInstallDir>/atriumcore/ AtriumCoreMaint
file. enanceTool.sh
Click the tab, and follow the instructions there. Health Check
Related topics
Running the database consistency checker in the BMC Remedy AR System documentation
After you set up your staging server, review , including Stage 2 - Upgrade AR System server with overlays present
the subsections.
Stage 2 - Upgrade AR System server with overlays present
Completing stage 2 produces an upgraded BMC Remedy AR System server with your current applications and data.
This enables you to upgrade the other applications and AR System components in subsequent stages.
The following diagram shows the components that are upgraded in stage 2 (in green).
To upgrade the AR System server
Select the option in the installation program if you are using the to upgrade the Install accelerated upgrade method
primary server in a directory where the previous file is present. During the installation process, the ar.conf not
installation program then displays a screen to confirm whether the database upgrade can be continued. Select t Yes
o continue the installation procedure.
To upgrade BMC Remedy Mid Tier
Install the latest version of BMC Remedy Mid Tier on the identified mid tier host.
Note
If you are using locales other than English, select the target locales when upgrading each
product.
After each product is upgraded:
Examine the installation logs to validate that upgrade was successful for each application.
Ensure that the Share Application properties are updated successfully.
Related topics
Upgrading AR System with overlays
Upgrading AR System with overlays
The BMC Remedy AR System installer enables you to upgrade BMC products in your IT environment.
In this topic:
Choosing products
To upgrade BMC Remedy AR System
The suite installer guides you step-by-step through the upgrade process. When you start the installer, you can
choose one or more features to upgrade at one time. Because certain applications depend on a specific set of
features, you need to run the installer multiple times to upgrade all of the features in the solution. For example, you
first upgrade the AR System server on one computer and then run the installer a second time to upgrade the mid tier
on a different computer.
Recommendations
Complete the planning spreadsheet before you start the upgrade.
network (WAN).
Choosing products
AR System Mid-Tier Installs the Mid Tier only.
AR System Clients BMC Developer Studio (and the Localization Toolkit), BMC Remedy Data Import, and
BMC Atrium Integrator Spoon.
The Clients option is Windows only; it is not available for Linux or UNIX.
1.
2.
3.
4.
5.
6.
Mininum set of features when installing BMC products
BMC Application AR System features to choose
BMC Atrium Core
AR System Server
Approval Server
Assignment Engine
BMC ITSM
AR System Server
Approval Server
Assignment Engine
AR System Server
Approval Server
Assignment Engine
AR System Server
Approval Server
Assignment Engine
DVD.
6.
7.
a.
b.
c.
d.
e.
8.
9.
10.
11.
12.
13.
14.
15.
1.
2.
3.
4.
5.
To upgrade the AR System server in a directory that already has the file, select the ar.conf Upgrade
option, else select the option. If you select the option, the installation program skips Install Upgrade
some of the server installation screens and refers to the configuration values in the file. ar.conf
Select specific products to upgrade.
For example, select . AR System Servers
( ) Add a new language. optional
You can later select additional localized views to install.
The default locations are and (U C:\Program Files\BMC Software\ARSystem /opt/bmc/ARSystem
NIX and Linux).
Click . Next
The installer validates your system resources.
Use the planning spreadsheet to enter the correct values in the AR System Server User and Database
pane, and then click . Information Next
Enter the correct JRE path, and then click . Next
panel appears, listing the product and product features that will be upgrade. preview
Note
Click . Next
the installation:
Re-configure Full Text Search.
The installer disables FTS during the upgrade. Do not enable FTS until you re-configure it.
Convert your existing overlays into granular overlays through the option. Object Granularity Level
System server.
Open the folder. ARSuiteKitWindow
Start the installer and double-click . setup.cmd
5.
6.
a.
b.
c.
d.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
Select . Upgrade
Navigate to the directory in which you want to install the Mid Tier.
NIX and Linux).
Select . AR System Mid-Tier
Click . Next
Enter the values from the planning spreadsheet for the Mid Tier.
Click . Next
the installation:
). sp
Log out.
( ) Restart the Mid Tier web service. optional
Related topics
"Preparing to install as a non-root user" in Preparing a UNIX environment
From the BMC Remedy AR System documentation
Configuring full text search
FTS Configuration form in the AR System Administration Console
Granular overlays
Adjusting customizations when upgrading
Stage 3 - Upgrade applications and adjust customizations with overlays present
1.
2.
Adjusting customizations when upgrading
Note
Some of the links in this topic go to the BMC Remedy AR System documentation.
When you upgrade the AR System server, BMC Software
highly recommends that you adjust your customizations
and assign the appropriate overlay type to the objects'
granular sections before proceeding with the BMC Remedy
AR System application upgrade.
Developer Studio provides two utilities to help you:
Object Granularity Level Helps you to easily identify the overlay objects and the customizations made to
them. Use this utility to identify and adjust your existing (version 8.0 and earlier of BMC Remedy AR System)
customizations to adopt the overlay behavior in version 8.1 and later. For information about the overlays for
granular sections of an AR System object, see . Granular overlays
Use the utility you upgrade the AR System server and you reconcile Object Granularity Level after before
the existing customizations. After your confirmation, the appropriate overlay type is applied to the granular
sections of the selected overlay objects.
Warning
To use this utility, you have the original origin objects on your server. If you must unmodified
have only run the BPCU and have not replaced your origin objects, the Object Granularity
option will convert of your granular components to No Overlay. This means your Level all
changes will be protected and will be in a subsequent upgrade that changes your origin not lost
objects.
For information about fixing existing customizations, see . To adjust the object overlay type
Unmodified Fields in View Identifies and removes unmodified fields from a view overlay. For a selected
form, the utility lists the unmodified fields that are added to the form's view Unmodified Fields in View
overlay. You can remove these fields from the overlay of a single view or multiple views where the field is
present. The unmodified fields removed from the view overlay inherit the base properties. The fields that are
added to the view overlay continue to retain their customizations.
See . To fix form view overlays
To adjust the object overlay type
Perform the following steps after you upgrade the AR System server:
Open Developer Studio in the Best Practice Customization mode.
For information about changing the development mode, see . Changing the development mode
2.
3.
Open the object list and select the overlay object for which you need to fix customizations. You can select
multiple objects to analyze.
From the object's context menu, select the option. Analyze Overlay > Object Granularity Level
Analyze Overlay options
A report, similar to the following figure, is displayed in the tab: Analyzer Results
Analyzer Results tab
The tab provides details about the granular components that are overlaid in each selected Analyzer Results
object and the overlay type that it maps to for version 8.1 and later of BMC Remedy AR System.
For each overlay object, an entry shows the current and new granular section values:
3.
4.
5.
1.
2.
3.
4.
Current Displays the current granularity level for the granular component. For example, the default
value set the first time.
New Displays the analyzed granularity level for the granular component.
Note
If the current and new values are the same, then they are not listed in the results.
Select the customization to be set.
From the object's context menu, click the option. Fix Object Granularity Level
Fix Object Granularity Level option
Developer Studio applies the appropriate overlay type to all granular components of the selected object. The
status of completion is indicated in the tab. Progress
Progress tab
Any errors or exceptions are reported as and logged. Not Completed
After you complete the process, you can continue with the remaining reconciliation steps.
To fix form view overlays
Open Developer Studio in the Best Practice Customization mode.
For information about changing the development mode, see . Changing the development mode
Open the appropriate object list.
Select the form for which the form view customizations need adjustments.
From the form's context menu, select the option. Analyze Overlay > Unmodified Fields in View
4.
5.
Unmodified Fields in View option
All fields that are added to the form's view overlay (single view and multiple view) are listed in the Analyzer
tab of the form editor. Results
Right-click the field, and select one of the following options:
Fix Fields in Current View Fixes the selected field for the view to which the field belongs. The cur
is the view to which the field belongs. rent view
Fix All Fields in All Views Fixes all of the fields listed in the Analyzer Results View for their
respective views.
The fields that you remove from the view overlay inherit the base properties.
5.
1.
The following figure shows how the results of the analysis Unmodified Fields in Overlay are
displayed. The name of the view to which the fields belongs is now part of the message.
When you upgrade applications or system components, some objects that you have overlaid might be deleted,
which means thatyour overlay is deleted as well. To preserve any such overlays,you mustcreate a copy of your
current staging server. This copy is called the upgrade comparison server (UpgradeComparisonServer).
Similarly, some of your customizations might interfere with upgraded behavior. You must adjust these
customizations before using the application.
This figure shows the components that are upgraded in stage 3 (in green).
To upgrade applications and adjust customizations
Create an upgrade comparison server (UpgradeComparisonServer).
1.
a.
b.
c.
2.
3.
a.
i.
ii.
iii.
On the system that you are going to use as the upgrade comparison server, install BMC Remedy AR
System.
Create a copy of the database, which is already at the latest version. StagingServer
Restore the copy of the database over the existing database on StagingServer
UpgradeComparisonServer.
On , upgrade the applications (BMC Atrium CMDB, BMC Remedy ITSM, and so on). StagingServer
This might modify and possibly delete some of your overlaid objects. Modifications to these objects
performed by the upgrade do not affect your overlays and custom objects, but deletions do.
Tip
Use the Microsoft Excel planning spreadsheet to help you installing these BMC products.
Review the upgraded functionality, and restore deleted objects (if necessary).
Normally, an overlay that is deleted should not be replaced by a custom object because it will not be used by
the upgraded application. If you have overlaid objects you want to preserve, you can save them as custom
objects. If any of your customizations were deleted during the upgrade of , use Developer StagingServer
Studio to restore them by creating custom objects on by using the overlays still present on StagingServer U
. pgradeComparisonServer
Note
A custom field on a deleted form is not preserved because there is no form to contain the
field.
Perform steps a and b below to create custom objects for any overlaid objects that were deleted during the
upgrade but that you want to preserve.
Compare the overlaid objects on against the same objects on StagingServer UpgradeComparisonS
. erver
Note
Ensure that you have set your BMC Remedy Migrator configuration options before
performing the following procedures.
In BMC Remedy Migrator, choose . Tools > Options
In the BMC Remedy Migrator Options dialog box, expand and select . Differences Display
Select the option, and make sure that all the other options are Display all missing objects
deselected.
3.
a.
iv.
v.
vi.
vii.
b.
4.
a.
b.
i.
ii.
iii.
iv.
c.
d.
i.
ii.
iii.
iv.
v.
Open a new server window for . StagingServer
In the navigation pane, click to list all the objects on this server. StagingServer
Sort the object list on the column, and select all objects with the value Customization Type O
or . verlay Custom
Right-click and select . Differences > UpgradeComparisonServer
BMC Remedy Migrator generates a difference report.
For every overlaid object that exists on , but on , UpgradeComparisonServer not StagingServer
decide whether you need the object. If you need it, use BMC Remedy Developer Studio to duplicate
the overlay manually by saving it as a custom object on StagingServer.
If you have overlaid objects that were changed during the upgrade, examine your overlays and add the
functionality that was added to the overlaid objects, or remove overlays containing customizations that you
no longer want.
Removing an overlay exposes the upgraded object's functionality. To examine the overlays, compare each
upgraded origin object that is overlaid on to the same origin object on StagingServer UpgradeComparison
, and compare each overlay and its overlaid origin object. You can then adjust the overlay to achieve Server
the behavior that you want.
Perform the needed comparisons as follows:
Enable the required masking options if you have not already done so in stage 4.
Use BMC Remedy Migrator to compare overlaid objects on and StagingServer UpgradeCompariso
to identify which objects were changed and what changes BMC made between the versions, nServer
as follows:
In the navigation pane, click to display all the objects on this server. StagingServer
Sort the object list on the column, and select all objects with the value Customization Type O
. verlaid
BMC Remedy Migrator generates a differences report.
The differences report provides a list of objects that have changed.
Keep this first instance of BMC Remedy Migrator open to examine objects in this report.
Use a second instance of BMC Remedy Migrator to compare overlays to overlaid objects on Upgrade
: ComparisonServer
Note
You need to have BMC Remedy Migrator installed on a different computer to do
this because you can only run one instance of Migrator on a single system.
Open a new instance of BMC Remedy Migrator.
Open a new server window for . UpgradeComparisonServer
In the navigation pane, click to display all the objects on nameOfUpgradeComparisonServer
this server.
Sort the object list on the column and select objects (in the previously Customization Type
created list) with the value in this column. Overlay
Right-click and choose . Differences > UpgradeComparisonServer
4.
d.
v.
vi.
vii.
e.
f.
In the Source-Destination Mapping window, click to populate the Map Overlay To Base
Destination Object Name column with the corresponding overlaid object for each overlay
object.
Click to generate the difference report. OK
For each object in the difference report from step 4b, use the first Migrator instance to identify
differences resulting from the upgrade. Use the second instance to see differences between the
overlay and the overlaid object.
Based on these differences, use BMC Remedy Developer Studio to delete the overlay or modify it on
: StagingServer
If you want to use the new features in the latest release, delete the overlay.
If you want to retain the customizations in your current production system when you upgrade
to the latest release, merge the differences from the origin object into its overlay.
Related topics
Upgrading BMC Atrium Core (with overlays)
Upgrading BMC Remedy ITSM (with overlays)
Upgrading BMC Service Level Management (with overlays)
Upgrading BMC Service Request Management (with overlays)
Setting BMC Migrator options before migration
Using BPCU to generate difference reports
Comparing overlays to overlaid objects on the same server
Stage 4 - Test and promote staging server with overlays to production
Upgrading BMC Atrium Core (with overlays)
The following table lists the steps to install BMC Atrium Core.
Step Task Description
1 Upgrade BMC Atrium CMDB You must first upgrade the AR
system server and then upgrade
BMC Atrium CMDB.
See Upgrading BMC Atrium CMDB
. (with overlays)
2 Upgrade BMC Atrium Core Web
services
If the BMC Atrium Core web
services is on a different computer,
you must upgrade BMC Atrium Core
Web Services after you upgrade AR
system and BMC Atrium CMDB. If
BMC Atrium CMDB and BMC Atrium
Core Web Services are on the same
computer both are upgraded
together.
See Upgrading BMC Atrium Core
. Web Services (with overlays)
3 Upgrade Atrium Integrator There are different procedures if you
want upgrade Atrium Integrator from
7.6.04 to 8.1 and 8.0 to 8.1.
See Upgrading Atrium Integrator
. (with overlays)
Related topics from the BMC Atrium documentation
BMC Atrium Core upgrade issues
Install and upgrade known and corrected issues
1.
2.
3.
4.
5.
6.
7.
a.
b.
c.
d.
8.
9.
Upgrading additional language packs
Upgrading BMC Atrium Core online help
Upgrading BMC Atrium CMDB (with overlays)
Before you ugrade BMC Atrium CMDB you must upgrade BMC Remedy AR System server.
Note
When you upgrade to BMC Atrium CMDB, the BMC Atrium Core installer verifies that the Marke
attribute is populated for existing product CIs in all datasets. If the a tVersion MarketVersion
ttribute is not populated, the installer populates the attribute with the value that MarketVersion
is set for the attribute. BMC Remedy Asset Management version 7.6.03 and VersionNumber
later refers to the attribute (instead of the attribute) of a MarketVersion VersionNumber
product CI to manage software licenses. The attribute is still used in other VersionNumber
areas of BMC Remedy Asset Management and BMC Remedy ITSM Suite version 7.6.03 and
later.
To upgrade BMC Atrium CMDB on a single computer
DVD.
Windows:C:\Program Files\BMC Software\AtriumCore
UNIX or Linux:/opt/bmc/AtriumCore
Click . Next
In the Install modepanel, select , and then click . Upgrade Next
During upgrade, only existing BMC Atrium Core components areupgraded.
In the Confirmation panel, confirm if you have backed-up the database and met the memory requirements.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
1.
2.
3.
4.
5.
6.
7.
a.
b.
c.
Click , and then click . Yes Next
( ) If any pre-check errors occur, the Pre-Checks for BMC Atrium Core panel is displayed with the Optional
details. Fix the errors and then proceed with the installation.See, . BMC Atrium Core upgrade issues
In the Java Information panel, select the JRE path and click . Next
The Run Health Check panel appears. Click to run additional validation tests. Next
Otherwise, select the option, and then click . No Next
The health check is run after the upgrade.
Click . Install
A summary of the installation appears.
the installation here:
( ) If theinstallationfails see, . Optional BMC Atrium Core upgrade issues
Upgrading BMC Atrium Core Web Services (with overlays)
If the BMC Atrium Core web services is on a different computer, you must upgrade BMC Atrium Core Web Services
after you upgrade AR system andBMC Atrium CMDB. If BMC Atrium CMDB and BMC Atrium Core Web Services
are on the same computer both are upgraded together.
To upgrade BMC Atrium Core Web Services on a single computer
Download the BMC Atrium Core installer on a computer other than where you installed the AR System
server.
In the panel, perform the following actions: AR System Server Information
Enter BMC AR System username and password.
Enter BMC AR System port number andhost name.
7.
c.
d.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
Click . Next
In theInstall modepanel, select , and then click . Upgrade Next
In theConfirmationpanel, confirm if you have backed-up the database and met the memory requirements.
( ) If any pre-check errors occur, thePre-Checks for BMC Atrium Corepanel is displayed with the Optional
TheRun Health Checkpanel appears. Click to run additional validation tests. Next
Click . Install
Upgrading Atrium Integrator (with overlays)
Note
Upgrade procedures differ for upgrade from 7.6.04 to 8.1
and 8.0 to 8.1.
The following table lists the different upgrade scenarios for Atrium Integrator.
Scenario Description
Upgrade Atrium Integrator server from 8.0 to 8.1 You must upgrade Atrium Integrator server before you
install BMC ITSM or BMC Service Request
Management. See,Upgrading Atrium Integrator server
. on a single computer from 8.0 and later to 8.1
1.
2.
3.
4.
5.
6.
1.
2.
3.
Upgrade Atrium Integrator server from 7.6.04 to 8.1 When you upgrade Atrium Integrator 7.6.04 to 8.1, a
backup of your old jobs and transformations is created
and saved to the directory. However the ARSystem
backup may fail at times wherein, you need to perform
addtional steps. See,Upgrading Atrium Integrator on a
. single computer from 7.6.04 to 8.1
Upgrade Atrium Integrator client You cannot upgrade from Atrium Integrator client
directly to version 8.1.00. See,Upgrading Atrium
. Integrator client
Refer to the following topics for troubleshooting information:
Atrium Integrator issues
Upgrading Atrium Integrator server from 8.0 and later to 8.1 (with overlays)
You must upgrade Atrium Integrator server before you install BMC ITSM or BMC Service Request Management.
Before running the Atrium Integrator server installation program, set Max Attach Size in the AR System Server
Information window to 0 or 100 MB. If Max Attach Size is set to a value other than 0 or 100 MB, the Atrium Integrator
server installation does not complete.
To upgrade Atrium Integrator server on a single computer
Select . System>General>Server Information
Save your changes.
Note
You must restart your AR System server to update the changes.
3.
4.
5.
6.
7.
8.
a.
b.
c.
9.
10.
11.
12.
13.
14.
(For Windows) Run . setup.cmd
(For UNIX) Run . setup.sh
On theDirectory Selectionpanel, navigate to the directory in which you want to install the Atrium Integrator
For Windows:C:\Program Files (x86)\BMC Software\AtriumIntegrator
For UNIX or Linux:/opt/bmc/AtriumIntegrator
Click . Next
On theBMC Remedy AR System User Inputspanel, perform the following actions:
Verify the server name alias.
Click . Next
The installer validates the system resources of your computer and displays a list of currently installed
components and their current version.
Click . Next
Enter the JRE home, and then click . Next
The installer validates your input, and then theInstallation Previewpanel appears, listing the product and
product features that will be installed. You are nearly finished with the Atrium Integrator installation.
Click . Next
the installation:
C:\Users_<installUser>_\AppData\Local\Temp\atriumintegrator_install_log.txt
Upgrading Atrium Integrator from 7.6.04 to 8.1 (with overlays)
Note
Some of links in this topic go to other products' documentation.
The following topics provide instructions for upgrading
Atrium Integrator on a single computer:
Before you begin
Upgrading Atrium Integrator on a single computer from 7.6.04 to 8.1
1.
2.
To upgrade the Atrium Integrator server on a single computer from 7.6.04 to 8.1
Before you begin
Close any application that is running. A running application consumes some processes that are required by
the Atrium Integratorinstaller for deploying the installation files and directories. If you do not close such
applications, the installation does not proceed.
Make sure you havecompleted the upgrade pre-requisites.
The following diagram illustrates the process of upgrading AtriumIntegratorfrom 7.6.04 to 8.1.
Note
If you selected for your transformations before upgrading the Atrium Is Cache Required
Integrator server, the check box is cleared after your transformations (for Is Cache Required
which a backup is created either manually or by the installer) are reinstated into the Atrium
Integrator server 8.1.00. You can select following the procedure described Is CacheRequired
in . Inserting or updating bulk records in BMC Atrium CMDB
When you upgrade Atrium Integrator 7.6.04 to 8.1, a backup of your old jobs and transformations is created and
saved to the directory. The upgrade then proceeds like a fresh installation. The backup might ARSystem
happencompletelyof fail at times, depending on which you need to performadditionaltasks.
Obtain the Atrium Integrator server installer. See,Downloading the BMC Remedy IT Service Management
. Suite installation files
A backup of 7.6.04jobs and transformation is created.
2.
3.
4.
5.
6.
7.
a.
b.
8.
9.
1.
2.
3.
If the backup happens successfully, refer to #Atrium Integrator upgrade if backup of jobs and
and proceed with the upgrade. transformations is successful
If the backup happens partially, refer to Atrium Integrator upgrade if backup of jobs and
and proceed with the upgrade. transformations is a complete or partial failure
Run the Atrium Integrator server installer. See, . To install Atrium Integrator server on a single computer
( ) If there are certain processes that are running concurrently, the installer prompts you to run the Optional Ha
utility. You must stop the conflicting process before proceeding.See, . ndle Stopping concurrent processes
Note
Before you run the Handle utility do not the exit the installation. After you stop the
concurrent processes, click on the installation panel and proceed with the Previous
upgrade.
Proceed with the upgrade.
( ) After the upgrade completes, if the Installation Summary panel reports errors with creating a Optional
backup of your jobs and transformations or reinstating them back into the Atrium Integrator server, you f must
irst fix the issues with your jobs and create a backup of your jobs and transformations manually.
Fix the issues that might arise while creating a backup of your jobs and transformations. For more
information, see
From the Atrium Integrator 7.6.04 Spoon, view details of your jobs and transformations for which a
backup could not be created. For more information, see Viewing your jobs and transformations from
. Atrium Integrator Spoon 7.6.04
Correct the issues with the jobs and transformations.
Create a backup of your jobs and transformations. For more information, see Creating a backup of your jobs
. and transformations
Important
When you run the aieexportutility utility to create a backup of your jobs and
transformations, a backup of your jobs and transformations is created in the all AI7604Re
under the directory. positoryBackup C:\Program Files\BMC Software\ARSystem
Reinstate these jobs and transformations into the Atrium Integrator server. For more information, seeReinsta
. ting your jobs and transformations into the Atrium Integrator server
When you run the Atrium Integrator 8.1.00 installer on a computer where version 7.6.04 or later exists, the installer
automatically detects the presence of Atrium Integrator and proceeds to perform an upgrade.
Atrium Integrator upgrade if backup of jobs and
transformations is successful
The installer creates a folder called the under the AI7604RepositoryBackup C:\Program Files\BMC
directory. A backup of your old jobs and transformations is saved to this folder. Software\ARSystem
The installer now proceeds with the upgrade as if it were a fresh installation.
The current installation directory is replaced with a new directory containing the Atrium Integrator server
3.
4.
1.
2.
3.
4.
8.1.00 files and directories.
When the upgrade completes, the exported jobs and transformations are reinstated into the Atrium Integrator
server 8.1.00.
Important
While upgrading, there could be a situation where the installation does not proceed. You
can expect this situation if some of the older files and directories (residing in the Atrium
Integrator server 7.6.04 installation directory) are being used by some processes, which
are initiated by applications that might be running. In this case, the installer prompts you
to run the {Handle utility. Running the Handle utility returns a list of the processes that still
use the Atrium Integrator server 7.6.04 files or directories. You must proceed to kill these
processes in order to complete the installation. For more information, seeStopping
. concurrent processes
transformations is a complete or partial failure
The installer renames the existing installation directory by appending after the name of the directory. 7604
For example, if the name of your existing Atrium Integrator installation directory is , the AtriumIntegrator
installer changes it to . AtriumIntegrator7604
Note
Like in the previous scenario, there could be a situation where the installation does not
proceed. You can expect this situation if some of the older files and directories (residing in
the Atrium Integrator server 7.6.04 installation directory) are being used by some
processes, which are initiated by applications that might be running. In this case, the
installation program prompts you to run the Handle utility. The installation program
creates the folder you run the Handle . You must proceed to AtriumIntegrator7604 after
kill these processes in order to complete the installation. For more information, seeStoppi
. ng concurrent processes
A fresh installation directory (called ) is created, and the installer proceeds to deploy the AtriumIntegrator
Atrium Integrator server installation files to this directory. This is the Atrium Integrator server installation
directory.
The installation program copies the folder to the folder located at: utilities server C:\Program Files
. The folder contains the aiexportutility utility, which can be (x86)\BMC Software\AtriumIntegrator utilities
initiated to create a backup of your jobs and transformations.
When the installation completes, the installer prompts you to create a backup of your jobs and
transformations to the folder that resides under the AI7604RepositoryBackup C:\Program Files\BMC
directory. For more information, see Software\ARSystem Fixing issues while backing up jobs and
. transformations
Upgrading Atrium Integrator client (with overlays)
1.
2.
Note
You cannot upgrade from Atrium Integrator client directlyto
version 8.1.00. To upgrade the Atrium Integrator client
Uninstall the older version of Atrium Integrator client . See . Uninstalling Atrium Integrator
Install Atrium Integrator client 8.1.00. See . To install Atrium Integrator client on a single computer
Upgrading BMC Remedy ITSM (with overlays)
Warning
If you customized BMC Remedy IT Service Management, create overlays for your existing
you start the upgrade. customizations before
The BMC Remedy ITSM Suite installer enables you to upgrade the following ITSM products in your IT environment.
The installer guides you step-by-step through the upgrade process. In this topic:
Before you begin
To upgrade BMC Remedy ITSM
Related topics
Upgrade BMC Change Management, and then run the installer a second time to upgrade BMC Knowledge
Management.
Add another product that was not present on the base installation.
Upgrade BMC Remedy ITSM to 8.1 but choose not to remove ITSM-specific attributes from the BMC Atrium
. After you validate the data, you can then run the installer a second time to Common Data Model (CDM)
1.
2.
3.
4.
delete the attributes from the CDM.
During the upgrade, the ITSM-specific attributes are moved from the BMC Atrium Core CMDB to the ITSM
Foundation layer. The upgrade proceeds in three different phases:
Phase 1 Data for these attributes is copied from the CMDB to ITSM Foundation
Phase 2 The BMC Remedy ITSM Suite is upgraded to version 8.1.
Phase 3 ITSM attributes are removed from the CMDB.
You can choose whether the upgrade process stops after completing Phase 1 or Phase 2, so than
you can review and validate the data and your integrations at each phase. You can run the installer
again to continue with the upgrade and complete the remaining phases.
Apply after you customized the multi-tenancy model and reconciled the the multi-tenancy update
customizations.
Note
During upgrade, appear the panel Multi-tenancy Workflow Customization Information
s if you:
Installed versions less than 8.1 of BMC Remedy IT Service Management, BMC
Service Request Management, and BMC Service Level Management.
Installed the 8.1 versions of BMC Remedy IT Service Management and BMC
Copied data from the CDM to ITSM Foundation as part of Phase 1
">Before you begin
Upgrade Atrium Integrator Server you start the upgrade. before
If you are upgrading BMC Knowledge Management, the 8.1 version of Full enable and correctly configure
Text Search on the AR System server.
Perform the to optimize performance. upgrade recommendations
Recommendation
To reduce installation time significantly, do not upgrade the products over the wide area
network (WAN).
If you are upgrading both BMC Remedy IT Service Management and BMC Service
Management, BMC recommends that you upgrade BMC Remedy IT Service
Management so that the foundation components are upgraded only once. first
DVD.
4.
5.
6.
7.
a.
b.
c.
8.
a.
b.
c.
9.
Click . Next
In the panel, perform the following actions: Overlay Information
Review carefully the warning.
The upgrade overwrites all customizations unless you create them in overlays or custom objects.
Select the I understand and agree that proceeding from this point will overwrite any
checkbox if you agree. customizations that are not in overlays or in custom objects
Click . Next
The installer validates the system resources of your computer and displays a list of BMC applications
(such as BMC Asset Management, BMC Change Management, and so on).
Select one or more applications to install (by default, the entire ITSM suite is selected), and then click . Next
Note
If you upgrade any ITSM component, then the installer upgrades all the ITSM
components.
The installer checks the AR System server for valid ITSM licenses and validates other application
dependencies (for example, the current version of the BMC Atrium CMDB).
9.
10.
11.
the model.
customizations?
customizations.
you reconciled the
customizations.
apply it now?
appear.
now.
later.
11.
12.
13.
14.
15.
16.
17.
18.
In the panel, select one of the follow upgrade options, and then BMC Remedy ITSM CI Attribute Change
click : Next
Only copy data from the CDM to ITSM Foundation Phase 1 This option only copies data from the
CDM to Foundation. After you validate the data, run
the installer a second time to complete the upgrade.
Upgrade to 8.1 but do not remove attributes from
CDM
Phase 2 This option upgrades ITSM to 8.1 but
retains attributes so that you can test your
integrations. After you validate the data, run the
installer a second time to remove the attributes from
the CDM.
(default)
Phase 3 This option upgrades ITSM to 8.1 and
you need to validate the data and the unless
integrations.
In the panel, review the features that you are installing. Installation preview
You are nearly finished with the ITSM installation.
Click . Install
the installation:
Flush the Mid Tier cache.
Related topics
Migrating BMC Knowledge Management permission mappings (during upgrades only)
Using the object modification log
Defining queues and configuring threads
Run the multi-tenancy update utility manually because you bypassed the multi-tenancy update during the main
installation (because your environment has more than 20 million records). For more information, see Update to the
. multi-tenancy model
Upgrading BMC Service Level Management (with overlays)
Note
you:
customizations.
Before you begin
installation.
1.
2.
3.
4.
5.
6.
7.
a.
b.
c.
d.
e.
8.
licenses.
Recommendations
network (WAN).
the CD.
Note
Click . Next
8.
9.
10.
Note
Click . Next
the model.
customizations?
customizations.
you reconciled the
customizations.
10.
11.
12.
13.
14.
15.
16.
17.
18.
apply it now?
appear.
now.
later.
Click . Install
the installation:
Related topics
Upgrading BMC Service Level Management Collector (with overlays)
Note
1.
2.
3.
4.
5.
6.
environment.
Before you begin
installation.
Recommendations
network (WAN).
the CD.
Note
6.
7.
a.
b.
c.
d.
e.
8.
9.
10.
11.
12.
a.
b.
c.
d.
e.
13.
14.
15.
Click . Next
. Next
Note
Click . Next
Click . Next
. ext
server.
Click . Install
the installation:
15.
16.
17.
18.
1.
2.
3.
4.
5.
Upgrading the BMC Service Level Management Collection Point (with overlays)
Note
Some of the links in this topic go to the BMC Service Level Management documentation.
Recommendations
network (WAN).
Before you begin
Note
5.
6.
7.
8.
9.
10.
11.
12.
13.
Management.
Click . Next
.
. xt
Click . Install
appears.
the installation:
Upgrading BMC Service Request Management (with overlays)
Note
1.
2.
3.
1.
2.
3.
1.
2.
3.
4.
5.
Important
sequence:
Note
versions)
overwrites them.
Note
5.
6.
1.
2.
3.
4.
application.
Note
Related topics
Upgrading Data Visualization modules (with overlays)
Exporting and importing data between different versions of BMC Service Request Management (with
overlays)
Upgrading Data Visualization modules (with overlays)
If you are upgrading from BMC Service Request
Management 2.2.00 to BMC Service Request Management
8.1.00, you must also upgrade the Data Visualization
modules used in the Request Entry Console and Visual
Process views.
To upgrade the Data Visualization modules
Stop the web server or servlet engine on the computer on which the BMC Remedy Mid Tier is running.
For example, if you installed the default servlet engine that is included with the BMC Remedy Mid Tier 8.1.00,
stop the Apache Tomcat servlet engine.
Delete the folder located in the folder SRMSServiceRequestBrowser PluginsCache\<ARSystemServer>
of the mid tier installation folder.
If you are running Microsoft IIS, the folder is located at the following default location:
C:\Program Files\BMC
Software\ARSystem\midtier\PluginsCache\<ARSystemServer>\SRMSServiceRequestBrowser
Delete the folder located in the folder of the mid tier Visualizer PluginsCache\<ARSystemServer>
installation folder.
After you have deleted the and the folders, you might also need SRMSServiceRequestBrowser Visualizer
to delete the cookies, temporary internet files, offline content, and history from your browser's cache.
4.
5.
1.
2.
3.
a.
b.
c.
4.
5.
6.
7.
8.
9.
10.
Otherwise, you might experience problems properly displaying the list of service requests, along with other
display issues, because the style sheets and images are cached to the browser.
Restart the web server or the servlet engine.
Exporting and importing data between different versions of BMC Service Request Management (with
overlays)
Importing data from BMC Service Request Management
versions earlier than 7.6.03 directly into BMC Service
Request Management 8.1.00 is not supported.
To export BMC Service Request Management data from versions earlier than 7.6.03, you must first upgrade the
application to BMC Service Request Management 7.6.03 (or later). You can then export the data from that system
and import it to a BMC Service Request Management 8.1.00 system.
Related topics
Importing and exporting data
Stage 4 - Test and promote staging server with overlays to production
Performing the steps in stage 4 promotes your staging server to an upgraded production server. Validate the
upgrade on the staging server with user acceptance testing (UAT).
To validate the staging server with UAT
Make a backup of the upgraded staging server database.
This backup is called the pre-UAT backup.
Conduct your UAT using your test cases.
If an issue arises:
Identify a solution, or work with BMC Support to identify a solution.
Apply any fixes to the server, and then validate the fixes.
Make a copy of the fixes for use later.
Complete all UAT tasks and obtain sign-off.
Revert to the pre-UAT backup.
Apply any fixes that were required during UAT.
Work with the database administrator responsible for the staging server to back up the database.
This backup is called the UAT-Verified-Clean backup.
If desired, run an additional test to validate that fixes have been applied correctly.
Note
If no issues arise, the pre-UAT backup becomes the UAT-Verified-Clean backup.
Restore the staging server to the UAT-Verified-Clean backup.
After the upgrade is validated on the staging server, restore the system to the UAT-Verified-Clean backup.
This ensures that any testing data used during the validation is removed and that the staging server is in a
clean state for the delta data migration.
10. Prepare the destination server for delta data migration.
After the upgrade is complete and customizations are re-applied, the environment is ready for delta data
migration.
This topic describes the basic steps required to upgrade BMC Remedy AR System, BMC Atrium Core, and other
BMC products . This is an upgrade for customers who do not already have without overlays already present
overlays implemented and want to keep all customizations.
Important
Before beginning your installation, review the topics. To understand the Planning
difference between the two upgrade paths, see . Planning to upgrade
To upgrade the AR System server in a directory that already has the file, select ar.conf
the option, else select the option. If you select the option, the Upgrade Install Upgrade
installation program skips some of the server installation screens and refers to the
configuration values in the file. ar.conf
Prepare to upgrade
Step Task
1 Review the BMC Remedy AR System and BMC Atrium
for the latest, most complete compatibility matrix
information about platforms currently supported by BMC
Remedy and BMC Atrium products.
Note
To access this information, you must
log in with your BMC support login
and password.
2 for your computer platform: Review the requirements
a. for your Review the the hardware requirements
computer platform.
b. for your computer Review the software requirements
platform.
c. for your Review the 32-bit and 64-bit requirements
computer.
d. Review the additional Atrium Core upgrade
. requirements
3 before you start the upgrade. Prepare your database
Warning
Back up the BMC Remedy AR
System database. This enables you
to restore BMC Remedy AR System
to its pre-installation state if you
encounter problems.
4 Complete the MS Excel planning spreadsheet.
5 Download the installation files.
6 Prepare your components and applications for an
upgrade.
7 Review Understanding how upgrading without overlays
, the subsections. This information will works including
help you understand the importance of overlays during
Complete the upgrade stages
Step Task
8 Complete Stage 1 - Setting up a staging server for
you need upgrades without overlays already present if
to set up a staging server.
9 Review Stage 2 - Upgrade AR System server without
and then upgrade overlays present BMC Remedy AR
. System
Note
Choose in the installation Upgrade
wizard.
10 Review Stage 3 - Create overlays for existing
. customizations
11 Review . Stage 4 - Acquire origin objects
12 Review Stage 5 - Restore origin objects to the staging
. server (optional)
13 Review . Stage 6 - Minimize overlays
14 Review Stage 7 - Upgrade applications and adjust
. customizations
a. Upgrade . BMC Atrium Core
b. Upgrade . BMC Remedy IT Service Management
c. Upgrade and BMC Service Request Management Dat
. a Visualization modules
d. Upgrade . BMC Service Level Management
15 Review Stage 8 - Test and promote staging server to
. production
Migrate your data
Step Task
16 using the Delta Data Migration utility. Migrate your data
Understanding how upgrading without overlays works
Note
If you are performing anin-place-upgrade without using a staging server, perform all of
thestages and stepslisted in this section,but skip the staging server setup.Whenever the
documentation refers to the staging server (or StagingServer),use your production or
development server instead. The rest of the in-place-upgrade processis the same as the
This upgrade process is an eight-stage upgrade for customers who do not already have overlays implemented and
want to keep all their customizations. It includes a one-time conversion to overlays.
Note
Customers have not previously installed BMC Remedy AR System 7.6.04 or 7.6.04 SP1/SP2
and have not already implemented overlays.
When upgrading from a previous release that was customized without overlays, you will perform stages 3 through 6
once. If you already captured customizations in overlays, you need not perform stages 3 through 6.
BMC recommends that you back up your staging server database before performing each stage of the upgrade
process. BMC also recommends that you run a database consistency check after each stage.
Stage 1 - Set up a staging server
If you are using the staged upgrade method (whether you already have overlays or not), you need to set up a
Accelerated staging server setup
Duplicated staging server setup
Stage 2 - Upgrade AR System server
In stage 2, upgrade the AR System server to 8.1. This stage must be performed before you can upgrade to newer
versions of any BMC applications or other platform components.
After completing stage 2, you can upgrade and run your applications, or install new applications. If you customized
your application without using overlays and you upgrade after this stage, your customizations will be lost.
Stage 3 - Create overlays for existing customizations (optional but recommended)
In stage 3, create overlays to preserve your existing customizations. The application installers for releases later than
7.6.04 SP2 are designed with the assumption that all customizations are captured in overlays. The installers for
these releases replace origin objects without attempting to preserve any changes that might have been made to
those objects.
If you upgrade to versions of applications without completing this stage, you must reapply all of your customizations
after upgrading, including additional custom fields and their data.
After completing stage 3, all customizations are captured in overlays and custom objects. This includes AR System
customizations as well as all other applications and components.
Stage 4 - Acquire origin objects (optional)
In stage 4, which is optional, acquire unmodified origin objects onto a reference server. The origin objects are used
to compare with your overlay objects.
After completing stage 4, you can compare the overlays on your staging server to unmodified origin objects on the
reference server. This allows you to see exactly what has changed in any object.
Stage 5 - Restore origin objects on staging server (optional)
In stage 5, which is optional, move the 8.1 origin objects from your reference server to your staging server.
If you perform the procedures in this stage, when your upgrade is complete, you can run either the unmodified
version of the application using only origin objects, or you can run your customized version that uses overlays in
place of overlaid origin objects.
After completing stage 5, you have acquired copies of all of your origin objects in their original state. This does not
affect any overlays that you created.
Stage 6 - Minimize overlays (optional)
In stage 6, which is optional, minimize the number of overlays on your system. This reduces the analysis required on
subsequent application upgrades or patch installations.
When an overlaid object is modified during an upgrade, you should see if new functionality has been introduced that
should be added to the overlay.
After completing stage 6, you have removed any unnecessary overlays on your system.
Stage 7 - Upgrade applications and adjust customizations
In stage 7, upgrade all of your applications and AR System components to version 8.1. Any existing customizations
to those items are preserved by making use of the overlays and custom objects that were created in previous
stages.
After completing stage 7, you have upgraded your remaining AR System components and your applications. Any
Stage 8 - Test and promote staging server to production
In stage 8, test and promote the staging server to production. Copy all modified data on your current production
system to the staging server by using the Delta Data Migration tool. Promote the staging server to be the new
production server.
Related topics
Planning to upgrade
in the BMC Remedy AR System documentation Running the database consistency checker
The role of overlays in an upgrade without existing overlays
The role of overlays in an upgrade without existing overlays
In BMC Remedy Action Request System version 7.6.04, the overlays feature was introduced to preserve application
customizations during the upgrade process. During an upgrade, the upgrade installers ignore application overlays
and change only the objects that were originally installed with the application or server. After the upgrade, the
application or server continues to use the overlays instead of the origin objects for runtime operations so that the
customizations are preserved.
The following terms are used in the upgrade process:
Term Definition
Custom object A customer-created object that is not distributed by
BMC.
Origin object An original, unmodified object that is included with a
released BMC product.
Overlaid object An origin object that has an overlay associated with it.
Overlay object A customized version of an origin object that is used in
place of the origin object. In this case, the origin object
becomes an overlaid object.
Staged upgrade A method that makes use of a staging server, which
eventually becomes the new production server. This
method has the least amount of server downtime when
completing the upgrade.
Related topics
Customizing applications using overlays and custom objects in the BMC Remedy AR System documentation
Servers used in the staged upgrade process without overlays
Servers used in the staged upgrade process without overlays
Note
If you are performing an in-place-upgrade without using a staging server, perform all of the
stages and steps listed in this section, but skip the staging server setup. Whenever the
development server instead. The rest of the in-place-upgrade process is exactly the same as the
The staged-upgrade process allows you to upgrade your application and create overlays or otherwise address
pre-existing customizations to your BMC Remedy AR System server objects while your production server remains
available to users. The following diagram shows the set of servers that might be required to perform the upgrade.
The server listed on the right side of the diagram at the top is a staging server for staged upgrades. Completing the
optional upgrade stages 3, 4, and 5 requires a reference server, and might require another server (referred to as the
) to host upgraded applications. These additional servers do not have to be production upgrade comparison server
quality, but they must have compatible software and a compatible database to hold referenced copies of the BMC
software and database objects. The reference server and upgrade comparison server are temporary servers and
are not needed after the entire upgrade process is complete.
Required tools for upgrades without overlays
Required tools for upgrades without overlays
If you are upgrading BMC Remedy AR System, familiarize yourself with the following BMC tools to help accelerate
The following tools are required if overlays are implemented in your system: not
Best Practices Conversion Utility (BPCU) The BPCU helps identify platform and application
customizations and convert them to overlays.
BMC Remedy Migrator tool The BMC Remedy Migrator tool helps you synchronize data among your AR
System development, staging, and production systems.
The following tool is needed to perform the staged-upgrade, whether or not overlays are implemented:
Delta Data Migration tool The Delta Data Migration tool allows you to upload the data that changed on a
production server during the time that a staging server was being upgraded.
The following tool is required for all upgrades:
BMC Remedy Developer Studio BMC Remedy Developer Studio is an integrated development
environment (IDE) for BMC Remedy AR System applications.
Note
The upgrade process described here uses the BPCU and the BMC Remedy Migrator tool in
working with overlays and custom objects. If you are very familiar with your application, you can
use BMC Remedy Developer Studio to accomplish the same tasks.
Related topics
in the BMC Remedy AR System documentation Migrating applications and data between AR System servers
in the BMC Remedy AR System documentation Application development with BMC Remedy Developer Studio
Review to understand if you Stage 1 - Setting up a staging server for upgrades without overlays already present
need to set up a staging server.
Stage 1 - Setting up a staging server for upgrades without overlays already present
Note
If you are performing an in-place upgrade without using a staging server, perform all of
thestages and steps listed in this section, but skip the staging server setup. Whenever the
development server instead. The rest of the in-place-upgrade process is the same as the
Accelerated staging server setup This is the recommended method. It saves you time when upgrading,
but it can be used only in certain circumstances. This staging server setup method accelerates the upgrade
process because it allows you to skip the product installation of your older AR System server and ITSM
production applications. You need only to copy your production server database to the staging server before
running the upgrade installer for BMC Remedy AR System. However, you must go through of the upgrade all
stages and complete the entire upgrade before you have a usable or testable system.
Note
You cannot use this method if you are not upgrading of the products installed on your all
server, or if you have BMC Service Impact Manager, Integration for BMC Remedy
Service Desk, or BMC ProactiveNet Performance Management installed on your system.
Duplicated staging server setup This staging setup method takes longer because you need to create an
exact duplicate of your production server, including installing the AR System server and all of the ITSM
applications and components, as well as any other applications such as BMC Service Impact Manager,
Integration for BMC Remedy Service Desk, or BMC ProactiveNet Performance Management before starting
the upgrade.
If you set up the staging server this way, you can test your system after each upgrade step, because you
have a working system at the end of each stage. You can also test the system after upgrading each ITSM
application and its components.
Whether you use the staging server setup or the staging server setup, you must copy your accelerated duplicated
entire production database to the staging server. At the end of the process, the staging server becomes your new
production server. Make sure that your staging server is at least hardware equivalent to your current production
server. This is the recommended time to upgrade your hardware.
At the end of the staged upgrade process, before promoting the staging server to the new production server, run the
Delta Data Migration tool. The Delta Data Migration tool moves data that was added or modified on the production
server between the time you copied the database to the staging server and the completion of the upgrade process.
Set up your staging server so that it meets the software and hardware requirements and so that the database is set
up properly.
Related topics
Restrictions after restoring the database on the staging server without overlays
Accelerated staging server setup for upgrades without overlays
Duplicated staging server setup for upgrades without overlays
Duplicating the production server database for upgrades without overlays
Warning
Do not perform the following activities in your production server until the upgrade and delta data
migration are completed successfully.
Tasks that should not be performed after backup
Product Restrictions
BMC Remedy AR System (General) Do not create or modify any objects, including:
Forms
Workflow
Fields
BMC Atrium Core (all versions) Do not:
Create or modify classes
Create or modify any federation sources
BMC Service Level Management Do not:
Create, modify, or delete contracts, agreements and
the data source section of configuration data
Make changes to any collector related configuration
data
BMC Remedy ITSM Suite (when upgrading from 7.0.3
to higher versions)
Do not create or update any of the following contracts:
Support
Warranty
Lease
Maintenance
Software License
License Management Exceptions
Do not create or update any of the following forms:
definition)
BMC Service Request Management Do not:
Make changes to any of the BMC Service Request
Management configurations in the Application
Administration Console, including changes to
categories, approval mappings, or entitlements.
Create or modify approval chains for service
requests.
Make changes to the Request Catalog entries
including service request definitions, process
definition templates and application object templates.
If you are upgrading BMC Service
Request Management from a 2.2
version to a 7.6.02 or earlier
version, then all service requests
in the Waiting Approval state must
be approved or rejected before
you run the Delta Data Migration
tool.
Field Customizations
If any custom field or selection values are added to an out-of-the box or custom field on the production server after
the database is copied to the staging server (delta period), then those changes must also be manually applied on
the staging server. If that is not done, then records with values on those fields will not migrate and you will see an
error similar this:
10/17/2011 23:14:12 2336 *ERROR* Migrations 23:14:12 : [4]-[306]-[Value does not fall
within the limits specified for the field (1000 ... 23000) : 1000000150]
You can use this method only if you are upgrading all of the products installed on your server, or if you do not have
BMC Service Impact Manager, Integration for BMC Remedy Service Desk, or BMC ProactiveNet Performance
Management installed on your production system.
The accelerated staging server method allows you to skip the installation of all the BMC software that matches
versions from your existing production server. With this method, you only need to copy the production server
database onto the staging server, and then proceed directly to the installation of the AR System server.
Duplicated staging server setup for upgrades without overlays
Use the following tables, and note the exact version and patch level of the software that is installed on your
production server.
AR System and ITSM Product versions for your environment

BMC Atrium Core
BMC Remedy Knowledge
Management

Non-ITSM Product versions for your environment
Integration for BMC Remedy Service
Desk

BMC ProactiveNet Performance
Management

Ensure that you have backups of all versions listed. Download the product files from the tab of Licensed Products
the BMC Software EPD web site ( ). http://webapps.bmc.com/epd
Note
This might require multiple downloads per product. For example, to upgrade to BMC Remedy
ITSM Suite 7.03 Patch 009, you also need to download 7.03, 7.03 Patch 007, and 7.03 Patch
009. Version and product information can be found in the Shared Application Properties form.
To install the required software
Complete the following procedures to install each product and application listed in the previous tables.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
Note
If you have a version of BMC Remedy ITSM Suite that is earlier than 7.0.03, or a version of BMC
Remedy Knowledge Management that is earlier than 7.6.04 in your stack, then BMC Remedy
ITSM Suite requires a full installation. You cannot use LOADAPP_SKIP mode. These product
versions do not support that mode, as described in step 3 in the following procedure.
Install all BMC Remedy AR System components that match the versions previously identified on the
production server. If you are using different locales, select your target locales to install applicable language
packs.
Ensure you use the same AR System instance name, AR System database administrator name (usually AR
) and password, and table space names, including temp space. Admin
Install all required BMC Atrium Core components.
Set the following environment variables to true: BMC_AR_LOADAPP_SKIP=true and
BMC_LOADAPP_SKIP=true ( value must be lowercase). true
This enables the application installers to conduct only the operating system level installation without loading
the application into the database.
Note
For the remaining staging preparation steps, conducting English only installations is
sufficient for BMC Remedy applications such as BMC Remedy ITSM, BMC Service
Request Management, BMC Service Level Management, and BMC Remedy Knowledge
Management.
Install all applicable BMC Remedy ITSM Suite components and the required version patch.
If applicable, install BMC Service Level Management and the required version patch.
If applicable, install BMC Service Request Management. For 2.2.x, you do not need to install the subsequent
patches. Installing the base version is sufficient.
If applicable, install BMC Remedy Knowledge Management and the required version patch.
If applicable, install BMC Service Impact Manager and the required version patch.
If applicable, install the integration for BMC Remedy Service Desk and the required version patch.
If applicable, install BMC ProactiveNet Performance Management and the required version patch.
Remove the BMC_AR_LOADAPP_SKIP=true and BMC_LOADAPP_SKIP=true environment variables.
This section describes how to copy the current production server database schema and data to the new staging
server.
Back up the production server database
Work with your database administrator responsible for the production environment to create a full backup of the
current production BMC Remedy AR System database.
1.
2.
3.
4.
5.
6.
7.
1.
2.
Note
Note the date and time of the backup for future reference. You will use this information in the
delta data migration step to determine which data needs to be migrated to the staging server at
the end of the upgrade process.
To duplicate production database backup on the staging server
On the staging server, shut down AR System server.
Work with the database administrator responsible for the production environment to restore the database
onto the staging server database.
sp_changedbowner "ARAdmin"
Substitute with the appropriate BMC Remedy AR Database Administrator Account. ARAdmin
Change the AR System server name to match the new host. For details, see Changing a server name when
. using a duplicated or migrated environment
If you are using the staging server method, restart the BMC Remedy AR System server and verify duplicated
that the system is functional.
If you are using the staging server method, work with the database administrator responsible for duplicated
the production environment to back up the staging server database.
Run the AR System database consistency checker, and run the health check in the BMC Atrium Core
maintenance tool (see below) to verify that your system is running correctly before the upgrade.
To run the CMDB Check
Note
The CMDB health check was introduced in version 7.5.If your staging server runs an earlier
version, you can skip this step.
Launch the BMC Atrium Core Maintenance Tool:
On Microsoft Windows, go to the < folder, and double-click the AtriumCoreInstallDir>\atriumcore Atr
file. iumCoreMaintenanceTool.cmd
On UNIX, go to the < directory, andlaunch the AtriumCoreInstallDir>/atriumcore/ AtriumCoreMaint
file. enanceTool.sh
Click the tab, and follow the instructions there. Health Check
Related topics
Running the database consistency checker in the BMC Remedy AR System documentation
After you set up your staging server, review , Stage 2 - Upgrade AR System server without overlays present
including the subsections.
1.
2.
3.
4.
a.
b.
1.
2.
Stage 2 - Upgrade AR System server without overlays present
Performing the steps in this stage produces an upgraded BMC Remedy AR System server with your current
applications and data. This enables you to upgrade the other applications and AR System components in
subsequent stages.
This figure shows the components that are upgraded in stage 2.
To upgrade the AR System server
If you have modified any system forms, export them to a file so that your changes can be migrated onto .def
the upgraded forms.
Specify the option to export the related objects.
Select the option in the installation program if you are using the to Install accelerated upgrade method
upgrade the primary server in a directory where the previous file is present. During the ar.conf not
installation process, the installation program then displays a screen to confirm whether the database upgrade
can be continued. Select to continue the installation procedure. Yes
Restore any customizations to the system forms that might have been removed by the server upgrade
process.
Use BMC Remedy Migrator to compare the system forms on StagingServer to those in the file .def
that you created in step 1.
Using the information obtained from 4a, use Developer Studio or BMC Remedy Migrator to restore
any customizations that were overwritten during the AR System server upgrade.
Install the latest version of BMC Remedy Mid Tier on the identified mid tier host.
Note
If you are using locales other than English, select the target locales when upgrading each
product.
After each product is upgraded:
Examine the installation logs to validate that upgrade was successful for each application.
Ensure that the Share Application properties are updated successfully.
Related topics
System objects that might be overwritten during upgrade
Upgrading AR System without overlays
System objects that might be overwritten during upgrade
The following AR System server definitions might be lost or
overwritten when you upgrade from earlier versions of AR
System server (assuming that you select only AREA LDAP
during installation). If you have modified any of these
objects, save a copy and restore your changes after
upgrading the server.
Alert Events
Alert List
Application Pending
Application Statistics
Application Statistics Configuration
AR Sample Application: Console
AR System Actor View
AR System Administration: Add Or Remove Licenses
AR System Administration: Console
AR System Administration: Display Form To Collect User Decisions
AR System Administration: License Review
AR System Administration: Manage User Licenses
AR System Administration: Prompt For Open Attachment
AR System Administration: Server Information
AR System Administration: Server Information:Save Attachment
AR System Administration: Support Form
AR System Administrator Preference
AR System Alert Delivery Registration
AR System Alert User Registration
AR System Application State
AR System Currency Codes
AR System Currency Label Catalog
AR System Currency Localized Labels
AR System Currency Ratios
AR System Current License Usage
AR System Customizable Home Page
AR System Form Field Info
AR System Historical License Usage
AR System Home Page Descriptor
AR System Home Page Layout
AR System Ignored Analyzer Results
AR System License: Save Produse Attachment
AR System Licenses
AR System Licenses Audit
AR System Licenses Console
AR System Log: Alert
AR System Log: ALL
AR System Log: API
AR System Log: Escalation
AR System Log: Filter
AR System Log: FullText Index
AR System Log: Server Group
AR System Log: SQL
AR System Log: Thread
AR System Log: User
AR System Message Catalog
AR System Multi-Form Search
AR System Object Relationships
AR System Orchestrator Configuration
AR System Report Console
AR System Report Designer
AR System Report Preview
AR System Resource Definitions
AR System Searches Preference
AR System Skins
AR System Skins Properties
AR System Skins: Color Picker
AR System Skins: Skinnable Properties
AR System Tags
AR System User Application Actor
AR System User Central File
AR System User Preference
AR System Version Control: Label
AR System Version Control: Labeled Object
AR System Version Control: Object Modification Log
AR System Version Control: Object Reservation
AR System Version Control: Task
AR System Web Services Category
AR System Web Services Registry
AR System Web Services Registry Pending Delete
AR System Web Services Registry Query
AR System: Generate License Usage Report
ARC:ConfirmDialog
AREA LDAP Configuration
Business Segment-Entity Association
Business Segment-Entity Association_Join
Business Time Segment
Business Time Shared Entity
Business Time Shared Entity-Entity Association_Join_Join
Business Time Workdays
CHP:ConfirmDialog
Configuration ARDBC
Data Visualization Definition
Data Visualization Module
Data Visualization System Files
Distributed Logical Mapping
Distributed Mapping
Distributed Pending
Distributed Pending Errors
Distributed Pool
FB:Alarm Events
FB:Alarm Monitor
FB:Datasource
FB:DataSourceVariables
FB:Flashboards
FB:History
FB:History Summary
FB:User Privilege
FB:Variable
FB:Variable Attributes
Group
Home Page
MFS:MultiFormSearch
RD:Save As
Report
Report Definition
ReportCreator
ReportSelection
ReportType
Roles
Sample:Cities
Sample:ClassCentral
Sample:Classes
Sample:DialogYesNo
Sample:Enrollments
Sample:GetWeather
Server Events
Server Statistics
SHARE:Application_Interface
SHARE:Application_Properties
User
User Password Change
User Password Change Redirector
User Password Management Configuration
Visualizer Module Images
Visualizer Module Registration
Visualizer Type Information
Visualizer Type Object Props
Visualizer Type Style Info
Note
If you have not maintained a record of the customizations you made in earlier versions, you
might want to create a reference server that stores your original customizations. Then, compare
the changes to the objects in the list above with the objects on the reference server.
Upgrading AR System without overlays
The BMC Remedy AR System installer enables you to upgrade BMC products in your IT environment.
In this topic:
Choosing products
The suite installer guides you step-by-step through the upgrade process. When you start the installer, you can
choose one or more features to upgrade at one time. Because certain applications depend on a specific set of
features, you need to run the installer multiple times to upgrade all of the features in the solution. For example, you
first upgrade the AR System server on one computer and then run the installer a second time to upgrade the mid tier
on a different computer.
Recommendations
Complete the planning spreadsheet before you start the upgrade.
network (WAN).
Choosing products
1.
2.
3.
4.
AR System Mid-Tier Installs the Mid Tier only.
AR System Clients BMC Developer Studio (and the Localization Toolkit), BMC Remedy Data Import, and
The Clients option is Windows only; it is not available for Linux or UNIX.
Mininum set of features when installing BMC products
BMC Application AR System features to choose
BMC Atrium Core
AR System Server
Approval Server
Assignment Engine
BMC ITSM
AR System Server
Approval Server
Assignment Engine
AR System Server
Approval Server
Assignment Engine
AR System Server
Approval Server
Assignment Engine
DVD.
4.
5.
6.
7.
a.
b.
c.
d.
e.
8.
9.
10.
11.
12.
13.
14.
15.
1.
2.
To upgrade the AR System server in a directory that already has the file, select the ar.conf Upgrade
option, else select the option. If you select the option, the installation program skips Install Upgrade
some of the server installation screens and refers to the configuration values in the file. ar.conf
Select specific products to upgrade.
For example, select . AR System Servers
( ) Add a new language. optional
You can later select additional localized views to install.
NIX and Linux).
Click . Next
The installer validates your system resources.
Use the planning spreadsheet to enter the correct values in the AR System Server User and Database
pane, and then click . Information Next
Note
Click . Next
the installation:
Re-configure Full Text Search.
The installer disables FTS during the upgrade. Do not enable FTS until you re-configure it.
Convert your existing overlays into granular overlays through the option. Object Granularity Level
System server.
2.
3.
4.
5.
6.
a.
b.
c.
d.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
Open the folder. ARSuiteKitWindow
Start the installer and double-click . setup.cmd
Select . Upgrade
Navigate to the directory in which you want to install the Mid Tier.
NIX and Linux).
Select . AR System Mid-Tier
Click . Next
Enter the values from the planning spreadsheet for the Mid Tier.
Click . Next
the installation:
). sp
Log out.
( ) Restart the Mid Tier web service. optional
Related topics
"Preparing to install as a non-root user" in Preparing a UNIX environment
Stage 3 - Create overlays for existing customizations
1.
a.
b.
In stage 3, you copyyour existing customizations into overlays and custom objects, allowing them to be preserved
for future upgrades. This includes customizations to BMC Remedy AR System server and all other applications and
components.
The following figure shows how the Best Practices Conversion Utility (BPCU) is used to create overlays and custom
objects from your existing objects. If you customized workflow by copying and disabling an application object, you
need to run BPCU twice. Otherwise, you need to run it only once. Object 1 is a customized version of workflow
object 2, so object 1 is converted into an overlay of object 2. Because object 3 is a modified application object,
object 7 (a new object), is created as an overlay of object 3. Object 6, which was created in the production
environment is converted into a custom object.
The upper plane shows the overlay group, which contains overlays, custom objects, and origin objects that
have not been overlaid.
The lower plane shows the base group, which contains only origin objects.
To create overlays
Find out what objects have been modified.
In particular, determine which objects have been modified in ways that are not permitted in overlays. For any
such objects, this can prevent an application upgrade from succeeding, if the upgrade affects that object.
Running the BPCU in ReportDiff mode allows you to determine such modifications, and to make the
necessary corrections upgrading any applications. It compares the current objects to a set of base before
objects that are defined in an overlay hash file.
To generate a BPCU difference report:
At a command prompt, change directories to the BPCU installation directory, <utilityInstallDir>/Best
. _Practice_Conversion_Utility
Run the BPCU in ReportDiff mode, and compare objects on StagingServer with those in the overlay
hash file:
bpcu -x localhost -t serverport -u Demo -p "DemoPassword" -m D -f
"<hashFileLocation>\OverlayHashFile.xml"
1.
b.
2.
a.
b.
c.
d.
e.
3.
A BPCU difference report, , is generated and placed in the bpcu-diff-report_ .html date_timestamp <
folder. The report is an HTML-formatted utilityInstallDir>\Best_Practice_Conversion_Utility\output
file that displays a list of the extensions and customizations in your setup, and indicates whether the
extensions and customizations are permitted or non-permitted.
The BPCU also generates some migrator instruction files that are used in stage 5 of the upgrade .xml
process.
If the BPCU difference report shows non-permitted customizations, resolve them.
Note
Ensure that you have set your BMC Remedy Migrator configuration options before
performing the following procedures.
Install a reference server (ReferenceServer) that is the same version as your production AR System
server, and install copies of all applications that are running on your production server. (The installed
applications must be the same version as the applications on your production server, including
patches and hotfixes.) The reference server will have only unmodified origin objects from the BMC
released software, with no customizations.
On ReferenceServer and StagingServer, use the Migrator command-line interface to create a .migrat
file that contains only the objects with non-permitted customizations. Then, use Migrator to or
compare the two files.
For each object that contains a non-permitted modification, perform the appropriate corrective action.
After fixing all non-permitted modifications, delete your Migrator instruction files and the difference
report from the folder. output
Run the BPCU again in ReportDiff mode to generate a clean set of instruction files based on your
server after you have removed all non-permitted customizations.
Note
The clean Migrator instruction files are the instruction files that you will use in
stage 5 of the upgrade process.
These corrective actions allow BPCU to preserve an object as a custom object that does not conflict
with a BMC application object, or the corrective actions allow BPCU to create an overlay from the
object.
Create overlays or custom objects from your customizations so that they will be preserved across an
application upgrade.
To do this, run the BPCU again in Overlay mode to create overlays and custom objects.
In some cases, BMC application objects might have been copied and disabled, with modifications made to
the enabled copy. Generally, such copies have names that are the same as the original object name
appended with a well-known prefix or suffix. In other cases, BMC application objects might have been
modified directly, or there may be a mixture of these methods.
3.
a.
b.
c.
d.
If at least some of your customizations are copies of original objects with names that have
well-known prefixes or suffixes, perform the following steps:
For each object, if its name contains both a prefix a suffix, remove one or the other. Otherwise, and
the BPCU does not convert the object.
If you created copies of original objects but did not use prefixes or suffixes to identify them, rename
those copies to include a prefix or a suffix.
Run BPCU in Overlay mode with the and options. -P -S
bpcu -x localhost -t serverport -u Demo -p "DemoPassword" -m o -f
"<hashFileLocation>\OverlayHashFile.xml" -P "prefix1,prefix2,..." -S
"suffix1,suffix2,..."
BPCU makes the following changes to active links, filters, and escalations:
If the origin object is enabled, BPCU marks the copy as a custom object.
If the origin object is disabled, BPCU converts the copy into an overlay of the origin object.
The and options allow BPCU to convert active links, filters, and escalations into -P -S
overlays when they are copies of disabled origin objects.
Run the BPCU in mode again the and options. Overlay without -P -S
The BPCU generates overlays for directly changed origin objects.
If your customizations are only in modified origin objects that have not been copied and renamed, perform
the following step:
Run BPCU in Overlay mode the or option. without -P -S
The BPCU generates overlays for the modified objects and converts any user-created objects to custom
objects.
Related topics
Overlay hash files
Viewing differences between objects
Fixing non-permitted modifications
Stage 4 - Acquire origin objects: optional
1.
2.
Overlay hash files
An , also called a , is an XML file that contains for all the objects in a particular overlay hash file snapshot keys
version of BMC Remedy AR System or a BMC Remedy AR System application:
For fields and views, the key is the object's ID.
For all other objects, the key is the object's name.
The Best Practice Conversion Utility (BPCU) compares objects in an overlay hash file with those in a customized
BMC Remedy AR System component or application. BPCU produces a difference report that contains the results of
the comparison.
To obtain the overlay hash file
Download the version of the file from the . latest OverlayHashFile.zip BMC Communities website
Note
Updates to the overlay hash file between patch releases are posted to BMC Communities
website: . https://communities.bmc.com/communities/community/bmcdn
Always make sure to download the latest version from this location, and use the same
version of the hash file as that of the BPCU.
Uncompress the file and extract the file to your development server. .zip OverlayHashFile.xml
BMC product information
If you are upgrading from the following releases, you can use the overlay hash file ( ) to OverlayHashFile.xml
compare the objects in your customized applications with the objects in the origin applications:
AR System and its components (including AR System server, BMC Remedy Approval Server, BMC Remedy
Assignment Engine, BMC Remedy Email Engine, BMC Remedy Flashboards, AREALDAP plug-in, ARDBC
plug-in, and Web Services) with version 6.3.00 through the current version:
BMC Atrium CMDB version 2.0.01 patch 004 through the current version
BMC Remedy Enterprise Integration Engine version 7.1.00 through the current version
BMC Remedy ITSM Suite version 7.0.03 patch 007 through the current version
BMC Remedy Knowledge Management version 7.2.00 through the current version
BMC Service Level Management version 7.1.00 through the current version
BMC Service Request Management version 2.2.00 through the current version
BMC Remedy OnDemand version 2010.01 through the current version
BMC integration information
The overlay hash file contains data about the following BMC integration objects:
BMC Remedy Identity Management
BMC BladeLogic Client Automation for Clients
BMC BladeLogic Client Automation for Server
BMC BladeLogic Server Automation
Integration for BMC Remedy Service Desk
BMC Atrium Discovery and Dependency Mapping (versions 7.5.00 and 8.1.015)
Configuration Discovery extensions (version 7.0.00 through the current version) for CMDB
BMC Topology Discovery 7.6.00
BMC IT Business Management
BMC Service Impact Manager (Extensions of versions 7.3.00, 7.3.01, 7.3.02 for BMC Atrium CMDB 2.1.00,
and BMC Atrium CMDB 7.5.00 through the current version)
BMC Remedy Mid Tier object list definition files for AR System 7.0.01 through the current version
Server group and DSO settings for AR System 7.0.01 through the current version
Related topics
The Best Practice Conversion Utility (BPCU) helps preserve customizations when upgrading. The utility converts
objects in earlier versions of BMC Remedy AR System components and applications as follows:
BMC objects that you modified (customizations) are converted to . overlays
User-created objects that you added to your setup (extensions) are converted to . custom objects
BPCU enables you to analyze objects in your current environment with the out-of-the-box objects in 7.6.04 and
higher, and convert them into overlays or custom objects.
BPCU does not save customizations to objects that are not meant to be customized and that can be replaced during
an application installation or during the normal process of running an application. These are referred to as non-permi
(that is, customizations that are not permitted in overlays). tted customizations
BPCU operates in the following modes:
ReportDiff Generates a report of differences between the objects in an overlay hash file and the objects on
a server. See Using BPCU to generate difference reports.
Overlay Based on a differences report, converts customized AR System objects into overlays, and
converts user-created objects into custom objects.
Before upgrading applications or creating overlays, use BPCU to determine which objects have been modified in
ways that are not permitted in overlays.
The following table lists the BMC products in which the BPCU preserves customizations and the related exceptions.
Customizations preserved by BPCU
BMC products Exceptions
AR System components
BMC Remedy Approval Server Filters that BMC Remedy Approval Server workflow
creates at runtime, whose names begin with AP:Notify-0
BMC Remedy Assignment Engine None
BMC Remedy Email Engine None
AREA LDAP plug-ins None
ARDBC LDAP plug-ins None
BMC Atrium CMDB
BMC Atrium CMDB The BMC Atrium CMDB upgrade program takes care of
preserving customizations made to forms and workflow
objects. BPCU ignores the following forms and their
related workflow objects and workflow guides: Forms that
belong to the BMC:Atrium CMDB application Forms that
do not belong to the BMC:Atrium CMDB application, but
whose names are listed in the OBJSTR:Class form (<na
) mespace>:<classname>
AR System applications
BMC Remedy ITSM Suite Application forms that use BMC Atrium CMDB forms as
self-join forms (MemberA and MemberB are the same)
BMC Service Level Management Filters with the prefix that BMC Service Level zSLMGen:
Management workflow creates at runtime Forms that
BMC Service Level Management creates at runtime,
whose names end with , and their related workflow _SLA
objects and workflow guides
BMC Service Request Management Filters with the prefix that BMC Service Level zAPR
Management workflow creates at runtime
Warning
The utility does preserve customizations to forms and workflows installed with the AR System not
server unless customizations are present when the utility is run.
You should upgrade to the current release of BMC Remedy AR System running BPCU. before
This upgrade replaces the system forms, so reapply the customizations to system forms before
running BPCU.
Related topics
Obtaining BPCU
Configuring your system for BPCU
Using BPCU to generate overlays for modified legacy objects
BPCU log information
Planning to upgrade
1.
2.
3.
4.
1.
2.
Obtaining BPCU
This topic provides instructions for obtaining the Best
Practice Conversion Utility (BPCU).
To obtain BPCU
Install only the BMC Remedy AR System server on a staging server, development testing server, or any
other server that is going to be used for upgrading or testing the upgrade process.
Warning
Do not install any BMC Remedy AR System components or applications other than the
AR System server. If you do, your customizations might be overwritten.
Obtain the latest version of the BPCU and the hash file from this location.
Updates to BPCU ( ) and the Overlay hash file ( ) between bpcuversionNumber.zip OverlayHashFile.zip
patch releases are posted to BMC Developer Network Community website.
Uncompress the file and extract the file to your development OverlayHashFile.zip OverlayHashFile.xml
server.
Uncompress the file, which is located in the folder. bpcuversionNumber.zip ARSystemServerInstallDir
By default, the BPCU files are extracted to the folder. Best_Practice_Conversion_Utility
After the BPCU files are uncompressed and in the folder, no further installation Best_Practice_Conversion_Utility
or configuration is needed. The utility is ready to be run from a command prompt.
Configuring your system for BPCU
Make sure that your CLASS path and Oracle Java Runtime Engine (JRE) are correctly configured to support the
Best Practice Conversion Utility (BPCU).
To configure your system to run the BPCU
On UNIX, grant yourself execute permission to the BPCU by typing the following command:
chmod +x bpcu.sh
Make sure the following files are in your CLASS path:
arutilversionNumber.jar
arcmnappversionNumber.jar
bpcu.jar
commons-jxpath-1.3.jar
jaxb-api.jar
jaxb-impl.jar
jsr173_1.0_api.jar
2.
3.
4.
5.
6.
log4j-1.2.14.jar
To produce the BPCU differences report in XLSX format, make sure that the following files are in your
CLASS path:
dom4j-1.6.1.jar
ooxml-schemas-1.0.jar
poi-3.5-FINAL-20090928.jar
poi-ooxml-3.5-FINAL-20090928.jar
xmlbeans-2.3.0.jar
To specify the JRE for the utility, add the following entry to the appropriate file:
set JAVA_HOME = <fullPathToJRE>
Tip
Run BPCU with a 64-bit JRE.
The BPCU uses the JRE specified by the JAVA_HOME environment variable in the following files:
(Windows) bpcu.bat
(UNIX) bpcu.sh
To avoid out-of-memory issues, set option in the file to 4 GB. Max Heap Size bpcu.bat
If you plan to run the BPCU on an AR System server that enforces encryption in its API, add the following
items to the JRE that BPCU will use.
Files and providers to add to BPCU JRE on encrypted servers
Add to this directory or file On Oracle Solaris, UNIX, and
Windows
On IBM AIX and DB2, UNIX, and
Windows
jre\lib\ext jsafeJCEFIPS.jar jsafeJCEFIPS.jar
bcprov-jdk15-133.jar
jre\lib\security US_export_policy.jar
local_policy.jar
US_export_policy.jar
local_policy.jar
These files should be from IBM.
1.
2.
jre\lib\security\java.security security.provider.<n>+1=com.rsa.
_
jsafe.provider.JsafeJCE
<n> can be the last number in the
section.
security.provider.<n>+1=org.
bouncycastle.jce.provider.
BouncyCastleProvider
security.provider.<n>+2=com.rsa.
jsafe.provider.JsafeJCE
can be the last number in the n
section.
Note
If you have installed a BMC Remedy Encryption Security product on a BMC Remedy Java client,
such as BMC Remedy Developer Studio or BMC Remedy Data Import, you do not have to verify
that your configuration matches the preceding specifications. Instead, use the same Oracle Java
Developer's Kit (JDK) and JRE used by the client for BPCU.
Related topics
FIPS encryption options
(in the BMC Remedy AR System documentation)
Run the Best Practice Conversion Utility (BPCU) in ReportDiff mode to compare objects between the overlay hash
file and an BMC Remedy AR System server, and generate difference reports.
To generate a differences report
At the command prompt, go to the < directory utilityInstallDir>\Best_Practice_Conversion_Utility
Run BPCU in ReportDiff mode by executing the following command with the appropriate arguments (see the
following table):
(Microsoft Windows) bpcu.bat
(UNIX) bpcu.sh
Command-line options for ReportDiff mode
Option Description
-x Name of the server on which to perform the operation.
-u User name.
-p User password.
-a ( ) User authentication string. optional
-t ( ) TCP port of the server on which to perform optional
the operation.
-r ( ) RPC port of the server on which to perform optional
the operation.
-f Absolute path to the overlay hash file (include full path
and file name).
-c ( ) Full path to the XML file containing a list of optional
objects to include in or to exclude from the operation.
This option does not apply to ReportDiff mode when two
overlay hash files are compared.
-e ( ) Comma-separated list of form names whose optional
associated fields and views are the only objects
processed by the operation.
Do not use this option with the -s option.
-o ( ) File name and path of the difference report. optional
Do not include a file extension.
If you do not provide a file name, the following name is
used:
bpcu-diff-report-date_timestamp.html
If you do not provide a path, the utility places the report
file in the installationDir\Best_Practice_Conversion_Ut
folder. ility\output
-T ( ) Format of the difference report. Values are: optional
0 (Default) HTML
1 CSV
2 XLSX
-i ( ) Flag that specifies whether to include overlay optional
and custom objects in the "extension" section of the
difference report.
This option applies only to file-to-server comparisons.
Values are:
0 (Default) Exclude from extension section.
1 Include in extension section.
-m Utility mode. Values are or or . D d diff
1.
2.
3.
-k ( ) Indicates whether to display or hide the list of optional
objects that will be skipped in Overlay mode.
0 (Default) Hide this list in the difference report.
1 Display this list in the difference report.
Related topics
Using BPCU to generate overlays for modified legacy objects
In Overlay mode, the Best Practice Conversion Utility (BPCU) compares objects in an overlay hash file with the
objects on a server, generates a report of their differences, and performs the following tasks based on the contents
of the report:
For permitted customizations, BPCU generates an overlay by creating a copy of each object, and sets its Ov
property to . erlay Overlay
For permitted extensions, BPCU generates a custom object and sets the property to . Overlay Custom
In Overlay mode, BPCU ignores all the overlay, overlaid, and custom objects on the server. Therefore, running
BPCU multiple times in Overlay mode does not cause problems for such objects, including objects that are shared
among applications.
To generate overlays for pre-7.6.04 objects
Generate a difference report, and fix all the non-permitted extensions and customizations that are identified.
If non-permitted extensions and customizations are found among the set of objects to be processed, BPCU
does not run in Overlay mode.
At the command prompt, go to the folder. <utilityInstallDir>\Best_Practice_Conversion_Utility
Run BPCU in Overlay mode by executing the following command with the appropriate arguments (see the
following table):
(Microsoft Window) bpcu.bat
(UNIX) bpcu.sh
Command-line options for Overlay mode
Option Description
-x Name of the server on which to perform the operation.
-u User name.
-p User password.
-a ( ) User authentication string. optional
-t ( ) TCP port of the server on which to perform optional
the operation.
-r ( ) RPC port of the server on which to perform optional
the operation.
-f Absolute path to the overlay hash file provided by BMC
(include full path and file name).
-c ( ) Full path to the XML file containing a list of optional
objects to include in or to exclude from the operation.
This option applies to all modes except when two
overlay hash files are compared in ReportDiff mode.
-e ( ) Comma-separated list of form names whose optional
associated fields and views are the only objects
processed by the operation.
Do not use this option with the option. -s
-o ( ) Name of the difference report. Do not include optional
a file extension.
-T ( ) Format of the difference report. Values are: optional
0 HTML (Default)
1 CSV
2 XLSX
-m Utility mode. Values are or . o overlay
-k ( ) Indicates whether to display or hide the list of optional
objects that are skipped during conversion.
0 (Default) Hide this list in the difference report.
1 Display this list in the difference report.
-P Comma-separated list of prefixes in the names of
user-created objects.
All objects whose name begins with one of these
prefixes are converted into overlays or custom objects.
This option applies only to active links, active link
guides, filters, filter guides, escalations, menus, and all
types of containers. (Per BMC recommendations, to
modify such objects in pre-7.6.04 releases, you should
make a copy of the origin object and add a prefix or
suffix to its name.)
You must ensure that the corresponding out-of-the-box
object exists and is the same type in the 7.6.04 release.
-S Comma-separated list of suffixes in the names of
user-created objects.
All objects whose name ends with one of these suffixes
are converted into overlays or custom objects.
This option applies only to active links, active link
guides, filters, filter guides, escalations, menus, and all
types of containers. (Per BMC recommendations, to
modify such objects in pre-7.6.04 releases, you should
make a copy of the origin object and add a prefix or
suffix to its name.)
Ensure that the corresponding out-of-the-box object
exists and is the same type in the 7.6.04 release.
-i ( ) Flag that specifies whether to include overlay optional
and custom objects in the "addition" section of the
difference report. Values are:
0 (Default) Exclude from addition section.
1 Include in addition section.
The differences reportthat BPCU generates
BPCU generates a report that shows differences between the unmodified objects represented in an overlay hash file
and objects on a server. It also shows which changed objects can be converted into overlays or custom objects, and
which objects have been changed in a way that makes the conversion impossible.
Difference reports are produced in HTML, comma-separated values (CSV), or Microsoft Excel (XLSX) formats. By
default, the report name uses the following format:
bpcu-diff-report_date_timestamp.extension
Difference reports are stored in the folder. <utilityInstallDir>\Best_Practice_Conversion_Utility\output
The following table describes the information that a difference report provides about objects and where you can find
the information.
Information in a difference report generated by BPCU
Information XLSX report format HTML report format
Statistical information about all types
of objects found on the server where
BPCU was executed:
Total count of objects
Number of new objects
Number of changed objects
Percentage customization
Number of new and changed
objects with nonpermitted
modifications
The following types of statistical
information is displayed only
when you use a certain execution
parameter.
Number of new objects that are
not converted to custom objects
when you execute BPCU in
Overlay mode
Number of changed objects that
are not converted to overlays
when you execute BPCU in
Overlay mode
Dashboard worksheet tab Dashboard
Whether an object on the server is
new
Difference Report
worksheet, rows with
the value in the Extension Customi
zation
column Type
tab Extensions
Whether an object on the server has
been modified
Difference Report
worksheet, rows with
the value Customization
in the Customization
colum Type
tab Customizations
Whether modified objects in the
server contain permitted or
nonpermitted modifications:
If an object contains
non-permitted modifications, it is
flagged as an object that b cannot
e converted into anoverlay. All
such objects must be fixed before
running BPCU in Overlay mode.
If an object contains permitted
modifications, its flagged as an
object that be converted into can
an overlay.
: When you run BPCU in Note
ReportDiff mode with the -k option
and its value as 1, the
Customizations tab displays the
Skipped During Conversion
column. This column displays the
value true for objects that are
skipped during conversion
whether they were modified in a
permitted or non-permitted
manner. Therefore, even if the
Convertible to Overlay column for
a particular object displays the
value , you do not need to fix false
any non-permitted modifications
made on it.
Difference Report worksheet, rows
with the value Customization in the
Customization Type column
Permitted modifications:
Convertible to Overlay = true
Nonpermitted modifications:
Convertible to Overlay = false
tab, all panels Customizations
Permitted modifications:
Convertible to Overlay = true
Nonpermitted modifications:
Convertible to Overlay = false
Version of the utility that was
executed to generate the
report
Date and time when the report
was generated
Parameters supplied to the utility
for the current execution
AR System applications installed
in the execution environment
Execution Information worksheet tab Execution Information
Note
BPCU include information in a difference report about objects that are unchanged. does not
BPCU HTML report Dashboard tab
BPCU HTML report Extensions tab
Convertible to Overlay column in Customizations tab indicates whether the customization is permitted in
overlays
BPCU HTML report--Execution Information tab
Related topics
Stage 3 - Create overlays for existing customizations for an example
of using the command to generate overlays bpcu
Permitted and non-permitted modifications on overlays in the BMC Remedy AR System documentation
BPCU log information
When the Best Practice Conversion Utility (BPCU) is first
run on a server, it creates the BPCU-Log . The form form
records information about each run of the utility, such as
1.
2.
3.
4.
the run date, run mode, and return code. The form also
stores the log file and the difference report that are
associated with the run as attachments.
By default, BPCU log is . file <ARSystemServerInstallDir>\Best_Practice_Conversion_Utility\bpcu.log
To change the log file name, modify the file. log4j.properties
Each time BPCU is run, the information in the file is overwritten. The previous version of the log is saved bpcu.log
in the BPCU-Log form.
BMC Remedy AR System application installation programs can use the file to determine whether BPCU bpcu.log
was run and whether overlays were successfully created.
Open the file. <migratorInstallDir>\Migrator Configuration.xml
Update the section as follows: <required>
<required>
<param name="MergeSharedWorkflow" enabled="false"/>
<param name="Menus" enabled="false"/>
<param name="TableFieldForms" enabled="false"/>
<param name="JoinFormMembers" enabled="false"/>
<param name="FlashboardVariables" enabled="true"/>
<param name="FlashboardDataSources" enabled="true"/>
<param name="MenuRelatedForms" enabled="false"/>
<param name="ApplicationStates" enabled="true"/>
<param name="ApplicationForms" enabled="false"/>
</required>
Update the section in one of the following ways: <removal...>
Add the entire section shown below (if it does not exist). <removal... >
Add the lines for and (listed below) to the existing section. Fields Views
Change the values for and in the existing section to . Fields Views enabled="false"
<removal action="delete" type="specified">
<object type="Fields" enabled="false"/>
<object type="Views" enabled="false"/>
</removal>
Save and close the configuration file.
The Best Practice Conversion Utility (BPCU) generates a differences report that identifies objects that differ from the
1.
2.
3.
4.
origin objects. However, the differences are not described.BPCU also automatically generates the following
instruction files for BMC Remedy Migrator when it is run in comparison (ReportDiff) mode:
migrator-instruction_<date>_<timestamp>.xml Lists all modified objects on the server, except specific
views and fields that were modified.
migrator-npmod-instruction_<date>_<timestamp>.xml Lists only objects with non-permitted
modifications.
These files are located in the folder. <utilityInstallDir>\Best_Practice_Conversion_Utility\output
Using these instruction files, the BMC Remedy Migrator CLI creates files that contain the new and .migrator
modified objects on a server. BMC Remedy Migrator can use these files to generate detailed differences .migrator
reports.
To view details of differences between objects
Note
Ensure that you have set your BMC Remedy Migrator configuration options before performing
the following procedure.
On StagingServer, use the BMC Remedy Migrator instruction file that was generated in the last execution of
the BPCU in comparison mode (see information about stage 3), to create a file: .migrator
migratorcli -m -s <serverName> -t <serverport> -u <adminUserName> -p <password>
-g "Migrator Configuration.xml" -d <migratorFileDestination> -i
<instructionFileNameAndPath>
For example:
C:\Program Files (x86)\BMC Software\Migrator\Migrator>MigratorCli.exe -m -s
"sj-svr-team-05" -t 0 -u "Demo" -p "******" -g "Migrator_Configuration.xml" -d
"sj-svr-team-04" -i "migrator-instruction_201158_1304898756.xml" --layout 1
--logfile "c:\temp\temp2.html" --dst_user "Demo" --dst_password ""
Note
The and parameters are necessary only if credentials --dst_user --dst_password
for the destination server are different from those of the source server.
From ReferenceServer, use the same BMC Remedy Migrator instruction file to create a second file .migrator
.
In BMC Remedy Migrator, open the file created in step 1, and compare it with the file .migrator .migrator
created in step 2.
Generate a report of the comparison and use it to view the details of differences between objects.
Related topics
in the BMC Remedy AR System documentation Migrating using command-line interface
1.
2.
3.
1.
2.
This section describes how to fix non-permitted modifications that were discovered when the Best Practices
Conversion Utility (BPCU) compared objects on the staging server with an overlay hash file. Because some of the
changes described here alter the functionality of an object, you might want to copy the object as a object custom
before changing it.
The following topics assume objects are on StagingServer and origin objects of the same modified unmodified
version are on ReferenceServer:
Fixing non-permitted changes for objects
Fixing non-permitted modifications for forms
Fixing non-permitted modifications for fields
Related topics
Fixing non-permitted changes for objects
Names that include underscore + underscore + lower case o
(__o) are reserved by BMC.You can rename an objectwith
__o in its nameso that you can fix any changes to the
object.
To rename an object to remove the string __o
On StagingServer, locate the object that contains __o in its name.
In the object list, select the object, and choose . File > Rename
Rename the object so that it does not include __o in its name, and so that its name does not conflict with the
name of any other object.
Fixing non-permitted modifications for forms
This topic contains instructions for fixing non-permitted
modifications to forms.
To change the inclusion or exclusion of a form in a deployable application
On , open the application in an editor. StagingServer
2.
3.
4.
1.
2.
3.
4.
5.
6.
1.
2.
3.
4.
5.
1.
2.
3.
4.
5.
a.
b.
6.
On , open the application. ReferenceServer
On , add or remove forms in the application to match those on . StagingServer ReferenceServer
Save the application.
To change unique indexes
On , open the Regular form. StagingServer
Click the tab, and expand the panel. Definitions Indexes
On , view the category for the corresponding form. ReferenceServer Indexes
On , specify the same number and order of unique indexes in the with the same StagingServer Index List
number and order of indexed fields as those on . ReferenceServer
Remove any unique indexes that are not on . ReferenceServer
Save the form.
To change vendor form information for Table Name or Vendor Name
On , open the Vendor form. StagingServer
Click the tab, and expand the panel and then the panel. Definitions Other Definitions Vendor Information
On , view the category for the corresponding form. ReferenceServer Vendor Information
On , set the and properties to the same values as those of the StagingServer Vendor Name Table Name
form on . ReferenceServer
Save the form.
To change join form information
On , open the Join form. StagingServer
Click the tab, and expand the panel and then the panel. Definitions Other Definitions Join Information
On , view the category for the corresponding form. ReferenceServer Join Information
On , set the and values to the same as that on . If StagingServer Join Type Qualifier ReferenceServer
required, swap the Primary and Secondary forms.
Compare every field on the Join form with its counterpart on the Join form StagingServer ReferenceServer
to verify that the values of their property match. Form Name
For each field where the values differ, perform the following tasks on the Join form: StagingServer
Delete the field.
Right-click and choose , where < matches the value on the Add Fields from <formName> formName>
Join form. ReferenceServer
Save the form.
To change view form information for Table Name or Key Field
For each view form where the or properties have been changed, set the values on Table Name Key Field
StagingServer to match those on ReferenceServer.
1.
2.
3.
4.
1.
2.
3.
4.
5.
6.
1.
2.
3.
4.
1.
2.
3.
4.
To change properties for Label, Locale, or Name of a view
On , open the form and the appropriate form view. StagingServer
On , open the corresponding form view. ReferenceServer
On , set the view's , , and properties to the same value as that of the field StagingServer Label Locale Name
on . ReferenceServer
Save the form.
Fixing non-permitted modifications for fields
This topic provides instructions for fixing non-permitted
modifications to fields.
To change the data type
If your field does not contain data that should be saved, delete the field on and copy the StagingServer
corresponding field from to . ReferenceServer StagingServer
If the field does contain data that should be preserved, perform the following steps:
On , rename the field. StagingServer
Use the utility to change the ID to the customer range. ARCHGID
The utility is not supported. For information about this utility, see ARCHGID https://communities.bmc.com/com
. munities/docs/DOC-19172
Copy the corresponding field from to . ReferenceServer StagingServer
Copy data to this field if the data is compatible.
Delete the field that you renamed in Step 1.
Save the form.
To change the Column properties on View and Vendor forms
On , open the View or Vendor form and the form view that contains the field, and select the StagingServer
field.
On , select the corresponding field. ReferenceServer
On , set the field's property to the same value as that of the field on StagingServer Column ReferenceServ
. er
Save the form.
To change the Name
On , open the form and the form view that contains the field, and select the field. StagingServer
On , select the corresponding field. ReferenceServer
On , set the field's property to the same value as that of the field on . StagingServer Name ReferenceServer
4.
1.
2.
3.
4.
5.
6.
1.
2.
1.
2.
3.
4.
Save the form.
To change the Length Units property of character fields
If your field does not contain data that should be saved, then delete the field on and copy the StagingServer
corresponding field from to . If the field does contain data that should be ReferenceServer StagingServer
preserved, perform the following steps:
Save the form.
To change the Column field properties for Parent field ID, Data field ID and Data Source
For each field where these properties have been changed, set the values on to match those on StagingServer Refe
. renceServer
To change the Entry Mode to Display
If the out-of-the-box field's is , and the field is not, complete theappropriate Entry Mode Display StagingServer
steps:
If the field does not contain data that must be saved:
Delete the field on . StagingServer
Copy the corresponding field from the to . ReferenceServer StagingServer
If the field does contain data that should be preserved, perform the following steps:
Save the form.
To change the field type
If your field does not contain data that should be saved, then delete the field on and copy the StagingServer
corresponding field from to . If the field does contain data that should be ReferenceServer StagingServer
preserved, perform the following steps:
1.
2.
3.
4.
5.
6.
Save the form.
When you upgrade an application, its origin objects are modified. If you want to understand the effects of these
modifications, compare origin objects from the original application with origin objects from the upgraded application.
Similarly, to understand the modifications captured in your overlays, compare them with origin objects from the
software to which you want to upgrade.
In stage 4, you acquire unmodified origin objects. Then, you can compare the overlays on your server to these
unmodified origin objects, allowing you to see exactly what has changed in any object.
To acquire origin objects
Set up a current version reference server ( ) with unmodified versions of the same BMC Remedy ReferenceServer
AR System components and applications that exist on your production server:
If you already created a reference server in stage 3 to use when fixing any non-permitted customizations,
upgrade that reference server to the current version of BMC Remedy AR System.
If you did create a reference server in stage 3, set up a new reference server. First, install the current not
version of BMC Remedy AR System, and then install out-of-the-box versions of all the applications that are
running on your production server, including any patches and hotfixes.
Stage 5 - Restore origin objects to the staging server: optional
Stage 5 - Restore origin objects to the staging server: optional
If you want to view your objects in Base Development mode within BMC Remedy Developer Studio, perform the
steps in stage 5. This procedure replaces the origin objects on with the unmodified origin objects StagingServer
from . If the unmodified origin objects on are preserved, you will not have to ReferenceServer StagingServer
maintain the reference server with the objects. In addition, you can:
Observe the customizations captured in your overlays by comparing the overlays to the origin objects in
Developer Studio on a single server in Base Development mode.
Configure so that your application uses your customizations, or so that it has only the original StagingServer
unmodified functionality.
Migrate your unmodified origin objects into a migrator file, and from there, selectively migrate them to StagingServe
. Restoring the origin objects to does not affect the overlays that you created. r StagingServer
This figure shows the replacement of modified application objects with their unmodified original versions. (Overlays
1.
2.
3.
a.
b.
c.
and custom objects are unaffected by this process.)
To restore origin objects to the staging server
Ensure that you have set your BMC Remedy Migrator configuration options.
Use the command to migrate origin objects from to a file by migratorcli ReferenceServer .migrator
using the instruction file that the Best Practice Conversion Utility (BPCU) generates in stage 3.
Note
Before running this command, confirm that BMC Remedy AR System installed on your
reference server is the current version.
migratorcli.exe -m -s ReferenceServer -t <serverport>
-d "<destinationFilePath>\<fileName>.migrator"
-i "<instructionFilePath>\migrator-instruction_<date>_<timestamp>.xml"
-u Demo -p "<DemoPassword>" -g "Migrator Configuration.xml"
--level 4 --layout 1 --logfile <logFileNameAndPath>
Migrate objects from the file to . .migrator StagingServer
To selectively migrate your objects, use the BMC Remedy Migrator application.
Open the file in BMC Remedy Migrator, and double-click the file name in the .migrator .migrator
navigation pane.
In the object list, select AR System server objects of the same type, right-click and select Migrate
. Selected Objects > StagingServer
Repeat this step until all your objects have been migrated from the file to . .migrator StagingServer
To migrate all of the objects at once, use the migratorcli command.
3.
c.
1.
migratorcli.exe -m -s "<sourceFilePath>\<fileName>.migrator"
-d StagingServer --dst_<tcpport> <serverport>
-i "<instructionFilePath>\migrator-instruction_<date>_<timestamp>.xml"
-u Demo -p "<DemoPassword>" -g "Migrator Configuration.xml"
--level 4 --layout 1 --logfile <logFileNameAndPath>
Related topics
Stage 6 - Minimize overlays: optional
Stage 6 - Minimize overlays: optional
In stage 6, you can minimize the number of overlays. You should remove all overlays that are the same as the
object that they overlay, and all overlays that contain changes that are no longer needed. This reduces the number
of customizations that must be maintained during future application upgrades.
Tip
Overlays that are identical to their overlaid objects might exist if you converted any prefixed or
suffixed objects in stage 3.
If you restored the origin objects to (Stage 5), you can compare your overlay to the origin objects. StagingServer
This figure shows the removal of an unneeded overlay, item 7. Note that removal of the overlay exposes the origin
object.
To minimize your overlays
If you performed the tasks in stage 5, use BMC Remedy Migrator to compare overlaid object to their overlays
directly on , and then delete the objects that are identical. StagingServer
If you did not perform the steps in stage 5, then the overlays and overlaid objects on are StagingServer
1.
2.
1.
2.
3.
a.
identical, except for those that previously had prefixes or suffixes. Set Migrator difference mask options, and
use BMC Remedy Migrator to compare the overlaid objects on to the same objects on StagingServer Refer
. If they are identical, you can remove the overlay on . enceServer StagingServer
Note
When removing overlays, be careful of workflow objects. Disabled workflow objects are
not identical to enabled ones, even if all other aspects are the same.
If you have overlays that are not identical to the origin object but that contain changes that you no longer
want to keep, delete those overlay objects.
Relate topics
Comparing overlays to overlaid objects on the same server to learn about Migrator difference mask options
Stage 7 - Upgrade applications and adjust customizations with new overlays
This topic provides instructions for using BMC Remedy Migrator to compare objects on the same server if you are
minimizing overlays in stage 6.
To set Migrator difference mask options
Before comparing overlays to overlaid objects, you must set certain difference mask options in addition to the default
mask options so that BMC Remedy Migrator only compares differences that affect the operation of your application.
In BMC Remedy Migrator, open a new server window for . StagingServer
Choose . Tools > Options
In the BMC Remedy Migrator Options dialog box, perform the following actions:
Expand , expand , and set the following options to : Differences Masks Disabled
Forms Name, Owner, and Property List
Fields Form Name, Owner, and Property List
3.
a.
b.
1.
2.
3.
4.
5.
6.
Views Form Name, Owner, and Property List
Active Links, Filters, Escalations, Containers (applications, web services, packing lists,
active link guides, filter guides), Menus, and Images Owner and Property List
A Property List is available for Fields and Views, but you might need to scroll down to see
them. For Display Properties, there is separate mask available on same screen.
Click save the updated settings and close the dialog box. OK
To compare staging server objects
In BMC Remedy Migrator, open a new server window for . StagingServer
In the navigation pane, select the server name to view the list of all objects on this server in the object list
view.
If you select an object type in the navigation pane, only those types of objects appear in the object list view.
In the object list view, select all the overlay objects.
Sort the object list on the column and select objects in that column that have the value Customization Type
in that column. Overlay
Right-click and choose . Differences > StagingServer
In the dialog box, click . Source - Destination Mapping Map Overlay to Base
The column with the overlaid objects that correspond to each overlay in the Destination Object Name Sour
column. ce Object Name
Click to begin the comparison and generate a difference report. OK
The difference report indicates whether the overlay and overlaid objects differ and highlights the properties
that differ.
Related topics
Planning to upgrade
If you proceeded directly from stage 2 to stage 7 and you did not have overlays before performing stage 2, you do
not have customizations captured in overlays. You can perform steps 1 and 2 of this stage, and then reapply your
customizations as needed before moving to stage 8.
When you upgrade applications or system components, some objects that you have overlaid might be deleted,
which means that your overlay is deleted as well. To preserve any such overlays, you must create a copy of your
current staging server. This copy is called the upgrade comparison server ( ). UpgradeComparisonServer
Similarly, some of your customizations might interfere with upgraded behavior. You must adjust these
customizations before using the application.
If you have performed stage 5 to migrate origin objects from to your staging server, you no longer ReferenceServer
need the objects on created in stage 4, so you can now employ that server as ReferenceServer UpgradeComparis
. onServer
1.
a.
b.
2.
3.
4.
If you did not migrate your unmodified origin objects to your staging server, then you want to preserve them. In this
case, employ a different server as . UpgradeComparisonServer
The following figure shows the components that are upgraded in stage 7.
To upgrade applications and adjust customizations
If you completed stage 5, you can reuse to be , as follows. ReferenceServer UpgradComparisonServer
Create a copy of the database, which is at version 8.1. StagingServer
Restore the copy of the database over the database. StagingServer ReferenceServer ReferenceSe
is now . rver UpgradeComparisonServer
Note
If you did not complete stage 5, copy database and install a new StagingServer
AR System server configured to use the copy. The new server will be UpgradeCo
. mparisonServer
On , run the BMC Remedy AR System installer again to upgrade BMC Remedy AR System StagingServer
components (such as BMC Remedy Approval Server, BMC Remedy Assignment Engine, and so on).
On , upgrade the applications (BMC Atrium CMDB, BMC Remedy ITSM, and so on). (See the StagingServer
links at the bottom of this topic.)
This might modify and possibly delete some of your overlaid objects. Modifications to these objects
performed by the upgrade do not affect your overlays and custom objects, but deletions do.
If any of your customizations were deleted during the upgrade of , use BMC Remedy StagingServer
Developer Studio to restore them by creating custom objects on the staging server using the overlays still
4.
a.
i.
ii.
iii.
iv.
v.
vi.
vii.
b.
5.
a.
b.
i.
ii.
iii.
iv.
present on . UpgradeComparisonServer
Normally, an overlay that is deleted should not be replaced by a custom object because it will not be used by
the upgraded application. After reviewing the upgraded functionality, if you have overlaid objects that should
be preserved, you can preserve them by saving them as custom objects.
Note
A custom field on a deleted form is not preserved, because there is no form to contain the
field.
Perform steps a and b to create custom objects for any overlaid objects that were deleted during the upgrade
that you want to preserve.
Compare the overlaid objects on against the same objects on StagingServer UpgradeComparisonS
: erver
In BMC Remedy Migrator, select . Tools > Options
In the dialog box, expand and select BMC Remedy Migrator Options Differences Display.
Select the option and make sure that all the other options are Display all missing objects
deselected.
In the navigation pane, click to list all the objects on this server. StagingServer
Sort the object list on the column and select all objects with the value Customization Type Ov
or in this column. erlay Custom
Right-click and select Differences > UpgradeComparisonServer
For every overlaid object that exists on , but on , UpgradeComparisonServer not StagingServer
decide whether you need the object. If you need it, use Developer Studio to duplicate the overlay
manually by saving it as a custom object on . StagingServer
If you have overlaid objects that were changed during the upgrade, examine your overlays and add the
functionality that was added to the overlaid objects, or remove overlays containing customizations that you
no longer want.
Removing an overlay exposes the upgraded object's functionality. To examine the overlays, compare each
upgraded origin object that is overlaid on StagingServer to the same origin object on
UpgradeComparisonServer, and compare each overlay and its overlaid origin object. You can then adjust the
overlay to achieve the behavior that you want.
Perform the needed comparisons as follows:
Enable the required masking options if you haven't already done so in stage 6.
Use BMC Remedy Migrator to compare overlaid objects on StagingServer and
UpgradeComparisonServer to identify which objects were changed and what changes were made by
BMC between the versions, as follows:
Open a new server window for StagingServer.
In the navigation pane, click StagingServer to display all the objects on this server in the object
list.
Sort the object list on the column and select all objects with the value Customization Type Ov
. erlaid
5.
b.
iv.
c.
d.
i.
ii.
iii.
iv.
v.
vi.
The differences report provides a list of objects that have changed.
Keep this first instance of BMC Remedy Migrator open to examine objects in this report.
Use a second instance of BMC Remedy Migrator to compare overlays to overlaid objects on Upgrade
, as follows ComparisonServer
Note
You need to have the BMC Remedy Migrator installed on a different computer to
do this because you can only run one instance of Migrator on a single system.
Open a new instance of BMC Remedy Migrator.
Open a new server window for . UpgradeComparisonServer
In the navigation pane, click to display all the objects on nameOfUpgradeComparisonServer
this server in the object list.
Sort the object list on the column and select objects (in the previously Customization Type
created list) with the value . Overlay
In the Source-Destination Mapping window, click to populate the Map Overlay To Base Desti
column with the corresponding overlaid object for each overlay object. nation Object Name
5.
d.
vi.
vii.
e.
f.
Click to generate the difference report. OK
For each object in the difference report from step 4b, use the first Migrator instance to identify
differences resulting from the upgrade. Use the second instance to see differences between the
overlay and the overlaid object.
Based on these differences, use Developer Studio to delete the overlay or modify it on StagingServe
. r
If you want to use the new features in the latest release, delete the overlay.
If you want to retain the customizations in your current production system when you upgrade
to the latest release, merge the differences from the origin object into its overlay.
Related topics
Upgrading BMC Atrium Core (with new overlays)
Upgrading BMC Remedy ITSM (with new overlays)
Upgrading BMC Service Level Management (with new overlays)
Upgrading BMC Service Request Management (with new overlays)
Stage 8 - Test and promote staging server to production with new overlays
Upgrading BMC Atrium Core (with new overlays)
The following table lists the steps to install BMC Atrium Core.
Step Task Description
1 Upgrade BMC Atrium CMDB You must first upgrade the AR
system server and then upgrade
BMC Atrium CMDB.
See Upgrading BMC Atrium CMDB
. (with new overlays)
2 Upgrade BMC Atrium Core Web
services
If the BMC Atrium Core web
services is on a different computer,
you must upgrade BMC Atrium Core
Web Services after you upgrade AR
system and BMC Atrium CMDB. If
BMC Atrium CMDB and BMC Atrium
Core Web Services are on the same
computer both are upgraded
together.
See Upgrading BMC Atrium Core
. Web Services (with new overlays)
3 Upgrade Atrium Integrator There are different procedures if you
want upgrade Atrium Integrator from
7.6.04 to 8.1 and 8.0 to 8.1.
See Upgrading Atrium Integrator
. (with new overlays)
Related topics from the BMC Atrium documentation
BMC Atrium Core upgrade issues
Upgrading additional language packs
Upgrading BMC Atrium Core online help
Upgrading BMC Atrium CMDB (with new overlays)
Before you ugrade BMC Atrium CMDB you must upgrade BMC Remedy AR System server.
Note
When you upgrade to BMC Atrium CMDB, the BMC Atrium Core installer verifies that the Marke
attribute is populated for existing product CIs in all datasets. If the a tVersion MarketVersion
ttribute is not populated, the installer populates the attribute with the value that MarketVersion
is set for the attribute. BMC Remedy Asset Management version 7.6.03 and VersionNumber
later refers to the attribute (instead of the attribute) of a MarketVersion VersionNumber
product CI to manage software licenses. The attribute is still used in other VersionNumber
areas of BMC Remedy Asset Management and BMC Remedy ITSM Suite version 7.6.03 and
later.
1.
2.
3.
4.
5.
6.
7.
a.
b.
c.
d.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
To upgrade BMC Atrium CMDB on a single computer
DVD.
Click . Next
In the Install modepanel, select , and then click . Upgrade Next
In the Confirmation panel, confirm if you have backed-up the database and met the memory requirements.
( ) If any pre-check errors occur, the Pre-Checks for BMC Atrium Core panel is displayed with the Optional
In the Java Information panel, select the JRE path and click . Next
The Run Health Check panel appears. Click to run additional validation tests. Next
Click . Install
17.
18.
19.
20.
1.
2.
3.
4.
5.
6.
7.
a.
b.
c.
d.
8.
9.
10.
11.
12.
Upgrading BMC Atrium Core Web Services (with new overlays)
If the BMC Atrium Core web services is on a different computer, you must upgrade BMC Atrium Core Web Services
after you upgrade AR system andBMC Atrium CMDB. If BMC Atrium CMDB and BMC Atrium Core Web Services
are on the same computer both are upgraded together.
To upgrade BMC Atrium Core Web Services on a single computer
Download the BMC Atrium Core installer on a computer other than where you installed the AR System
server.
In the panel, perform the following actions: AR System Server Information
Enter BMC AR System username and password.
Enter BMC AR System port number andhost name.
Click . Next
In theInstall modepanel, select , and then click . Upgrade Next
In theConfirmationpanel, confirm if you have backed-up the database and met the memory requirements.
( ) If any pre-check errors occur, thePre-Checks for BMC Atrium Corepanel is displayed with the Optional
TheRun Health Checkpanel appears. Click to run additional validation tests. Next
12.
13.
14.
15.
16.
17.
Click . Install
Upgrading Atrium Integrator (with new overlays)
Note
Upgrade procedures differ for upgrade from 7.6.04 to 8.1
and 8.0 to 8.1.
The following table lists the different upgrade scenarios for Atrium Integrator.
Scenario Description
Upgrade Atrium Integrator server from 8.0 to 8.1 You must upgrade Atrium Integrator server before you
install BMC ITSM or BMC Service Request
Management. See,Upgrading Atrium Integrator server
. on a single computer from 8.0 and later to 8.1
Upgrade Atrium Integrator server from 7.6.04 to 8.1 When you upgrade Atrium Integrator 7.6.04 to 8.1, a
backup of your old jobs and transformations is created
and saved to the directory. However the ARSystem
backup may fail at times wherein, you need to perform
addtional steps. See,Upgrading Atrium Integrator on a
. single computer from 7.6.04 to 8.1
Upgrade Atrium Integrator client You cannot upgrade from Atrium Integrator client
directly to version 8.1.00. See,Upgrading Atrium
. Integrator client
Refer to the following topics for troubleshooting information:
Atrium Integrator issues
Upgrading Atrium Integrator server from 8.0 and later to 8.1 (with new overlays)
1.
2.
3.
4.
5.
6.
1.
2.
3.
4.
5.
6.
7.
8.
a.
b.
c.
You must upgrade Atrium Integrator server before you install BMC ITSM or BMC Service Request Management.
Before running the Atrium Integrator server installation program, set Max Attach Size in the AR System Server
Information window to 0 or 100 MB. If Max Attach Size is set to a value other than 0 or 100 MB, the Atrium Integrator
server installation does not complete.
Select . System>General>Server Information
Save your changes.
Note
You must restart your AR System server to update the changes.
(For Windows) Run . setup.cmd
(For UNIX) Run . setup.sh
On theDirectory Selectionpanel, navigate to the directory in which you want to install the Atrium Integrator
For Windows:C:\Program Files (x86)\BMC Software\AtriumIntegrator
For UNIX or Linux:/opt/bmc/AtriumIntegrator
Click . Next
On theBMC Remedy AR System User Inputspanel, perform the following actions:
Verify the server name alias.
Click . Next
The installer validates the system resources of your computer and displays a list of currently installed
8.
c.
9.
10.
11.
12.
13.
14.
components and their current version.
Click . Next
Enter the JRE home, and then click . Next
The installer validates your input, and then theInstallation Previewpanel appears, listing the product and
product features that will be installed. You are nearly finished with the Atrium Integrator installation.
Click . Next
the installation:
C:\Users_<installUser>_\AppData\Local\Temp\atriumintegrator_install_log.txt
Upgrading Atrium Integrator from 7.6.04 to 8.1 (with new overlays)
Note
Some of links in this topic go to other products' documentation.
The following topics provide instructions for upgrading
Atrium Integrator on a single computer:
Before you begin
Before you begin
Close any application that is running. A running application consumes some processes that are required by
the Atrium Integratorinstaller for deploying the installation files and directories. If you do not close such
applications, the installation does not proceed.
Make sure you havecompleted the upgrade pre-requisites.
The following diagram illustrates the process of upgrading AtriumIntegratorfrom 7.6.04 to 8.1.
1.
2.
3.
4.
5.
Note
If you selected for your transformations before upgrading the Atrium Is Cache Required
Integrator server, the check box is cleared after your transformations (for Is Cache Required
which a backup is created either manually or by the installer) are reinstated into the Atrium
Integrator server 8.1.00. You can select following the procedure described Is CacheRequired
in . Inserting or updating bulk records in BMC Atrium CMDB
When you upgrade Atrium Integrator 7.6.04 to 8.1, a backup of your old jobs and transformations is created and
saved to the directory. The upgrade then proceeds like a fresh installation. The backup might ARSystem
happencompletelyof fail at times, depending on which you need to performadditionaltasks.
Obtain the Atrium Integrator server installer. See,Downloading the BMC Remedy IT Service Management
. Suite installation files
A backup of 7.6.04jobs and transformation is created.
If the backup happens successfully, refer to #Atrium Integrator upgrade if backup of jobs and
and proceed with the upgrade. transformations is successful
If the backup happens partially, refer to Atrium Integrator upgrade if backup of jobs and
and proceed with the upgrade. transformations is a complete or partial failure
Run the Atrium Integrator server installer. See, . To install Atrium Integrator server on a single computer
( ) If there are certain processes that are running concurrently, the installer prompts you to run the Optional Ha
utility. You must stop the conflicting process before proceeding.See, . ndle Stopping concurrent processes
Note
Before you run the Handle utility do not the exit the installation. After you stop the
concurrent processes, click on the installation panel and proceed with the Previous
upgrade.
5.
6.
7.
a.
b.
8.
9.
1.
2.
3.
4.
Proceed with the upgrade.
( ) After the upgrade completes, if the Installation Summary panel reports errors with creating a Optional
backup of your jobs and transformations or reinstating them back into the Atrium Integrator server, you f must
irst fix the issues with your jobs and create a backup of your jobs and transformations manually.
Fix the issues that might arise while creating a backup of your jobs and transformations. For more
information, see
From the Atrium Integrator 7.6.04 Spoon, view details of your jobs and transformations for which a
backup could not be created. For more information, see Viewing your jobs and transformations from
. Atrium Integrator Spoon 7.6.04
Correct the issues with the jobs and transformations.
Create a backup of your jobs and transformations. For more information, see Creating a backup of your jobs
. and transformations
Important
When you run the aieexportutility utility to create a backup of your jobs and
transformations, a backup of your jobs and transformations is created in the all AI7604Re
under the directory. positoryBackup C:\Program Files\BMC Software\ARSystem
Reinstate these jobs and transformations into the Atrium Integrator server. For more information, seeReinsta
. ting your jobs and transformations into the Atrium Integrator server
When you run the Atrium Integrator 8.1.00 installer on a computer where version 7.6.04 or later exists, the installer
automatically detects the presence of Atrium Integrator and proceeds to perform an upgrade.
transformations is successful
The installer creates a folder called the under the AI7604RepositoryBackup C:\Program Files\BMC
directory. A backup of your old jobs and transformations is saved to this folder. Software\ARSystem
The installer now proceeds with the upgrade as if it were a fresh installation.
The current installation directory is replaced with a new directory containing the Atrium Integrator server
8.1.00 files and directories.
When the upgrade completes, the exported jobs and transformations are reinstated into the Atrium Integrator
server 8.1.00.
Important
While upgrading, there could be a situation where the installation does not proceed. You
can expect this situation if some of the older files and directories (residing in the Atrium
Integrator server 7.6.04 installation directory) are being used by some processes, which
are initiated by applications that might be running. In this case, the installer prompts you
to run the {Handle utility. Running the Handle utility returns a list of the processes that still
use the Atrium Integrator server 7.6.04 files or directories. You must proceed to kill these
processes in order to complete the installation. For more information, seeStopping
. concurrent processes
1.
2.
3.
4.
1.
2.
transformations is a complete or partial failure
The installer renames the existing installation directory by appending after the name of the directory. 7604
For example, if the name of your existing Atrium Integrator installation directory is , the AtriumIntegrator
installer changes it to . AtriumIntegrator7604
Note
Like in the previous scenario, there could be a situation where the installation does not
proceed. You can expect this situation if some of the older files and directories (residing in
the Atrium Integrator server 7.6.04 installation directory) are being used by some
processes, which are initiated by applications that might be running. In this case, the
installation program prompts you to run the Handle utility. The installation program
creates the folder you run the Handle . You must proceed to AtriumIntegrator7604 after
kill these processes in order to complete the installation. For more information, seeStoppi
. ng concurrent processes
A fresh installation directory (called ) is created, and the installer proceeds to deploy the AtriumIntegrator
Atrium Integrator server installation files to this directory. This is the Atrium Integrator server installation
directory.
The installation program copies the folder to the folder located at: utilities server C:\Program Files
. The folder contains the aiexportutility utility, which can be (x86)\BMC Software\AtriumIntegrator utilities
initiated to create a backup of your jobs and transformations.
When the installation completes, the installer prompts you to create a backup of your jobs and
transformations to the folder that resides under the AI7604RepositoryBackup C:\Program Files\BMC
directory. For more information, see Software\ARSystem Fixing issues while backing up jobs and
. transformations
Upgrading Atrium Integrator client (with new overlays)
Note
You cannot upgrade from Atrium Integrator client directlyto
version 8.1.00. To upgrade the Atrium Integrator client
Uninstall the older version of Atrium Integrator client . See . Uninstalling Atrium Integrator
Install Atrium Integrator client 8.1.00. See . To install Atrium Integrator client on a single computer
Upgrading BMC Remedy ITSM (with new overlays)
Warning
If you customized BMC Remedy IT Service Management, create overlays for your existing
you start the upgrade. customizations before
The BMC Remedy ITSM Suite installer enables you to upgrade the following ITSM products in your IT environment.
The installer guides you step-by-step through the upgrade process. In this topic:
Before you begin
Related topics
Upgrade BMC Change Management, and then run the installer a second time to upgrade BMC Knowledge
Management.
Add another product that was not present on the base installation.
Upgrade BMC Remedy ITSM to 8.1 but choose not to remove ITSM-specific attributes from the BMC Atrium
. After you validate the data, you can then run the installer a second time to Common Data Model (CDM)
delete the attributes from the CDM.
During the upgrade, the ITSM-specific attributes are moved from the BMC Atrium Core CMDB to the ITSM
Foundation layer. The upgrade proceeds in three different phases:
Phase 1 Data for these attributes is copied from the CMDB to ITSM Foundation
Phase 2 The BMC Remedy ITSM Suite is upgraded to version 8.1.
Phase 3 ITSM attributes are removed from the CMDB.
You can choose whether the upgrade process stops after completing Phase 1 or Phase 2, so than
you can review and validate the data and your integrations at each phase. You can run the installer
again to continue with the upgrade and complete the remaining phases.
Apply after you customized the multi-tenancy model and reconciled the the multi-tenancy update
customizations.
1.
2.
3.
4.
5.
6.
7.
a.
Note
During upgrade, appear the panel Multi-tenancy Workflow Customization Information
s if you:
Installed versions less than 8.1 of BMC Remedy IT Service Management, BMC
Service Request Management, and BMC Service Level Management.
Installed the 8.1 versions of BMC Remedy IT Service Management and BMC
Copied data from the CDM to ITSM Foundation as part of Phase 1
">Before you begin
Upgrade Atrium Integrator Server you start the upgrade. before
If you are upgrading BMC Knowledge Management, the 8.1 version of Full enable and correctly configure
Text Search on the AR System server.
Perform the to optimize performance. upgrade recommendations
Recommendation
To reduce installation time significantly, do not upgrade the products over the wide area
network (WAN).
If you are upgrading both BMC Remedy IT Service Management and BMC Service
Management, BMC recommends that you upgrade BMC Remedy IT Service
Management so that the foundation components are upgraded only once. first
DVD.
7.
a.
b.
c.
8.
a.
b.
c.
9.
10.
Click . Next
In the panel, perform the following actions: Overlay Information
Review carefully the warning.
The upgrade overwrites all customizations unless you create them in overlays or custom objects.
Select the I understand and agree that proceeding from this point will overwrite any
checkbox if you agree. customizations that are not in overlays or in custom objects
Click . Next
The installer validates the system resources of your computer and displays a list of BMC applications
(such as BMC Asset Management, BMC Change Management, and so on).
Select one or more applications to install (by default, the entire ITSM suite is selected), and then click . Next
Note
If you upgrade any ITSM component, then the installer upgrades all the ITSM
components.
The installer checks the AR System server for valid ITSM licenses and validates other application
dependencies (for example, the current version of the BMC Atrium CMDB).
10.
11.
12.
the model.
customizations?
customizations.
you reconciled the
customizations.
apply it now?
appear.
now.
later.
In the panel, select one of the follow upgrade options, and then BMC Remedy ITSM CI Attribute Change
click : Next
Only copy data from the CDM to ITSM Foundation Phase 1 This option only copies data from the
CDM to Foundation. After you validate the data, run
the installer a second time to complete the upgrade.
12.
13.
14.
15.
16.
17.
18.
Upgrade to 8.1 but do not remove attributes from
CDM
Phase 2 This option upgrades ITSM to 8.1 but
retains attributes so that you can test your
integrations. After you validate the data, run the
installer a second time to remove the attributes from
the CDM.
(default)
Phase 3 This option upgrades ITSM to 8.1 and
you need to validate the data and the unless
integrations.
In the panel, review the features that you are installing. Installation preview
You are nearly finished with the ITSM installation.
Click . Install
the installation:
Flush the Mid Tier cache.
Related topics
Migrating BMC Knowledge Management permission mappings (during upgrades only)
Using the object modification log
Defining queues and configuring threads
Run the multi-tenancy update utility manually because you bypassed the multi-tenancy update during the main
installation (because your environment has more than 20 million records). For more information, see Update to the
. multi-tenancy model
Upgrading BMC Service Level Management (with new overlays)
Note
you:
customizations.
Before you begin
installation.
licenses.
1.
2.
3.
4.
5.
6.
7.
a.
b.
c.
d.
e.
8.
Recommendations
network (WAN).
the CD.
Note
Click . Next
Note
8.
9.
10.
Click . Next
the model.
customizations?
customizations.
you reconciled the
customizations.
10.
11.
12.
13.
14.
15.
16.
17.
18.
apply it now?
appear.
now.
later.
Click . Install
the installation:
Related topics
Upgrading BMC Service Level Management Collector (with new overlays)
Note
1.
2.
3.
4.
5.
6.
environment.
Before you begin
installation.
Recommendations
network (WAN).
the CD.
Note
6.
7.
a.
b.
c.
d.
e.
8.
9.
10.
11.
12.
a.
b.
c.
d.
e.
13.
14.
15.
Click . Next
. Next
Note
Click . Next
Click . Next
. ext
server.
Click . Install
the installation:
15.
16.
17.
18.
1.
2.
3.
4.
5.
Upgrading the BMC Service Level Management Collection Point (with new overlays)
Note
Some of the links in this topic go to the BMC Service Level Management documentation.
Recommendations
network (WAN).
Before you begin
Note
5.
6.
7.
8.
9.
10.
11.
12.
13.
Management.
Click . Next
.
. xt
Click . Install
appears.
the installation:
Upgrading BMC Service Request Management (with new overlays)
Note
1.
2.
3.
1.
2.
3.
1.
2.
3.
4.
5.
Important
sequence:
Note
versions)
overwrites them.
Note
5.
6.
1.
2.
3.
4.
application.
Note
Related topics
Upgrading Data Visualization modules (with new overlays)
Exporting and importing data between different versions of BMC Service Request Management (with new
overlays)
Upgrading Data Visualization modules (with new overlays)
If you are upgrading from BMC Service Request
Management 2.2.00 to BMC Service Request Management
8.1.00, you must also upgrade the Data Visualization
modules used in the Request Entry Console and Visual
Process views.
To upgrade the Data Visualization modules
Stop the web server or servlet engine on the computer on which the BMC Remedy Mid Tier is running.
For example, if you installed the default servlet engine that is included with the BMC Remedy Mid Tier 8.1.00,
stop the Apache Tomcat servlet engine.
Delete the folder located in the folder SRMSServiceRequestBrowser PluginsCache\<ARSystemServer>
of the mid tier installation folder.
Delete the folder located in the folder of the mid tier Visualizer PluginsCache\<ARSystemServer>
installation folder.
After you have deleted the and the folders, you might also need SRMSServiceRequestBrowser Visualizer
to delete the cookies, temporary internet files, offline content, and history from your browser's cache.
4.
5.
Otherwise, you might experience problems properly displaying the list of service requests, along with other
display issues, because the style sheets and images are cached to the browser.
Restart the web server or the servlet engine.
Exporting and importing data between different versions of BMC Service Request Management (with new
overlays)
Importing data from BMC Service Request Management
versions earlier than 7.6.03 directly into BMC Service
Request Management 8.1.00 is not supported.
To export BMC Service Request Management data from versions earlier than 7.6.03, you must first upgrade the
application to BMC Service Request Management 7.6.03 (or later). You can then export the data from that system
and import it to a BMC Service Request Management 8.1.00 system.
Related topics
Importing and exporting data
Stage 8 - Test and promote staging server to production with new overlays
Performing the steps in stage 8 turns your staging server into an upgraded production server. Validate the upgrade
on the staging server with user acceptance testing (UAT).
The Delta Data Migration Tool is used in the last stage of the upgrade process to move data that was created or
changed after copying the production database from your production server to the staging server.
Delta data refers to any data changes that occurred on the production server during the upgrade of the staging
server. Using the staged upgrade method, a staging server is created as an exact copy of the production server at a
specific point in time. Then, the active applications on the staging server can be upgraded to the target versions
without affecting the current production server. While the staging server is being upgraded, the production server
continues to run. Then, changes that occurred on the current production database while the staging server was
being upgraded are applied. After validation, the staging server becomes the new production server. This greatly
minimizes production server downtime, because the production server needs to be taken offline only long enough to
perform the delta data migration to move the latest data onto the staging server.
Before you begin
Overview of delta data migration tasks
Components of the Delta Data Migration Tool
What is included in the application package
Related topics
1.
2.
3.
4.
5.
6.
7.
8.
Before you begin
Review the following prerequisites before you start delta data migration:
Supported migration paths
Infrastructure requirements for migration
Migrator tools
Install the most recent version of BMC Remedy Migrator to perform the full migration.
Overview of delta data migration tasks
Warning
Review carefully Restrictions on product activities in production after restoring database on
. If you performed any of these tasks, you are not ready to migrate staging server (with overlays)
delta data!
The delta data migration comprises the following major tasks. You should perform these tasks in a non-production
environment, for validation purposes, before you perform the upgrade for the staging and production servers. This
overview assumes the staged upgrade method and focuses on migrating data from overlay servers, although you
can use delta data migration to migrate data from non-overlay servers.
Set up the staging server (the server where the current database backup is restored and the upgrade is
performed) with the same operating system, database and BMC Remedy AR System stack versions as are
used for the current production server (customer's old version production server).
Upgrade the staging server to the target software versions.
For more information, see:
Stage 2 - Upgrade AR System server with overlays present
Validate the upgraded staging server.
Restore the staging server to its state before validation, and then apply any required corrections.
Prepare the destination server for delta data migration.
Run the Delta Data Migration Tool to load data that changed while the staging server was being upgraded.
Promote the staging server to production.
Use the new image.

The following figure provides a high-level overview of the migration process:

The "Staging server" column shows that you start the process by setting up and upgrading the staging
server.
The "QA/Validation" column shows how you then validate the upgrade and perform the delta data migration.
The "Production" column shows how you end the process by promoting the staging server to production.
Components of the Delta Data Migration Tool
The Delta Data Migration Tool that is included with BMC Remedy Migrator consists of the following components:
Configuration.xml: The file that the executable uses to run the correct package DeltaMigration.exe
versions from the folder. Packages
Note
Update the file with the Migrator installed directory path: Configuration.xml
migrator-dir="C:\Program Files\BMC
Software\migrator\migrator\DeltaDataMigration"
Add to the variable in your computer settings. C:\Program Files\BMC Software\migrator\migrator Path
DeltaMigration.exe: The executable that is run to compare or migrate your data from the current production
server to the staging server (new production server).
The Delta Data Migration Tool consists of the following folders, which are store under <MigratorInstallFolder>\Migr
: ator\migrator\DeltaDataMigration
Packages: Contains the package, instruction XML files and the mapping files for all supported versions of
the following products. See also the section below, "What is included in the application package."
BMC Atrium
BMC Remedy ITSM
Integration for BMC Remedy Service Desk
BMC ProactiveNet Performance Management
BMC Remedy Knowledge Management
Utilities: Contains two utilities that can be used to find and package custom forms from your server:
Custom forms packaging utility
A count utility (AREntryCounter)
Note
Do not modify the contents of any folders, unless directed to do so by BMC.
What is included in the application package
Each application package (BMC Remedy AR System, BMC Atrium Core, BMC Remedy ITSM Suite, BMC Service
Request Management, and BMC Service Level Management) includes:
One package XML file: Lists the instruction files that need to be executed in order.
Many instruction XML files: Provide details for the forms that have data that is being migrated. Each
package XML file references one or more of these instruction files.
.arm files: The field mapping files. One or more instruction files refer to these files. .arm
The instruction files contain the following information specified for each form:
Source and destination form name
Unique field IDs
Qualification to be used to migrate the data:
'6' >= "<DATE>"
which is Last Modified Date.
A migrate option, which is set to Update (This option updates existing records if the same record is already
present and creates new records if the same record isnot present.)
An option set to trigger any workflow during the migration not
Mapping files are created in these situations:
For forms that need mappings for newly created required fields (fields where a default value is required) in
applications
For any field needs to be mapped to a different field in the destination server
For handling data transformation changes between product versions
If no mapping files are referenced in the instruction files for a form, the migrator moves data from fields on the all
production server to the staging server.
Following is an example instruction XML file:
<data enabled="true" source-form="FIN:ConfigRules" destination-form="FIN:ConfigRules"
type="data" mode="search" merge-option="update" ignore-required-fields="true"
ignore-pattern-matching="true" count="0" disable-related workflow="true">}}
<qualification>PASS_QUALIFICATION</qualification>
<unique-fields> <field id="270002020"> <field id="1000000001"> </unique-fields>
<ports enabled="true" list="LIST_PORT" fast="FAST_PORT"> </ports>
</data>
A package XML file is created that lists the instruction XML files and specifies their execution order.

Related topics
Planning to upgrade
Using the AREntryCounter utility
Extending Delta Data Migration to include customizations
The following table lists the earliest version from which a product can be migrated to the current version.
Product Earliest supported version that data can be
migrated from
BMC Remedy AR System 7.0.1
BMC Atrium Core 2.0.1
BMC Service Request Management 2.2
BMC Service Level Management 7.1
BMC Remedy Knowledge Management 7.6.03
BMC Service Impact Manager 7.1
Integration for BMC Remedy Service Desk 7.1
BMC ProactiveNet Performance Management 8.5
The following table describes the minimum infrastructure required for system and database migration.
Migration system or database Requirements
Staging server A clone of your production environment that you create
by copying objects from your current production server.
You will promote this system to your production system
after the migration.
Staging server database instance A database instance on the staging server that is
sufficiently sized for production use, is compatible with
the current production server database instance, and
allows for restoration of a backup.
Mid tier server A mid tier server that is sufficiently sized for production
use.
Microsoft Windows server A Windows server for running the Delta Data Migration
tool. This server should have a minimum of 2 CPUs, 4
GB memory, and 40 GB disk space.
Note
It is preferable to have this Windows
server on the same local area
network (LAN) segment. If the
Windows server will reside outside of
the LAN segment, BMC
recommends that you deploy a
separate server for the Delta Data
Migration tool, and that server
should run on the same LAN
segment as the current production
and staging servers. Alternatively, if
you do not have an additional
Windows server, you can use the
mid tier server as the host for the
BMC Remedy Migrator and the
Delta Data Migration tool (which is
bundled with BMC Remedy
Migrator).
1.
2.
3.
4.
5.
6.
7.
8.
9.
Migrator tools
Migrator tools
The page Required upgrade tools (with overlays) does not
exist.
Installing BMC Remedy Migrator for migrating delta data
Installing BMC Remedy Migrator for migrating delta data
Use the following procedure to install BMC Remedy
Migrator. You use the Delta Data Migration Tool installed
with BMC Remedy Migrator to migrate delta data.
Note
You must have administrator privileges for the machine on which you are installing BMC
Remedy Migrator. You must install BMC Remedy Migrator 8.1 and the latest binary fix to
perform the full migration.
Always download and install the latest BMC Remedy Migrator version available when you
are migrating delta data.
To install BMC Remedy Migrator
Shut down all other running applications before you start.
Insert the BMC Remedy Migrator DVD into your DVD drive.
If the BMC Remedy Migrator setup program starts a few seconds after inserting the disk, skip to step 4 or
follow the on-screen instructions.
From your DVD drive, double-click . migrator.exe
A progress bar appears as the files are extracted.
Click when you see the Welcome screen. Next
In the License Information dialog box, read the license agreement, and click . Agree
For more information about licensing, see and Configuring BMC Remedy Migrator Working with BMC
. Remedy AR System licenses
Perform either of the following actions:
Click to accept the default installation directory. Next
Click to select another installation directory. Browse
Click . Next
Click the check box to place the BMC Remedy Migrator program icon on your desktop, and click . Next
Review the installation options you selected; if they are correct, click Install to begin the installation.
9.
10.
Note
You might see validation warnings related to the , , and mfc71.dll mfc71u.dll msv1_0.dll2
files. These warnings can be ignored because they do not affect the ability of BMC
Remedy Migrator to be installed.
When installation is complete, click . (Optionally, you can click to see the installation log.) Done View Log
To begin using BMC Remedy Migrator, you must restart your computer.
Preparing the source and destination servers for Delta Data Migration
Preparing the source and destination servers for Delta Data Migration
After the upgrade is complete and customizations are re-applied, the environment is ready for delta data migration.
Perform the following procedures to prepare your source and destination servers for the Delta Data Migration Tool.
Server configuration adjustments
Resolving issues before performing the migration
Making modifications for Remedy Knowledge Management 7.5.x
Before running the Delta Data Migration Tool, perform the following server configuration adjustments.
Adjustments for the destination server
Note
Leave the configuration until after you complete the delta data migration. as is
Make the following adjustments on the destination server:
Set the parameter to on the tab to cover all delta data in Max Entries Returned by GetList 0 Configuration
the forms. After completing the delta data migration process, be sure to set this parameter back to the
original value.
Disable the Distributed Server Option (DSO) on all application servers.
Disable escalations on all application servers.
Disable all database triggers within the BMC Remedy AR System schema. Work with your database
administrator to disable the triggers.
To help increase the delta data migration performance, configure the following items on the the Server
1.
2.
Information page of the AR System Administration Console. After running the delta data migration, you
should set all of these items back to their values from before you make these changes.
Select the and check boxes on the tab. Disable FTS Indexer Disable Full Text Searching FTS
Unselect the check box on the tab. The Delta Data Migration Tool Localize Server Configuration
already looks for localized data. if this box is selected during the operation, it will look for localized
data twice and slow the system down considerably.
Set the isolation level for MS SQL Server on the source destination server databases. Otherwise, data and
in forms is not migrated successfully and you might see an error like this in the HTML log files:
11/22/2011 17:51:07 1612 *ERROR* Migrations 17:51:07 : An Error Occured with Data
'NTE:Notifier Log' 11/22/2011
17:51:07 1612 *ERROR* Migrations 17:51:07 : [4][The SQL database operation
failed. The ROLLBACK TRANSACTION request has no corresponding BEGIN TRANSACTION.
(SQL Server 3903)]
If it is not already set correctly, set the isolation level for MS SQL Server databases on the source destin and
ation server as follows:
Run the following commands from the SQL Server Management Studio:
SELECT snapshot_isolation_state FROM sys.databases where name = 'ARSystem'
SELECT is_read_committed_snapshot_on FROM sys.databases where name =
'ARSystem'
If the commands return 0, stop the AR System server, and run the following commands. (If the ALTER
AR System server is running, the commands might take a long time to complete.) ALTER
ALTER DATABASE ARSystem SET ALLOW_SNAPSHOT_ISOLATION ON
ALTER DATABASE ARSystem SET READ_COMMITTED_SNAPSHOT ON
Adjustments for the source server
Note
Leave the configuration until after you complete the delta data migration. as is
For of the Delta Data Migration Tool, make the following adjustment on the source server. initial runs
Set the parameter to on the tab to cover all delta data in Max Entries Returned by GetList 0 Configuration
the forms. After completing the delta data migration process, be sure to set this parameter back to the
original value.
Optionally, you can make the adjustments listed in the previous section, "Adjustments for the destination server."
For the of the Delta Data Migration Tool: final run
Make of the adjustments listed in the previous section, "Adjustments for the destination server." all
1.
2.
3.
For forms where the amount of data is large and the total number of records is greater than 1 million, create
the index at the database level in the T table, and index field ID 6 (Last Modified Date). An additional index is
required for delta data migration purposes.
Important
After the final delta data migration run is completed, you must revert the previous changes back
to their original state.
Related topics from the BMC Remedy AR System documentation
Configuring BMC Remedy Distributed Server Option
Definition for in Disable Escalations Setting administrative options
Before performing the migration, resolve the following issues.
Issue 1
The BMC Service Impact Manager or BMC ProactiveNet Performance Management applications have the same
application GUID. If these applications are installed on the same server, you must update the configuration XML
filebecause both applications have the same application GUID.
To resolve issue 1:
Go to the folder where BMC Remedy Migration is installed: <MigratorInstallFolder>\DeltaDataMigration
Open the configuration XML file.
If BMC ProactiveNet Performance Management is installed, comment out the SIM code lines.
If BMC Service Impact Manager is installed, comment out the BPPM code lines.
For example, to comment out the BPPM code lines, insert <! > tags as follows: - and -


Issue 2
BMC Service Impact Manager depends on BMC Atrium Core being installed. You cannot migrate BMC Service
Impact Manager and BMC Atrium Core at the same time.
1.
2.
To resolve issue 2:
If you have installed BMC Service Impact Manager, perform the delta data migration for BMC Atrium Core yo before
u run the Delta Data Migration Tool for BMC Service Impact Manager.
Issue 3
Note
This issue applies only if you have installed version 7.1 of Integration for BMC Remedy Service
Desk on your production server.
Integration for BMC Remedy Service Desk 7.1 is not registered in the SHARE:Application_Properties form, so the
Delta Data Migration tool cannot detect the integration for BMC Remedy Service Desk 7.1 installation on the
production server.
To resolve issue 3:
Create an entry for Integration for BMC Remedy Service Desk 7.1 in the SHARE:Application_Properties
form.
Import the file from the SW00388960_fix.arx <Migrator Install
folder. folder>\DeltaDataMigration\Utilities\pre_DDM
Issue 4
Some data did not migrate due to change in selection field values in an upgrade for
CTM:CFG-ApplicationPreferences form data.
The CTM_CFG_ApplicationPreferences form has fields (one for each application BMC Remedy Reopen_
Incident, BMC Remedy Change, and so on). The field had a value in versions 7.6.03 and Reopen_ No Action
earlier. This value was removed from version 7.6.04 and higher, as part of an upgrade.
If you are upgrading to 7.6.04 or higher, to map the selection value, run the following UPDATE SQL statement on
the production system before you begin the delta data migration:
ctm_app_pref_update.sql
Note
If you are upgrading from BMC Remedy IT Service Management 7.6.04 or later, you do not need
to run this statement.
Use the SQL statements in the folder to execute <MigratorInstallfolder>\DeltaDataMigration\Utilities\pre_DDM
on the production system (as this is the same UPDATE SQL used in the upgrade), and this will update the delta
records that have the issue. During an upgrade, the installer updates other records by calling the UPDATE SQL
statement through a filter.
The SELECT SQL statement will give you the number of records to update.
The UPDATE SQL statement will fix the mapping.
Work with your database administrator to execute these ANSI SQL scripts on the database.
1.
2.
3.
Note
These issues do not result in loss of functionality. These fixes are required to ensure that the
delta data migration does not produce errors.
To resolve issue 4:
Apply the SQL fixes as directed in the <MigratorInstallfolder>\DeltaDataMigration\Utilities\pre_DDM\Readme_f
or_Ctm_App_Pref_Sql_Fix.txt
file.
Issue 5
Some data in these forms will not be migrated on the following forms.
Note
These issues do not result in loss of functionality. These fixes are required to ensure that delta
data migration does not produce errors.
On the TMS:Task form, the hidden field is designed to accept values between Seconds_before_Time_Out
and . Occasionally, this field can be set inappropriately to negative values through workflow. 0 2147483647
When BMC Remedy Migrator uses the BMC Remedy AR System API to conduct its activities, the field
definition violations are not allowed. This results in errors and data not being migrated.
On the TMS:Summary data form, the or field accepts values between and Task Task Group Status 1000 70
. Occasionally, this field can be set inappropriately to values of 0 and 1 through workflow. When BMC 00
Remedy Migrator uses the BMC Remedy AR System API to conduct its activities, the field definition
violations are not allowed. This results in errors and data not being migrated.
On the CTM:People form, the field is designed to accept values between and . Open Tasks 0 2147483647
Occasionally, this field can be set inappropriately to negative values through workflow. When BMC Remedy
Migrator uses the BMC Remedy AR System API to conduct its activities, the field definition violations are not
allowed. This results in errors and data not being migrated.
To resolve issue 5:
Work with your database administrator to execute the following ANSI SQL scripts on the database:
From the , extract the <MigratorInstallfolder>\DeltaDataMigration\Utilities\pre_DDM folder tms_select.sq
and scripts. l tms_update.sql
Execute the script. tms_select.sql
If records are reported or found, execute the script to correct the data. tms_update.sql
Note
If running on a DB2 database, replace the corresponding T table names in the form names in tm
. s_update.sql
You can use the AREntryCounter utility to estimate total data size and delta data migration run time. The utility
allows you toget the number of entries in the forms that are part of the DDM package. The utility can be run in the
following ways:
Before delta data migration:You can run it to get the counts for all the forms for the date for which you
want to use delta data migration. This gives you an idea of the total amount ofdata you have in your forms
and how long delta data migration might take to migrate that data.
After delta data migration: You can run it to get the total counts for all the forms that delta data migration
used. You can run it for your source and destination servers separately and compare the counts.
The following table describes theavailable options:
<options> value Definitions
-d <DDM date> Count entries that were created ormodified after a
specific date
The <DDM date> format is as follows:
mm/dd/yy hh:mm:ss
For example:
06/14/12 11:57:29
-k <package> Construct the form list from the given Migrator package
file
-o <output file> The output file for the result report
-p <password> The password for authenticating with the AR System
server
-s <server> The AR System server name
-u <user> The user name for authenticating withthe AR System
server
-x <port> The AR System server port.
Use the following syntaxto run the utility for your package files (forms). Make sure to replace the keywords with your
Migrator installation path and the server and version information.
Run the utilityfrom the folder from a command prompt. You must \DeltaDataMigration\Utilities\migratorutilities
run the counts for product. The output file is available in the same folder where you ran the Delta Data each
Migration Tool.
AREntryCounter.bat -k
"<MigratorInstallationPath>\DeltaDataMigration\Packages\ARCore\<YOUR
VERSION>\AR_Core_Package.xml" -d "DDM DATE" -s "SERVERNAME" -u "USERNAME" -p
"PASSWORD" -x PORT -o AR_counts.txt
"<MigratorInstallationPath>\DeltaDataMigration\Packages\Atrium\CMDB\<YOUR
VERSION>\AtriumPackage.xml" -d "DDM DATE" -s "SERVERNAME" -u "Demo" -p "PASSWORD" -x
PORT -o AtriumCMDB_counts.txt
"<MigratorInstallationPath>\DeltaDataMigration\Packages\Atrium\AIE\<YOUR
VERSION>\AIE_Package.xml" -d "DDM DATE" -s "SERVERNAME" -u "Demo" -p "PASSWORD" -x
PORT -o AtriumAIE_counts.txt
"<MigratorInstallationPath>\DeltaDataMigration\Packages\Atrium\ProductCatalog\<YOUR
VERSION>\ProductCatalogpackage.xml" -d "DDM DATE" -s "SERVERNAME" -u "Demo" -p
"PASSWORD" -x PORT -o AtriumPCT_counts.txt
"<MigratorInstallationPath>\DeltaDataMigration\Packages\ITSM\<YOUR
VERSION>\ITSM_AST_Package.xml" -d "DDM DATE" -s "SERVERNAME" -u "Demo" -p "PASSWORD"
-x PORT -o Asset_counts.txt
VERSION>\ITSM_Change_Package.xml" -d "DDM DATE" -s "SERVERNAME" -u "Demo" -p
"PASSWORD" -x PORT -o Change_counts.txt
VERSION>\ITSM_SD_Package.xml" -d "DDM DATE" -s "SERVERNAME" -u "Demo" -p "PASSWORD" -x
PORT -o ServicDesk_counts.txt
VERSION>\ITSM_Fnd_Package.xml" -d "DDM DATE" -s "SERVERNAME" -u "Demo" -p "PASSWORD"
-x PORT -o ITSMFoundation_counts.txt
"<MigratorInstallationPath>\DeltaDataMigration\Packages\SRM\<YOUR
VERSION>\SRM_Package.xml" -d "DDM DATE" -s "SERVERNAME" -u "Demo" -p "PASSWORD" -x
PORT -o SRM_counts.txt
"<MigratorInstallationPath>\DeltaDataMigration\Packages\SLM\<YOUR
VERSION>\SLM_Package.xml" -d "DDM DATE" -s "SERVERNAME" -u "Demo" -p "PASSWORD" -x
PORT -o SLM_counts.txt
1.
2.
If you are using Remedy Knowledge Management 7.5.x, make the following modifications.
Note
If you are using a version earlier than 7.5.x, the Delta Data Migration Tool is not supported.
Modify the file, and add the data element for the with Custom_Form_Instruction.xml KMS:Associations
the uniqueID set to . 179
Follow the standard delta data migration process to migrate the custom application data and all other
application data.
Performing the data migration
Performing the data migration
When migrating your data, observe the following guidelines:
Use the same Admin user account to log in to both servers. The upgrade environment is a database restore
of the production environment. BMC recommends that you use one user to do this migration, which will help
to track and debug issues. If you use Demo, ensure that you have the same password for both servers for
that Admin account.
You can run the Delta Data Migration Tool one time or multiple times. BMC recommends that you run the
tool at least twice before you start your production outage, and again after the production outage begins.
The first data migration moves all of the data that has been added or changed since you made the
production backup. The second migration moves only the data that has changed since you started the first
data migration. This ensures that the time required to do the data migration (your outage window) is as small
as possible.
This topic includes the following sections:
Before you begin
To migrate data
Related topics
Before you begin
If you have forms that contain large amounts of data and you want to know the total numbers of records that are
migrated or you want to improve performance, you can set the following configuration settings before running delta
data migration.
The BMC Remedy Migrator file (located in the * migrator* folder under Migrator Configuration.xml <MigratorInsta
) contains the count-enabled attribute which executes select count(*) queries by default and > lledDirectory
calculates the percentage completion (for every 100 records) that is shown in the MigratorCLI command window.
1.
2.
3.
4.
5.
6.
7.
To improve performance if you have a large number of records, you can set the attribute to , which means that false
you only see the number of records processed instead of the percentage. For example: total
<count enabled="false" />
Note
After you set this configuration, you no longer can see what percentage of migration is finished
while delta data migration is running.
To see the percentage of migration completed information while delta data migration is running,
set back to . count enabled true
To migrate data
Use the Delta Data Migration Tool to migrate data from the production server (source server) to the staging server
(destination server) as follows:
Go to the folder. <MigratorInstallFolder>\DeltaDataMigration
Double-click the file to open the Delta Migrations window. DeltaMigration.exe
Click the button next to the field to open the Server dialog box. Source Server
Complete the following fields:
Source Server The source server name (production server).
User Name The user name of the source server and destination servers. The user name should
be the same.
Password The password of the source server and destination servers. The password should be
the same.
TCP Port The default value used by the script. If no port is specified, the default is 0.
Fast/List Port The default is 390635.
Click . OK
Click the button next to the field to open the Server dialog box. Destination Server
Enter the destination server (staging server) information, and click . OK
The Delta Data Migration tool validates the versions on your source and destination servers. It provides a list
of all supported BMC Remedy AR Server products and applications. Applications shown in red indicate that
an appropriate package was not found or is not applicable for your server.
7.
8.
9.
10.
a.
After you click the or button, the file is created and includes Migrate Compare DeltaMigration.log
information about the source and destination servers, the products you selected, date parameters, and the
option that you selected (Migrate or Compare). You can find this file in the same location where you ran the .
file for Delta Data Migration Tool. exe
Note
The destination server data will probably not be consistent until the data up to the all
current time is migrated. You can migrate the data in one or more "chunks" (using the Sta
and fields in the Delta Data Migration Tool to specify the range of data rt Date End Date
to migrate).
To ensure that the destination server data is consistent, (which enter an empty date range
means the stamp) in the field to migrate the final chunk of data. current time End Date
Make sure that the check box is selected. Re-run applications with previous criteria & instructions
This check box is selected by default and should remain selected even if you are re-running the migration
after fixing any data issues.
Note
If you are using the multi-run approach to migrate to minimize your downtime, clear the R
check box after confirming e-run applications with previous criteria & instructions
that the previous delta data migration is error free and has successfully completed.
At this point, delta data migration will migrate based on the new date and selection criteria
that you have specified. If the previous delta data migration had errors, then fix the errors
and run the delta data migration again with the Re-run applications with previous
check box selected. criteria & instructions
Then, the delta data migration will be based solely on the time stamp.
Select all applications that are not shown in red.
In the fields, use the and fields to Fetch Data/Objects Created/Modified After Date Start Date End Date
enter a range of dates (so that you can migrate a "chunk" of data).
The dates allow you to migrate those records that were modified or created in that date range. only
In , enter the timestamp when you want to transfer the data. Start Date from
Data in the forms that are greater than or equal to this timestamp are migrated.
10.
a.
b.
11.
12.
13.
14.
Note
To account for daylight savings time, enter enter the and Start Date End
with a time stamp that is greater than 12:00:00 midnight (for example, Date
). 1:00:00 AM
If this is the first time you are running the migration, the timestamp that
applies is when the production server backup was used to create the
staging server. If this is a multiple-run scenario, the timestamp that applies
is when you initiated the previous run.
In , enter the date with the timestamp when you want to transfer the data (for example, End Date to 12
). /20/2012 1:00:00 AM
You can run the migration multiple times as needed to finish the delta data. For the final migration, do
not enter an end date.
If you are not migrating custom forms data, you can unselect the in the application name list. Custom
When you perform the final delta data migration, select to generate a report: Data count validation
This field (not selected by default) validates the data count from the source and the destination servers and
ensures that the counts match. When you finish, navigate to the folder (by default, Working\Logs <MigratorI
) to review the file. The report lists: >\DeltaDataMigration\Working\Logs nstallDir Count_statistics.csv
Source form name
Destination form name
Qualification
Source record count
Destination record count
Semicolon separated string that lists the errors information with unique index field values for entries
that were not migrated from source server due to the errors.
Note
If you see errors in the report, see Reviewing the migration results and resolving
to fix them. issues
Click or . Migrate Compare
Click to start the data migration. Migrate
All delta data is transferred from the source server to the destination server.
Click to create a comparison result report. Compare
This report can be used to identify all data that has been created or updated in the source server
during the delta time period.
The comparison script generates an result file for each instruction xml file with the instruction .xml
name and suffix . For example: _Compare
Remedy_Service_Request_Management_Compare.xml
The script generates compare result files for each instruction file. These files include all .xml .xml
data entries that are either different (records updated in the source server during the delta period) or
missing (records created in the source server during the delta period) in the destination server.
The Delta Migration window displays and shows the parameters that will be used by the Migrator.
Click to continue with the migration or comparison. Yes
14.
One command window is launched for each application you are running. The windows close automatically
when the process is done or if there is an error.
If you click , the migration or comparison is cancelled. No
Note
If you want to re-run the migration or the comparison, you must wait for all of the
command prompts windows to close before executing a new run.
The command output is available as an HTML log file.
Related topics
Performing the data migration for server groups
Reviewing the migration results and resolving issues
Reviewing the migration results and resolving issues
This page lists activities you should perform after you migrate:
Threshold set for errors
Reviewing log files
Reviewing errors
Resolving unique index violations
Benign migration errors
Related topics
Threshold set for errors
If a form encounters more than a 1000 errors during the delta data migration run, then delta data migration stops
migration of the form and continues with the next one. After you fix the cause of errors, then re-run delta data
migration with the same product selections and date. Delta data migration re-runs for any failed forms and failed
records.
Reviewing log files
After you run the Delta Data Migration (DDM) Tool, you will see a folder under Working <MigratorInstallFolder>\D
. This folder contain the package and instruction xml files for all your products. Under the eltaDataMigration Workin
folder, a folder holds the , and files. These files are discussed below. g Logs .html Compare.xml .mgrresult
The DDM tool creates HTML-based log files by using the package names that have the suffix: .html
Migrate.html
Compare.html
Search the HTML log files for the following keywords:
ERROR Lists the form information and data for a server, API, or SQL error.
WARNING or WARN Describes warnings from BMC Remedy AR System that do not stop the package
migration.
The DDM tool also creates files and comparison output XML files: .mgrresult
Migrate script details The migrate script creates a file for each instruction with the instruction .mgrresult
name and suffix that includes the results of migrating all the form data (entries).The file lists the _Migrate
number of entries that were migrated for each form and includes the same error information (if any) that the
HTML log file contains.Open this file with BMC Remedy Migrator. Examples of BMC Remedy Migrator output
file names are:
ITSM_Package_Migrate.html The migrator log file (you will have one of these for each package).
Remedy_Service_Request_Management_Migrate.mgrresult The migrator result file (you will
have one of these for each instruction file).
Compare script details Apart from the HTML log file, the comparison script also creates an result .xml
file for each instruction with the instruction name and suffix . These files include all data entries _Compare
that are either different or missing in the destination server. (A comparison that is run after a successful
migration should not report any differences in form data, but the report will show differences if a field's data
was changed even if the data is the same.) type
Examples of compare output file names are:
ITSM_Package_Compare.html The compare log file (you will have one of these for each
package).
Remedy_Service_Request_Management_Compare.xml The compare result file (you will .xml
have one of these for each instruction file).
Reviewing errors
This section lists the known errors and warnings that might occur in your log files. Check the log files for errors and
contact Customer Support as needed for assistance.
The following warning in the and HTML files can be ignored: SRM_Package_Migrate SRM_Package_Compare
Keyword Error Description
WARN Instruction Interpreter The Form Name defined in the
mapping file is not the same as
specified in the Instruction File.
This warning occurs due to data
migrating from the SRM:CFG_Rules
Form on the production server to a
different form on the staging server.
The following error in the , , and SLM_Package_Migrate SRM_Package_Migrate SLM_Package_Compare SRM_P
HTML files can be ignored: ackage_Compare
ERROR Comparison Generator Form does not exist on server:
INT:SLMSRS:ConfigServiceTarget:
Defaults.
The error is displayed if BMC
Service Level Management or BMC
integration is not present.
The following error in the and HTML files can be ignored if Atriumpackage_Migrate Atriumpackage_Compare
BMC Atrium Integration Engine or Enterprise Integration Engine is not installed in your servers:
ERROR Migrations [ars81:4] - [ars81:303]-[Form does
not exist on server
EIE:ApplicationSettings]
This error results from the form
being not available in the server.
The following errors in the BMC Remedy Foundation and BMC Remedy Foundation Elements_Migrate Elements_
HTML files can be ignored: Compare
ERROR Migrations An Error Occurred with Data
'CFG:Geography State-Province'
not exist on server CFG:Geography
State-Province]
Form names for these forms and the CFG:Pred-Succ Associations form had a slash (/ ) in their names, which was
changed to a hyphen (-) in BMC Remedy ITSM Suite 7.0.3 Patch 010 and later. Depending on your version, you
might see an error for the form name that contains either / or -. This can be ignored because the data will be
migrated with the form name that matches your server.
The following errors in the and HTML files can be ITSM_Foundation_Migrate ITSM_Foundation_Compare
ignored if the forms are not on your source server:
'AST:AssetAdvancedSearchCriteria
not exist on server
AST:AssetAdvancedSearchCriteria]
ERROR Migrations An Error Occurred with Data '
AST:CILifeCycleStatus '
not exist on server
'AST:CILifeCycleStatus']
The following errors in the and BMC Remedy Task_Management_Migrate BMC Remedy Task_Management
HTML files can be ignored if the forms are not on your source server: _Compare
'TMS:RelationshipsInterface_Create'
ERROR Migrations [ars81:4] - [ars81:303] - [Form does
not exist on server
'TMS:RelationshipsInterface_Create'
]
The following errors in the BMC Remedy Foundation and BMC Remedy Foundation Elements_Migrate Element_C
HTML files can be ignored if the forms are not on your source server: ompare
'CFG:HTMLCatalog'
not exist on server
'CFG:HTMLCatalog']
If you run a compare report after a successful migration, then no data with "state=different" or missing data is
expected. The compare report should not report any differences.
The output file might report the following differences, Remedy_Contract_Management_<datetime>_compare.xml
which can be ignored because the source server does not have default value data for the fields listed. However, the
destination server does have this data.
<data destination-form="CTR:ContractBase" source-form="CTR:ContractBase"
unique-field-id="179"> {{<entry entry-id="000000000000001"
id="CO0050560C63F20vnfQwlG06AALAMA" state="different">
<field id="260600003" name="Purchase Cost" state="different" />
<field id="260600004" name="Renewal Cost" state="different" />
<field id="270002042" name="Cost per Asset" state="different" />
<field id="270002043" name="Cost per Component" state="different" />
If you are migrating data from BMC Remedy ITSM versions 7.0.02 or 7.0.03 with or without patches, you will see the
following errors in the file. This is a known issue that occurs because ITSM_Foundation_migrate_<datetime>.html
data migration in the APR:Approver Lookup and APR:SYS-Approval Definition forms is not supported.
The following errors might appear for the APR:Approver Lookup form:
'APR:Approver Lookup'
ERROR Migrations [ars81:4] - [ars81:986] -
[ars81:Currency fields can not be
used for grouping.]
The following errors might appear for the APR:SYS-Approval Definition form:
'APR:SYS-Approval Definition'
ERROR Migrations [ars81:4] - [ars81:985] - [ars81:No
active Currency Code found on the
Currency Code form.]
If you are migrating data from BMC Remedy ITSM versions 7.0.02 or 7.0.03 with or without patches, you will see the
following errors in the , ITSM_Change_Management_migrate_<datetime>.html ITSM_Change_Management_co
, and files mpare_<datetime>.html Remedy_Change_Worklog_DetailDesc_Null_<datetime>_migrate.mgrresult
. You can ignore these errors as the form does not exist on your source server.
ERROR Migrations An error occurred with Data
RMS:WorkLog
ERROR Migrations [ars81:4]-[ars81:303]-[Form does not
exist on server RMS:WorkLog]
If your source BMC Service Request Management version is 2.2 or 2.2 patch 1, you might see the following errors in
the log file, and you can ignore these errors as they are benign. .html
'WOI:Associations'
ERROR Migrations [ars81:4] - [ars81:303] - [Form does
not exist on server
WOI:Associations]
The SRD:AuditDisplay form is not to be updated during the delta data period, so the following errors can be ignored:
1.
a.
b.
c.
d.
e.
f.
g.
2.
'SRD:AuditDisplay'
ERROR Migrations for this form does not match that in
owning application
SRD:AuditDisplay]
ERROR Migrations [ars81:4] - [ars81:9858] - [ars81:The
application is not licensed Remedy
Service Request and Catalog
System]
Resolving unique index violations
A unique index violation can happen in the following scenarios:
The request ID coming from the source server is already used by another record in the destination server.
This can happen if the same record is already on the destination server, but is using a different ID.
The request ID is not used, but the GUID (value for field 179) or the unique indexed field of that form is used
by another record in the destination server. This can be caused by test data created on the destination
server, which has the same ID as an item being imported.
These situations can occur if test data is created on the destination server but is not reverted to a clean state, or if
an escalation or a process(such as from Atrium Integration Engine, DSO, or Reconcilation Engine) has not been
disabled and created these records on the destination server.
An error looks something like this:
ERROR Migrations 07:01:32 : [4][The value(s) for this entry violate a unique index
that has been defined for this form schema: CTM:Support Group Alias, entry:
SGS000000006670, 2 unique index(es), field(s): 1000000079 1000000293 179]
To resolve index violations
Delete the records with the duplicate indexesfrom the destination server.
Find the entry ID (field ID 1) in the error message.
Search the for a record with that field ID. source server
Find the fields and the values of the unique index fields from that form.
On the server, run a search with those values(not with the field ID 1). destination
Review the data and see if the values for Field ID 1 and field 179 are different.
Look for the Last Modified By and Date to confirm who created or updated the record.
After you confirm that it is a duplicate, delete the record on the destination server.
Run the Delta Data Migration Tool again with same product selections and date used, so that DDM can look
into the working folder instruction xml files and only process records in forms that had errors.
2.
You should choose the products or applications you selected during the previous run even if some of them all
did not have errors for the re-run. Otherwise, the working folder is replaced and DDM is not be able to
process only the records with errors.
Benign migration errors
In any form, you might see the following errors:
ERROR Migrations [Migration failed for schema
BMC.CORE:BMC_BaseElement.
Entry missing for entry id
:000000023575792]
ERROR Migrations An Error Occured with Data
'BMC.CORE:BMC_BaseElement'
ERROR Comparison Generator Form does not exist on server:
CMDB.SC:ServiceContextAuthentic
ationInfo
ERROR Migrations If your source (current production)
server is running BMC Atrium
7.6.0.3, you might encounter the
following error in the Product_Catal
and og_package_Migrator Produc
HT t_Catalog _package_Compare
ML files:
[4] -[303] -[Form does not
exist on server
PCT:TrustedDataset]
This form exists on the destination
(upgraded) server but is not
available in Atrium 7.6.03 version, so
you can safely ignore this benign
error.
These errors are benign, and you can safely ignore them. The Delta Data Migration Tool is run with a live source
server, and you have not yet committed the record ID that the utility is trying to migrate. Therefore, the record ID so
not in the source server's database yet.
Related topics
Restrictions on product activities in production after restoring database on staging server (with overlays)
1.
2.
3.
4.
5.
1.
2.
You can add custom forms to the Delta Data Migration package so that you can migrate the data in these custom
forms. You can do this manually or with the Customer Form Instruction Generation tool.
You can also update a field mapping file to correct customer-defined fields in the BMC Remedy reserved range.
Manually adding custom forms to the package
Open the instruction file in the Custom_Form_Instructions.xml <migratorInstallFolder>\DeltaDataMigrati
folder. on\Custom
The file will contain information that is similar to the instructions XML example.
Provide your custom form name and the unique field IDs (unique index field IDs) in their respective tags.
Follow the same process for all of the forms that you need to add.
Open the package file in the Custom_Form_Package.xml <migratorInstallFolder>\DeltaDataMigration\C
folder. ustom
Provide the instruction XML file names in the package XML file:
<instructions file="Custom_Form_Instructions.xml type="all" command="migrate"
enabled="true">
<instruction name="Custom_Form_Instructions"> </instructions>
Save the instruction and package XML files.
Now, you are ready to run the migrate and compare scripts for the custom package. The new package will
run in parallel in a separate command window in the same way as the Delta Data Migration out-of-the-box
package files.
Adding custom forms to the package by using the Customer Form Instruction Generation tool
If you do not have the list of your custom (non-BMC) regular forms, run the following batch files as outlined in the
following procedure:
The utility Finds all of your custom forms from the AR System server migratorFindCustomForms.bat
that are not recognized as BMC Software forms. The utility generates a CSV file that includes the list of all
custom form names with their unique indexes.
The utility Uses the generated CSV file as the input, and creates the migratorCSV2Instructions.bat Cus
file for the custom forms in the CSV file. tom_Form_Instructions.xml
To add custom forms to the package by using the Customer Form Instruction Generation tool
Navigate to the <MigratorInstallFolder>\Migrator\migrator\DeltaDataMigration\Utilities\migratorUtilities
folder.
Run the utility by using the following syntax: migratorFindCustomForms
migratorFindCustomForms.bat -s <sourceARServerName> -u <adminUserID> -p
<adminPassword> -P <ARServerPort>
For example:
2.
3.
4.
5.
6.
7.
8.
9.
1.
2.
3.
migratorFindCustomForms.bat -s test.bmc.com -u Demo -p "" -P 2020
Open the output file in a text editor or spreadsheet application. Customforms.csv
If a form is included in the list but should not be migrated, remove the entire line.
Forms that are used for testing or to keep temporary data should not be included. If you are not sure, it is
better to include the form in the migration. Migrating a form multiple times is permitted.
Note
You can save the names of forms to be excluded in a separate file, then you can use that
file the next time you run migratorFindCustomForms.
Save the changes you made to the file. Customforms.csv
Run the utility by using the following syntax: migratorCSV2Instructions
migratorCSV2Instructions.bat -i Customforms.csv
For example:
migratorCSV2Instructions.bat -i Customforms.csv
This utility generates an instruction file that BMC Remedy Migrator reads and uses for the migration.
Verify that the output file is . Custom_Form_Instructions.xml
Open file, and ensure that the name inside of the xml file has the same Custom_Form_Instructions.xml
name "Custom_Form_Instructions."
Copy the files to the directory. (You can overwrite the Custom_Form_Instructions.xml Packages\Custom
same file in the directory.)
Now, the custom package is ready to be used. On the DDM user interface, when you select Custom, this
custom package is selected, and the migration for the custom forms is executed.
Updating a field mapping file if you ran ARCHGID utility before or during an upgrade
If you used the BMC Remedy AR System utility to to fix customer-defined fields in the BMC Remedy ARCHGID
reserved range and a field ID was updated, you must add the source and destination field mapping information in a
field mapping file. .arm
The utility is not supported. For information about this utility, see ARCHGID https://communities.bmc.com/communitie
. s/docs/DOC-19172
To create or update an .arm file and update the reference in the instruction XML file
Warning
Perform these steps only if you used the utility. ARCHGID
Under the folder, open the correct version's folder. packages
Open the instruction file that needs its form mapping information to be updated.
3.
4.
1.
2.
3.
a.
Create a mapping ( ) file and map the custom source field ID to the destination field ID (which has a new .arm
ID after running the utility). ARCHGID
The following figure shows an example of a mapping file:
Add the mapping file name to the form reference in the instruction file, as shown in the following example:
Post-migration procedures
Performing the data migration for server groups
Perform the delta data migration on the primary staging server.
At this point, the outage window has begun and the final data migration is complete.
If you are using a load balancer the mid tiers, make all mid tiers areunavailable in the load in front of
balancer.
If you are using a load balancer the mid tiers and the BMC Remedy AR System servers, between
make all BMC Remedy AR System servers unavailable in the load balancer.
Stop all AR System servers in the server group.
Promote the staging server to the production server group.
3.
a.
b.
c.
d.
4.
a.
b.
c.
5.
a.
b.
c.
d.
e.
6.
7.
Rename the staging server to the same host name as the production administration server.
The staging server will replace the original administration server in the server group.
Make the administration server available in the load balancer.
Verify that you can connect to the administration server by using the AR System server Virtual IP
(VIP).
If you have not already done so, upgrade one of the mid tier servers.
Note
Because the mid tier server is backwards compatible, you canthe upgrade the mid tier
servers the AR System server upgrades. before
After the upgrade, flush the mid tier cache to update it for the latest release.
After the mid tier cache is refreshed, make the mid tier available in the load balancer.
Verify that you can connect to the AR System server through the mid tier VIP.
At this point, the production environment is running in a diminished capacity (there is one mid tier and
one AR System server).
Upgrade each secondary AR System server in the server group.
Point the database client to the newly-upgraded database instance that is set up on the staging
server.
This is the new production database.
If needed, update the BMC Remedy AR System server configuration file with the new database
connection information.
Upgrade each BMC Remedy components by following the upgrade instructions provided with each
component.
Follow any special instructions related to server group environments. Upgrade in the following order:
BMC Atrium
BMC Remedy ITSM
BMC Remedy Knowledge Management
BMC ProactiveNet Performance Management
Verify that you can connect directly to this AR System server.
Make each AR System server available in the load balancer.
Upgrade the remaining mid tier servers by following the procedure in step 5.
Note
This step should be done in parallel with the upgrade of the secondary AR System server,
or before beginning the upgrade of the production server group.
6.
7. Review the server group managed services to ensure that the rankings for the services are set up correctly in
the AR Server Group Operation Ranking form.
The production environment is now fully functional and at full capacity.
Related topics
Performing the data migration to learn about the Delta Data Migration process
Important
After a successful migration, back up the staging server database.
Complete the following steps after you complete the delta data migration.
Updating fields in forms for delta data
Updating multi-tenancy fields on forms for delta data records
Validating the migration
Running the RKM Conversion Tool after performing the migration
Synchronizing form IDs to the destination server
Migrating a modified service target or agreement after initial migration
Additionally, reset the changes you made prior to the delta data migration (see ). Server configuration adjustments
Configuring after upgrade
Updating fields in forms for delta data
During the post-upgrade portion of the installation, fields in some forms are updated through workflow triggered by
the form. To update the fields for the delta data, complete the following procedures and apply MSM:MigrationTasks
these packages into your destination server.
Applying the BMC Atrium Core post-DDM packages
Applying the BMC Remedy IT Service Management post-DDM packages
Applying the BMC Knowledge Management post-DDM packages
Applying the BMC Service Request Management post-DDM packages
Applying BMC Service Request Management 2.2.00 post-DDM packages
Applying the BMC Atrium Core post-DDM packages
When the source version of BMC Atrium Core is 8.0 (or earlier) and the target version is 8.1 (or later), fields in these
Atrium Core forms are updated through workflow triggered by a staging form during the post-upgrade portion of the
1.
2.
3.
4.
installer. To update the fields for the delta data, . To apply the BMC Atrium Core post-DDM packages
The following data transformation changes are the results of updated functionality. These changes are already been
done while upgrading BMC Atrium Core from version 8.0 (or earlier) to 8.1. To update the fields for the delta data,
apply the package in your destination server.
Description of change How to verify
Update existing records to reflect or correct the actual
CMDB class names in the CategorizationSchemaKey
field. word
Updated schemas are:
PCT:Product Catalog
PCT:LoadModelVersionPatch
PCT:LoadProdCatAliasMapping
PCT:LoadProdComAssoc
PCT:LoadProdModelVersion
PCT:LoadProductAlias
PCT:LoadProductCatalog
PDL:ESIDapps
PDL:ESIDappsCustom
For the CMDB.SC:ServiceContextAuthenticationInfo*
form, fields and are set with a 530070260 530070280
default value of , AUTO_FILLED_BY_DDM_PROCESS
if they were null or empty earlier. The changes are done
because the fields been made mandatory in this
version.
Review the field values in the
CMDB.SC:ServiceContextAuthenticationInfo* form.
To apply the BMC Atrium Core post-DDM packages
Complete the following procedure if your Product Catalog version is 8.0 or later.
Note
Run the Delta Data Migration Tool to migrate data for all applications, including BMC Knowledge
Management. After the migration has completed, install the BMC knowledge management
post-delta data migration bundle.
Open a command window, and change to the folder. Utilities\post_DDM\Atrium\patches
Run the batch file with the following command-line options:
setup.bat <destinationServer> <user> <password> <port>
Follow the prompts and wait for the batch file to finish.
Check the logs located in the folder to ensure that the package Utilities\post_DDM\Atrium\patches\Logs
installed correctly.
4.
If there are any errors, correct them before re-installing the bundle.
Applying the BMC Remedy IT Service Management post-DDM packages
When the source version of BMC Remedy IT Service Management is 8.0 (or earlier) and the target version is 8.1.00
(or later), fields in these ITSM forms are updated through workflow triggered by a staging form during the
post-upgrade portion of the installer. To update the fields for the delta data, see To apply the BMC Remedy IT
. Service Management post-DDM packages
The following data transformation changes are the results of updated functionality. These changes are already been
done while upgrading BMC Remedy ITSM from version 8.0 (or earlier) to 8.1.00. To update the fields for the delta
data, apply the package in your destination server.
Click to view the data transformation changes
Description of change How to verify
Migrates all the data from the old Change Calendar
forms to new Change Calendar forms. Because the
schema structure is different from the old calendar to
the new calendar, the user defaults of user were
migrated to Filters and Preferences, and Saved
Searches were migrated to new Saved Searches
forms.
Check the user-specific data on the , NGC:Filters NG
and C Preferences CHG:CHGNGC:SavedSearches
forms. %
Removes the non-English data from the Derived
form for records where Factors "Risk Factor
. Due to changes in Type" = "Derived Rating
logic for showing risk reports, non-English records are
no longer required in that form. This change does not
impact any previous functionality of risk reports.
Check the records in the form. Derived Factors
Corrects the customer data with respect to approval
processes as Change Management deprecates the CI
and IA of level processes and introduces a single
CI-IA process. All records must be updated with the
respective change.
Re-check your change requests for the CI or IA
process. All of these approval processes will be
replaced with the new CI-IA process. In the scenario
where the record is in approval stage and using CI or
IA process, you can see no changes have been done.
Corrects the form APR:SYS-Approval Definition
data for release data where the "For Stage Number"
field is updated with & "For Status Reason Int"
corresponding enumid values. Because these
changes were made in 8.0, the records before 8.0
must be updated accordingly.
Check the records on the APR: SYS-Approval
form. Definition
Removed the records in the VIS:ProcessAccelerator
form, so that Approve and Reject options are not Item
visible on Change or Release forms. Because
Approving or Rejecting from the process flow bar
causes some issues with re-loading the change, they
were removed from the process flow bar. Hence this
action is required.
Check the Change or Release form where it is in an
Approval phase. No Approve or Reject buttons should
be visible.
Corrects the value of Priority. Initially the value of 'Pr
was exclusively driven by . iority' 'Urgency'
Now records are updated so that is 'Priority'
based on both and . 'Impact' 'Urgency'
Check the priority of a new change request.
Corrects the records of the SYS:Notification
form for Change Approval template where it Message
updates the form with "CHG:ChangeAPDetailSign
. The notification triggering form was changed ature"
in 8.0, so this fix is required. This fix also corrects the
form records where the Form Financial Association
Name 01 field value is updated from the CHG:Infrastr
ucture Change Classic to CHG:Infrastructure
form. Change
Check the Approval-related notification template of the
form. For financials, SYS:Notification Maessages
check the form for updates. Financial Association
Corrects important form data. The People Foundation
records are updated with AlternateID using LoginID.
Also corrects the Approval Mapping for Individual
based on the status of People records and for Group
Mapping based on Group Status and Approval role.
The Event name in the form CFG:Assignment
changed from Assignee to Coordinator, so that
Incident Manager becomes the Incident Coordinator,
similar to Change Management and Problem
Management. These changes were made because of
issues observed in functions and processes of the
consuming applications.
Check the People records, Approval mappings, and
Assignments for corrected data.
Corrects the Predefined My Searches in the Asset
console where it refers to the Management AST:Rela
form for searches instead tion_BaseElement_Locale
of . These changes were made to AST:BaseElement
allow more locale specific searching capability.
Check the changes in the records of predefined
searches.
MSM:MigrationTasks form runs the following
tasks.

UPDATE_CHG_LEVEL_APR_PROCESSES_2_CIIA
task that updates the following Change Level
processes (which are being discontinued) to the
corresponding Change Level CI-IA process:
Change Level - Business
Change Level - Close Down
Change Level - Implementation
Change Level - Review
Change Level CI - Business
Change Level CI - Close Down
Change Level CI - Implementation
Change Level CI - Review
Change Level IA - Business
Change Level IA - Close Down
Change Level IA - Implementation
Change Level IA - Review
This task also updates the sort order in the
APR:SYS Approval Definition (Approval Process
Configuration) form. If the sort order was
previously specified, it is not changed. If the sort
order was previously specified no additional not and
qualification was specified, the sort is set to 100;
otherwise, the sort order is set to 10.
In the APR:SYS Approval Definition (Approval
form, verify that the process Process Configuration)
name and sort order are changed for entries for the
CHG:Infrastructure Change form.
Note
If the Status is Proposed and the Sort
Order field is empty, the procedure in
"Updating fields in forms for delta data"
does not update the Sort Order field.
UPDATE_FINAssociation_DATA_4_Classic_2_CH
G task that changes the value in the fi Form Name 01
eld from to CHG:Infrastructure Change Classic CH
in the FIN:Association form. G:Infrastructure Change
If there was an entry in the FIN:Association form with
in the CHG:Infrastructure Change Classic Form
field, verify that this value was changed to Name 01 C
. HG:Infrastructure Change
RMS_APR_POPULATE_STATUSREASONINTFIEL
DS task that updates the entries to populate the new
status reason integer fields ( a FromStatusReasonInt
nd ) with corresponding ToStatusReasonInt
enumerated values for the status reason.
If an entry for the RMS:Release form exists in the
Approval Process Configuration form for any phase
that has a for every status ( , Status Reason Begin Ap
, , and ), export this proved Rejected No Approvers
entry into a file, and verify that the .csv FromStatusR
(ID: 303554300) and (I easonInt ToStatusReasonInt
D: 303804100) fields have values.
UPDATE_CHG_LEVEL_APR_PROCESSES_
task that deletes 2_REMOVE_DUPLICATE_PHASE
the duplicate review phase record from the APR:SYS
Approval Definition form. (This record was introduced
during the upgrade from BMC Remedy IT Service
Management 7.6.03 to 7.6.04.) This task also deletes
records that were introduced in version 7.0.3 for the
Close Down approval.
Verify the status is marked as Deleted if there is any
duplicate entry in the APR:SYS Approval Definition
(Approval Process Configuration) form.
UPDATE_CHG_DATA_2_SET_APR_PROCESSLIST
task that updates and initializes the approval process
list that is required for Approval Preview in the BMC
Remedy Change Management application. This list
was not persisted in earlier releases, but has been
made to persist with version 8.1 and later versions to
optimize the roundtrips to the AR System server.
Verify that the preview of approver list shows the
approvers for change requests for which approval
mapping was added and moved to the next review
approval phase. (You may need to refresh the change
request to check the approver list.)
UPDATE_APDETAIL_4CHGLEVEL_PROCESSES_
2_
u CIIA_WHEN_PROC_NOTSTARTED_ADDOC_APR
pdates approval process names if the application has
not started approval process if ad-hoc approvers and
were added prior to the upgrade against the
processes being deprecated.
Verify that the process name was changed to the Cha
process for the change request for nge Level CI-IA
which an ad-hoc approver was added where the and
approval process was started. In addition, Verify not
the process name was changed to the not Change
process for the change request for which Level CI-IA
ad-hoc approver was added where the approval and
process was started.
UPDATE_PRIORITY_BASEDON_URGENCY_IMPA
CT updates the value in the field in the Priority
CHG:CFG-Prioritization (Prioritizations) for Global
Company form based on the values in the and Impact
fields. (In previous versions, was Urgency Priority
based only on .) Urgency
Verify that the value in the field (for example, Priority
Critical) in the CHG:CFG-Prioritization (Prioritizations)
for Global Company form is updated based on values
in the (for example, 1-Extensive/WideSpread) Impact
and (for example, 2-High) fields. Urgency
1-Extensive/WideSpread 2-High Critical
1-Extensive/WideSpread 3-Medium High
4-Minor/Localized 2-High Medium
3-Moderate/Limited 1-Critical High
4-Minor/Localized 1-Critical High
APPR_MAPPING_FIX_ASSIGNMENT_AVAILABILI
TY corrects the Approval Mapping for base individuals
d on the in the People record and for b Status groups
ased on the group's and the presence of Status
anyone in the group with the approval role.
Not applicable
UPDATE_CHG_AP_PROCESS_CONFIG_N_NOTIF
Y identifies configuration changes (if any) in the
AP:Process Definition form for all out-of-the-box
approval processes, and notifies configuration users to
review the changes manually.
Verify that configuration users are notified if any
configuration changes were made in the AP:Process
form for all out-of-the-box approval Definition
processes.
1.
2.
3.
4.
5.
Displaying process designer diagrams in Internet Explorer
If you want the process diagrams to display in Internet Explorer, you must set preferences in the Internet
Explorer browser.
To display process designer diagrams in Internet Explorer
In Internet Explorer, click , and then select . Tools Internet Options
Click for Browser History. Settings
Select for Check for newer versions of stored pages. Every time I visit the page
Click on the Temporary Internet Files and History Settings dialog box. OK
Click on the Internet Options dialog box. OK
Localizing BMC Remedy ITSM Process Designer field labels
You can localize field labels in BMC Remedy ITSM Process Designer to display the wizard in different languages.
Select o access the dialog box. Tools > Localization t Localization Configuration
Localization Configuration dialog
You can localize the following fields:
Field Description
Company Company to which the field type is attached
Field Type Can be Task Name, Task Description, Process Field,
Process Field Help Text, Wizard Outcome label
Locale Different country and language combinations
Original Text Text for each field type that needs to be localized.
Existing values (depends on your access permissions)
for all field types are displayed in the dropdown menu.
Localised Text Text for each field type that will be displayed for the
associated field type
Keyword Unique identifier for each Company, Field Type, Locale
and Original Text combination. The keyword is
converted to uppercase, and all special characters are
converted to underscores.
Maximum length: 255 characters
To set the preferred locale in BMC Remedy ITSM Process Designer, configure the field in the User Locale
ARSystemUserPreference form.
ARSystemUserPreference form
Creating application users in BMC Remedy ITSM Process Designer
For information about how to create application users in BMC Remedy ITSM Process Designer, see Adding people
. information
Note
Use the form in the Application Administrator Console to add these CTM:People
permissions.
A fixed or a floating license should be provided to the user.
You must be assigned one of these user roles to log on to the BMC Remedy ITSM
Process Designer client or to update BMC Remedy ITSM Process Designer configuration
data.
In the field, select the group. Group List Process Designer Administrator
Work information
Work information logs are components that track work history. They replace the work diary fields used in versions of
the BMC Remedy ITSM applications earlier than version 7.0.
Each Work Info entry is stored as a separate record in a BMC Remedy AR System form. This approach enables
easy reporting and searching of the Work Info entries associated with any particular record.
Each Work Info entry can contain up to three different attachments. The attachments can be associated with the
work notes, which results in the attachments being tied to the record. This provides context to the attachments and
makes it easy to find them. It also enables unlimited attachments to be associated with any particular record.
The work log system also enables record locking, making records public or hidden, and categorizing the records.
Each application uses a separate work log form, but these separate forms use the same structure and workflow.
This disperses the processing of Work Info records to forms that are specific to each application.
Using Global search
If you have BMC Knowledge Management installed, you can use the Global search feature in any of the BMC
Remedy ITSM application consoles.
Global search searches across multiple forms for records that match a word or phrase that you type in the search
area.
Note
Global search results include information only from the forms that you have permission to
access. That is, you need permission to access an application to have its records appear
in the search results.
The Global search does not include BMC Asset Management CI's .
To use Global search
Limitation
Special characters and boolean expressions in Global search
Related topics
1.
2.
3.
To use Global search
In the text field to the right of the breadcrumb bar, type your search string and then click the Search icon.
Global search
Locate the record you want in the search results table and double-click it.
The record opens in the viewing area and the system updates the breadcrumb trail with an entry for the
record you opened.
Note
As you drill down through the record, each record you open is also added to the
breadcrumb trail.
If you want to maintain the contents of the search results table to view later, do not
change the text in the Search field. If you do, when you click the icon to return to Search
the search results table, the search feature will execute a new search based on the
changed content of the Search field.
To return to the search results table, click the icon again. Search
Limitation
Global search results might include external files that have been registered as knowledge base items. If the search
conditions are fulfilled by XML or HTML files that have been registered in this way, the Global Search Results
screen appears distorted due to the tags that are used in XML and HTML files. Additionally, the li Advanced search
nk on the search results screen becomes unresponsive.
Asset CIs are not included in the Global Search.
Special characters and boolean expressions in Global search
Global search uses Full Text Search (FTS) to find the search strings in requests and other records. Some
characters are used to control the search criteria, as indicated in the following table.
Special characters and their results
Special character Results Example search string Example results
" Performs a phrase search
on the terms enclosed in
double-quotation marks (")
"firewall blocked"
firewall blocked her
access
firewall blocking my
access
, Find requests that contain
any of the specified words
firewall, blocking
"firewall, blocking"
firewall blocks access
firewall will block access
firewall is not working
try blocking his access
% Wildcard to extend the
search
You do not need to Note:
use a wildcard to extend
the search for word stems,
such as "ed," "s", and
"ing," because word stems
are automatically included.
%fire%
backfire
file
firewall
Note
Searches that start with a wildcard character are not as efficient as searches that use an exact
phrase or a trailing wildcard. For example, searching for the term "%block" is less efficient than
searching for either "block" or "block%".
You can use use boolean expressions in your search. Boolean operators include parentheses (), AND, OR, and
NOT. The boolean operators must be specified in upper case; otherwise, they are treated as search strings.
Boolean operators and their results
Boolean operator Results Example search string Example results
AND Find requests that contain
all of the specified words
and phrases
firewall AND blocking
OR Find requests that contain
any of the specified words
and phrases
firewall OR blocking
firewall is not working
try blocking his access
NOT Exclude the specified word
or phrase
firewall NOT blocking firewall is not working
() group expressions firewall AND (block, allow)
firewall blocking access
set up firewall to allow
access
Global search results reflect both the search terms and the configuration of full text search. Configurable options that
affect search results include case sensitivity, the list of ignored words, thesaurus, and stemming. For more
information about full text search, see . Enabling full text search
Related topics
Configuring full text search
Global search indexed fields
This section provides a list of the fields on each form that are indexed for use by Global search. The information in
these fields can be found by Global search.
Activity form indexed fields
Help Desk form indexed fields
Infrastructure Change form indexed fields
Known Error form indexed fields
Problem Investigation form indexed fields
Release form indexed fields
Solution Database form indexed fields
Task form indexed fields
Work Order form indexed fields
Activity form indexed fields
The following is a list of the fields on the Activity form (AAS:Activity) that are indexed for use by Global search.
Field Field ID
Activity ID 1000000182
Assignee 1000003230
Assignee Support Company 1000003228
Assignee Support Group 1000003229
Assignee Support Organization 1000003227
Company 1000000001
Notes 1000000151
Region 200000012
Request ID 10000006
Site 260000001
Site Group 200000007
Summary 1000000000
z2TF Work Log Description 301389926
z2TH WorkLog 301389923
Help Desk form indexed fields
The following is a list of the fields on the Help Desk form (HPD:Help Desk) that are indexed for use by Global
search.
Field Field ID
Assigned Group 1000000217
Assigned Support Company 1000000251
Assigned Support Organization 1000000014
Catagorization Tier 3 1000000065
Categorization Tier 1 1000000063
Closed Date 1000000564
Company 1000000082
Contact Last Name 1000005782
Customer Last Name 1000000018
Detailed Description 1000000151
Incident Number 1000000161
Manufacturer 240001003
Owner 1000000715
Owner Group 1000000422
Owner Support Company 1000000426
Owner Support Organization 1000000342
Product Categorization Tier 1 200000003
Product Model/Version 240001005
Product Name 240001002
Region 200000012
Reported Date 1000000560
Resolution 1000000156
Service 303497300
Service Request ID 301572100
Site 260000001
Summary 1000000000
z2TH HPD Worklog 301389614
Infrastructure Change form indexed fields
The following is a list of the fields on the Infrastructure Change form (CHG:Infrastructure Change) that are indexed
for use by Global search.
Field Field ID
Change Coordinator 1000003230
Change Coordinator Group 1000003229
Change Coordinator Support Company 1000003228
Change Coordinator Support Organization 1000003227
Change Manager 1000000403
Change Manager Group 1000000015
Change Manager Support Company 1000000251
Change Manager Support Organization 1000000014
Company 1000000001
Infrastructure Change ID 1000000182
Region 200000012
Service 303497300
Site 260000001
Summary 1000000000
Vendor fields
z2TH Worklog 301389923
Known Error form indexed fields
The following is a list of the fields on the Known Error form (PBM:Known Error) that are indexed for use by Global
search.
Field Field ID
Assigend Group 1000000217
Assigned Group Pblm Mgr 1000000837
Assignee 1000000218
Company 1000000001
Known Error ID 1000000979
Service 303497300
Summary 1000000000
Support Company Pblm Mgr 1000000834
Support Organization Pblm Mgr 1000000835
Tempoarary Workaround 1000000855
Vendor Name 1000000396
z2TH PBM Worklog 301389875
Problem Investigation form indexed fields
The following is a list of the fields on the Problem Investigation form (PBM:Problem Investigation) that are indexed
for use by Global search.
Field Field ID
Assigned Group Pblm Mgr 1000000837
Assignee 1000000218
Company 1000000001
Problem Investigation ID 1000000232
Region 200000012
Service 303497300
Site 260000001
Summary 1000000000
Support Company Pblm Mgr 1000000834
Support Organization Pblm Mgr 1000000835
Temporary Workaround 1000000855
Vendor Name 1000000396
Release form indexed fields
The following is a list of the fields on the Release form (RMS:Release) that are indexed for use by Global search.
Field Field ID
Company 1000000001
Region 200000012
Release Coordinator Group 1000000015
Release Coordinator 1000000403
Release Coordinator Support Company 1000000251
Release Coordinator Support Organization 1000000014
Release ID 303489800
Service 303497300
Site 260000001
Summary 1000000000
Vendor fields
z2TH Worklog 301389923
Solution Database form indexed fields
The following is a list of the fields on the Solution Database form (PBM:Solution Database) that are indexed for use
by Global search.
Field Field ID
Abstract 1000000000
Assignee 1000000218
Company 1000000001
Department 200000006
Organization 1000000010
Region 200000012
Searchable 1000001469
Site 260000001
Solution 1000001203
Solution Database ID 1000001204
Summary 1000001202
Task form indexed fields
The following is a list of the fields on the Task form (TMS:Task) that are indexed for use by Global search.
Field Field ID
Assignee 10010413
Assignee Support Company 1000000251
Assignee Support Group 10002506
Assignee Support Organization 1000000014
Catagorization Tier 3 1000000065
Company 1000000001
Name 10007000
Notes 10000101
Region 200000012
Request ID 10000006
Site 260000001
Summary 8
Task ID 1
z2TF_WorkInfoSummary 10000547
z2TH_Worklog 10000523
Work Order form indexed fields
The following is a list of the fields on the Work Order form (WOI:WorkOrder) that are indexed for use by Global
search.
Field Field ID
Company 1000000001
Region 200000012
Request Assignee 1000003230
Request Assignee Support Organization 1000003227
Request Assignee Support Company 1000003228
Request Assignee Support Group 1000003229
Request Manager 1000000403
Request Manager Group 1000000015
Request Manager Support Company 1000000251
Request Manager Support Organization 1000000014
Service 200000020
Site 260000001
Summary 1000000000
Work Order ID 1000000182
z2TH WorkLog 301389923
BMC Remedy ITSM provides a variety of predefined reports to give you quick and easy access to information about
your system. Use the Report console to generate these reports. If the predefined reports return more information
than you need, you can manage the scope of the report using qualifications. See the following topics:
Generating a standard report
Using qualifications to generate a report
Using advanced qualifications to generate a report
From the Applications menu, choose to view customized reports. This Quick Links > AR System Report Console
release of BMC Remedy ITSM integrates the Crystal Reports from version 7.6.00 and Web reports from version
7.6.01. On the web interface, a number of reports are available in the Web format. Additional Crystal Reports are
available only if users have a valid Crystal Reports license and have chosen to install them for the web at the time of
installation.
Note
Customer Support can only provide limited assistance if you modify predefined reports and have
a reporting problem. In addition, there is no guarantee that BMC Customer Support can solve
problems that result from these modifications. The standard reports included with the BMC
Remedy ITSM application are designed to be used without modification.
1.
2.
3.
4.
5.
6.
7.
Warning
If your database does not support the Not Equal To argument in this format: "!=", the content of
your reports can be affected. Reports that have additional qualifications that filter out Group By
fields (for example, 'Department' != "Engineering") also filter out the specified conditions and
records that have Group By fields set to Unspecified or Null. Check with your system
administrator to determine whether your database supports this form of the Not Equal To
argument.
Generating a standard report
Use the following procedure to generate a standard report without qualifications. To generate a report with
qualifications, see one of the following topics:
To generate a report without qualifications

In the navigation pane on the application console, choose . Functions > Reports
On the Reporting console, select one of the options under : Show
All Reports, which displays all available reports
Created by me, which displays reports that you created
Under , select . Category applicationName > reportCategory > reportName
A list of available reports is displayed. Reports are organized by category, some of which contain
subcategories. The reports that you see vary according to which applications are installed.
Select the report that you want to run.
Click . Run
If you select a report that requires additional parameters, you are prompted to enter the required
parameters. For example, if the selected report requires a date range, the date range field appears.
Enter the required parameters, and click . OK
If the report displayed is a web report, you can specify the following additional options:
Toggle Table of Contents Display the table of contents for the current
report
7.
1.
2.
Export Report Export the report to a file of the specified format
To export the report, select the appropriate page
options, and click . The following formats are OK
available under the Export Format list:
Excel
PostScript
PDF
Word
PowerPoint
Print Report Print the report to HTML or PDF format
Using the web based reporting console to create and run adhoc reports (video)
Disclaimer
Although the concepts and procedures presented in this video are correct, the user
interfaces shown are not current.
Related topics
For more information on creating reports, see in the BMC Remedy AR System server Creating reports
documentation.

You can manage the scope of a report by adding qualifications to the criteria that the report engine uses to generate
the report content. You can tell the report to search only certain specified fields for particular values, or you can build
advanced qualifications by using field names, keywords, and operators.
This procedure describes how to generate basic qualifications by using the option. To Show Additional Filter
generate a report by using advanced qualifications, see . Using advanced qualifications to generate a report
To use qualifications to generate a report
From the navigation pane in the application console, choose . Functions > Reports
On the Report Console, select one of the options under : Show
2.
3.
4.
5.
6.
7.
8.
9.
Under , select . Category applicationName > reportCategory > reportName
Select the option. Show Additional Filter
Along with a list of available fields, two sections are displayed-the simple query builder and the advanced
query builder. You use the simple query builder to quickly construct a simple query. Alternatively, advanced
users can use the advanced query builder to build the query by using BMC Remedy AR System query
syntax.
For additional information about the BMC Remedy AR System Report Console, see Reporting on BMC
. Remedy AR System data
Select a field name from the list, and click next to the simple query builder. Available Fields Add
Note
Click to remove a qualification.
Click the down arrow next to the field name listed in the qualification box, and select the appropriate operator.
Enter or select a value for the field in the right column.
Example
If you want to enter the qualification , select the field, click the Cost Center = 001 Cost Center
down arrow next to the field and select =, and then enter 001 in the right column.
Repeat steps 5 and 6 for each field that you want to include in the report.
When you finish defining your additional qualifications, click . Run
If the report displayed is a web report, you can specify the following additional options:
Toggle Table of Contents Display the table of contents
Export Report Export the report to a file of the specified format
To export the report, select the appropriate page
options, and click . The following formats are OK
available under the Export Format list:
Excel
PostScript
PDF
Word
PowerPoint
Print Report Print the file to HTML or PDF format
You can manage the scope of a report by adding qualifications to the criteria that the report engine uses to generate
1.
2.
3.
4.
5.
6.
7.
8.
the report content. You can tell the report to search only specified fields for particular values, or you can build
advanced qualifications by using field names, keywords, and operators.
To generate a report by using advanced qualifications
From the Navigation pane in the application console, choose > . Functions Reports
On the Report Console, select one of the options under : Show
Under Category, select . applicationName > reportCategory > reportName
Select the option. Show Additional Filter
Along with a list of available fields, two sections are displayed-the simple query builder and the advanced
query builder. You use the simple query builder to quickly construct a simple query. Alternatively, advanced
users can use the advanced query builder to build the query by using BMC Remedy AR System query
syntax.
For additional information about the BMC Remedy AR System Report Console, see Reporting on BMC
. Remedy AR System data
Select a field name from the list, and click next to the advanced query builder. Use the Available Fields Add
BMC Remedy AR System query syntax to build your qualification.
Construct your qualification by using the various operators provided by the qualification builder.
Repeat steps 5 and 6 for each field that you want to include in the report.
Note
Select the qualification and press to remove a qualification. Delete
When you finish defining your advanced qualification, click to view the updated report. Run
Using flashboards
A is a real-time visual monitoring tool that shows you the state of your service operations, warns you flashboard
about potential problems, and collects and shows trend data.
KPI flashboards show how well various business processes are performing against the application key performance
indicators (KPIs).
ROI flashboards help you to determine the return on investment (ROI) that your organization achieves from the BMC
Remedy ITSM implementation.
This section describes how to use flashboards. The following topics are included:
Using the KPI flashboards
Using ROI flashboards
Viewing and displaying data
Related topics
1.
2.
3.
Using the KPI flashboards
The KPI flashboards use graphs to show how well various business processes are performing against the
application key performance indicators (KPIs). If you have BMC Service Management Process Model installed, you
can also view the application KPI definitions there.
Tip
The BMC Service Management Process Model defines a key performance indicator as, "a vital
and measurable result to track the efficiency, effectiveness, and predictability of a process."
The KPI flashboard component collects the data according to the selected customer company. Each KPI flashboard
contains two graphs that present the following types of information:
Relevant historical data Use this graph for trending purposes. The most recent historical data displayed
in the graph is collected from the previous month. Historical data goes back to a maximum of one year.
Note
Historical data only appears in a graph when that historical data exists in the database.
Typically, new or recent installations, or upgrades, of the ITSM applications might not
have historical data available.
Current, or real time data Use this graph to see what is happening with the business process now. In
most cases, the displayed real time data is collected from the first day of the current month to today's date.
You can also view the individual request records that are reported by the real time flashboard graph. For
example, you can view all of the incident or change request records that are reported by the Incident Backlog
KPI or the Change Backlog KPI flashboard.
Note
KPI flashboards are available only for version 7.6.00 (and later) of the BMC ITSM applications. If
you are running a mixed environment, that is, if you are running some BMC ITSM applications at
version level 7.5.01 (or earlier), you see flashboards with only the version 7.6.00 (or later)
applications.
For information about how to do this, see . Viewing and displaying data
Related topic
Opening the KPI flashboards
Opening the KPI flashboards
Use this procedure when you need to open the KPI flashboards to view the information that they contain.
To open the KPI flashboards
Choose . Functions > KPIs
From the Company list select the customer company for which you want to view KPI flashboards.
From the Navigation pane, choose . Process KPIs > KPIflashboardLink
is the link to the specific KPI flashboard that you want to see. KPIflashboardLink
1.
Tip
Click the triangle beside the Process KPI text to open and close this area of the Navigation pane.
Using ROI flashboards
The ROI flashboard provides a platform to compare the baseline costs that were incurred prior to implementing BMC
Remedy IT Service Management with the actual costs incurred after installation. The Service Desk ROI flashboards
include the baseline incident request call-handling and the baseline CI outage costs, while the BMC Change
Management ROI flashboard provides the cost of failed changes.
Note
In some cases, if the relative difference between the numbers reported in each graph is large
enough, the smaller graph might not appear on the flashboard. However, a number representing
the value of the smaller graph is always visible.
The information displayed in these graphs helps you to determine the return on investment (ROI) that your
organization achieves from the BMC Remedy ITSM implementation.
Note
To view the ROI console you must have ROI Viewer or ROI Admin permissions.
The ROI data is collected by the ROI flashboard component according to:
The customer company that you select in the ROI console
The date range that you specify in the ROI console
A set of parameters that are configured by someone with ROI Admin permissions
For descriptions of what the configured parameters mean, see BMC Service Desk User documentation and BMC
Change Management user documentation.
Note
ROI flashboards are available only for version 7.6.00 of the BMC Remedy ITSM applications and
later. If you are running a mixed environment, you see only the version 7.6.00 (or later)
application flashboards listed on the ROI console. For example, if you are running version 7.6.00
of BMC Change Management and version 7.5.01 of BMC Incident Management, you see only
the BMC Change Management flashboards on the ROI console.
Related topics
Opening the ROI flashboards
Opening the ROI flashboards
This section describes the procedure to open the ROI flashboards from the BMC Remedy AR System IT Home
page.
To open the ROI flashboards
In the Navigation pane of the BMC Remedy AR System IT Home page, select Return on Investment > ROI
link. Console
2.
3.
1.
2.
From the lists at the top of the ROI console, select the following parameters:
Company The client company for which you want to create a comparison
Start Date The start date of the period for which the graph is created. The year of the start date
must be 2000 or later.
End Date The end date of the period for which the graph is created
Notes
The companies that you see in the list are controlled by your Company
access level. The remaining fields are completed automatically by the
application and are configurable by the system administrator.
Although you can enter a date range that includes a day of the month, the
day of the month is ignored and only the month and the year are
considered. For the purposes of the system calculations, start date is
always assumed to be the first day of the selected month and year, and the
end date is always assumed to be the last day of the selected month and
year. For example, if you enter May 21, 2009, as the , and July Start Date
10, 2009, as the , the system uses May 1, 2009, as the start date End Date
and July 31, 2009, as the end date.
In the ROI Navigation pane, select the ROI that you want to view.
Note
The links to ROI flashboards are based on the BMC Remedy ITSM applications that are
installed.
Controls on the open flashboard help you view and display the data. The actions that you can perform and the
procedures that you use to perform them are described in the following table.
Note
Not all of the flashboards support all of these procedures.
Action Procedure
View specific records used to create the real time
flashboard data
Use this procedure, for example, to view all of the
change request records with the field Status Reason
set to Successful. This does not work on the historical
data graph.
Click anywhere inside the real time graph.
In the search results list, select the record you want
to view.
1.
2.
1.
2.
1.
2.
1.
2.
3.
1.
2.
1.
2.
Zoom a graph
Use the zoom feature to enlarge a section of the graph.
You can also use full screen mode to enlarge the entire
graph as described by View a graph in full screen mode
which appears later in this table.
The zoom functionality allows you to closely view each
category on the X axis. For example, if the X axis has 5
categories, you can use the zoom functionality to view
only 2 categories. The maximum zoom is a single
category. For KPI reports with a single category, the
zoom function is disabled.
Click the arrow in the lower left corner of the graph
to expand the bottom control panel.
Click the magnifying glass icon, then follow the
onscreen instructions.
Hide or display the graph legend
The default setting is to show the graph legend. The
legend provides information about how to interpret the
graph. Not all graphs have a legend.
Deselect or select the check box to Show Legend
either hide or display the legend.
Change the graph style
There are a number of different graph styles from which
you can choose. For example, you can select to display
the data in a line graph, a bar graph, a stacked bar
graph, an area chart, and so on. Not all graphs support
all graph styles.
Click the double-arrow button, then select the graph
style you want.
Change the graph titles
You can customize the title text that appears on the
graphs to suit your organization's needs. For example,
you can change the titles of the X and Y axis.
In the upper right corner of the graph, click the
Titles icon.
Change the label text appropriately to your
organization's needs.
Click when you finish updating the text. Apply
Hide or display active variables
The flashboards use active variables to fetch the data
that is used to populate the graphs. If you choose to
hide a variable, then the part of the graph that uses the
variable is hidden. This gives you the ability to further
customize the flashboards appearance. Not all graphs
have active variables that you can turn on or off.
In the upper right corner of the graph, click the
Titles icon.
Select or deselect the active variables that you want
to display or hide.
View a graph in full screen mode
You can display the selected graph across the entire
screen for better visibility. Not all graphs display in full
screen mode.
In the upper right corner of the graph, click the Full
Screen icon.
When you finish viewing the graph in full screen
mode, press to restore regular display mode. ESC
Using BMC Atrium Service Context
Note
To use BMC Atrium Service Context, the BMC applications and BMC Atrium Core must be
configured to support it. For information about the configuration procedures, see Configuring
. BMC Atrium Service Context for BMC Remedy ITSM applications
To open the Service Context Summary window from a console
To open the Service Context Summary window from the record
Interpreting the information
Related topic
To use the Service Context Summary window, you must have the correct role:
Asset User (when working from BMC Asset Management)
Work Order (when working from BMC Service Request Management) User
Incident User or (when working from BMC Service Desk) Problem User
Infrastructure Change User or (when working from BMC Change Management) Release User
You must also have view permissions for the form from which you launch the Service Context Summary window.
BMC Atrium Service Context provides information for business service, application, and computer system CIs.
You can also see summary information about CIs that are related to the business service, but you must have view
permissions for each related CI to see details about those CIs. If you cannot use the BMC Atrium Service Context
feature, ask your system administrator to ensure that you have the correct permissions.
Notes
BMC Atrium Service Context displays information about the CI related to the record you are
currently viewing. The types of information shown can include new work orders, recently
completed changes, recent open incidents, related outage records, and so on. In addition, you
can see CIs that are related to the business service, which helps you to understand the
relationship that the business service has with its environment.
The time threshold that determines how recently the recent changes, recent incidents, or new
work orders were made or submitted, as well as the criteria used to determine other information
types is configurable. Contact your system administrator for information about how the content of
the information types is determined.
Understanding this relationship helps you to prioritize your incident investigations and align your decisions with your
service level agreements and the overall goals of the business.
BMC Atrium Service Context information is displayed in the Service Context Summary window, which you can open
from a variety of locations. The details that you see from, for example, the incident request form, are the same
details that are shown in the other applications of the BMC IT Service Management Suite and Business Service
Management solution, which ensures that everyone in your organization is working with the same information.
You can view the Service Context Summary window from one of the following locations:
1.
2.
Application consoles
Forms
To open the Service Context Summary window from a console
With the application console open, in the summary table, select the record you want to see the BMC Atrium
Service Context information for.
On the tool bar at the top of the summary table, click . Service Context
The Service Context Summary window opens for the selected record.
To open the Service Context Summary window from the record
BMC Service Desk, BMC Change Management, and BMC Service Request Management (for Work
Order records) With the record open, click the Service Context icon beside the Service field. The Service
Context Summary window opens for the selected record.
Service Context icon
BMC Asset Management With the record open, from the Quick Links area of the navigation pane, click S
. The Service Context Summary window opens for the selected record. ervice Context
Note
In BMC Asset Management, BMC Atrium Service Context is available from the Business Service,
Computer System, and Application CI forms.
Interpreting the information
The information panel at the top of the Service Context Summary window identifies the service name. The other
information that appears in the information panel is configurable by your system administrator and comes from the
CI form.
Note
For information about the field, see . Owner Setting up the Owner field
Below the information panel is a list of the key attributes. Next to each attribute is a counter that shows the number
of active records of that type that are related to the selected service. If you click the counter, another Service
Context Summary window opens with a table of detailed information about the records.
For example, if one of the configured attributes is "Recent Incidents" and the counter shows 3, there are 3 incidents
currently related to the selected service. If you click the counter, a Service Context Summary window opens with a
table that shows summary information about each of the incidents.
The information that appears in the Service Context Summary window is configurable. Ask your system
administrator for detailed information about how BMC Atrium Service Context is configured in your environment.
Related topic
For information about configuring BMC Atrium Service Context, see Configuring BMC Atrium Service Context for
. BMC Remedy ITSM applications
Using social collaboration
This release of BMC Remedy ITSM integrates chat functionality, RSS feeds, and Twitter notifications with the BMC
Remedy ITSM applications. Users can now use these tools to collaborate with IT support users, such as Service
Desk agents, or as additional notification options.
Note
For information about configuring social collaboration options, see Configuring social
. collaboration
Chat integration
RSS feeds
Twitter integration
Chat integration
The chat functionality enables BMC Remedy ITSM users to initiate one-on-one or group live chat sessions in the
context of a specific record (for example a change record) from within the BMC Remedy ITSM applications. Using
this functionality, IT support users can chat with other IT support users and initiate collaborative resolution of an
incident or management of a change, among other actions. Administrators can configure the application to save
these chat sessions as a work info entry within the record.
Note
This integration is not intended for chat sessions between end users and IT.
For more information about using chat, see . Using chat
RSS feeds
BMC Remedy ITSM enables users to broadcast certain events using the Broadcast Messages functionality.
BMC Remedy ITSM integration with RSS feed enables access to specific BMC Remedy ITSM information using an
RSS reader as an alternative mechanism. Administrators can configure different RSS feeds to which users can
subscribe to. Out of the box, an RSS feeds for Global Public Broadcast messages is provided.
For more information about subscribing to RSS Feeds, see . Subscribing to RSS feeds
Twitter integration
The Twitter integration enables IT support users to propagate public and global BMC Remedy ITSM broadcast
messages to a Twitter account so that users who follow the account receive the messages. The Twitter account
must be configured before users can receive updates. Out of the box, this feature is supported only for broadcast
messages that are Public and provided for the Global company.
For more information about receiving BMC Remedy ITSM broadcasts on Twitter, see Receiving BMC Remedy ITSM
. broadcasts on Twitter

Related topics
Defining RSS feeds
Using chat
Using the chat feature, users can collaboratively work on BMC Remedy ITSM records. For example, you can
collaboratively resolve issues by initiating a chat conversation related to the incident with other technicians who
might be able to help resolve the issues faster. An IT Support technician can start a chat conversation with other
members of the group to get help resolving an issue. When the chat initiator closes the conversation, it is saved as a
Work Info entry and maintained as a part of the record.
The chat icon is displayed on the landing console when chat is configured for BMC Remedy ITSM, as shown in the
following figure:
Click this icon to open the chat initiation window.
The color of the icon reflects your current chat status. Click the arrow beside the icon to view all chat
conversations and to change your status. The status options are as follows:
Online
Busy
Away
Offline
The application displays a pop-up window when you receive an event like a chat invite or friend invite.
The following topics provide more information about using chat:
Initiating a chat conversation
Adding BMC Remedy AR System users who are not present in the Friends list
Chat notifications
Related topic
Initiating a chat conversation
Follow this procedure to initiate a chat procedure with another user from within the BMC Remedy ITSM application.
1.
To initiate a chat conversation
Within a record (for example a change record), click the chat icon.
The window is displayed with a list of users related to the record. Start Conversation
The following user lists are displayed:
Friends Lists your friends from the configured chat client. For more information about configuring
the friend list, see in the BMC Mapping the BMC Remedy AR System users to the chat server
Remedy Action Request System documentation.
Support group users If the conversation is initiated within a record, the list displays users who
belong to the same support group as the chat initiator.
Assigned users The user to whom the record is assigned. This list is displayed when you initiate
the conversation from a record.
Context Users Lists users from the support groups that the user belongs to.
Form name User Support Groups
Activity
Requested By
Activity Assignee
Requested By
Assignee
Asset CI All users from the tab People All support groups on the Peop
tab le
Contract Manage by Contract Manager By
1.
2.
Change
Change Coordinator
Change Manager
Coordinator group
Manager group
Incident
Assignee
Owner
Assigned group
Owner group
Problem
Problem Coordinator
Assignee
Coordinator group
Assigned group
Known Error
Problem Coordinator
Assignee
Coordinator group
Assigned group
Solution DB Assignee Assigned group
Knowledge Article
Author
Owner
Assignee
Owner group
Assigned group
Release Release Coordinator Coordinator group
Task
Requester
Assignee
Support group
Assignee group
Work order
Request Manager
Request Assignee
Request Manager support
group
Request Assignee support
group
Note
When you launch a conversation from the landing console, a list of context users
is displayed instead of assigned users.
To add a user from another list to your friends list, click the Send buddy request
icon displayed next to the user's name when you hover the mouse pointer on
the user name.
Select the user you want to chat with from the relevant list and click the icon. Start Conversation
The chat window that is displayed provides the following information:
User name of the person who initiated the conversation.
2.
3.
Subject of the conversation. The subject includes the ID of the record from which the conversation
was initiated, the user who initiated the conversation, and other users included in the conversation.
The subject can be a reference for users being invited to the conversation.
Users can accept or reject the chat invitation. If they accept the invitation, a chat window is opened in
their console. Their chat window displays only a list of users included in the chat and the
conversation.
To invite additional users to the conversation, click the icon displayed on the top right Invite Users
corner of the chat window. All participants can invite other users to the conversation.
Note
To add BMC Remedy AR System users who are not present in the Friends list, see Addin
. g BMC Remedy AR System users who are not present in the Friends list
When the conversation is complete and the chat initiator closes the chat window, the conversation is either saved as
a Work Info entry in the tab of the record from which the conversation was initiated, or not saved at all. Work Detail
This depends on the option you selected when . Configuring chat settings
Note
If the conversation was not initiated from within a record, the conversation is not saved.
Adding BMC Remedy AR System users who are not present in the Friends list
On the regular form where you have configured the BMC Remedy AR System server to work with the chat server,
create an active link that executes on the Event type CHAT_SET_CONTEXT_RESP. For more information about
events, see the following tables.
This active link sends an event to the field with Event type as AR System Chat Data Visualization
CHAT_SET_CONTEXT_RESP and Event Data as given below:
ContextUsers=ACommaSeparatedListOfBMCRemedyARSystemUsers;ContextGroups=ACommaSeparatedListOf
GroupIDs;DisplayName=SubjectOfTheChatConversation;
For example:
ContextUsers= John,Max,Amy; =1,2 ContextGroups
ContextGroups=1,2; =Resolving an IT ticket; DisplayName
ContextUsers=John,Max,Amy; =1,2; =Resolving an IT ticket; ContextGroups DisplayName
List of events sent from the AR System Chat Data Visualization field to the parent form
Event name Description
DVF_ON_READY The Data Visualization Field (DVF) is loaded and is
ready to interact. This is not specific to the chat DVM.
No response expected.
CHAT_SET_CONTEXT_REQ Sent to the parent form for the parent form to supply any
contextual information. If the parent form chooses to
provide this information, it later raises a corresponding
event, CHAT_SET_CONTEXT_RESP.
CHAT_SESSION_START Sent to the parent form to provide information on the
chat progress. No response expected.
CHAT_INVITATION_SEND Chat invitation sent. No response expected.
CHAT_USER_JOIN A person is joining a chat session. This event occurs as
many times as anyone joins a chat session. No
response expected.
CHAT_USER_LEFT A person is leaving a chat session. This event occurs as
many times as anyone leaves a chat session. No
response expected.
CHAT_INVITE_RECVD A person is receiving a chat invitation. This event occurs
as many times as anyone receives a chat session
invitation. No response expected.
CHAT_DATA_AVAILABLE When the chat widget has a chat conversation transcript
available, this event is raised prior to chat session end,
so that the parent form has an opportunity to save the
transcript.
CHAT_SESSION_END End of the chat session. No response expected.
CHAT_GET_SESSION_TRANSCRIPT_RESP Provides a specific chat session transcript to the parent
form.
List of events sent from the parent form to the AR System Chat Data Visualization Field
Event name Description
CHAT_SET_CONTEXT_RESP Raised by the parent form's workflow during or after
processing the CHAT_SET_SESSION_REQ event. No
response expected.
FORM_EVENT_LOGOUT Indicates to the DVF about things happening on the
host form or the application. This is not specific to the
chat DVM.
CHAT_GET_SESSION_TRANSCRIPT_REQ Gets the chat session text transcript that is accumulated
in the chat widget's buffer. This request event causes
the DVF to raise the
CHAT_GET_SESSION_TRANSCRIPT_RESP event.
When you create an active link that runs on the Event type CHAT_SET_CONTEXT_RESP, the Start Conversation
window is displayed as follows:
Note
Click to view a file sample that uses the above information through the BMC Remedy here .def
AR System form, "ChatTestForm" and it's related active links. Import this file using BMC .def
Remedy Developer Studio and access the "ChatTestForm" from BMC Remedy Mid Tier to view
it.
Start Conversation window
To add users to the Friends list, hover the pointer over the user name that is not present in your Friends list and click
the icon that appears to the left of the user name. Add to Friend list
1.
Add user to Friend list on the Start Conversation window
Note
BMC Remedy AR System does not allow searching and adding friends without context. For
example, to see how BMC Remedy ITSM Suite has defined context users, see Initiating a chat
. conversation
Chat notifications
Chat notifications are received when:
You receive a conference request
You receive a message
Notifications are displayed in the drop-down menu and at the bottom right of your browser window as shown below:
Chat notification window
You can respond using the icon or the drop-down menu. When you receive any notification, the ic Notification Chat
on animates.
Subscribing to RSS feeds
Users can to subscribe to configured RSS feeds from within the BMC Remedy ITSM applications. The RSS feed
option must be enabled in the System Settings configuration. To enable RSS feeds, see Enabling chat, Twitter
. notifications, and RSS feeds
For additional information about configuring RSS feeds, see . Defining RSS feeds
To subscribe to RSS feeds
On the IT Home Page, click the RSS feeds icon .
1.
2.
3.
1.
2.
3.
4.
A list of the RSS feeds that have been configured is displayed.
RSS Feed URLs
Copy the URL of the RSS feed that you want to add to your RSS feed client (for example, Microsoft Outlook
RSS feeds).
Replace the user name and password in the URL with the appropriate values.
You are now subscribed to receive updates for the selected RSS feeds.
Receiving BMC Remedy ITSM broadcasts on Twitter
The integration with Twitter enables users to receive BMC Remedy ITSM notifications directly to their Twitter
accounts. Users can follow the functional BMC Remedy ITSM Twitter notification account.
To receive BMC Remedy ITSM broadcasts on Twitter:
The functional BMC Remedy ITSM notification account must be created in Twitter, and configured and
authenticated, before users can follow the account.
Users must have a Twitter account that can receive the BMC Remedy ITSM notifications.
For more information about configuring a functional BMC Remedy ITSM Twitter notification account, see Configuring
. the Twitter integration
To follow ITSM notifications on Twitter
On the IT Home Page, click the Twitter icon .
Note
If the Twitter icon is not displayed, make sure that you configured the twitter integration
(see and enabled the Twitter notification functionality Configuring the Twitter integration
(see ). Enabling chat, Twitter notifications, and RSS feeds
If you are not logged on to the Twitter account, the logon screen is displayed.
Log on to Twitter using your account details.
The Twitter website is opened in a new browser window with the Twitter account that was configured for the
broadcast.
On the displayed Twitter page, click to receive broadcast messages posted to this BMC Remedy Follow
ITSM Twitter notification account.
For information about sending BMC Remedy ITSM broadcasts using Twitter, see . Creating broadcast messages
Working with broadcasts
1.
2.
3.
This feature enables you to send messages to your entire organization, selected groups within the organization, and
to external customers. You can use this feature to send messages about work in progress, outages, knowledge
article updates, and so on. You can also use this feature to view messages that were broadcast to you from other
groups in your organization.
Broadcasts are filtered, based on the following criteria:
Global and company-specific broadcasts are displayed to logged-in users.
Only Global broadcasts are displayed to guest users.
Creating broadcast messages
Viewing broadcast messages
Limiting the number of broadcasts
Controlling the timing of broadcast pop-up messages
Creating broadcast messages
This section describes how to define a broadcast message. To define a broadcast, you must have the Broadcast
Submitter functional role.
To create a broadcast message
On the application console, click the link or the link. View broadcast New broadcast
In the View broadcast dialog, click , which appears below the Broadcast table. Create
Enter information in the required fields.
Required fields appear in bold on the tab. Broadcast Details
Company Select the company where this broadcast will be sent. Only users with access to this
company see the broadcast. To send the broadcast to everyone, select from the lis Global Company
t.
The field is mandatory. To specify a specific part of the company, fill in the other location Company
fields. For example, you can specify the site, organization, or department.
Note
Out of the box, you can only define broadcast messages for the company. Global
Subject A short description of what the broadcast is about
Broadcast Message The text of your message
Broadcast Type Select a broadcast type from the list
Broadcast Start Date and To start the broadcast now, click in the Broadcast End Date Broadcas
field, and then press . To select a date from the calendar, click the button t Start Date Enter Browse
next to the field. Select a date from the calendar on which to start the broadcast and the date to end it.
You can also specify times of the day using the feature at the bottom of the calendar. Time
Broadcast Originated From This is automatically filled in. The contents depend on where you are
creating the broadcast. If you broadcast from an investigation, the value is set to Problem
. Investigation
3.
4.
5.
a.
b.
6.
1.
2.
3.
Broadcast Originated From ID When you define a broadcast from within a record, this field is
automatically filled in. If you define a broadcast from the main console, the field is unavailable.
View Access To make the broadcast visible only to members of your organization, select . Internal
To make the broadcast visible from the Requester console, select . Public
Send to Twitter? To post the broadcast message using the configured Twitter account, select Yes
. For additional information on receiving broadcast messages using Twitter, see Receiving BMC
. Remedy ITSM broadcasts on Twitter
Note
This option is available only when you select Global in the field and set Company
the value to Public. View Access
Notify Select to broadcast notification automatically sent to an individual or group. Yes
If you select , an button and the Notify Support area appears. Yes Email
Use the button to manually send an email about the broadcast. On the Email Manual Email
System form, enter the recipient's email address in the field, and then click Internet Email Sen
. d Email Now
Use the Notify Support area to indicate which group to notify of the broadcast. You must
complete all three fields-- , , and . Support Company Support Organization Support Group
The notification is sent at the time and on the date specified in the field. Broadcast Start Date
Priority Select a priority level for the broadcast. The choices are , , and . Low Medium High
To add an attachment to the Broadcast, right-click inside the table and select from the menu. Add
In the Add Attachment dialog box, click to attach the indicated file. Only one attachment is allowed for Open
each broadcast.
If you want members of another group to be able to modify the message, follow these steps:
Click the tab, and then click . Authoring Groups Manage Authoring Groups
On the Authoring Group dialog box, select the group to have authoring rights, and then click . Add
Click . Save
Viewing broadcast messages
While viewing broadcasts, you can modify the message (if you belong to an authorized authoring group), define a
new broadcast message, and under some circumstances (when viewing the message from the current record) relate
the broadcast message to the current record.
To view broadcast messages
On the application console, click the link that notifies you when there are new, unread New broadcast
broadcast messages. If there are no new or unread broadcasts, a link is displayed instead. View Broadcast
In the View broadcast dialog, select the message to view from the Broadcast table, and then click . View
To view another message, close the View Broadcasts dialog box, select the broadcast message to view, and
then click . View
Limiting the number of broadcasts
When viewing broadcasts from the current Asset, Change, Problem or Incident record, you can limit the number of
broadcasts that appear in the Broadcast table.
1.
2.
3.
1.
2.
3.
4.
Note
You can perform this task only when using the . Classic view
To limit the number of messages
From the area of the pane, click . Quick Links Navigation View Broadcast
On the View Broadcast dialog box, click the tab, and then complete the fields in Broadcast Search Criteria
the tab.
To return the smallest number of broadcasts, complete as many of the fields as possible.
When you finish specifying the search criteria, click . Search
Controlling the timing of broadcast pop-up messages
From the BMC Asset Management, BMC Change Management, BMC Service Desk:Incident Management, and
BMC Service Desk Problem Management consoles, you can control the timing of broadcast pop-up messages.
Broadcast pop-ups alert you to the presence of broadcast messages.
The options are:
Never Broadcast messages do not automatically pop up on the screen. You will have to click the Broadca
link to view them. sts
On Console Open Broadcasts messages display on the screen when you open the console.
On Console Refresh New broadcast messages display only when you refresh the console.
To set the timing of pop-up messages
From the application console, choose > . Functions Application Preferences
In the Request Preferences form, click the tab. Broadcast
In the field, specify one of the following default settings: Broadcast Auto Popup
Never
On Console Open
On New Broadcast
Click . Save
Note
For the changes to take effect, you must close the application and log on again.
Using search
You can search for records from the application consoles. To do this, you can run a series of predefined searches,
search all of the records using the Search form, or create and save your own custom searches using advanced
qualifications.
Managing custom searches
1.
2.
3.
Searching all records
Searching all records from a hub server
Methods of searching records
Method Description Reference to instructions
Predefined search Quickly find records for which you
frequently search. You can create
custom searches.
Searching all records Use this type of search when you
are looking for record that is not
associated with your ID or your
group's ID, or any time you search
all of the records.
Advanced search (for BMC Asset
Management only)
Search for computer systems with
specific components. For example,
you can search for all computer
systems running a specific patch or
operating system.
Performing an advanced CI search
BMC Atrium CMDB advanced CI
search (for BMC Asset Management
only)
Use the BMC Atrium CMDB query
dialog box to build complex
searches.
Using the BMC Atrium CMDB query
dialog box to search for CIs
You can define and save custom searches. Custom searches using advanced qualifications allow you to create
searches with very specific search criteria, which you can save for reuse. After you save the custom search, it
appears in the My Searches list of the Manage My Searches dialog. It is also listed in My Searches list under the Filt
field. er By
Note
The My Searches options is listed only after a custom search is defined.
In BMC Asset Management, you can also create custom searches on the Contract Management console and on the
Software Asset Management console.
This topic contains the following information:
To define a custom search
To edit or delete a custom search filter
To define a custom search
At the top of the console, click the icon beside the field. Filter by
On the Manage My Searches dialog, in the field type a name for the search. Search Name
3.
4.
5.
6.
7.
1.
2.
3.
4.
5.
1.
Click to open the Advanced Qualification Search Builder dialog box, and then Build Search Qualification
define the search qualification.
From the or selection boxes, select the keywords or record fields on which you want to Keywords Fields
search.
To insert operators (+, =, >,<, and so on), click the appropriate operator button. Place literal values between
double quotation marks:
'Urgency' = $NULL$
'Priority' = "High"
Example
If Allen Allbrook is performing an incident request review and he needs to search for incident
requests that meet the following criteria:
Impact => 2-Significant/Large or 1-Extensive/Widespread
Service = Payroll Service
('Impact' = 2-Significant/Large" OR
'Impact' = "1-Extensive/Widespread")
AND 'Service' = Payroll Service" AND
'Last Resolved Date' >= 07/19/2008"
To search for articles where Business Service = Payroll Service:
'Business Service' ="Payroll Service" AND
'Last Resolved Date' >= "07/19/2010"
Click to close the Advanced Qualification Builder, and then click . Select Save
Close the Manage My Searches dialog box.
The search appears in the My Searches list of the field. Filter by
To edit or delete a custom search filter
At the top of the console, click the icon beside the field to open the Manage My Searches Filter by
dialog box.
Under My Searches, select the search filter that you want to modify or delete.
To modify the search filter, edit it as necessary and then click . Save
To delete the search filter, click . Delete
Click . Close
The following procedure describes how to search all records. Use this type of search when you are looking for
record that is not associated with your ID or your group's ID, or any time you search all of the records.
To search all records
1.
2.
3.
4.
5.
1.
2.
3.
From the application console navigation pane, choose , where i Functions > Search application application
s either Work order, Change, Release, Knowledge, Problem or Incident.
A form appears that you can use to perform the search. The form is laid out in a similar way as the actual
request form. It contains the same tabs and the same fields.
Use the tabs and fields to build your search conditions.
To reduce the number of records found by the search, enter as much information into the form as you can.
Note
If the field is configured to search on an attribute other than or Customer First Name Las
, you can still search using the customer's name by opening the t Name Additional
tab and using the or fields. Search First Name Last Name
When you finish entering your search criteria, click . Search
When the search finishes, the search results table lists all the records that match the search criteria.
Note
The search criteria are persistent. This means that if you run a search and then close the
application, the next time that you open the application and perform this procedure, the
search criteria that you entered in this step are still present in the search form. They
remain until you change or delete them.
Scroll through the table to find the specific record you want.
When you find the record, select it to display in mode. Modify
Note
When you open a record from the search results table, it is added to the history list, but
not to the breadcrumb bar. However, any related records that you open from the record
do appear in the breadcrumb bar and get added to the history list.
Searching all records from a hub server
The search formdescribed in this procedureis associated only with hub and spoke environments.
Use this type of search from the hub server when you are looking for a record not associated with your ID or your
group's ID, or any time you must search all records.
Note
The hub and spoke search is limited to only the fields that you see on the Hub and Spoke Search
form.
To search all records
From the Navigation pane of the hub server, choose . Functions > Search applicationName
The Hub and Spoke Search console appears.
Enter the search criteria.
When you finish entering your search criteria, click . Search
When the search finishes, the search results list contains all the records that match the search criteria.
4. Scroll through the results list to find the specific records that you want.
Note
When you open a record from the search results table, it is added to the history list, but
not to the breadcrumb bar. However, any related records that you open from the record
do appear in the breadcrumb bar and get added to the history list
Managing your knowledge base
BMC Knowledge Management includes knowledge article creation, storing, review, publishing, and retirement with
the aim of continually improving your self help capabilities and reducing support costs.
For information about using BMC Knowledge Management, see the following topics:
Creating and editing knowledge articles
Searching for knowledge
Additional knowledge article tasks
Managing incident requests
The goal of the incident management process is to restore normal service operation as quickly as possible with
minimum disruption to the business, to ensure that the highest levels of availability and service are maintained.
To help youachieve this goal, the Incident Management documentation describes the following work flows, which
aredesigned to help you manageincident request frombeginning to end:
Registering and assigning incident requests
Resolving, closing, and canceling incident requests with open tasks
Working with incident requests as a manager
Managing problem investigations
The purpose of problem management is to reduce the number of incidents; either proactively, by preventing them
from happening, or reactively, by preventing them from happening again.
To help youachieve this goal, the Problem Management documentation describes the following work flows, which
aredesigned to help you manageproblem investigations frombeginning to end:
Performing the incident request review
Performing the root cause analysis
Performing the analysis review
Closing the problem investigation
Managing service levels
BMC Service Level Management enables a service provider, such as an IT organization, a customer support group,
or an external service provider, to formally document the needs of its customers or lines of business using service
level agreements, and provide the correct level of service to meet those needs. BMC Service Level Management is
a continual and proactive process of:
Defining IT services
Agreeing on IT services
Monitoring IT services
Reporting IT services
Reviewing the performance of IT services
The entities used in monitoring service levels are service targets, agreements, and contracts. For more information
about using BMC Service Level Management, see the following topics:
Introducing service targets
Working with request-based service targets
Working with availability service targets
Working with CI Outage service targets
Working with performance-monitoring service targets
Working with compliance-only service targets
Working with agreements
Working with contracts
Using reports
Managing change requests
BMC Change Management includes change requests and approval, risk analysis, planning, orchestration of tasks,
verification, and recording changes to the production environment.
For information about using BMC Change Management, see the following topics:
Creating a change request
Working with change relationships
Relating change requests
Working with change request assignments
Working with change approvals
Working with costs in Change Management
Using the Change Calendar
Working with Configuration Items
Working with tasks
Managing release requests
The Release Management module helps you plan, build, test, and deploy controlled releases into your IT
environment. A release is a collection of related authorized changes to an IT service that are tested and introduced
into the live environment together.
For information about using Release Management, see the following topics:
Creating a release request
Working with release relationships
Working with release manifests
Working with release request assignments
Working with release request approvals
Managing release management approvals
Working with release costs
Working with release request approvals
Managing assets
IT professionals can use BMC Asset Management to track and manage enterprise configuration items (CIs), the
items they represent, and their changing relationships, throughout the entire CI lifecycle.
For information about using BMC Asset Management, see the following topics:
Working with CIs
Creating and managing purchase requisitions
Managing contracts
Managing software licenses
Working with costing and charge-backs
Managing asset inventory
Using the configuration catalog
Managing service requests
BMC Service Request Management provides an online service catalog from which employees can view and request
services that are available to them.
For information about using BMC Service Request Management, see the following topics:
Using the Request Entry console
Using the Business Manager Console
Using the Service Request Coordinator Console
Using Identity Request Management Services
Fulfilling service requests
Communicating with users
Using reports
Managing processes with BMC Remedy ITSM Process Designer
This section describes the tasks involved in creating and managing BMC Remedy ITSM Process Designer process
templates.
1.
2.
3.
a.
Creating process templates with BMC Remedy ITSM
Changing the process design and task display layout
Adding diagram notes
Referencing BMC Remedy AR System server forms and field within processes
Maintaining process templates for BMC Remedy OnDemand and on-premise environments
Mapping processes to BMC Remedy ITSM applications
Creating process templates with BMC Remedy ITSM
Process templates consist of tasks that are connected using dependency lines to define the relationships between
the tasks. A task can be set as a decision task by making a dependency conditional which makes the routing of the
process conditional. Within tasks, actions can be applied to automate some or all process. Fields can be added for
user inputs or used within actions or conditional dependencies.
The status of the process template must be set to to make it available to BMC Remedy applications for the Live
Process Designer Remedy Integration (ARI) to create tasks and related items for the BMC Remedy application
request.
For more information about process templates and statuses see the Process Designer Concepts Guide.
Creating and managing a process template
Process templates consist of tasks that are connected using dependency lines to define the relationships between
the tasks.
To create a new process template or update an existing process template
Select . Applications > Process Designer > Process Designer Configuration Console
Click the button to start the Process Designer. Launch
To create a new process designer template:
Click the icon on the toolbar to create a new process template. New Process
3.
a.
b. Enter the following details related to the new process:
Field Description
Name The name of the Process (must be unique)
Type The Type (classification) for the new Process.
This is an arbitrary value which can be used to
group processes of the same type.
Select an existing value, or enter a new value.
SLA (Optional) Select an existing SLA or enter a new one. Note
that this SLA is applicable for the end-to-end
process and is not task-specific.
: The SLAs listed are BMC Remedy Note
Process Designer SLAs and not from the BMC
Remedy Service Level Management (SLM)
module.
Process Designer makes use of the Business
Time forms within BMC Remedy server to
calculate target completion times. For more
details about defining the SLA, refer to the
Process Designer Configuration Guide.
3.
b.
c.
4.
1.
Notes (Optional) Enter additional notes related to the process
template.
Request (Optional) Select the default parent request type for the
Process used to pre-populate the Request field
for Update Parent Request and Set Field
actions.
Click to open the search dialog to locate the
form to select.
Process Group or Company (Optional) Select a Company to assign the process to.
Audit (Optional) Select this option to flag the Process and any
requests created from it for audit reporting.
Maintain Layout in Process Tracker Select this option if you want the Process
Tracker to display an executed instance of the
process with the same layout as designed. When
this option is not selected an automatic layout
algorithm is used.
If you are running Process Designer on a server with BMC Remedy ITSM and BMC SRM you can
assign the process to a company. This will restrict access to the process only to process designers
who are defined within the people of the Company.
Click on the new process dialog to create the process template. The process template is OK
displayed in the right-hand pane under the Company you selected. The process template is listed
under the Design node of the Company you selected. You can now design your process template by
adding tasks and dependencies to it. When adding tasks and dependencies you can select Edit >
and to copy and paste individual tasks, sections of the process. You can paste the Copy Edit > Paste
information in the same process or any other open task. The copied tasks will contain copies of any
fields or actions from the original tasks.
To open an existing Process Template, On the Process Designer Explorer, select an existing process from
the appropriate node of the Process Designer Explorer.
When you open a process diagram, existing tasks and dependency lines are displayed. You can add or
remove tasks to the process and create dependency lines between the tasks. When updated, the version
number of the process template will be increased to identify the version.
Note
You can copy individual tasks or sections of the process using Edit > Copy or Ctrl+C or
the whole process using Edit > Select All or Ctrl-A and paste them either into the same
process or another process which is currently open using Edit > Paste or Ctrl-V. All
pasted tasks contain copies of any fields or actions from the original tasks.
This section describes how to add various objects to the process template. The following sections are provided:
Adding tasks to the process diagram
1.
2.
3.
4.
Open the process template to which you want to add the task.
Select the Task shape in the palette and drag and drop onto the drawing window.
On the task dialog box, the task and values default to the and of the process Category Type Type Name
template.
On the tab, enter the following field values: Classification
Field Description
Category Select an existing task category from the list, or
enter a new category name.
Type If an existing Task Category has been chosen then
all available Task Types for it will appear on the drop
down menu or a new name can be entered.
A new Task Type name will need to be entered if a
new Task Category has been defined.
Name Enter a unique task name for the selected Task
Category and Type selected.
Description (optional) Enter a description of the task (up to 2048
characters).
Use the [~pshetye:...] button to add references to
fields. The selected values are substituted in the
task at run-time.
4.
5.
Sub Process (check box) Select this option if the task represents a
sub-process.
Process Name Enter the name of the sub-process that this task
relates to.
This field will displayed when the sub-process
check-box is selected.
Version Enter the version of the sub-process to use.
Audit Select this option so that the Task and any Request
Tasks in BMC Remedy server created from it are
flagged for audit reporting.
On the tab, enter the following field values: Details
Field Description
OLA Name (optional) Enter the Operating Level Agreement (OLA) that the
task must be completed against.
Leave this field blank if you already have your own
OLA/SLA functionality and don't need to monitor the
progress of tasks, then this field can be ignored.
Assigned To Group (optional) Select a business group to associate with the task.
The list displays all active business groups,
populated with data from the BMC Remedy Group
form.
Assignment Rule (optional) Specify an assignment rule with a condition to be
met for the task to progress.
List Position If tasks are to be displayed in tables, select the
task's list position within the process.
This must be unique and can usually be left as the
default, because the system will auto-generate and
update as necessary.
Note that the list position does not affect the order in
which the tasks are processed.
5.
6.
7.
8.
Starting Task Select this option to make the current task a starting
task in the current process.
Starting Tasks are always assigned when
processing begins, even if they depend on the
completion of earlier tasks.
When you add the first Task to your process
template, you will be asked whether you want that
Task to be a Starting Task. Selecting Yes will
automatically set this.
Return to Parent Only required for sub-processes to indicate whether
completion of this task should pass control back to
the process that called it.
Outcome Field Select this field if you want the process to
automatically set the outcome of the task to the
value of a process field.
Wizard Outcome Label Enter a label text for the Process Wizard Outcome.
If you are building a process for execution against the ITSM applications, then you can assign the task to a
support group, by selecting it from the option on the tab. Assigned to Group Details

Click to select the , and for the task's assignment and Support Groups... Company Organization Group
click . OK
Click to save your settings. OK
Double-click a task within the process diagram to modify its properties.
You can modify the task shapes, move or resize them, by selecting the task shape to show the control
handles. The control point in the centre of the task allows you to move the shape while the outer points allow
you to resize it. Use the to align the tasks to the grid lines. Align to Grid option
8.
1.
2.
3.

Adding actions to tasks
Task actions are useful to automate parts of complete processes using options like conditional routing based on the
value of a field on the process's request or the spawning of a command process to initiate external processing.
The result of the Action can be used to update the task status and control activation of dependent tasks in the
process.
To add actions to tasks
Open the process template that has the task to which you want to add the action.
Select the desired action from the palette and drop it on the task you want to add it to. For example, when
you drop the Notification Action item onto a task, the notification action window is displayed to add
notification settings.
Enter the following values to define the action details:
Field Description
Task Name The name of the task to which this action relates.
Trigger Task Status The status of the task that will trigger the action.
3.
4.
5.
a.
b.
c.
Trigger Outcome The outcome of the task that will trigger the action.
(Only applies when task status value is Complete.)
Post-Action Task Status The status that the task should be set to when the
action is completed.
Post-Action Outcome The outcome that should be set on the task when
the action is completed (only applies when the
post-action status is set to 'Complete')
Action Specific Fields These will appear depending on the action type
selected. Complete as indicated.
For more information about each action, see . Actions available for tasks
After an action has been created, it forms part of the process definition and is inherited by any requests
based on that process. Actions can reference fields which will then be substituted with the actual values
when executed within the request in your BMC Remedy application. For example, within an Email message
text.
Click to field to which you want to add the action. The list displays a list of any Process Designer Add Field
related fields within the process and fields on the Process's request form (if selected within the Process
definition).
In addition to these fields, the list also includes references to the request identifier (p_request_id) and the
task identifier (p_task_id). These are reserved words which are also substituted within the action when
executed.
To modify or delete an existing action:
Double-click the task on the drawing pane and then from the task properties, select the tab. Actions
Select the action that you want to update, and then . View
To delete an action, select it and then click . Delete
5.
c.
6. When an action is applied to a task, the shape of the task reflects the action applied to it. If you have multiple
actions applied to the same task, then the icon displayed will be that of the action which sets the task to
auto-complete. Only one action can auto-complete the task.
All actions configured to run on the same task status run simultaneously.
You can set the order in which actions run using the Task Status and Post-Action Task Status values.
Example
Type Task Status Post-Action Task Status
Set Field Assigned Complete
Send Email Complete
Here the action is run after the action. Send Email Set Field
If you want to display the task name below a task with an action, select it and resize it.

Actions available for tasks
The following task actions are provided in the Process Designer.
Email Actions
Notification Action
Running Processes
Set Field action
Create New Request action
Creating a Purchase Request and Line Items
Update Request action
Start New Process action
Approval action
Email Actions
Email Action utilizes the BMC Remedy Email Engine which must be pre-configured for your email server. For more
information about the BMC Remedy Email Engine, see the Configuring BMC Remedy Action Request Server Email
. Engine
Email Destination
The on the Email action can be set to one of four pre-defined values or to any text string that you Email destination
want want to use to control the setting of the email address:
Destination Description
Defined Address Sends the email to the address provided in the Defined
Address field. To send to more than one address, use a
semi-colon to separate addresses.
Assignee Sends the email to the assignee of the current task.
Creating an Email action with a defined email address sends an email to that address using the subject and text
defined in the action. The defined email address, subject and text can include any number of Process Designer or
BMC Remedy fields as described above. The value of any field used is substituted when the process is executed in
BMC Remedy application.
Notification Action
Notify Text can include any Process Designer or BMC Remedy fields. The recipient can also be set to the value of
a field on the parent request by setting the Notification Type to . Request Field
Note
This action requires that the parent request form be specified in the Process definition for this
option to be available.
Running Processes
Run Process and both, can be used to invoke an executable file or script on the Set Outcome Process Actions,
computer running the BMC Remedy AR server. The permissions on the file or script must have execution rights for
the operating system user running the BMC Remedy Action Request System server. The command can include any
Process Designer or BMC Remedy fields.
Note
Run Process, SQL Set Outcome, Process Outcome, Direct SQL actions will only available in the
palette if Restricted flag is not set in ABYD:UserPreferences form > Options tab > Advanced
for the currently logged oin user in BMC Remedy ITSM. Functionality
For existing processes, these actions are read- only if the Restricted flag is set in the
ABYD:UserPreferences form. However, they can still be deleted from all the processes.
Set Field action
The action sets the value of a process related field to outcome of the task, a field value from any BMC Set Field
Remedy server form on your server, or from a pre-defined list of queries to obtain a count value.
By default, the Request Form is set to the process's parent request form. You can select an alternative form. You
must provide a query to obtain the record
from which you want to retrieve the field's value if you select an alternative form.
1.
Click to define the query in the Set Field dialog box. Edit
The query can be built from a combination of the form's fields and also process related fields. The p_request_id and
p_task_id keywords can be used to query the form based on the current requests request_id or current task id.
When an integer process field is selected, you can set its value from a list of pre-defined queries, specifying the time
period the value is to be obtained for.
Create New Request action
Within the process you can add an action to create a new request in any named form within your BMC Remedy
ITSM system.
To add a Create New Request action
On the Create New Request dialog box:
1.
2.
3.
4.
Select the request type from the list if you are creating a BMC Remedy ITSM request (Incident,
Problem Investigation, Change Request, Work Order, Purchase Request or Purchase Request Line
Item).
Select and select the specific form from the secondary drop-down list. Other
Optionally, you can specify a process field in which the entry Id for the record created is stored. You
can then use this information within the process within actions or task descriptions.
Click to launch the wizard which assists you to obtain field data required to successfully create the Details
request.
Specify the company and individual making the request. Select the Use same values as the parent Change
option to indicate that the values are the same as the originating request which is running the Request
process. In this example, a Change Request will be created from a process running for a Service Request.
Click . Next
4.
5.
6.
7.
8.
Enter the applicable values to use when creating the request. Optionally you can select an existing template
to populate the fields. All fields on this dialog box other than the template are mandatory for a successful
request creation.
Click . Next
Enter additional mandatory details required to create the specify type of request you want to create. For
example, if you create an Incident, you see Incident specific details. The fields are pre-populated from the
template if you selected one on the previous stage.
Click . Next
8.
9.
10.
11.
12.
Enter the Operational and Product categorizations to be set on the new request. The fields are be
pre-populated if the categorization values are set on a template if you selected previously.
If you have Designer processes mapped against categorizations in your BMC Remedy ITSM server then the
process that will be triggered for the request will be displayed when categorizations are selected from the
drop-down list here. Alternatively, you can click to view all current Select from Process Mapping...
mappings.
You can select one of the mappings and click to set the categorizations to those selected. This also OK
confirms which designer process will be triggered when the request is created in BMC Remedy ITSM.
Click to confirm the details. OK
Click to view all the fields for the request. Full Field List...
12.
You can then populate any additional fields you want. The fields can be populated with values from the originating
request (for example the service request) which is running the process.
The field values can be typed or selected from the drop-down list of , Task Related Fields BMC Remedy ITSM
or the variables p_request_id or p_task_id. keywords
Creating a Purchase Request and Line Items
Here you can specify the and Company and Name. Alternatively, you can indicate Requested By Requested For
that these values are the same as the originating request which is running the process. In this example, a Change
Request will be creating the Purchase Request.
On the next page, you can specify the general information including an offset from the date the purchase request is
created to determine the date required. The and can be include process and request field Description Justification
values, added through the buttons. [~pshetye:]
Unless the auto-assignment of purchase requests is configured within BMC Remedy ITSM, you will need to specify
the assignment here.
Finally you provide the address details which can optionally be set from request or process field values.
Click to complete the action configuration. OK
Note that you should select a process field to store the id of the created Purchase Request if you want to also create
line items within the Purchase Request. After you have an action to create a purchase request, you can then define
an action to create line items.
The first step is to select the process field which was selected to store the id of the created purchase request in the
previous action. This will define the link and ensure the line items are created within the same purchase request.
On the next tab, provide general information using process or request fields where required.
Finally provide license information if applicable.
Update Request action
The action, similar to the action, allows you to update the task's parent request or a Update Request Set Field
1.
2.
3.
request in the BMC Remedy AR System server with values specified in the list, in the same way in which you
specify values in the action as shown above. Create New Request
Start New Process action
The action triggers another pre-defined process to be initiated. The existing process will still Start New Process
progress as usual, running concurrently with the new process. Unlike sub-processes, the tasks within the process
defined within this action will not be created until the action is triggered.
Approval action
The action allows you to select an approval process and specify an individual approver for the request. Approval
The approver can also be defined from a process related field, making the request's approver completely dynamic at
run-time.
The approval action can only be used for ad-hoc approval types and with processes defined for Service Requests
(BMC Service Request Management) and Change Requests (BMC Change Management). For more details, see
the Process Designer Configuration Guide.
Guidelines for SQL statements within actions
All SQL commands are run as the BMC Remedy database user (default ARAdmin)
No semi-colon is required at the end of the SQL statement. The command can include any Designer or BMC
Remedy server fields.
To update the current task use the reserved word 'p_task_id' to identify the record.For example :
UPDATE abyd_task set action_taken = 'Job Done' where task_id = p_task_id
To update the current request, use the reserved word 'p_request_id' to identify the record. For example:
UPDATE ABYD_Sample_Form set short_description = 'Software Problem' where
request_id = p_request_id
Because the SQL statement is run from within a BMC Remedy filter, any errors resulting from the SQL
statement will be visible from the BMC Remedy filter and/or SQL log files.
Adding fields to tasks
Fields can be added to tasks to support the business process without physically adding fields to forms within BMC
Remedy applications and also reduce the need to create workflow to hide or show the fields based on the status of
the process. Fields can be applied to tasks by selecting the tab on the task definition form. Fields
To create a new field
Open the process template that has the task to which you want to add the field.
Double-click the task to open the task definition form.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
On the task definition form, select the tab. Fields
Click . New

Specify the field name and type.
The type of field is a subset of the main field types supported within BMC Remedy AR System
Note
Character field types can also have a menu attached that has been pre-defined within the
BMC Developer Studio.
Select to make the field mandatory. This prevents the user from completing the task in BMC Mandatory
Remedy ITSM unless the field is populated.
Enter a description to provide help text to the user when entering the field's value from within the request's
Task in BMC Remedy ITSM.
Optionally, enter default value which can be based on a relevant BMC Remedy AR System keyword. For
example, a date/time field can be set to be the current $TIMESTAMP$. Default values are set when the task
is assigned.
Specify a minimum and maximum value to enforce either minimum and/or maximum length of a character or
diary field, or minimum/maximum values for integer and real number field types.
You can also select an existing field from another task in the same process. When the process is running in
BMC Remedy ITSM or BMC Service Request Management all fields of the same name have the same value.
To modify an existing field, select the field that you want to update on the Field form and then click . Edit
To delete a field, select the field that you want to delete, and then click . Delete
12.
13.
14.

If you are designing a process for use with the Process Designer Wizard (for user data entry) you can define
the order in which the fields appear. Use the up and down arrow to change the sequence.
Click to save your settings. OK
Adding dependencies in Process Designer
Dependency lines allow you to connect and add conditions to tasks that are dependent. Each Dependency line has
two control points to move the line to any element on the diagram.
To add a dependency line to the process diagram, simply click the mouse on the first task on the diagram and draw
the line to the dependent task. The ends of the Dependency line can be dragged onto tasks to join them.
1.
2.
3.

A task within the process template is denoted by different icons based on various options.
Tasks with actions are displayed based on the action which sets the task to complete, or in case multiple
actions have been added to one task, the first action that was added to the task.
Tasks without actions are displayed as standard when all dependencies are unconditional and as conditional
when the task has least one conditional dependency.
When you modify the dependency of a task the shape of the task is automatically updated, if required, using these
rules.
When a dependency is selected, the connections at both ends are highlighted. to change the dependent or
pre-cursory task, select the dependency line, and move the connection from the existing location to one of the 4
connect points of another task.
Each dependency line must be connected to 2 different tasks.
Note
If a conditional dependency line is moved to another task, the task previously connected to it
want become a standard task if no conditional dependencies are connected to it. The new task
connected want change from standard to conditional. However, the task(s) will not change
visually unless their dependencies are updated or the process is updated and re-loaded.
To add dependency lines
Open the process template to which you want to add the dependency.
On the first task on the diagram click the mouse and draw the line to the dependent task. The ends of the
dependency line can be dragged onto tasks to join them.
Double-click the dependency line to add details of the dependency line.
3.
4.

Add or modify the following details:
Field Description
First The first task in the dependency. This field is
auto-populated.
Dependent This is the task that is dependent upon the
completion of the First Task. This field is
auto-populated.
Dependency Type Select one of the following values:
OR Dependent task is assigned on completion
of all other linked tasks with the same 'AND'
dependency
AND Dependent task is assigned on the
completion of the first task
Conditional Outcome (optional) Enter the condition that must be met at the
completion of the first task before the dependent
task can start.
: Conditional outcomes of the dependency can Note
be defined by adding a Set Outcome action for the
parent, and setting the appropriate field value.
For more information about setting the outcome of
an action, see the section on Actions.
For additional details about setting Conditional
Outcome, see the next step in this procedure.
Restart Task Select this option to automatically set the status of
the dependent task back to if it is already Assigned
complete or has been cancelled.
4.
5.
6.
7.
Restart OLA This option is available if you set the value of the
Restart field to . Yes
Select this option if you want the target completion
time for the task to be recalculated after it is
restarted.
By default, this option is not selected, and the target
completion time for the task is the same as the
original time, before it was restarted.
If you select a Conditional Outcome, click the button next to the field to [~pshetye:...] Conditional Outcome
specify a . Dependency Qualification
The Dependency Qualification dialog box allows you to specify a condition to compare the value of a parent
or process field with a literal value or the value of another process or parent field. For example, you can have
a currency field and want to assign a task if the currency value is above $1000.

In addition to the available fields, the drop-down includes the p_task_assignment_count keyword that Field
represents the number of times the first task in the dependency has been assigned. If your process is built
with a dependency to return to a previous point in the process then the assignment count is automatically
incremented each time a task is re-assigned. Therefore a qualification can be configured to use the
p_task_assignment_count keyword within a loop if you want to repeat a task or set of tasks a defined number
of times.
Note
The data types of the and the should be equivalent to correctly evaluate the Field Value
qualification.
Click . OK
Click again on the Dependency Link dialog box to save your settings. OK
1.
2.
3.
Example
Adding dependency qualifications
In the figure the task titled is assigned 4 times as defined by the qualification on Repeating Task
the dependency from the task titled . The other dependency from this task should Repeat Loop
have the condition set to to continue out of the loop. [Else]
Creating process templates with common tasks and dependencies
BMC Remedy ITSM Process Designer allows you to link existing process templates to other process templates. You
can create a process template with common set of tasks and dependencies, and this process template can then be
referenced within other process templates.
To reference existing process templates within a new process template
From the palette, add a shape to your process diagram. Sub-Process Task
Select the name and version of the common process from the drop-down list displayed.
You can add any number of sub-process tasks to your process template. You can also include sub-process
tasks in a hierarchy, that is, add a sub-process task to an existing sub-process task in your process template.
There is no limit on the level of hierarchy you can add.
Click . OK
When the request is created in BMC Remedy application using the main parent process, the sub-process
tasks are not created, but instead replaced by the tasks in the sub-process referenced by the task.
For additional information about sub-processes, see the . Process Designer Concepts Guide
Changing the process design and task display layout
Process Designer can automatically layout your process diagram using the following options:
Centered
1.
2.
3.
4.
Cascading
Radial
Flowchart
To auto-layout the process, select a blank area of the diagram and select the preferred layout from the right-click
menu.
After the process diagram is altered, it cannot be undone. To revert back to the original layout, do not save the
changes to the process after applying the new layout.
Aligning task display horizontally or vertically
To align tasks horizontally or vertically, select multiple tasks using the key and then click either the button to Ctrl
align them horizontally, or to align them vertically. All selected tasks are then be aligned to the selected task
shape.
Adding diagram notes
Notes can be added to the process diagram to aid documentation.
To add diagram notes
Open the process template to which you want to add diagram notes.
Move the cursor to an empty point on the diagram and drag it to draw the note of your required size.

Double-click the note to add or change the text within it.

All diagram notes are saved with the process template.
Referencing BMC Remedy AR System server forms and field within processes
Processes can be defined to reference BMC Remedy AR System server forms, fields, and enumerated field values.
Without access to a BMC Remedy AR System server, this can be achieved by importing a BMC Remedy definition
file (.def).
Use the option to parse your file for the form names, field names, and other File > Import Definition File... .def
elements. There is no limit on the volume of files you can import and parse; existing references will not be lost.
Maintaining process templates for BMC Remedy OnDemand and on-premise
environments
This section describes the maintenance processes for BMC Remedy ITSM Process Designer process templates.
These processes include:
Changing the status of a process template
Updating a live process template
Modifying process template properties
Enabling process locking
Removing process templates
Changing the status of a process template
When you create a new process template, it is automatically assigned the status. At this stage, you can add Design
and remove task associations, and modify any associated records, such as tasks, dependencies, and others.
To modify a process template while retaining a backup copy of the previous version, set the status of the process
template to , and re-open it for designing. To set the status of a process template in the navigation tree, In Test
right-click it, and select . Promote to Test
Note
Whenever you change the status of a process template, the content menu options change to
reflect the next available status. Additionally, process template is moved to navigation tree node
that corresponds to the new status.
You can use a process template to submit requests only when its status is . You cannot update a process Live
template when its status is , , or . You also cannot update any associated tasks, Live Suspended Archived
dependencies, actions, or field values within the process template.
When you promote a new process template to the status, you are prompted to replace the current version Live Live
of the template, if one exists. If you replace the existing process template, the status of the existing process template
is changed to . Archived
Note
You must be a member of the group to be able to promote a process Process Designer Admin
template to the status. Live
1.
2.
3.
4.
Updating a live process template
When the status of a process template changes to Live, it becomes available for use in creating requests, and is
protected from any modifications. However, if you need to make changes in a process template, you can create a
new version of the current one. You must first create an In Test copy of before promoting it to Live status, and
replacing the existing process template.
To update a live process template
Right-click the process template in the navigation tree, and select . Create Test Copy
A confirmation message is displayed after the copy has been created, with a new version number.
To locate the new copy, navigate to the node on the navigation tree. In Test
Modify the new process template as required. For more information, see Creating and managing a process
. template
Promote the process template from the status to the status. In Test Live
When prompted, confirm that you want to replace the current version of the process template. The Live
status of the current version changes to . Archived
For more information about changing the status of the process template, see Changing the status of a
. process template
Modifying process template properties
To modify the properties of a process template, right-click it and select . Properties
Modify the required values and click to save the changes. OK
Enabling process locking
BMC Remedy ITSM Process Designer creates locks when you open a process template in the Process Designer
explorer for editing. Locks prevent multiple users from editing the same template simultaneously. When you open a
process template for editing, all other users are locked out.
You can remove process locks manually, if necessary, through the Process Designer Configuration Console from
1.
2.
within the Process Designer Explorer.
To release the lock on a process template, on the tab of the , select the process, and Locks Configuration Console
then click . Release Lock
You can set the preferences for the information that you see on this tab. Click the menu to view the Preferences
available options. You can add columns, remove columns, set a refresh interval, reset, and save your preferences.
Removing process templates
To delete a process template that are in the , , or status from the database, right-click it, Design In Test Archived
and select . This removes the process template, as well as all of the tasks, dependencies, actions and fields Delete
within the process template.
Mapping processes to BMC Remedy ITSM applications
When you map a process created in BMC Remedy ITSM Process Designer to a BMC Remedy ITSM application,
you define the criteria for when the specified process template should automatically be attached to the request
(Incident, Problem, Change, or Work Order in BMC Remedy ITSM). Whenever such a request meets all of the
specified mapping parameters, the process template is attached to the request, and the predefined tasks in the
process are generated.
For example, you create a mapping for company Global with a process called for the Change Outage Check
Management application. You specify operational categories, o1, o2, and o3, and product categories p1, p2, and p3,
and a with the Scheduled status. In this case, every change request created with operation categories op1, op2, op3
and product categories p1, p2, and p3 will automatically start the process when the change request Outage Check
reaches the Scheduled status.
The operational categories, product categories, and status fields are marked optional on the Process mapping
form.If you leave these fields blank, they act as records. For example, if no operational or product match all
categories are specified for a mapping that relates to the change application, then all change requests created
would start the specified process regardless of their operational and product categorisation values.If you leave the
field blank, the process starts when you submit the change request. Status
The following parameters define the relationship between a BMC Remedy ITSM application request and the
process:
Operating company
BMC Remedy ITSM application
Request status
To map a process to BMC Remedy ITSM applications
From the Home page, select from the menu. Process Designer > Process Mapping Form Application
The Process Mapping Form in displayed in the Search mode.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
1.
2.
3.
To create a new mapping, click on the toolbar. New Request

Select a company for which you want to define the mapping. You can select a specific company or select Gl
to define the mapping for all companies. obal
If you want the process to run more than once for the same request, select the chec Force Restart Process
k box.
Note
The Force Restart Process option works only for BMC Remedy Change Management
application.
Select the check boxes for BMC Remedy ITSM applications (Change Management, Problem Management,
Incident Management, Work order) with which you want to integrate BMC Remedy ITSM Process Designer.
Select the process from the list. Process Name
If you want the Process Wizard to be available when the process is running, select the check Use Wizard
box.
Select the . This field specifies which process takes precedence over the default process look-up Sort Order
order. You can enter any integer value.
Select , when applicable. Operational Categorizations
Select , when applicable. Product Categorizations
Select the from the list. Product Name
Select the in which the process should attach to the request. Application Status
Click . Save
All the fields in this form, except , are automatically populated. ( ) You must select the status for the Status Optional
Process Mapping record.
Note
The records with the status are available for use. You cannot use any other Enabled
records.
The user must have the Admin rights to delete a Process Mapping record.
Mapping processes to BMC Remedy Service Request Management
BMC Remedy ITSM Process Designer integrates with BMC Service Request Management to generate and control
the assignment and progression of tasks within BMC Service Request Management and Work Orders. When the
process is selected within the service request definition (SRD), BMC Remedy ITSM Process Designer automatically
generates tasks that correspond to each of the process steps.
To map a process to BMC Service Request Management
Log on to BMC Remedy Mid Tier as a user with permissions to create and update SRDs.
From the Home page, from the menu, select Applications Service Request Management > Service
. Catalog Manager Console
3.
4.
5.
6.
When creating a new SRD, select the process template that you want to assign to the service request by
clicking the button. The Select Process dialog box appears. Select
Note
For more information about how to create a new SRD, seeCreating a standard SRD with
. the Service Request Definition form

Select the check box to display a list of all the processes in the Live status, as Use Designer Process
defined in the BMC Remedy ITSM Process Designer client for your company.
Double-click the required process.
Click and then click to save the SRD. Select, Save
The process template is associated with the SRD.
Note
Ensure that the SRD is in the Deployed state before you use it.
Working with BMC Service Management Process Model
This topic describes the following task:
Changing a process name in BMC Service Management Process Model
Changing a process name in BMC Service Management Process Model
The following table lists the steps that you must perform when changing a process name. Use this table as a
checklist.
Process name change checklist
Step Check Description Instructions
1. Change the process name
in the process model box.
Changing text in process
. model boxes
in the process model
header.
model headers.
in all Microsoft Visio 2007
drawings.
. Changing a diagram
in all process documents.
. model boxes
5. Place updated Microsoft
Word process documents
in the process model for
downloading.
. model boxes
6. Convert the new Microsoft
Visio 2007 drawings to GIF
files and update the
process model with them.
Converting VSD files to
GIF format
7. Ensure that all hotspots
are correctly positioned.
Changing hotspots
8. Update the process name
in the title of the HTML
frames page.
Changing the HTML
frames page files.
9. Update the process name
in the body of the HTML
frames page.
Changing the HTML
. frames page files
Administering
The following topics provide information that is required to manage and maintain BMC Remedy ITSM after it is
installed and to ensure that it is available to end users:
Data Management
Other administering tasks
Data Management
Data Management provides a web-enabled dataload tool that enables you to load foundation data, process setup
data, and transactional data from earlier versions of BMC Remedy and legacy systems into the current release of
BMC Remedy ITSM Suite. For more information about these three levels of data, see Levels of BMC Remedy ITSM
. Suite data
The dataload tool provides a job-based framework that supports job-based data loads. You can use the tool to
import data for:
Foundation (which contains the common forms and data that are needed to support the BMC Remedy ITSM
Suite of applications)
BMC Service Request Management (for more information see ) Running the import
BMC Change Management (and Release Management)
BMC Asset Management (and Software License Management)
BMC Service Desk
The job-based framework provides support for:
Automated job scheduling
Multiple users performing multiple simultaneous dataloads
Multi-tenancy, which means users can create dataload jobs and templates that can be restricted to specific
companies
Centralized error handling
Case insensitivity correction and alias replacement during validation
Loading data from various sources; for example, Lightweight Directory Access Protocol (LDAP) source files,
AR Export (ARX) files, Extensible Markup Language (XML) files, databases using Java Database
Connectivity (JDBC), and Microsoft Excel spreadsheets
Note
Microsoft Excel spreadsheets formatted with the .xlsx extension have the following
limitations:
Worksheet size: 1,048,576 rows by 16,384 columns
Number of characters in a cell: 32,767
If your data load operations could exceed these limitations, consider customizing
the data loads using Atrium Integrator transformations as described in Managing
. customizations
Data load customization options include:
(Recommended) Modifying or creating new Atrium Integrator transformations or
jobs that load directly from the data source to the associated load forms. This is
accomplished using one of the many out of the box input adapters in Atrium
Integrator,for example JDBC. With this option, you can use the spreadsheets as a
source of information on the target forms.
Adding extra cells that you can concatenate if the cell length is exceeded.
If the row length could exceed the spreadsheet limitation, another option (which does not
require customization) is to split the load into multiple spreadsheets. This method,
however, requires you to perform multiple loads.
Data Management provides out-of-the-box job templates, spreadsheets, and staging form mappings for your use.
Note
As of BMC Remedy ITSM 8.0, Data Management does not provide sample data spreadsheets.
Data Management also provides a data wizard for modifying foundation data throughout all applicable BMC Remedy
ITSM Suite forms and in configuration item (CI) records in BMC Atrium CMDB. For more information about the data
wizard, see . Using the data wizard to modify data
Note
You should not run the Data Management tool and the data wizard at the same time as this can
cause a data integrity issue.
Job-based framework terminology
The following terms are used when describing the job-based framework:
Data Management job A (also referred to as in this Data Management job job
documentation) is an executable unit of work that is
composed of a number of steps and their relationships
and is used to run the dataload processes. A job is
specific to one user and one company. Data
Management jobs call Atrium Integrator jobs.
Step A defines a unique process for dataloads, such as step
a load step, a validate step, or a promote step.
Transformation A defines a data flow sequence. It transformation
integrates source and target data stores. It reads data
from the source data store, transforms it according to
the rules that you specify, and stores it in the target data
store.
Atrium Integrator job An is the core construct required Atrium Integrator job
by the job-based framework. It is composed of one or
more transformations.
Data migration recommendations
You can use the following methods to migrate data from an external source into BMC Remedy ITSM Suite
applications:
BMC Atrium Integrator
Data load spreadsheets
The recommended method of migrating data depends on the accessibility of the data.
When to use BMC Atrium Integrator
If you can access the data source in its original format by using , create a data transfer that BMC Atrium Integrator
maps from the original source to the BMC Remedy AR System data load staging forms directly. The advantages to
this method include:
No data handling errors occur.
The size of the operation does not affect attachment sizes.
This method is faster than using the data load spreadsheets.
Translating data into the is not necessary. spreadsheet format
Note
You can, however, use the spreadsheets as documentation for destination schema (the
spreadsheets include size, type, help text, and so on).
When to use data load spreadsheets
If the data is distributed in many, disparate formats or requires significant reconciliation, perform the following
actions:
Use the . data load spreadsheets
Use to help automate the process. alias replacement
Levels of BMC Remedy ITSM Suite data
BMC Remedy ITSM Suite contains the following levels of data:
Foundation data Configuration data that applies to all of the BMC Remedy ITSM Suite applications, such
as companies, sites, people, and categorization
Process setup data Configuration data that affects processes for a specific application (for example,
decision trees can be used by BMC Service Desk)
Transactional data Records created during day-to-day use of the product, such as incidents and change
requests
Notes
CI data can be loaded even if BMC Asset Management is not installed.
Not all levels or types of data are supported by all products in Data Management. See
the following diagram to understand which data is supported by which product.
Levels and types of data supported, by product, in Data Management
Overview of the dataload process
You can use the dataload tool to import data into your BMC Remedy ITSM Suite of applications.
Overview of the dataload process
1.
2.
3.
4.
The main procedures in the dataload process are as follows:
Providing source data using, for example, dataload spreadsheets, LDAP source, ARX files, or XML files
BMC Remedy ITSM requires that you provide the following data at a minimum:
Data Out-of-the-box spreadsheets Out-of-the-box job templates
Company Company.xlsx Company
Organization PeopleOrg.xlsx People Organization
Location Location.xlsx Location
Support Group SupportGroup.xlsx Support Group
People People.xlsx People
For instructions on working with spreadsheets, see . Managing spreadsheets
Creating a job using the Data Management Job Console
For instructions, see . Creating a job
Note
For information about creating customized jobs, see . Creating customized jobs
Selecting a job template that includes a set of steps
For instructions on using a template supplied by BMC, see . For Creating a job using out-of-the-box templates
information about customizing templates, see . Creating customized job templates
Choosing one of the following methods for running your job:
Scheduling a job by using the Job Scheduler Console to run at a future date and time
For instructions, see . Scheduling jobs
Running a job includes loading, validating, and promoting data. For more information, see Completing
. steps
4.
Running the job manually and immediately instead of scheduling the job
For instructions, see . Running a job
Note
If you have customized BMC Remedy ITSM Suite, see . Managing customizations
Dataload components
This topic describes the main components that support the dataload process:
Atrium Integrator adapter for BMC Remedy AR System
Atrium Integrator Spoon client
Data Management Job Console
Error management
Load template
BMC Atrium CMDB
Note
The BMC Remedy ITSM Suite of applications runs on the BMC Remedy AR System platform.
The BMC Remedy Mid Tier serves as a client of the BMC Remedy AR System server and as a
sever to web browsers.
Dataload components
Atrium Integrator adapter for BMC Remedy AR System
BMC Remedy AR System provides an Atrium Integrator adapter plug-in that enables you to create and run your own
data transformations.
The adapter is used in transformations to import data into BMC Remedy AR System or to extract data from BMC
Remedy AR System into other data sources.
For more information, see . Atrium Integrator adapter for BMC Remedy AR System
Atrium Integrator Spoon client
The Atrium Integrator Spoon client is a graphical transformation and job designer. For more information, see Atrium
. Integrator Spoon client
Data Management Job Console
The Data Management Job Console replaces the Data Load console that was used previously for dataloads. It
enables you to create and manage dataload jobs. The Data Management Job Console is referred to as the Job
in the the rest of the documentation. For information about navigating the Job Console, see Console Using the Job
. Console
Error management
The error management functionality enables you to handle validation errors for multiple jobs from one location in the
Error Management window. For information about navigating the Error Management window, see Using the Error
. Management window
Load template
The load template functionality enables you to select an out-of-the-box template or previously-saved custom
template that you created for a job.
An out-of-the-box template already has a set of steps defined for it.
BMC Atrium CMDB
The BMC Remedy ITSM Suite of applications consumes data from the BMC Atrium Configuration Management
Database (BMC Atrium CMDB) application. BMC Atrium CMDB stores information about the configuration items
(CIs) in your environment and the relationships between them.
Changing existing data
If data is already present in your BMC Remedy ITSM system, you can create jobs to update existing data for specific
fields (for example, First Name, Last Name, Login ID, and Site Address). You can also use the data wizard to modify
foundation data (for example, company name and site name) that cannot be modified in foundation configuration
forms.
For more information about using the data wizard, see . Using the data wizard to modify data
Data Management usability enhancements
Starting with BMC Remedy ITSM 8.0, Data Management adopted the following usability enhancements:
To improve the user experience, BMC provides a web-enabled dataload tool that replaces the Data
Management tool which had to be installed. File handling is now centralized using a network share that you
must configure. For more information about configuring the network share, see OLD VERSION OF
. Configuring the BMC Remedy AR System repository for attachments and spreadsheets
To improve application performance, system administrators can configure system messages from filters and
servers to appear in a message bar instead of in pop-up windows.
To improve overall system performance, consoles and forms now open inside a single view area, instead of
in individual windows.
To make navigation through the BMC Remedy ITSM Suite of applications easier, a more consistent
navigation model is used on the IT Home Page, consoles, and forms. For example, the application menu that
appeared on the IT Home page in earlier releases of the BMC Remedy ITSM Suite of applications is now
used on all of the application consoles and main forms.
To make required fields more obvious, when you save a record a red box outlines mandatory fields that do
not contain valid information.
Data Management user scenarios
This section describes typical user scenarios for using the dataload tool and data wizard.
1.
2.
3.
4.
5.
Scenario Procedures
User scenario for data loads Use the dataload tool to load new data.
Changing a user's login ID using the Data Wizard
Console
Use the data wizard to modify data.
Reorganizing a department and changing support group
names using the Data Wizard Console
Use the data wizard to modify data.
Related topic
User scenario for data loads
The following user scenario describes how a DMT User can import data from external sources into BMC Remedy
ITSM applications using the jobs-based framework and then how a DMT Admin can modify a job on behalf of
another user.
Joe Unser works for Calbro Services in the Human Resources department and he is responsible for keeping
organizational data in BMC Remedy ITSM Suite of applications up-to-date. He starts his two-week vacation
tomorrow.
Allen Allbrook is the DMT Admin for Calbro Services. He will be Joe's backup while Joe is away. Because he is a
DMT Admin, he can modify jobs that were created by other users.
Allen Allbrook defines Joe Unser as a DMT User. For more information, see Defining users and administrators for
. Data Management
Loading new organizational data
The following procedure describes the typical steps involved in this user scenario.
From the Spreadsheet Management window, Joe Unser downloads the required Microsoft Excel People.xlsx
spreadsheet, which is needed to update people information, onto his desktop.
Joe uses Microsoft Excel to update the spreadsheet with the new people information. People.xlsx
From the Spreadsheet Management window, Joe uploads the spreadsheet back into the Data People.xlsx
Management system.
From the Job (New) window, Joe selects the standard out-of-the box People template and creates a job. The
template includes a set of predefined steps. For more information see, Creating a job using out-of-the-box
. templates
Note
Joe or Allen could choose to create a customized job that pauses the job at a selected
status. For information, see . Creating customized jobs
Joe realizes that there are more changes that need to be made before he can run the job. As he is going on
5.
6.
7.
8.
9.
10.
1.
2.
a.
b.
vacation tomorrow, he asks Allen to add the missing support group information and run the job while he is
away.
Using Spreadsheet Management, Allen makes the required changes to the spreadsheet SupportGroup.xlsx
and uploads the changes to the system.
From the Job Console, Allen searches for Joe's job, retrieves it, and modifies Joe's job by adding the Support
Group template to the job.
Allen configures the Load step. For more information, see . Load step
Allen runs the job. For more information, see . Running a job
The Microsoft Excel spreadsheets are imported into the staging forms and the data is validated and
promoted.
Note
The Load step maps the Excel spreadsheets to the staging forms.
During validation, the alias replacement function for data loads replaces alias values on
staging forms with the actual values based on defined alias mappings. For more
information, see . Alias replacement during validation
The validate step also automatically converts the letter case of values on staging forms
for the supported data type fields so the case is the same as the case used for the values
on the parent form. For more information, see Case insensitivity correction during
. validation
From the , Allen fixes any validation errors and re-runs the job. For information Error Management window
about fixing errors, see . Managing data errors
Note
Once Allen (or Joe) has run the job and the target server has their valid data, Allen (or
Joe) would not typically load their data again. Instead, he would just fix any errors for the
staging forms in Error Management, rerun the job, and then promote the remaining data
to the target server.
Changing a user's login ID using the Data Wizard Console
In this scenario, a user's recent name change requires a change in that user's ID.
For more detailed information about using the Data Wizard Console, see . Using the data wizard to modify data
To use the data wizard to change a user ID
From the Applications list on the IT Home page, select . The Data Wizard Data Management > Data Wizard
Console opens.
To determine how many records will be affected by the login ID update, run the count function in the data
wizard and view the log after the count has completed.
Select as the action you want to perform. Count target values
Select as the type of data to be acted upon. Login ID
The following figure shows the Data Wizard Status Screen with the results log for the count operation.
2.
b.
3.
4.
Data Wizard console status screen showing the results log
Depending on the number of records that will be affected, choose a time to perform the update. If a large
number of records are affected, you might want to schedule the update to run in off hours.
In the example shown above two forms are affected: CTM: SupportGroupAssociation and CTM:
SupportGroupFunctionalRole. Each form has two login IDs that have to be updated.
Run the update function in the data wizard. The following figure shows the Update target values function and
the Login ID data type selected. The second figure below shows the next screen with the Login ID details for
the update specified.
Data Wizard console showing update for Login ID selection
4.
Next screen showing Login ID details for the update
4.
5. View the resulting status and log to see how many records were updated.
The following figure hows the results screen after the Update Login ID function has run. The number of
records updated for each form should match the count from step 2.
Results of the Update Login ID function
5.
1.
2.
a.
b.
The individual can now sign in using the new login ID.
Reorganizing a department and changing support group names using the Data Wizard Console
In this scenario, your company has reorganized its IT department and needs to rename some support groups.
For more detailed information about using the Data Wizard Console, see . Using the data wizard to modify data
To use the data wizard to change support group names
From the Applications list on the IT Home page, select . The Data Wizard Data Management > Data Wizard
Console opens.
Determine how many records updating support group names will affect by running the count function in the
data wizard and viewing the log after the count has completed.
From the list, select . Select the action you want to perform Count target values
From the list, select . Select the type of data to be acted upon Support Group
The following figure shows the function and the data type Count target values Support Group
selected. The second figure below shows the next screen with the Support Group details for the
update specified.
Data Wizard Console showing update for Support Group selection
2.
b.
Next screen showing Support Group details for the update
2.
b.
3.
4.
a.
b.
Depending on the number of records that will be affected, choose a time to perform the update. If a large
number of records are affected, you might want to schedule the update to run in off hours.
Run the update function in the data wizard:
From the list, select . Select the action you want to perform Update target values
From the list, select . Select the type of data to be acted upon Support Group
The following figure shows the Support Group form that is displayed and the data entered for the
update.
Support Group form with data entered for update
4.
b.
5. View the resulting status and log to see how many records were updated. The results screen shows the
updates made after the Update Support Group function has run. The number of records updated for each
form should match the count from step 2.
The employees can now use BMC Remedy ITSM under their new support group.
Multi-tenancy and Data Management
When your Data Management system is set up for multi-tenancy, users can associate more than one company with
their profiles. Users can create jobs and templates for these companies, and can use custom templates that have
been created for the companies. Multiple companies can be added to custom templates so that the templates can
be shared. For more information, see . Creating customized job templates
Recommendation
For non-multi-tenant environments or centralized data administration, BMC recommends that all
Data Management users either have unrestricted access or they should have access to the
company data they are loading. Centralized data administration can be implemented in a
multi-tenant environment when you have defined a central group of users who will administer
data across all tenants.
Example
A user's profile has company A and company B defined. The user can create separate jobs for
company A and company B, create templates for company A and company B, and can also use the
custom templates that have been created for either company.
If a custom template has been created for company B and company C, the user has access to the
template because of their access to company B. The user cannot see custom templates created only
for company C. Likewise, the user cannot see jobs, steps or staging form data created under
company C; they can view jobs, steps, and staging form data only for company A and B, and can
modify only jobs and steps that they own for company A and B.
Getting started with Data Management
This section provides information about configuring Data Management prior to using it, and describes how to
navigate user interfaces for data loads.
Defining users and administrators for Data Management
Configuring the BMC Remedy AR System repository for attachments and spreadsheets
Configuring Data Management application preferences
Navigating Data Management interfaces
Loading data to hub and spoke environments
Staging forms dependencies
Defining aliases for data types
Disabling indexing for knowledge articles
For information on the DMT Admin and DMT User roles, see . Data Management user roles
Note
The server option should be selected. For further information, see Disable Escalations not Pre
. paring BMC Remedy AR System to run the application
For information on navigating the Job Console, Job window, and Error Management window, see the following
topics:
Using the Job Console
Using the Job window
Using the Error Management window
Defining users and administrators for Data Management
Application administrators can define users and administrators. The following procedure describes the minimum
information required to define a DMT Admin or DMT User. When you configure users, you should modify the login
ID to make it secure.
1.
2.
3.
a.
b.
c.
4.
a.
b.
c.
d.
e.
Note
Always configure people by opening the BMC Remedy ITSM People form from the Application
Administration Console. Changes in that form are automatically made in the BMC Remedy AR
System User form, but changes in the User form are not made in the People form.
To define DMT Admin or DMT User
To define users, application administrators must have a BMC Remedy AR System license.
From your browser, log on to BMC Remedy ITSM as (default login ID). appadmin
From the Applications list on the IT Home page, select Administrator Console > Application
On the tab, select the appropriate company and then perform one of the following Standard Configuration
steps:
(Use new user as DMT Admin or DMT User) Create a record for the new user.
(Use existing user as DMT Admin or DMT User) Find the user by completing the following substeps:
Click next to Step 4 People in the tab of the Application View Standard Configuration
In the People form, search for the user.
Select the user to define as the DMT Admin or DMT User.
Information for the selected user appears in the People form.
In the field, select . Unrestricted Access No
Note
The DMT Admin can be granted unrestricted access by selecting but that will Yes,
mean that he or she will be able to override all jobs in all companies.
In the field of the Permission Group dialog box, select for a user or Permission Group DMT User DM
for an administrator. T Admin
Click for each permission group. Add/Modify
Click . Close
The DMT Admin or DMT User information is stored in the BMC Remedy AR System User form and the BMC
Remedy ITSM People form.
Related topic
Configuring the BMC Remedy AR System repository for attachments and spreadsheets
1.
2.
The BMC Remedy AR System repository for attachments and spreadsheets must be configured by a user with AR
Administrator permissions prior to DMT Users and DMT Admins creating or modifying jobs. The files in this
temporary work area will be read by the Atrium Integrator during the Load step.
Warning
If you see the following error message when you create or modify a job, contact your AR
Administrator before proceeding:
The system setting for Data Management file path is not set, please
have your AR Administrator configure this (Jobs may not be run, until
this is set)
Note
If you have AR Administrator permissions and you see the error message described above, you
can click on the question mark icon, to open the System Settings form directly from the error
message.
Before you begin
To complete the following procedure, you must have AR Administrator permissions.
To configure the BMC Remedy AR System repository for attachments and spreadsheets
From the IT Home page and the list of applications, select Administrator Console > Application
Administration Console > Custom Configuration > Foundation > Advanced Options > System
and click . The System Settings form opens. Configuration Settings - System Settings Open
In the System Settings form, enter the required information in the field; Data Management Load File Path
for example:
For Microsoft Windows:
Enter a fully qualified Universal Naming Convention (UNC) file path as follows for both single and server
group installations:
\\<serverName>\<yourFolderName>\
Note
The file path also:
must end with a backslash
might need the $ symbol to indicate a drive letter
must not contain spaces. For example: \\<servername>\C$\datatoool\
For UNIX:
In a single server UNIX environment, you can define a local folder (for example ) or you can /tmp/LoadFiles/
create a mount point (Network File System or other file system) and use . /mount/LoadFiles/
In a server group UNIX environment, you define a mount point (Network File System or other file must
system) and use /. /mount/LoadFiles
2.
3.
1.
2.
3.
4.
Warning
You must ensure that BMC Remedy AR System can write to your path. If you are using
Windows, access to the UNC file path should be restricted to the BMC Remedy AR
System environment and secured by Internet Protocol (IP) address filtering. If you are
using UNIX, BMC Remedy AR System must have full access to your mount point.
If you have multiple servers in a server group, they must all have access to the Read,
Create, and Delete folders and files in this path or mount point.
Recommendation
For single server installations, use a local drive for the BMC Remedy AR System server
to assist with performance instead of a LAN or WAN. The server must be named and it
cannot be defined as \\localhost\.
Click to save your changes. Save
Configuring Data Management application preferences
You can configure specific Data Management preferences so that they are enabled by default for all of your
dataload jobs. You do not need to set these values for each record individually when you create steps.
To configure application preferences
From the Applications list on the IT Home page, select . Data Management > Job Console
From the navigation pane on the Job Console, select . Other Functions > Application Preferences
Select the tab. Data Management
In the Application Preferences dialog box, you can choose to customize the following features:
Create only
You can select from the following choices:
Select if you only want new data to be created and you do not want existing records to be Yes
updated. Once you select Create Only, only new records are created for the target applications
by default. Staging form records that already exist in the target applications or on the same
staging form are flagged as errors and should be corrected.
Select to run the validate steps in update mode. New records are created in the target No
applications, duplicate records are not flagged as errors, and the data is pushed to the target
applications, effectively updating it.
Select to set the Create Only flag on your job to match the setting for this flag Template Value
on the template you used to create the job.
4.
Note
The following forms will allow you to create records and will not update
records in the target forms whether or not Create Only is selected:
APR:LoadSignature
CFG:LoadBusinessTimeHolidays
CFG:LoadReminders
CHG:LoadInfrastructureChange
CHG:LoadImpactedAreas
CHG:LoadWorkLog
CTM:LoadPeopleWorkLog
CTM:LoadSGPOnCall
CTM:LoadSupportGroupAlias
CTR:LoadContract_Relationship
CTR:LoadWorkLog
FIN:LoadCosts
FIN:LoadPayments
HPD:LoadHelpDesk
HPD:LoadImpactedAreas
HPD:LoadTemplate
HPD:LoadTemplateAssociations
HPD:LoadWorkLog
PBM:LoadImpactedAreas
PBM:LoadInvestigationWorkLog
PBM:LoadKnownErrorWorkLog
PBM:LoadSolutionDBAlias
PBM:LoadSolutionWorkLog
SHR:LoadAssociations
TMS:LoadAssignmentConfig
TMS:LoadAssociationTemplate
TMS:LoadFlowTemplate
TMS:LoadVariableMapping
TMS:LoadWorkInfo
You can choose to change this selection later when you create individual steps for jobs. For
4.
information about creating steps, see . Creating customized jobs
Job Wait
When a wait flag is set for a step, the step stays in progress and does not run until the wait flag is
removed by the user. For information about removing the wait flag, see . Running a job
You can choose to change this selection later when you create individual steps for jobs. For
information about creating steps, see . Creating customized jobs
You can choose from the following:
Auto Validate - Auto Promote, which means that by default the job will not wait at either the
Validate or Promote step
Manual Validate - Auto Promote, which means that all Validate steps are created with a wait
flag set by default. Promote wait flags are not set by default
Auto Validate - Manual Promote, which means that all Promote steps are created with a wait
flag set by default. Validate wait flags are not set by default
Manual Validate - Manual Promote, which means that all Validate and Promote steps have
the wait flag set by default
Template Value, which means that wait flags are set for the Validate and Promote steps to
match the wait flags used by your job's template by default
Note
You cannot set a wait flag for Load steps.
Keep Promoted Staging Records
Enter the number of days from job completion that your promoted staging records should remain in
your database. After this time period, an escalation removes all promoted staging data. BMC
recommends that you provide just enough time to ensure proper promotion of your data and that this
should be less than two weeks.
Notify before deleting Non-promoted
Enter the number of days after job completion until the owner of job is notified concerning
non-promoted data. The actual data will be deleted from your database seven days after the
notification. BMC recommends that you enter 60 days.
Delete Job and Steps after
Enter the number of days after job completion until jobs and steps are deleted from your database.
BMC recommends that you enter 365 days in case old jobs are required as templates.
Navigating Data Management interfaces
This section describes how to navigate the following Data Management user interfaces:
Use the Job Console to create and modify dataload jobs.
Functional areas of the Job Console
Job functions on the Job Console
Other functions on the Job Console
Functional areas of the Job Console
The following figure illustrates the functional areas of the Job Console.
Job Console
The following table describes what you can do in each of the functional areas.
Job Console functional areas
Functional area Description
Job Console banner
Breadcrumb bar A navigation aid that contains links to related records that
you opened from the console
Breadcrumb navigation controls The Back button takes you back one link in the
breadcrumb trail.
The Forward button takes you forward one link in the
breadcrumb trail. The Forward button is visible only if you
have returned to a record on the breadcrumb trail that you
previously viewed.
The drop-down menu contains links to all the records that
you have viewed from the current view, including records
that might not be currently visible in the breadcrumb trail.
The Home icon takes you to the IT Home page.
Job Console header
Show Select a job status to determine which jobs are displayed
in the Job Console panel
Filter By Select All to show the jobs for all of the users for your
company in the jobs table. Select My Jobs to only show
your jobs.
Navigation pane
Job Functions Provides options for creating jobs and searching for jobs.
For more information, see Job functions on the Job
. Console
Other Functions Provides options for creating templates, searching for
templates, managing spreadsheets, validation error
handling, setting application preferences, mapping
aliases, registering Atrium Integrator jobs, and advanced
configuration. For more information, see Other functions
. on the Job Console
Job Console panel
Refresh the Console Refreshes the console
Create Create a job. For more information about creating a job,
see . Creating a job
View View a job. For more information about viewing a job, see
. Viewing a job
Cancel Cancel a job. For more information about canceling a
jobs, see . Canceling a job
Delete Delete a job
Jobs table Lists jobs for your company or companies
Job functions on the Job Console
The Job Console provides access to dataload tasks. The following table describes the job function links in the
navigation pane.
Link Description
Create Job Create a job. For more information, see . Creating a job
Search Job Search jobs. For more information, see Searching for a
. job
Other functions on the Job Console
The following table describes the other functions in the navigation pane.
Note
If BMC Service Request Management is installed and you have Request Catalog Manager or
Administrator permissions for BMC Service Request Management, the Export SRM Data link is
available for use from the other functions in the navigation page. The Export SRM Data link
launches the Import Export Console for BMC Service Request Management. For more
information, see . Exporting SRDs, PDTS, and supporting data
Link Description
Create Template Create a template. For more information, see Creating
. customized job templates
Search Template Search templates. For more information, see Searching
. for job templates
Alias Mapping Manage data type aliases. For more information, see D
. efining aliases for data types
Application Preferences Configure application preferences. For more
information, see Configuring Data Management
. application preferences
Spreadsheets Manage spreadsheets. For more information, see Mana
. ging spreadsheets
Error Management Handle errors captured in the Validation step. For more
information, see . Managing data errors
Atrium Integrator Jobs (only for DMT Admins) DMT Admins can register Atrium Integrator jobs. For
more information, see Registering a new Atrium
. BMC recommends that Integrator job for a Load step
you consult with your AR Administrator before making
changes.
Advanced Configuration (only for DMT Admins) DMT Admins can open the UDM:Config form to
configure the Atrium Integrator component. These
entries are input when the BMC Remedy AR System
server is installed. BMC recommends that you consult
with your AR Administrator before making changes.
The Job window displays the details of your jobs and enables you to make changes to the jobs.
Functional areas of the Job window
Links on the Job window
Functions on the Job window
Functional areas of the Job window
The following figure illustrates the functional areas of the Job window.
Job window
Job window functional areas
Job window banner
Breadcrumb bar A navigational aid that contains links to related records
that you opened from the window
breadcrumb trail.
The Forward button takes you foward one link in the
breadcrumb tail. The Forward button is visible only if you
previously requested.
Navigation pane
Links Provides audit log functionality. For more information, see
. Links on the Job window
Functions Provides functionality for creating a new job. For more
information, see . Functions on the Job window
Steps panel
Create Create steps. For more information, see Creating
. customized jobs
View View the selected step and make changes to it
Delete Delete the selected step. For more information, see Deleti
. ng steps
Cancel Cancel the selected step
Enable Wait Make a selected step wait before it runs. The step will
require manual intervention for it to run.
Remove Wait Enable the selected step to run automatically without
waiting
Step groups Click on the Load, Validate, or Promote step groups to
display the steps in each group.
Job panel
Save Save the job
Save as Template Save the job as a template for creating new jobs
Run Run the job
Cancel Job Cancel the job
Continue Run all of the steps that are queued and have been
waiting to run
Re-Run from Validate Run the same job again after correcting any errors in
Error Management and to revalidate and promote the
fixed records. This process does not run the Load step
again.
Note: CI loads do not support Re-Run from Validate.
Links on the Job window

The Job window provides access to dataload tasks. The following table describes the links in the navigation pane.
Link Description
View Audit Log View the aduit log. For more information, see Viewing
. the audit log
Functions on the Job window
The Job window provides access to the following functions in the navigation pane.
Link Description
Create as New Job Make a copy of the job so you can run it again as a new
job. This function enables you to run the Load steps
again to load new data and also run the Validate and
Promote steps.
The Error Management window displays all captured validation and promotion errors. In this window, you can make
corrections and mass updates to multiple staging forms.
The following figure illustrates the functional areas of the Error Management window.
Error Management window
Error Management functional areas
Error Management banner
Breadcrumb bar A navigation aid that contains links to related records that
you opened from the window
breadcrumb trail.
The Forward button takes you forward one link in the
breadcrumb trail. The Forward button is visible only if you
previously viewed.
Errors pane Navigational tree structure that contains the errors
generated for each job for which the user has
permissions
Results list table After you select a staging form in the Errors pane, the
results list displays all related staging form records
Error details panel After you select a staging form in the Errors pane, the
error details panel displays the message text
Replacement fields panel Provides replacement fields for replacing incorrect data in
the selected results list records
Refresh Refreshes the errors and results lists
Field Maintenance Opens the Field Maintenance window where you can
choose the fields that are available for the Return values
panel
Delete staging Deletes the selected staging form records represented by
selected rows in the results list
Note: CI loads do not support Delete staging.
Update staging Updates the selected results list records with the
replacement values
Note: CI loads do not support Update staging.
View Opens associated staging form records
Null Pushes a null value to the staging form to clear out data
on the staging form
Note: CI loads do not support Null.
Loading data to hub and spoke environments
Foundation data should be loaded to your hub server. For information about the foundation data that is supported by
hub servers, see . Setting up the Hub and Spoke capability
The following target forms for foundation data must be loaded to your hub server.
Form name Data type For service
provider company
For operating
company
For customer
company
COM:Company Company Yes Yes Yes
COM: Company
Alias
Company alias Yes Yes Yes
CTM: People
Organization
Organization Yes No No
SIT: Site Location Yes No No
SIT: Site Group Location Yes No No
SIT: Site Company
Associations
Location Yes No No
CTM: Support Group Support Group Yes No No
CTM:Support Group
Association
Support Group Yes No No
CTM: Support Group
Assignments
CTM:Support Group
Alias
CTM:SupportGroup
Functional Role
CTM:Support Group
On-Call
User People Yes (support staff
only)
No No
CTM: People People Yes (support staff
only)
No No
CTM:PeopleWallet People Yes (support staff
only)
No No
CTM:PeopleHR
Attendance
Management
People Yes (support staff
only)
No No
CTM:PeopleEducat
ion
only)
No No
CTM:PeopleTravel
Profile
only)
No No
CTM:PeopleBenefit
Info
only)
No No
CTM:PeopleIT
Skills
only)
No No
CTM:PeopleWorklo
g
only)
No No
CTM:PeoplePermis
sions
Group
only)
No No
CTM:People
Organization
only)
No No
CTM: Login ID People Yes (support staff
only)
No No
For information on how these target forms map to the spreadsheets provided by BMC, see Foundation data
. mapping
Transactional and process setup data, as well as any non-support staff people records that are specific to the spoke
server must be loaded to your individual spoke servers.
For more information on Hub and Spoke capability, see . Hub and Spoke capability overview
Related topic
Levels of BMC Remedy ITSM Suite data
Staging forms dependencies
Application administrators are responsible for creating a sequence for all staging forms in the staging form
dependency table (in the DMT:SYS:StagingFormDependency form).
The is the order of steps. sequence
Note
Steps can run simultaneously.
When you add new records to the staging form dependency table, the sequencing engine determines how new
staging forms fit into the existing sequence.
When you create a job, the existing sequence records are compared with the records in
DMT:SYS:StagingFormDependency form and SHR:SchemaNames form to determine whether the existing
sequence records are the latest records. If newer records exist in either of these two forms, a new sequence is
generated before the job is created.
For information about what happens when a job runs, see . Step run sequence
Related topic
Understanding the staging forms
Defining aliases for data types
You can define aliases for data types which will be used by your jobs.
Filtering aliases
To create an alias
To modify an alias
To delete an alias
To validate all aliases
Filtering aliases
Alias mapping inherently filters the alias replacement mappings based on Company, so you can only see or edit
mappings if you are a member of the company for which the alias mapping was created. You can further filter the
search results using the filtering options above the Alias Mapping table.
Note
You can only add alias mappings for companies that you have access to.
Filtering options
Note
You must complete all three fields shown in the figure above to perform the search.
The search column drop-down list (see 1 in the preceding figure) enables you to choose the table column that you
want to search on. The choices are:
Alias Type
Alias
Company/Support Company
Organization/Support Organization
Department
Site
The search type drop-down list (see 2 in the figure) enables you to choose the type of search to perform. The
choices are:
contains
does not contains
equals
does not equal
starts with
ends with
The search qualifier field (see 3 in the figure) enables you to enter a string or partial string to search for. This value
will return different results depending on the values selected for the search column and search type drop-down lists.
All searches using the search type are case-sensitive.
The following list provides some examples of the different types of searches:
Contains: The qualifier string from the search qualifier field must appear in the target table column, which is
specified in the search column drop-down list.
Calbro Services contains:
Calbro Services
Cal
bro
r
vices
Does not contain: The qualifier string must not appear in the target table column, which is specified in the
search column drop-down list.
Calbro Services does not contain:
Calbro services
cal
Bro
services
x
Equals: The qualifier string must exactly equal the text contained in the target table column, which is
specified in the search column drop-down list.
Calbro Services equals:
Calbro Services
Does not equal: The qualifier string must not exactly equal the text contained in the target table column,
which is specified in the search column drop-down list.
Calbro Services does not equal:
Calbro
cal
Bro
cs
1.
2.
3.
4.
5.
6.
1.
2.
3.
4.
1.
2.
xxx
Starts with: The qualifier string must appear at the start of the text contained in the target table column, which
is specified in the search column drop-down list.
Calbro Services starts with:
Calbro
Cal
Calbro Services
C
Ends with: The qualifier string from the search qualifier field must appear at the end of the text contained in
the target table column, which is specified in the search column drop-down list.
Calbro Services ends with:
s
vices
Services
Calbro Services
To create an alias
When creating or modifying aliases, you must ensure that the alias created or modified is only for the specific data
type. For example, if the data type is Support Group, the alias is for the Support Group name only.
In the navigation pane of the Job Console, select . Other Functions > Alias mapping
Click . Create
Select the required data type.
Enter the alias name.
Enter a company name.
Click to save the alias record. Save
The alias is saved as unvalidated.
To modify an alias
Select the alias that you want to modify in the Alias Mapping table.
Click . View
Complete the required changes.
Click to save your changes. Save
The alias is saved as unvalidated.
To delete an alias
Select the alias that you are going to delete in the Alias Mapping table.
2.
1.
2.
Click . Delete
A confirmation dialog box appears. Click to delete the alias or to cancel the deletion. \ Yes No
To validate all aliases
Note
You must have DMT Admin permissions in order to validate all aliases.
Click in the Alias Mapping window. Validate
If the actual name exists in the system then the Validate status for an alias shows as Valid, otherwise it
shows as Unvalidated.
Recommendation
Before you can load knowledge articles, disable indexing for the knowledge sources due to
performance considerations. After you have successfully loaded knowledge articles, enable
indexing so that the knowledge sources become available for searching.
Related topics
Indexing on demand
Toggling knowledge source availability
Completing the dataload spreadsheets
Before you can import data, you must complete the appropriate dataload spreadsheets.
Understanding the dataload spreadsheets
Populating data in the spreadsheets
Managing spreadsheets
Registering staging schema names
Autogenerating spreadsheets
Spreadsheet usage tips
Spreadsheet data values
How tabs map from spreadsheet to target form
Understanding the dataload spreadsheets
This section provides an overview of the dataload spreadsheets. Additional instructions are provided within the
spreadsheets.
Data Management provides out-of-the-box dataload spreadsheets that can be copied to create your own
spreadsheets.
Note
The out-of-the-box spreadsheets cannot be modified by a DMT User or DMT Admin. Only an AR
Administrator can modify these spreadsheets.
Each workbook contains related spreadsheets. The first tab provides instructions for using the spreadsheet. Each of
the subsequent tabs corresponds to the form into which the data is populated.
Example spreadsheet
Column headings provide instructions for completing that column of the spreadsheets according to the following
standards:
A green column heading indicates a required field.
An orange column heading indicates a field that might be required, depending on a value set in another
column.
Text in the first row provides instructions for entering data in the column.
The number above each column heading is the database length of the field. This number corresponds to the number
of bytes in the field. For English and other single-byte languages, the number of bytes is the same as the number of
characters. Double-byte languages use two bytes per character.
Validation on each column indicates if you entered data longer than this maximum allowed length.
The successful validation of field lengths in Microsoft Excel spreadsheets for multi-byte languages does not
guarantee that the data will be imported successfully. The data import process uses the number of bytes when
importing to fields while Excel validates the number of characters.
Note
This validation occurs only when you type in the spreadsheet cells. If you bring in data by
copying and pasting from another source or by importing data into the spreadsheet, you bypass
the validation.
When you are completing spreadsheet fields that involve either selecting numbers or words, and your data is
localized, you must select a number instead of a word.
Populating data in the spreadsheets
This section provides general instructions for populating data in the dataload spreadsheets, which you use to load
data into the system:
Locating the dataload spreadsheets
Loading data into a system
Dataload spreadsheet dependencies
CI class IDs for Transactional_Asset.xlsx spreadsheet
Loading knowledge article images from dataload spreadsheets
Loading knowledge articles with links to other articles
Spreadsheets required for minimum standard configuration
To make it easier for you to distribute the spreadsheets to others to complete, each spreadsheet includes
instructions specific to the spreadsheet.
Notes
You can only use ARX files (and not Excel spreadsheets) to import BMC Service Request
Management data. For information on the BMC Service Request Management dataload process,
see . Importing data from the Data Management Job Console
All of the articles in the knowledge base provided by BMC Knowledge Management have their
own unique original article ID. This ID is referred to as the PrevDocId or KAM article Doc ID in
the dataload spreadsheet. For all of the different knowledge article templates, the article ID and
its version should be unique.
The Data Management loads are single tenant. The Company is driven from the Data
Management job. All of the data that is loaded by the Data Management job is associated with
the company that you selected when your created the Data Management job. This means that
you must create a separate spreadsheet for each company. In addition, you must create a
separate Data Management job for each company spreadsheet.
Tip
In order to open and save Microsoft Excel 2007 (and later) files (.xlsx) with Excel XP or 2003,
you need to apply Microsoft's compatibility patch as documented in KB924074 found at: http://su
. pport.microsoft.com/kb/924074
Recommendation
BMC does not support error handling for the CI relationship data from the Transactional-Asset.
spreadsheet. Ensure that you enter valid normalized relationship type names into the xlsx
spreadsheet. For more information about the normalized names, see the CI relationship types
table in . Loading BMC Asset Management data
Locating the dataload spreadsheets
As of BMC Remedy ITSM 8.1, the out-the-box spreadsheets can be accessed from the Spreadsheet Management
window.
For more information about the Spreadsheet Management window, see . Managing spreadsheets
Loading data into a system
This section provides information on loading data into an existing system and loading data into a new system.
Loading data into an existing system
If you are updating an existing BMC Remedy ITSM system (for example, loading data for a new department or
location) some data already exists in your BMC Remedy ITSM system.
Previous to BMC Remedy ITSM 8.1, you could not re-enter data that was already loaded into your system. You had
to complete spreadsheets only for the new data that you were loading.
As of BMC Remedy ITSM 8.1, Data Management allows existing BMC Remedy ITSM data to be loaded through the
data load spreadsheets and Data Management determines if the data is duplicate data. For more information, see
the information about the Create Only check box, in . Creating customized jobs
Loading data into a new system
When loading data into a new system you can choose whether to load only the minimum standard configuration or
to load all of the foundation data.
To load only the minimum standard configuration, complete only the spreadsheets listed in Spreadsheets required
. for minimum standard configuration
If you want to load all of the foundation data for a new BMC Remedy ITSM 7.6 or later system (which forms the
foundation for all other data in BMC Remedy ITSM), or some subset of this data, see also Spreadsheets required for
. minimum standard configuration
Recommendation
Start with spreadsheets that are self-contained and that do not have dependencies on data in
other spreadsheets. Also, start with loading data into the Company.xlsx spreadsheet.
Dataload spreadsheet dependencies
When entering data, be aware that data in one spreadsheet can depend on data that is either entered on another
spreadsheet or already loaded in the system. For example, the company field, which is entered on most
spreadsheets, must match a company either created in or already loaded on the system. These Company.xlsx
dependencies are noted in the instructions in the spreadsheets.
For more information on the dependencies between spreadsheets, see the dataload spreadsheet dependencies
diagrams, below. also lists dependencies among the Dependencies among foundation dataload spreadsheets
foundation spreadsheets.
The spreadsheets are listed in in the order Spreadsheets and tabs required to load minimum standard configuration
that the corresponding data is validated and promoted. You might choose to complete spreadsheets in this
sequence.
The following diagrams show how the dataload spreadsheets are related. A symbol means that the spreadsheet is *
a child of another spreadsheet (and has a dependency on it) or that a spreadsheet has children.
CI class IDs for Transactional_Asset.xlsx spreadsheet
The following class IDs can be entered into the Parent Class ID and Child Class IDcolumns inthe Transactional_A
spreadsheetto build relationships between the CI classes that provide user interfaces. sset.xlsx
Class ID Proper Name Schema Name
BMC_ADMINDOMAIN Admin Domain AST:AdminDomain
BMC_APPLICATION Application AST:Application
BMC_APPLICATIONINFRASTRUC
TURE
Application Infrastructure AST:ApplicationInfrastructure
BMC_APPLICATIONSERVICE Application Service AST:ApplicationService
BMC_APPLICATIONSYSTEM Application System AST:ApplicationSystem
BMC_BIOS BIOS Element AST:BIOSElement
BMC_BULKINVENTORY Bulk Inventory AST:BulkInventory
BMC.CORE:BMC_BUSINESSPRO
CESS
Business Process AST:BusinessProcess
BMC_CARD Card AST:Card
BMC_CDROMDRIVE CDROM Drive AST:CDROMDrive
BMC_CHASSIS Chassis AST:Chassis
BMC_CLUSTER Cluster AST:Cluster
BMC_COMPUTERSYSTEM Computer System AST:ComputerSystem
BMC_CONNECTIVITYGROUP Connectivity Collection AST:ConnectivityCollection
BMC_CONNECTIVITYSEGMENT Connectivity Segment AST:ConnectivitySegment
BMC_DATABASE Database AST:DataBase
BMC_DATABASESTORAGE Database Storage AST:DataBaseStorage
BMC_DISKDRIVE Disk Drive AST:DiskDrive
BMC_DISKPARTITION Disk Partition AST:DiskPartition
BMC_FILESYSTEM File System AST:FileSystem
BMC_FLOPPYDRIVE Floppy Drive AST:FloppyDrive
BMC_HARDWAREPACKAGE Hardware Package AST:HardwarePackage
BMC_HARDWARESYSTEMCOMP
ONENT
Hardware System Component AST:HardwareSystemComponent
BMC_INVENTORYSTORAGE Inventory Location AST:InventoryStorage
BMC_IPCONNECTIVITYSUBNET IP Connectivity Subnet AST:IPConnectivitySubnet
BMC_IPENDPOINT IP Endpoint AST:IPEndpoint
BMC_IPXCONNECTIVITYNETWOR
K
IPX Connectivity Network AST:IPXConnectivityNetwork
BMC_KEYBOARD Keyboard AST:Keyboard
BMC_LAN Local Area Network (LAN) AST:LAN
BMC_LNSGROUP LNs Collection AST:LNsCollection
BMC_LOCALFILESYSTEM Local File System AST:LocalFileSystem
BMC_LOGICALSYSTEMCOMPON
ENT
Logical System Component AST:LogicalSystemComponent
BMC_MAINFRAME Mainframe AST:Mainframe
BMC_MEDIA Media AST:Media
BMC_MEMORY Memory AST:Memory
BMC_MONITOR Monitor AST:Monitor
BMC_NETWORKPORT Network Port AST:NetworkPort
BMC_PRINTER Printer AST:Printer
BMC_NTDOMAIN NT Domain AST:NTDomain
BMC_OPERATINGSYSTEM Operating System AST:OperatingSystem
BMC_PACKAGE Package AST:Package
BMC_PATCH Patch AST:Patch
BMC_PHYSICALLOCATION Physical Location AST:PhysicalLocation
BMC_POINTINGDEVICE Pointing Device AST:PointingDevice
BMC_PROCESSOR Processor AST:Processor
BMC_PRODUCT Product AST:Product
BMC_PROTOCOLENDPOINT Protocol Endpoint AST:ProtocolEndpoint
BMC_RACK Rack AST:Rack
BMC_REMOTEFILESYSTEM Remote File System AST:RemoteFileSystem
BMC_BUSINESSSERVICE Business Service AST:BusinessService
BMC_SHARE Share AST:Share
BMC_SOFTWARESERVER Software Server AST:SoftwareServer
BMC_SYSTEMRESOURCE System Resource AST:SystemResource
BMC_SYSTEMSOFTWARE System Software AST:SystemSoftware
BMC_TAPEDRIVE Tape Drive AST:TapeDrive
BMC_UPS UPS AST:UPS
BMC_VIRTUALSYSTEMENABLER Virtual System Enabler AST:VirtualSystemEnabler
BMC_WAN Wide Area Network (WAN) AST:WAN
BMC_LANENDPOINT LAN Endpoint AST:LANEndpoint
BMC_ACCOUNT Account AST:Account
BMC_ACTIVITY Activity AST:Activity
BMC_COMMUNICATIONENDPOIN
T
Communication Endpoint AST:CommunicationEndpoint
BMC_EQUIPMENT Equipment AST:Equipment
BMC_ROLE Role AST:Role
BMC_DOCUMENT Document AST:Document
BMC_TRANSACTION Transaction AST:Transaction
BMC.CORE:BMC_CONCRETECOL
LECTION
Concrete Collection AST:ConcreteCollection
BMC.CORE:BMC_RASD Resource Allocation Setting Data AST:ResourceAllocationSettingData
BMC.CORE:BMC_VIRTUALSYSTE
MSETTINGDATA
Virtual System Setting Data AST:VirtualSystemSettingData
BMC.CORE:BMC_RESOURCEPO
OL
Resource Pool AST:ResourcePool
BMC_SERVICEOFFERINGINSTAN
CE
Service Offering Instance AST:ServiceOfferingInstance
Loading knowledge article images from dataload spreadsheets
Knowlege articles have rich text fields which can display images. To load knowledge articles images to the BMC
Remedy Action Request System, you must attach the image files to your dataload job.
The knowledge article templates have the following types of attachments:
RKMTemplateAttachmnt#_# These attachment types are mainly for the image attached to the rich text
fields.
Attachment# All the other files that are manually attached to the article.
When you have attachment fields with data in your dataload spreadsheets, you must load an attachment .zip file
with your spreadsheets. For more information, see . Managing spreadsheets
In order for BMC Remedy Action Request System to retrieve the location of the image, you must update the rich text
field in your spreadsheet as follows:
Example
If you are updating the Error rich text file for a How To article, and the text in the original spreadsheet
field is:
This is some text before the image.
IMAGE
This is some text after the image.
Attach the image in one of the template attachment pools mentioned in the spreadsheet help and
replace the rich text field text as follows; for example:
This is some text before the image.
##IMG## RKMTemplateAttachmnt1_1##
This is some text after the image.
If the image file is mentioned in RKMTemplateAttachmnt1_1 then the corresponding string should be
##IMG## RKMTemplateAttachmnt1_1## and similarly RKMTemplateAttachmnt1_2 should have a
corresponding string that is ##IMG## RKMTemplateAttachmnt1_2##.
Related topic
Loading knowledge articles with links to other articles
With BMC Knowledge Management and Data Management, you can add a link to an article from the Rich Text
Format (RTF) fields in another article.
To embed a link from the current article to another article, you need the article ID of the article to which you are
linking, and the text of the link itself. With this information, you create a tag in the current article that takes the
following format:
##LINK_ARTICLE##<PrevDocIDValueHere>##LINK_END##<TextLinkHere>##TEXT_END##.
For example, to create a link that says "Click here to view article 2000" from the current article to an article with the
legacy ID (PrevDocID) of 2000, the tag looks like this:
##LINK_ARTICLE##2000##LINK_END##Click Here To view article 2000##TEXT_END##.
Example
If you have articles with links to other articles, use the following procedures to add links and update your dataload
spreadsheets.
A How To article with the articleID Article001 has a link to Article002 in the field. The complete text in the Question
RTF field is:
"Electronic mail*, commonly known as or , is a method of exchanging digital messages from an author email e-mail
to one or more recipients
Please refer to <Link to Article002> "How to Write Emails"
Modern email operates across the or other . Some early email systems required that the Internet computer networks
author and the recipient both be at the same time, in common with ." online instant messaging
If you want to move the article with the above mentioned text to BMC Remedy AR System using Data Management,
the text needs to be converted as:
"Electronic mail*, commonly known as or , is a method of exchanging digital messages from an author email e-mail
to one or more recipients
Please refer to ##LINK_ARTICLE##Article002##LINK_END##How to Write Emails##TEXT_END##.
Modern email operates across the or other . Some early email systems required that the Internet computer networks
author and the recipient both be at the same time, in common with ." online instant messaging
The actual link to Article002 is converted to ##LINK_ARTICLE##Article002##LINK_END##How to Write
Emails##TEXT_END## in order for Data Management to understand that this is a link to Article002. Article001 and
Article002 are the article IDs from the earlier system. You do not need to know the new article IDs to add the link.
Similarly, if you have the articles in HTML format and the link is in the following format:
<a href="article123">Email Writing!</a>
the link should be converted to:
##LINK_ARTICLE## ##LINK_END## ##TEXT_END##. article123 Email Writing!
Related topic
Spreadsheets required for minimum standard configuration
Thissection describes the spreadsheets that you need to load for a minimum standard configuration:
Dependencies among foundation dataload spreadsheets
Populating data in the foundation dataload spreadsheets
Spreadsheets and tabs required to load minimum standard configuration
Required spreadsheets Required tabs Description
Company.xls COM_LoadCompany Use this tab to specify companies.
Location.xlsx SIT_LoadSite Use this tab to specify sites.
SIT_LoadSiteCompanyAssociation Use this tab to associate each site to
a company. Sites are physical
locations.
SupportGroup.xlsx CTM_LoadSupportGroup Use this tab to specify support groups.
People.xlsx
Note: You do not need to use all the
People tabs listed here. If you are
loading people using templates, use
the tabs that apply to templates;
otherwise use the tabs that apply to
loading people individually. SeeDefini
ng people, permissions, and support
for more information. groups
CTM_LoadPeopleTemplate To load support staff, you can use
people templates. On this tab you
specify the template names that are
referenced on the other tabs. You can
also load people individually using the
02 CTM-People, 18
CTM-PeoplePermissionGroups, 19
CTM-SupportGroupAssociation, and
20 CTM-SupportGrpFunctionalRole
tabs.
Use the other tabs in to People.xlsx
set the permission groups, support
groups, and support group functional
roles for each people template, for
individuals, or for both.
For more information about how to
use people templates to load
individuals into the system and assign
them permissions, see Defining
people, permissions, and support
. groups
CTM_LoadPeople Use this tab to load people. For more
information about how to load people
into the system and assign them
permissions, see Defining people,
. permissions, and support groups
Note: Do use data load to load not
Demo and Appadmin users, because
these are existing administrator
accounts.
CTM_LoadPeopleTemplatePG Use this tab to specify the BMC
Remedy ITSM application permission
groups for each people template. For
more information about how to load
people into the system and assign
. groups
CTM_LoadPeopleTemplateSG Use this tab to specify the support
groups for each people template. For
more information about how to load
people into the system and assign
. groups
CTM_LoadPeopleTemplateSFR Use this tab to specify the support
group functional roles for each people
template. For more information about
how to load people into the system
and assign them permissions, see Def
ining people, permissions, and
. support groups
CTM_LoadPeoplePermissionGroups Use this tab to specify the ITSM
Application permissions for each
individual.
CTM_LoadSupportGroupAssociation Use this tab to specify the support
groups for each individual.
CTM_LoadSupportGrpFunctionalRole Use this tab to specify the support
group functional roles for each
individual.

Foundation data, loaded by the foundation dataload spreadsheets, forms the foundation for all other data in BMC
Remedy ITSM. Dependencies among foundation dataload spreadsheets are shown in the following table:
Data
entered in
this
spreadshee
t
Depends on data entered in these spreadsheets
Company Geography SystemSet
up
PeopleOrg Location Financials SupportGro
up
Catalogs
Location Yes Yes
PeopleOrg Yes
SupportGro
up
Yes Yes
Financials Yes
People Yes Yes Yes Yes Yes Yes
Product
Catalog
Yes
Operational
Catalog
Yes
Generic
Catalog
Yes Yes
Process setup data, loaded by the process-setup dataload spreadsheets, depends on foundation data.
Transaction data, loaded by the transaction setup dataload spreadsheets, depends on foundation data. If you are
loading transaction data, make sure that you consider information in the fi Transactional-SharedComponents.xlsx
le. This spreadsheet includes tabs for shared child forms.
If you are loading task information for change or incident requests, consider the following points:
You can load both task groups and tasks.
You can load only one level of task group. This means that a task group can contain tasks, but cannot
contain other task groups.
Unless you are loading ad hoc tasks, you must specify the Task Template ID.
Related information
For a description of how to load data into the foundation data load spreadsheet, see Populating data in the
. foundation dataload spreadsheets
Populating data in the foundation dataload spreadsheets
1.
2.
This topic describes how to add data to the foundation dataload spreadsheets.
To populate data in the foundation dataload spreadsheets
Complete the spreadsheets according to the instructions on the Instructions tab and in the column headings.
All leading and trailing spaces and tab characters are stripped when the data is imported into staging forms.
Follow the instructions about saving your spreadsheet changes in . Managing spreadsheets
Managing spreadsheets
Spreadsheet Management provides a central repository for the "golden" version (original source version) of your
spreadsheets. It enables you to use templates to create your own spreadsheets and to populate your spreadsheets.
To copy a template and create a new spreadsheet
To create your own spreadsheet
To delete spreadsheet records and attached files
When a job runs, Spreadsheet Management ensures that your spreadsheets (and any attachment files) are put in
the BMC Remedy AR System repository path defined in the System Setting form by your AR Administrator.
Note
Do not modify the BMC Templates directly. These are provided out-of-the-box. Instead, copy
these template spreadsheets to create new spreadsheets.
DMT Admins can create, modify, or delete spreadsheets to which they have company-level access.
DMT Users can view all of the spreadsheet records for their companies, but they can modify or delete only the
spreadsheets that they have created.
Recommendation
To ensure that you are updating your original spreadsheet and attachment files, use
Spreadsheet Management instead of updating your spreadsheets and attachments during the
creation or modification of a Load step.
Warnings
When creating a data import spreadsheet, do not leave spaces in the spreadsheet file name.
Data import spreadsheets with spaces in the file name can cause errors during the job run.
Data import spreadsheet file names must not exceed 30 characters.
When creating or updating the data import spreadsheets, you must apply the General cell
formatting option to row one and the Text cell formatting option to all other rows. If the rows are
not formatted this way, you will receive an error message during the load step of the data
management process.
1.
2.
3.
4.
5.
6.
7.
8.
a.
b.
9.
10.
11.
a.
b.
c.
d.
To copy a template and create a new spreadsheet
From the Applications list on the IT Home page, select . Data Management > Spreadsheet Management
From the Spreadsheet Management window, under Filtering Options, go to the drop-dow Spreadsheet Type
n list and select the spreadsheet type to show the list of out-of-the-box spreadsheets or the BMC Template
spreadsheet type to show the list of spreadsheet templates created by your company in Custom Template
the table of spreadsheet records.
You can optionally filter the table of spreadsheet records by selecting the company that will own the
spreadsheet and the spreadsheet category (for example, Foundation, Process Setup, or Transactional).
The table displays the related spreadsheet records.
Highlight the spreadsheet record that you want to use in the table. Click . Copy to New
In the Create Spreadsheet Information dialog box, complete the required information (including description,
company, spreadsheet type, and spreadsheet group).
Most of the time, you will select the spreadsheet type, which you use when you want to populate User's Data
a spreadsheet with new data. If you want to create a template that users at your company can use, select the
spreadsheet type. Custom Template
To attach your spreadsheet, click , browse for your spreadsheet, and click . Attach OK
If you have attachment fields with data in your ARX files or Excel spreadsheets, you must add an attachment
.zip file. For information about loading spreadsheets with attachments, see Configuring an Atrium Integrator
. To attach your attachments .zip file, click , browse for your .zip file, and click . job for a Load step Attach OK
Warning
This file must be a .zip file. No other compression formats are supported.
Note
If you are attaching files that have a shared file name you must put these in separate local
sub-folders before zipping them. Your spreadsheets will need to reference these
sub-folders.
If you remove a spreadsheet, by clicking , you will also remove the attachments Remove
.zip file.
To save the spreadsheet record, click . Save
Locate your spreadsheet record in the spreadsheet records table:
Filter the table by selecting the spreadsheet type.
Highlight your spreadsheet record.
Click and then click to open the spreadsheet in Microsoft Excel. Download Open
Populate the spreadsheet with the required data and save your changes locally in Excel. Then close the
spreadsheet.
To replace the attached spreadsheet with your updated spreadsheet:
Double-click your spreadsheet record or highlight it and click . View
In the View Spreadsheet Information dialog box, click . Attach
When you are prompted to replace the attached spreadsheet with a new file, click . Yes
11.
d.
e.
1.
2.
3.
a.
b.
4.
1.
2.
1.
2.
3.
a.
b.
4.
Browse for your spreadsheet, and click . OK
To save your changes, click . Save
To create your own spreadsheet
From the Spreadsheet Management window, click . Create
In the Create Spreadsheet Information dialog box, complete the required information (including description,
company, and spreadsheet type).
Most of the time, you will select the spreadsheet type, which you use when you want to populate User's Data
a spreadsheet with new data. If you want to create a template that users at your company can use, select the
spreadsheet type. Custom Template
Add an Excel spreadsheet file as an attachment:
Click . Attach
Browse for your spreadsheet, and click . OK
To delete spreadsheet records and attached files
Use this procedure to delete both the spreadsheet records and the attached spreadsheet files.
From the Spreadsheet Management window, select the record (or records) that you want to remove in the
spreadsheet records table.
Click . Delete
Registering staging schema names
Users with AR Administrator permissions can register any new custom forms that will be used to autogenerate
spreadsheets. This is a prerequisite task that must be completed before you can autogenerate spreadsheets.
For information about autogenerating spreadsheets, see . Autogenerating spreadsheets
To register a staging schema name
From the Application Settings list, select Foundation > Advanced Options > System Configuration
. Settings - Schema Names
From the Schema Names form, complete the required fields. You must:
Select the check box, which requires that you enter a unique form code in the Form Lookup Form
field. Code
Select in the Form Type list. Staging Form
Autogenerating spreadsheets
You can manually create and modify your own spreadsheets, but sometimes generating a spreadsheet might be
more efficient (for example, when you must add a number of new forms with many fields to an existing
spreadsheet).
1.
2.
3.
4.
5.
6.
7.
When you autogenerate a spreadsheet, you select from a list of available load forms (BMC Remedy AR System
forms). After you generate the spreadsheet, these forms appear in the spreadsheet as tabs. You can also customize
the fields that appear as columns in the generated spreadsheet.
To automatically generate spreadsheets
To automatically generate spreadsheets, click in the Spreadsheet Management window. Create
Enter the required information and select the spreadsheet type in the details for your Custom Template
spreadsheet.
Warning
Your spreadsheet description should not exceed 30 characters as the spreadsheet name
cannot exceed 30 characters.
Click , filter the spreadsheets table to find your record, and highlight it. Save
Click . Generate
In the Autogenerate Spreadsheet window, select forms from the (load forms) list to Available Forms
populate the list. These forms appear in the spreadsheet as tabs. Selected Forms
To customize the fields, click and make the required field selections. These fields appear in Field Selection
the spreadsheet as columns. You can choose to perform the following tasks:
Select in the Cond. Req column for a field to make the field a conditional required field (appears True
as orange in the spreadsheet). You must click the Save icon to save this change.
Keep the default of in the Cond. Req column for a field, which means that the field will be False
required (appears as green in the spreadsheet) or optional.
Add a custom field by selecting from the drop-down list and clicking . Add
Click . To view the generated spreadsheet, click . Generate Spreadsheet Download
Spreadsheet usage tips
This section documents some tips for using the spreadsheets:
Defining people, permissions, and support groups
Task templates and process templates
Using Transactional-SharedComponents.xlsx to populate the Service or CI fields in an incident, problem,
known error, or change
CTM-LoadSupportGroupAssociation with Support Staff set to Yes
Defining people, permissions, and support groups
Permission Groups, Support Group Associations, and Support Group Functional Roles (hereafter referred to as
permissions) can be assigned as follows:
Using templates. For detailed information about using templates, see Assigning permissions and permission
. groups using templates
On an individual basis. For detailed information about assigning permissions to individuals, see Assigning
. permission groups and permissions on an individual basis
Using a combination of templates and assigning directly to individuals.
Note
When you assign permission groups and permissions using both templates and on an
individual basis, the template permissions are assigned first and the individually assigned
permissions are appended to these. If the same permission is specified in a template as
well as for an individual, a validation error occurs. Remove the duplication to fix the error.
This section contains the following information:
Assigning permissions and permission groups using templates
Defining permissions using templates
Assigning permission groups and permissions on an individual basis
The spreadsheet contains the following tabs that you use to define people and their permissions: People.xlsx
The CTM_LoadPeopleTemplate tab is used to load existing People templates from previous systems.
However People templates are also used for linking Permission Groups, Support Groups, and Functional
Roles to a People Record that is being loaded. See Assigning permissions and permission groups using
for more information. templates
The CTM_LoadPeople tab defines people that are being loaded into the system.
The CTM_LoadPeopleTemplatePG tab includes columns for Permissions Group and License Type, both of
which are required fields. Use this tab to assign permission groups using templates.
The CTM_LoadPeopleTemplateSG tab is used to associate support groups to a person record in the
CTM_LoadPeopleTemplate tab. Use this tab to assign permission support groups using templates.
The CTM_LoadPeopleTemplateSFR tab is used to load a support group functional role for a person record in
the CTM_LoadPeopleTemplate tab. Use this tab to assign functional roles using templates.
The CTM_LoadPeopleAccessRestrictions tab is used to provide company record access to a person record
in the CTM_LoadPeople tab. Use this tab to assign access to company records on an individual basis.
The CTM_LoadPeoplePermissionGroups tab includes columns for Permissions Group and License Type,
both of which are required fields. Use this tab when you assign permission groups directly to an individual.
The CTM_LoadSupportGroupAssociation tab is used to associate support groups with a person record in the
CTM_LoadPeople tab. Use this tab to assign support groups on an individual basis.
The CTM_LoadSupportGroupFunctionalRole tab is used to load a support group functional role for a person
record in the CTM_LoadPeople tab. Use this tab to assign functional roles on an individual basis.
Assigning permissions and permission groups using templates
Templates are used as follows:
People templates make it easier to load people who fulfill the same role within a given support group. See
the steps in for information on how to fill in the People.xlsx Defining permissions using templates
spreadsheet to load People records using templates.
When you load people, the purpose of the CTM_LoadPeopleTemplate tab is only to specify the template
information, such as name. The other fields, such as Company Name, are loaded from the CTM_Load
People tab. These other fields, however, are stored in the People Template after promotion and are used
when you create individual people records through the Application Administration console. The following
figure shows how the Template Name field relates the CTM_LoadPeopleTemplate tab to the
CTM_LoadPeople tab.
1.
Template Name field relationship
Defining permissions using templates
Specify a Template Name on the CTM_LoadPeopleTemplate tab in and complete the rest of the People.xlsx
required fields.
1.
2.
Note
The information in the CTM_LoadPeopleTemplate tab is not used; the information in the
CTM_LoadPeople tab is used to load the person.
The template information is joined to the people information by the template name, as shown in the following
figure.
After a template has been defined in the CTM_LoadPeopleTemplate tab and the People records have been
defined on the CTM_LoadPeople tab, you can create a permission record using the
CTM_LoadPeopleTemplatePG tab.
Enter the template name specified in the CTM_LoadPeopleTemplate tab in the Template Name column of
the CTM_LoadPeopleTemplatePG tab. You must enter one permission per spreadsheet row (many
permissions to one template are allowed).
The following figure shows an example of permission groups being assigned to a group of people, with the
records being linked to each other by the Template Name.
Permission Groups assigned to many people using a template
2.
3.
4.
Verify that the permissions that you are assigning are not already defined in the
CTM_LoadPeoplePermissionGroups tab, which are used to define permissions on an individual basis.
Repeat steps 1 through 3 to specify support groups using the CTM_LoadPeopleTemplateSG tab and
functional roles using the CTM_LoadPeopleTemplateSFR tab.
Assigning permission groups and permissions on an individual basis
You can also assign permissions on an individual basis by using the following tabs:
1.
2.
CTM_LoadPeoplePermissionGroups
CTM_LoadSupportGroupAssociation
CTM_LoadSupportGrpFunctionalRole
Note
The permissions that you assign individually are appended to any permissions assigned
by a template. If there are duplicate permissions, a validation error occurs.
To define the permissions on an individual basis
Fill in the information for the individual on the CTM_LoadPeople tab.
Based on the type of permissions that you want to assign, fill in any of the following tabs:
CTM_LoadPeoplePermissionGroups to assign permission groups. This tab is linked to the
CTM_LoadPeople tab by the Remedy Login ID column.
CTM_LoadSupportGroupAssociation to assign support groups. This tab is linked to the
CTM_LoadPeople tab by the Login ID column.
CTM-SupportGrpFunctionalRole to assign support group functional roles. This tab is linked to the
CTM_LoadPeople tab by the Login ID column.
The following figure shows an example of permission groups being assigned to an individual, with the
records being linked to each other by the Remedy Login ID.
Permission groups assigned to an individual
2.
3.
4.
Verify that the permissions you that are assigning are not already defined in any templates that you are using
to assign permissions.
Repeat steps 1 through 3 for all the individuals to whom you want to assign permissions on an individual
basis.
Task templates and process templates
This section describes:
The limitations that exist for task template validation.
How you use task templates to load tasks and the associations between their child objects, such as tasks
and task groups, versus how you use process templates to load processes and the associations between
their child objects, such as tasks and task groups.
Limitations of task template validation
No validation is performed on the automatic fields on the TMS_LoadTaskTemplate tab of the Process
spreadsheet. However, the automatic command is validated. This behavior corresponds to the Setup-Task.xlsx
same behavior that exists on the TMS:Task Template form.
Differing uses of task and process templates
The system behaves differently when it uploads child tasks and task groups using templates defined in the Process
and spreadsheets. The upload works for each as follows: Setup-Task.xlsx Transactional-Task.xlsx
ProcessSetup-Task.xlsx When you upload data referencing a Task Group Template in the Task Group
Template Identifier field on the TMS_LoadTaskGroupTemplate tab, any associated task groups and tasks
are also uploaded automatically.
Transactional-Task.xlsx When you upload tickets referencing a Task Group Template in the Template ID
field on the TMS_LoadTaskGroup tab, associated tasks are uploaded automatically. This is because not
tasks defined by the task group template can already be in progress in the system. To upload a task group
template's tasks, you need to explicitly define the tasks on the TMS_LoadTask tab in the Transactional-Tas
spreadsheet. k.xlsx
The following figure shows the spreadsheet with the Template ID field referencing Transactional-Task.xlsx
a template and also the TMS_LoadTask tab which must be filled to make sure any associated tasks are also
uploaded.
Transactional-Task.xlsx spreadsheet showing Template ID and TMS_LoadTask tab

Using Transactional-SharedComponents.xlsx to populate the Service or CI fields in an incident, problem,

known error, or change
To populate the and fields of an incident, problem, and known error, or to update the field only Service CI Service
of a change, you use the fields in the SHR_LoadAssociations tab of the s Transactional-SharedComponents.xlsx
preadsheet.
The SHR_LoadAssociations tab of spreadsheet contains the following Transactional-SharedComponents.xlsx
fields:
Request Identifier - To
Request Identifier Type - To
Relationship Type
CI Type of Relationship
Request Identifier - From
Request Identifier Type - From
Note
Fill in the field only to create an association that updates the Service or CI. Type of Relationship
Fill in the rest of the fields (required fields are highlighted in green) to complete the association,
even if you do not fill in the field. Type of Relationship
Related topic
Updating the Service and CI fields
Updating the Service and CI fields
You can use the SHR_LoadAssociations tab of the spreadsheet to Transactional-SharedComponents.xlsx
update the and fields on the following: Service CI
HPD:Help Desk form
PBM:Problem Investigation form
PBM:Known Error form
Service field on the CHG:Infrastructure Change form
You must enter one of the following values in the field, depending on whether you want to CI Type of Relationship
update the or field. If you want to update both fields, you need to create two rows specifying each of the Service CI
following values once in each row.
Service CI (or 1000) to update the field Service
Warning
If you enter Service CI (or 1000) for incidents, problems, known errors, and changes only,
the Product Categorization information is updated based on the information already
defined for the service.
CI (or 2000) to update the field CI
Warning
If you enter CI (or 2000), for incidents only the Resolution Product Categorization
information is updated based on the information already defined for the CI.
For an example of entering data in the spreadsheet to populate the and fields of an incident, see Service CI Exampl
. e: Updating the Service and CI fields for an incident
Note
The SHR_LoadAssociations tab of the spreadsheet is Transactional-SharedComponents.xlsx
also used to define associations, including CI associations. Leave the field Type of Relationship
blank to create this type of association.
If you enter a value in the field, the values that you enter in the and Type of Relationship Request Identifier - To R
fields are used to retrieve the data that will be entered in the and fields for the equest Identifier - From Service CI
incident. Depending on whether you are updating the or fields, the values that you enter in these fields Service CI
are different. The following table describes what to enter in these fields in each of these situations.
Values to enter in the Request Identifier - To and From fields
Fields being updated Spreadsheet field Description of value to enter
Note: The and fields are interchangeable, which means you can Request Identifier - To Request Identifier - From
enter the values described below in either field, depending on whether you are updating the or field. Service CI
Service Request Identifier - To The incident, change, problem, or
known error number.
Request Identifier - From The Reconciliation ID that identifies
the business service CI to load into
the field. Service
CI Request Identifier - To The incident number.
Request Identifier - From The Reconciliation ID that identifies
the CI to load into the field. CI
If you entered a value in the field (to indicate you want to update either the or field Type of Relationship Service CI
s on an incident, problem, known error, or change), in addition to the fields described in the following table, you
should update the rest of the fields on the spreadsheet as follows:
Request Identifier Type - To The Request Identifier Type. Always should contain one of the following
values:
9000 (or ) to indicate that you are updating an incident record Incident
20000 (or ) to indicate that you are updating a problem investigation Problem Investigation
record
16000 (or ) to indicate that you are updating a known error record Known Error
12000 (or ) to indicate that you are updating an infrastructure change Infrastructure Change
record
Relationship Type Always should contain the value or . Related to 35000
Request Identifier Type Always should contain the value or to indicate 6000 Configuration Item
that the information is being retrieved from a CI.
Example: Updating the Service and CI fields for an incident
For this example, you want to load data for incident INC000000000354 and populate the and fields for Service CI
this incident at the same time. You want to populate these fields as follows:
Service with System Access
CI with BMCHDNODE
The following figure shows you how to fill in the spreadsheet. Because you are populating both the and fi Service CI
elds on the incident, you need to fill in two rows on the spreadsheet.
SHR_LoadAssociations tab filled in
The following table explains the values in the fields on the spreadsheet shown in the figure above.
Spreadsheet fields and values used to populate the Service and CI fields
Spreadsheet field Value Explanation
Row 1 of spreadsheet example
CI Type of Relationship Service CI Indicates that the field of the Service
incident should be updated.
Request Identifier - To INC000000000354 The incident number identifying the
incident to update.
Request Identifier Type - To 9000 Indicates that an incident record is to
be updated.
Relationship Type Related to Must be when something Related to
is specified in the CI Type of
field. Relationship
Request Identifier - From RE17892Hge879hsjiPOI987ykjshnNS
fxd
The Reconciliation ID that identifies
the service to load into the fiel Service
d. In this case, this reconciliation ID
loads into the System Access Servi
field of the incident. ce
Request Identifier Type - From 6000 Indicates that the information to
populate the field is coming Service
from a CI.
Row 2 of spreadsheet example
CI Type of Relationship CI Indicates that the field of the CI
incident should be updated.
Request Identifier - To INC000000000354 The incident number identifying the
incident to update. This is the same
number that was used for Row 1
because both the and field Service CI
s are being populated for this incident.
Request Identifier Type - To 9000 Indicates that an incident record is to
be updated.
Relationship Type Related to Must be when something Related to
is specified in the CI Type of
field. Relationship
Request Identifier - From REtt739kdjLMHG875rrsfd467jHSDKfg
es
The Reconciliation ID that identifies
the CI to load into the field. In this CI
case, this reconciliation ID loads BMCH
into the field of the incident. DNODE CI
Request Identifier Type - From 6000 Indicates that the information to
populate the field is coming from a CI
CI.
The following figure shows incident INC000000000354 with the and fields populated with the information Service CI
uploaded by the spreadsheet in the following figure.
Incident form showing Service and CI fields
CTM-LoadSupportGroupAssociation with Support Staff set to Yes
Data Management loads data hierarchically, in its order of dependence. Data on which other data completely
depends is loaded first, and data on which other data does not depend is loaded last. The rest of the data is loaded
somewhere in the middle of this continuum based on its dependency.
Example
CTM:People data is loaded before CTM:Support Group Association data, because there is a hard
dependency on the CTM:People data. However, when a People record has Support Staff set to Yes,
at least one support group association has to exist. Because CTM:Support Group Association data is
loaded after CTM:People data, it is not possible to validate if at least one valid support group
association exists or not. Therefore, when setting Support Staff to Yes, you need to manually check
that one support group association will also exist after all of the data has been loaded.
Spreadsheet data values
The spreadsheets for data migration include instructions on how to complete the spreadsheet columns.
This section provides tables of data values where the list of values was too lengthy to display in the spreadsheet.
Configuration Item types
Locales
Notification events
Permission groups
Relationship types
Request types
Timing Reasons
Status reasons
Time zones
Configuration Item types
In the spreadsheet, the 01 PCT-ProductCatalog tab includes a column for configuration item ProductCatalog.xlsx
(CI) type, which must be completed with one of the following values:
Account
Activity
Admin Domain
Application
Application Infrastructure
Application Service
Application System
BIOS Element
Bulk Inventory
Business Process
Business Service
Card
CDROM Drive
Chassis
Cluster
Communication Endpoint
Computer System
Connectivity Collection
Connectivity Segment
Database
Database Storage
Disk Drive
Disk Partition
Document
Equipment
File System
Floppy Drive
Hardware Package
Hardware System Component
Inventory Location
IP Connectivity Subnet
IP Endpoint
IPX Connectivity Network
Keyboard
Load Area Network (LAN)
LNs Collection
Local File System
Logical System Component
Mainframe
Media
Memory
Monitor
Network Port
NT Domain
Operating System
Package
Patch
Physical Location
Pointing Device
Printer
Processor
Product
Protocol Endpoint
Rack
Remote File System
Role
Share
Software Server
System Resource
System Software
Tape Drive
UPS
Virtual System Enabler
VM Ware
Wide Area Network (WAN)
Locales
On the spreadsheet, the CFG_LoadDecisionTree tab includes a column for , ProcessSetup-Incident.xlsx Locale
which is a required field that must be completed with a locale code, such as en_US for English (US).
If you create decision trees in English or in any of the languages into which the application is localized, you might
complete the column with any of the following locale codes:
de_DE
en_US
es_ES
fr_FR
it_IT
ja_JP
ko_KR
pt_BR
zh_CN
The following list contains all supported locale codes:
en_US
ar_AE
ar_BH
ar_DZ
ar_EG
ar_IQ
ar_JO
ar_KW
ar_LB
ar_LY
ar_MA
ar_OM
ar_QA
ar_SA
ar_SD
ar_SY
ar_TN
ar_YE
be_BY
bg_BG
ca_ES
cs_CZ
da_DK
de_AT
de_CH
de_DE
de_LU
el_GR
en_AU
en_CA
en_GB
en_IE
en_IN
en_NZ
en_ZA
es_AR
es_BO
es_CL
es_CO
es_CR
es_DO
es_EC
es_ES
es_GT
es_HN
es_MX
es_NI
es_PA
es_PE
es_PR
es_PY
es_SV
es_UY
es_VE
et_EE
fi_FI
fr_BE
fr_CA
fr_CH
fr_FR
fr_LU
hi_IN
hr_HR
hu_HU
is_IS
it_CH
it_IT
iw_IL
ja_JP
ko_KR
lt_LT
lv_LV
mk_MK
nl_BE
nl_NL
no_NO
pl_PL
pt_PT
ro_RO
ru_RU
sh_YU
sk_SK
sl_SI
sq_AL
sr_YU
sv_SE
th_TH
tr_TR
uk_UA
zh_CN
zh_HK
zh_TW
Notification events
On the spreadsheet, the NTE_LoadCFGNotificationEvents tab includes columns for and People.xlsx Module Name
, both of which are required fields. This section lists the module names in BMC Remedy ITSM Notification Event
7.6 or later along with the applicable notification events.
Module names and applicable notification events
BMC Remedy ITSM 7.6 or later module Applicable notification events
Asset Management
Asset Scheduled Decommission
Asset Scheduled Maintenance
Bulk Inventory Reorder
CI Status Change
Configuration Item Approval
Configuration Scheduled Maintenance
Contract Expiration
Contract Expiration Warning
Escalated Notifications
License Management Exception
Resolution Escalation
Response Escalation
Unavailability Assignment
Broadcast Broadcast Notification
Incident
Assignment
Change Associations
Incident Escalation
Known Error Solution
Known Error Workaround
OLA Resolution Escalated Notification
OLA Resolution Escalation
OLA Response Escalated Notification
OLA Response Escalation
Ownership Assignment
Problem Investigation Associations
Problem Investigation Completion
Resolution
SLA Resolution Escalated Notification
SLA Resolution Escalation
SLA Response Escalated Notification
SLA Response Escalation
UC Resolution Escalated Notification
UC Resolution Escalation
UC Response Escalated Notification
UC Response Escalation
Unavailability Restored
Approval
Approval Information
Approval Resolution Escalated Notification
Approval Resolution Escalation
Change Coordinator Assignment
Change Coordinator Approval Rejection
Change Coordinator Completion
Change Coordinator Latent Completion
Change Coordinator Planning
Change Coordinator Pre-planning
Change Coordinator Re-scheduled
Change Coordinator Scheduled
Change Coordinator Scheduled For Review
Change Manager Assignment
Change Manager Approval Rejection
Change Manager Completion
Change Manager Group Escalation
Change Manager Latent Completion
Change Manager Next Dependent Change
Change Manager Planning
Change Manager Pre-planning
Change Manager Predecessor Completion
Change Manager Re-scheduled
Change Manager Scheduled
Change Manager Scheduled for Review
Change Worklog Assignment
Implementer Assignment
Implementer Planning
Implementer Pre-planner
Implementer Scheduled
Manual Notification
Non-Approval Information
OLA Resolution Escalated Notification
OLA Resolution Escalation
OLA Response Escalated Notification
OLA Response Escalation
Requester Change Cancellation
Requester Change Receipt Confirmation
Requester Completion
Requester Change Re-scheduled
Requester Change Scheduled
Requester Rejection
SLA Response Escalated Notification
Task Cancellation
Task Pending
Problem Management
Change Completed
Known Error Assignment
Known Error Manager Assignment
Problem Assignment
Problem Cancelled
Problem Completed
Problem Coordinator Assignment
Solution Assignment
Reminders Reminders Notification
Request Management
Assignment
Request Cancellation
Request Definition Status Changed
Request Manager Assignment
Request Rejected
Request Response Escalation
Request Status Changed
Request Submitted
Work Order Assignee Assignment
Work Order Manager Assignment
Work Order Status Cancelled
Work Order Status Completed
Work Order Status In Progress
Work Order Status Pending
Work Order Status Rejected
Work Order Submit
Task Management
Task Assigned
Task Status Changed
Permission groups
This section lists the permission groups in BMC Remedy ITSM 7.6 or later, along with the applicable license types.
For a more detailed description of each permission group, see . Permission groups hierarchy
Permission groups and applicable license types
BMC Remedy
ITSM 7.6 or later
permission group
Applicable license types
Read Fixed Floating None Not
Applicable
Activity Config Yes
Activity User Yes
Activity Viewer Yes
Administrator Yes
ApprovalAdmin Yes
ASE-Administrator Yes
Asset Admin Yes Yes Yes
Asset Config Yes Yes Yes
Asset User Yes Yes Yes
Asset Viewer Yes
Browser Yes
CM Dashboard
User
Yes
Command Event
Master
Yes
Config
Categorization
Admin
Yes
Config
Categorization
User
Yes
Config Group
Mapping Admin
Yes
Contact Location
Admin
Yes
Contact
Organization
Admin
Yes
Contact People
Admin
Yes
Contact People
HR Admin
Yes
Contact People
User
Yes
Contact Support
Admin
Yes
Contract Admin Yes Yes Yes
Contract Config Yes Yes
Contract User Yes Yes Yes
Contract Viewer Yes
Cost Manager Yes Yes Yes
Customize Yes
DMT Admin Yes
DMT User Yes
DSL Master Yes
DSL Viewer Yes
Email Rule Config Yes
Incident Config Yes Yes
Incident Master Yes Yes
Incident Submitter Yes
Incident User Yes Yes
Incident Viewer Yes
Infrastructure
Change Config
Yes Yes
Infrastructure
Change Master
Yes Yes
Infrastructure
Change Submit
Yes
Infrastructure
Change User
Yes Yes
Infrastructure
Change Viewer
Yes
Licensing Yes
Notification Admin Yes
Problem Config Yes Yes
Problem Master Yes Yes
Problem Submitter Yes
Problem User Yes Yes
Problem Viewer Yes
Purchasing User Yes Yes
Receiving User Yes
Release Config Yes
Release Master Yes
Release User Yes
Release Viewer Yes
Requester
Console Config
Yes
Requester
Console Master
Yes
ROI Admin Yes
ROI Viewer Yes
Security Yes
SLM Config Yes Yes
SLM Customer Yes Yes
SLM Manager Yes Yes
Sub Administrator Yes
Summary
Definition Config
Yes
Task Administrator Yes
Task Application
Config
Yes
Task Manager Yes
Task Process
Config
Yes
Task User Yes
Relationship types
On the spreadsheet, the SHR_LoadAssociation tab is used to specify Transactional-SharedComponents.xlsx
associations (or relationships) between records. The following table shows valid relationship types.
Note
In the table, the Associated On Form is the parent form while the Associated To Form is the child
form.
Valid relationship types
Associated On Form Name Relationship Type Associated To Form Name
AST:CI Unavailability Related to CHG:Infrastructure Change
AST:CI Unavailability Related to HPD:Help Desk
AST:CI Unavailability Related to PBM:Problem Investigation
AST:CI Unavailability Related to RMS:Release
AST:Configuration Item (CI) Used by CTM:People
AST:Configuration Item (CI) Owned by CTM:People
AST:Configuration Item (CI) Supported by CTM:People
AST:Configuration Item (CI) Owned by CTM:Support Group
AST:Configuration Item (CI) Supported by CTM:Support Group
AST:Configuration Item (CI) Used by CTM:Support Group
AST:Configuration Item (CI) Owned by CTM:People Organization
AST:Configuration Item (CI) Supported by CTM:People Organization
AST:Configuration Item (CI) Used by CTM:People Organization
AST:Configuration Item (CI) Managed by CTM:People
AST:Configuration Item (CI) Managed by CTM:People Organization
AST:Configuration Item (CI) Managed by CTM:Support Group
AST:Configuration Item (CI) Approved by CTM:People
AST:Configuration Item (CI) Approved by CTM:People Organization
AST:Configuration Item (CI) Approved by CTM:Support Group
AST:Configuration Item (CI) Created by CTM:People
AST:Configuration Item (CI) ALL CTM:People
AST:Configuration Item (CI) ALL CTM:People Organization
AST:Configuration Item (CI) ALL CTM:Support Group
AST:Configuration Item (CI) Created by AST:PurchaseRequisition
AST:Configuration Item (CI) Attached to AST:Contracts
AST:Configuration Item (CI) Related to AST:PurchaseRequisition
AST:Configuration Item (CI) Terms and Conditions of AST:Contracts
AST:Configuration Item (CI) Impacted by TMS:Task
AST:Configuration Item (CI) Moved by TMS:Task
AST:Configuration Item (CI) Changed by TMS:Task
AST:Configuration Item (CI) Installed by TMS:Task
AST:Configuration Item (CI) Removed by TMS:Task
AST:Configuration Item (CI) Related to CHG:Infrastructure Change
AST:Configuration Item (CI) Upgraded by CHG:Infrastructure Change
AST:Configuration Item (CI) Repaired by CHG:Infrastructure Change
AST:Configuration Item (CI) Impacted by CHG:Infrastructure Change
AST:Configuration Item (CI) Moved by CHG:Infrastructure Change
AST:Configuration Item (CI) Installed by CHG:Infrastructure Change
AST:Configuration Item (CI) Removed by CHG:Infrastructure Change
AST:Configuration Item (CI) Changed by CHG:Infrastructure Change
AST:Configuration Item (CI) Related to HPD:Help Desk
AST:Configuration Item (CI) Restored by HPD:Help Desk
AST:Configuration Item (CI) Impacted by HPD:Help Desk
AST:Configuration Item (CI) Restored by HPD:Template
AST:Configuration Item (CI) Impacted by HPD:Template
AST:Configuration Item (CI) Related to PBM:Problem Investigation
AST:Configuration Item (CI) Related to PBM:Known Error
AST:Configuration Item (CI) Related to PBM:Solution Database
AST:Configuration Item (CI) Investigated by PBM:Problem Investigation
AST:Configuration Item (CI) Impacted by PBM:Known Error
AST:Configuration Item (CI) Impacted by PBM:Problem Investigation
AST:Configuration Item (CI) Terms and Conditions of AST:LicenseCertificates
AST:Configuration Item (CI) Attached to AST:LicenseCertificates
AST:Configuration Item (CI) Related to RMS:Release
AST:Configuration Item (CI) Upgraded by RMS:Release
AST:Configuration Item (CI) Repaired by RMS:Release
AST:Configuration Item (CI) Impacted by RMS:Release
AST:Configuration Item (CI) Moved by RMS:Release
AST:Configuration Item (CI) Installed by RMS:Release
AST:Configuration Item (CI) Removed by RMS:Release
AST:Configuration Item (CI) Changed by RMS:Release
CHG:Infrastructure Change Related to AST:Configuration Item (CI)
CHG:Infrastructure Change Upgrades AST:Configuration Item (CI)
CHG:Infrastructure Change Repairs AST:Configuration Item (CI)
CHG:Infrastructure Change Related to CHG:Infrastructure Change
CHG:Infrastructure Change Impacts AST:Configuration Item (CI)
CHG:Infrastructure Change Moves AST:Configuration Item (CI)
CHG:Infrastructure Change Installs AST:Configuration Item (CI)
CHG:Infrastructure Change Removes AST:Configuration Item (CI)
CHG:Infrastructure Change Changes AST:Configuration Item (CI)
CHG:Infrastructure Change Dependent CHG:Infrastructure Change
CHG:Infrastructure Change Related to AST:PurchaseRequisition
CHG:Infrastructure Change Related to AST:CI Unavailability
CHG:Infrastructure Change Related to HPD:Help Desk
CHG:Infrastructure Change Caused HPD:Help Desk
CHG:Infrastructure Change Corrects HPD:Help Desk
CHG:Infrastructure Change Initiated by PBM:Known Error
CHG:Infrastructure Change Related to PBM:Known Error
CHG:Infrastructure Change Related to PBM:Problem Investigation
CHG:Infrastructure Change Member of RMS:Release
CHG:Infrastructure Change Related to RMS:Release
CHG:Infrastructure Change Initiated by PBM:Solution Database
CHG:Infrastructure Change Related to PBM:Solution Database
HPD:Help Desk Related to AST:Configuration Item (CI)
HPD:Help Desk Duplicate of HPD:Help Desk
HPD:Help Desk Original of HPD:Help Desk
HPD:Help Desk Related to HPD:Help Desk
HPD:Help Desk Caused HPD:Help Desk
HPD:Help Desk Caused by HPD:Help Desk
HPD:Help Desk Restores AST:Configuration Item (CI)
HPD:Help Desk Resolved by HPD:Help Desk
HPD:Help Desk Resolved HPD:Help Desk
HPD:Help Desk Impacts AST:Configuration Item (CI)
HPD:Help Desk Related to AST:CI Unavailability
HPD:Help Desk Related to CHG:Infrastructure Change
HPD:Help Desk Caused by CHG:Infrastructure Change
HPD:Help Desk Corrected by CHG:Infrastructure Change
HPD:Help Desk Investigated by PBM:Problem Investigation
HPD:Help Desk Related to PBM:Problem Investigation
HPD:Help Desk Resolved by PBM:Known Error
HPD:Help Desk Related to PBM:Known Error
HPD:Help Desk Resolved by PBM:Solution Database
HPD:Help Desk Related to PBM:Solution Database
HPD:Help Desk Resolved by PBM:Problem Investigation
HPD:Help Desk Related to RMS:Release
PBM:Known Error Initiated by PBM:Problem Investigation
PBM:Known Error Related to PBM:Problem Investigation
PBM:Known Error Initiates PBM:Solution Database
PBM:Known Error Related to PBM:Solution Database
PBM:Known Error Related to AST:Configuration Item (CI)
PBM:Known Error Related to PBM:Known Error
PBM:Known Error Identified by PBM:Problem Investigation
PBM:Known Error Impacts AST:Configuration Item (CI)
PBM:Known Error Initiates CHG:Infrastructure Change
PBM:Known Error Related to CHG:Infrastructure Change
PBM:Known Error Resolved HPD:Help Desk
PBM:Known Error Related to HPD:Help Desk
PBM:Known Error Initiates RMS:Release
PBM:Known Error Related to RMS:Release
PBM:Problem Investigation Investigated by PBM:Problem Investigation
PBM:Problem Investigation Investigates PBM:Problem Investigation
PBM:Problem Investigation Related to AST:Configuration Item (CI)
PBM:Problem Investigation Initiates PBM:Known Error
PBM:Problem Investigation Related to PBM:Known Error
PBM:Problem Investigation Related to PBM:Solution Database
PBM:Problem Investigation Investigates AST:Configuration Item (CI)
PBM:Problem Investigation Identified PBM:Known Error
PBM:Problem Investigation Related to PBM:Problem Investigation
PBM:Problem Investigation Impacts AST:Configuration Item (CI)
PBM:Problem Investigation Related to AST:CI Unavailability
PBM:Problem Investigation Related to CHG:Infrastructure Change
PBM:Problem Investigation Investigates HPD:Help Desk
PBM:Problem Investigation Related to HPD:Help Desk
PBM:Problem Investigation Resolved HPD:Help Desk
PBM:Problem Investigation Related to RMS:Release
PBM:Solution Database Initiated by PBM:Known Error
PBM:Solution Database Related to PBM:Known Error
PBM:Solution Database Related to PBM:Problem Investigation
PBM:Solution Database Related to AST:Configuration Item (CI)
PBM:Solution Database Resolved HPD:Help Desk
PBM:Solution Database Related to HPD:Help Desk
PBM:Solution Database Created HPD:Help Desk
Request types
On the spreadsheet, the SHR_LoadAssociation tab is used to specify Transactional-SharedComponents.xlsx
associations (or relationships) between records. This tab includes two columns for that identify the Request Type
request type of the two records being associated and that must be completed with one of the following text or
numeric values:
6000 Configuration Item
9000 Incident
12000 Infrastructure Change
15000 Solution Database
16000 Known Error
20000 Problem Investigation
For more information, see Using Transactional-SharedComponents.xlsx to populate the Service or CI fields in an
. incident, problem, known error, or change
Timing Reasons
On the spreadsheet, the CHG_LoadInfrastructureChange tab includes columns for Transactional-Change.xlsx Ti
and . is a required field on the Infrastructure Change form. is a ming Timing Reason Timing Timing Reason
required field for the Timing values listed in the following table. This table lists the values available for and Timing
the corresponding values for . Timing Reason
Timing values and corresponding Timing Reason values
Timing values Timing Reason numeric values Timing Reason text values
Expedited 1000 Customer/business need
2000 Insufficient lead-time
3000 Known error correction
4000 Scheduling conflict
Status reasons
For forms that include as a required field, is a required field for the status values indicated in Status Status Reason
the following tables. These tables are grouped by the spreadsheet used to upload data to the forms.
Status reasons for Transactional_CI.xlsx
Status reasons for Transactional-Change.xlsx
Status reasons for Transactional-Release.xlsx
Status reasons for Transactional-Contract.xlsx
Status reasons for Transactional-Problem.xlsx
Status reasons for Transactional-Incident.xlsx
Status reasons for Transactional-Task.xlsx
Status reasons for Transactional_CI.xlsx
On the spreadsheet, the tabs include columns for and . Transactional_CI.xlsx Status Status Reason
The following table lists the values available for and the corresponding values for . Status Status Reason
Asset CI Status values and corresponding Status Reason values
Status values Status Reason numeric values Status Reason text values
Ordered no values no values
Received no values no values
Being Assembled no values no values
Delete 4000 Obsolete
Deployed no values no values
Disposed 4000 Obsolete
Down 1000 Scheduled
2000 Maintenance
3000 Out of Service
End of Life 4000 Obsolete
In Repair no values no values
In Inventory no values no values
On Loan no values no values
Reserved no values no values
Return to vendor 5000 RMA - Return To Vendor
6000 RMA - Return to Distributor
Transferred no values no values
Status reasons for Transactional-Change.xlsx
On the spreadsheet, the CHG_LoadInfrastructureChange tab includes columns for Transactional-Change.xlsx Sta
and . is a required field on the Change form. is a required field for only tus Status Reason Status Status Reason
certain Status values.
The following table lists the values for which is a required field. This table lists the values Status Status Reason
available for and the corresponding values for . Status Status Reason
Change Status values and corresponding Status Reason values
Planning In Progress 28000 Accepted
29000 Assigned
30000 Built
Implementation In Progress 14000 In Rollout
17000 In Development
18000 In Test
19000 In Build
20000 In Rollback
21000 In Documentation
13000 In Verification
Pending 27000 Manager Intervention
25000 Miscellaneous
22000 Vendor Purchase
26000 Future Enhancement
23000 Support Group Communication
24000 Task Review
Rejected 12000 Insufficient Task Data
15000 Insufficient Change Data
16000 Schedule Conflicts
Completed 10000 Final Review Required
9000 Final Review Complete
11000 Additional Coding Required
Closed 5000 Successful
6000 Successful with Issues
7000 Unsuccessful
8000 Backed Out
Cancelled 1000 No Longer Required
2000 Funding Not Available
3000 To Be Re-Scheduled
4000 Resources Not Available
Status reasons for Transactional-Release.xlsx
On the spreadsheet, the RMS_Release tab includes columns for and Transactional-Release.xlsx Status Status
. is a required field on the Release form. is a required field for only certain va Reason Status Status Reason Status
lues. If the is Pending then the is Mandatory. Release Request Status Status Reason
values and corresponding values are listed in the following table. Status Status Reason
Release Status values and corresponding Status Reason values
Registered 20200 Communication
Pending 21000 More information
25000 Miscellaneous
27000 Manager Intervention
22000 Vendor Purchase
20200 Communication
28000 Change Review
In Progress 20100 Planning
20200 Communication
19000 Build
20000 Deployment
18000 Test
Rejected 32000 Schedule Conflicts
33000 Insufficient Data
34000 Business Case Rejected
Completed 29000 Final Review Required
30000 Final Review Complete
31000 Additional Coding Required
Cancelled 35000 No Longer Required
36000 Funding Not Available
37000 To Be Re-Scheduled
38000 Resources Not Available
Closed 39000 Successful
40000 Partially Deployed
41000 Unsuccessful
42000 Backed Out
Status reasons for Transactional-Contract.xlsx
On the spreadsheet, the CTR_LoadContractBase tab includes columns for an Transactional-Contract.xlsx Status
d . is a required field on the CTR:ContractBase form. Status Reason Status
values and corresponding values are listed in the following table. The corresponding Status Status Reason Status
values are optional. If no value is entered, the default value is Executed. Reason Status
Asset Status values and corresponding Status Reason values
Draft 2000 In negotiation
3000 Pending Signature
Executed 1000 Active
4000 Requires Attention
5000 Under re-negotiation
6000 Change Pending
7000 On Hold
Historical 8000 Expired
9000 Terminated
10000 Cancelled
Delete 11000 Scheduled for Deletion
Status reasons for Transactional-Problem.xlsx
On the spreadsheet, several tabs include columns for and for . Transactional-Problem.xlsx Status Status Reason
is a required field on each corresponding form. Status
is a required field for the values listed in the following table. This table lists the values Status Reason Status
Problem Status values and corresponding Status Reason values
Spreadsheet tab Status values Status Reason numeric
values
Status Reason text values
Known Error Cancelled 1000 Duplicate
2000 No Longer Applicable
Corrected 3000 Pending PIR
No Action Planned 4000 Funding Not Available
Scheduled for Correction 5000 Pending Infrastructure
Change
6000 Pending Third Party Vendor
Problem Investigation Completed 1000 Known Error
2000 Unresolvable
3000 Solution Database
4000 Enhancement Request
Cancelled 5000 Duplicate Investigation
Pending 6000 Local Site Action Required
7000 Purchase Order Approval
8000 Registration Approval
10000 Support Contract Hold
11000 Third Party Vendor Action
Reqd
12000 Pending Original Problem
13000 Supplier Delivery
14000 Request
15000 Client Action Required
16000 Client Hold
17000 Monitoring Problem
19000 Automated Resolution
Reported
Solution Database Inactive 3000 Not Applicable
Status reasons for Transactional-Incident.xlsx
On the spreadsheet, the HPD_LoadHelpDesk tab includes columns for and Transactional-Incident.xlsx Status St
. is a required field on the Incident form. atus Reason Status
Incident Status values and corresponding Status Reason values
Spreadsheet tab Status Reason numeric values Status Reason text values
Pending 2000 Local Site Action Required
3000 Purchase Order Approval
4000 Registration Approval
5000 Supplier Delivery
6000 Support Contact Hold
7000 Third Party Vendor Action Reqd
8000 Client Action Required
10000 Request
12000 Pending Original Incident
13000 Client Hold
14000 Monitoring Incident
19000 Automated Resolution Reported
Resolved 11000 Future Enhancement
14000 Monitoring Incident
15000 Customer Follow-Up Required
16000 Temporary Corrective Action
17000 No Further Action Required
Closed 1000 Infrastructure Change Created
Cancelled 20000 No longer a Causal CI
On the spreadsheet, the TMS_LoadTask tab includes columns for and Transactional-Incident.xlsx Status Status
. is a required field on the TMS:TaskGroup form. is a required field for the val Reason Status Status Reason Status
ues listed in the following table. This table lists the values available for and the corresponding values for Status Stat
. us Reason
Incident task Status values and corresponding Status Reason values
Closed 1000 Success
2000 Failed
3000 Canceled
Pending 4000 Assignment
9000 Error
Staged 5000 Staging in Progress
6000 Staging Complete
Waiting 7000 Acknowledgement
8000 Completion
Status reasons for Transactional-Task.xlsx
On the spreadsheet, the TMS_LoadTask tab includes columns for and Transactional-Task.xlsx Status Status
. Reason
available for and their corresponding values for . Status Status Reason
Task Status values and corresponding Status Reason values
Closed 1000 Success
2000 Failed
3000 Canceled
Pending 4000 Assignment
9000 Error
Time zones
On the spreadsheet, the 05 BusinessTimeWorkdays tab and 06 BusinessTimeHolidays tab SupportGroup.xlsx
include a column for time zone, which must be completed with one of the following values:
(GMT-12:00) Eriwetok, Kwajalein
(GMT-11:00) Midway Island, Samoa
(GMT-10:00) Hawaii
(GMT-09:00) Alaska
(GMT-08:00) Pacific Time (US & Canada); Tijuana
(GMT-07:00) Arizona
(GMT-07:00) Mountain Time (US & Canada)
(GMT-06:00) Central Time (US & Canada)
(GMT-06:00) Mexico City (Tegucigalpa)
(GMT-06:00) Saskatchewan
(GMT-05:00) Bogota, Lima, Quito
(GMT-05:00) Eastern Time (US & Canada)
(GMT-05:00) Indiana (East)
(GMT-04:00) Atlantic Time (Canada)
(GMT-04:00) Caracas, La Paz
(GMT-03:30) Newfoundland
(GMT-03:00) Brasilia
(GMT-03:00) Buenos Aries, Georgetown
(GMT-02:00) Mid-Atlantic
(GMT-01:00) Azores, Cape Verde Is.
(GMT) Casablanca, Monrovia
(GMT) Greenwich Mean Time: Dublin, Edinburgh, Lisbon, London
(GMT+1:00) Amsterdam, Copenhagen, Madrid, Paris, Vilnius
(GMT+1:00) Belgrade, Sarajevo, Skopje, Sofija, Zagreb
(GMT+1:00) Bratislava, Budapest, Ljubljana, Prague, Warsaw
(GMT+1:00) Brussels, Berlin, Bern, Rome, Stockholm, Vienna
(GMT+2:00) Athens, Istanbul, Minsk
(GMT+2:00) Bucharest
(GMT+2:00) Cairo
(GMT+2:00) Harare, Pretoria
(GMT+2:00) Helsinki, Riga, Tallinn
(GMT+2:00) Israel
(GMT+3:00) Baghdad, Kuwait, Riyadh
(GMT+3:00) Moscow, St. Petersburg, Volgograd
(GMT+3:00) Nairobi
(GMT+3:30) Tehran
(GMT+4:00) Abu Dhabi, Muscat
(GMT+4:00) Baku, Tbilisi
(GMT+4:30) Kabul
(GMT+5:00) Ekaterinburg
(GMT+5:00) Islamabad, Karachi, Tashkent
(GMT+5:30) Bombay, Calcutta, Madras, New Delhi
(GMT+6:00) Almaty, Dhaka
(GMT+6:00) Colombo
(GMT+7:00) Bangkok, Hanoi, Jakarta
(GMT+8:00) Beijing, Chongqing, Hong Kong, Urumqi
(GMT+8:00) Perth
(GMT+8:00) Singapore
(GMT+8:00) Taipei
(GMT+9:00) Osaka, Sapporo, Tokyo
(GMT+9:00) Seoul
(GMT+9:00) Yakutsk
(GMT+9:30) Adelaide
(GMT+9:30) Darwin
(GMT+10:00) Brisbane
(GMT+10:00) Canberra, Melbourne, Sydney
(GMT+10:00) Guam, Port Moresby
(GMT+10:00) Hobart
(GMT+10:00) Vladivostok
(GMT+11:00) Magadan, Solomon Is., New Caledonia
(GMT+12:00) Auckland, Wellington
(GMT+12:00) Fiji, Kamchatka, Marshall Is.
How tabs map from spreadsheet to target form
This section describes how tabs in the Excel (.xlsx) spreadsheets map to staging forms, and how the staging forms
map to the primary target forms in BMC Remedy ITSM 8.1.
Foundation data mapping
Process setup data mapping
Transactional data mapping
This section lists the mapping of foundation data from spreadsheets to target forms.
Spreadsheet Tab Staging form Target form or forms
Company.xlsx COM_LoadCompany COM:LoadCompany COM:Company
Company.xlsx COM_LoadCompany
Alias
COM:LoadCompany
Alias
COM:Company Alias
Financials.xlsx FIN_LoadConfig
CostCentersRep
FIN:LoadConfig
CostCentersRep
FIN:ConfigCostCentersRe
pository
Financials.xlsx FIN_LoadCost
CenterUDAAssoc
FIN:LoadCost
CenterUDAAssoc
FIN:CostCenterUDAAssoci
ations
GenericCatalog.xlsx CFG_Load
GenericCatalog
CFG:LoadGeneric
Catalog
CFG:Generic Catalog
GenericCatalog.xlsx CFG_LoadGeneric
ProdSerAssoc
CFG:LoadGeneric
ProdSerAssoc
CFG:GenericProdServiceA
ssoc
GenericCatalog.xlsx CFG_LoadGeneric
CpyModuleAssoc
CFG:LoadGeneric
CpyModuleAssoc
CFG:GenericCompanyMo
duleAssoc
Geography.xlsx CTM_Load
PostalCodes
CTM:Load
PostalCodes
CTM:PostalCodes
Location.xlsx SIT_LoadSite SIT:LoadSite SIT:Site
Location.xlsx SIT_LoadSiteAlias SIT:LoadSiteAlias SIT:Site Alias
Location.xlsx CTM_LoadRegion CTM:LoadRegion CTM:Region
Location.xlsx SIT_LoadSiteGroup SIT:LoadSiteGroup SIT:Site Group
Location.xlsx SIT_LoadSite
CompanyAssoc
SIT:LoadSite
CompanyAssoc
SIT:Site Company
Association
Operational
Catalog.xlsx
CFG_Load
ServiceCatalog
CFG:Load
ServiceCatalog
CFG:Service Catalog
Operational
Catalog.xlsx
CFG_LoadService
CatalogAssoc
CFG:LoadService
CatalogAssoc
CFG:Service Catalog
Assoc
People.xlsx CTM_Load
PeopleTemplate
CTM:LoadPeople
Template
CTM:People Template
People.xlsx CTM_LoadPeople CTM:LoadPeople
CTM:People
User (if a Remedy Login
ID is specified)
People.xlsx CTM_LoadPeople
TemplatePG
CTM:Load
PeopleTemplatePG
CTM:People Template PG
TemplateSG
CTM:LoadPeople
TemplateSG
CTM:People Template SG
TemplateSFR
CTM:LoadPeople
TemplateSFR
CTM:SupportGroup
FunctionalRole
AP:Role
Attributes
CTM:LoadPeople
Attributes
CTM:Login ID
Attributes
CTM:LoadPeople
Attributes
CTM:People Wallet
Attributes
CTM:LoadPeople
Attributes
CTM:People HR
Attendance Mgmt
Attributes
CTM:LoadPeople
Attributes
CTM:People HR Time
Management
Attributes
CTM:LoadPeople
Attributes
CTM:People Education
Attributes
CTM:LoadPeople
Attributes
CTM:People Travel Profile
Attributes
CTM:LoadPeople
Attributes
CTM:People Benefit Info
Attributes
CTM:LoadPeople
Attributes
CTM:People IT Skills
People.xlsx FIN_LoadCost
CenterUDAAssoc
FIN:LoadCost
CenterUDAAssoc
FIN:CostCenterUDAAssoci
ations
WorkLog
CTM:LoadPeople
WorkLog
CTM:People WorkLog
People.xlsx NTE_LoadCFG
NotificationEvents
NTE:LoadCFG
NotificationEvents
NTE:CFG-Notification
Events
PermissionGroups
CTM:LoadPeople
PermissionGroups
CTM:PeoplePermission
Groups
PermissionGroups
CTM:LoadPeople
PermissionGroups
CTM:PeoplePermission
Groups
People.xlsx CTM_LoadSupport
GroupAssociation
CTM:LoadSupport
GroupAssociation
CTM:Support Group
Association
People.xlsx CTM_LoadSupport
GroupFunctionalRole
CTM:LoadSupport
GroupFunctionalRole
CTM:SupportGroupFunctio
nalRole
PeopleOrg.xlsx CTM_LoadPeople
Organization
CTM:LoadPeople
Organization
CTM:People Organization
Product
Catalog.xlsx
PCT_Load
ProductCatalog
PCT:Load
ProductCatalog
PCT:Product Catalog
Product
Catalog.xlsx
PCT_Load
ProductAlias
PCT:Load
ProductAlias
PCT:Product Alias
Product
Catalog.xlsx
PCT_LoadProd
ComAssoc
PCT:LoadProd
ComAssoc
PCT:ProductCompanyAss
ociation
Product
Catalog.xlsx
PCT_LoadProd
ModelVersion
PCT:LoadProd
ModelVersion
PCT:Product
Model/Version
Product
Catalog.xlsx
PCT_LoadModel
VersionPatch
PCT:Load
ModelVersionPatch
PCT:ModelVersion Patch
Product
Catalog.xlsx
PCT_LoadProd
CatAliasMapping
PCT:LoadProdCat
AliasMapping
PCT:ProductCatalogAlias
MappingForm
SupportGroup.xlsx CTM_LoadSupport
Group
CTM:LoadSupport
Group
CTM:Support Group
SupportGroup.xlsx CTM_Load
SGPAssignments
CTM:Load
SGPAssignments
CTM:Support Group
Assignments
SupportGroup.xlsx CTM_LoadSupport
GroupAlias
CTM:LoadSupport
GroupAlias
CTM:Support Group Alias
SupportGroup.xlsx CTM_LoadSGPOnCall CTM:LoadSGPOnCall CTM:Support Group
On-Call
SupportGroup.xlsx CFG_LoadBusiness
TimeWorkdays
CFG:Load
Business
TimeWorkdays
Business Time Workdays
SupportGroup.xlsx CFG_LoadBusiness
TimeHolidays
CFG:LoadBusiness
TimeHolidays
CFG:Business Holidays
Storage
SystemSetup.xlsx NTE_LoadCFG
PagerServiceConfig
NTE:LoadCFG
PagerServiceConfig
NTE:CFG-Pager Service
Config
Process setup data mapping
This section lists the mapping of process-setup data from spreadsheets to target forms.
Process setup data mapping for BMC Remedy ITSM
ProcessSetup-
Change.xlsx
APR_LoadApproverLooku
p
APR:LoadApproverLookup APR:Approver Lookup
ProcessSetup-
Change.xlsx
CHG_LoadTemplate CHG:LoadTemplate CHG:Template
ProcessSetup-
Change.xlsx
CHG_LoadTemplate
SPGAssoc
CHG:LoadTemplate
SPGAssoc
CHG:TemplateSPGAssoc
ProcessSetup-
Change.xlsx
CHG_LoadTemplate
Associations
CHG:LoadTemplate
Associations
CHG:Template
Associations
ProcessSetup-
Change.xlsx
TMS_LoadAssociation
Template
TMS:LoadAssociation
Template
TMS:AssociationTemplate
ProcessSetup-
Foundation.xlsx
CFG_LoadAssignment CFG:LoadAssignment CFG:Assignment
ProcessSetup-
Foundation.xlsx
APR_LoadAlternate APR:LoadAlternate AP:Alternate
ProcessSetup-
Incident.xlsx
HPD_LoadTemplate HPD:LoadTemplate HPD:Template
ProcessSetup-
Incident.xlsx
HPD_LoadTemplate
SPGAssoc
HPD:LoadTemplate
SPGAssoc
HPD:TemplateSPG Assoc
ProcessSetup-
Incident.xlsx
HPD_LoadTemplate
Associations
HPD:LoadTemplate
Associations
HPD:Template
Associations
ProcessSetup-
Incident.xlsx
CFG_LoadScripts CFG:LoadScripts CFG:Scripts
ProcessSetup-
Incident.xlsx
CFG_LoadGroup
EventMapping
CFG:LoadGroup
EventMapping
CFG:Group Event
Mapping
ProcessSetup-
Incident.xlsx
CFG_LoadDecisionTree CFG:LoadDecisionTree CFG:Decision Tree
ProcessSetup-
Incident.xlsx
CFG_LoadDecision
TreeBranch
CFG:LoadDecision
TreeBranch
CFG:Decision Tree-Branch
ProcessSetup-
Incident.xlsx
CFG_LoadDecision
TreeBranch
CFG:LoadDecision
TreeBranch
ProcessSetup-
Incident.xlsx
CFG_LoadDecision
TreeBranch
CFG:LoadDecision
TreeBranch
ProcessSetup-
Request.xlsx
RQC_LoadSummary
Definition
RQC:LoadSummary
Definition
RQC:SummaryDefinition
ProcessSetup-
Task.xlsx
TMS_LoadTaskGroup
Template
TMS:LoadTaskGroup
Template
TMS:TaskGroupTemplate
ProcessSetup-
Task.xlsx
TMS_LoadTaskTemplate TMS:LoadTaskTemplate TMS:TaskTemplate
ProcessSetup-
Task.xlsx
TMS_LoadAssociation
Template
TMS:LoadAssociation
Template
TMS:AssociationTemplate
ProcessSetup-
Task.xlsx
TMS_LoadFlowTemplate TMS:LoadFlowTemplate TMS:FlowTemplate
ProcessSetup-
Task.xlsx
TMS_LoadAssignment
Config
TMS:LoadAssignment
Config
TMS:AssignmentConfigura
tion
ProcessSetup-
Task.xlsx
TMS_LoadVariableTempla
te
TMS:LoadVariableTemplat
e
TMS:VariableTemplate
ProcessSetup-
Task.xlsx
TMS_LoadVariableMappin
g
TMS:LoadVariableMappin
g
TMS:VariableMapping
Process setup data mapping for BMC Service Level Management
ServiceTarget.xlsx SLM_LoadServiceTarget SLM:LoadServiceTarget SLM:ServiceTarget
SLM_LoadMilestone SLM:LoadMilestone SLM:Milestone
SLM_LoadRuleAction SLM:LoadRuleAction SLM:RuleAction
SLM_LoadRuleAction
SetValue_base
SLM:LoadRuleAction
SetValue_base
SLM:RuleActionSetValue_b
ase
SLM_LoadRuleAction
SetValueItem
SLM:LoadRuleAction
SetValueItem
SLM:RuleActionSetValueIte
m
SLM_LoadRuleAction
Process_base
SLM:LoadRuleAction
Process_base
SLM:RuleActionProcess_ba
se
SLM_LoadMeasurement
Criteria
SLM:LoadMeasurement
Criteria
SLM:MeasurementCriteria
SLM_LoadGoalSchedule SLM:LoadGoalSchedule SLM:GoalSchedule
Agreement.xlsx SLM_LoadSLADefinition SLM:LoadSLADefinition SLM:SLADefinition
SLM_LoadMilestone SLM:LoadMilestone SLM:Milestone
SLM_LoadRuleAction SLM:LoadRuleAction SLM:RuleAction
SLM_LoadRuleAction
SetValue_base
SLM:LoadRuleAction
SetValue_base
SLM:RuleActionSetValue_b
ase
SLM_LoadRuleAction
SetValueItem
SLM:LoadRuleAction
SetValueItem
SLM:RuleActionSetValueIte
m
SLM_LoadRuleAction
Process_base
SLM:LoadRuleAction
Process_base
SLM:RuleActionProcess_ba
se
SLM_LoadConfig
ReviewPeriod
SLM:LoadReviewPeriod SLM:ReviewPeriod
SLM_LoadPenaltyRewards SLM:LoadPenaltyRewards SLM:PenaltyRewards
Contract.xlsx SLM_LoadContract SLM:LoadContract SLM:Contract
Process setup data mapping for BMC Knowledge Management
ProcessSetup-
Knowledge.xlsx
RKM_LoadVisibilityGroup
Mapping
RKM:LoadVisibilityGrp
Mappng
RKM:VisibilityGroupMappi
ng
Transactional data mapping
This section lists the mapping of transactional data from spreadsheets to target forms.
Transactional data mapping for BMC Remedy ITSM
Transactional_
CI.xlsx
AST_ComputerSystem Not applicable BMC.CORE:BMC_Comput
er System
: Note
The following fields are
hidden internal fields used
to store reconciliation
references:
Rel Lead Class Id
Rel Lead Instance
IdThese fields should be
left blank in the
spreadsheet.
Transactional_
CI.xlsx
AST_ComputerSystem AST:LoadAttributes AST:Attributes
: Note
The following fields are
hidden internal fields used
to store reconciliation
references:
Rel Lead Class Id
Rel Lead Instance Id
These fields should be
left blank in the
spreadsheet.
Transactional_
CI.xlsx
AST_OperatingSystem Not applicable BMC.CORE:BMC_Operati
ng
System
Transactional_
CI.xlsx
AST_OperatingSystem AST:LoadAttributes AST:Attributes
Transactional_
CI.xlsx
AST_Processor Not applicable BMC.CORE:BMC_Proces
sor
Transactional_
CI.xlsx
AST_Processor AST:LoadAttributes AST:Attributes
Transactional_
CI.xlsx
AST_Product Not applicable BMC.CORE:BMC_Product
Transactional_
CI.xlsx
AST_Product AST:LoadAttributes AST:Attributes
Transactional_
CI.xlsx
AST_BusinessService ATS:LoadAttributes BMC.CORE:BMC_Busines
sService
Transactional_
Asset.xlsx
AST_LoadWorkLog AST:LoadWorkLog AST:WorkLog
Transactional_
Asset.xlsx
AST_LoadBMC_BaseR
elationship
AST:LoadBMC_BaseRela
tionship
BMC.AM:BMC_APPLI
CATIONSYSTEMSERV
ICES
BMC.AM:BMC_COMP
ONENT
BMC.AM:BMC_DEPE
NDENCY
BMC.AM:BMC_ELEM
ENTLOCATION
BMC.AM:BMC_HOST
EDACCESSPOINT
BMC.AM:BMC_HOST
EDSERVICE
BMC.AM:BMC_HOST
EDSYSTEMCOMPONE
NTS
BMC.AM:BMC_IMPA
CT
BMC.AM:BMC_INIPS
UBNET
BMC.AM:BMC_INSEG
MENT
BMC.AM:BMC_IPSUB
NETINCOLLECTION
BMC.AM:BMC_INVEN
TORYBULKITEMS
BMC.AM:BMC_INVEN
TORYCOMPUTERSYS
TEMS
BMC.AM:BMC_INVEN
TORYSYSTEMCOMPO
NENTS
BMC.AM:BMC_INVEN
TORYEQUIPMENT
Transactional_
Asset.xlsx
AST_LoadBMC_BaseR
elationship
AST:LoadBMC_BaseRela
tionship
BMC.AM:BMC_LNSIN
COLLECTION
BMC.AM:BMC_MEMB
EROFCOLLECTION
BMC.AM:BMC_SEGM
ENTINCOLLECTION
BMC.AM:BMC_ACCO
UNTONSYSTEM
BMC.AM:BMC_BASER
ELATIONSHIP
BMC.AM:BMC_SETTI
NGSOF
Transactional_
Asset.xlsx
AST_LoadAssetPeople AST:LoadAssetPeople AST:AssetPeople
Transactional_
Change.xlsx
CHG_LoadInfrastruct
ureChange
CHG:LoadInfrastructure
Change
CHG:InfrastructureChange
Transactional_
Change.xlsx
CHG_LoadWorkLog CHG:LoadWorkLog CHG:WorkLog
Transactional_
Change.xlsx
CHG_LoadImpactedA
reas
CHG:LoadImpactedAreas CHG:Impacted Areas
Transactional_
Change.xlsx
APR_LoadSignature APR:LoadSignature
AP:Signature
AP:Detail
Transactional_
Contract.xlsx
CTR_LoadContractBase CTR:LoadContractBase CTR:ContractBase and
AST:AssetLease_
Transactional_
Contract.xlsx
AST:AssetMaintenance_
Transactional_
Contract.xlsx
AST:AssetSoftware_
Transactional_
Contract.xlsx
AST:AssetSupport_
Transactional_
Contract.xlsx
AST:AssetWarranty_
Transactional_
Contract.xlsx
CTR:GenericContract_
Transactional_
Contract.xlsx
CTR:MasterContract_
Transactional_
Contract.xlsx
CTR_LoadWorkLog CTR:LoadWorkLog CTR:WorkLog
Transactional_
Contract.xlsx
AST_LoadLicenseCerti
ficates
AST:LoadLicenseCertific
ates
AST:LicenseCertificates
AST:Connection_Basic
Questions
AST:Compliance_Basic
Questions
Transactional_
Contract.xlsx
AST_LoadLicenseCerti
ficateProductAssociati
on
AST:LoadLicenseCertific
ateProductAssociation
AST:LoadLicenseCertificat
e
ProductAssociation
Transactional_
Contract.xlsx
CTR_LoadContract_Re
lationship
CTR:LoadContract_Relat
ionship
CTR:Contract_Realtionshi
p
Transactional_
Incident.xlsx
HPD_LoadHelpDesk HPD:LoadHelpDesk
HPD:HelpDesk
SRM:Request
Transactional_
Incident.xlsx
HPD_LoadWorkLog HPD:LoadWorkLog
HPD:WorkLog
SRM:WorkInfo
Transactional_
Incident.xlsx
HPD_LoadImpactedA
reas
HPD:LoadImpactedAreas HPD:Impacted Areas
Transactional_
Problem.xlsx
PBM_LoadProblemInv
estigation
PBM:LoadProblemInvest
igation
PBM:Problem
Investigation
Transactional_
Problem.xlsx
PBM_LoadInvestigatio
nWorkLog
PBM:LoadInvestigation
WorkLog
PBM:Investigation
WorkLog
Transactional_
Problem.xlsx
PBM_LoadImpactedAr
eas
PBM:LoadImpactedAreas PBM:ImpactedAreas
Transactional_
Problem.xlsx
PBM_LoadKnownError PBM:LoadKnownError PBM:Known Error
Transactional_
Problem.xlsx
PBM_LoadKnownErro
rWorkLog
PBM:LoadKnownErrorW
orkLog
PBM:Known Error
WorkLog
Transactional_
Problem.xlsx
PBM_LoadSolutionDat
abase
PBM:LoadSolutionDatab
ase
PBM:SolutionDatabase
Transactional_
Problem.xlsx
PBM_LoadSolutionDB
Alias
PBM:LoadSolutionDBAli
as
PBM:SolutionDBAlias
Transactional_
Problem.xlsx
PBM_LoadSolutionWo
rkLog
PBM:LoadSolutionWork
Log
PBM:SolutionWorkLog
Transactional_
Problem.xlsx
PBM_SolutionDBAddi
tionalMappings
PBM:SolutionDBAdditio
nalMappings
CFG:Group Event
Mapping
CFG:GroupEventMapK
DBAssoc
Transactional_
Shared
Components.xlsx
SHR_LoadAssociations SHR:LoadAssociations
HPD:Associations
AST:CMDB
Associations
PBM:Investigation
Associations
CHG:Associations
Transactional_
Shared
Components.xlsx
CFG_LoadReminders CFG:LoadReminders CFG:Reminders
Transactional_
Shared
Components.xlsx
FIN_LoadCosts FIN:LoadCosts FIN:Costs
Transactional_
Shared
Components.xlsx
FIN_LoadPayments FIN:LoadPayments FIN:Payments
Transactional_
Shared
Components.xlsx
CFG_LoadBroadcast CFG:LoadBroadcast CFG:Broadcast
Transactional_
Shared
Components.xlsx
CFG_LoadBroadcastSP
GAssoc
CFG:LoadBroadcastSPG
Assoc
CFG:BroadcastSPGAssoci
ation
Transactional_
Task.xlsx
TMS_LoadTaskGroup TMS:LoadTaskGroup TMS:TaskGroup
Transactional_
Task.xlsx
TMS_LoadTask TMS:LoadTask TMS:Task
Transactional_
Task.xlsx
TMS_LoadWorkInfo TMS:LoadWorkInfo TMS:WorkInfo
Transactional data mapping for BMC Knowledge Management
Transactional-
Additional
Category.xlsx
RKM_Load
MultipleOper_Cat
RKM:Load
MultipleOper_Cat
RKM:KAMOperationalCat
Transactional-
Additional
Category.xlsx
RKM_Load
MultipleProdCategory
RKM:LoadMultiple
ProdCategory
RKM:KAMProductCat
Transactional-
Additional
Category.xlsx
RKM_LoadMulti
_Reg_SiteGrp_Site
RKM:LoadMulti_
Reg_SiteGrp_Site
RKM:KAMSite
Transactional-
Additional
Category.xlsx
RKM_LoadMultiple
BusinessSrvc
RKM:LoadMultiple
BusinessSrvc
RKM:KAMBusinessService
Transactional-
Additional
Category.xlsx
RKM_LoadMultiple
Org_Dept
RKM:LoadMultiple
Org_Dept
RKM:KAMOrganization
Transactional-
Additional
Category.xlsx
RKM_LoadMultiple
Company
RKM:LoadMultiple
Company
RKM:KAMCompany
Transactional-
Knowledge.xlsx
RKM_LoadHowTo
Template_Join
RKM:LoadHowTo
Template_Join
RKM:HowToTemplate
RKM:KnowleddgeArticle
Manager
Transactional-
Knowledge.xlsx
RKM_LoadReference
Template_Join
RKM:LoadReference
Template_Join
RKM:ReferenceTemplat
e
Manager
Transactional-
Knowledge.xlsx
RKM_LoadPrblm
SolnTemplate_Join
RKM:LoadPrblmSoln
Template_Join
RKM:ProblemSolution
Template
Manager
1.
2.
Transactional-
Knowledge.xlsx
RKM_LoadKnown
ErrTemplate_Join
RKM:LoadKnown
ErrTemplate_Join
RKM:KnownErrorTempl
ate
Manager
Transactional-
Knowledge.xlsx
RKM_Load
Associations
RKM:Load
Associations
RKM:Association
Transactional-
Knowledge.xlsx
RKM_LoadFeedback RKM:LoadFeedback RKM:Feedback
Transactional-
Knowledge.xlsx
RKM_Load
UpdateRequests
RKM:LoadUpdate
Requests
RKM:UpdateRequests
Transactional-
Knowledge.xlsx
RKM_LoadWatchList RKM:LoadWatchList RKM:WatchList
Transactional-
Knowledge.xlsx
RKM_LoadArticle
History
RKM:LoadArticle
History
RKM:ArticleHistory
Transactional-
Knowledge.xlsx
RKM_LoadVisibility
GrpNCmpArt
RKM:LoadVisibility
GrpNCmpArt
RKM:VisibilityGroup
AndCompany_Article
Working with jobs
This section describes how to create and manage jobs:
Creating a job
Viewing a job
Searching for a job
Modifying a job
Canceling a job
Creating a job
Note
Before you create a job you should be familiar with the information in Completing the dataload
, including . spreadsheets Managing spreadsheets
The Job Console allows you to create and manage jobs.
To create a job
2.
3.
a.
b.
c.
d.
4.
5.
On the Job Console click and the Job (New) window is displayed. Alternatively you can also access Create
the Job (New) window by clicking under Job Functions in the navigation pane. Create Job
In the Job (New) window, specify information about the job:
By default, the job must have a Draft status while it is being created.
For , enter a descriptive name for the job. Job Name
For , you can provide a brief description for the job. Job Description
From the list, select the company associated with this job. Company
In the drop-down list, select one of the following values: Replace Case/Alias
Yes The Validation step checks for aliases and replaces the alias values on the staging
forms with the actual values based on defined alias mappings. Also, the Validation step checks
for case insensitivity, and when found converts the letter case of values on staging forms for
the supported data type fields so the case is the same as the case used for the values on the
parent form.
No Turns off alias and case insensitivity checking.
The field displays your User ID. Job Owner
To prevent the job, steps, and staging data from being automatically deleted, select the Override Delete
check box. This selection overrides the settings chosen in your application preferences.
Click . Save
The field and the , , and fields on the tab Job ID Create Date Modified Date Last Modified By Date/System
are updated by the system.
Tip
The and fields on the tab will only be Run Start Time Run End Time Date/System
populated when your job is run. Use this information to determine how long it took for a
job to run.
You can either use out-of-the-box templates or create customized steps to run your job. For more information see, U
, and . sing out-of-the-box templates Creating customized jobs
Creating a job using out-of-the-box job templates
BMC provides you with out-of-the-box templates to enable you to quickly create jobs. You can copy these templates
to customize them to your needs, and save them to be used later.
For information about copying templates, see . Creating customized job templates
For a description of the templates that are provided, see . Out-of-the-box job templates
Example
Allen Allbrook wants to quickly run a job to load Calbro Services company and people information. He
creates and saves a job. From the Create drop-down list in the Steps panel, he selects the Using
BMC Templates option, and the Company and People templates, and runs the job.
1.
2.
3.
4.
5.
6.
To create a job using out-of-the-box templates
Create your job as described in . Creating a job
Click to save your job. Save
Select the option from the drop-down list in the Steps panel. Using BMC Templates Create
Select the required template.
Change the status of the job to and click . Built Save
Click to run the job immediately. Run
Out-of-the-box job templates
Pre-designed job templates are shipped with the dataload tool. They include the most commonly loaded forms:
Out-of-the-box foundation templates
Out-of-the-box process setup templates
Out-of-the-box transactional templates
Example
For example, if you wanted to load People records, you could choose a job template called People
and this would prepopulate all the required steps to load the appropriate forms for a successful load
of People and related data. Alternatively, if you are performing a full deployment, you must choose all
of the following job templates, which would prepopulate all the required steps to load the appropriate
forms for all Foundation, process setup and transactional data:
ALL Foundation
ALL Process Setup
ALL Transactional
The following sections lists the out-of-the-box templates that are provided by BMC.
Out-of-the-box foundation templates
Template name Description
ALL Foundation Sets up the steps for all of the Foundation templates
Company Loads company and company alias records
Financial Information Loads configuration cost center repository and cost
center user-defined association records
Generic Catalog Loads generic catalog, generic product service
associations and generic company module association
records
Geography Loads postal code records
Location Loads site, site alias, region, site group, and site
company association records
Operational Catalog Loads operational catalog and operational catalog
association records
People Loads people template, people, people template
permission group, people template support group,
people template support group functional role records
Also loads people attribute records, including login ID,
people wallet (for example, credit card information),
people human resources attendance management,
people human resources time management, people
education, people travel profile, people benefit
information, people IT skills, cost center user-defined
association, people work log, people notification event,
people access restrictions, people permission group,
support group association, and support group functional
role
People Organization Loads people organization records
Product Catalog Loads product catalog, product alias, product company
association, product model version, product model
version patch, and product catalog alias mapping
records
Support Group Loads support group, support group assignment,
support group alias, support group on call, business
work days, and business holiday records
System Setup Loads pager service configuration records
Out-of-the-box process setup templates
All Process Setup Sets up the steps for all of the Process Setup templates
Change Loads approver lookup, change template, change
template support group association, change template
associations, and task template association records
Foundation Loads assignment and alternate records
Incident Loads incident template, incident template support group
association, incident template associations, scripts, group
event mapping, decision tree, decision tree main branch,
decision tree branch, and decision tree branch item
records
Request Loads summary definition records
Task Loads task group template, task template, task
association template, task flow template, task assignment
configuration, task variable template, and task variable
mapping records
Activity_Process_Setup Loads activity templates, activity config rules, and activity
config notification rules records
Release_Process_Setup Loads release milestone exit criteria, release approver
lookup, release template, release template associations,
release template support group associations, release
config rules, release config prioritization, release config
notification rules, and release milestone phases records
BMC Service Level Management:
Agreement Loads the service level management agreement records
and their related template
Contract job Loads the service level management contract records
Service target Loads the service target records and their related
template
PDT Import Loads Process Definition Templates (PDTs) and related
data
SRD Import Loads Service Request Definitions (SRDs) and related
data
Supporting Data Import Loads supporting data for SRDs and PDTs, which
includes questions, images, survey questions, category
data, and entitlement data
Out-of-the-box transactional templates
ALL Transactional Sets up the steps for all of the Transactional templates
Change Loads infrastructure change, change work log, change
impacted areas, and signature records
Financial Information Loads payment records.
Foundation Loads broadcast, broadcast support group association,
association, financial, and reminder records.
Incident Loads incident, incident association, incident work log,
and incident impacted area records
Problem Loads problem investigation, problem investigation work
log, problem impacted areas, problem known error,
problem known error work log, problem solution
database, problem solution alias, problem solution work
log, and problem solution database additional mapping
records
Task Loads task, task group, and task work information records
Transactional_Activity Loads activity and activity work info records
Transactional_Release Loads release manifest association, release worklog,
release signature, and release records
BMC Asset Management:
Asset Loads the asset-to-asset relationship data
CI-CMDB Loads the computer system, processor, product, and
1.
2.
operating system CIs
BMC Knowledge Management:
How To This template is designed to document a process, a user
question, or instructions to complete a specific task.
Knowledge users can write the process, task, or question
in the Question field and provide the details in the Answer
field. Additional comments can be added in the Technical
Notes field.
Reference This template is designed to document referential
information (for example, lists of components or
parameters, hardware and software requirements,
installation prerequisites, and general descriptions).
Typically, you relate reference knowledge articles to How
To, Problem, and Known Error articles to enhance their
content.
Problem Solution This template is designed to document problems and their
solutions. Knowledge users can write the problem
description in the Problem field and provide a solution in
the Solution field. Additional comments can be added in
the Technical Notes field.
Known Error This template is designed to document fixes or
workarounds to known errors and issues. Knowledge
users can use the template's fields to describe the error,
provide the root cause, and offer a fix or a workaround.
Additional comments can be added in the Technical
Notes field.
Creating customized jobs
You can choose to create your own steps for a job.
Note
You can also choose to use custom templates to create steps by selecting the Using Custom
option in the drop-down list found in the Steps panel of the Job (New) window Templates Create
and selecting the required template.
This section also provides the following information:
Deleting steps
Creating customized job templates
Searching for job templates
Before you begin
You must complete filling in the initial job details as described in . Creating a job
To create steps for customized jobs
Once you have saved your job, select the option in the drop-down list in the Steps panel. Step Create
2.
a.
b.
c.
3.
4.
5.
6.
In the Step (New) window, specify information about the step:
For , enter a descriptive name for the step. Step Name
For , provide a brief description for the step. Step Description
From the list, select the type of step. The options are: Step Type
Load step Imports your data. For more information about the Load step and creating
transformations, see . Load step
Validate step Automatically verifies your data. For more information, see . Validate step
Note
When you select , the option is enabled. If you want Validate Create Only
only new data to be created and you do not want existing records to be
updated, select the check box to run the validation for this Create Only
step and create new records for the target applications. Any staging form
records that are duplicated by records in the target applications are
flagged as errors and can be corrected using Error Management. If you do
not select this check box, the validation runs in "update mode," duplicated
records are not flagged as errors, and the data is pushed to the target
effectively updating it.
Promote step Pushes all records without errors to their respective target forms within the
BMC Remedy ITSM Suite of applications. For more information, see . Promote step
From the list, select the required category (for example, Foundation, Process Staging Form Category
Setup, Transactional) for the staging form.
From the list, select the staging form name that is used by the Validate and Promote Staging Form Name
steps.
Note
This procedure is mandatory for the Validate and Promote steps.
From the list, select the group that organizes your set of Load, Validate, and Promote steps Step Group
together into a classification that makes sense for the operation (for example, the Company group logically
groups the staging form and Validate and Promote steps for Company, Company Alias, Site, and Site Alias).
You can also enter your own custom group in this field. If you save your job as a template, your group will
appear as an option in the list. Group
The displays the name of your job. Parent Job Name
The status for the step is automatically set by the system.
The field displays your User ID. Job Owner
The field displays the following information: System Messages
For a Load step, the errors returned from the Atrium Integrator adapter plug-in
For a Promote step, the count of promote errors
For a Validate step, states that errors are detected
For a people promote step only, shows license counts
6.
7.
8.
9.
10.
1.
2.
3.
4.
You can select the check box to pause the job at the selected step before the step Wait Before Execution
runs.
Note
When a job is run and a step is triggered with a wait flag, a notification is automatically
sent to the job owner.
You can select the check box to run the validation for this step and create new records for the Create Only
target applications.
Click . Save
The , , , , , and fields Parent Job Name Parent Job ID Step ID Create Date Modified Date Last Modified By
on the tab are updated. System Info
When you manually create a Validate step, and after you click , the system automatically creates the Save
associated Promote step. Also, when you manually create a Promote step, and after you click , the Save
system automatically creates the associated Validate step.
Repeat steps 1-8 to create customized steps for your job. After you have created all your steps, go back to
your job using the breadcrumb bar at the top of the screen and change the status of the job to . Built
Click to run your job immediately, or to run the job at a future time. Run Job Schedule
Related topics
Running and monitoring jobs
Scheduling jobs
Deleting steps
The following procedure describes how to delete steps in the Steps panel.
The Validate and Promote steps are organized into pairs and you cannot just delete an individual step because
these steps are associated with a single staging form.
To delete steps
On the Job Console, select the required job in the Jobs table.
On the Job window in the Steps panel, select the required step group, select a step to delete, and click Delet
. e
A dialog box asks you if you are sure you want to delete the step.
Click to proceed or to cancel. Yes No
The Validate and Promote pair of steps are deleted. If you select either a Validate or a Promote step, both
steps are deleted.
If you choose to delete a Load step, all Validate and Promote steps associated with the Load step are
deleted. This is dictated by the value in the Step group column.
Creating customized job templates
1.
2.
3.
4.
5.
6.
7.
These procedures describe how to create customized job templates:
Before you begin
To create customized templates from the Job (New) window
To create customized templates from the Job Template window
Example
Allen Allbrook has a requirement to always load company and people information together. He loads
the company template from the list and he creates customized steps to load people Load Template
information. He saves this combination as his customized template. Going forward, when Allen wants
to load company and people information he selects his customized template, and runs his job.
Warning
You cannot load CI and CI relationships data using a single job template. CIs and CI
relationships need to be loaded using two separate jobs.
Before you begin
You must fill in all initial job details as described in . Creating a job
To create customized templates from the Job (New) window
From the Job Console, click . Create
Note
Alternatively, you can choose under Other Functions to open the Job Create Template
Template window. For more information, see To create customized templates from the
. Job Template window
Create your steps by following the procedure in . Creating customized jobs
Click . Save As Template
In the Save As Template dialog box, fill in a name and description for the template.
From the list, select a staging form category for the template, such as Foundation, Process Setup, Category
Transactional, or Custom.
Note
Use the custom category when the template has staging forms that are a combination of
Foundation, Process Setup, and Transactional staging forms.
Select a company from the Company list.
7.
8.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
Note
You can add additional company access to this template by searching for the template
after it is saved and choosing other companies. For more information, see Searching for
. job templates
Click . Save
To create customized templates from the Job Template window
In the Job Console, select . Other Functions > Create Template
In the Job Template window, enter a descriptive name for the template.
You can enter a brief description for the template in . Template Description
Select the company that will own the template.
Select the template category.
Select a status for the template (for example, Proposed, Enabled etc.)
Select at least one required company in the information. Company Access
Click to save the information. Save
Complete the information for additional companies. Company Access
Filling in this information allows other users in the applied companies to use this template. To do this, select
the required company and click . The selected company displays in the table. Add
Note
Click to refresh the table. You can also remove a company by selecting it in the Refresh
table and clicking . Remove
From the Steps panel, select the option from the drop-down list. Step Create
Note
You must have first saved the template in order to create steps.
In the Step Template (New) window, enter a descriptive name for the step.
Enter a brief description for the step in . Step Description
From the list, select the status for the step (for example, Proposed, Enabled etc.) Status
Select the step type.
Select the staging form category.
For a Validate or Promote step, select a staging form name from the drop-down list.
Select a group name from the drop-down list or enter a custom group name. Step Group
If you are creating a Load step, you must select the name of your BMC Atrium Integrator job.
20.
21.
22.
23.
1.
2.
3.
4.
5.
You can select the check box to run the validation for this step and create new records for the Create Only
target applications. For more information about the check box, see . Create Only Creating customized jobs
You can select the check box to pause the job at the selected step before the step Wait Before Execution
runs.
Click to save your step template. Save
When you manually create a Validate step, and after you click , the system automatically creates the Save
associated Promote step. Also, when you manually create a Promote step, and after you click , the Save
system automatically creates the associated Validate step.
Repeat steps 7-21 for all of the steps that you want to add to your job template.
Once you have saved your template, you can access it from the Job Template window by selecting the Cust
option in the drop-down list or you can search for it. om Job Template Create
To create a new template based on a copy of the template you created, click on the Job Copy Template
Template window, complete the new template name, description, category, and company fields, and save the
information.
Searching for job templates
You can search for templates that you have created and configure your templates to support multi-tenancy for users
who have access to data for multiple companies.
To search for templates
On the Job Console in the navigation pane, select . Other Functions > Search Template
The Job Template (Search) window opens.
In the Job Template (Search) window, you can enter one or more of the following search criteria:
Template Name Enter the name of the template.
Template Description Enter the description for the template.
Company Enter the name of the company that owns the template.
Category From the Category list, select the category of the staging forms for the template (for
example, Foundation, Process Setup, Transactional, and Custom).
Status From the Status list, select the status for the template (for example, Proposed, Enabled,
and Offline).
Template Owner Enter your user ID to find all templates that you have created.
The field is defaulted to Custom Template and should not be changed. Template Type
Out-of-the-box standard templates cannot be modified.
Click . Search
The search results list of found templates is displayed at the top of the Job Template (Search) window.
Choose from the following options:
Option Action
5.
Search for a new template Click to clear the Job Template New search
(Search) window and enter new search criteria.
Modify all selected templates Click to modify specific information for all Modify all
selected rows in the results list at once (for example,
change status of selected templates to Offline). The
current mode of the results list pane changes to
"Modify All." The Job Template window displays and
you can make the required changes. Click and Save
when prompted, click to save your changes. Yes
Save searches Choose Searches > Save Search...
For information about using other Searches options,
see . Running and saving searches
Save report on the results list Choose to save a report My Reports > Save...
based on the results list. For more information about
using , see My Reports Using the My Reports
. toolbar button
Define complex set of search criteria Click to define a search Advanced search
statement in the advanced search bar at the bottom
of the window. You can choose to insert relational
operators (for example, <,>,!=, AND, OR) into the
search statement by using the provided buttons. For
information about the advanced search bar, see Usi
. ng the advanced search bar
Clear Click to remove your information from all of Clear
the search criteria fields.
Display status history Displays an audit of the status field (for example,
when the record changed status and who changed
the status).
Set display preferences for results list or Steps table Use the Preferences options to change how the
results list or the Steps table is displayed (for
example, you can choose to remove a displayed
column).
Refresh the results list From the results list, click . Refresh
Create report Click to create a report on the selected Report
template(s) in the results list. You can choose which
fields you want to report on and which criteria to
report on. You can view the report or print it.
Select all templates From the results list, click . Select All
5.
1.
2.
1.
2.
3.
4.
1.
2.
3.
4.
Deselect all templates From the results list, click . DeSelect All
Provide access to templates for other companies The Company Access panel displays your list of
companies. To share the template with another
company and allow its users to use it, select the
company and click . Users that belong to that Add
company will be able to select this template when
they are creating jobs.
Remove access to templates from companies To remove a company from having access to a
template, select the company in the Company
Access panel and click . Users that belong Remove
to that company will no longer be able to select this
template when they are creating jobs.
Viewing a job
On the Job Console, select the required job in the table and click . Jobs View
Searching for a job
On the Job Console in the navigation pane, select . Job Functions > Search Job
On the Job (Search) window, enter a search criteria (for example, name, description, job status, or
company).
Click . Search
A list of jobs that match your search criteria is displayed.
Modifying a job
On the Job Console, select the job you want to modify and click . The job is displayed. View
Make changes to your job. You can change basic information about the job such as its name, description, or
company. You can also add customized steps or a template to the job.
Note
You can only modify jobs which you created and that have a Draft status. If you try to
modify a job created by a user other than yourself, you will receive a warning indicating
that you do not have permission to modify the job.
}Click . Save
Canceling a job
The following procedure describes how to cancel a job.
1.
2.
Note:
If you are a DMT User, you can cancel only jobs that you created. If you are a DMT Admin, you
can cancel any jobs for the companies to which you have access.
To cancel a job
On the Job Console, choose one of the following ways to cancel a job:
Select the required job in the Jobs table and click . Cancel
From within a Job record, click . Cancel
You will be prompted to verify that you want to cancel this job and all of its associated steps. Select Y
to cancel the job or to retain the job. es No
Completing steps
Dataload jobs are composed of sequences of the following steps:
Load step (which imports your data from your source files to the staging forms)
Validate step (which validates staging form data)
Promote step (which pushes valid staging form records to your target forms)
This section describes the behavior of the steps and how to complete the steps for your jobs.
Load step
Validate step
Promote step
Load step
The Load step imports your data from your source files to the dataload staging forms. This step leverages Atrium
Integrator jobs, which integrate source and target data stores with data transformation based on specific rules.
The DMT User or DMT Admin provides the source location and connection information that the Atrium Integrator
adapter uses for the transformation process.
Data can be imported to one or more staging forms in one Load step. For example, a Load step can import company
and company alias data from a Company.xlsx spreadsheet to two different staging forms.
Loading BMC Asset Management data
Configuring an Atrium Integrator job for a Load step
Registering a new Atrium Integrator job for a Load step
Registering Atrium Integrator job variables
Configuring Data Management for LDAP or LDAPS import
Loading BMC Asset Management data
Before you load BMC Asset Management data, you should be familiar with the following information:
CI and inventory attribute dataload process
Usage of the CI Name field as a unique identifier
Reconciliation rules for supported CIs
Loading asset CI relationships
CI and inventory attribute dataload process
Once CI data is loaded successfully to the BMC Atrium Core CMDB forms then attribute data is loaded to the
AST:Attributes form. During validation, CI data in the BMC Atrium Core CMDB forms is reconciled with the attribute
data through the AST:LoadAttributes staging form. Once validation is successful, CI data is promoted to the
BMC.ASSET production dataset and AST:LoadAttributes data is promoted to the AST:Attributes form.
Usage of the CI Name field as a unique identifier
The field is a required field for loading CIs and CI relationships. The field is also the unique CI Name CI Name
identifier for importing asset data. Transformations are built using as the unique key field. CI Name
You must ensure that you have a unique set of CI Name records. If a CI Name is found, this record will be updated
during the Load step.
Warning
When you import data from multiple external sources, you must ensure that CI Name integrity is
maintained to prevent any erroneous updates from occurring.
Reconciliation rules for supported CIs
As part of the process for reconciling data, CIs go through a merge phase that follows standard merge rules. These
rules define precedence values for the supported CIs listed in the table below and ensure that the fields listed below
are merged with the production CIs. For more information about the standard merge rules, see the BMC Atrium
documentation. CMDB Normalization and Reconciliation
CI Fields
Computer System
CI Name
Serial Number
Domain
Hostname
Product Model/Version
Operating System CI Name
Processor CI Name
Business Service CI Name
Loading asset CI relationships
Before you load asset CI relationships data, you should be aware of the following rules:
The required CIs should already exist in your system before you load CI relationships.
You should always load data using the BMC.ITSM.CI.DATA dataset in the Load step for your jobs. For more
information, see . Configuring an Atrium Integrator job for a Load step
The following CI relationship types are supported out-of-the-box:
CI relationship types
Proper name Normalized name Relationship type class
Application System Services APPLICATIONSYSTEMSERVICES BMC.AM:BMC_APPLICATIONSYST
EMSERVICES
Component COMPONENT BMC.AM:BMC_COMPONENT
Dependency DEPENDENCY BMC.AM:BMC_DEPENDENCY
Element Location ELEMENTLOCATION BMC.AM:BMC_ELEMENTLOCATIO
N
Hosted Access Point HOSTEDACCESSPOINT BMC.AM:BMC_HOSTEDACCESSP
OINT
Hosted Service HOSTEDSERVICE BMC.AM:BMC_HOSTEDSERVICE
Hosted System Components HOSTEDSYSTEMCOMPONENTS BMC.AM:BMC_HOSTEDSYSTEMC
OMPONENTS
In IP Subnet INIPSUBNET BMC.AM:BMC_INIPSUBNET
In Segment BMC_InSegment BMC.AM:BMC_INSEGMENT
Inventory Bulk Items INVENTORYBULKITEMS BMC.AM:BMC_INVENTORYBULKI
TEMS
Inventory Computer Systems INVENTORYCOMPUTERSYSTEMS BMC.AM:BMC_INVENTORYCOMP
UTERSYSTEMS
1.
Inventory System Components INVENTORYSYSTEMCOMPONEN
TS
BMC.AM:BMC_INVENTORYSYSTE
MCOMPONENTS
IP Subnets in Collection IPSUBNETINCOLLECTION BMC.AM:BMC_IPSUBNETINCOLL
ECTION
LNs In Collection LNSINCOLLECTION BMC.AM:BMC_LNSINCOLLECTIO
N
Member Of Collection MEMBEROFCOLLECTION BMC.AM:BMC_MEMBEROFCOLLE
CTION
Segments in Collection SEGMENTSINCOLLECTION BMC.AM:BMC_SEGMENTINCOLLE
CTION
Account On System ACCOUNTONSYSTEM BMC.AM:BMC_ACCOUNTONSYST
EM
All Related ALLRELATED BMC.AM:BMC_BASERELATIONSH
IP
Inventory Equipments INVENTORYEQUIPMENTS BMC.AM:BMC_INVENTORYEQUIP
MENT
Settings Of BMC_SettingsOf BMC.AM:BMC_SETTINGSOF
Impact BMC_Impact BMC.AM:BMC_IMPACT
Configuring an Atrium Integrator job for a Load step
To import data from various sources, you must create an Atrium Integrator job for each Load step. These jobs
provide the details that are required to find the source data store, transform the data using the specified rules, and
store the data in the required target data store.
Note
BMC Remedy AR System provides an Atrium Integrator adapter plug-in that enables you to
create and run your own data transformations. For more information, see Atrium Integrator
. adapter for BMC Remedy AR System
BMC provides out-of-the-box Atrium Integrator jobs, which can be configured.
To configure an Atrium Integrator job for a Load step
In the Load Parameters panel in the Step (New) window, select the required Atrium Integrator job name from
the following choices:
1.
Job name Description
Activity_Process_Setup Imports activity template, activity configuration rules,
and activity configuration notification rule records
CI-CMDB Imports computer system, processor, product, and
operating system CIs
Company Imports company and company alias records
Change_Process_Setup Imports the following records: approver lookup,
change template, change template support group
association, change template associations, and task
template association
Financials Imports configuration cost center repository and cost
center user-defined association records
Foundation_Process_Setup Imports assignment and alternate records
Generic_Catalog Imports generic catalog, generic product service
associations, and generic company module
association records
Geography Imports postal code records
Incident_Process_Setup Imports the following records: incident template,
incident template support group association, incident
template associations, scripts, group event mapping,
decision tree, decision tree main branch, decision
tree branch, and decision tree branch item
Load Service Agreement Imports service agreement and its associated
milestone, action, and penalty rewards records
Load Service Target Imports service target and its associated milestone,
action, and goal schedule records
Load SLM Contract Imports BMC Service Level Management contract
LDAP_People Imports people from an LDAP server to the
CTM:LoadPeople form
Location Imports site, site alias, region, site group, and site
company association records
OperationalCatalog Imports operational catalog and operational catalog
association records
1.
People Imports people records
PeopleOrg Imports people organization records
Product_Catalog Imports the following records: product catalog,
product alias, product company association, product
model version, product model version patch, and
product catalog alias mapping
Release_Process_Setup Imports the following records: release milestone exit
criteria, release approver lookup, release template,
release template associations, release template
support group associations, release configuration
rules, release configuration prioritization, release
configuration notification rules, release milestone
phases
Support_Group Imports the following records: support group,
support group assignment, support group alias,
support group on call, business work days, and
business holiday
System_Setup Imports pager service configuration records
Task_Process_Setup Imports the following records: task group template,
task template, task association template, task flow
template, task assignment configuration, task
variable template, and task variable mapping
Transactional_Activity Imports activity and activity work information records
Transactional_Asset Imports asset work log, asset to asset relationship,
asset people, and CI records
Transactional_Change Imports infrastructure change, change work log,
change impacted areas, and signature records
Transactional_Contract Imports contract records
Transactional_Incident Imports incident, incident association, incident work
log, and incident impacted area records
Transactional_Problem Imports the following records: problem investigation,
problem investigation work log, problem impacted
areas, problem known error, problem known error
work log, problem solution database, problem
solution alias, problem solution work log, and
problem solution database additional mapping
1.
2.
a.
b.
Transactional_Release Imports release worklog, release signature, and
release records
Transactional_Shared_Components Imports support group associations for broadcasts,
and financial data (including costs and payments)
for applications.
Transactional_Task Imports tasks, task group, and task work information
records
The Variables panel displays the following information which is used by Atrium Integrator to connect the BMC
Remedy AR System server with the import process.
Variable Value
AR_USER BMC Remedy AR System server user name
Note
You only need to make this change once. If you modify AR_USER, the new value
propagates to all the Load steps.
Recommendation
If you have selected either the Transactional_Asset or CI-CMDB Atrium Integrator job,
BMC recommends that you keep BMC.ITSM.CI.DATA, which is the default, as the
DATASETID variable to ensure that the data is reconciled correctly with the production
dataset. You will need to highlight the DATASETID variable in the Variables table to
display the DATSETID entry field.
Do not load data directly to the BMC.ASSET production dataset.
Select either the name of the User's data spreadsheet (created using Spreadsheet Management) that will be
attached to the Atrium Integrator job from the drop-down list or click to browse locally and Spreadsheet Add
manually add the spreadsheet as an attachment.
Note
This process will also pull in the attachments .zip file if one exists for the spreadsheet.
If you have attachment fields with data in your ARX files or Excel spreadsheets, you must add an attachment
.zip file. To load spreadsheets with attachments:
In the attachment columns in your spreadsheet, enter the following path for your files and save your
changes: optionalSubFolderName\fileName
Create a folder on your local hard drive.
2.
b.
c.
d.
3.
1.
2.
3.
4.
Note
If you are attaching files that have a shared file name you must put these in
separate local sub-folders before zipping them. Your spreadsheets will need to
reference these sub-folders.
Put all of the files that you want to attach to the staging form record, and have identified in the
attachment columns of your spreadsheet, in this folder. You can create sub-folders if required.
Zip up your files and name the .zip file .zip. folderName
Warning
The file must be a .zip file. No other compression formats are supported.
When you export an ARX file, the attachment directory is automatically created and you can make a
zip file by zipping up the directory.
Note
If you remove a spreadsheet, by clicking , you will also remove the Remove
attachments .zip file.
To save the step, click . Save
After your Data Management job has a status of Built, and you choose to run the job, the Atrium Integrator
job runs. When the job finishes running, the Load step is set to Completed.
Registering a new Atrium Integrator job for a Load step
Note:
The following procedure applies to DMT Admins or AR Administrators only.
After you have created your own Atrium Integrator job, using the Atrium Integrator Spoon client, and stored it in the
BMC Remedy AR System repository so it is accessible by the BMC Remedy AR System server, you must register it
so it can be selected within the Load step for your Data Management job.
To register your Atrium Integrator job
From the Job Console, select . Other Functions > Atrium Integrator Jobs
The Atrium Integrator Job table lists all of the jobs provided by BMC by default. This table enables DMT
Admins or AR Administrators to view, modify, and delete Atrium Integrator jobs.
Click . Create
Enter the name for your Atrium Integrator job.
Note
The name must match the name you used when you created the Atrium Integrator job
using the Atrium Integrator Spoon client.
4.
5.
6.
7.
8.
1.
2.
3.
4.
5.
6.
7.
Select the same job type that you used when you created the job using the Atrium Integrator Spoon client.
Enter the required Atrium Integrator repository directory path for your job.
Select the required log level for the execution of the job.
If you select the check box, then a variable called is automatically Attachment Required DMTattachpath
created that is used to attach a file to your job.
Click to register your job. Save
Related topic
Note
The following procedure applies to DMT Admins or AR Administrators only.
After you have registered your Atrium Integrator job, you can register variables for it so they can be used during the
execution of the Data Management job; for example, connectivity information including your server name and server
password.
To register custom Atrium Integrator job variables
From the Atrium Integrator Jobs window, click on the arrow next to Variables to open the Variables panel.
Note
The Hidden column in the variables table indicates when the variables are dynamically
set (shows Yes) by Data Management and are therefore not displayed in the Variables
panel in the Step window.
Click . Create
Select the required variable type.
Select the variable type if the variable is only for a specific Atrium Integrator job execution. Select the Local
variable type if the variable applies to all Atrium Integrator job executions. Global
Select your Atrium Integrator job name.
Enter your variable name.
You can enter the following information:
Variable description
Default value for your variable which automatically populates the variable
You can also select the check box so that your data is stored using encryption. If you select Secured
the check box, the variable is only used in workflow and users cannot provided values for it in Hidden
the Step window.
Click to register your variable. Save
Configuring Data Management for LDAP or LDAPS import
1.
2.
You can import people data from a Lightweight Directory Access Protocol (LDAP) or LDAP over Secure Sockets
Layer (LDAPS) server to the CTM:LoadPeople form. After the data is imported to the CTM:LoadPeople form, it can
be validated and promoted to People forms.
LDAP provides a standard method for accessing information from a central directory. A common use for LDAP is
user authentication. After a user is set up in the LDAP directory, he or she can use the same user name and
password to log on to any application that supports the LDAP protocol.
LDAPS enables you to make LDAP traffic secure through the use of Secure Sockets Layer (SSL) technology.
BMC provides an out-of-the-box LDAP (or LDAPS) import job template that includes the Load, Validate, and
Promote steps. You can configure the Load step using your LDAP or LDAPS server configuration for data imports.
This section also provides information about:
Mapping LDAP attributes to People form fields
To configure the load step
The Load step enables you to configure the following values, which are used by the Atrium Integrator adapter for the
transformation process:
From the Load Parameters panel in the Step (New) window, select the LDAP_People Atrium Integrator job.
For each of the following variables that are displayed in the Variables table, you must enter the required
values in the field that follows the table:
Variables with required values
Variable Value
LDAP_Host Host name of the valid active directory LDAP or
LDAPS server
LDAP_Port Port number for the LDAP or LDAPS server
connection. The default is 389.
Bind_UserName The user name that is used to connect to the LDAP
or LDAPS server. Ensure that the specified user has
the required permissions to search the Active
Directory classes and attributes required for this
connection.
Example: DomainName\UserName
Bind_Password Password for the specified Active Directory user
Search_base Starting point for the LDAP or LDAPS search in the
directory structure
Search_FilterStr Unicode string that defines the search criteria
This value is only required if the value of the Note:
Custom_Filter variable is set to Y.
2.
Custom_Filter Enter either Y or N. The default value is N, which
means that the New_Accts_Only and Delta_Import
variables are used for the automatic filter string
creation. If you select Y, these variables are not
used for the automatic filter string creation and the
value of the Search_FilterStr is used for the LDAP or
LDAPS import.
The LDAP_People Atrium Integrator job uses the in
class for filter string generation, etOrgPerson
which is used for querying the LDAP or LDAPS
server. To use another LDAP class or create your
own custom LDAP filter string, set the Custom_Filter
variable to Yes and provide the custom LDAP filter
string value in the Search_FilterStr variable.
New_Accts_Only Enter either Y or N. The default value is N, which
means that new and modified accounts are imported
from the LDAP or LDAPS server. If you select Y,
only new accounts are imported from the LDAP or
LDAPS server.
Delta_Import Enter either Y or N. The default value is Y, which
means that only accounts created or modified since
the last import are imported. If you select N, all
accounts are imported from LDAP or LDAPS.
Mapping LDAP attributes to People form fields
LDAP attributes are mapped to people form fields in the AROutput step of an LDAP_People Atrium Integrator job.
For more information, see . AROutput step
BMC supplies the following default mapping of LDAP attributes to People form fields:
Mapping of LDAP attributes to People form fields
LDAP attribute People form field
givenName First Name
sn Last Name
sAMAccountName Remedy Login ID
company Company
mail Corporate E-mail
1.
2.
l (Note: This attribute is a lower-case L.) Site
mobile Local Mobile
ficsimileTelephoneNumber Local Business Fax
telephoneNumber Local Business
If you want to map your own LDAP attributes, you must modify your Atrium Integrator job using the Atrium Integrator
Spoon client.
Validate step
When you decide to run a dataload job, the data load is automatically validated. The validation of data occurs before
the data is promoted.
Each Validate step represents the validation of data for one staging form.
Note
Validating foundation fields for transactional records against staging data will only be possible
when both are contained within the same job and are for the same company. If separate jobs are
created for foundation and related transactional data, then the foundation data must be promoted
first, and validations must occur against the target ITSM forms.
Alias replacement during validation
Case insensitivity correction during validation
To validate a data load
On the Job Console, select the required job in the jobs table and click . The validation runs for the job. Run
All errors are captured in the Error Management window. For more information about using the Error Management
window, see . Managing data errors
Alias replacement during validation
During validation, the alias replacement function for data loads replaces alias values on staging forms with the
actual values based on defined alias mappings. It can assist in reducing the number of errors generated during the
dataload validate step.
1.
2.
3.
4.
5.
Note
Alias replacement is not performed on records in the following parent staging forms:
Company
Site
People Organization
Support Group
Alias replacement is not supported when importing BMC Service Request Management
data.
If there is more than one field with the same alias type on a staging form, the alias replacement
function only replaces values on the primary field with the same field ID as the parent form of this
alias type.
The alias replacement function replaces the alias on staging forms with the actual value from DMT:AliasMapping
form for a defined data type field existing in DMT:SYS:CleanseFields during the validation process.
Alias replacement for an alias only occurs when the current record for this field does not exist in either the system or
the parent staging form, but it exists on the DMT:AliasMapping form.
The following data type fields on the staging forms are supported:
Company name
Site name
Organization
Support group name
Department
Support organization
Example
The current system contains a company record with the name ABC Company.
The alias mapping form contains an alias ABC for the company ABC Company.
You run the data load which triggers the validation process.
The case insensitivity function checks if ABC exists on either the Company form, Load
Company staging form, or alias mapping form, and does not perform case conversion
if ABC is found.
In this case, the record is not found in either the Company form or the Load Company
staging form, but it is found in the alias mapping form.
Validation then runs on the converted value ABC Company, and passes without error.
The alias replacement functions runs, and ABC on staging form is converted to ABC
Company.
The validation process then runs on the converted value ABC Company, and
completes successfully.
Case insensitivity correction during validation
The validate step automatically converts the letter case of values on staging forms for the supported data type fields
so that the case is the same as the case used for the values on the parent form. This correction function helps to
reduce the number of errors generated during the dataload validate step.
Note
Case insensitivity correction does not occur for records in the following parent staging forms:
Company
Site
People Organization
Support Group
If there is more than one field with the same alias type on a staging form, the case insensitivity
correction function only replaces values on the primary field with the same field ID as the parent
form of this alias type.
The validate step runs automatically when you choose to run a dataload.
Case conversion of a value occurs when:
The parent record of a data type field exists in the system or the parent staging form, and the case of parent
record name is different from the value on the current staging form
The value is an alias, it exists in the alias mapping form, and the case of the alias is different from the value
on the current staging form
Case conversion of a value does not occur if there is a record with the same case and value on the parent form (in
the system or staging form) of the same data type.
Case conversion changes the value on the current staging form to match the parent record or alias.
The following data type fields are supported:
Company
Site
Department
Organization
Support group
Support organization
The out-of-the-box DMT:SYS:CleanseFields form is used as the control form for achieving the case insensitivity
function. The form includes records which provide the following information:
Category
Form name
Field ID
1.
2.
3.
4.
Field name
Data type
Parent target form
Parent staging form name
Note
You cannot modify or create records on the DMT:SYS:CleanseFields form unless you
have customized the staging forms.
Example
The current system contains a company record with the name ABC Company.
You create a record on the Load People staging form with the Company field being
abc company. You run a dataload which triggers the validation process.
The case insensitivity function checks if abc company (with the exact case) exists on
either the Company form, Load Company staging form, or alias mapping form, and
does not perform case conversion if abc company is found.
In this case the record is not found, so it coverts abc company on the staging form to
ABC Company to match the record on the company form. Case conversion only occurs
if all the letters match but the case is different.
Validation then runs on the converted value ABC Company, and the validation is
completed successfully.
Promote step
The Promote step either automatically or manually pushes all staging form records that are valid to their respective
target forms within the BMC Remedy ITSM applications, based on the option selected for each Promote step within
the job.
License check
Propagation
Each Promote step represents a data promotion for one staging form.
You can also choose automatic or manual promotion when you configure your application preferences for all jobs.
For more information, see . Configuring Data Management application preferences
Data must be validated without error before it can be promoted.
All errors are captured in the Error Management window. For more information about using the Error Management
window, see . Managing data errors
If you selected the Create Only mode for the Validate step, the related Promote step only creates new records in the
target forms. If you did not select the Create Only mode, the new records are created in the target forms and the
existing records are updated.
1.
2.
Note
BMC Knowledge Management follows the rules described below when articles with multiple
versions are promoted:
If an article has multiple versions, and the newest version is in a Draft state, the article
with a version that is one less than the newest version will be promoted with a Published
state. All the articles with a version less than that will be promoted with a Closed state.
If the newest version for an article is in the Published state, all the articles with a version
less than the newest version will be promoted with a Closed state.
License check
Validation for available licenses occurs at the beginning of the LoadPeople Promote step. Validation is necessary
because multiple users can promote people records at the same time, and could pass validation if enough write
licenses are available. However, they could then fail validation if they are the second user to promote records.
If the license check fails, a message appears in the System Messages column in the Job window LICENSE CHECK
and the wait flag is set for the job. The error text is set for the Promote step with the available and required license
counts at run time.
Note
The license check assumes that all people are new people during the check.
To retrieve the details for the system message: LICENSE CHECK
From the Job window, double-click on the Promote step to open the Step Details window.
Click on the expand button next to the System Messages field.
The System Messages dialog box displays the message details, which include the number of licenses
required and the number of licenses available for products.
The user must provide the following required licenses:
Asset Management Application
Change Management Application
Incident Management Application
Problem Management Application
Financial Management Application
Service Level Management Application
AR User fixed
BMC Remedy Full Text Search (FTS)
Once the user has addressed the license issue (for example, added more licenses), the user should return to the
Job window for the job and click to run the job. Continue
For information about installing licenses to the BMC Remedy AR System server and adding the FTS license, see Ob
and . taining BMC Remedy license keys Adding FTS licenses
For information about installing the Service Level Management license to the BMC Remedy AR System server, see
. Activating application licenses
For information about obtaining license keys for BMC Remedy ITSM Suite and activating application licenses, see A
and . ctivating application licenses Obtaining BMC Remedy license keys
Propagation
Propagation of the data for your dataload jobs occurs automatically after the promotion of data and when the
dataload tool determines that there is data that requires propagation. Data Management uses the data wizard to
propagate data.
You can also use the data wizard to manually propagate data changes.
The following data elements are checked during the Validation step and if identified are automatically flagged for
propagation.
Person Name
Login ID
Site Information
The following table describes propagation behaviors that relate to the CTM:People form:
Propagation behaviors
Staging record condition CTM:People form condition Resulting behavior
A staging record has a BMC
Remedy logon ID, and a blank
alternate ID, and the Create Only
flag is set.
A people record with the same logon
ID already exists.
The staging record is considered a
duplicate record, an error is
generated, and the data is not
loaded.
Remedy logon ID, and a blank
alternate ID, and the Create Only
flag is blank.
ID already exists.
The people record is updated.
Remedy logon ID, and an alternate
ID that is different than the logon ID,
and the Create Only flag is blank.
ID already exists.
ID that is different than the logon ID,
and the Create Only flag is blank.
ID does not exist.
A people record is created.
1.
2.
3.
4.
ID, and the Create Only flag is set.
A people record with either the same
logon ID or the same alternate ID
already exists.
loaded.
ID that is the same as the logon ID,
and the Create only flag is blank.
A people record with the same ID
combination as the staging form
already exists.
ID that is the same as the logon ID,
and the Create only flag is blank.
A people record with the same ID
combination as the staging form
does not exist.
A staging record has a blank BMC
ID, and the Create Only flag is set.
A people record with the same
alternate ID already exists.
loaded.
A staging record has a blank
ID, and the Create Only field is
blank.
alternate ID does not exist.
A staging record has a blank
ID, and the Create Only field is
populated.
alternate ID does not exist.
Scheduling jobs
You can schedule a job for future execution.
DMT Users and DMT Admins can create and manage job schedules. DMT Users can only modify or delete job
schedules that they have created. DMT Admins can modify or delete job schedules created by other users.
Before you begin
Only jobs that have a status of Built can be scheduled.
To create a job schedule
Double-click the required job in the Job table or select the required job and click to display the job's View
details in the Job window.
Click on the Manage Schedule icon next to the Scheduled field or select in the Scheduled field. Yes
The Manage Job Schedule dialog box displays and the summary field displays that the job has not yet been
scheduled.
4.
5.
6.
1.
2.
3.
Select the frequency of the job run in the drop-down list; for example, select to run the job Schedule Once
only once.
Enter the required run option values.
Click and click to confirm the creation of the schedule. Save Yes
The summary field for the schedule changes to display the run option values you have selected.
Once a job is scheduled, you can unschedule it in the Manage Job Schedule dialog box by selecting in the No
Schedule drop-down list and saving your selection. You can also edit the schedule in the Manage Job Schedule
dialog box prior to running the job.
Tips
The next start date for a scheduled job displays in the Jobs table on the Job Console.
Recurring jobs that run based on one schedule can be identified in the Jobs table on the
Job Console by their duplicated job names.
You can also view the schedule details for a job in the Manage Job Schedule dialog box:
If the job has already run, you can see when the job ran.
If the job is still scheduled to run once in the future, you can see when it will run.
If the job is a recurring job, you can see when the job will run in the future and when it ran last.
Running and monitoring jobs
This section describes how to run and monitor your jobs:
Running a job
Viewing the audit log
Running a job
This procedure describes how to run a dataload job or multiple jobs simultaneously.
Recommendation
Run your jobs when your systems are unavailable for general use (for example, during a
scheduled change window).
Before you begin
A job must have a status of Built before you can run it.
To run a job
From the Applications list on the IT Home Page, select . The Job Console Data Management > Job Console
opens.
Double-click on the job that you want to run in the Jobs table. The Job window opens.
Click . Run
The steps for the jobs are initially assigned a status of Queued in the Steps table and, as they run and data is
3.
imported into the specified staging forms, the status changes to Completed.
Note
A notification is automatically sent to the job owner when:
A scheduled job has started
A step has a Wait status
A step has an error
A job is completed
Tip
If the job runs without errors, the drop-down list in the Job window displays Job Result S
. If there are errors, the drop-down list displays . uccessful Job Result Errors Detected
These results are also displayed in the Jobs table in the Job Console.
The Job window also displays the number of steps that have completed out of the total
numbers of Load, Validate, and Promote steps in the field, as shown Completion status
below.

If errors do occur during the data load, you can view or save these errors by selecting the Load step and
clicking in the Step window. View/Save Compressed Error File
After you have run the jobs initially, you can choose to re-run a selected job from the Job window as follows:
To run the same job again after correcting any errors in the and to revalidate and Error Management window
promote the fixed records, click . This process does not run the Load step again. Re-Run from Validate
Note:
CI loads do not support . Re-run from Validate
To make a copy of the job, click . This action creates an exact copy with a new job ID Create as New Job
and enables you to run the Load step again to load new data and also run the Validate and Promote steps.
You can then click to run it again as a new job. Run
Tip
To remove the wait flag from a step and enable it to run automatically, you can
choose from the following procedures:
Go to the Job window, select the step, and click Remove Wait
Go to the Job window, and click to remove wait flags from all of Continue
the highlighted steps
Double-click on the step and from the Step window click Continue Step
To view the staging form data after the job has run the Load step (and without
having to go to the Error Management window), click in the Step View Data
window for your Validate or Promote step.
For information about the sequence in which steps run, see . Step run sequence
Step run sequence
This section describes the sequence in which steps run.
When a job runs, it takes a copy of the step run sequence created by the Application Administrator in the staging
form dependency table and removes any of the sequence elements for which it does not have a matching step. For
example, if a job containing only foundation steps runs then the job will keep only the foundation elements from the
sequence.
When the Load step occurs, all data is loaded simultaneously.
The Validate and Promote steps for parent staging forms must be completed before child staging forms can be
triggered. The child staging forms verify whether the steps for all parent staging forms are completed. If they are
then the steps proceed for the child staging forms. If the steps for all parent staging forms are not complete, the child
staging forms wait until they are completed. This process repeats itself until the steps for all of the child staging
forms are completed.
When each step runs, the status for each step changes to Completed. This status is visible in the Jobs table in the
Job Console.
The Promote step and Validate step can occur simultaneously (as long as the staging forms are not parent and
child).
In the following example, by the time the Validate step is completed for the People template staging form, the
Promote step might have already completed for the Region staging form.
1.
2.
3.
4.
Example
The following shows a hierarchy of staging forms:
Company
Region
Site Group
Site Company Association
People Template
People
Viewing the audit log
The following procedure describes how to view the audit log for a job.
DMT users can view audit log records for their jobs that provide information about when (date and time) the
following events have occurred:
A job was created.
The job engine resequenced the order of steps.
A job ran and completed.
A user clicked . Continue
Job notifications were sent for a job.
The Wait state was enabled or removed for a step.
A step caused an error.
Notifications were sent for a step.
A job schedule was created, modified, or deleted.
For Error Management, changes were made using Field Maintenance functionality.
For Error Management, tree data records were abandoned at the time of automated cleanup (based on
application preferences).
For staging forms, staging records were abandoned at the time of automated cleanup (based on application
preferences).
To view the audit log
In the Job Console, double-click the job for which you want to view the audit log.
In the navigation pane of the Job window, select . The Job Audit Log window is Links > View Audit Log
displayed.
Select the tab to view the audit log records. Notification Audits
If you are a DMT Admin, you can select the tab to view the sequence of steps for your job Execution Audit
(when jobs started and ended).
1.
2.
Managing data errors
The Error Management window provides a unified location for error handling.
To fix errors
To delete errors
Related topic
You must use the Error Management window to correct records that are validated or promoted with errors. Only
unvalidated records and records that are validated or promoted without errors can be modified elsewhere.
Note
Error Management is not supported by BMC Service Request Management.
For BMC Asset Management, you can only view errors in the Error Management window.
Staging forms are not built for CI loads which means that errors will need to be corrected in the
source files before the jobs can be re-run.
To fix errors
In the Job Console select . Other Functions > Error Management
On the Error Management window in the Errors pane, expand an error down to the staging form layer.
Note
A DMT Admin will see all of the jobs for their company or companies in the Errors pane.
When the staging form is highlighted, the error details panel lists the errors that match the staging form and
error code.
When a row in the error details panel is selected, the replacement fields are populated with the data specific
to that error/staging form combination. If more than one row is selected, the replacement fields will be
populated with the data from the first selection.
Error Management example
2.
3.
4.
5.
6.
7.
8.
9.
1.
Enter the correct information to fix the error:
If you want to add or delete fields when correcting a staging form, click . A screen opens Field Maintenance
with Available Fields, and Selected Fields panels.
Add fields from the Available fields to the Selected Fields, or remove fields from the Selected Fields panel by
using the arrow buttons.
Note
The maximum fields that can be shown in the replacement fields panel is six. If you select
more than six fields, you must double-click the affected row in the results list table, and
edit the actual staging form record.
Click . The fields you selected now appear in the replacement fields panel. OK
Click . Update Staging
When prompted for confirmation, click . The system updates the staging form with the corrections you Yes
made.
Note
If you want to change the value for a replacement field to a blank value, you must click Nu
. This will cause the field to be cleared on all the selected staging form records. ll
Click . The Errors pane and the results list table are refreshed, and the updated staging form records Refresh
are no longer visible.
To delete errors
1.
2.
3.
Select the staging form records in the results list table.
Click . Delete Staging
When prompted for confirmation, click . Yes
When the records have been either updated or deleted for your job, go to the Job window for your job and click Re-
to verify that your changes have fixed the errors and have not generated new errors. A Re-Run Run from Validate
from Validate can occur as many times as required to cleanse all validation errors.
Note
CI loads do not support Re-Run from Validate. Re-Run from Validate is not supported for CIs
because the process to distribute CI data to BMC Atrium core forms does not involve uploading
data using staging forms.
Related topic
Troubleshooting Data Management
Using the data wizard to modify data
You can use the data wizard to modify foundation data throughout all applicable BMC Remedy ITSM forms and in
configuration item (CI) records in BMC Atrium CMDB.
Note
Only users with BMC Remedy ARSystem Administrator permissions can use the data wizard.
These Administrator privileges require the account to have a license in order to be Fixed
honored.
This section contains the following data wizard information:
Overview of the data wizard
Counting records that use the target value in specified fields
Prerequisites to updating target values using the data wizard
Updating target values using the data wizard
Post-update requirements after updating target values
Modifying foundation data in related applications
Overview of the data wizard
Some data, such as company name and site name, cannot be modified on the foundation configuration forms,
because this data is used in records throughout the BMC Remedy ITSM Suite of applications and in BMC Atrium
CMDB. For example, the site name is created on the SIT:Site form, but it can also be used on records on the
CTM:People form, HPD:Help Desk form, and on CIs in BMC Atrium CMDB.
You can use the data wizard to modify this data, as it modifies the data in all applicable BMC Remedy ITSM forms
and, where appropriate, in CI records in BMC Atrium CMDB.
Note
Only one data wizard process can run at a time. A dataload job can start a data wizard process if
it is required. You can go DMT:SYS:DataWizardQueue to see if any dataload processes are
running the data wizard. If there is more than one dataload process in the queue, these
processes will have to finish before you can start a new data wizard process.
The following table indicates where the data wizard modifies data.
Which records are affected by the data wizard
Records modified by data wizard Records modified by data wizard not
BMC Remedy ITSM all forms, except where noted
in Exclusions from Data Management
BMC Atrium CMDB CI records in the BMC Asset
dataset
Other datasets in BMC Atrium, such as the sandbox
dataset of the BMC Topology Discovery dataset
Local databases for discovery products that are
stored outside BMC Atrium CMDB
BMC Service Level Management records
BMC Service Request Management records
BMC Knowledge Management records
Note
You can use the data wizard to modify or count only data that has a status of Enabled.
If you have records that are not modified by the data wizard, you must modify them in the relevant application. For
more information about modifying data from other applications, see Modifying foundation data in related applications
.
You can use the data wizard to modify:
Company Name
Person Name
Login ID
Generic Categorization
1.
a.
b.
Product Model / Version
Site Name
Site Information
Support Group
The data wizard updates the specified target value in the appropriate foundation configuration form and changes the
specified target value in other BMC Remedy ITSM application forms and, where applicable, on CI forms in BMC
Atrium CMDB. For example, if you change a product categorization value, this value is changed in the product
catalog, on BMC Remedy ITSM application forms that include product categorization, and for all applicable CIs.
The data wizard updates historical records, such as closed incident and problem records. It does not, however,
update audits on the form.
When you update records with the data wizard, the Last Modified By and Last Modified Date fields are set for
auditing purposes. For more information about how the Login ID is updated, see . Data wizard limitations
Counting records that use the target value in specified fields
Before you modify data, you can use the data wizard to count records that use the target value. For example, if you
plan to change a site name from Canada to Canadian HQ, the data wizard can tell you:
All forms that reference the Site Name field
How many records on each form contain the target value ("Canada" in the example)
You can use this information for planning the change.
To count records that use the target value in specified fields
Access the data wizard.
Log on to the BMC Remedy ARSystem server as an administrator.
From the Applications list on the IT Home page, select > . The Data Data Management Data Wizard
Wizard Console is displayed as shown in the following figure.
Data Wizard Console
1.
b.
2.
3.
1.
Select the action. Count target values
Select the data that you are counting. You can select any of the following types of data:
Company Name
Person Name
Login ID
Product Model / Version
Site Name
Site Information
Support Group
When you select the type of data, a window appears, prompting you for the target value. Enter or select the
target value.
For some types of data, you might specify values for multiple fields. For example, for Product Categorization,
you can specify multiple tiers of categorization.
For some types of data, you can specify search criteria to locate the appropriate original value. For example,
for Person Name, you can specify the Company Name.
Example of the Data Wizard Console ready to count records for a person name
1.
2.
1.
2.
Click . You are prompted to confirm whether to proceed. Go
When you proceed, the Data Wizard Status window appears, listing forms to be counted. As the count
proceeds, the status changes from Pending to Complete.
If you close the Data Wizard Status window, you can open it by clicking . When the count is View Status
complete, however, you cannot open this window.
For information about viewing the audit log, see . Viewing the audit log for count records
Viewing the audit log for count records
The audit log displays all the forms that were checked for records to update.
Click . View Audit Log
Select the appropriate Count record.
You can also see the results of previous counts.
The tab displays the results of the count in a table. The table lists all Data Administration Action Results
forms that reference the data administration type, and the number of records for each form that include the
target value.
Prerequisites to updating target values using the data wizard
1.
2.
3.
4.
5.
1.
2.
3.
4.
5.
To maintain data integrity you must perform certain prerequisite actions before you use the data wizard to update
target values. This section describes details of these actions.
Warning
You must perform all actions that apply to your environment. Failure to do so can compromise
data integrity.
To prevent loss of data or to aid in reverting your data back to its original state before using the
data wizard, you should back up your database before beginning.
Note
Data wizard updates should be run at times when the systems are unavailable for general use,
such as a scheduled change window.
Prerequisite actions to maintain data integrity
Area Actions to perform
Escalations Disable escalations by performing the following steps:
Select . Disable escalations
Click . OK
Restart the BMC Remedy ARSystem server.
Note: For the server group environment, if the Disable
option is not available, use BMC Remedy escalations
Developer Studio to manually disable escalation objects
on the primary server.
Reconciliation Engine Ensure that reconciliation does not run by performing the
following steps:
Open the BMC Atrium CMDB Console.
Click the tab. Reconciliation Manager
In the Job History area, look for active jobs.
If a reconciliation job is currently running, you must
wait for it to complete before you run the data
wizard.
If no jobs are active, inactivate currently scheduled
jobs.
Check again for active jobs, to make sure that
none were started.
Discovery products If you have discovery products that populate BMC Atrium
1.
2.
1.
2.
3.
1.
2.
a.
CMDB, such as BMC Topology Discovery or BMC
Configuration Discovery, you must perform the following
steps:
Stop the discovery products from populating BMC
Atrium CMDB.
Update the company or other foundation data
being changed in the discovery products as
applicable.
Notes:
The data wizard updates the discovery data sets
in BMC Atrium CMDB.
If you are updating product categorization, see the
example in Coordinating the update of product
. categorization with BMC discovery products
Distributed Server Option (DSO) DSO keeps databases synchronized between two
separate BMC Remedy AR System servers. Updates
performed by the data wizard do not trigger DSO. Also,
you must not allow DSO events to update the database
while the data wizard is performing an update.
If you are using DSO, you must perform the following
steps:
Turn off DSO on both servers.
Run the same data wizard updates on both
servers.
If you do not run exactly the same updates on both
servers, the databases are no longer be
synchronized, which results in failed DSO events.
Turn DSO back on.
Coordinating the update of product categorization with BMC discovery products
This topic provides an example of coordinating updates to product categorization with BMC discovery products.
You can perform this procedure if you have upgraded from BMC Topology Discovery version 1.4 to version 1.5 and
want to change from default categorization to best practice categorization. You can modify this procedure for other
updates to product categorization or for BMC Foundation Discovery or BMC Configuration Discovery.
To coordinate the update of product categorization with BMC discovery products
Stop the discovery server.
Modify the categorization XML file.
If you are changing from default categorization to best practice categorization on BMC Topology Discovery,
perform the following steps.
Browse to , where is the TDHome\public_html\visualis\filter\normalization\default TDHome
2.
a.
b.
c.
3.
4.
1.
a.
b.
c.
2.
3.
4.
5.
location where the BMC Topology Discovery server is installed.
Rename to . defaultcategorizationrules.xml defaultcategorizationrules.xml.old
Rename to . bestpraticescategorizationrules.xml defaultcategorizationrules.xml
Use the data wizard to update the product categorization in the product catalog, in CIs stored in BMC Atrium
CMDB, and in BMC Remedy ITSM records, as described in . Updating target values using the data wizard
Restart the discovery server.
Updating target values using the data wizard
This topic describes how to update target values with the data wizard.
To update target values
Access the data wizard.
Log on to the BMC Remedy AR System server as an administrator.
From the Application Setting list, select Foundation > Data Management Tool > Data Wizard
. Console
Select the Update target values action.
Select the data that you are modifying.
When you select the type of data, a window appears, prompting you for the target value and the new value.
Enter or select the target value.
For some types of data, you might specify values for multiple fields. For example, for Product Categorization,
you can specify multiple tiers of categorization.
For some types of data, you can specify search criteria to locate the appropriate target value. For example,
for Site Name, you can specify the Company and, optionally, Region or Site Group.
To select a person, you must press ENTER in the first name or last name field.
The search criteria are mandatory for Generic Categorization, Product Model/Version, Site Information, and
Support Group, because they are required to select the correct records to update. For example, the same
support group name might be used for both My Company and Calbro, but you are changing the support
group for My Company.
Specify the new value.
You can click to copy the target value and then make the appropriate changes, or you can type the Copy
new value.
You must specify a new value for each target value. For example, if you are updating the support group
name but keeping the support organization, you would copy the support organization and enter a new
support group name.
Note
The new value cannot duplicate a value that is already in the system.
Tip
To copy all fields at the same time, click . Copy All
5.
6.
The following figure shows the Data Wizard Console fields populated to update a support group.
Example of the Data Wizard Console ready to update a support group
Click . Go
You are prompted to confirm whether to proceed.
When you proceed, the Data Wizard Status window appears, listing forms to be updated. As the update is
processed, the status changes from Pending to Complete.
If you close the Data Wizard Status window, you can open it by clicking . When the update is View Status
complete, however, this window cannot be reopened.
Note
After you complete the updates, you must follow the instructions in Post-update
. requirements after updating target values
For information about viewing the audit log, see . For information about the Viewing the audit log for updated records
data wizard limitations when updating records, see . Data wizard limitations
Viewing the audit log for updated records
1.
2.
The audit log displays all the forms that were checked for records to update. The listed forms include the field being
updated, although some forms might not include records that contain the target value.
Click . View Audit Log
Select the appropriate Update record.
The tab displays the results of the update in a table. The table lists all Data Administration Action Results
forms that reference the data administration type.
For some forms, the table also lists the number of records that were updated. This information is listed for all
of the forms. This information is also included for the following forms and the main child forms: Helpdesk
(incident), Helpdesk Assignment Log, Impacted Areas, Change, CIs, Problem, Known Error, and Solution.
Data wizard limitations
The data wizard updates records only if the status of the parent record is set to Enabled. For example, you cannot
update a company if the company is set to Offline on the Company form.
Oracle database limitation
Limitations of auditing
Updating Login ID
Updating categorization
The data wizard does not update the following areas:
Any character fields that contain the target value concatenated with other text. For example, if you are
updating the Company Name from "My Company" to "Calbro," instances of "My Company" in field Work Info
s and fields would not be updated. Only instances of "My Company" in the field Summary Company Name
would be updated.
Note
Modifications to a group name using the data wizard also require a manual modification
to any concatenated field values on the Group form. For example, if you are changing a
group name, you must open the Group form and change the long group name to the new
value. If you do not change the long group name, email notifications might not work
correctly.
Qualifications on the Report Console or notification messages.
Additionally, you cannot use the data wizard to change your own Login ID.
Oracle database limitation
When the data wizard is used for an Oracle database, it cannot update data that has leading or trailing spaces.
Limitations of auditing
The audit log file is not updated when you run the data wizard. The only information available on a form to track
what changes the data wizard has made is the name captured in the y field and the date captured Last Modified B
in the field of a form. However, if a form is further updated after it has been modified by the data Last Modified Date
wizard, the record of who ran the data wizard on the particular form is lost.
Updating Login ID
The field on BMC Remedy ITSM application forms and on CI forms is populated with the applicable Login Submitter
ID value. When you change a Login ID, the field is updated on all applicable BMC Remedy ITSM Submitter
application forms.
If the field is the target value, the data wizard does not set the field to the new value. When the Last Modified By
data wizard makes updates, it sets the field to the Login ID of the person making the update. Last Modified By
Updating categorization
The product catalog, operational catalog, and generic catalog include multiple levels of categorization. Catalog
entries can be defined to multiple levels of categorization.
The following table defines the levels of categorization.
Examples of product catalog entries
Categorization level Example 1 Example 2 Example 3
Tier 1 Hardware Hardware Hardware
Tier 2 Machine Machine Machine
Tier 3 Server Server
Manufacturer Hewlett Packard
Product Name Proliant
The following three scenarios illustrate how the levels of categorization that are present in your catalog and the
levels of categorization that you specify in the data wizard affect which categorization records are updated:
Scenario 1 All three examples are present in your product catalog, and you want to change "Machine" to
"Processing Unit." You could specify only the first two tiers to be updated. The remaining categorization
levels are updated throughout the catalog.
Scenario 2 All three examples are present in your product catalog, and you specify three tiers to be
updated (for example, you change Hardware - Machine - Server to Hardware - Processing Unit - Server).
Example 1 and Example 2 are both updated, but Example3 is not updated.
Scenario 3 Example3 is not part of the product catalog, and you specify three tiers to be updated. Any
forms the product catalog with only two tiers specified (for example, an incident with product outside
categorization of Hardware - Machine) are updated, however, to keep categorization consistent. These
additional forms that are updated are not included in the count. As a result, if you compare the audit for the
count and the update, you might notice a discrepancy.
Updates to the product catalog, operational catalog, and generic catalog work the same way.
The data wizard has a limitation on updating categorization. For example, the product catalog could have two entries
with the first entry containing the following tiers:
Tier 1 Hardware
Tier 2 Processing Unit
Tier 3 Desktop
The second entry could contain the following tiers:
Tier 1 Discovered
Tier 2 Machine
Tier 3 Server
If you specify in the data wizard to change Tier 1-Discovered to Tier 1-Hardware and to change Tier 2-Machine to
Tier 2-Processing Unit, the update is not allowed because Tier 1 and Tier 2 already exist as Tier 1-Hardware and
Tier 2-Processing Unit. Instead, you would specify additional tiers when you update categorization. In this example,
you would also specify to change Tier 3-Server to Tier 3 -Server. Although the value remains the same for Tier 3,
because the values change for Tier 1 and Tier 2, the updated product catalog entry is not the same as the original
product catalog entry.
Note
Before you run the data wizard, you must follow the instructions inPrerequisites to updating
. target values using the data wizard
Post-update requirements after updating target values
To maintain data integrity, you must perform certain actions after updating target values. This section provides
describes the actions required to be performed.
Warning
You must perform all actions that apply to your environment. Failure to do so can compromise
data integrity.
1.
2.
3.
4.
5.
1.
2.
3.
1.
2.
1.
2.
Actions to perform after updating target values
Area Actions to perform
Escalations Re-enable escalations by performing the following steps:
Clear . Disable escalations
Click . OK
Note: For the server group environment, if the escalation
objects on the primary server are disabled manually using
BMC Remedy Developer Studio because the Disable
option is not available, use BMC Remedy escalations
Developer Studio to manually re-enable the escalation
objects on the primary server.
Reconciliation Engine Reactivate the reconciliation jobs by performing the
following steps:
Open the BMC Atrium CMDB Console.
Click the tab. Reconciliation Manager
In the Job History area, activate currently inactive
jobs.
Discovery products If you have discovery products that populate BMC Atrium
CMDB, such as BMC Topology Discovery or BMC
Configuration Discovery, you must perform the following
steps:
Update the company or other foundation data
being changed in the discovery products as
applicable, if you have not already done so.
Restart the discovery product that populates BMC
Atrium CMDB.
Distributed Server Option (DSO) Note: You must turn off DSO before running the data
wizard, as described in Prerequisites to updating target
. values using the data wizard
Run the same data wizard updates on the other
servers, if you have not already done so.
Turn DSO back on.
Server groups and other environments with two
application servers sharing a database
After you run the update on one server, you must restart
BMC Remedy AR System services on the other
application server or server groups.
Modifying foundation data in related applications
The data wizard modifies foundation data in BMC Remedy ITSM forms and in configuration items (CIs). It does not,
however, modify foundation data in other applications, such as BMC Service Level Management , BMC Knowledge
Management, and BMC Service Request Management.
Using BMC Remedy Mid Tier to update the conditions and qualification forms
The following foundation data is modified by the data wizard. If you use the data wizard to modify this data, you must
change the same data on applicable applications such as BMC Service Level Management, BMC Knowledge
Management, and BMC Service Request Management.
Foundation data modified by the data wizard
Data administration type Fields containing the value Required filters to find the correct
value
Company Company None
Person name
First Name
Middle Name
Last Name
Full Name
Company
Person ID
Login ID
Login ID is a required Note:
filter only if the person has a
Login ID.
Login ID
Login ID
Submitter
Last Modified By
Any field that holds a login ID
value
None
Generic categorization
Generic Categorization Tier 1
Category Type (required information)
Operational Categorization Tier
1
2
3
None
Product Categorization Tier 1
None
1.
Product Name
Manufacturer
Product model and version Product Model/Version
Product Name
Manufacturer
Site Site None
Site information
Street
Country
State/Province
City
Zip/Postal Code
Time Zone
Site
Support group
Support Organization
Support Group Name
Support Company
The data wizard does not update the BMC Service Level Management terms and conditions qualification. You must
access the following forms using the BMC Remedy Mid Tier in order to manually update their fields:
BMC Service Level Management conditions and qualification forms
Form name Form alias Field name Field ID
SLM:RuleCondition SLM Condition Template Condition 500068600
SLM:ServiceTarget Service Target TermsandConditions 300271400
HPD:HPDSLM:Qualbuilder Qualification Builder Qualification 300271400
CHG:CHGSLM:Qualbuilde
r
Qualification Builder Qualification 300271400
AST:ASTSLM:Qualbuilder Qualification Builder Qualification 300271400
Using BMC Remedy Mid Tier to update the conditions and qualification forms
1.
2.
3.
4.
5.
Open one of the forms by changing the URL path in your browser and replacing everything after your server
name in the URL with the form name.
Search for the records to modify.
Use the Advanced Search Bar to find records that meet the following criteria:
'Name*' LIKE "SLM00101_TC%"
Change the appropriate Terms and Conditions fields.
For the HPD:HPDSLM:Qualbuilder, CHG:CHGSLM:Qualbuilder, and AST:ASTSLM:Qualbuilder forms,
modify the Qualification (3002714000) field by changing the values of individual fields, and then click . Save
For example, open a record in the HPD:HPDSLM:Qualbuilder form in modify mode and change the value of
the Product Categorization Tier 1 field by selecting a value from the field list or by typing in the field. When
you click , the Qualification (3002714000) field is updated. Save
Click . Save
Repeat steps 1 through 4 for each of the five forms listed in the BMC Service Level Management conditions
and qualifications forms table in . Modifying foundation data in related applications
Managing customizations
The Data Management tool is designed to load data into, and to modify data in, an out-of-the-box BMC Remedy
ITSM 8.1 or later product suite. The BMC Remedy ITSM 8.1 product suite includes significant enhancements to the
functionality of the applications and the types of data being stored from the previous version. Despite these
capabilities, you might have customized BMC Remedy ITSM because of various business drivers.
To make sure that the Data Management tool functions correctly in a customized BMC Remedy ITSM application,
you must identify the customizations, analyze the impact, and make the customizations work with the tool.
This section describes the following:
Identifying customizations
Analyzing your customizations for impact on dataload functionality
Making data load work with your customizations
Making the data wizard work with your customizations
Identifying customizations
Use these tips to identify your customizations:
Documentation If your customizations are documented, you can use this information to create a list of the
workflow, fields, and forms that have been added or changed within your application.
Naming conventions Application developers sometimes use a naming convention that identifies
customized workflow. The workflow is then placed within a namespace reserved for this purpose. For
example, if the HPD:HPD-GetPerson active link is modified, it could have been copied to
HPD:CUS-GetPerson, using CUS in the name to indicate that it is customized workflow.
Analyzing your customizations for impact on dataload functionality
After you identify customizations, you must determine their impact on the dataload functionality. The types of
customizations to BMC Remedy ITSM that can impact the functionality of the Data Management tool are as follows:
Custom fields with Required entry mode Whether these fields are new or are modified on existing BMC
Remedy ITSM forms, they impact the data load. You must make sure that these fields are populated with
data. Otherwise, the data load fails.
Fields with Optional entry mode If these fields have custom workflow to enforce data entry when
records are created or updated, they impact the data load. If required, duplicate the custom workflow on the
dataload staging forms to enforce the same constraints. To determine the appropriate staging form, see How
tabs map from spreadsheet to target form.
Custom workflow In most cases, workflow customizations do not impact the Data Management tool.
When data is loaded by the tool, allBMC Remedy ITSM workflow on forms targeted for the load are
bypassed, with the exception of workflow firing from the tool itself. This workflow bypass on target forms is
performed by using filter workflow with goto actions. These filters fire on execution order 0 based on
keywords that are received from the dataload staging forms.
Some custom workflow, however, does impact the dataload function. For example, the workflow might be
triggered on creation of the record on the form to create other child or dependent records elsewhere.
New customized forms In most cases, new forms do not impact the dataload function. If dependencies
are created between a new customized form and dataload target forms, however, you must perform
additional evaluation.
Making data load work with your customizations
This section contains some detailed steps on how to incorporate your customizations into the Data Management
tool.
Adding custom fields to target forms
Staging forms are the load forms where data is loaded and validated. Once the data is validated, the data is pushed
to the target forms.
This section describes how the workflow in the dataload staging forms is structured. Use this information for
customizations of the Data Management tool.
Note
Staging forms have Public-Hidden permission. All fields on staging forms have Public-Write
permission.
Staging form filters
Staging form fields
Dataload staging forms dependencies
Staging form filters
You can customize the following types of filters. These types of filters run on modify and only on records that have
not been promoted:
Filters that run on validation The filters that perform the validations are coded in the 200-299 execution
order range. For fields that must be set for use in validation, the filters with those actions are coded in this
range. Validation filters look at the keyword VALIDATE.
Filters that run on promote The calculation filters that set the fields needed for promotion, and the filters
that perform the actual promotion (push to target forms) are coded in the 700-798 execution order range.
Promotion filters look at keyword LOAD.
Recommendation
You should never have filters that run on Submit or Merge as they have the potential to cause
issues during the Load step.
The following table lists the execution order and filter actions for the staging forms.
Note
Make customizations only in the 200-299 and the 700-798 execution order range.
Execution order and filter actions
Execution order Filter actions
0 Skip to execution order 1001
10 - 13 Related to error handling
200 - 299 Validation
300 Set data load status to Validated
500 If any field data is changed, set data load status to
Unvalidated
700 - 798 Calculation, promotion
799 Set data load status to Promoted
900 Delete record
Staging form fields
Fields on staging forms are grouped into sections:
The first section of the staging form contains fields that provide information about the processing of the
staging form. They include fields for ID, data load status, error flag, error code, and error message. These
fields are not promoted to the target form.
The second section of the staging form contains fields that contain the data being imported. These fields
correspond to the columns of data entered on the staging form. These fields are promoted to the target form.
The third section of the staging form contains fields that are calculated from data in the second section These
fields are read-only; the values are entered only through filter calculations. These fields are promoted to the
target form.
The fourth section of the staging form contains system fields.
Note
Hidden fields, which are not in the view, are used for temporary calculation by workflow.
The following figure shows these sections:
Example of a staging form
Dataload staging forms dependencies
The following tables show the dependencies between the dataload staging forms:
Foundation staging forms
Process Setup staging forms
Transactional staging forms
Foundation staging forms
Parent form Dependent forms
CFG:LoadGenericCatalog CFG:LoadGenericCpyModuleAssoc
CFG:LoadGenericProdSerAssoc CFG:LoadGenericCpyModuleAssoc
CTM:LoadPeopleAttributes
CFG:LoadServiceCatalog CFG:LoadServiceCatalogAssoc
CFG:LoadGenericCpyModuleAssoc
COM:LoadCompany COM:LoadCompanyAlias
CTM:LoadRegion
SIT:LoadSiteGroup
SIT:LoadSiteCompanyAssoc
CTM:LoadPeopleOrganization
CTM:LoadSupportGroup
FIN:LoadConfigCostCentersRep
CTM:LoadPeopleTemplate
CTM:LoadPeople
CTM:LoadPeoplePermissionGroups
PCT:LoadProductCatalog
CFG:LoadServiceCatalogAssoc
CTM:LoadPeople CTM:LoadPeoplePermissionGroups
CTM:LoadSupportGroupAssociation
CTM:LoadSupportGroupFunctionalRole
CTM:LoadPeopleWorkLog
NTE:LoadCFGNotificationEvents
FIN:LoadCostCenterUDAAssoc
CTM:LoadPeopleOrganization CTM:LoadPeopleTemplate
CTM:LoadPeople
CTM:LoadPeopleTemplate CTM:LoadPeopleTemplateSG
CTM:LoadPeopleTemplatePG
CTM:LoadPeopleTemplateSFR
CTM:LoadPeople
FIN:LoadCostCenterUDAAssoc
CTM:LoadPeopleModification
CTM:LoadPeopleTemplatePG CTM:LoadPeoplePermissionGroups
CTM:LoadPeopleTemplateSG CTM:LoadPeopleTemplateSFR
CTM:LoadPostalCodes Not applicable.
CTM:LoadRegion SIT:LoadSiteGroup
CTM:LoadSupportGroup CTM:LoadSupportGroupAlias
CTM:LoadSGPAssignments
CFG:LoadBusinessTimeWorkdays
CFG:LoadBusinessTimeHolidays
CTM:LoadSGPOnCall
CTM:LoadPeopleTemplateSG
CTM:LoadPeopleTemplateSFR
CTM:LoadSupportGroupAssocation
CTM:LoadSupportGroupAssociation CTM:LoadSupportGroupFunctionalRole
FIN:LoadConfigCostCentersRep FIN:LoadCostCenterUDAAssoc
CTM:LoadPeople
NTE:LoadCFGPagerServIceConfig CTM:LoadSGPOnCall
CTM:LoadPeople
PCT:LoadProdModelVersion PCT:LoadModelVersionPatch
PCT:LoadProductCatalog PCT:LoadProductAlias
PCT:LoadProdModelVersion
People People (parent for itself)
PeopleAttribute PeopleAttribute (parent for itself)
SIT:LoadSite SIT:LoadSiteAlias
CTM:LoadPeople
SIT:LoadSiteCompanyAssoc CTM:LoadPeopleTemplate
CTM:LoadPeople
SIT:LoadSiteGroup SIT:LoadSiteCompanyAssoc
Process Setup staging forms
APR:LoadAlternate Not applicable.
APR:LoadApproverLookup Not applicable.
CFG:LoadAssignment Not applicable.
CFG:LoadDecisionTree CFG:LoadDecisionTreeBranch
CFG:LoadScripts CFG:LoadGroupEventMapping
CTM:LoadDecisionTreeBranch
CHG:LoadTemplate CHG:LoadTemplateAssociations
CHG:LoadTemplateSPGAssoc
TMS:LoadAssociationTemplate
HPD:LoadTemplate HPD:LoadTemplateAssociations
HPD:LoadTemplateSPGAssoc
RQC:LoadSummaryDefinition Not applicable.
TMS:LoadAssociationTemplate TMS:LoadFlowTemplate
TMS:LoadAssignmentConfig Not applicable.
TMS:LoadTaskGroupTemplate TMS:LoadAssociationTemplate
TMS:LoadFlowTemplate
TMS:LoadTaskTemplate TMS:LoadAssociationTemplate
Transactional staging forms
APR:LoadSignature CHG:LoadInfrastructureChange
AST:LoadAssetPeople Not applicable.
AST:LoadBMC_BaseRelationship Not applicable.
AST:LoadLicenseCertificates AST:LoadLicenseCertificateProductAssociation
AST:LoadWorkLog Not applicable.
CFG:LoadBroadcast CFG:LoadBroadcastSPGAssoc
CHG:LoadInfrastructureChange CHG:LoadWorkLog
CHG:LoadImpactedAreas
APR:LoadSignature
TMS:LoadTaskGroup
TMS:LoadTask
CFG:LoadReminders
CFG:LoadBroadcast
FIN:LoadCosts
CTR:LoadContractBase CTR:LoadWorkLog
FIN:LoadPayments
FIN:LoadCosts
HPD:LoadHelpDesk HPD:LoadWorkLog
HPD:LoadImpactedAreas
TMS:LoadTaskGroup
TMS:LoadTask
CFG:LoadBroadcast
CFG:LoadReminders
FIN:LoadCosts
PBM:LoadKnownError PBM:LoadKnownErrorWorkLog
TMS:LoadTask
CFG:LoadReminders
FIN:LoadCosts
1.
2.
3.
4.
PBM:LoadProblemInvestigation PBM:LoadInvestigationWorkLog
PBM:LoadImpactedAreas
TMS:LoadTask
CFG:LoadReminders
CFG:LoadBroadcast
FIN:LoadCosts
PBM:LoadSolutionDatabase PBM:LoadSolutionDBAlias
PBM:LoadSolutionWorklog
PBM:LoadSolutionDBAdditionalMappings
TMS:LoadTask
CFG:LoadReminders
FIN:LoadCosts
TMS:LoadTask TMS:LoadTaskGroup
TMS:LoadTaskGroup TMS:LoadTask
TMS:LoadWorkInfo
Adding custom fields to target forms
The following scenario demonstrates the steps to take when a new field is added to a target form and how to
incorporate the field into the Data Management tool.
Tip
To determine the staging form equivalent of the target form into which you are loading data, see
. How tabs map from spreadsheet to target form
In this scenario, a new required character field called , with field ID 536871147, has been created in Employee ID
the CTM:People form. The requirement is to incorporate this new field into the Data Management tool so that the
contents of this field can be loaded at the same time as the other out-of-the-box fields.
Note
Filters for this staging form use the Matching IDs feature when creating data on target forms.
Some forms require an additional step, as described in Modifying workflow to promote custom
. fields
To add the customization
Add the field to the CTM:LoadPeople staging form. Employee ID
Add a new column called Employee ID in the tab of the spreadsheet. CTM_LoadPeople People.xlsx
This spreadsheet can be downloaded from Spreadsheet Management. You can use this column to populate
and load the contents of the custom field at the same time as the other People records.
Update the People transformation using BMC Atrium Integrator. Go to and select the tra File > Open People
nsformation.
4.
a.
b.
c.
d.
e.
5.
a.
b.
c.
d.
e.
f.
g.
1.
2.
3.
4.
5.
Modify the Excel input step:
Double-click on the CTM_LoadPeople Excel input step. In the tab, highlight Files
${DMTATTACHPATH} in the Selected files table and click. Click next to the or directory field and File
select in the directory in which the file is saved. Click so that the files is included in the People.xlsx
Selected files table.
Go to the tab, click and select all the sheets except for Instructions. Sheets Get sheetname(s)
Go to the tab, click . Click when asked whether to clear the Fields Get fields from header row Yes
field list before starting.
Go to the tab, in the Selected files table and replace the path to (including the xlsx Files People.xlsx
file name) with ${DMTATTACHPATH}.
Click to save the Excel input step. OK
Modify the AR output step:
Double-click on the CTM:LoadPeople AR output step and click in the AR Output window. New...
Enter valid connection information and click to verify it. Test
Click . OK
Go to the tab and click . Edit Field Mappings Edit Mapping
Select the Employee ID from the left column and map it to the Employee ID in the right column.
Go back to the tab and re-select the connection to BMC Remedy AR Server. General
Click and select to save the transformation. OK File > Save
This mapping is required for importing the modified spreadsheet into the staging form.
After this procedure, you can load new People records that contain the customized Employee ID column. For some
forms, however, you must first modify the filter on the staging form before you can promote the data. For more
information, see . Modifying workflow to promote custom fields
Modifying workflow to promote custom fields
For most forms, you do not need to modify the workflow for creating data on the target forms. However, you will
have to modify the workflow that updates the data from the staging forms to the target forms. These filters have
defined mappings.
To modify workflow to promote custom fields
Copy the new field from the target form to the staging form.
View the filters on the staging form.
Open the filter that pushes to the target form.
This filter is in the 700-799 range. For example, on the FIN:LoadCostCenterUDAAssoc form, the filter is
called FIN:DCU:CreatCostCenterUDA_750_FIN'!
On the tab, in the fields area, choose the Name and choose . If Action Value > Field
The Name indicates the field name on the target form. Choose to select the field name on the Value > Field
staging form. These two fields might be the same field name.
Save your changes.
Making the data wizard work with your customizations
If you have new forms or if you have added foundation data fields to BMC Remedy ITSM forms, you can modify the
data wizard to work with these customizations.
Data wizard architecture overview
Modifying the data wizard to work with new forms
Modifying the data wizard to work with new fields on BMC Remedy ITSM forms
Data wizard architecture overview
This section provides a high-level overview of the data wizard architecture.
You modify two forms to make the data wizard work with your customizations: DLD:SYS:DataWizardProductStatus
and DLD:SYS:DataWizAction.
In the following figure, the numbers indicate the sequence of steps that occur when you perform a count or
modification from the Data Wizard Console.
High-level architecture overview
The following table describes the forms and plugins included or touched by the data wizard.
Forms and plugins included or touched by the data wizard
Form or plugin Customize? Description
Data Wizard Console
(DLD:DataWizardConsole form)
No Console from which the user runs
the data wizard.
DLD:SYS:DataWizAction form Yes The core of the data wizard. All
filters containing count or update
SQL statements reside on this form.
These filters run in different guides,
based on the action and type of
data. These SQL statements look at
Ttables and Ccolumns.
DLD:SYS:DataWizardProducts form Yes, but only if adding new forms to
be updated by the data wizard
A join of data in the
SHARE:Application_Properties form
and the
form. To make the data wizard work
with new forms you add data to the
form. The
form contains the data displayed in
the Status window when an action
runs. Each record contains the
application ID, data administration
type, and target object. The target
object is the form name displayed by
the Status window. On this form, do
not delete any record installed with
the data wizard.
DLD:SYS:DataWizardAudit form No Contains a record of each count or
update of each form for audit
DLD:SYS:DataWizardStatus form No Updates the Status window to
indicate whether a count or update is
in progress or complete.
Target form Not applicable Counted or updated by the data
wizard.
DLD:Lock form No Prevents the data wizard from
running a count or update while
another count or update is in
progress.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
CAI plugins Not applicable Breaks the workflow from the user
interface, which releases control to
the user.
When the user performs a count or update, the data wizard performs the following steps:
The user completes the information about the Data Wizard Console and clicks . Go
The data wizard uses the DLD:SYS:DataWizAction form to create a new record in the DLD:Lock form.
The DLD:SYS:DataWizAction form pushes to the CAI plugin, which releases console control back to the
user.
The CAI plugin continues to run filter actions on the DLD:SYS:DataWizAction form.
The DLD:SYS:DataWizAction form copies the list of forms from the DLD:SYS:DataWizardProducts form.
The DLD:SYS:DataWizAction form updates the status on the DLD:SYS:DataWizardStatus form to In
progress.
The DLD:SYS:DataWizAction form counts and updates target forms.
The DLD:SYS:DataWizAction form gets the number of records to be updated (only for a count).
For each form that contains one or more fields of the data administration type, the DLD:SYSDataWizAction
form creates a record on the DLD:SYS:DataWizAudit form.
The DLD:SYS:DataWizAction form updates the status on the DLD:SYS:DataWizardStatus form to
Completed.
The DLD:SYSDataWizAction form deletes the record from the DLD:Lock form.
The filter actions in the following table control the data wizard.
Filter actions for the data wizard
Execution order range Filter actions Range to customize
0 - 149 Validation. Check and create a
DLD:Lock record
None
150 Push to CAI plugin None
200 - 499 Perform count 400 - 499
500 - 849 Perform update 700 - 799
850 Related to updating categorizations None
900 Deletes the DLD:Lock record None
Modifying the data wizard to work with new forms
1.
2.
To modify the data wizard to work with a new form, you must:
Add a record to the DLD:SYS:DataWizardProductStatus form to indicate the new form.
Add filters to the DLD:SYS:DataWizAction form to perform all the steps required for both the count and
update actions.
To modify the data wizard to work with new forms
From the Data Wizard Console, select the Add Custom Forms function to open
DLD:SYS:DataWizardProductStatus.
Example of a record in the DLD:SYS:DataWizardProductStatus form
Create a record for each new form and complete the fields, as indicated in the following table.
If a group of forms belongs to the same application and contains fields of the same data type, you can create
a single record for the group of forms. If a form contains multiple fields of different data types, you must
create a record for each data type.
Fields on DLD:SYS:DataWizardProductStatus
Field Description
Application ID Contains the ID of the BMC Remedy ARSystem
application to which the form belongs. This ID is
listed on the SHARE:Application_Properties form.
Data Administration Type The type of data of the field on the form. Select from
the types of data that can be updated, such as
Company Name.
2.
3.
4.
5.
Target Object The name of the form or the name of the group of
forms.
Target Option Description A description of the target object.
Estimated Minute/10000 Updated Not used. Leave this field blank.
Execution Order Use an execution order in the 800-1000 range.
Other values are reserved for BMC.
Instance ID Automatically generated when you save the form.
Level Keyword Leave this field blank.
Level Flag All Leave this field blank.
Create the count action filter on the DLD:SYS:DataWizAction form, as described in Details of the count action
. filter for new forms
Create the modify action filter on the DLD:SYS:DataWizAction form, as described in Details of modify action
. filter for new forms
Details of the count action filter for new forms
The filter runs on Modify. Specify an execution order within the 400-499 range.
The filters' Run If qualification is the following statement: ( 'z1D Action' = "STARTDATAWIZCOUNT" ) AND
( 'DataAdministrationType' = "dataType")
The is the data type of the field, such as Company Name. dataType
In the count filter, create the actions listed in the following table. The actions must run in the specified sequence.
Actions for the count action filter
Sequence Action Field on Filter window Value
1 Set Fields Server Name CURRENT TRANSACTION
Read Value for Field From CURRENT TRANSACTION
Name z1D_TargetObject (name of
the form that becomes the
value specified in Value,
which follows)
Value formName where formName
is the name of the new form
or new group of forms that
you specified on
DLD:SYS:DataWizardProdu
ctStatus. (in the Name
preceding row) is set to the
value specified here. For
example, z1D_FormName in
the row above would be set
to the value formName
specified here.
2 Call Guide Not applicable DLD:DAT:SetStatusInProgre
ss
3 Set Fields Server Name serverName
Read Value for Field From SQL
SQL Command SELECT schemaId FROM
arschema WHERE name =
'formName'
Name z1D_FormName (name of
value specified in Value)
Value formName which specifies
the value to which Name (in
the proceeding row) is set.
For example,
z1D_FormName in the row
above would be set to the fo
value specified rmName
here.
Name z1D_schemaID (name of the
field that becomes the value
specified in Value, which
follows)
Value "T" + $1$, which specifies
the preceding row) is set.
For example,
z1D_schemaID in the row
above would be set to "T" +
$1$.
SQL Command SELECT COUNT(C1) FROM
$z1D_schemaID$ WHERE
C newFieldIDCustom =
'$ targetFieldName$'
Notes:
The exact SELECT
SQL command
depends on the
number of fields of
the same date type
on the form.
newFieldIDCustom is
the customized new
field and not the new
value field from the
console.
Name z1D_RecordCount01 (name
of the field that becomes the
which follows)
Value $1$ , which specifies the
value to which Name (in the
preceding row) is set. For
example, z1D_schemaID in
to $1$.
5 Call Guide Not applicable DLD:DAT:Count_PushToAu
dit
Note: If the target object is a group of forms, for each form, repeat the actions from sequence 3 through 5, before
you continue with sequence 6.
6 Call Guide Not applicable DLD:DAT:SetStatusComplet
e
Details of modify action filter for new forms
The filter runs on Modify. Specify an execution order within the 700-799 range.
The filter's Run If qualification is the following statement: ( 'z1D Action' = "STARTDATAWIZUPDATE" ) AND
( 'DataAdministrationType' = "dataType")
The placeholder refers to the data type of the field, such as Company Name. dataType
Note
In the following table, refers to the customized new field and not the new newFieldIDCustom
value field from the console.
In the count filter, create the actions listed in the following table. The actions must run in the specified sequence.
Actions for the update action filter
Sequence Action Field on Filter window Value
1 Set Fields Server Name CURRENT TRANSACTION
Read Value for Field From CURRENT TRANSACTION
Name z1D_TargetObject (name of
which follows)
Value formName, where formNam
is the name of the new e
form or name of the new
group of forms that you
specified on
DLD:SYS:DataWizardProdu
ctStatus
2 Call Guide Not applicable DLD:DAT:SetStatusInProgre
ss
SQL Command SELECT schemaId FROM
arschema WHERE name =
' ' formName
Name z1D_FormName (name of
value specified in Value)
Value formName, which specifies
For example,
z1D_FormName in the row
above would be set to the fo
value specified rmName
here.
Name z1D_schemaID (name of the
field that becomes the value
specified in Value, which
follows)
Value "T" + $1$ , which specifies
For example,
z1D_schemaID in the row
above would be set to "T" +
$1$.
4 Direct SQL Server Name serverName
SQL Command UPDATE $z1D_schemaID$
SET C newFieldIDCusto
m = '$ newFieldNameFro
mConsole$' WHERE C ne
wFieldIDCustom = '$ ta
rgetFieldNameFromCons
ole$'
Note: The exact UPDATE
SQL command depends on
the number of fields of the
same data type on the form.
SQL Command SELECT COUNT(C1) FROM
$z1D_schemaID$ WHERE
1.
2.
C newFieldIDCustom =
'$ newFieldNameFromCo
nsole$'
Note: The exact SELECT
SQL command depends on
the number of fields of the
same date type on the form.
Name z1D_RecordCount02 (name
of the field that becomes the
which follows)
Value $1$ , which specifies the
value to which Name (in the
preceding row) is set. For
example, z1D_schemaID in
to $1$.
6 Call Guide Not applicable DLD:DAT:Update_PushToA
udit
Note: If the target object is a group of forms, for each form, repeat the actions from sequence 3 through 6, before
you continue with sequence 7.
7 Call Guide Not applicable DLD:DAT:SetStatusComplet
e
Modifying the data wizard to work with new fields on BMC Remedy ITSM forms
To modify the data wizard to work with new fields on BMC Remedy ITSM forms, you must modify filters on the
DLD:SYS:DataWizAction form. Perform the following procedure for each new field on BMC Remedy ITSM forms.
Note
Throughout this documentation, refers to the customized new field and not newFieldIDCustom
the new value field from the console.
Field names of target and new value fields from the Data Wizard Console
Examples of SQL statements for data administration types
To modify the data wizard to work with new fields on BMC Remedy ITSM forms
Search for the filter on the DLD:SYS:DataWizAction form that contains the count action for the form that
contains the new field.
Use the following information to find the appropriate filter:
Count filters created by BMC are in the execution order 200-399 range.
Count Filters created by BMC follow a naming convention. They start with either DLD:DAT:dataAdmin
_Count or INT: :DAT: _Count. For example, the count istrationType Application dataAdministrationType
2.
3.
4.
5.
6.
filter for the field on the HPD:HelpDesk form is named Company Name
INT:FNDHPD:DAT:CompanyLargeForms_Count_Q.
Forms that are included in a filter are sometimes listed in the tab of the filter. Help Text
In the Set Field action that performs the count action, modify the SQL statement to include the new field.
The following SQL statement is an example for counting the field: Company
SELECT COUNT(C1) FROM $z1D_schemaID$ WHERE C1000000001 = '$Company$' OR
<C_newFieldIDCustom> = '$Company$'
For additional examples of SQL statements, see . Examples of SQL statements for data administration types
Search for the filter on the DLD:SYS:DataWizAction form that contains the update action for the form that
contains the new field.
Update filters created by BMC are in the execution order 500-699 range.
Update Filters created by BMC follow a naming convention. They start with either DLD:DAT:dataAdmi
_Update or INT: :DAT: _Update. For example, the nistrationType Application dataAdministrationType
update filter for the field on the HPD:HelpDesk form is named Company Name
INT:FNDHPD:DAT:CompanyLargeForms_Update_Q`!.
Forms that are included in a filter are sometimes listed in the tab of the filter. Help Text
In the Set Field action that performs the update action, modify the SQL statement to include the new field.
The following SQL statement is a simple example for updating the field: Company
UPDATE $z1D_schemaID$ SET C1000000001 = '$Company_NewVal$',
<C_newFieldIDCustom> = '$Company_NewVal$' WHERE C1000000001 = '$Company$' OR
<C_newFieldIDCustom> = '$Company$'
The following SQL statement is an example for updating the field with a CASE statement. When Company
two or more fields are updated on a form, CASE statements are used to improve performance.
UPDATE $z1D_schemaID$ SET
C1000000001 = case C1000000001 when '$Company$' then '$Company_NewVal$' else
C1000000001 end,
C1000003965 = case C1000003965 when '$Company$' then '$Company_NewVal$' else
C1000003965 end,
<C_newFieldIDCustom> = case <C_newFieldIDCustom> when '$Company$' then
'$Company_NewVal$' else <C_newFieldIDCustom> end,
WHERE (C1000000001 = '$Company$' OR C1000003965 = '$Company$' OR
<C_newFieldIDCustom> = '$Company$')
A Set Field action after the update action performs a count. Modify the SQL statement in this action to
include the new field.
The following SQL statement is an example for counting the field after the update action: Company
SELECT COUNT(C1) FROM $z1D_schemaID$ WHERE C1000000001 = '$Company_NewVal$' OR
<C_newFieldIDCustom> = '$Company_NewVal$'
Field names of target and new value fields from the Data Wizard Console
When you modify an SQL statement, use the following tables to look up the target value database field name and
new value database field name for use in the SQL statement:
Company
Person name
Login ID
Product model and version
Site name
Site information
Support group
Company
The Fields IDs for the company target and new value fields table shows the values for a data administration type of
Company.
Field IDs for the Company target and new value fields
Target value database
field name
Target value field ID New value database field
name
New value field ID
Company 1000000001 Company_NewVal 303215800
Person name
This section shows the values for a data administration type of Person Name.
Field IDs for the Person Name target and new value fields
field name
name
New value field ID
Company_PersonName
This field is required Note:
to perform a count or
update. The
Company_PersonName
field, however, is not
updated.
303216100 Not applicable Not applicable
FirstName_OriVal 303216800 FirstName_NewVal 303217400
MiddleName_OriVal 303216700 MiddleName_NewVal 303217300
LastName_OriVal 303216600 LastName_NewVal 303217200
PersonID
update. The PersonID
field, however, is not
updated.
LoginID_PersonName 301921200 Not applicable Not applicable
Login ID
This section lists the values for a data administration type of Login ID.
Field IDs for the Login ID target and new value fields
field name
name
New value field ID
LoginID_OriVal 303219700 LoginID_NewVal 303219800
This section lists the values for a data administration type of Generic Categorization.
Field IDs for the Generic Categorization target and new value fields
field name
name
New value field ID
Category Type
update. The Category
Type field, however, is not
updated.
Tier 1
1000000744 GenericCatTier1_NewVal 303221200
Tier 2
Tier 3
This section lists the values for a data administration type of Operational Categorization.
Field IDs for the Organization Categorization target and new value fields
field name
name
New value field ID
Categorization Tier 1 1000000063 OperationalCatTier1_New
Val
303228300
Val
303228400
Val
303228500
This section shows the values for a data administration type of Product Categorization.
Field IDs for the Product Categorization target and new value fields
field name
name
New value field ID
CI Type
This field is used as Note:
part of search criteria. The
CI Type field, however, is
neither counted nor
updated.
Tier 1
200000003 ProductCatTier1_NewVal 303229400
Tier 2
Tier 3
Product Name 240001002 ProductName_NewVal 303229700
Manufacturer 240001003 Manufacturer_NewVal 303229800
Product model and version
This section shows the values for a data administration type of Product Model/Version.
Field IDs for the Product Model/Version target and new value fields
field name
name
New value field ID
ProductCatTier1_MV
update. The
ProductCatTier1_MV field,
however, is not updated.
ProductCatTier2_MV 303231100 Not applicable Not applicable
ProductCatTier3_MV 303231200 Not applicable Not applicable
ProductName_MV 303231400 Not applicable Not applicable
Manufacturer_MV 303231500 Not applicable Not applicable
Product Model/Version 240001005 ProductMV_NewVal 303221400
Site name
This section shows the values for a data administration type of Site Name.
Field IDs for the Site Name target and new value fields
field name
name
New value field ID
Site 260000001 Site_NewVal 303232800
Site information
This section shows the values for a data administration type of Site Information.
Field IDs for the Site Information target and new value fields
field name
name
New value field ID
SiteName_SiteInfo
update. The
SiteName_SiteInfo field,
however, is not updated.
Not applicable Not applicable Street_NewVal 303234000
Not applicable Not applicable Country_NewVal 303234100
Not applicable Not applicable StateProvince_NewVal 303234200
Not applicable Not applicable City_NewVal 303234300
Not applicable Not applicable ZipPostalCode_NewVal 303234400
Not applicable Not applicable TimeZone_NewVal 303235000
Support group
This section shows the values for a data administration type of Support Group.
Field IDs for the Support Group target and new value fields
field name
name
New value field ID
SupportCompany_SGP
This field is used as Note:
part of search criteria. The
SupportCompany_SGP
field, however, is neither
counted nor updated.
Support Organization 1000000014 SupportOrganization_New
Val
303235900
Support Group Name 1000000015 SupportGroupName_New
Val
303236000
Examples of SQL statements for data administration types
When you modify an SQL statement, look up the example SQL statement for the applicable data administration type
in the following sections:
Company
Person name
Login ID
Produce model and version
Site name
Site information
Support group
Company
The following example is for the count action:
Form CTM:People
Filter DLD:DAT:CompanyCTMLargeForms_Count_Q
SQL statement SELECT COUNT(C1) FROM $z1D_schemaID$ WHERE C1000000001 =
'$Company$'
The following example is for the update action:
Form CTM:People
Filter DLD:DAT:CompanyCTMLargeForms_Update`!_Q
SQL statement UPDATE $z1D_schemaID$ SET C1000000001 = '$Company_NewVal$' WHERE
C1000000001 = '$Company$'
Person name
You must use either the person ID or login ID to count or update the person name. This ID is used in the WHERE
clause of the SQL statement.
The following example is for the count action when the full name is on the form:
Form CTM:Support Group Association
Filter DLD:DAT:PersonNameLargeForms_Count_Q
'$PersonID$'
The following example is for the update action when the full name is on the form:
Form CTM:Support Group Association
Filter DLD:DAT:PersonNameLargeForms_Update`!_Q
SQL statement UPDATE $z1D_schemaID$ SET C1000000017 = '$FullName_NewVal$' WHERE
C1000000080 = '$PersonID$'
The following example is for the count action when the full name, first name, and last name are on the form:
Form APR:Approver Lookup
Filter DLD:DAT:PersonNameWithLoginIDOther_Count_Q
'$PersonID$'
The following example is for the update action when the full name, first name, and last name are on the form:
Form APR:Approver Lookup
Filter DLD:DAT:PersonNameWithLoginIDOther_Count`!_Q
SQL statement:
C1000000637 = CASE WHEN (C1000000080 = '$PersonID$') THEN '$FullName_NewVal$'
ELSE C1000000637 END,
C1000000369 = CASE WHEN (C1000000080 = '$PersonID$') THEN '$FirstName_NewVal$'
ELSE C1000000369 END,
C1000000367 = CASE WHEN (C1000000080 = '$PersonID$') THEN '$LastName_NewVal$'
ELSE C1000000367 END
WHERE (C1000000080 = '$PersonID$')
Login ID
Form CTM:People WorkLog
Filter DLD:DAT:LoginIDCTM2_Count_Q
SQL statement SELECT COUNT(C1) FROM $z1D_schemaID$ WHERE C2 = '$LoginID_OriVal$'
OR C5 = '$LoginID_OriVal$' OR C1000000159 = '$LoginID_OriVal$'
Form ---CTM:People WorkLog
Filter DLD:DAT:LoginIDCTM2_Count`!_Q
SQL statement:
C2 = CASE C2 WHEN '$LoginID_OriVal$' THEN '$LoginID_NewVal$' ELSE C2 END,
C1000000159 = CASE C1000000159 WHEN '$LoginID_OriVal$' THEN '$LoginID_NewVal$'
ELSE C1000000159 END,
C5 = CASE C5 WHEN '$LoginID_OriVal$' THEN '$LoginID_NewVal$' ELSE C5 END
WHERE (C2 = '$LoginID_OriVal$' OR C1000000159 = '$LoginID_OriVal$' OR C5 =
'$LoginID_OriVal$')
To count or update categorizations, you need a filter for each level of categorization on the form. Whether a filter
runs depends on which tiers the user specifies on the Data Wizard Console with new values.
For example, if Tier 1, 2, and 3 are on the form, then three separate filters are needed to perform the action. One
filter contains the SQL statement to count or update for all three tiers. Another filter will act on the first two tiers.
Another filter acts on just the first tier. On the Data Wizard Console, if the user specifies all three tiers with new
values, all three filters run. If the user specifies a new values for only Tier 1, only the filter containing Tier 1 runs.
If only Tier 1 and 2 are on the form, you need only two filters.
Category type is used in the SQL statements. If the category type is always the same for categorization, omit this
field from the SQL statement. Otherwise, hard code the value in the SQL statement.
The following example is for the count action when all three tiers are on the form:
Form CFG:GenericProdServiceAssoc
Filter DLD:DAT:GenCatTier3LargeForms_Count_Q
SQL statement:
SELECT COUNT(C1) FROM $z1D_schemaID$ WHERE
C1000000744 = '$Generic Categorization Tier 1$' AND C1000000745
= '$Generic Categorization Tier 2$' AND C1000000746 = '$Generic
Categorization Tier 3$' AND C1000002257 = '$Category Type$'
The following example is for the update action when all three tiers are on the form:
Filter DLD:DAT:GenCatTier3LargeForms_Update`!_Q
SQL statement:
UPDATE $z1D_schemaID$ SET C1000000744 =
'$GenericCatTier1_NewVal$', C1000000745 =
'$GenericCatTier3_NewVal$' WHERE C1000000744 =
'$Generic Categorization Tier 1$' AND C1000000745 =
'$Generic Categorization Tier 3$' AND C1000002257 = '$Category Type$'
The following example is for the count action when the first two tiers are on the form:
Filter DLD:DAT:GenCatTier2LargeForms_Count_Q
SQL statement:
C1000000744 = '$Generic Categorization Tier 1$' AND C1000000745 =
The following example is for the update action when the first two tiers are on the form:
Filter DLD:DAT:GenCatTier2LargeForms_Update`!_Q
SQL statement:
'$GenericCatTier2_NewVal$' WHERE C1000000744 =
Like generic categorization, operational categorization has multiple tiers of categorization that require multiple filters.
The following example is for the count action when two tiers are on the form:
Filter DLD:DAT:OperCatTier2LargeForms_Count_Q
'$Categorization Tier 1$' AND C1000000064 = '$Categorization Tier 2$'
The following example is for the update action when two tiers are on the form:
Filter DLD:DAT:OperCatTier2LargeForms_Update`!_Q
SQL statement UPDATE $z1D_schemaID$ SET C1000000063 =
'$OperationalCatTier1_NewVal$', C1000000064 = '$OperationalCatTier2_NewVal$'
WHERE C1000000063 = '$Categorization Tier 1$' AND C1000000064 = '$Categorization
Tier 2$'
The following example is for the count action for tier 1:
Filter DLD:DAT:OperCatTier1LargeForms_Count_Q
'$Categorization Tier 1$'
The following example is for the update action for tier 1:
Filter DLD:DAT:OperCatTier1LargeForms_Update`!_Q
'$OperationalCatTier1_NewVal$' WHERE C1000000063 = '$Categorization Tier 1$'
Like generic categorization, product categorization has multiple tiers of categorization that require multiple filters.
The following example is for the count action for all three tiers:
Form CFG:Group Event Mapping
Filter DAT:ProdCatAllTiersOther1_Count_Q
SQL statement:
(C200000003 = '$Product Categorization Tier 1$' AND C200000004 =
'$Product Categorization Tier 2$' AND C200000005 =
'$Product Categorization Tier 3$' AND C240001002 = '$Product Name$' AND
C240001003 = '$Manufacturer$')
The following example is for the update action for all three tiers:
Filter DLD:DAT:ProdCatAllTiersOther4_Update`!_Q
SQL statement:
'$ProductCatTier1_NewVal$', C200000004 =
'$ProductCatTier2_NewVal$', C200000005 =
'$ProductCatTier3_NewVal$', C240001002 = '$ProductName_NewVal$',
C240001003 = '$Manufacturer_NewVal$' WHERE C200000003 = '$Product
Categorization Tier 1$' AND C200000004 = '$Product Categorization Tier 2$'
AND C200000005 = '$Product Categorization Tier 3$' AND
C240001002 = '$Product Name$' AND C240001003 = '$Manufacturer$'
Produce model and version
The , , and fields are referenced in the WHERE clause of the Product Name Manufacturer Product Model/Version
SQL statement.
Filter DLD:DAT:ProdMVOther_Count_Q
SQL statement SELECT COUNT(C1) FROM $z1D_schemaID$ WHERE (C240001002 =
'$ProductName_MV$' AND C240001003 = '$Manufacturer_MV$' AND C240001005 =
'$Product Model/Version$')
Filter DLD:DAT:ProdMVPCTCFG_Update`!_Q
SQL statement UPDATE $z1D_schemaID$ SET C240001005 = '$ProductMV_NewVal$' WHERE
C240001002 = '$ProductName_MV$' AND C240001003 = '$Manufacturer_MV$' AND
C240001005 = '$Product Model/Version$'
Site name
Form CTM:People Template
Filter DLD:DAT:SiteOther_Count_Q
SQL statement SELECT COUNT(C1) FROM $z1D_schemaID$ WHERE C260000001 = '$Site$'
Form CTM:People Template
Filter DLD:DAT:SiteOther_Update`!_Q
SQL statement UPDATE $z1D_schemaID$ SET C260000001 = '$Site_NewVal$' WHERE
C260000001 = '$Site$'
Site information
The field is referenced in the WHERE clause of the SQL statement Site Name
Form SIT:Site
Filter DLD:DAT:SiteInfoLargeForms_Count_Q
'$SiteName_SiteInfo$'
Form SIT:Site
Filter DLD:DAT:SiteInfoLargeForms_Update`!_Q
SQL statement:
'$City_NewVal$', C1000000002 = '$Country_NewVal$', C1000000037 =
'$Street_NewVal$', C1000000003 = '$StateProvince_NewVal$',
C1000000039 = '$ZipPostalCode_NewVal$', C1000000541 =
'$TimeZone_NewVal$' WHERE C260000001 = '$SiteName_SiteInfo$'
Support group
To count or update the support group, you might need multiple filters, depending on the number of levels on the
form. Whether a filter runs depends on which tiers the user selects on the Data Wizard Console.
For example, if Support Organization and Support Group are on the form, then you need two filters to perform the
action. One filter will have the SQL statements to count and update for Support Organization and Support Group;
the other filter acts on only the Support Organization. If all tiers are filled in for the new value on the console, both
filters run. If only Support Organization is filled in, only the filter containing Support Organization runs.
The following example is for the count action for both the and fields: Support Organization Support Group
Form CTM:People Permission Groups
Filter DLD:DAT:SGPAllLargeForms_Count_Q
'$SupportCompany_SGP$' AND C301363000 = '$Support Organization$' AND C301363100
= '$Support Group Name$'
The following example is for the update action for both the and fields: Support Organization Support Group
Filter DLD:DAT:SGPAllLargeForms_Update`!_Q
SQL statement:
'$SupportOrganization_NewVal$', C301363100 =
'$SupportGroupName_NewVal$' WHERE C1000000001 =
'$SupportCompany_SGP$' AND C301363000 =
'$Support Organization$' AND C301363100 = '$Support Group Name$'
The following example is for the count action for the field only: Support Group
Filter DLD:DAT:SGPOrgLargeForms_Count_Q
'$SupportCompany_SGP$' AND C301363000 = '$Support Organization$'
The following example is for the update action for the field only: Support Group
Filter DLD:DAT:SGPOrgLargeForms_Update`!_Q
'$SupportOrganization_NewVal$' WHERE C1000000001 = '$SupportCompany_SGP$' AND C30
1363000 = '$Support Organization$'
Exclusions from Data Management
This topic lists areas excluded from the Data Management tool.
Exclusions from data load
The following foundation forms are excluded from bulk load data management:
CFG:Geography City
CFG:Geography Country
CFG:Geography Stat/Province
These foundation geography forms are excluded because BMC Remedy ITSM provides extensive data for all these
forms with installation of the applications. To import additional data, import the records directly into these forms
using BMC Remedy Data Import. For information about using BMC Remedy Data Import, see the BMC Remedy
Data Import help.
Exclusions from the data wizard
Some fields on specified forms are excluded from the data wizard for one of the following reasons:
The field on the specified form is shorter than the field elsewhere in the application.
The field on the form is not uniquely identified.
You can manually update any of these fields, as required. If the field is shorter than required, however, you must
increase the field length.
The following table lists fields not updated by the data wizard, because the field on the form is shorter than required.
BMC Remedy ITSM fields not updated by the data wizard
Form or forms Field or fields Contains Current length Required length
BMC.AM:BMC_In
ventoryStorage_
AST:InventoryStor
age
Owner
zFullName
zLoginName
Person's full name
Person's full name
(duplicate of
Owner)
Login ID
50
128
30
128
128
254
CTM:Login ID Created By LoginID 40 254
The following table lists fields not updated by the data wizard, because the field on the form is not uniquely
identified. For example, a person's name is listed on the form, but not the Person ID or Login ID.
Fields that are not uniquely identified
Form or forms Fields containing
CHG:CCMSavedSearch-CRCI
CHG:CCMSavedSearch-ImpLoc
CHG:CCMSavedSearch-ServiceCI
Support group
AST:ConfigNotification
AST:Notifications
Product Model/Version
1.
AST:Install_ASI
BMC.CORE:BMC_BaseElement
CHG:CCMSavedSearch
CHG:CCMSavedSearch-CRCI
CHG:CCMSavedSearch-ImpLoc
CHG:CCMSavedSearch-ServiceCI
CHG:CHGSLM:Qualbuilder
CTR:ContractBase
HPD:IncidentInterface_Create (Direct Contact fields)
PBM:ProblemInterface_Create
SRM:Request (AppRequestAssignee)
SRM:RequestInterface_Create
(AppRequestAssignee)
TMS:Flow
TMS:TaskGroup
TMS:TaskGroupTemplate
A person's name
You can selectively import and export process templates to and from XML files. This enables you to easily migrate
process templates between servers. This section describes the processes for exporting and importing BMC Remedy
ITSM Process Designer templates.
Exporting process templates
Importing process templates
Importing XPDL files
Exporting process templates
Perform the following steps to export one or more process templates.
On the toolbar, click to open the dialog box. File > Export Select Processes to Export
1.
2.
3.
4.
5.
1.
2.
3.
Select the process templates that you want to export. Click to export all existing process Select All
templates.
Click . OK
Specify the name and location of the export file in the dialog box. Save As
Click . Save
Importing process templates
Perform the following steps to import one or more process templates.
On the toolbar, click . File > Import
Navigate to and select the import file in the dialog box. Open
Click . After the import file is read, the dialog box appears, with a list of Open Select Process to Import
process templates that you can import.
3.
4. Select the process templates that you want to import. Click to import all of the available process Select All
templates.
Note
If a process template already exists with the same version number, select Import as new
to import a new version of the process template. For an existing process which is Version
in the Live or Suspended status
Select to replace the current live version, Replace
Select to import a new version of the process template with the Import as In Test
In Test status.
4.
5. Select a company or group (ITSM or non-ITSM) to assign the selected process templates to. The number of
available companies and groups that are displayed in the two lists depends upon your access permissions.
You can specify a company (except for the standalone version) for each individual process template, or you
can specify a global assignee. If you specify a global assignee as well as individual assignees, the global
setting takes priority over individual settings.
Note
Do not specify a global assignee if you want to specify one individually for each process
template. Make sure that the field is clear.
Importing XPDL files
The XML Process Definition Language (XPDL) file format enables you to transfer business processes between
process modeling tools. If you are currently using a tool that is capable of exporting to the XPDL format, you can
then import these files into BMC Remedy ITSM Process Designer, and execute them like any other process that you
modeled using BMC Remedy ITSM Process Designer.
BMC Remedy ITSM Process Designer supports the following XPDL features:
Workflow Processes
Activities
Transitions (including conditions)
Data Fields
Data Types such as strings, floats, integers, date and time values, and Boolean and enumeration values
1.
2.
3.
To import from an XPDL file
On the toolbar, click . File > Import
Navigate to and select the XPDL import file in the dialog box. Open
BMC Remedy ITSM Process Designer reads the file's contents for package and workflow process data, and
displays the results in the dialog box. Import XPDL
Click . OK
Other administering tasks
The following topics provide information about other administering tasks:
Related topic
Developing
This section provides information for developers.
Customization designs
Customizing BMC Service Management Process Model
Customizing BMC Remedy OnDemand and BMC Remedy ITSM
Developing integrations
Extending the Overview console
Customization designs
This section describes different design approaches that you can use to extend code in the on-premise and BMC
Remedy OnDemand environments.
Recommendation
Before you consider making customizations, ensure that you are making maximum use of the co
already provided by BMC Remedy ITSM applications. nfiguration capabilities
You should be familiar with the following information when you are designing customizations:
Extensibility
Code reuse
BMC Remedy AR System platform leverage
Server and client performance
Internationalization support
Business logic objects
User interface objects
Message IDs
Flashboards data
Reports data
Naming applications
Workflow coding style
Recommendation
When you name BMC Remedy ITSM objects, do not include spaces in the names. Workflow
object names that have spaces must be enclosed in double quotation marks if used within an
application command or process. To avoid potential problems, avoid using spaces in names.
Avoiding latency issues by using service calls
When you are making customizations, ensure that your changes do not affect the overall response time of clients
that are interacting with the system. Any workflow on a client that gathers information should pull that data from the
server in the least number of calls possible. If your workflow is designed to make multiple calls from the BMC
Remedy Mid Tier to the BMC Remedy AR System server, and back, response time issues might occur due to the
latency.
To reduce the number of calls to the BMC Remedy AR System server, you can use BMC Remedy AR System
server . In a service call, the active link workflow makes a single call to the BMC Remedy AR System service calls
server. That single call causes a form to start a filter workflow that gathers the necessary information and pulls it
back to the client.
Extensibility
Applications should be designed so that they can be extended to include new functionality. Such a design usually
means implementing functionality on a modular level and with extension hooks. If one module is enhanced, others
can leverage the new extensions with minimal effort. Using extension hooks enables you to add functionality without
breaking the implementation.
You can define the areas where you will make most of your customizations. Create a filter guide, or active link guide,
where you can put your own customized workflow that automatically starts in the context of a particular action. Doing
so defines a known interface where you can make changes, and provides an interface for adding new functionality in
future releases. For more information about guides, see . Business logic objects
You can also design applications so that they are more data driven. If there are areas where changing data lets a
function perform in multiple different ways, then the functionality should be implemented that way. An example is
auto-assignment. By entering in data, the auto-assignment functionality can run using different load-balancing
methods.
Extensibility assessment
When assessing extensibility, BMC suggests that you ask the following questions:
Will a function be extended to perform new tasks in future releases?
Can you configure this function to perform in multiple different ways with the data, rather than having to
change the workflow?
How many temporary (display-only) fields does this function require?
Is this functionality implemented the same way on the client and the server?
Code reuse
Using BMC Remedy AR System, you can build a set of operations once and then reuse the workflow workflow
across multiple forms. From an application standpoint, it is important that you build your workflow so that it can be
shared by multiple modules and applications. To accomplish this, the workflow must use field IDs that are unique
across all forms.
If the workflow can be called at different times, it should be encapsulated in a filter or active link guide so that the
base code can be shared and specific code can be used to call the workflow (this makes the workflow more
function-oriented). Building code in this manner makes the footprint of the application smaller because a smaller
number of and exist in the application. Also, this approach makes the code easier to maintain active links filters
because changes can be made in one place rather than in multiple places. For more information about guides, see
. Business logic objects
Reuse assessment
When assessing your reuse, BMC suggests that you ask the following questions:
Can this function exist in other forms or other applications?
Are the fields used in this function unique across forms?
Are the fields registered?
Does the naming convention of the workflow indicate that it is shared (if it is a shared piece of code)?
Is the workflow encapsulated in a guide so that it is easier to see the functionality grouping?
BMC Remedy AR System platform leverage
To reduce customization effort and increase value, your design should leverage the functionality provided by the
BMC Remedy AR System platform. Applications should be designed to work out of the box, without customization,
and with the following features:
Distributed Server Option (DSO) Ensure that all form interdependencies are well documented so that it is
possible to construct DSO mapping files to support applications distributed across servers. The design
should support these files. Ensuring that is populated with a unique ID will assist in identifying Field 179
similar records across multiple servers.
Row Level Access should be present on most application forms to plan for row-level access Field 112
support.
Public Access ( ) The application design should plan for external-facing Locked Submitter Mode
applications that will have nonlicensed users accessing them. By ensuring that the field is Submitter Mode
set to , the design should enable users to modify their own requests even if they do not have a write Locked
license
Localization should be present on forms that store localized data. See the section for Field 160 118N
details.
Email Engine Use the for all inbound and outbound email processing. This BMC Remedy Email Engine
access and support should be designed into the application.
Reporting Interface If possible, place reports in the BMC Remedy AR System report form and interface.
Related topic
Reserved fields in access control
Server and client performance
The server performance information is this topic focuses on the following areas:
Indexes
Queries
Data storage
For client performance recommendations, see . This topic also includes Client performance General performance
. tips
Indexes
Forms in the applications should be properly indexed. The fields that are queried the most should be indexed. The
number of indexes on a form, however, should be limited. For example, indexing five or fewer fields is usually best,
but indexing seven is acceptable. Also, fields that have many modifications should not necessarily be indexed.
Index assessment
When you are assessing your indexes, BMC suggests that you ask the following questions:
Are the fields that are queried against most often indexed?
Are there too many indexes on a form?
Are the fields that are being indexed modified often?
How many API calls are generated when the function is used or called?
Queries
In a query, indexed fields should always be evaluated first evaluated, followed by any nonindexed fields. Also, avoid
LIKE qualifications that are formatted as %Field% because this forces a full table scan. An exception is including
such a qualification after an indexed search to reduce the result set.
Know how many queries are being performed during any operation. The number of queries performed during an
operation multiples when load is put on the system, resulting in degraded performance.
Client-side queries add a load to the application because they are performed over the network. If you can
consolidate these queries, or perform them on the server, you reduce the number of queries and server calls.
Avoid setting the Query-by-Example (QBE) options on fields to , which results in a full table scan if those Anywhere
fields are the only ones being queried. The preferred QBE option on fields is either or . is Equal Leading Anywhere
used only for selective fields; for example, the field ( ) from BMC Remedy Approval Server. Approvers Field 13207
For more information, see the QBE Match field property description in . Field Properties
As part of the development process, you run the BMC Remedy Developer Studio Analyzer to find any obvious
issues that need to be fixed. Run Analyzer during the entire development phase of the project to ensure that issues
are being resolved. Do not leave this task to the end of the development phase. For more information, see Using
. Analyzer to find problems in your applications
Query assessment
When you are assessing your queries, BMC suggests that you ask the following questions:
Can the query be done in a filter (which executes on the BMC Remedy AR System server) rather than the
client?
Can multiple queries be consolidated into a single query?
Can the data be stored rather than queried for?
Has the BMC Remedy Developer Studio Analyzer been run and the flagged objects reviewed?
Has the QBE option for character field been set to or ? Equal Leading
Data storage
Consider whether data should be stored in a single form and or in separate forms. Data that is clearly not part of a
component should have its details stored in a separate form. For example, the detailed information about a person
should be stored in a separate person form. You can, however, store specific data about that person in an
application form. For example, to make queries and permissions work, you should store the logon name of the
person in a help desk ticket rather than querying for it each time the ticket is displayed.
If the data is stored in separate forms, consider how the data should be referenced. If there is a many-many type
relationship between data, use an association type table. However if there is a 1-1, 1-many, or many-1 relationship,
store the link as a foreign key. There are exceptions to this rule depending on the needs of the application.
To avoid an performance impact, keep character fields under 255 characters in length.
Data storage assessment
When you are assessing data storage, BMC suggests that you ask the following questions:
Where should data be stored and which component does it belong to?
How is the data referenced and should an association table or foreign key be used?
How many fields are over 255 characters and do they need to be?
Client performance
This section provides BMC recommendations to assist you in designing for client performance.
Efficient server access
Monitor the number of API calls made to perform the most common operations. If excessive calls are made,
performance for a single user might be fine, but multiple concurrent users could overwhelm the server. Enable
client-side API and active link logging, specifying both to the same log file, capture the operation, and see how many
API calls are being made. Verify if they are all required or if some could be consolidated, thus reducing the API calls
from the client to the server.
Optimized window open actions
Ensure that actions are performed only in the appropriate place when a new window is opened. Look for actions that
execute on both window open and load operations. Try to reduce the number of window open and load operations
because they appear to make the application slow. Changing the characteristics of a field (for example, visible,
hidden, enabled, disabled) is an expensive operation in browsers. Design the application so that the initial state of
the fields is the state that is most common for the initial opening of the window, and use change field actions in
active links only when it is necessary. The preferred initial state of such fields is hidden, which allows the window to
load quicker. If workflow then makes the field visible, the visual affect to the end user is more seamless.
Reduced the number of fields on forms
Large numbers of fields, and especially table fields, reduce the client's load time, especially on the web.
Limit the number of table fields and manage new additional fields with careful consideration for performance.
Refresh table fields only when necessary. Refreshing a table field if a user is not viewing it affects performance
because it requires a query to the database and information flowing back. Table fields should be refreshed only if
the page holder they are on is set in focus.
Remove fields from the views wherever possible to reduce the web footprint. BMC Remedy Mid Tier takes an
optimum path for hidden fields that are not made visible; however, such fields are kept to a minimum (for example,
selection fields whose values must be extracted by arlabel).
Optimize temporary field usage
Reuse temporary fields. A large number of fields makes the view and JavaScript files larger, and requires more time
to open the form.
Global field ID usage
Be selective about global field ID usage and avoid global fields unless necessary. Data storage by many global
fields results in additional memory being used and results in slower workflow processing.
General performance tips
Do not let the same workflow start on window open, window loaded, and set default events. To avoid this,
create a guide and check for the initialized values of some fields. For example, suppose you have designed
some workflow which starts on window open and loaded, and performs a lookup in multiple back-end forms.
If this workflow starts on both events, the workflow does multiple lookups and half of the queries are
repetitive and useless.
Do not let several workflows that check the same qualification start on the same event. For example,
suppose 15 active links start on the Save button and check some common condition to perform some
validations. All 15 links have the same qualification on Run If, so the server validates the qualification for all
15 links when the save event occurs. Checking the same condition is redundant. To avoid this, create a
guide and include all the related workflow in that guide so that if the condition fails it does not check the other
workflow.
Do not use change field actions on window open events to hide the fields in all the form modes (new, search,
and modify). This creates a performance problem on the web. For example, suppose that a form has 100
fields and at least 50 fields are hidden when the form is opened in new and search modes. If workflow exists
to hide the fields in both new and search modes, at least 50 change fields are needed. Instead of hiding
through workflow, you can initially hide the fields on the form and make them visible when necessary. The
best practice is to initially hide the fields on the form and make them visible when the context changes.
Do not let change field actions start to show or hide the fields on the pages that are not visible for window
open events. For example, suppose that a form has multiple pages. On window open events, only one page
is displayed to the user. In this case, do not start the workflow, which makes the fields show or hide on a
non-displayed page. Move all the related change fields so that these fields gain focus in that particular page.
By doing this, you take the workflow load off of window open event. For more information about the Gain
Focus workflow execution option, see . Workflow execution options
As part of periodic application cleanup, delete the unnecessary hidden optional fields on the form. If you do
not delete these fields, the table becomes very large. These fields might be the result of legacy workflow and
should now be replaced by display-only fields.
Do not create debug fields directly on the form. Display-only fields no longer need to be in any view. If debug
fields are placed directly on the form, there is not a simple mechanism to hide or show them as necessary.
Many applications have added a field with the same field ID of 300037600 to all forms Debug Page Holder
and placed fields on it that do not need to be visible when interacting with the application but might be
needed for debugging. If you use the field, do not place it on any view that will be Debug Page Holder
opened by a user role; the extra fields on the view will reduce performance especially for those connecting
over a WAN. Some applications have a view called Default Administrator View (or Administrator) where all
fields including the field are placed. There is a development maintenance cost Debug Page Holder
associated with such a view, however, and this extra view adds extra load to the client so you should
eliminate it from the final version of the application. You may choose to keep this view during the
development process. Fields that do not need to be visible but yet are required on views (for example, some
table and selection fields) should be placed below the visible fields in a position less than the visible field
width. Such hidden fields require field help text and a grouping mechanism may be put in place.
To initialize fields, use minimum active links with minimum actions to set the default values instead of using
different active links to set the default values for each field. If the number of active links increases on the
form, the performance on the web decreases.
Ensure that all GUID fields have the QBE option set to . BMC recommends that you use the QB Equal Equal
E option instead of . causes a full table scan to search for the content in the database Anywhere Anywhere
table.
Do not keep menus attached to hidden fields. The opening of forms is impacted if these menus are on the
On Connect event. When you copy fields from another form and keep those fields in other forms as hidden
debug fields, remove attached menus that are not needed.
In a push fields action, do not put the false condition to create entries. This leads the database table through
a full table scan. Instead of providing a false condition like 1=2, leave the qualification blank, and for the If
option, select . Any Requests Match Take No Action
Internationalization support
When designing for internalization (I18N) support, be aware of the following issues:
Avoid hard coding strings within a workflow that need to be translated. This includes qualifications, and
passing data via open window calls.
All message IDs must be unique and should be stored in the message catalog forms.
Any forms that are being queried from menus or using active links with the fallback locale mechanism must
have the special field ( ) on the forms. This will enable the system to perform the appropriate Locale Field 160
locale lookup.
Design installations with I18N in mind. You should be able to choose which languages you want to install.
Sample data must be localizable.
An application should have only one code line. A different set of code should never be required for a specific
language.
If messages will be exposed to end users, any executables that are included with the application must
include a message catalog.
Do not construct sentences or concatenate strings together to relay information. Different languages require
different orderings for the words.
Leave extra space in your user interface to accommodate longer label names when translated.
Business logic objects
This section provides guidelines for designing the following business logic objects:
Active links
This section provides guidelines for designing active links. For information about the purpose of active links, see
. Active links
Active link naming
This section provides the naming convention for active links. The standard format for the name of an active link is
as follows:
System Code:[Form Code]:[Field/Button/Guide
Name]Description[###]_[Operational Description]
Note
Square brackets denote optional parts of the name. See the following table for definitions of
the parameters in the name.
Active link name format
Parameter Definition
System Code System code that uses two to six uppercase letters
Form Code Actual form code. If the active link is shared, use . SHR
The form code is optional but it must be consistently
used within systems and application suites.
Field/Button/Guide Name Associated field name, button name, or guide name, if
applicable. This value is optional.
Description Functional description of the workflow performed. The
description should be brief but informative
(approximately 15 40 characters). Use CamelCase
, which is a mixture of uppercase and notation
lowercase letters with each distinct word beginning
with an uppercase letter followed by lowercase letters
and no space between words.
### Optional sequence order if an active link is part of a
series. Use three digits. Allow some gaps in the
sequence order for expansion (for example, 010, 020,
030). The sequence order is the same as the not
execution order number, which should not be included
in the name.
Operational Description This parameter is optional and free-form. Establish
standards within applications and across suites. Some
common operations are Initialize, Validate, Message,
Process, Get, Set, Modify, Delete, Submit, and
CallGuide. Examples are ValidateRequestID and
CheckDuplicate.
Example
CHG:TSK:DeleteAssociation_NoSelection_100_Message
Integration-specific active link naming
Integration active links exist between two systems, one of which is not part of the Foundation module. These
active links are not required in either of the two stand-alone systems.
These active links are named to belong in an integration system identified by the INT integration system code
and the system link code which consists of combining in alphabetical order both systems codes for the
integration.
Example
Active links belonging to the integration between the BMC Asset Management and BMC Change
Management applications start with the INT system code followed by a colon and the ASTCHG
system link code for these two applications. The result is . Workflow that matches INT:ASTCHG:
this prefix is installed if BMC Change Management is detected when BMC Asset Management is
installed and if BMC Asset Management is detected when BMC Change Management is installed,
and is independent of the installation order.
Naming convention for integration-specific active links
The standard format for the name of an integration-specific active link is as follows:
INT:System Link Code:[Form Code]:[Field/Button/Guide
Example
INT:ASTCHG:TSK:DeleteAssociation_DeleteCIAssoc_240_ModifyforDeletionSetChgID
INT:ASTCHG:TSK:DeleteAssociation_DeleteCIAssoc_250_CheckCIAssocGet
INT:ASTCHG:TSK:DeleteAssociation_DeleteCIAssoc_260_ModifyforDeletion
INT:ASTCHG:TSK:DeleteAssociation_DeleteCIUAAssoc_270_ModifyForDeletion
INT:CHGSRM:TSK:DeleteAssociation_DeleteProcurementAssoc_280_ModifyForDeletion
Active links that perform preparation workflow for the integration and are not required in the stand-alone
applications are also part of the INT system and use the system code of the system in which they were created.
These active links might be used in several integrations and will be loaded for all integrations that contain a
matching system in the system link code.
Example
Continuing from the preceding example, the BMC Asset Management application names
integration preparation active links starting with :, and all workflow matching this prefix INT:AST
are installed when INT:ASTCHG and INT:ASTHPD integrations are installed.
Naming convention for integration-preparation active links
The standard format for the name of an integration-preparation active link is as follows:
INT:System Code:[Form Code]:[Field/Button/Guide
Example
INT:CHG:TSK:DeleteAssociation_DeleteCIAssoc_220_MsgBoxConfirm
INT:CHG:TSK:DeleteAssociation_DeleteCIAssoc_230_GetAssocType
Shared active link naming
Active links shared within and across the Foundation module and applications have a system code and a SHR: S
form code. HR:
Example
The name of an active link that is shared by BMC Asset Management and BMC Change
Management starts with . SHR:SHR:
Naming convention for shared active links
The standard format for the name of a shared active link is as follows:
SHR:SHR:[Field/Button/Guide Name]Description[###]_[Operational Description]
Filters
This section provides guidelines for designing filters. For information about the purpose of filters, see . Filters
Filter naming
This section provides the naming convention for filter names. The standard format for the name of a filter is as
follows:
System Code:[Form Code]:[Guide Name]Description[###]_[Operational Description]
Note
Filter name format
Form Code Actual form code. If the filter is shared, use . The SHR
form code is optional but must be consistently used
within applications and suites of applications.
Guide Name Associated guide name, if applicable. This value is
optional.
### Optional sequence order if the filter is part of a series.
Use three digits. Allow some gaps in the sequence
order for expansion (for example, 010, 020, 030). The
sequence order is the same as the execution not
order number, which should not be included in the
name.
Operational Description This parameter is optional and free-form. Establish
standards within applications and across suites. Some
common operations are Initialize, Validate, Message,
Process, Get, Set, Modify, Delete, Submit, and
CallGuide. Examples are ValidateRequestID and
CheckDuplicate.
Example
SPRT:AdvisoryBuilder:ProcessTable01_CheckRequestID
SPRT:AdvisoryBuilder:ProcessTable02_CheckDuplicate
SPRT:AdvisoryBuilder:ProcessTable03_ReadTableValues
Integration-specific filter naming
Integration filters are those which exist between two systems one of which is not part of the Foundation module.
These filters are not required in either of the two stand-alone systems. These filters are named to belong in an
integration system identified by the INT integration system code and the system link code, which consists of
combining (in alphabetical order) both system codes for the integration.
Example
Filters belonging to the integration between the BMC Asset Management and BMC Change
Naming convention for integration-specific filters
The standard format for the name of an integration-specific filter is as follows:
INT:System Link Code:[Form Code]:[Guide Name]Description[###]_[Operational
Description]
Example
INT:ASTCHG:TSK:DelCIOutage_100_ModifyForDeletion
INT:ASTCHG:TSK:DelCMDBAssoc_100_ModifyForDeletion
Filters that perform preparation workflow for the integration and are not required in the stand-alone applications
are also part of the INT system and use the system code of the system in which they were created. Such filters
might be used in several integrations and are loaded for all integrations that contain a matching system in the
system link code.
Example
Continuing from the preceding example, the BMC Asset Management system names integration
preparation filters starting with , and all workflow matching this prefix are installed when INT:AST:
the INT:ASTCHG and INT:ASTHPD integrations are installed.
Naming convention for integration-preparation filters
The standard format for the name of an integration-preparation filter is as follows:
INT:System Code:[Form Code]:[Guide Name]Description[###]_[Operational Description]
Example
INT:CHG:TSK:UpdateCost_100_Modify
Shared filter naming
Filters shared within and across the Foundation module and other applications have a system code and a SHR:
form code. SHR:
Example
The name of a filter that is shared by BMC Asset Management and BMC Change Management
starts with . SHR:SHR:
Naming convention for shared filters
The standard format for the name of a shared filter is as follows:
SHR:SHR:[Guide Name]Description[###]_[Operational Description]
Execution order
The following table specifies reserved filter execution orders:
Filter execution order ranges
Execution order range Filter function or action
000 025 Reserved for Goto filters
800 899 Reserved for Notification filters
900 990 Reserved for Audit filters
990 999 Reserved for Goto filters
You should stagger execution orders between the range of 026 799, allowing some gaps within blocks of code
so that it is possible to add new workflow if needed.
Filter Help text
Help text is a requirement. Always complete the Help text field found in the tab of the filter. Ensure that Help text
the Help text is informative for other developers as well as the administrator, and include details if it is part of a
workflow sequence.
Guides
This section provides guidelines for designing guides. For more information about the purpose of guides, see Cre
. ating guides
Guide naming
This section provides the naming conventions for guides for both active links and filters. The standard format for
the name of a guide is as follows:
System Code:[Form Code]:Description
Note
Guide name format
System Code System code that contains two to six uppercase letters
Form Code Actual form code. If the guide is shared, use . SHR
The form code is optional but it must be consistent
within applications and suites of applications.
Example
CHG:CRQ:RetrieveContactInfo
Integration-specific guide naming
Integration guides are those which exist between two systems one of which is not part of the Foundation module.
Such guides are not required in either of the two stand-alone systems. These guides are named to belong in an
integration system identified by the INT integration system code and the system link code, which consists of
combining in alphabetical order both systems codes for the integration.
Example
Guides belonging to the integration between the BMC Asset Management and BMC Change
Naming convention for integration-specific guides
The standard format for the name of an integration-specific guide is as follows:
INT:System Link Code:[Form Code]:Description
Guides that contain preparation workflow for the integration and are not required in the stand-alone application
are also part of the INT system and use the system code of the system in which they were created. Such guides
might be used in several integrations and are loaded for all integrations that contain a matching system in the
system link code.
Example
integration preparation guides starting with , and all workflow matching this prefix are INT:AST:
installed when INT:ASTCHG and INT:ASTHPD integrations are installed.
Naming convention for integration-preparation guides
The standard format for the name of an integration-preparation guide is as follows:
INT:System Code:[Form Code]:Description
Shared guide naming
Guides shared within and across the Foundation module and other applications have a system code and a SHR:
form code. SHR:
Example
The name of a guide that is shared by BMC Asset Management and BMC Change Management
starts with . SHR:SHR:
Naming convention for shared guides
The standard format for the name of a shared guide is as follows:
SHR:SHR:Description
Escalations
This section provides guidelines for designing escalations. For information about the purpose of escalations, see
. Escalations
Escalation naming
This section provides the naming conventions for escalations. The standard format for the name of an escalation
is as follows:
System Code:[Form Code]:Description
Note
Escalation name format
Form Code Actual form code. If the escalation is shared, use SHR
. The form code is optional but it must be consistently
used within applications and suites of applications.
Example
AST:CFG:SetActiveConfiguration
Note
An escalation starts on all records that match the qualification criteria assigned to it. If an
escalation is meant to start only once at the specified interval or time, ensure that no more
than one record matches the qualification criteria.
Integration-specific escalation naming
Integration escalations are those which exist between two systems, one of which is not part of the Foundation
module. These escalations are not required in either of the two stand-alone systems. These escalations are
named to belong in an integration system identified by the INT integration system code and the system link code,
which consists of combining in alphabetical order both systems codes for the integration.
Example
Escalations belonging to the integration between the BMC Asset Management and BMC Change
Naming convention for integration-specific escalations
The standard format for the name of an integration-specific escalation is as follows:
INT:System Link Code:[Form Code]:Description
Escalations that perform preparation workflow for the integration and are not required in the stand-alone
applications are also part of the INT system and use the system code of the system in which they were created.
These escalations might be used in several integrations and are loaded for all integrations that contain a
matching system in the system link code.
Example
integration preparation escalations starting with , and all workflow matching this prefix INT:AST:
are installed when the INT:ASTCHG and INT:ASTHPD integrations are installed.
Naming convention for integration-preparation escalations
The standard format for the name of an integration-preparation escalation is as follows:
INT:System Code:[Form Code]:Description
Shared escalation naming
Escalations shared within and across the Foundation module and applications have a system code and a SHR:
form code. SHR:
Example
The name of an escalation that is shared by BMC Asset Management and BMC Change
Management starts with . SHR:SHR:
Naming convention for shared escalations
The standard format for the name of a shared escalation is as follows:
SHR:SHR:Description
User interface objects
This topic provides guidelines for designing the following user interface objects:
Forms
This section provides guidelines for designing forms.
Form names
This section provides the naming convention followed for form names.
When extending BMC Remedy ITSM applications, use the standards provided here to define a system code and
form code that is unique. This helps to distinguish which code is standard out-of-the-box workflow and which is
specific to you. Also, in a multitenant environment, this can help distinguish code that belongs to particular
tenants.
Form name format
The standard format for a form name is as follows:
System Code:Form Name Description
Use the following information to generate form names for all types of form usages (for example, regular, join,
dialog, console):
System Code Forms within a system are prefixed with an uppercase letter code. This prefix is used to
distinguish the system's forms and must contain uppercase letters. Always use a colon to separate
the prefix code from the remainder of the form name. For example, is used to represent the BMC AST:
Asset Management application, and is used to represent the BMC Change Management CHG:
application.
Form Name Description The remainder of the form name should be an informative text string that
reflects the purpose of the form. This string should use , which is a mixture of CamelCase notation
uppercase and lowercase letters with each distinct word beginning with an uppercase letter followed by
lowercase characters and no spaces between words. The first part of the name can be used to group
forms to define a subsystem or component.
Example form names
Form name Form type
AST:AssetCost Regular
AST:Application Join
AST:ApplicationService Join
AST:ManageInventory Display-Only
TCO:Configuration Regular
SHARE:Application_Properties Regular
In this descriptive part of the name, do not include words that describe the form's intent, such as
join or dialog.
Form web alias The web alias is based on the form name and follows CamelCase notation.
Characters such as a colon and spaces are not permitted.
Example form web aliases
Form name Form web alias
AST:AssetCost ASTAssetCost
AST:Application ASTApplication
Form code Every form in an application should have an associated form code. This form code is
composed of three uppercase letters. The form code is used in the creation of active link, filter,
escalation, guide, and menu names.
Example form codes
Example form name Form code
CHG: Infrastructure Change CRQ
CFG:MenuItems MNI
Note
All form names must be unique.
Join forms
For more information about the purpose of join forms, see . Join forms
For join forms, use the same label, database name, and field IDs as the fields on the parent forms of the join,
unless there is a reason not to do so. For example, if the same field ID from the primary and secondary forms is
being included in the join form, the field from the secondary form should be assigned a new field ID. The form
code prefix followed by an underscore is added to the database field name. Conforming to this convention allows
for easy duplication of code from parent forms and facilitates the administration and maintenance of these forms.
Join form fields
Form name Type Database field name Field ID
CTM:Site Company
Association
Primary Site ID 1000000074
1.
2.
3.
4.
5.
6.
CTM:Site Alias LookUp Secondary Site ID 1000000074
CTM:Site Alias Company
LookUp
Join Site ID (from Primary
form)
1000000074
CTM:Site Alias Company
LookUp
Join STL_Site ID (from
Secondary form)
New field ID generated
Use reference images on BMC Remedy ITSM forms to avoid embedding images
The Image Objects server object type is available with BMC Remedy Developer Studio, and it provides the
following functionality:
More efficient handling of images in applications
Store images only once in the BMC Remedy AR System server database
Reference images by name instead of embedding the binary image contents in display properties and
display instances of views and fields, which results in a smaller server cache memory footprint
When you attach images to the forms and to the objects in the form, attach them to a reference image and not an
embedded image.
To use reference images
Have the image on your system.
Create a new image object in BMC Remedy AR System by using BMC Remedy Developer Studio.
Provide a description for the image object.
Save the image object with a name.
Add the image to an object.
For example, to add an image to a button, go to the properties of the button and select image. You are
prompted to select the image. By default, the image type is set as Image Reference, which is the correct
setting.
Click and select images and set them from the image objects list. Select
Fields
This section provides guidelines for designing fields.
Choose field names that are informative and reflect the purpose of the field. A form with fields that are organized
and well-named is easier for administrators to maintain and end users to follow.
General database field names
For all general database fields, create names that are distinct and informative. Use CamelCase notation for the
names, which is a mixture of uppercase and lowercase letters with each distinct word beginning with an
uppercase letter followed by lowercase letters and no space between words. When possible, make database
field names the same as label names, but without spaces. Do not use special characters in database field
names.
Use database field names that can help indicate that they are extension attributes.
Example
LastName, CompanyName
Labels
A is the name associated with a field that the end user sees when navigating through forms. label
If a field has any functionality associated with it, place a plus sign at the end of the label. For example, a user
presses in a given field and other fields on the form become autopopulated with information. A plus sign Return
at the end of the label reminds the user that hidden functionality exists for certain fields. Do not include spaces at
the end of a label.
If a field is required, place an asterisk sign at the end of the label.
Example
Last Name, Company Name
Note
Be consistent when creating names.
Label guidelines
Appearance of label Example Meaning
Bold label with an asterisk (*) Company* The field is required to submit and
update the form.
Any label, bold or not bold, with a
plus sign (+)
SupportGroup+
*+ Company
The field has functionality
associated with it. For example, if
the user presses in this Return
field, a search dialog box or a
search based on the value typed
into the field could be displayed. If
the label has both an asterisk and a
plus sign, BMC uses the following
order: label name followed by *+.
Label not bold Middle Name The field is optional.
Italicized label Entry ID
Create Date
The field is a system field
generated by BMC Remedy AR
System. These fields are usually
read-only and are automatically
populated by the system.
Display-only and global fields
Display-only fields are non-database fields. Begin these fields with , followed by an underscore, either the z1D
field name or function for a specific field or field type, and a two-digit number for generic field usage. This
convention groups all hidden display-only (or temporary) fields together for manageability and to facilitate field
lookups.
Begin with , followed by an underscore and the field name or function. global fields z1G
z1G_Global_SandBoxEnabled is an example of a global field and it is used to determine if the Sandbox data set
is enabled in the Asset Inventory component. This is a global setting that can be referenced in workflow by
looking at the data stored in this field.
Example
z1D_Action01, z1D_Integer01, z1D_Integer02
Display-only field name guidelines
A is a temporary field that is created to store the data for one specific variable. display-only (specific use) field
For example, if you need to store the Customer Login ID for future reference in workflow, you could create a
temporary field called z1D_Customer_CorporateID.
A is a temporary field that is created to store data for a defined workflow set. display-only (general use) field
Display-only (general use) fields can be overwritten by other workflow sets, which means that you should not
store data in this field if you need to reference it for future workflow needs. These fields are typically named in a
generic fashion. An example of a display-only (general use) field is z1D_Char01, which is a temporary field used
to store character data that will be referenced in workflow for a defined workflow set.
Field type Field name prefix (database and
label are the same)
Examples
Display-only (specific use) z1D_fieldName/function z1D_Customer_CorporateID
Display-only (general use)
# is replaced by a two-digit number
z1D_Char#
z1D_Integer#
z1D_Real#
z1D_Decimal#
z1D_TableChar#
z1D_TableInt#
z1D_External#
z1D_View#
z1D_Date#
z1D_DateTime#
z1D_Currency#
z1D_Time#
z1D_Char01, z1D_Char02
Global z1G_fieldName/function z1G_Global_SandBoxEnabled
Fields on display-only forms and attachment pools are considered non-database fields and should be prefixed
with . However, if a display-only form such as a console or search dialog box contains general database z1D
fields, use the field ID, database name, and label already registered for example, the field. Company Name
Placeholder fields
Placeholder fields include page holders, page fields, table fields, and attachment fields. Begin the database
name of these fields with a lowercase , followed by the type of placeholder field being created, an underscore, z2
and then the placeholder field name in CamelCase notation. The first part of the name can be used to group
forms to define a subsystem or component. If there is a label, it has no prefix, and should have spaces fieldName
if it is visible.
Placeholder field names
Field type Database field name prefix Label name
Page Holder field z2PH_fieldName fieldName
Page field z2PF_fieldName fieldName
Table (Holder) field z2TH_fieldName Leave blank
Table (Column) field z2TF_fieldName Label name of field
Attachment field z2AF_fieldName fieldName
Attachment pool z2AP_fieldName Leave blank
Flashboard field z2FB_fieldName Leave blank
Application list z2AL_fieldName fieldName
Control fields
Control fields include buttons and navigation fields. Begin buttons with a lowercase , followed by the type of z3
control field being created, an underscore character, and then the control field name in CamelCase notation. The
label has no prefix, and should have spaces. fieldName
Navigation fields (vertical navigation bar and horizontal navigation bar) begin with , followed by the type of z2N
navigation field being created, an underscore character, and then the control field name in CamelCase notation.
The label has no prefix, and should have spaces. fieldname
Control field names
Button field z3Btn_fieldName fieldName
Navigation field z2NF_fieldName fieldName
Navigation menu z2NM_fieldName fieldName
Navigation menu item z2NI_fieldName fieldName
Example
Database name z3Btn_CustomerInformation with a button label of Customer Information
Trim fields
For information about the purpose of trim fields, see . Trim fields
Trim fields include text, lines, and boxes. Begin these fields with a lowercase , followed by the type of trim field z5
being created, an underscore character, and then the trim field name in CamelCase notation. Where applicable,
the label has no prefix, and the field name should have spaces and a & symbol before the hot key accelerator or
separator symbols. This naming convention groups all trim-only fields together for manageability and to facilitate
field lookups.
Trim field names
Text field z5Text_fieldName Not applicable
Line field z5Line_fieldName Not applicable
Box field z5Box_fieldName Not applicable
Menu item (Toolbar) z5Menu_fieldName fieldName and & for a hot key
Menu separator z5Separator_fieldName Separator symbols
Example
z5Text_Header, z5Text_ChangeRequester, z5Box_Details
Note
Text fields are primarily used out of the different trim fields listed in the preceding table. Some
consoles contain a box field around the navigation area and above tables.
Field help text
Help text is a requirement for all fields but especially for those that have a special meaning or use. These fields
are often not visible but they are used in workflow. Always complete the Help text field in the tab of Help text
these individual field properties. Make the Help text informative, and include details on any specific functionality
associated with the field. Also, note any escalations that might be triggered on the given field.
Field identification numbers
Field identification numbers (field IDs) should be numbered within the designated range for manageability and
maintainability. If a field is in multiple forms, it must use the same ID, database name, and label in all locations.
This consistency makes it easier to maintain and enhance applications.
Any field IDs that you add should be within the BMC reserved field ranges. For more information, see not Reserv
. ed fields
Menus
This section provides guidelines for designing menus.
Menu names
This section details the naming conventions for menus.
The following different types of menus are available for use:
Character
File
Search
SQL
Data Dictionary
Query, SQL, and data dictionary menus
Query, SQL, and data dictionary menus are named according to the data they retrieve. Use the example
provided in the following section as a reference when creating these menu names.
Query, SQL, and data dictionary menu naming convention
The standard format for a query, SQL, and data dictionary menu is as follows: System Code:Form
Code:Description
Query, SQL, and data dictionary menu name format
Form Code Actual form code of the form from which the data is
being retrieved. If a form code cannot be supplied (for
example, a data dictionary menu that is using a field),
use (zero) for the code. The form code is optional DD0
but must be consistent within applications and
application suites.
Description Describes the type of lookup performed by the menu.
Use CamelCase notation, which is a mixture of
uppercase and lowercase letters with each distinct
word beginning with an uppercase letter followed by
lowercase characters and no spaces between words.
Example
CHG:CTK:ChgTaskLookup
Character and file menus
Character and file menus are named according to the type of data that they contain. Use the example provided in
the following section as a reference when creating these menu names.
Character and file menu naming convention
The standard format for a character or file menu is as follows: System Code:Form Code:Description
Character and file menu name format
System Code System code that uses two to six uppercase letters. If
a menu is used by several systems, use . SHR
Form Code Form code of the form where the menu is to be used.
If it is used by more than one form, use . The SHR
form code is optional, but it must be consistent within
applications and application suites.
Description Describes the type of information contained in the
menu. Use CamelCase notation.
Example
CHG:CAT:Category
Note
If a character or file menu is used by several systems, use the SHR:SHR: prefix for the
system and form code. In such cases, the form code is not optional.
Additional considerations
Choose the type of menu and refresh options that you implement carefully, with the following considerations:
If possible, do not create SQL menus. Although SQL menus retrieve information more quickly than search
menus, they are not as portable between databases and as easy to maintain.
Minimize or eliminate the use of character and file menus. Every time a character menu is updated, the
client cache refreshes the next time any user of the system loads a form that uses the updated menu. If
the character menu is large, this could cause a performance impact.
Use the $MENU$ pattern matching function of BMC Remedy AR System only with character menus.
Using this function with search menus can cause inconsistent behavior.
Views
This section provides guidelines for designing views.
Views across all forms must have consistent names, labels, web aliases, and view ID values.
View user interface (VUI) IDs must have a range specified per view locale. The default locale is en-US, and this
is left blank in all default views.
Example of view attributes
VUI ID Name Label Locale Web alias
10003000 Administrator Administrator Blank for default Administrator
300907300 Management Management Blank for default Management
399990900 Administrator_fr Administrator fr Administratorfr
399990903 Management_fr Management fr Managementfr
399991900 Administrator_de Administrator de Administratorde
399991903 Management_de Management de Managementde
View aliases and labels
A view alias is the name that is seen by the end users for forms that are directly exposed, like consoles. Aliases
can be assigned to each view. Assign alias values that are, where possible, similar to the form name following
the system code. For example, if a console has a form name of AST:AssetManager, the various alias values for
singular, plural, short singular, and short plural would be Asset Manager. If a form has multiple views, assign
appropriate alias names that reflect the form name, if possible.
View labels can be assigned to each view for the new and search entry points, and are required only on forms
that have entry points enabled. If such labels are assigned values and the entry points are enabled, the label
content is shown in preference to the form name.
Example of view aliases and labels
Form name Type View name View aliases View labels
AST:AssetManager Console Management Asset Manager Asset Manager
CHG:ChangeManag
ementConsole
Console Console Default
User View
Change
Management
Console
Change
Management
Console
Message IDs
The error, note, and warning message numbers (IDs) used in the message action for active links and filters must be
unique. This requirement helps with debugging. For internationalization (I18N) support, enter messages into the AR
System Message Catalog form so that they can be translated to different languages. The message ID is one of the
keys used to look up the appropriate message for a language. These values should not conflict with other
applications, so these values should be registered. For more information, see Localizing message components of a
. form view
Many applications maintain their own Application Message Catalog form with records that have message strings that
are mostly shown on dialog boxes (display-only forms) in the form of questions to end users. The message ID
records should be associated with a value of . Used By String Catalog
Flashboards data
A is a real-time visual monitoring tool that shows you the state of your service operations, warns you flashboard
about potential problems, and collects and shows trend data. Flashboards graphically display associated data
source variables. Flashboards may be altered by active links.
Flashboard naming
Flashboard variables
Flashboard data sources
Flashboard alarms
Flashboard naming
This section provides the naming convention for flashboards. The standard format for the name of a flashboard is as
follows:
System Code:Description_Flashboard Type
Flashboard types
Flashboard type Description
L Line graph
B Bar chart
S Stacked bar
P Pie chart
A Area
K Stacked area
M Meter
T Text
Example of a flashboard name
CHG:RiskLevelByPriority_L
| | |__Type of flashboard
| |__Description of flashboard
|__System code
Flashboard variables
A is associated with one form and its name must be unique. The standard format for the name of flashboard variable
a flashboard variable is as follows:
System Code:Form Code:Description_Operation Code[_Data Collection Interval]
The following example shows a flashboard variable that runs against the CHG:Infrastructure Change form (from the
BMC Change Management application) and reads the field for a count and a data collection interval that Risk Level
is on and collecting every hour.
CHG:CRQ:RiskLevel_C1_H
| | | | |__Data collection interval (if data collection is On)
| | | |__Operation code + Data Collection Off/On (0/1)
| | |__Description of variable
| |__Form code
|__System code
Flashboard operation code
Operation code Description
C Count
S Sum
V Average
M Minimum
X Maximum
Flashboard data collection intervals
Data collection intervals Description
Y Yearly
M Monthly
W Weekly
D Daily
H Hourly
U By the minute
Flashboard data sources
Data source variables are used to group flashboard variables. Data sources appear as the legend name of a
flashboard. The legend name cannot be set by an active link. The data source name should be user friendly and
informative.
The following shows the standard format for data source names:
Description
|__Name seen by end user in flashboard legend
Flashboard alarms
You can associate a flashboard alarm with a system. The standard format for the name of a flashboard alarm is as
follows:
System Code:Description
The following shows an example:
CHG:NotifyOwner
| |
| |__Description
|__System Code
Reports data
You can create reports for BMC Remedy ITSM applications based on BMC Remedy AR System and SAP Crystal
Reports. For both report types, and whether an or extension report is created, a data record for each report .arr .rpt
is loaded into the BMC Remedy AR System Report form.
Report form data
The following fields are used to define data for reports:
Report field definitions
Report Name Provide a meaningful name for the report. This name is
visible to end users.
Report Type Indicate whether the report is a BMC Remedy AR
System report or a Crystal Reports report.
Form Name Enter the form name.
Report Set Name Copy the form name here (it can be used for grouping
reports).
Server Thsi field is autopopulated on import, so you do not
export this field in the file. .arx
Status Set to . Active
Short Description Enter the report name here or provide more detail.
Assignee Groups Select the groups that are permitted to use this report.
Locale For the default US English reports, leave this field blank.
Otherwise, set the locale as appropriate to the language
in the report file.
Base Qualification Enter a qualification if required for the report.
Date Range Field ID Enter the field ID.
Date Range Report By default this field is set to . Set it to if a No Yes Date
ID exists. Range Field
Report Definition File Attach the report file ( for a BMC Remedy AR .arr
System report or for a Crystal Reports report). .rpt
The standard report naming format is SystemCode_Re
(or ). portName.arr .rpt
For the report name, use CamelCase notation, which is
a mixture of uppercase and lowercase letters with each
distinct word beginning with an uppercase letter
followed by lowercase letters and no space between
words.
Related topics
Reporting on BMC Remedy AR System data
Integrating Crystal Reports with BMC Remedy AR System
Naming applications
BMC Remedy AR System applications follow a naming standard similar to form names. The standard naming format
for a BMC Remedy AR System application is . System Code:Application Name Description
Workflow coding style
In BMC Remedy AR System, refers to operations carried out by active links, filters, and escalations. workflow
Workflow can be triggered by user actions (such as submitting a form or clicking a button), by other workflow, and by
time. Workflow acts on the data stored in forms to automate business processes.
1.
This topic provides recommendations concerning workflow coding style.
Guides
Unqualified searches
DSO aware workflow
Guides
Use guides to group and reuse workflow as functions. The BMC Remedy AR System is flexible in its support for
guides, which can lead to poor coding styles. For example, it is possible to define a set of workflows within a guide,
attach the guide to several forms, but not attach specific workflow items within the guide to the same set of forms.
This approach can lead to selectively skipping workflow on specific forms. BMC recommends that you not use this
technique but instead define guides with workflow that is always attached to the same forms as the guide.
Unqualified searches
Always develop in the most restrictive setting with the server setting unselected. This Allow Unqualified Searches
raises more awareness for the need to qualify tables and other workflow objects. For client-side active links that start
on Search mode, remember that all fields being set should be accessible and visible to end users so that if
unqualified searches are permitted at their site the expected result occurs in the client. For more information, see Av
. oiding unqualified searches
DSO aware workflow
The Distributed Server Option (DSO) that is available with the BMC Remedy AR System platform enables you to
transfer data between forms on two servers. It requires you to configure the DSO service, create mappings to map
forms and fields between the two servers, and to create DSO workflow (filters) to perform the transfer and delete
functionality. For more information, see and Configuring the Distributed Server Option (DSO) Service Configuring
. BMC Remedy Distributed Server Option
The DSO filter that transfers the data starts on a merge action, and the DSO delete filter starts on a delete action. To
avoid a cash between out-of-the-box workflow and the DSO merge filters, qualify the merge filters to not start if the
user is a distributed server.
Because the DSO delete filter deletes the form records, bypass all the out-of-the-box delete workflow so that it does
not start when triggered by a DSO delete.
Make the out-of-the-box workflow DSO aware by performing the following actions as coding standards:
DSO qualify any new merge filters that you create. The exceptions are the merge filters that check for unique
records and provide messages (as those need to be caught on a DSO transaction, too). Add the following
information to the Run IF qualification for the merge filters:
AND ($USER$ \!= "Distributed Server")
Some filters have a mix of OR and AND clauses in the Run IF qualification, so ensure that you have the
brackets in the correct place, for example:
1.
2.
(($OPERATION$ = "CREATE" ) OR ($OPERATION$ = "MERGE" ) OR
(($OPERATION$ = "SET" ) AND ( 'z1D Action' = "BUILDUNIQUE" ))) AND (
'Permission Group Type' = "Application Permission") AND ( 'z1D Previous
Operation' = "SET" ) AND ($USER$ \!= "Distributed Server" )
Add any new forms with delete workflow to this shared workflow:
SHR:SHR:SkipDeleteFiltersFor_DSO_User
Related topics
Workflow overview
Creating guides
Customizing BMC Service Management Process Model
This topic describes the following customization tasks:
Working with diagrams in BMC Service Management Process Model
Changing text in diagrams in BMC Service Management Process Model
Changing the interface elements in BMC Service Management Process Model
Changing the HTML frames page files in BMC Service Management Process Model
Configuring the CSS for Section 508 compliance in BMC Service Management Process Model
Special HTML characters and tags in BMC Service Management Process Model
Working with diagrams in BMC Service Management Process Model
The process diagrams and procedure diagrams used in BMC Service Management Process Model were created
with Microsoft Visio 2007 and converted to the graphics interchange format (GIF).
When you click a process model box, its corresponding process diagram appears. Similarly, when you click a
procedure box, its corresponding procedure diagram appears.
The individual action boxes and decision diamonds that appear in procedure diagrams also exist in the work
instruction pages as individual drawings.
The work instruction pages can also include drawings of the process diagrams and procedure diagrams. You can
change a BMC Service Management Process Model drawing, and then update the corresponding work instruction.
For instructions on working with diagrams, see the following topics:
Changing diagrams
Updating related work instructions
Changing diagrams
If your organization uses a workflow for a process or procedure that is not the same as the one suggested by BMC
Service Management Process Model, you can change the related diagram to indicate that difference. You can make
the following types of changes:
1.
2.
3.
4.
5.
6.
7.
8.
1.
2.
Update the graphical elements in the diagram
Change the text in the diagram
Note
You must have Microsoft Visio 2007 to change a diagram.
To change a diagram
Use Microsoft Visio 2007 to open the diagram that you want to change.
The diagrams are located in the directory. instDir\Process and Procedure Diagrams\<SMPMProcessDir>
For example: instDir\Process and Procedure Diagrams\Event Management
Create a copy of the original drawing file for recovery purposes.
Make the necessary changes in the original drawing.
Note
If you add or modify action boxes or decision diamonds in the diagram, you must update
the related work instructions as described in Updating related work instructions
Save the changed drawing as a VSD file (Microsoft Visio 2007 format).
Convert the VSD file to a GIF file.
For more information about how to convert the VSD file to a GIF file, see . Converting VSD files to GIF format
Ensure that the GIF file has the same name as the VSD file (exclusive of the extension).
Copy the GIF file to the directory that contains the original GIF file and overwrite the original GIF file with the
new GIF file.
For example, if you are changing a diagram in the Event Management process, open . \instDir\SMPM\Event
Note
If the physical size of the new diagram is not the same as the original diagram, the
diagram is not displayed correctly in its corresponding HTML page. To adjust the HTML
size settings that control the display position of the GIF file, see . Adjusting diagram size
If you added, moved, or removed an action box or decision diamond, adjust the hotspots in the HTML file that
contains the diagram.
For more information about how to change the hotspots, see . Changing hotspots
Open the BMC Service Management Process Model process related to the diagram that you changed and
ensure that the new process or procedure diagram appears correctly. Also verify that the hotspots are in the
correct position and that they redirect you to the correct procedure or work instruction.
Adjusting diagram size
If the physical size of a new or updated diagram is not the same as the physical size of the original diagram, the
diagram is not displayed correctly in its corresponding HTML page.
To adjust the diagram size
Open the diagram in Microsoft Image Composer.
2.
3.
4.
1.
2.
1.
2.
3.
4.
Select > . File Composition Properties
Note the actual width and height of the diagram.
Use an HTML editor to open the corresponding HTML file, and correct the width and the height entries for the
image.
For example, <img src="Event_Procedure1.gif" border="0" usemap="#FPMap0"
. width="714" height="585"
Updating related work instructions
Every time you modify or create an action box or a decision diamond when changing a diagram, you must create a
new, separate illustration of the box or diamond to appear in the Procedure Step column of the associated Work
Instructions table. If you add a new action box or decision diamond, then you must also create a new work
instruction to describe the action or decision.
This topic describes how:
To create a new illustration
To modify a work instruction
To create a new work instruction
To create a new illustration
Use Microsoft Visio 2007 to create a drawing of the box or diamond.
Save the drawing as a GIF file, as described in , and place it in the Converting VSD files to GIF format instDir
directory. \SMPM\Event\Work_Instructions
You must save the GIF file with the following file name syntax:
s<procedureNumber>_<stepNumber>.gif
For example, if the GIF file represents step one in the first procedure, name the file: . s1_01.gif
Note
Ensure that the step number portion of the file name has two digits. In the preceding
example, the step number is . 01
To modify a work instruction
Recommendation
Before you modify a work instruction, create a backup of the existing work instruction file.
Use an HTML editor such as Notepad to open the work instruction file. For example, if you are modifying the
work instruction for Event Management procedure 1.1, open the instDir\SMPM\Event\Work_Instructions\
file. W1_01.htm
Make the required changes to the HTML code.
Save and close the file.
Open BMC Service Management Process Model and check the work instruction to ensure that the new text
appears correctly.
1.
2.
3.
4.
5.
1.
2.
3.
4.
5.
6.
7.
a.
b.
8.
To create a new work instruction
Note
Ensure that you use the same naming convention for the new file that is used with the existing
files, that is, . The must have two W<procedureNumber>_<stepNumber>.htm <stepNumber>
positions. For example, procedure 1, step 2 must be represented as . The W1_02.htm <procedu
does not use a leading zero. reNumber>
In the folder where you are creating the new work instruction file, create a copy of an existing work instruction
file to use as a template and change its file name accordingly.
For example, to create a work instruction for Event Management procedure 3.11, copy instDir\SMPM\Event\
and then save it as . Work_Instructions\W3_10.htm instDir\SMPM\Event\Work_Instructions\W3_11.htm
Use an HTML editor such as Notepad to open the new work instruction file.
Edit the contents of the file to use the appropriate GIF file and instructions.
Open BMC Service Management Process Model and check the work instruction to ensure that the text and
GIF file appear correctly. If the GIF file is the wrong size, see . Adjusting diagram size
Converting VSD files to GIF files
After you save a diagram as a VSD file, you must convert the file to a GIF file so the file can be read and displayed
by the related process HTML files.
To convert a VSD file to a GIF file
Use Microsoft Visio 2007 to open the file that you want to convert.
Select > . Tools Options
From the section of the tab, select the option. Text quality View Higher quality text display (anti-aliased)
Select the elements in the drawing that you want to include in the GIF file.
Note
For a process or procedure diagram, do not include the edges around the diagram, or the
name that appears above the diagram in the header. To create a GIF file for a single
action box or decision diamond from a procedure diagram (for example, to use in a work
instruction HTML page), select only the box or the diamond.
Select > . File Save As
In the field, select . Save as type Graphics Interchange Format (.gif)
In the field, perform one of the following actions: File Name
If you are converting the whole diagram, type the name of the original VSD file.
If you are converting a portion of the diagram, (because you are converting a single action box or
decision diamond), type a unique name.
When creating a unique name, ensure that you use the following syntax:
(for example, ). s<procedureNumber>_<stepNumberWith2Positions> s1_01.gif
8.
9.
10.
Click . Save
In the GIF Output Options window, you must select the following settings:
Data format Non-interlaced
Color reduction Adaptive
Background color R=255, G=255, B=255
Transparency color Do not select
Rotation None
Resolution Screen (96 x 96 pixels / in.)
Size Source
Click . OK
Changing hotspots
BMC Service Management Process Model uses the hotspot code to indicate the location of the hyperlink target, the
shape of the hotspot, and its position on the interface.
The following hotspot types are used in BMC Service Management Process Model:
Box
Diamond
Process or procedure link
Roles link
The following table shows a sample section of code for each hotspot type:
Hotspot types and sample code
Type Code sample
Box <area href="Work_Instructions/W2_07.htm"
shape="rect" coords="327, 382, 475, 421">
Diamond <area href="Work_Instructions/W2_06.htm"
shape="polygon" coords="400, 249, 326,
298, 400, 348, 475, 298">
Process or procedure link <area
href="../RootCause/RootCause_Procedure2_F
rames.htm" target="_top" shape="rect"
coords="732, 427, 753, 444">
Roles link <area href="Availability_Roles.htm"
shape="rect" coords="3, 171, 82, 221">
Understanding the hotspot code
1.
2.
3.
a.
b.
c.
4.
5.
The hotspot code is located in the map section of the HTML code. The map section starts with the following line of
code: <td valign="top" align="left"><map name="FPMap0">
The map section ends with . <\map>
The following table describes what each area of the hotspot code controls.
Hotspot code and what it controls
Hotspot code What it controls
<area href=" " Indicates the location information of the hyperlink target;
for example, <area
href="Work_Instructions/W2_07.htm"
shape= Specifies the hotspot's shape: = box, = rect polygon
diamonds; for example, shape="polygon"
coords= Provides the shape's coordinates. When giving the
coordinates for boxes, you must provide the upper
left-hand corner and the bottom right-hand corner
coordinates. For diamonds, all four corners must be
specified. For example, coords="400, 249, 326, 298,
(for a diamond) or 400, 348, 475, 298"> coords="3,
(for a box). 171, 82, 221">
To change hotspot code
Use an HTML editor to open the related process or procedure HTML file.
Locate the section of code that relates to the hotspot that you are changing.
To move a hotspot, adjust the coordinates.
To resize at hotspot, adjust the coordinates.
To remove a hotspot, delete its entry from the map section.
To add a hotspot, perform the following actions:
Copy a section of hotspot code with the same shape (that is, "rect" or "polygon") and paste it
within the map section.
Update the section so that it points to the new hyperlink target. <area href=
Update the section to provide the coordinates of the new hotspot entry. coords=
Save the updates in the HTML file.
Open the HTML file from the BMC Service Management Process Model interface and verify that the updates
work.
Changing text in diagrams in BMC Service Management Process Model
1.
2.
3.
4.
The text that appears in the process model boxes and the process model headers can be changed to reflect the
needs of your organization.
This section describes how to change the text in process model boxes and how to change the text in process model
headers by using either the out-of-the-box alternative process model headers or by creating a new process model
header.
Changing text in process model boxes
Changing text in process model headers
Changing text in process model boxes
You can change the text that appears in a process model box. You might want to change the text in a process
model box when you want to change the process name. For example,you might want to change the name of the
Event Management process to Alarm Management.
Note
If you change the name of a process or a procedure, you must also change the name of the
related HTML frames page. For more information, see . Changing the HTML frames page files
To change the text in a process model box
Open . installDir\SMPM\Model\<ProcessNames>
Use a text editor such as Notepad to open the text file that contains the process model box text that you are
changing.
For example, if you are changing Event Management to Alarm Management, open . Event.txt
Overwrite the existing process name with the new process name.
When typing the text, observe the following guidelines:
You must use uppercase letters for the process name. If you do not, the process name is not
displayed.
Use a 0 (zero) to indicate a line break. For example, if you want the word Management to appear on a
line beneath the word Alarm, you must type . ALARM0MANAGEMENT
If you insert line breaks, edit the value of the parameter to indicate the number of lines. &b1_lines=1
For example, if you insert one line break, change the value of the parameter from to ( 1 2 &b1_lines=
). 2
Save and close the text file.
After you change the process model box text, you must . change the text in the corresponding tooltip
Example
Original text:
b1_text=EVENT0MANAGEMENT
&b1_lines=1
Revised text:
b1_text=ALARM0MANAGEMENT
&b1_lines=2
1.
2.
3.
4.
5.
To change the text in the corresponding tooltip
Open the directory. installDir\SMPM\Model\ToolTips
Use a text editor to open the related text file.
For example, to change the Event Management tooltip, open . Event.txt
Overwrite the existing process name with the new process name.
Save and close the text file.
Refresh BMC Service Management Process Model in your browser to verify if the new process name is
displayed in the process box and in the tooltip.
Changing text in process model headers
You can change the text in a process model header by using one of the following methods:
Using an alternative process model header
Creating a custom process model header
Using an alternative process model header
The following table lists the alternative process model headers provided out-of-the-box with BMC Service
Management Process Model, and it provides the locations of the original process model headers that you are
replacing. If this table contains an alternative process model header that is appropriate, use the procedure following
the table to make the change. Otherwise, . create your own process model header
Alternative process model headers
Service Management Process
Model process name
Alternative names Directory and file name in the
BMC Service Management
Process Model directory structure
Service Management Process Model
ITIL Process Model
ITSM Process Model
instDir\Model\ProcessModel_Hea
der.gif
Event Management
Alarm Management
Infrastructure Monitoring
Monitoring
Operations
Operations Management
Service Monitoring
instDir\Event\Event_Header.gif
Availability Management No alternatives available instDir\Availability\Availability_He
ader.gif
Capacity Management No alternatives available instDir\Capacity\Capacity_Header.
gif
1.
Change Management
Change Control
Release Management
instDir\Change\Change_Header.gi
f
Configuration Management Configuration Administration instDir\Configuration\Configuratio
n_Header.gif
Continuity Management
Business Continuity Management
Disaster Recovery
Disaster Recovery Management
IT Service Continuity
Management
instDir\Continuity\Continuity_Hea
der.gif
Financial Management
Costing & Charging
Financial Management for IT
Services
Not yet available
Incident Management
Call Management
Help Desk Management
Incident & Service Call
Management
Request Management
Support Management
Support Request Management
instDir\Incident\Incident_Header.g
if
Problem Management
Instability Management
Root Cause Analysis
Root Cause Management
Stability Management
instDir\Problem\Problem_Header.
gif
Release Management Project Management instDir\Release\Release_Header.g
if
Service Level Management Account Management instDir\ServiceLevel\ServiceLevel
_ Header.gif
To use an alternative process model header
Open the directory that contains the process model header file that you are changing, and rename the file to
create a backup copy of it.
For example, if you are using an alternative process model header for Event Management, open the installD
1.
2.
3.
4.
5.
1.
2.
3.
4.
5.
directory and rename to . ir\Event Event_Header.gif Event_Header.gif.bkp
Open the directory. installDir\Customization\Process Model headers\GIFs
Copy the file that contains the alternative process model header text that you want into the directory that you
opened in
step 1.
For example, copy to . Alarm_Manager.gif installDir\Event
Note
The names of the files in the <installationDirectory>\Customization\Process Model
directory indicate their content. For example, con headers\GIFs Alarm_Management.gif
tains the text "Alarm Management."
Rename the copied file to use the original file name in step 1.
For example, rename to . Alarm_Manager.gif Event_Header.gif
Open the process model and view the model header to ensure that the process model header file was
replaced successfully.
Tip
You might need to refresh the browser to see the new process model header.
Creating a custom process model header
If none of the alternative process model headers are appropriate, you can create your own. To do this, you must
create a copy of the empty process model header file in the installDir\Customization\Process Model
directory, and then add your custom text, as described in the following procedure. headers\Originals
Note
To perform the following procedure, you must have access to the Microsoft PowerPoint and
Microsoft Image Composer applications.
To create a custom process model header
Use Microsoft PowerPoint to open the instDir\Customization\Process Model
file. headers\Originals\ProcessModel_Header_Texts.ppt
Copy one of the existing text boxes and paste it at the bottom of the last slide.
Replace the text inside the copied text box with the process model header text that you need. (for example,C
). ustomer Management
Use the following text formatting:
Font=BankGothicMdBt
Bold
Size=28pt
Color=White
Copy the new text box.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
a.
b.
15.
16.
Use Microsoft Image Composer to open the instDir\Customization\Process Model
file. headers\Originals\Empty_Header.mic
Paste the new text box into this file.
Align the edges of the text with the left and bottom edges of the file.
The position of the text should be X: 0, Y: 4.
In the toolbar, click . Toolbox Effects
Note
If the Toolbox toolbar is not visible, select , and select the chec View > Toolbars Toolbox
k box.
From the category, select . Outlines Drop Shadow
In the tab, specify the following information: Details
Angle=315
Distance=2
Color=Black
Opacity=100, Softness=Hard
Click . Apply
Clear the text, select it again, and then click twice. Apply
Adjust the width of the composition to verify that the text fits comfortably within the composition. Right-click
the composition guide and drag it to the left or right.
Note
If the composition guides are not visible, select > View Composition Guides
Select > . File Save As
Save the file with the following information:
Save it as a file. CompuServe GIF (.gif)
Set the to -Gray Ramp-, 236 colors, Solid dither. Color format
Ensure that the box is selected and that the color is R255, G0, B255. Transparent color
Ensure that the field is set to 250. Threshold
Save the file in the correct location with the same file name as the process model header that you are
replacing (for example, ). Event_Header.gif
Tip
To determine the correct directory and file name, see Alternative process model
. headers
Click . Save
Click to overwrite the existing file. Yes
17.
18.
19.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
Click to dismiss the message that warns you about flattening the format. OK
Open the related BMC Service Management Process Model process to verify that the standard process
model header file was replaced successfully.
Tip
You might need to refresh the browser to see the new process model header.
In the code of the HTML file that uses header, ensure that the width and height are correct.
For more information, see . Adjusting diagram size
Changing the interface elements in BMC Service Management Process Model
This topic describes certain tasks that you can perform to change the interface elements of BMC Service
Management Process Model, like:
Updating the version number and date
Replacing the BMC Service Management Process Model logo
Changing the page header
Changing the page footer
Updating the version number and date
Recommendation
When you publish a customized version of BMC Service Management Process Model, update
the version numbers and the dates that appear on-screen. For the first release, set the version
number to 1.0, and then increment the version number any time you make updates to the
application. The new date should reflect the publication date.
To update the version number and date
Use an HTML editor to open the file. instDir\SMPM\Model\ProcessModel.htm
Search the HTML file for the word and change the number that appears to its right. Version
Use an HTML editor to open the file. instDir\SMPM\ReleaseNotes\ReleaseNotes.htm
Search the HTML file for the current version number, which appears only once in this file, and change it.
Search the HTML file for the old release date, and change it.
Use an HTML editor to open the file. instDir\SMPM\ReleaseNotes\ReleaseNotes80.htm
Search the HTML file for the current version number, which appears in three locations, and change it.
Change the date by searching the HTML file for the old release date. For example: May 2012, which appears
only once in this file.
Use Microsoft Word to open each of the process documents in the direc instDir\SMPM\ProcessDocuments
12.
13.
a.
b.
14.
15.
1.
2.
3.
4.
5.
1.
2.
3.
tory.
Perform the following actions to change the version number in each file:
With the file open, select > . File Properties
On the tab, change the value of the field to the version number. Summary Subject
The version number on the front page and in the page headers updates automatically when you print
the document or select the option. Print Preview
Perform the actions in step 13 for the template and spreadsheet documents in the instDir\SMPM\Templates
directory.
Update the process documents in the folder by copying all the Microsoft Word Process_Documents
documents from the directory to the direc instDir\SMPM\ProcessDocuments instDir\Process_Documents
tory.
Note
The new documents must have the same names as the old documents.
Replacing the BMC Service Management Process Model logo
The BMC Service Management Process Model logo appears in the upper-left corner of the BMC Service
Management Process Model window. You can replace it with your company's logo.
Note
To perform this procedure, you need an graphic file containing your company's logo in a format
that can be read by a graphics editor.
To replace the BMC Service Management Process Model logo
Use a graphical editor to open the file containing your company's logo.
Resize the logo as follows:
width = 99 pixels
height = 63 pixels
Save the logo in the JPEG format with the following name:
. ProcessModel_Logo.jpg
Copy the logo file to the directory. instDir\SMPM\Model
Allow the operation to overwrite the existing file.
Changing the page header
The page header appears at the top of every process model page, underneath the title bar. The page header is the
background of these pages. You can change the page header to suit the needs of your company.
To change the page header
Use a graphics editor to open the file containing your company's page header graphic.
Save the file in the JPEG format, with the name. Background_Page_Header.jpg
3.
4.
1.
2.
3.
4.
1.
2.
3.
4.
Copy this file to the directory. instDir\SMPM\Generic
Changing the page footer
The generic page footer appears at the bottom of most pages.
To change the page footer
Use a graphics editor to open the file containing your company's page footer graphic.
Save the file in the JPEG format, with the name. Background_Page_Footer.jpg
Copy this file to the directory. instDir\SMPM\Generic
Changing the HTML frames page files in BMC Service Management Process Model
If you rename a process or procedure, you must also change the name of the process or procedure in the related
HTML frames pages.
To change the title of an HTML frames page
Use an HTML editor such as Notepad to open the HTML frames page file from the
directory. instDir\SMPM\<processName>
Note
Most frames page files end with (for example, _Frames.htm Event_Procedure1_Frame
). The frames page file for the BMC SMPM main page uses the s.htm instDir\SMPM\inde
naming convention. Every procedure in a process has a frames page. x.htm
Change the title text appropriately.
The title is located between the and the statements (for example, <title> </title> <title>Incident
Management Procedure </title>)
If the process name appears anywhere in the body of the HTML file, update it to the new name.
Save the changes and close the file.
Configuring the CSS for Section 508 compliance in BMC Service Management Process
Model
The U.S. Federal Government Rehabilitation Act, Section 508 (Section 508), requires U.S. federal agencies to make
their electronic and information technology accessible to people with disabilities.
Because BMC Service Management Process Modeluses a cascading style sheet (CSS) to control the way its UI
appears on the client's screen, it can override the accessibility options on the client's browser. You can, however,
reconfigure the CSS to ensure that BMC Service Management Process Model uses the client's browser's options
instead.
If you work for a U.S. federal agency or have some other reason to ensure that your environment is compliant with
Section 508, you must perform the following procedures.
1.
2.
3.
4.
5.
6.
Note
For more information about Section 508 requirements, see . http://www.section508.gov
To configure the CSS for Section 508 compliance
In the directory, open the file in a text editor. instDir\SMPM\Generic default.css
Remove the following line from the body settings:
background-color: #FFFFFF;
This change ensures thatthe background color settings for a page appear using the color settings of the
client browser.
Delete the four rows containing the hyperlink color definitions. These rows start with following blocks of code:
a:link
a:visited
a:active
a:hover
This change ensures thatthe hyperlinks appear using the color settings of the client browser.
Remove the following string from the h1 (first header) settings:
color: # 000044;
This change ensures thatthe header text appears using the client browser's color settings.
Remove the following string from the p (paragraph) settings.
color: #444444;
This change ensures that the paragraph text appears using the client browser's color settings.
Replace the font size definitions in the headers and the paragraph settings as described in the following
table.
This change enables you to change the size of the text in the browser.
New font size definitions
Original size New size for Microsoft Internet
Explorer browsers
New size for Mozilla browsers
18px 2.3ex 2.5ex
16px 2.0ex 2.2ex
13px 1.6ex 1.8ex
Special HTML characters and tags in BMC Service Management Process Model
BMC Service Management Process Model uses some special, non-standard HTML characters and tags.
Special HTML characters
BMC Service Management Process Model uses special HTML characters, which are explained in the following
table:
Special HTML characters in BMC Service Management Process Model
Characters Description
&quot This character is displayed as a single quotation mark. It
differentiates between the HTML code and characters
that need to be displayed.
&#133 This character is displayed as an ellipsis. It is used, for
example, to display the status "Waiting for...".
&nbsp This character is displayed as a nonbreaking
space,which does not allow a line break between words.
It is also used when multiple spaces need to be
displayed is succession; HTML would otherwise display
only a single space.
&#13 This character inserts a line break in tooltips. Browsers
that use Mozilla do not support multiple lines in tooltips.
This is the only functionality that customers who use
Mozilla cannot use.
&copy This character displays the copyright symbol
underneath the process model home page.
&lt This character displays the less than sign.
&gt This character displays the greater than sign.
&reg This character displays the registered trademark
symbol.
Special HTML tags
The <nobr> and </nobr> HTML tags are used in BMC Service Management Process Model:
The text placed between these tags does not break across a page. For example, words ending in that are close (s)
to the end of a line are placed between these tags to make sure that the browser does not place a line break just
before the . (s)
Customizing BMC Remedy OnDemand and BMC Remedy ITSM
This section contains BMC recommendations that will help you to customize the BMC Remedy ITSM applications in
both the BMC Remedy OnDemand and BMC Remedy ITSM on-premise environments and to experience seamless
upgrades.
This information also discusses how to use the BMC Remedy Action Request (AR) System Overlays feature to
customize BMC Remedy ITSM applications.
BMC Remedy ITSM applications are built on the platform supplied by BMC Remedy ARSystem. This enables
experienced administrators, workflow developers, and consultants to extend and customize the behavior of the
applications to meet the changing needs of your organization and to integrate them with other applications. For
example, if the out-of-the-box BMC Asset Management application does not meet your needs, you can customize it.
If you customize Asset Management, you might also need to extend the BMC Atrium CMDB.
Typical customization work includes adding BMC Remedy ARSystem filters and active links to enhance workflow.
Recommendation
Do not use the BMC Remedy Approval Server forms to define custom rules and processes.
Instead, use the advanced configuration options that are available in BMC Remedy ITSM, as
described in . Configuring advanced options
BMC offers courses for beginners through advanced workflow developers. For more information, visit BMC
education at . http://www.bmc.com/education
Workflow change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM
While overlays do provide protection from customizations being overwritten during an upgrade, they do not prevent
issues occurring from the workflow interacting with other system components that change during an upgrade.
Because of this, you should keep workflow changes to a minimum and keep the the changes separate from the
existing application flow. The following information includes some examples of workflow changes that can be done
and which will not be impacted by changes to other parts of the application.
You can make the following workflow changes for both the BMC Remedy OnDemand and the BMC Remedy ITSM
environments. Use overlays for these changes so that there is a way to track the changes that are made, even if the
code that is added is new code.
To existing forms, add new workflows that do not affect the processing of existing workflows. You must
ensure that the new workflow does not change how the existing workflow runs through the process. Because
the process workflow can change from release to release, you should avoid these types of code changes.
Add new forms to the system and add new workflows to support the processes on these new forms.
Add new workflows to read data from your new forms. This can involve either:
Adding active links to the main forms associated with new buttons or links
Adding table fields to existing forms to read data from newly added forms and the workflow to interact
with the tables
If you are making changes to key processes in the application, you should avoid changing the following workflow
processes:
Status flows
Permission-based workflow (multi-tenancy, support groups)
Interactions with processes such as approvals and BMC Remedy Assignment Engine
Interface forms
Most of the changes that are required for these processes can be done by configuring the data that drives them.
Continue to use this method to make changes to how these processes work, rather than making changes to the
underlying code which drives these processes.
The following recommendations apply to both the BMC Remedy OnDemand and the BMC Remedy ITSM
environments:
Use service calls to avoid performance impacts. Evaluate the data that you want to pull into a new form. If
you determine that a number of queries must be completed via active links to retrieve the data, perform the
following actions:
Investigate using filters instead of active links.
Use a service call from an active link to reduce the number of server calls required to retrieve the
information.
Note
For more information about customization designs for the BMC Remedy
OnDemand and on-premise environments, see . Customization designs
Use escalations sparingly and only to add to new forms due to the potential impact on system performance.
Do not change out-of-the-box web services due to the potential impact on applications that might use these
web services for integration purposes. Changes to out-of-the-box web services might be overwritten during
an upgrade. The best solution is to copy an out-of-the-box web service and extend that web service for any
specific requirement.
Use a namespace that does not conflict with out-of-the-box or future system workflows to build any workflow
that is added to the system. You can use a unique prefix for your application objects to avoid any future
workflow conflicts if multiple companies are running on the same instance of the BMC Remedy AR System
server.
Related topic
Customized BMC Remedy ITSM workflow
User interface change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM
You can change the user interface via data changes at the configuration level, and you can preserve these changes
during upgrades. Many of the menus that are displayed in the system can be extended via changes to back-end
forms. For more information, see . User interface objects
If you are updating a view within the system to add new fields or rearrange how a view is laid out, make an overlay
of the form and the view you are changing to preserve your changes during an upgrade.
Note
An overlay of a view enables you to copy the out-of-the-box view and make changes to that view.
However, during an upgrade, the application may change the base view. In this case, you will
need to merge your view changes either back to the upgraded view of the form or merge the
changes from the upgrade view to the overlaid view.
For a new view, you can add user interface widgets to:
Retrieve data from other forms
Change the layout structure of the data
The following recommendations apply to both the BMC Remedy OnDemand and BMC Remedy ITSM environments:
Add any new table fields to a view or a form with care due to the potential performance impact. Consider that
a table should be refreshed only when the data is needed. It must have a qualification that makes use of
indexes in order to search forms with lots of data. The table must use data chunking to limit the rows that are
returned at any given time. It must have a qualification that uses indexes to search forms with lots of data.
One possible way to reduce the load on the primary forms is to add a new user interface workflow to a newly
created form, and then add a view field to the existing form that can load that newly created form. This way
enables these changes to be isolated from the exiting form, and better overall system performance. For more
information, see . User interface objects
Avoid polling menus or active links due to potential performance impacts.
Any forms or views that are added must use field IDs that are outside of the range reserved by BMC
Software. For more information, see . User interface objects
Branding the interface using Skins
The goal of branding is to typically change the color scheme, icons, and/or background images to meet your
corporate standards.
BMC Remedy AR System provides the Skins feature that enables you to brand an application. Use Skins to make
changes to an application's color scheme and the images on buttons. Skins are configured using data rather than
customized using the application itself so they are fully supported during an upgrade. For more information on the
Skins feature, see . Applying skins to form views
You can change the icons on the BMC Remedy AR System Mid-Tier login screen. You should not change the CSS
file that comes with BMC Remedy AR System. The best way to change the images on the login screen is to replace
the image that is referenced:
In the BMC Remedy Mid-Tier images directory, replace the and files with the files login_image.jpg login_logo.gif
provided for the customer. The reference to the files is as follows:
String login_img = "images/login_image.jpg";String logo_img = "images/login_logo.gif";
Related topics
Customized BMC Remedy ITSM fields
Customized BMC Remedy ITSM buttons
Customized BMC Remedy ITSM form views
Customized BMC Remedy ITSM tooltips
Customized BMC Remedy ITSM process flow bar
Forms change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM
The following guidelines explain how to make form changes so that your changes are not affected by system
upgrade. They apply to both the BMC Remedy OnDemand and BMC Remedy ITSM environments. As with any
code changes, they should only be done through overlays.
You can add new fields. However, avoid adding new required fields because you may need to change
existing integrations. Alternatively, you can provide a default value for the new required field so that it can be
set automatically if an older integration interfaces with the application.
Add new fields in the field ID range that is not reserved by BMC. For more information, see User interface
. objects
Do not remove any existing fields, because it can potentially affect the overall processing of the applications
and affect existing workflow. If you do not wish to have a field appear to a user, use an overlay of the form
and view to remove the field from the view so that it is not visible to the user.
Do not change the properties of existing fields, including whether they are required fields, data types, and
pattern matching, because it can affect the existing processing of the record, and are overwritten during an
upgrade. If you need to change these properties, create a new field, change the properties on that field as
appropriate, and then hide the original field.
You can add new forms but add them in your specific namespace.
You can add values to a linear selection field, but BMC does not recommend it because it causes data and
workflow issues.
You can add values to a nonlinear selection field.
If you add new fields to a form that should be accessible to integrations, they must also be exposed in the
interface forms and web services.
Administration change guidelines for BMC Remedy OnDemand and BMC Remedy ITSM
In general, changes to administrative actions might cause changes to the structure of the production environment.
Because of these structural changes, you must adopt a change control process and ensure that the changes are
managed and tested before introducing them into the production environment. This section discusses certain areas
that should not be configured on the production system.
BMC Atrium CMDB class model changes
BMC Atrium CMDB reconciliation rules changes
Note
This section provides mandatory rules to follow when working in the BMC Remedy OnDemand
environment. These rules should be treated as suggested best practices in the BMC Remedy
ITSM environment.
BMC Atrium CMDB class model changes
The BMC Atrium CMDB interface enables an administrator to add new classes or attributes by changing the data
that represents the data model structure of the application. These data changes result in BMC Remedy Action
Request (AR) System forms being added or modified in the BMC Remedy AR System server. After making any data
model changes, you must make the information available to the BMC Remedy ITSM applications. These changes
can affect the applications, so do not make them directly on the production system. Use a change control system
and manage the changes in the development environment. Test all changes with BMC Asset Management and the
BMC Atrium Discovery processes to make sure that they have no impact on existing application or integrations.
BMC Atrium CMDB reconciliation rules changes
BMC Atrium CMDB reconciliation uses data-driven rules that are set up by an administrator. They manage data flow
from a provider of data (such as BMC Atrium Discovery), how it is combined with data from other data providers,
and how it is published into the BMC Atrium CMDB production dataset. Changing reconciliation rules can affect how
data from discovery sources or even manually entered data is put into the CMDB. These changes can cause data to
not populate the CMDB or to populate it incorrectly. Because changing these rules can have an adverse impact on
the business, make these changes only be done on the development server under change control.
The BMC Service Level Management application is used to manage service level agreements (SLAs). The creation
of SLAs and service level targets causes workflow to be generated in the application and causes data to be
collected and evaluated as part of the overall processing of the application. Creating or updating an SLA or service
level target can result in escalations and measurements occurring incorrectly, which can result in noncompliance.
Because these targets must be built appropriately and because of the impact on the production system if they are
not and the potential performance impact of BMC Service Level Management adding workflow to the system, make
these changes only in the development environment.
The Software License Management module in BMC Asset Management defines the rules that ensure that a
business is in compliance with its license contracts. The process makes uses a rules-based engine to define how to:
Find software configuration items (CIs) in the BMC Atrium CMDB
Relate CIs to contracts and the rules for calculating whether the business is in compliance with its license
agreements
Software License Management contains the following functionality:
Defines the rules that the engine uses to do the connection and compliance checks.
Generates contracts and certificates to manage new licenses.
Changes to the rules used for the connection and compliance checks can adversely affect the environment by
producing inaccurate license counts. Make these changes only on a development system under change
management control.
Changes to contracts and certificates for managing new licenses leverage existing rules, so you can make changes
to them directly on the production system.
BMC Remedy OnDemand and BMC Remedy ITSM customizations
This information describes the types of customizations that you can make for each application and those which you
should not make. These customizations apply for both the BMC Remedy OnDemand and BMC Remedy ITSM
environments.
General customizations
For information about the functionality that is common across the BMC Remedy ITSM applications, and to identify
components of that functionality that can be customized and those that should not be customized, see:
Customized BMC Remedy ITSM table columns
Customized BMC Remedy ITSM work logs
Module and subsystem customizations
For more information, see:
Customized BMC Remedy ITSM foundation
Customized BMC Remedy ITSM relationships
Customized BMC Remedy ITSM notifications
You can add fields or change field information in your environment. Typically, you make field changes to accomplish
the following:
Capture some additional information about a record.
Provide a way to store a key to link to a separate table.
Change the context of an existing field to make it required (this can be accomplished by changing the field
itself or adding additional workflow against that field).
Manage the values of enumerated fields. The following types of enumerated fields are part of the
applications:
Custom fields are designed to have a gap between the enumerated values. You can add new values
in those gaps as long as you use odd number values. This will ensure that you have no conflicts with
values added by BMC.
For inline enumerated fields, you will want to add new values only to the end of the list because of the
impact that these changes have on existing workflow and data if you make changes to the middle of
the list.
When making field changes, know how the fields will be used by existing workflow and integrations. To ensure that
existing functionality will continue to work, understand the interface forms and application interactions. If one of
these interactions expects that a field is not available or is not required, your design must determine how to handle
these issues.
Recommendations for customizing fields in both BMC Remedy OnDemand and BMC Remedy ITSM
Regarding field changes, BMC recommends:
Do not change data types for existing fields. If you need a field to hold a different data type, add it as a new
field, and hide the existing field.
If you make an existing field required, add a default value. You can either change the properties of the field
itself or set the default by workflow. This will ensure that existing integrations to the form will continue to
work.
If a field must be accessible to other systems, ensure the field is added to the interface forms for that
application. Each application will have defined interfaces for creating, querying, and updating data. These are
documented in . In general, the naming convention for these forms is to add _Interface and API overview
_Interface_ as suffixes to the form name Create.
Follow the field ID standards for BMC Remedy ITSM applications to ensure that a field does not conflict with
another field added by BMC in future releases. (This requirement will not exist in the future because the BMC
Remedy Action Request System server will eventually provide the required functionality.)
The following field ID ranges are reserved by BMC and should not be used by you:
BMC Remedy AR System Reserved Ranges:
1 536,870,911
1,000,000,000 2,000,000,000
The following custom ranges are used by BMC, so you can use them: not
536,870,912 999,999,999
2,000,000,001 2,147,483,647
Note
When creating fields for BMC Remedy ITSM, explicitly ensure that the field IDs are not created
within the reserved ranges.
Do not change the database name for an existing field. Reports in the system typically make use of the
database field name when querying the database. You can change the display label of a field, but the
database name should remain consistent.
You can add new values to custom enumerated fields, but add only odd number values to prevent any future
conflicts with application upgrades.
Enumeration values are incremented with room to allow for values to be inserted between them
(1000, 2000, 3000 and so on).
You can add values anywhere in the list. Use odd numbers because even enumeration values are
reserved for BMC. Following is an example of inserting a value into a custom enumeration field:

For linear enumerated fields, you can add new values only to the end of the list. Otherwise, any value that
follows a new value added in the middle now has a new value, which impacts existing workflow. This
workflow would need to be updated. Also, any existing data in the system would need to be transformed to
handle the new value. Finally, any integrations that use this field would need to be updated. An example of a
linear enumerated field: Enumeration values are 1, 2,3,4,5, and so on.
Related topic
Creating and managing fields
One of the benefits of the BMC Remedy Action Request (AR) System platform is that you are able to customize the
layout of your forms. BMC provides a set of Best Practice views that are based on best practice workflows for each
BMC Remedy ITSM application.
1.
2.
3.
Tip
A Best Practice view is an improved version of the related form. In this view, the fields most
commonly used are immediately visible. You can access less frequently used functionality from
the tabbed sections of the form or from the links in the navigation pane. For example, on the
Incident request form, the field is included in the Best Practice view to encourage the Templates
use of templates.
You might want to update views to:
Place a new field appropriately in the user interface so that it can be accessed by an end user.
Adjust the layout of a view to make the flow more appropriate for the needs of a company (you might want to
hide unused fields, for example)
Change the color scheme of a form to make it fit in with your corporate "look and feel."
Note
Use overlays to make changes to views. The underlying view provided with an application may
change from version to version and some work will be required to merge your customizations
with changes that might occur for future versions of the application. Ensure that user interface
changes you make are limited. As much as possible, use the out-of-the-box forms layout.
When making changes to the views, ensure that you leverage the user interface to support the appropriate user
flows. Evaluate the views in the context of how an end user will use them, and then you can determine where to
place each new data field. The current Best Practice views assume that the user will start entering data in the fields
from top to bottom in the left column and then move to the right column to enter any other data that needs to be
captured.
The BMC Remedy ITSM applications display only data that is required most of the time in the main views. If data is
required only for some specific supporting actions, that data is moved to a separate dialog and is accessed via the
navigation bar on the left side of the form.
Recommendations for customizing forms in BMC Remedy OnDemand and BMC Remedy ITSM
BMC recommends that you use the following approach for making customizations to forms:
Instead of changing colors, backgrounds, and images directly in the view, leverage the BMC Remedy AR
System Skins feature. With the Skins feature, you use the Skins form to add data to reference the views
where you want to change the color or images or add a new color or image. These changes do not affect the
form definition itself, so all of these changes are backward compatible. For more information on the Skins
feature, see . Applying skins to form views
Always make changes using an overlay of the form and view.
Use the overlaid view in your workflow. Because the BMC Remedy AR System server uses the view name
as a unique identifier, the original view name must be used to ensure that workflow is not broken.
You can always go back to the original view provided with the application by disabling or deleting your overlay.
When updating views, ensure that you display only the required fields on a view. BMC Remedy AR System does not
require that a field be displayed on a view for it to be accessible via workflow. If you have a field that is there only to
support referencing other data, you do not have to display the field in any views.
In the BMC Remedy AR System view structure, each language has its own separate view on a form. If the change
that you make must be displayed in multiple languages, you must make the same change for each of the views that
represent each individual language, using the steps already given.
A button is a type of field that you can add to a form. The same issues concerning field IDs and views also apply to
buttons. The main reason to add a button is for workflow navigation to other forms or to enable the form to pull data
into it through the use of the new button.
When adding a new button, evaluate the functionality provided by the button and determine the most appropriate
place to put the button on an existing view. If the functionality will be used infrequently, you can add a link in the left
navigation bar instead of adding a button. The navigation bar enables you to add the functionality without cluttering
the view itself.
Recommendation
When adding buttons, use the same field ID structure that is recommended for fields. Also, if you
have the same functionality on many forms, ensure that you leverage the same field ID for all the
buttons across all of the forms so that they can share the workflow.
Tooltips display information when a user hovers over a field or row in a table. For example, tooltips in the BMC
Remedy ITSM applications can include information about the people related to the form, such as the requester,
customer, or assignee. They can also display data when the user hovers over a row in a table; for example, the
relationships table in BMC Remedy ITSM provides record details when you hover over the rows.
Recommendation
You can change the information in a tooltip; however, the data that you add to a tooltip must exist
on the current form. The reason is that pulling data each time you display a tooltip results in
performance issues from calls to the database, which should be avoided. Instead, BMC
recommends that you provide the data as a hidden column in a table field and display the data
from the table only when required. If the data is about a user, when you retrieve the initial user
information also retrieve all the other required information and store it in hidden fields.
You can change the existing workflows or add new workflows and still ensure that the new or modified workflows will
work successfully with the applications.
Adding a new workflow
Recommendations for customizing workflow in BMC Remedy OnDemand and BMC Remedy ITSM
Updating existing processes
Adding a new workflow
You can add a new workflow to extend the functionality of an application. However, that workflow needs to be built
so that it does not affect the primary flow of the application. Examples of workflows that you can add that would not
affect the processing of an application include:
Client-side workflow (active links) that provides for navigation to other forms or displays lookups to select
data that is pulled into the existing form
Server-side business logic (filters) that perform the following operations:
Validation of data in new fields that have been added
Additional notifications (either as integration points to the BMC Remedy ITSM Notification Engine or
as separate BMC Remedy Action Request System notifications)
Pushing data into other forms that have been added
Tip
The Notification Engine provides a back-end workflow model for defining which
notifications should be sent, based on events in the application. For further
information about the BMC Remedy ITSM Notification Engine, seeNotification
. Engine
Setting data from newly added forms into fields that have been added
Server-side Escalation Logic, which enables data to be polled periodically and permits actions to be
performed on this data. You can add this functionality to new forms, but use caution when you are adding it
to existing forms because it might impact system performance.
Menu Objects, which you can add to fields to enable the lookup of data to populate fields. If you define a
menu as a type-ahead menu, it will show values based on the data being entered in the field. However, use
this option sparingly to avoid performance impacts on the form.
Recommendations for customizing workflow in BMC Remedy OnDemand and BMC Remedy ITSM
Ensure that existing optional processes are not changed to required processes, because this will affect existing
integrations that do not expect required functionality. To ensure that you are not affecting other workflows, BMC
recommends that you leverage the BMC Remedy AR System functionality that shows the workflow that is
associated with a field. This will enable you to see which functions are affected by populating a specific field with
data.
After you have ensured that your new workflow will not affect existing functionality, build and test your new workflow.
Provide a name for your workflow that identifies it as your new workflow. BMC recommends that you add a new or
modified identifier to the name of your object as either a prefix or suffix. This will ensure that the workflow is not
overwritten during an upgrade. Also, it will enable you to see which workflow is added or modified. Adding
comments to the tab for the workflow object will also track changes made to the workflow. The Change History
following information shows an example of how to document workflow changes.
Sample customer document
If changes are required to out-of-the-box workflow to support your customizations, use overlays to make changes to
the BMC Remedy AR System workflow objects. This will ensure that these changes are preserved after an upgrade.
If you want to revert back to the original functionality of the application, you will disable or remove the overlay for
these objects.
Updating existing processes
This information discusses how to update existing application processes.
Status
The status workflow provides functionality that is critical to the running of the applications. Status drives the process
flows for the applications. The applications have a specific field that drives status flows (for example, see the Status
field in the Incident Request window for BMC Service Desk: Incident Management that follows). Typically, this is
Field ID 7, except for BMC Change Management, which has a different field ID so it can have more controllable
status transitions. The following information describes:
The status components that cannot be changed due to their involvement in processing applications
The functionality that you can change and how you can implement these changes
Because status values and basic flows are integral to the
processing of applications, you cannot change the
workflow that controls these areas. However, you can
customize other areas to extend the functionality of
applications, and in the case of BMC Change Management,
you can control the process flow via data.
Updating change status transitions
You can access the data-driven model for status transitions for BMC Change Management and Release
Management via the Process Flow Configuration window. This window enables you to change how a change record
moves between the existing status values. It also controls the status values that appear in the menu so that Status
just the values for appropriate transitions apply for the current state. Transitions are managed via data, so no
changes to code are required to manage status flow changes. For more information, see Change status transitions -
. Draft to complete with task phase management enabled
Process Flow Configuration window
1.
Updating status reason
The status reason is a value that is contextual to the current status. You can extend this field is to provide some
additional information for the current status or provide a way to trigger workflows from a function that occurs during
the specific status.
Components on the back-end include base workflow functionality, data, and an enumerated field that drives the
status reason. You can add values for additional status reasons, but BMC does not recommend it because you
would need to make additional changes to the selection fields.
If you make changes, you must perform the following actions:
Update the data in the SYS:Status Reason Menu Items form (shown in the following window) to add the
additional values for the menu. These items will be based on the value of the current status.
1.
2.
3.
Update the enumerated field (Field ID 1000000150) to add the new value. Use the same Status_Reason
enumeration as you did when you created the data record. Add a value that is an odd number so that it is
not impacted by future upgrades.
Ensure that the changes to this field are done on the HPD:IncidentInterface_Create form and the appropriate
forms for data loads for each application that you are changing.
Customized BMC Remedy ITSM table columns
Table fields enable users to view specific fields and requests from another (supporting) form or from the original
form in a spreadsheet format.
Each column title in the table field represents a field from the supporting form, and each row represents an entry
from the supporting form. If new entries are made to the supporting form, the user will see them when the table is
refreshed. For more information, see . Table fields
You can add data from a form that is referenced from a table field. You might want to do this to enable the data to be
seen in the table, or you might want to use the data in your workflow.
In order to customize a table's columns, you must create overlays of the BMC Remedy AR System form and view
that the table's fields reside on.
When adding columns, remember that these columns have field IDs and must be added using the field ID
. Also, follow the naming conventions discussed in to avoid conflicts with recommendations User interface objects
column names added by BMC.
There are various reasons for adding table columns. If you want to make the data visible to the end user, make sure
that the table column is visible and in a position that makes sense for a end user to see. If you are leveraging this
data for workflow, make sure that the table columns are hidden.
Recommendation
The most efficient way to retrieve data from a table is to include it in the table field and not build
additional workflow to obtain the field. This makes the workflow much more efficient. This is
important in . Use hidden table columns to show data in a tooltip because they reduce the tooltips
calls back to the system to retrieve record data that you are already displaying.
Customized BMC Remedy ITSM foundation
The BMC Remedy ITSM foundation contains all of the common data structures that are used across the BMC
Remedy ITSM applications. These include:
Operational categorization and product categorization
Company Information
People information
Assignment routing
Approval routing
Operational categorization and product categorization
Operational categorization is a structure that is leveraged by the BMC Remedy ITSM applications to define what
happens in a record. Product categorization is a structure that is leveraged by BMC Remedy ITSM and BMC Atrium
CMDB to categorize the configuration items (CIs). Both of these structures are used extensively within BMC
Remedy ITSM to perform a number of functions such as:
Assignment routing
Approval routing
Incident matching lookups
Reports and queries
Change process management
Relationship lookups
Any changes that are made to these structures have a ripple effect across all BMC Remedy ITSM applications and
BMC Atrium CMDB, so BMC does not recommend changing these structures. These structures can work with each
other to help drive the processes listed, so often you will find that designing both operational and product
categorizations appropriately provides the required functionality. Examples of how to define effective categorizations
are provided out-of-the-box.
Company Information
The company structure determines how multi-tenancy is used within the applications. Do not change the workflow
around how multi-tenancy is implemented in the applications, because it would have a ripple effect across all
applications.
1.
2.
3.
People information
The People Information form is a key structure for providing information about other structures within the application.
The following functions are driven by the People Information form:
Application permissions
Authentication
Notification subscriptions
Support group relationships
You can can add new fields and buttons to this form, but be aware that the people form also has a built-in model for
adding additional variables data. This functionality lets you add name or value part data sets, which will be related to
the people record. If all you require is information to be visible on the record, this might be the easiest way.
Reporting this information is not easy so the decision to add new fields or to use this functionality should be based
on whether you want to report on the data and whether you would want to pull this data into other forms. If you want
to pull data into other forms, add the field directly to the form, because this will work better from a performance
standpoint.
Assignment routing
The assignment routing forms provide the following functions:
Select a support group upon submitting a record
Provide data to the BMC Remedy Assignment Engine that assigns an individual to the record that uses
assignment rules
This functionality is tightly integrated across BMC Remedy ITSM. The typical customization is to add a field to use
the mappings for an application to pick a support group. To add this type of functionality, you must:
Add the appropriate data to your main form (for example, HPD:Help Desk).
Add the appropriate data to the Assignment Mapping form.
Extend the support group lookup workflow and menus to make use of this additional field in the qualifications.
Approval routing
The approval routing functionality is leveraged by BMC Service Request Management, BMC Change Management,
and BMC Asset Management to assign the appropriate approvers to the record. The following components are
leveraged by approvals:
Approval process lookups
Mappings for level or management of approval chains
Tip
An approval chain connects different kinds of approval processes together so that they
occur in sequence.
Approval rules in the BMC Remedy Approval Server
1.
2.
3.
1.
a.
b.
c.
d.
In addition, BMC Service Request Management enables to you build custom approval chains. This functionality is
data driven and enables you to take advantage of any fields on the form to link an approval process to a request.
You can add a new fields to a mapping for selecting an approval process or add an additional field to look up
individual approvers, but make these changes with care.
To extend the process selection process in BMC Service Request Management, use the approval chain
functionality, which is data driven and automatically generates the appropriate workflow to link the approval process
based on the required data. For more information, see . Configuring custom approval chains
For BMC Change Management and BMC Asset Management, you must make some changes to the workflow and
forms. You must add your new fields to the Approval Process Form and then you will need to change the approval
process workflow to look up the process based on that data.
To add a new field for individual approvers lookup:
Add the field to the approval mapping form.
Pull the field into the appropriate join forms.
Update the appropriate approval rules in the BMC Remedy Approval Server.
Customized BMC Remedy ITSM relationships
One of the key structures used to link BMC Remedy ITSM applications is the application relationship model. You
can use the relationship module to search for relationships and display the relationships in a table. From the table
you can then perform actions on the data via Quick Actions forms.
Adding new relationships requires you to make some changes to the data and certain selection fields to support the
display of the new relationship type in different languages. Such changes are not recommended.
You can easily change the Quick Actions section of a relationship, however, by adding some configuration data and
workflow, which triggers the configuration data to perform an action on the selected item in the table.
To make changes to the Quick Actions forms
Extend the data in the SYS:Request Type Action Lookup form:
Define the Association Type as ALL, which means that it appears for all associations.
For the Request Type Action, enter the name of the action to appear in the menu.
For the Associated On Form Name, enter the name of the form on which you are working.
For the Request Type, enter the object to which you are linking.
1.
d.
2. Add the workflow in the Quick Actions execute field that will trigger based on the selected request type.
Customized BMC Remedy ITSM work logs
Work logs track the changes that have happened for a record. The work log is composed of text fields that hold the
information, attachment fields to support attachments, and a type field that represents the type of captured
information.
Incident Work Info window
On the Work Info window, you can customize the field to add new values. New values that you add Work Info Type
should be odd numbers so they do not conflict with future values that BMC might add. Do not remove an
out-of-the-box Work Info Type values because their removal might cause upgrade problems.
The process flow bar is the area at the top of the main process screen that shows the overall process involved for a
particular application. At each stage of the process, a number of available actions can occur for each process state.
You can customize the process flow bar to extend the actions that can occur for any individual process state. You
cannot customize the process flow stages. For example, if you wanted to add a new value to the "Investigation and
Diagnosis" stage of an incident, you could add a new action to appear on the drop-down menu via configuration data
in the system, and then add your own Active Link workflow that would be triggered based on the selected data.
Customized BMC Remedy ITSM notifications
Notifications in the BMC Remedy ITSM applications are managed by a dedicated subsystem that sends out
notifications. This subsystem enables you to use configuration data to determine which notifications are sent out for
a user. You can access this information through the user's people profile record. You can also use data to configure
the text of the messages that are sent out.
You can add new notifications by performing the following actions:
Adding configuration data to define the notifications so that they are displayed in the notification registration
interface
Adding workflow that passes the notification information into the BMC Remedy ITSM Notification Engine
Note
BMC does not recommend making changes to the out-of-the-box notification workflow because
the changes might affect the processing of the applications. Instead, add new notifications that
support your notification functionality changes, and unsubscribe users from the old notifications.
This helps you to preserve notification functionality during an upgrade.
Email support
The BMC Remedy ITSM Notification Engine uses the as the mechanism to send out BMC Remedy Email Engine
email notifications. The current integration does not support inbound email or outbound email templates. The system
can be customized to provide support for inbound email, which is currently being handled via extensions created by
BMC Professional Services. For more information see . Notification Engine
Customizing BMC Remedy ITSM applications using overlays
The BMC Remedy AR System Overlays feature enables you to customize applications and avoid conflicts with
future application versions. The feature enables you to track customizations and preserve changes to your
application objects even if they are modified during an application upgrade.
An is a copy of a BMC Remedy AR System structure or workflow object that is used in place of the overlay origin
. Out-of-the-box BMC Remedy AR System application and server objects, and objects created in the Base object
Development mode of BMC Remedy Developer Studio, are origin objects.
Restrictions on using overlays
Overlayable objects
Non-overlayable objects
Recommendations for BMC Remedy OnDemand and BMC Remedy ITSM
To customize out-of-the-box BMC Remedy AR System objects and ensure that the customizations are not lost when
a BMC Remedy AR System application or server is upgraded, create an overlay of the origin object, and modify the
overlay instead of the origin object.
At run time, the BMC Remedy AR System server and clients (such as the mid tier) use overlay objects in place of
the origin objects. For example, if a filter is to be used during an operation and BMC Remedy AR System detects
that the filter has an overlay, the server executes the overlay filter instead of the origin filter. Or if a client is required
to fetch an object from the server and the object has been overlaid, the client fetches the object's overlay instead.
During upgrades, a BMC Remedy AR System installation program ignores overlays---it does not undo their
modifications, overwrite them, or delete them; in fact, it is unaware that overlays exist. The install program changes
only the objects that were installed with the application or server. After the upgrade, the application or server
continues to use the overlays instead of the origin objects for runtime operations.
Overlays also make it easy to identify all the customizations in your applications.
Restrictions on using overlays
Overlays perform the following functions: do not
Preserve customizations made to an object that is deleted during an application upgrade. If an existing object
in your production environment is deleted during an application upgrade, any overlay of the object is deleted
as well.
Automatically merge customizations with functionality added during upgrades. For example, if a filter has
three new actions in an upgraded application, those actions will not automatically be added to the filter's
existing overlay. Instead, you must identify the new actions by comparing the overlay to the upgraded origin
object and then add them to the overlay if you decide to use them.
Enable you to make all possible changes to BMC Remedy AR System objects. For example, you cannot
make changes that would alter the underlying database, such as changing a field's data type.
Overlayable objects
You can create overlays for the following objects:
Active links
Images
Active link guides
Local applications
Escalations
Menus
Filters
Packing lists
Filter guides
Views
Forms
Web services
Fields
Deployable applications
Non-overlayable objects
You cannot create overlays for the following items:
Custom objects A custom object is an object created by a BMC Remedy AR System user. Upgrades do
not modify or destroy custom objects.
Overlaid objects You cannot create multiple overlays for the same object.
Overlay objects You cannot create overlays of overlays.
Form data BMC Remedy Distributed Server Option (DSO) mappings, DSO pools, flashboards, Skins, and
templates are stored as data in a form. They are not BMC Remedy AR System objects. Therefore, you
cannot use overlays to customize them, and any modifications that you make to them might be lost when an
application or server is upgraded.
For more information concerning overlays, see . Customizing applications using overlays and custom objects
Recommendations for BMC Remedy OnDemand and BMC Remedy ITSM
To make code changes to BMC Remedy ITSM applications that are retained when you upgrade:
Make any customizations to out-of-the-box workflow using overlays when you are customizing BMC Remedy
applications. Overlays protect the customization from being lost during an upgrade.
Use an overlay to customize a field but ensure that the field continues to be used for the same purpose.
Overlays do not protect the contents of fields,so re-purposing an existing field to do something other than
what it was originally designed for can cause issues in the applications and the code using the field.
When making a user interface change, make a form overlay and then make an overlay of the view that you
are working on. During an upgrade, your changes will be saved but you must ensure that making these
changes as overlays will not merge user interface changes in future application releases with the overlaid
view.
Take performance into account when making any code changes. If you add an active link workflow, you must
ensure that it does not make the same server calls as an existing workflow, which would impact performance.
Tune user interface widgets such as table fields to use indexes and chunking. They should display data only
when that data is required.
Note
In the BMC Remedy OnDemand environment, you must use overlays to customize objects. Also,
when you use overlays you still must test your customizations when you upgrade.
Developing integrations
This section of the information is for developers who want to use the application interfaces associated with BMC
Remedy ITSM to enable external applications, such as web services, to create, modify, and search for tickets within
the BMC Remedy ITSM applications.
Integration model
BMC Remedy ITSM integrations
Testing web services using soapUI
This section focuses particularly on web services. For information about other integration types, see . Integrating
To take full advantage of the information presented, you should have a working knowledge of the BMC Remedy
Action Request System (BMC Remedy AR System) and the BMC Remedy ITSM applications' common foundation.
Web services information is provided for the following applications:
BMC Service Desk: Incident Management
BMC Service Desk: Problem Management
Note
The Release Management module is also described in Change Management and Release
. Management web services
For information on integration with the BMC's Task Management System module, seeTask Management web
. services
This information includes:
Descriptions of inputs and outputs for the interface form
Descriptions of the web services inputs and outputs, which provide a real working example of how to use the
interface forms
Integration model
One of the design requirements for the BMC Remedy ITSM Suite is that all applications and modules must provide
defined interfaces for integration purposes. These interfaces abstract the applications that integrate with the
The common model for interface forms is to use display-only forms to manage the creation of records and
relationships, and to use join forms to manage queries and modify actions.
Recommendation
All integrations with the Incident Management and Problem Management features of BMC
Service Desk, BMC Change Management, TMS, and Cost Module should use the provided
interface forms. This abstracts any future integration from underlying changes to those
In addition to the interface forms, web services are provided for most of the applications. The web services
interfaces are a layer on top of the interface forms, and provide basic define, modify, and query capability to the
Integration methods
Associating entries with configuration items
Work information creation
Creating a service request entry
Mapping assignments
Web service function mapping
Functions
Sample code
Integration methods
You can integrate applications with BMC Remedy ITSM using any of the following methods:
Web services client Moves information in and retrieves information from ITSM applications. For more
information, see . Using web services
BMC Remedy APIs For more information, see and Using BMC Remedy APIs Using the BMC Remedy AR
. System API for integration
LDAP Integration Imports existing user names so you can grant permission to access applications.
Vendor and View Forms Retrieves and displays data from external data sources in ITSM
applications.
XML Import and Export Using XML, data and view definition files can be imported and exported
into and out of BMC Remedy AR System. This allows administrators to localize data easily and to
share data across databases and applications not related to BMC Remedy applications and their
databases.
ODBC type integrations For example: Excel integration based on BMC Remedy AR System that
imports user names into the ITSM foundation's People form.
Use the integration forms to create, modify, and query information about BMC Remedy ITSM through web
service clients or through third-party applications that use the standard Remedy API. For more information
about how integrations work, see . Integrating
Using web services
Web services are the most efficient way of integrating with BMC Remedy ITSM, because they eliminate the need to
create API applications. With web services, you use a web services client to access the web services functions
available in BMC Remedy ITSM (customers, however, can choose to develop their own web service client
application).
For example, an event occurs in an event-based system that causes the web services client to connect to BMC
Remedy ITSM and create an Incident, Problem, Change, or Purchase Order ticket.
Using BMC Remedy APIs
Using various BMC Remedy APIs (Java API, C API, and Plug-ins), you can integrate a third-party application with
BMC Remedy ITSM. Using the field reference tables listed under the Developing integrations section of the
application documentation, you can determine what fields are needed to create, modify, and query Incident,
Problem, Change, and Purchase Order tickets.
For example, if you use a third-party application to identify incidents in a system, but have no way of tracking them,
you can access BMC Service Desk: Incident Management from the third-party application and create an incident
ticket by way of the BMC Remedy APIs.
Associating entries with configuration items
Any time you create an incident or infrastructure change entry, the architecture allows you to associate a
configuration item (CI) with the entry.
When an association is created, the association information is sent to the following forms:
AST:CMDB Associations
HPD:Associations
CHG:Association
Several methods can be used to associate CIs to incident or infrastructure change entries. One method requires that
you provide the following input values in order to create an association in the relationship table:
CI Name The name of a CI (as it appears in the Name field of an Asset record). For example, CI Name: D
. esktop Computer
Lookup Keyword The ClassId of a CI (as it appears in the ClassID field of an Asset record). For example,
Lookup Keyword: . BMC_COMPUTERSYSTEM
Another method requires that you provide the following input values in order to create the association in the
relationship table and populate the CI field found in the incident or infrastructure change forms:
CI Name The name of a CI (as it appears in the Name field of an Asset record). Specify this value in the H
field. For example, CI Name: . PD_CI Desktop Computer
CI Reconciliation ID The Reconciliation ID for a CI that uniquely identifies the CI across multiple data sets.
Specify this value in the field. HPD_CI_ReconID
ClassId The ClassId of a CI (as it appears in the ClassID field of an Asset record. Specify this value in the
field. For example, . HPD_CI_FormName HPD_CI_FormName:BMC_COMPUTERSYSTEM
CI Form Name The name of the form that stores a CI. For example, z1D_CI_FormName:AST:Computer
. System
When associating a service and populating the Service field with an incident or infrastructure change entry, you
must provide the following input values:
ServiceCI The name of a service (as it appears in the Name field of a Business Service record). For
example, ServiceCI: . Payroll Service
ServiceCI Reconciliation ID The Reconciliation ID of a service that uniquely identifies the service across
multiple data sets. Specify this value in the field. ServiceCI_ReconID
Work information creation
You can create work information entries any time you submit or modify a ticket. Do this by placing values in the work
information fields. For a list of the work information fields required to do this using an external application integration,
see and . Optional input field values Input fields
Note
You cannot add work information entries for the BMC Asset Management application.
Creating a service request entry
Requests for the BMC Change Management application and the Incident Management feature of the BMC Service
Desk application are created by the Requester Console in BMC Remedy ITSM. For more information, see Using the
. Requester console
Mapping assignments
To make sure Submit operations complete successfully, you must define the assignment mappings for each module.
These mappings are defined in the form. You need administrator permissions to modify this form. CFG:Assignment
Web service function mapping
The following table lists the available web services and their corresponding functions:
Web service name Functions within the web service
HPD_IncidentInterface_Create_WS HelpDesk_Submit_Service
HPD_IncidentInterface_WS HelpDesk_Modify_Service
HelpDesk_Query_Service
HelpDesk_QueryList_Service
HelpDesk_GetWorkInfoList
HPD_IncidentRelationshipInterface_WS GetListOfRelatedIncidents
CHG_ChangeInterface_Create_WS Change_Submit_Service
CHG_ChangeInterface_WS Change_Modify_Service
Change_Query_Service
Change_QueryList_Service
Change_GetWorkInfoList
CHG_ChangeRelationshipInterface_WS GetListOfRelatedChanges
RMS_ReleaseInterface_WS Release_GetWorkInfoList
RMS_ReleaseRelationshipInterface_WS GetListOfRelatedReleases
PBM_ProblemInterface_Create_WS Problem_Submit_Service
KnownError_Submit_Service
Solution_Submit_Service
PBM_ProblemInterface_WS Problem_Modify_Service
Problem_Query_Service
Problem_QueryList_Service
Problem_GetWorkInfoList
PBM_KnownErrorInterface_WS KnownError_Modify_Service
KnownError_Query_Service
KnownError_QueryList_Service
KnownError_GetWorkInfoList
PBM_KnownErrorRelationshipInterface_WS GetListOfRelatedKnownErrors
PBM_ProblemRelationshipInterface_WS GetListOfRelatedProblems
PBM_SolutionInterfaceWS Solution_Modify_Service
Solution_Query_Service
Solution_QueryList_Service
Solution_AddKeyword_Service
AST_CIUnavaiability_WS GetListOfUnavailability
AST_PurchaseOrder_WS Update_PO_Confirmation
Get_Specific_PO
Get_List_Of_New_Pos
AST_PurchaseOrder_WS_noDate Update_PO_Configuration
Get_Specific_Confirmation
Get_List_Of_New_Pos
AST_PurchaseOrderInterface_WS PO_Modify_Service
PO_Query_Service
PO_GetListofNewPO_Service
TMS_TaskInterface QueryTaskOnly
QueryTaskPlusWorkInfo
QueryTaskPlusRelationships
QueryTaskPlusRelationships AndWorkInfo
UpdateTaskOnly
UpdateTaskAndWorkInfo
Functions
This section provides a brief overview of the following functions:
Submit functions
Modify functions
Query functions
Submit functions
Submit functions are used to create a record; for example, opening a form in New mode, then saving it as a new
record. Each subsection describing submit functions can contain the following tables:
Required input field values
These fields are required and a record is not created if they have null values.
Optional input field values
These fields are not required to create an entry, but they might need to be populated, depending on the
status the entry to be created. (See the Notes column in each table for more information about specific
fields).
Fields set by workflow
The values in these fields are generated by workflow that is triggered by the input fields (required and
optional) only. When using web services, they are not exposed to the user.
For example, the Priority field value is calculated when you populate the Impact and Urgency fields.
When a record is created successfully, the newly created record ID is returned.
Modify functions
The creation of work log entries is the only workflow triggered by a modify function. When using web services, if
there are populated fields in the main form that you want to modify, specify those values in the corresponding web
service fields.
Warning
If you specify a null value, the null value overwrites the value currently in the form.
Note
There is no returned value to signal that a record has been modified.
Query functions
The query functions are web service-specific operations.
When using web service functions, you must specify the ticket number on which to query ( < module>Query_Servic
). e ), or a valid AR System qualification--if you query from a list of entries ( _module < >_QueryList_service
The "LIKE" operator can be used in the qualification of an unlimited character field length, this type of field is stored
as a CLOB in the database. An example of such a field is the 'Justification' field on the Purchase Requisition.
Sample code
You can see examples of API code in . Developing an API program
BMC Remedy ITSM integrations
BMC Remedy ITSM applications each provide a set of interfaces that can be used for integrations between
applications.
BMC Asset Management interfaces
BMC Asset Management provides a set of interfaces that other applications can use to integrate with the BMC Asset
Management application.
Interfaces to BMC Asset Management include interface forms and web services. The BMC Atrium CMDB API can
be used for creating, modifying, and deleting CIs and relationships.
For more information, see . Creating BMC Asset Management web services
BMC Change Management interfaces
BMC Change Management provides a set of interfaces that other applications can use to integrate with the BMC
Remedy Change Management application.
These interfaces include a set of BMC Remedy AR System forms that provide the ability to define, query, and
modify both change requests and release requests. The interfaces also include web services interfaces that are built
on these forms to provide a mechanism for interacting with the BMC Change Management application using web
services. The interfaces, including web services, are available for both the Change Management and Release
Management modules.
For more information, see and Change Management and Release Management web services Task Management
. web services
BMC Service Desk interfaces
BMC Service Desk provides a set of interfaces that other applications can use to integrate with the Incident
Management and Problem Management features of BMC Service Desk.
These interfaces include a set of BMC Remedy AR System forms that provide the ability to define, query, and
modify incidents. They also include web services interfaces that are built on these forms to provide a mechanism to
interact with the Incident Management feature using web services.
For more information, see in the BMC Service Desk documentation. Developing Integrations
Related topics
CAI plug-in interfaces
CAI plug-in permission model
CAI plug-in interfaces
The web service setup for the Command Automation Interface (CAI) is a "complex" web service, which means it is
made up of multiple components and presented as a single interface.
The two CAI components, CAI:Events and CAI:EventParameters, are defined as a single web service.
CAI plug-in permission model
The Command Automation Interface (CAI) has the Command Event Master role, which by default is mapped to the
1.
2.
3.
4.
1.
2.
3.
Command Event Master group and can be granted to users using the People form.
Only users in this group and BMC Remedy AR System administrators can access the CAI forms and update fields
on those forms. For implementation of event error handling, integrating applications must have the same group and
role mapping.
Testing web services using soapUI
Testing web services requires the use of a web services client. Although any typical development environment (for
example, Java, .Net, or Perl) has some capability to consume web services, BMC recommends that you use soapUI
for testing. soapUI is a widely used open-source tool for testing web services. To download soapUI, go to http://www
. .soapui.org/
This topic contains the following information:
Acquiring the WSDL description
Creating a project in soapUI
Modifying and submitting the web services request
Setting up a web services request to create an incident
Submitting and viewing response data
Handling group assignment
Adding more fields
Using Perl to create an incident
Acquiring the WSDL description
Web services testing and development is based on the use of the Web Services Description Language (WSDL)
description for a web service and its various inputs and outputs. Each web service in BMC Remedy has an
associated WSDL description. Most of the out-of-the-box web services in BMC Remedy are password protected,
which prevents you from directly downloading the WSDL from within soapUI or a development environment.
To acquire the WSDL description for a web service
Open a browser and log on to your BMC Remedy AR System environment.
After accessing the BMC Remedy home page, change the URL in the address bar to https://<midtierServer
. >/arsys/WSDL/protected/list
A list of the web services that are exposed by the BMC Remedy platform is displayed.
Click the link for the required web service to download the WSDL description to your browser.
Save the resulting XML content to a file.
Creating a project in soapUI
In the soapUI menu, select . File > New soapUI project
Assign a name to the project.
In the text box, navigate to the saved WSDL file that you have already downloaded. If the BMC Initial WSDL
3.
1.
Remedy web service is marked as public, you can enter the URL for the WSDL in the text box. Initial WSDL
Most services are marked as protected in BMC Remedy, requiring a separate download.
After you create the project, a sample request for each method exposed by the web service is displayed under the
project in the left-side navigator.
Modifying and submitting the web services request
Now that you have a prebuilt request, perform the following steps to modify and submit the request:
Supply any required values by replacing the in each field with the appropriate value. ?
Fields that are not required are prefixed with an XML comment of optional. If you do not supply a value for an
optional field, delete or comment it out from the XML request.
The following example is for the HelpDesk_Query_Service for the HPD_IncidentInterface web service:
<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:urn="urn:HPD_IncidentInterface_WS">
<soapenv:Header>
<urn:AuthenticationInfo>
<urn:userName>?</urn:userName>
<urn:password>?</urn:password>

<urn:authentication>?</urn:authentication>

<urn:locale>?</urn:locale>

<urn:timeZone>?</urn:timeZone>
</urn:AuthenticationInfo>
</soapenv:Header>
<soapenv:Body>
<urn:HelpDesk_Query_Service>
<urn:Incident_Number>?</urn:Incident_Number>
</urn:HelpDesk_Query_Service>
</soapenv:Body>
</soapenv:Envelope>
To submit the request, you must supply values for , , and , and then userName password Incident_Number
remove the optional values, which results in the following XML:
1.
2.
xmlns:urn="urn:HPD_IncidentInterface_WS">
<soapenv:Header>
<urn:userName>YOUR_REMEDY_USER_NAME</urn:userName>
<urn:password>YOUR_REMEDY_PASSWORD</urn:password>
</soapenv:Header>
<soapenv:Body>
<urn:HelpDesk_Query_Service>
<urn:Incident_Number>INC0000009999</urn:Incident_Number>
</urn:HelpDesk_Query_Service>
</soapenv:Body>
</soapenv:Envelope>
Click (green arrow) to send the request to the BMC Remedy web service. Submit
The resulting content is displayed in the right-hand side of the request.
Setting up a web services request to create an incident
The main web service in BMC Remedy ITSM for creating incidents is HPD_IncidentInterface_Create_WS. This web
service has just one method, which is HelpDesk_Submit_Service, and it allows you to create a new incident.
Set up a project in soapUI using the WSDL for this web service, and open the generated request. Following is an
example.
Note
Individual customer sites might overlay or modify this standard service, so different customer
sites might have different services.
xmlns:urn="urn:HPD_IncidentInterface_Create_WS">
<soapenv:Header>
<urn:userName>?</urn:userName>
<urn:password>?</urn:password>

<urn:authentication>?</urn:authentication>

<urn:locale>?</urn:locale>

<urn:timeZone>?</urn:timeZone>
</soapenv:Header>
<soapenv:Body>
<urn:HelpDesk_Submit_Service>

<urn:Assigned_Group>?</urn:Assigned_Group>

<urn:Assigned_Group_Shift_Name>?</urn:Assigned_Group_Shift_Name>

<urn:Assigned_Support_Company>?</urn:Assigned_Support_Company>

<urn:Assigned_Support_Organization>?</urn:Assigned_Support_Organization>

<urn:Assignee>?</urn:Assignee>

<urn:Categorization_Tier_1>?</urn:Categorization_Tier_1>



<urn:CI_Name>?</urn:CI_Name>

<urn:Closure_Manufacturer>?</urn:Closure_Manufacturer>

<urn:Closure_Product_Category_Tier1>?</urn:Closure_Product_Category_Tier1>



<urn:Closure_Product_Model_Version>?</urn:Closure_Product_Model_Version>

<urn:Closure_Product_Name>?</urn:Closure_Product_Name>

<urn:Department>?</urn:Department>
<urn:First_Name>?</urn:First_Name>
<urn:Impact>?</urn:Impact>
<urn:Last_Name>?</urn:Last_Name>

<urn:Lookup_Keyword>?</urn:Lookup_Keyword>

<urn:Manufacturer>?</urn:Manufacturer>

<urn:Product_Categorization_Tier_1>?</urn:Product_Categorization_Tier_1>



<urn:Product_Model_Version>?</urn:Product_Model_Version>

<urn:Product_Name>?</urn:Product_Name>
<urn:Reported_Source>?</urn:Reported_Source>

<urn:Resolution>?</urn:Resolution>

<urn:Resolution_Category_Tier_1>?</urn:Resolution_Category_Tier_1>


<urn:Service_Type>?</urn:Service_Type>
<urn:Status>?</urn:Status>
<urn:Action>?</urn:Action>

<urn:Create_Request>?</urn:Create_Request>
<urn:Summary>?</urn:Summary>

<urn:Notes>?</urn:Notes>
<urn:Urgency>?</urn:Urgency>

<urn:Work_Info_Summary>?</urn:Work_Info_Summary>

<urn:Work_Info_Notes>?</urn:Work_Info_Notes>

<urn:Work_Info_Type>?</urn:Work_Info_Type>

<urn:Work_Info_Date>?</urn:Work_Info_Date>

<urn:Work_Info_Source>?</urn:Work_Info_Source>

<urn:Work_Info_Locked>?</urn:Work_Info_Locked>

<urn:Work_Info_View_Access>?</urn:Work_Info_View_Access>

<urn:Middle_Initial>?</urn:Middle_Initial>

<urn:Status_Reason>?</urn:Status_Reason>

<urn:Direct_Contact_First_Name>?</urn:Direct_Contact_First_Name>

<urn:Direct_Contact_Middle_Initial>?</urn:Direct_Contact_Middle_Initial>

<urn:Direct_Contact_Last_Name>?</urn:Direct_Contact_Last_Name>

<urn:TemplateID>?</urn:TemplateID>

<urn:ServiceCI>?</urn:ServiceCI>

<urn:ServiceCI_ReconID>?</urn:ServiceCI_ReconID>

<urn:HPD_CI>?</urn:HPD_CI>

<urn:HPD_CI_ReconID>?</urn:HPD_CI_ReconID>

<urn:HPD_CI_FormName>?</urn:HPD_CI_FormName>

<urn:WorkInfoAttachment1Name>?</urn:WorkInfoAttachment1Name>

<urn:WorkInfoAttachment1Data>cid:114727192956</urn:WorkInfoAttachment1Data>

<urn:WorkInfoAttachment1OrigSize>?</urn:WorkInfoAttachment1OrigSize>
</urn:HelpDesk_Submit_Service>
</soapenv:Body>
</soapenv:Envelope>
The BMC Remedy , , , , and fields must be populated with Impact Reported_Source Service_Type Status Urgency
values appropriate to the form. You can provide any suitable values as long as they are in the selection lists in the
form. The allowed values are also viewable in the downloaded WSDL.
You can also reduce this request to the minimum required fields that are required to create an incident by removing
all of the Optional fields from this XML, which results in the following XML:
<soapenv:Header>
<urn:userName>YOUR_REMEDY_USERNAME</urn:userName>
</soapenv:Header>
<soapenv:Body>
<urn:First_Name>YOUR_REMEDY_FIRSTNAME</urn:First_Name>
<urn:Impact>4-Minor/Localized</urn:Impact>
<urn:Last_Name>YOUR_REMEDY_LASTNAME</urn:Last_Name>
<urn:Reported_Source>Other</urn:Reported_Source>
<urn:Service_Type>User Service Request</urn:Service_Type>
<urn:Status>New</urn:Status>
<urn:Action>CREATE</urn:Action>
<urn:Summary>YOUR_SUMMARY_NOTES</urn:Summary>
<urn:Urgency>4-Low</urn:Urgency>
</soapenv:Body>
</soapenv:Envelope>
Submitting and viewing response data
Submit this completed web services request to generate an incident. The resulting return content is similar to the
followning example:
xmlns:xsd="http://www.w3.org/2001/XMLSchema"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<soapenv:Body>
<ns0:HelpDesk_Submit_ServiceResponse
xmlns:ns0="urn:HPD_IncidentInterface_Create_WS">
<ns0:Incident_Number>INC000000104613</ns0:Incident_Number>
</ns0:HelpDesk_Submit_ServiceResponse>
</soapenv:Body>
</soapenv:Envelope>
The response value has the generated incident number for the newly created incident.
Handling group assignment
A common issue that might occur is group assignment. You might receive an error message instead of an incident
number, indicating that no automatic group assignment could occur. In some customer environments, automatic
routing of incidents to groups is not enabled, so the web services request must include additional fields to assign the
incident to a group. The additional fields are , , and Assigned_Group Assigned_Support_Company Assigned_Su
: pport_Organization
<soapenv:Header>
</soapenv:Header>
<soapenv:Body>
<urn:Assigned_Group>YOUR_REMEDY_ASSIGN_GROUP</urn:Assigned_Group>
<urn:Assigned_Support_Company>YOUR_REMEDY_ASSIGN_COMPANY</urn:Assigned_
Support_Company>

<urn:Assigned_Support_Organization>YOUR_REMEDY_ASSIGN_ORGANIZATION</urn:Assigned_
Support_Organization>
</soapenv:Body>
</soapenv:Envelope>
Adding more fields
You can add any additional fields to the web services call as required, but the fields must stay in exactly the same
order as defined in the WSDL (original request). For example, to add the optional field, you can see that Notes Note
appears after and before in the original request, which results in the following XML: s Summary Urgency
<soapenv:Header>
</soapenv:Header>
<soapenv:Body>
<urn:Assigned_Group>YOUR_REMEDY_ASSIGN_GROUP</urn:Assigned_Group>
<urn:Assigned_Support_Company>YOUR_REMEDY_ASSIGN_COMPANY</urn:Assigned_
Support_Company>

<urn:Assigned_Support_Organization>YOUR_REMEDY_ASSIGN_ORGANIZATION</urn:Assigned_
Support_Organization>
<urn:Notes>YOUR_ADDITIONAL_NOTES</urn:Notes>
</soapenv:Body>
</soapenv:Envelope>
Using Perl to create an incident
To use the Perl environment to create an incident through web services, you must install the SOAP::Lite,
XML::Writer, and XML::Writer::String modules in the Perl environment. These modules are available from the
Comprehensive Perl Archive Network (CPAN) at . www.cpan.org
Following is an example of a Perl script that creates an incident for the BMC Remedy OnDemand environment:
#!/usr/bin/perl -w
use SOAP::Lite
# trace=>'all'
;
use XML::Writer;
use XML::Writer::String;
my $username = "YOUR_REMEDY_USERNAME";
my $password = "YOUR_REMEDY_PASSWORD";
my $timeZone = "";
my $incident_first_name = "YOUR_REMEDY_FIRSTNAME";
my $incident_last_name = "YOUR_REMEDY_LASTNAME";
my $incident_impact = "4-Minor/Localized";
my $incident_urgency = "4-Low";
my $incident_reported_source = "Other";
my $incident_service_type = "Infrastructure Event";
my $incident_summary = "YOUR_REMEDY_SUMMARY_NOTES";
my $create_proxy =
"https://midtierServer/arsys/services/ARService?server=onbmc-s&webService=HPD_Incident
Interface_Create_WS";
onbmc_create();
sub onbmc_create {
my @logininfo = (
SOAP::Header->name('userName' => $username)->type(''),
SOAP::Header->name('password' => $password)->type(''),
SOAP::Header->name('timeZone' => $timeZone)->type('')
);
my $header = SOAP::Header->name('AuthenticationInfo' =>
\SOAP::Header->value(@logininfo));
my @data = (
SOAP::Data->name(First_Name =>
$incident_first_name)->type('xsd:string'),
SOAP::Data->name(Impact =>
$incident_impact)->type('xsd:string'),
SOAP::Data->name(Last_Name =>
$incident_last_name)->type('xsd:string'),
SOAP::Data->name(Reported_Source =>
$incident_reported_source)->type('xsd:string'),
SOAP::Data->name(Service_Type =>
$incident_service_type)->type('xsd:string'),
SOAP::Data->name(Status => "New")->type('xsd:string'),
SOAP::Data->name(Action =>
"CREATE")->type('xsd:string'),
SOAP::Data->name(Summary =>
$incident_summary)->type('xsd:string'),
SOAP::Data->name(Urgency =>
$incident_urgency)->type('xsd:string')
);
my $soap = new SOAP::Lite proxy=>$create_proxy;
my $result=$soap->HelpDesk_Submit_Service($header, @data);
if ($result->fault) {
print "faultcode=" . $result->fault->{'faultcode'} . "\n";
print "faultstring=" . $result->fault->{'faultstring'} . "\n";
print "detail=" . $result->fault->{'detail'} . "\n";
}
if ($result->body && $result->body->{'HelpDesk_Submit_ServiceResponse'}) {
my %keyHash = %{ $result->body->{'HelpDesk_Submit_ServiceResponse'} };
foreach my $k (keys %keyHash) {
print "name=$k value=$keyHash{$k}\n";
}
}
}
Extending the Overview console
This section describes how to add columns to, or "extend", the Overview console. It also describes how to add
information from additional request forms. When extending the Overview console to include additional requests, you
might need to perform additional customizations to complete the process. This section covers only the addition of
request forms from a data perspective and does not include the customization of workflow.
Note
If you are upgrading from a customized ARDBC Overview console implementation of the
Overview console, the existing overlaid z2TH_ConsolidateTable1 table will still be configured to
use the SHR:ARDBC_OverviewConsole form. The steps contained in this section can be used to
prepare the database union structure in the back end, and after that is complete, the table can be
reconfigured to use the SHR:Union_OverviewConsole form to complete the implementation.
Configuration forms used when extending the Overview console
Adding a column to the Overview console
Adding additional requests to existing Overview console columns
Configuration forms used when extending the Overview console
This topic provides information about the Overview console configuration forms that you use when extending the
Overview console. These forms are available only to users with Administrator permissions and must be opened
using the direct URL through BMC Remedy Mid Tier.
The following table lists the forms and their purpose:
Overview console configuration forms
Form name Purpose
SHR:Union_DataSource_UsedBy Define the implementation area
SHR:Union_DataSource_Forms Define the source data forms
SHR:Union_DataSource_Fields Define the union fields that appear in the AR View Form
SHR:Union_DataSource_FieldMappings Define how the source fields map to the union fields
SHR:Union_ConfigurationConsole Used to view the configuration and build or rebuild the
database union structure
SHR:Union_OverviewConsole View form that points to the union view within the
database
If you are including a selection field that will contain enumerated values across the various source forms or different
request types, you must create a consolidated list of the values. For more information, see Adding new values to the
. overlay
For example, the following table shows how to map the Status Values (Field ID 7) from different request forms to the
field, which is displayed on the Overview console. The matching consolidated status values ConsolidatedStatus
appear in a list following the table.
Example source forms and status values
Source form Enumerated values with their ID
HPD:Help Desk New (0)
Assigned (1)
In Progress (2)
Pending (3)
Resolved (4)
Closed (5)
Cancelled (6)
PBM:Problem Investigation Draft (0)
Under Review (1)
Request For Authorization (2)
Assigned (3)
Under Investigation (4)
Pending (5)
Completed (6)
Rejected (7)
Closed (8)
Cancelled (9)
CHG:Infrastructure Change Draft (0)
Request For Change (2)
Planning In Progress (3)
Scheduled For Review (4)
Scheduled For Approval (5)
Scheduled (6)
Implementation In Progress (7)
Pending (8)
Rejected (9)
Completed (10)
Closed (11)
Cancelled (12)
XYZ:CustomForm New (0)
Custom Status A (1)
Custom Status B (2)
Custom Status C (3)
Closed (4)
The following list shows the consolidated status values that match the enumerated values shown in the preceding
table:
Draft (1000)
Under Review (3000)
New (6000)
Assigned (8000)
Request For Change (9000)
Planning In Progress (10000)
Scheduled For Review (11000)
Scheduled For Approval (12000)
Scheduled (14000)
Implementation In Progress (15000)
Under Investigation (17000)
In Progress (18000)
Pending (19000)
Resolved (25000)
Completed (27000)
Rejected (28000)
Closed (32000)
Cancelled (33000)
Custom Status A (90001)
Custom Status B (90003)
Custom Status C (90005)
Note
If the value already exists in the field, you do not need to add it again. If ConsolidatedStatus
you are adding the custom values to the field, use odd-numbered IDs to reduce the chance of
interfering with subsequent upgrades, which use even-numbered IDs.
Adding a column to the Overview console
After you determine which field or value to include on the Overview console, use the procedures in this section to
add a corresponding column to the Overview console.
As an example, these procedures add the field (Field ID: 536870913) and the Custom Character Custom
field (Field ID: 536870914) from various request forms. In the example, the field Selection Custom Selection
enumerated values are the same across the different source forms and do not require enumerated value
conversion.
1.
2.
3.
4.
Note
You can map different fields or values into the same column, but the data types of the fields must
be the same as the union field. If you specify a selection field, the values on each request form
must match; otherwise, you must create a selection field with a consolidated list of values and
use the option when you define the union field. For more Convert Enumerated Values
information, see . Adding additional requests to existing Overview console columns
Perform the following procedures in the order indicated by the list:

Creating configuration data for union fields
Creating mappings
Building the database union structure
Adding new fields to the overlay
Adding new columns to the table in the overlay
Viewing changes on the Overview console
Creating configuration data for union fields

In this procedure, you create the configuration data for the union field. You also create Custom Character Field
configuration data for the union field. Custom Selection Field
To define configuration data
Open the SHR:Union_DataSource_Fields form in New mode.
From the menu, select . Implementation Area Overview console
In the field, type the name of the custom character field for example, Union Field Name CUSTOM_CHAR
. _FIELD
Notes
In IBM DB2 environments, you must type the name in uppercase characters.
The field is blank. The system populates this field later. Union Field DataType
(Optional) Provide a value for the field. Union Default Value

This field is used by the system when a mapping is not found. Use single quotation marks to specify a default
value that is a string for example, 'N/A'.
4.
5.
6.
1.
2.
3.
4.
5.
Note
If you specify a value in the field, depending on your Union Default Value
customizations, you might need additional workflow or need to customize existing
workflow.
If the values that you are mapping come from a selection field, you can convert the
enumerated values to match those values specified in a consolidated version of the field.
In the example used in this topic, you do not need to set this value to . For more Yes
information, see . Adding additional requests to existing Overview console columns
Use the field to set the status. Status
The default status value is . If you must exclude a column at a later time, but you want to keep it in Enabled
the system, set the status to . All records associated with field records with a status of Offline Offline Union
(for example, field mappings) are ignored when the database union structure is built.
Note
Do not change the default value, . This value indicates that this Record Type Custom
record was added as a customization.
Repeat this procedure, specifying as the value in step 3. CUSTOM_SELECTION_FIELD Union Field Name
Creating mappings
Creating mappings
After you , create the mappings between the source forms and the union create the union field configuration data
field. You repeat this procedure to create mappings for each of the source forms that you are using.
To create mappings
Open the SHR:Union_DataSource_FieldMappings form in New mode.
From the menu, select . Implementation Area Overview Console
In the field, select the source form for example, HPD:Help Desk. Source Form
From the menu, select . Select Source Field Custom Character Field
Note
To ensure that you selected the correct field, verify that the source field ID matches the
field name. The source field ID is used when building or rebuilding the union structure. If
you select an incorrect source field, use the menu to select another Select Source Field
field to populate the associated source field information.

5.
6.
7.
1.
2.
3.
Using the menu, specify the CUSTOM_CHAR_FIELD for the union field name. Union Field Name
The default status value is . If you must exclude a mapping at a later time, but you want to keep it in Enabled
the system, set the status to . Offline mappings are ignored when the database union structure is Offline
built.
Note
Repeat this procedure, selecting as the source field in step 4, and Custom Selection Field
CUSTOM_SELECTION_FIELD as the value for the field in step 5. Union Field Name
After you , you build the database union structure. create mappings
To build the database union structure
Open the SHR:Union_ConfigurationConsole form either in Search mode or New mode.
From the menu, select . Implementation Area Overview Console
Tip
If you change the mappings or any other configuration records and need to refresh the
information displayed in the SHR:Union_ConfigurationConsole tables, reselect the Imple
menu. mentation Area
Click . Build/Rebuild Database Union Structure
This action removes the previous database union structure and replaces it with the new union fields and
mappings.
Note
If you include union fields or mappings that require enumerated value conversion, you
must set the flag to until you create the Bypass Enum Value Conversion Yes
corresponding field on the AR View form. The AR View form contains the Enum
consolidated list of enumerated values. For more information, see Adding additional
. requests to existing Overview console columns

1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
1.
2.
When a message informs you that the build of the database union structure is complete, perform the procedure
described in . Adding new fields to the overlay
Adding new fields to the overlay
After you , you add any new fields to the SHR:Union_OverviewConsole overlay. build the database union structure
To add new fields to the overlay
Open BMC Remedy Developer Studio in Best Practice Customization mode.
In the list, locate the SHR:Union_OverviewConsole form. Form
If an overlay has not yet been created for the form, right-click the form name in the list and select Create
. Overlay
The form opens automatically.
If you did not create the overlay in the preceding step, double-click the form name in the list to open it. Form
In the view that you are customizing, select from the menu. Create View Overlay Form
If you need to include a new custom field on the form, copy the field from the source field into the overlay.
Position the field in the view.
Note
This is a back-end form and is not visible to end users.
On the tab, change the attributes of each field to match the union field for Properties View Information
example, CUSTOM_CHAR_FIELD and CUSTOM_SELECTION_FIELD.
If the field ID number is within the reserved range of field ID numbers, change the field ID number.
If the fields that you are copying come from the base layer (that is, they are out-of-the-box fields), modify the
database name to include a prefix or suffix to ensure that the name does not conflict with any out-of-the-box
fields that might be added by subsequent system upgrades.
In a localized environment, if you are implementing selection fields, ensure that the localized alias values are
set as required.
Modify the additional field attributes, permissions, and so on, as required.
Save the form.

After you , you add any new columns to the SHR:OverviewConsole table in the overlay. add new fields to the overlay
To add new columns to the table in the overlay
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
In the list, locate the SHR:OverviewConsole form. Form
If an overlay has not yet been created for the form, right-click the form name in the list and select Form Crea
. te Overlay
The form opens automatically
Note
To show the columns on the Home page as well as on the main Overview console, which
is located under Foundation Elements, you must overlay the Default User View and the
Overview Homepage Content view (and any localized views that must be included).
Locate the table field (Field ID: 301444200), right-click the table, and select z2TH_ConsolidateTable1 Creat
. e Overlay
In the table tab, change the value to , and then save the form. Properties Others > Overlay Type Overwrite
In the table , click the attribute box to open the dialog Properties Tree/Table Property Tree/Table Property
box.
In the Fields from Remote Form SHR:Union_OverviewConsole and Local Form SHR:OverviewConsole
list, select the fields you need to add and then click the arrow ( ) to add them to the list. > Table Columns
Note
If you have created the overlay views for all applicable views, you can select the Add
option and click . Alternatively, you can columns to table in overlay views only OK
select the option to create overlays on all of the views Add columns to table in all views
and include the new column.
Modify any additional field attributes, permissions, and so on, for the new column as required.
Save the form.

To see the changes on the Overview console, flush the BMC Remedy Mid Tier cache.
Adding additional requests to existing Overview console columns
To add other custom requests to existing Overview console columns, you must determine which forms to include
and the data to show on the Overview console.
The following example shows how the fields on the hypothetical custom source form, XYZ:CustomForm, map
directly to the union fields and then, indirectly, to the Overview console table, along with any additional
considerations.
In this example, assume the following information:
Source Form: XYZ:CustomForm
Database View Name: XYZ_CustomForm
Example source form mappings
Source form field Union field mapping Overview console
mapping
Additional notes
Request ID ID Request ID If there is a user-facing ID
different from the Request
ID, map that value here
instead.
Request ID REQUESTID Not applicable Required (must be unique
across all request forms)
Assigned Group ASSIGNEE_GROUP Assignee Group None
Assignee ASSIGNEE Assignee None
Create Date CREATE_DATE Submit Date None
Priority PRIORITY Priority None
Short Description DESCRIPTION Summary None
TicketType TICKETTYPE Request Type Add the ticket type
enumerated value for the
form to the Custom Ticket
field on Type
SHR:Union_OverviewCon
sole view form overlay.
Ensure that the values or
IDs on the source form
match the values or IDs on
SHR:Union_OverviewCon
sole. Because this is a
linear selection field, you
might need to make
changes to the field if a
new ticket type is
introduced in a later
release.
1.
2.
3.
Status CONSOLIDATEDSTATUS Status This requires enumerated
value conversion, as well
as additional steps
identified below if there are
values that do not already
exist in the Consolidated
field. Status
InstanceId APPINSTANCEID instanceId None
Lookup Keyword LOOKUPKEYWORD Lookup Keyword The qualification building
workflow can use this for
inclusion of the records on
the Overview console.
Vendor Assignee Groups VENDOR_ASSIGNEE_GR
OUP
Not applicable Required
Assignee Groups ASSIGNEE_GROUPS Not applicable Required
Note
Review the Overview console workflow to identify references to the column values and to ensure
that the existing functionality works with the new request. This topic covers only the steps to
create the mappings to make the data is available; it does not consider any of the workflow that
might depend on those values.
To add additional requests to an existing Overview console, perform the following procedures in the order indicated
by the list:
Creating the source form record
Creating mappings between source form and union fields
Adding new values to the overlay
Creating the database union structure
Viewing records on the Overview console

Open the SHR:Union_DataSource_Forms form in New mode.
In the , select the Overview console. Implementation Area
3.
4.
5.
6.
1.
2.
3.
4.
5.
6.
7.
From the menu, select . Source Form XYZ:CustomForm
Click inside the field. It contains a suggested value based on the form that you Database View Name
selected. If necessary, you can change the name. If you change the name, ensure that it contains
alphanumeric characters and underscores only.
The default status value is . To exclude a request at a later time, but keep it in the system for use, Enabled
change the status to . All records associated with source form records with a status of Offline (for Offline
example, field mappings) are ignored when the database union structure is being built.
Note
Repeat this procedure for any additional source forms that you must add.

After you , you must create the mappings between the source form and the union define the source form record
fields.
To create mappings between source forms and union fields
Open the form in New mode. SHR:Union_DataSource_FieldMappings
In the , select . Implementation Area Overview console
In the area, select . Source Form XYZ:CustomForm
From the menu, choose the source field request ID. Select Source Field
Verify that the source field ID is correct.
The system uses this ID to build the union structure.
Note
If you select an incorrect source field, use the menu to select Select Source Field
another field, which will populate the associated Source Field information.
From the menu, specify for the value. Union Field Name ID Union Field Name
The default status value is . If you must exclude a mapping at a later time, but you want to keep it in Enabled
the system, set the status to . Offline mappings are ignored when the database union structure is Offline
built.
7.
8.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Note
Repeat this procedure for the remaining mappings that you identified in . In Determine the forms to include
this example, use the information specified in the "Example source form mappings" table.

When you finish add the new values, as needed, to creating mappings between the source form and the union fields
the SHR:Union_OverviewConsole overlay.
To add new values to the overlay
In the list, locate the SHR:Union_OverviewConsole form. Form
If an overlay has not yet been created for the form, right-click the form name in the list and select Form Crea
. te Overlay
The form opens automatically.
Select (ID: 301569500). ConsolidatedStatus
Right-click and select . ConsolidatedStatus Create Overlay
Right-click and select . ConsolidatedStatus Add Field To View Overlay
On the tab, change to . Field Properties Others > Overlay Type Others > Overwrite
On the tab, navigate to and add any missing enumerated status Field Properties Attributes > Selections
values that are used in the field of the source form. Status
The Selection values must match the corresponding selection values from the source form exactly. Also, the
new IDs must be odd numbers, which prevents them from conflicting with any out-of-the-box IDs introduced
by subsequent upgrades.
For example, if the source form has the following status values, you need to perform the following actions.
This is an example; the information in the "Action needed" column is hypothetical.
Status value and ID Action needed
New (0) None. The value, New, already exists with an ID of 6
. 000
10.
11.
12.
13.
1.
2.
Custom Status A (1) Add value or an alias with an ID of Custom Status A
. 90001
Custom Status B (2) Add value or an alias with an ID of Custom Status B
. 90003
Custom Status C (3) Add value or an alias with an ID of Custom Status C
. 90005
Closed (4) None. The Closed value already exists with an ID of
. 32000
If this work is being done in a localized environment, ensure that the localized alias values (in the localized
views) are correct.
Repeat steps 4 through 11 for (ID: 301626500) while adding the TicketType value from the TicketType
source form.
Note
Because the ticket type ID enumeration is linear, you must add it to the end of the list of
values. Ensure that the new Selection Value and ID match those of their respective
source forms. You might need to update this at a later time, if a new TicketType value is
introduced by subsequent upgrades.
Save the form.
Note
If you build the database union structure without the option Bypass Enum Value Conversion be
updating the view form with the Status values from the new request form, the new selection fore
values will not exist. A 48747 error message is generated. If you receive this error message,
confirm that all needed status values exist in the field on the ConsolidatedStatus
SHR:Union_OverviewConsole form and that they match exactly.

After you , you create the database union structure. add new values to the overlay
To create the database union structure
Open the SHR:Union_ConfigurationConsole form in Search mode or New mode.
From the menu, select console. Implementation Area Overview
2.
3.
Tip
If you change the mappings and need to refresh the information displayed in the tables,
reselect the menu. Implementation Area
Click . Build/Rebuild Database Union Structure
This action removes the previous database union structure and adds the new union field or mappings to the
new database union structure.
When the system notifies you that the database union structure build is complete, perform the steps in Viewing
. records on the Overview console
Viewing records on the Overview console
To show the records on the Overview console, the (Field ID: 301444200) table must z2TH_ConsolidateTable1
have the qualification modified to include the new request form.
The following bullet points describe the most common methods for performing this task:
Customize the table field's qualification directly to include the request.
For example, change the qualification to EXTERNAL($z1D_ExternalQualString$) OR
('LookupKeyword' = "MAINXYZCUSTOM")
Customize the qualification building workflow to include the request in the quali z1D_ExternalQualString
fication string. This qualification can be enhanced to include the requests based on the filtering capabilities
from the Overview console, or you can add when the OR ('LookupKeyword' = "MAINXYZCUSTOM")
qualification is being built.
When you finish, ensure that you flush the BMC Remedy Mid Tier cache to see the new records.
Troubleshooting
This section provides information on how to respond to errors due to failed processes:
Troubleshooting BMC Atrium Service Context
Troubleshooting the Hub and Spoke capability
Troubleshooting server group settings required for BMC SLM and Collectors
Troubleshooting the installation
Working with logs
Working with error messages
Troubleshooting the multi-tenancy update
1.
2.
3.
4.
Tip
Knowledge-based articles can also provide troubleshooting information. Authorized users can
log in to the and perform a search for articles. BMC Knowledge Base
Troubleshooting BMC Atrium Service Context
The Service Context Web Service adapters provide a
common interface for the BMC Atrium Service Context
feature to talk to various content providers (ITSM, SRM, and
so on). A provider is called by the Atrium Service Context
plug-in; the provider then talks to its specific application
and returns the requested data back to BMC Atrium Core.
Each provider registers its Web Service location (WSDL) in
the BMC Atrium UDDI registry. The Atrium plug-in is then
able to detect what providers are available, and call each
provider to get information.
Note
A UDDI Server must be configured with the BMC Remedy AR System installation. You can
check this by navigating to the tab on the Server Information form. In WS Registry Integration
this tab, you should see your configured Registry Location along with the Registry Admin User
and Password.
If you have problems (for example, ), try the following you cannot see the BMC IT Service Management attributes
troubleshooting tips.
#To verify that the BMC Atrium Web Services Registry is properly configured
#To verify the Web Services are registered correctly in the UDDI
#To verify that the Adapter is published in the UDDI Registry
#To configure BMC Atrium Single Sign-On if the IT Service Management attributes are not displayed
To verify that the BMC Atrium Web Services Registry is properly configured
Make sure that you have a valid configured server for the UDDI registry. You sometimes encounter problems with
Fully Qualified Domain Names (FQDNs).
Open the BMC Remedy AR System Administration Console.
Open the Server Information window.
Click the tab. WS Registry Information
To verify that there is a valid configured server, open the URL from in the field, and Registry Location
4.
5.
6.
7.
1.
2.
3.
4.
5.
6.
1.
2.
3.
validate that it opens the UDDI console.
If the URL does not work, make sure that the domain name is qualified correctly.
If you update the Registry Location, click . Update Registry
Set to . Flush Web Service End Point Cache Yes
Click . OK
To verify the Web Services are registered correctly in the UDDI
Each provider must register itself inside the UDDI registry. For BMC Remedy AR System providers (for example,
BMC IT Service Management, SRM, or SLM) the registration is done through the AR System Web Service Registry
form. This allows the administrator to easily add and update entries to the UDDI server.
During the BMC IT Service Management installation, a record for the Service Context feature is created (even if the
administrator chooses not to configure Service Context at install time). This allows the user to easily configure
Service Context any time after installation.
Open the AR System Web Services Registry form from the BMC Remedy AR System Administration
Console ( ). System > General > Web Services Registry
Search for the record where is set to and is set to . Business Name BMC Application Name ITSM
Make sure that is set to . Registration Status Registered
Copy the . End Point URL
Log on to the computer where the AR System server is installed.
Paste the URL into a web browser.
You should be able to open the web service without errors.
To verify that the Adapter is published in the UDDI Registry
Open the AR System Web Services Registry Query form from the BMC Remedy AR System Administration
Console ( ). System > General > Web Services Registry Query
Search for the record where is set to and is set to . Business Name BMC Application Name ITSM
Make sure that the and are present. WSDL URL End Point URL
If the record does not exist or the URLs are not present, . you must register them in the UDDI
To configure BMC Atrium Single Sign-On if the IT Service Management attributes are not
displayed
1.
2.
3.
4.
5.
6.
If you implemented BMC Atrium Single Sign-On and the IT Service Management attributes are not displayed in the
Service Context Administration window, it is possible that the list is not configured Not Enforced URI Processing
properly. You must add the web services URI to the not-enforced list.
You can verify if BMC Atrium Single Sign-On is correctly configured by copying and pasting the into End Point URL
a web browser on the computer where the AR System server is installed. You should not be forced to log on to view
the web service.
If you are forced to log on, then perform the following steps:
Navigate to to open the BMC Start > All Programs > BMC Software > BMC Atrium SSO > Administrator
Atrium SSO Admin Console.
Edit the mid tier agent and add to the Not Enforced URI Processing* list. For more /arsys/services/
information about editing agents on BMC Atrium Single Sign-On, see Administering for the applicable BMC
Atrium Single Sign-On version.
Restart the service. BMC Atrium SSO Tomcat
Restart the Mid Tier.
The IT Service Management attributes should now be correctly displayed.
Note
If you integrated BMC Atrium Single Sign-On, make sure that the * manually /arsys/services/
value is present in the file on the Mid Tier computer. For more information, see: not-enforced.txt
Installing BMC Atrium Single Sign-On with the AR System server and Mid Tier
Manually configuring mid tier for BMC Atrium Single Sign-On user authentication.
Troubleshooting the Hub and Spoke capability
This section describes some of the issues you might encounter with the hub and spoke capability and suggests
possible causes:
Specified plug-in does not exist, DSO.FILTERCONFIGURATION
Hub and spoke registration form does not auto-populate with data
AR System Key Map contains no records for the hub or spoke servers
HTTPS warning message in browser (ARWARN 9508)
Specified plug-in does not exist, DSO.FILTERCONFIGURATION
If you encounter the following error message while registering a spoke server, ensure that the Distributed Server
Option (DSO) service is running on the hub server:
ARERR The specified plug-in does not exist. : DSO.FILTERCONFIGURATION 8755
For information about implementing the DSO service, see Setting up DSO to synchronize data across multiple AR
. System servers
Hub and spoke registration form does not auto-populate with data
If you successfully register a spoke server from a hub server, but the Hub and Spoke Registration form on the
related spoke server did not auto-populated with the corresponding data, ensure that the DSO service on the hub
server can communicate with the spoke server.
. System servers
AR System Key Map contains no records for the hub or spoke servers
If you open the AR System Key Map form on the hub server after successfully entering the web path information on
a spoke server, but the form does not contain a record for the spoke server, ensure that the DSO service on the
spoke server can communicate with the hub server.
. System servers
HTTPS warning message in browser (ARWARN 9508)
By default, the BMC Remedy IT Service Management applications used for the Hub and Spoke capability are not
set up to use the Hypertext Transfer Protocol Secure (HTTPS) protocol when communicating with the BMC Remedy
Mid Tier server.
Recommendation
Set up all hub and spoke connections to the mid tier server using the HTTPS protocol. If you do
not, each time a user opens a spoke record on the hub server, the following message appears in
the browser window:
For enhanced security, BMC advises using HTTPS protocol for the current
mid tier server and for Web Path of the remote server <serverName>
(ARWARN 9508)
Troubleshooting server group settings required for BMC SLM and Collectors
The following section describes how to troubleshoot server group settings that are required for BMC SLM and
Collectors.
Problem (Microsoft Windows and UNIX)
Solution
To re-evaluate BRIE errors
To update the server group configuration
Problem (Microsoft Windows and UNIX)
There are Business Rules Engine (BRIE) errors reported to the file during the build of service targets, as arerror.log
well as BRIE errors being reported to the file at startup and when there is no BRIE server activity other arerror.log
than normal polling action.
Sometimes these errors include and (database time-out) errors, (busy server) ARERR 92 ARERR 94 ARERR 93
errors, and and errors. One of the most important is the confirmation of BRIE ARAPPERR 4502 ARAPPNOTE 4501
server termination (crash) and restart from review of the entries in file. armonitor.log
For example:
ddd mmm xx hh:mm:ss yyyy BRIE : Operation cancelled due to error (ARAPPERR 4502)
ddd mmm xx hh:mm:ss BRIE : Operation cancelled due to error (ARAPPERR 4502) ddd
mmm xx hh:mm:ss - -
ddd mmm xx hh:mm:ss BRIE : Timeout during database update the operation has
been accepted by the server and will usually complete successfully (<server>)
ARERR - 92 ddd mmm xx hh:mm:ss BRIE : AR System Application server terminated
fatal error encountered (ARAPPNOTE 4501)
ddd mmm xx hh:mm:ss BRIE : Timeout during database query consider using more
specific search criteria to narrow the results, and retry the operation (ARERR
94) ddd mmm xx hh:mm:ss BRIE : <server>
Solution
The key concept with troubleshooting errors for the BRIE server reported to the fil ARERR 92, 93, 94 arerror.log
e is that the BRIE server is a client connection to the AR System server, and any systemic issues which cause ARER
errors for users accessing the system have a similar impact on the BRIE server connection. R 92, 93, 94
If these errors for the BRIE server in the file are reported during the same time frame that the user is arerror.log
reporting these same errors, they can be considered a symptom of underlying system issues (for example, poor
database performance, inadequate resources, and so on) rather than a source of a problem. When this is the case,
troubleshooting these errors requires that you review the logs and system performance that these errors require.
Entries in file which include ARERR 4502 errors indicate failure of a service target build. However, not arerror.log
all service target build failures result in ARERR 4502 errors being generated to the file. arerror.log
This section focuses on systemic problems that can impact the BRIE server when the server group configuration is
either incomplete or incorrect.
1.
2.
Tip
BMC recommends reviewing the current configuration of a server group implementation to
ensure that it is a robust and viable server group environment. Once you have verified the server
group implementation, you can re-evaluate the BRIE errors.
To re-evaluate BRIE errors
Restart all servers in the server group, . Server-Group-Member: F
Note
Restart the servers you de-select the Server Group Member from the Configuration after
tab on the Application Administration Console or by manually setting the
Server-Group-Member in the file. The next time you restart the AR System ar.cfg[conf]
server, it starts without being a member of a server group.
Note
BMC recommends that you run one ARServer at a time during maintenance to prevent
duplication of server group operations on the same database (for example, escalations).
The system runs with a single AR System server for the duration of the maintenance
period. However, this allows your production system to be online as it may not be
possible to temporarily shut down production for a maintenance window.
For a robust server group configuration, the following entries are in the file for each server in the ar.cfg[conf]
server group:
Server-Name entry in common for all servers in server group
Server-Connect-Name as hostname (FQDN) of the server box where this member of server group is
running
Separate IP-Name entry for each of the following for every member in the server group
hostname
FQDN
IP address
Note
For minimum server groups with two AR System servers, there are six IP-Name
entries in each file: IP-Name: hostnameServer1 P-Name: ar.cfg[conf]
FQDNServer1 IP-Name: IPAddressServer1 IP-Name: hostnameServer2
IP-Name: FQDNServer2 IP-Name: IPAddressServer2
Enter the Domain-Name.
Typically, the value for is the host name of the server machine where the AR System server is Server-Name
running. The requirement to have a entry is common for all servers in a server group, as this Server-Name
default value is no longer suitable. Typically, the entry is the name of the load balancer when Server-Name
load balancer is part of the environment.
2.
1.
2.
3.
4.
5.
6.
7.
8.
9.
a.
b.
Note
It is not a requirement to have a load balancer in order to configure server groups.
The value for the entry is the alias for the AR System server group and can be any value that Server-Name
is appropriate. The alias must be resolvable in the environment where each AR System server Server-Name
is running. You can verify this by using the utility. ping
To update the server group configuration
Update the file for the primary AR System server to temporarily disengage server group functionality: ar.cfg
Server-Group-Member: F
Add IP-Name entries to the file for both AR System servers: ar.cfg
IP-Name: hostnameServer1
IP-Name: FQDNServer1
IP-Name: IPAddressServer1
IP-Name: hostnameServer2
IP-Name: FQDNServer2
IP-Name: IPAddressServer2
Shut down both primary and secondary AR System servers.
Restart the primary AR System server.
Verify the value for the Server-Group-Name on the Advanced tab in the Application Administration Console
(not required for AR System server 7.5 and later).
Update the file for the primary AR System server to engage server group functionality: ar.cfg[conf] Server-
Group-Member: T
Restart all AR System servers in the server group.
Verify the entries in the Server Group Operation Ranking form, specifically whether the expected values are
listed for Server field options. The expected values are a single option for each server in the server group
with values corresponding to the for that AR System server. Server-Connect-Name
If the entries listed for Server field options in the Server Group Operation Ranking form are as expected, then
maintenance on server group configuration is complete. If the entries listing for field are not what is Server
expected, the following tasks are required:
Delete all entries in the form and re-enter them.
In some cases, it may be necessary to do some maintenance at the database level and delete entries
in the server group tables, but this should be done under the supervision of technical support as
changes at the database level are not supported. If you need to update server group tables at the
database level, provide output from the following queries to technical support:
select * from servgrp_applic
select * from servgrp_board
select * from servgrp_config
select * from servgrp_ftslic
select * from servgrp_op_mstr
{{select * from servgrp_userlic*
9.
b.
c.
Note
BMC recommends that you not make any changes at the database level until you
have a viable database backup, especially in critical production systems and only
under the specific direction of technical support.
If you made any changes to the Server Group Operation Ranking form, you must restart all AR
System servers in the server group. When the server group is properly configured, the fil ar.cfg[conf]
e for each server in the server group is updated with entries for the server group operations where the
value of indicates the AR System server ranked as for that operation and indicates the AR T 1 F
System server is not ranked as for that operation. For example: 1
Approval-Server-Suspended: F (or T)
Assignment-Engine-Suspended: F (or T)
Business-Rules-Engine-Suspended: F (or T)
CMDB-Service-Suspended: F (or T)
Reconciliation-Engine-Suspended: F (or T)
SLM-Collector-Suspended: F (or T)
Important
For server group configuration where BMC SLM is a component of the
environment, it is required that BRIE has the same ranking as the Administration
operation. To build service targets, you must log directly into the ARServer where
Administration operation is ranked as . 1
Troubleshooting the installation
The can help you access . The tool also Maintenance Tool logs to troubleshoot issues you have with the installer
enables you to . encrypt passwords
Troubleshooting unreconciled records
Installation problems
Resolving errors with default currency settings
Manually registering application plug-ins
Product extensions
Encrypting passwords
Troubleshooting unreconciled records
This topic describes how to troubleshoot People records that were not synchronized.
Use this troubleshooting information with records that appear in the CTM:People Records that have not been
table after you . reconciled run the synchronization verification
1.
2.
3.
4.
a.
b.
5.
6.
7.
8.
9.
10.
11.
1.
To troubleshoot unreconciled records
Highlight the first record in the table, and click . CTM:People Records that have not been reconciled View
The associated People record is opened in Modify mode.
Determine which data element violates an existing validation rule by making a valid modification to the record
and then saving it (later, you can undo the modification).
When you save the record, you should receive a detailed error message telling you which fields on the record
violate the validation rules. If the message that appears contains only a general description of the problem,
go to step 3.
Working from a client computer, enable Filter Logging.
Ensure that the Asset Management settings for is set to Scheduled to Sandbox Job Calls for People
prevent an Inline call to run the sandbox job.
Use the following steps to open the console that controls the Asset Management settings:
From the Navigation pane on the Home Page, open the Application Administration console.
On the console, click the tab and then select Custom Configuration Asset Management >
. Advanced Options > Asset Management Settings
Make another modification to the record and save it.
The associated message (which appears in the Filter Log) provides details about the nature of the data
element in question and can be corrected and retried.
Correct the issue described in the error message and retry.
If no error message is generated in step 5, open the BMC_Person join form and verify whether a
BMC.ASSET.SANDBOX record was generated for the specified People record modification.
If a BMC.ASSET.SANDBOX record was created, run the Sandbox Job by clicking Initiate
from the People Sync console. After the job runs, verify that the record Sandbox Job Run
was promoted to the production dataset.
If a BMC.ASSET.SANDBOX record was not created, continue with step 7, which describes
how to consult the reconciliation job log file for the associated run.
From the applications list on the IT Home page, select . BMC Atrium Core > Atrium Core Console
Open the Reconciliation Manager by clicking the Reconciliation icon.
The tab displays. It enables you to view a job's past and current executions by status or date. History
Highlight the most recent run of the BMC Asset Management - Sand Box job and click on the drop-down
arrow on the left side of the record.
Select the Events section bar and view the description for the RE Log File Name & Location event.
Access the files specified in the RE Log File Name & Location event directly from the server on which the
Reconciliation Engine is running.
The associated files have detailed information about the reconciliation transaction for the specified run. Use
the associated information to determine and correct the root cause of the data issue.
Installation problems
This procedure provides information about finding failures in the installation log.
To find failures in the installation
1.
2.
1.
2.
3.
In the Maintenance Tool, click . Install Log
Click the column to sort the log entries by severity. Severity
Note the time stamp of a failure entry, and then sort by to view the entries immediately preceding Timestamp
that failure in chronological order.
Resolving errors with default currency settings
The default currency utility is run as part of the application installation and generates the and arcurrencydefault.log
files. arcurrencydefault_error.log
The file lists the forms that encountered errors while setting the default currency. arcurrencydefault_error.log
The utility generates log files in the directory. InstallationDirectory\Logs\Currency_Logs
For example, a Microsoft Windows path might be
. C:\Program Files\BMC Software\BMCRemedyITSMSuite\Logs\Currency_Logs
For example, a UNIX path might be . /opt/bmc/bmcremedyitsmsuite/Logs/Currency_Logs
Use BMC Remedy Developer Studio to set the currency on the forms listed in the . For arcurrencydefault_error.log
example, you might see the following error in the : arcurrencydefault_error.log
Error: Error locking to Admin RPC Queue:
ERROR (90): Cannot establish a network connection to the AR System server; Connection
refused: connect myserver1
To resolve this error
Verify that the BMC Remedy AR System server is running.
Review the for possible issues with the BMC Remedy AR System server. arerror.log
Manually set the default currency field.
If a problem occurs
If you encounter during execution of default currency, the installer stops running. You must: ERROR 90
Restore the BMC Remedy AR System server to the state before running the installer.
Resolve the cause of . ERROR 90
Run the installer again.
Manually registering application plug-ins
Product plug-ins are installed and registered as part of the installation. If an error occurs during plug-in registration,
you must register the plug-ins manually.
Before you begin
To uninstall the C plug-ins
To register the new Java plug-ins
The plug-in installation errors are recorded in the file, which is found in the bmcremedyitsmsuite_install_log.txt te
1.
2.
directory (Windows) or the directory (UNIX). mp /tmp
Note
Ensure that the plug-in files ( , , , and .jar CAIPlugin.jar conquery.jar chargebacks.jar nextid.jar
) are in the directories shown in step 3 in To register the new Java ITSMCommonUtils.jar
plug-ins.
Before you begin
If you are upgrading to BMC Remedy ITSM 7.6.03 or later, complete the following procedure to uninstall the C
plug-ins that have been replaced by Java plug-ins.
To uninstall the C plug-ins
Stop the BMC Remedy AR System server.
Delete the items shown in the following table to uninstall the various C plugins.
Note
In the "On UNIX" table, the file name extension will be replaced by for HP-UX and .x .sl
HP IA-64, for IBM AIX, and for Linux and Oracle Solaris. .a .so
On Microsoft Windows
Plugin Line to be removed from ar.cfg
file
Windows DLL to be deleted
CAI Plugin: "...full path
to...\BMCRemedyITSMSuite
\Shared_Components\bin\caieven
tcmd.dll"
...full path to...
\BMCRemedyITSMSuite\Shared_
Components
\bin\caieventcmd.dll
ARDBC Plugin: "...full path to...
\BMCRemedyITSMSuite\serverna
me
\Shared_Components\bin\ardbcQ
uery.dll"
...full path
\servername\Shared_Component
s\bin \ardbcQuery.dll
chargebacks Plugin: "... full path to...
\BMCRemedyITSMSuite\serverna
me
\Shared_Components\bin\arfcbda
ta.dll"
... full path
s\bin\arfcbdata.dll
NextId Plugin: "...full path
to...\BMCRemedyITSMSuite\serv
ername
\Shared_Components\bin\NextId.
dll"
...full path
s\bin\NextId.dll
2.
3.
1.
2.
On UNIX
Plugin Line to be removed from
ar.conf file (UNIX)
UNIX OS libraries to be deleted
CAI Plugin: "...full path to...
/BMCRemedyITSMSuite/Shared_
Components/
bin/libcaieventcmd.x"
...full path to...
/BMCRemedyITSMSuite/Shared_
Components/
bin/libcaieventcmd.x
ARDBC Plugin: "...full path to...
/BMCRemedyITSMSuite/serverna
me/
Shared_Components/bin/libardbc
Query.x"
...full path to...
me/
Shared_Components/bin/libardbc
Query._x
chargebacks Plugin: "... full path to...
me/
Shared_Components/bin/libarfcbd
ata.x"
... full path to...
me/
Shared_Components/bin/libarfcbd
ata.x
NextId Plugin: "...full path to...
me/
Shared_Components/bin/libNextI
d.x"
...full path to...
me/
Shared_Components/bin/libNextI
d.x
Note
On UNIX, you must also delete the log file while /ARSystem/DB/CAIPlugin.txt
uninstalling the CAI plug-in.
After you uninstall the C plug-ins, you can proceed with registering the new Java plug-ins.
To register the new Java plug-ins
(Windows servers) Add the following Plugin and Plugin-Path entries to the file and for UNIX servers ar.cfg
add them to the file: ar.conf
Server-Plugin-Alias: REMEDY.ARF.CAI REMEDY.ARF.CAI PluginServerHost:PluginServerPort
Server-Plugin-Alias: REMEDY.ARDBC.APPQUERYREMEDY.ARDBC.APPQUERY PluginServerHost
:PluginServerPort
Server-Plugin-Alias: REMEDY.ARF.CBDATA REMEDY.ARF.CBDATA PluginServerHost:PluginServe
rPort
Server-Plugin-Alias: NextId NextId PluginServerHost:PluginServerPort
(Windows and UNIX) For each plug-in, add the appropriate text, as shown in the following list, to the plugins
in the folder. vr_config.xml pluginsvr
The list shows the code for UNIX. The same code is applicable to Windows with \ instead of / in the directory
2.
names.
For the CAI plug-in, add the following text to in the folder: pluginsvr_config.xml pluginsvr
<plugin>
<name>REMEDY.ARF.CAI</name>
<classname>com.bmc.itsm.cai.filterapi.cai.CAIFilterPlugin</classname>
<pathelement type="path">...full path to...
/ARSystem/pluginsvr/cai</pathelement>
<pathelement type="location">...full path
to.../ARSystem/pluginsvr/cai/CAIPlugin.jar</pathelement>
<pathelement type="location">...full path
to.../ARSystem/pluginsvr/foundation_shared/
ITSMCommonUtils.jar</pathelement><userDefined></userDefined>
</plugin>
For the ARDBC plug-in, add the following text to in the folder: pluginsvr_config.xml pluginsvr
<plugin>
<name>REMEDY.ARDBC.APPQUERY</name>
<type>ARDBC</type>
<code>JAVA</code>
<filename>...full path to.../ARSystem/pluginsvr/qry/conquery.jar</filename>
<classname>com.bmc.itsm.conquery.ardbc.conquery.Query</classname>
<pathelement type="path">...full path to...
ARSystem/pluginsvr/qry</pathelement>
<pathelement type="location">...full path to...
ARSystem/pluginsvr/qry/conquery.jar</pathelement>
ARSystem/pluginsvr/foundation_shared/ITSMCommonUtils.jar</pathelement>
<userDefined>
</userDefined>
</plugin>
For the charge backs plug-in, add the following text to in the folder: pluginsvr_config.xml pluginsvr
<plugin>
<name>REMEDY.ARF.CBDATA</name>
<code>JAVA</code>
<filename>...full path to...
ARSystem/pluginsvr/chb/chargebacks.jar</filename>
<classname>com.bmc.itsm.chargeback.filterapi.chargeback.
ChargeBackFilterAPI</classname>
ARSystem/pluginsvr/chb/chargebacks.jar
</pathelement>
ARSystem/pluginsvr/foundation_shared/
ITSMCommonUtils.jar</pathelement>
</plugin>
2.
3.
4.
5.
For the NextId plug-in, add the following text to in the folder: pluginsvr_config.xml pluginsvr
<plugin>
<name>NextId</name>
<code>JAVA</code>
<filename>...full path to... ARSystem/pluginsvr/nid/nextid.jar</filename>
<classname>com.bmc.itsm.nextid.filterapi.nextid.NextID</classname>
ARSystem/pluginsvr/foundation_shared/ITSMCommonUtils.jar</pathelement>
<pathelement type="location">...full path to... ARSystem/pluginsvr/nid/
nextid.jar</pathelement>
</plugin>
(Windows and UNIX) For the plug-ins, add the appropriate text to the file. log4j_pluginsvr.xml
For the CAI plug-in, add the following text to : log4j_pluginsvr.xml
<logger name="com.bmc.itsm.cai.filterapi.cai">
<level value="warn"/>
</logger>
For the ARDBC plug-in, add the following text to : log4j_pluginsvr.xml
<logger name="com.bmc.itsm.conquery.ardbc.conquery">
</logger>
For the charge backs plug-in, add the following text to : log4j_pluginsvr.xml
<logger name="com.bmc.itsm.chargeback.filterapi.chargeback">
</logger>
For the NextId plug-in, add the following text to : log4j_pluginsvr.xml
<logger name="com.bmc.itsm.nextid.filterapi.nextid">
</logger>
Add the following entry to the or file: ar.cfg ar.conf Server-Plugin-Default-Timeout: 300
Start the BMC Remedy AR System server.
Product extensions
Extensions are installed by the product installer as part of the initial installation. Extensions are skipped during the
installation of subsequent applications.
Two extension-related log files, and , are generated in the ASI_DriverLog.log ExtLoader-RIK_Log.log <installatio
folder. nDirectory>\Logs\ExtLoaderLogs
An example Windows path is C:\Program Files\BMC
. Software\BMCRemedyITSMSuite\Logs\ExtLoaderLogs
An example UNIX path is . /opt/bmc/bmcremedyitsmsuite/Logs/ExtLoaderLogs
This topic provides the following sample error messages:
ASI_DriverLog
Extension loader RIK logs
ASI_DriverLog
A sample error message in the driver script is:
Command: SET ATTRIBUTE
Class Name
Namespace (): Class name (): Attribute Name (): Change attribute name?
(F): New
Attribute Name (): Change entry mode? (F): Change attribute limits?
(F): Change
default value? (F): Change attribute characteristics? (F): Change
custom attribute
characteristics? (F):
CMDBSetAttribute results
ReturnCode: ERROR
Status List: 1 items
Status Struct:
Message type: ERROR
Message number: 120004
Message: Attribute does not exist.
Appended: Status
Note
This particular error message is benign and can be ignored; however, you must to investigate
other error messages.
Extension loader RIK logs
A sample error message in the install log is:
1.
2.
3.
4.
5.
com.bmc.smbu.install.common.rule.engine.CommandExecutionException:
Exec
command ("C:\DOCUME~1\ ADMINI~1\ LOCALS~1\ Temp\ Utilities\ cmdb\
cmdbdriver.exe" -s rieqvm01-cl2 -u Demo -p notDisplayed -t 0 -x "C:
\Program
Files\BMC Software\BMCRemedyITSMSuiteDK1\rieqvm01-
cl2\Shared_Components\extensions\600-CDMExtensions\200-
ITSM_CDM_Extensions-OSD.txt") returned an exit code of 1, which was
interpreted as
a failure]}]}
Send the output file from the temp directory to Customer Support on request. The BMCRemedyITSMSuiteLogs.zip
path to the zipped log appears below the button. Zip Logs
Encrypting passwords
This procedure describes how to generate an encrypted password using the Maintenance Tool. You might use this
encrypted password when running a silent installation.
To encrypt a password for a silent installation
Open the Maintenance Tool.
Click the tab. Encrypt
Enter your password in the field and in the field. Password Confirm Password
Click . Encrypt
Copy and paste the encrypted password into the file for your silent installer. silent.txt
For example, if you want to encrypt the BMC Remedy AR System password and the output is DES\:b76c59dbc2e
, enter the following string: 1433c7a9c2f006a2e2429116840dce695aea9
# -J
BMC_AR_PASSWORD=DES\:b76c59dbc2e1433c7a9c2f00
6a2e2429116840dce695aea9
# -J
BMC_AR_CONFIRM_PASSWORD=DES\:b76c59dbc2e1433c
7a9c2f006a2e2429116840dce695aea9
For more information, see . Installing silently
Working with logs
This section explains how to work with the logging capabilities of BMC Remedy ITSM to help troubleshoot issues
locally or in conjunction with BMC Customer Support. It contains the following topics:
Running the Maintenance Tool
1.
2.
3.
Viewing installation and uninstallation logs
Contents of the logs
Searching in the log viewer
Collecting diagnostics in a zip file
Viewing a Log Zipper output file with the Maintenance Tool
Enabling Process Designer logs
Running the Maintenance Tool
You can run the Maintenance Tool in a graphical user interface or from the command line.
To run the Maintenance Tool in a graphical user interface
(Windows) Go to the folder, and run the <installationDirectory>\BMCRemedyITSMSuite\Utilities BMCRe
file. medyITSMSuiteMaintenanceTool.cmd
(UNIX) Go to the directory and run the <installationDirectory>/BMCRemedyITSMSuite/Utilities ./BMCRe
file. medyITSMSuiteMaintenanceTool.sh
(Product installation DVD) Run the tool from the directory. utility
To run the Maintenance Tool from the command line
_(Windows)_From the folder, run <installationDirectory>\BMCRemedyITSMSuite\Utilities BMCRemedyIT
with the option. SMSuiteMaintenanceTool.cmd -silent
(UNIX) From the directory, run <installationDirectory>/BMCRemedyITSMSuite/Utilities ./BMCRemedyIT
with the option. SMSuiteMaintenanceTool.sh -silent
To learn about command-line options
To learn about available command-line options, use the or option when you run the command. -help -?
Examples:
ARSystemMaintenanceTool.cmd -help
./ARSystemMaintenanceTool.sh -?
Viewing installation and uninstallation logs
The Maintenance Tool provides access to installation and uninstallation logs. Each time that you run the installer or
uninstaller, it creates a log file that you can view from a log viewer, which you launch from the Maintenance Tool.
The log viewer is the graphical presentation of the log files. Each installer log session is displayed as a tab. The
tab's name includes a timestamp of the installer run. The tab displays the contents of the log file, with errors
highlighted in red and warnings highlighted in yellow. Entries are presented in a table format that you can sort.
To view installation and uninstallation log files in the log viewer
In the Maintenance Tool, click the Logs tab.
3.
4.
5.
Click Install Log.
In the log viewer, click the tab for the log that you want to view.
Search for rows highlighted in red (errors) or yellow (warnings).
To sort a column, click the column header. To reverse sort a column, press the Shift key while clicking the
column header.
Contents of the logs
This topic provides examples of information that you might find in a log:
Example LOG EVENT messages
Example PROGRESS EVENT message
Example THROWABLE EVENT message
Example summary section
The following example contains a LOG EVENT message that happened on Aug 07, 2012, at 11:22:14 A.M. with a
severity level of from an source class: CONFIG InstallationTask
The general format of all the log messages in the text file format is:
(<timeOfEvent>),<severityOfEvent>,<sourceOfEvent>,<eventMessageContent>
The severity levels from highest to lowest value are:
SEVERE (appears in red)
WARNING (appears in yellow)
INFO
CONFIG
FINE
FINER
FINEST
The following table describes the main log message types:
Message type Description
LOG EVENT Describes the following types of information:
The start and end of installation tasks (installer logic
and behavior) and installation panels
The setting of installation properties. These
properties can be set and controlled by the platform,
or they can be set based on user input fields.
General informative data. The structure and content
within the description text varies across products.
PROGRESS EVENT Describes how much of a task is completed. These
messages correspond to progress bar updates and the
localized resource keys that are used to determine
messages on the progress bar.
THROWABLE EVENT Describes failures with stack traces
Summary section Provides a summary at the end of the log that contains
the same type of data shown on the installation
summary panel (for example, whether the installation
was successful or unsuccessful, and if unsuccessful,
what features failed to install)
Example LOG EVENT messages
Following are example LOG EVENT messages.
The start and end of installation tasks (installer logic and behavior) and installation panels
This type of message tells you which tasks ran and when they ran. For example, suppose an installation
contains several features that you can select to install. Each task encapsulates logic about one feature, so
you can see one or multiple tasks that hold all of the logic related to each feature.
The setting of installation properties
This type of message supplies the user inputs and variables from the properties that control the infrastructure
of the overall installer. A subset of the properties relate to the user inputs entered during the installation. You
can use that subset to create a silent installation options file.
General informative data
This type of message describes significant actions that occurred during the installation (for example,
important executables that were invoked, significant changes that occurred, and the starting or stopping of
Windows services).
Example PROGRESS EVENT message
Following is an example message: PROGRESS EVENT
This type of message identifies the progress of tasks. A task encapsulates a chunk of related logic. Some tasks
execute logic that can run for hours. Progress messages give a relative measure of how much of a task has been
done. If no progress messages occur for a long period of time, it might indicate that an installation has stopped
responding.
Example THROWABLE EVENT message
Following is an example message: THROWABLE EVENT
This type of message records exception stack traces. For example, suppose an installation runs 100 SQL
commands against a database and halfway through the installation, the database goes down. These messages are
useful when commands fail when they are expected to succeed; the messages give runtime information about the
exception scenario that occurred.
Example summary section
Following is an example summary:
This type of message appears at the end of an installation, upgrade, or uninstallation. It gives a log-file equivalent of
the final summary panel, indicating whether the overall installation succeeded, failed, or finished with warnings. It
provides a quick summary of whether the installed product is in a working or broken state.
Searching in the log viewer
In the log viewer, you can perform searches, filter search results, and specify match criteria to refine a search.
1.
2.
3.
4.
To perform a search
Start the . Maintenance Tool utility
In the log viewer window, click . Edit
Select or from the menu to choose the search type: Find Filter
If you select , the log viewer displays all available log entries, but highlights (in blue) the ones Find
that meet the selected filter and match type criteria.
If you select , the log viewer displays only those entries that meet the selected filter and match Filter
type criteria.
To set or change the filter option, right-click the current filter in the Find dialog box, and select the new one
from the list.
The following table lists the available filter options and their associated match types.
Filter option Available match types
AND Use this option to create a more complex search
condition by combining two or more filter criteria.
OR Use this option to create a more complex search
condition by combining two or more filter criteria.
NOT Use this option to create a more complex search
condition that inverts a single, contained criterion.
Time =
>
>=
<
<=
The Match Type panel also includes a calendar to
select a date and time field to specify the exact hour,
minute, and second.
Severity SEVERE
WARNING
INFO
CONFIG
FINE
FINER
FINEST
Details contains
startsWith
endsWith
equals
regex
4.
5.
6.
Source contains
startsWith
endsWith
equals
regex
Exception contains
startsWith
endsWith
equals
regex
Note
Use the regex match type to locate log entries that contain a regular expression. For
example, if you enter in the field, the log viewer searches for log entries ^LOG* Find all
that start with the word . LOG
( ) In the Find dialog box, further refine the search by selecting the following options: Optional
Option Description
Match Type Filters the search according to the criteria that you
enter. The options are:
contains
startsWith
endsWith
equals
regex (a search based on a regular expression)
Select one of these options, and enter a string in the
field. Find
Case sensitive Matches the search case to the case of the string
entered in the field Find
Wrap Search Continues searching from the first log viewer tab
when you click after searching through Find Next
the last tab. This option is available only when you
choose in the menu. Find Edit
Direction Performs a forward or backward search, relative to
the currently selected log entry
Other log sessions might or might not be included in
the search, depending on whether is Wrap Search
selected.
Click to begin searching for all log entries that meet the search criteria. Search
1.
2.
3.
4.
1.
2.
3.
Collecting diagnostics in a zip file
Use the Log Zipper, part of the Maintenance Tool, to collect diagnostics in a zip file to submit to Customer Support.
The Log Zipper creates a collection of log files and file characteristics that Customer Support uses to help you
debug your system.
To run the Log Zipper by using the Maintenance Tool
Start the Maintenance Tool utility.
In the Maintenance Tool, click the tab. Logs
Click . Zip Logs
Send the output file from the ( ) directory to BMC Support. BMCRemedyITSMSuiteLogs.zip temp tmp
Note
To unzip the file, use a utility such as WinZip to extract BMCRemedyITSMSuiteLogs.zip
the files, or you might receive an error.
To run the Log Zipper by using the command-line interface
In a command-line window, change to the folder <installationDirectory>\BMCRemedyITSMSuite\Utilities
(where the Maintenance Tool is located).
Enter one of the following commands:
(Windows) BMCRemedyITSMSuiteMaintenanceTool.cmd -silent -logs -zip_logs
"-output_file=%TEMP%\BMCRemedyITSMSuiteLogs.zip"
(UNIX) ./BMCRemedyITSMSuiteMaintenanceTool.sh -silent -logs -zip_logs
-output_file=/var/tmp/BMCRemedyITSMSuiteLogs.zip*
Send the output file from the ( ) directory to BMC Support. BMCRemedyITSMSuiteLogs.zip temp tmp
Viewing a Log Zipper output file with the Maintenance Tool
From the Maintenance Tool, you can view files from the Log Zipper output file ( ). BMCRemedyITSMSuiteLogs.zip
When you click in the Maintenance Tool, a window displays a file navigation tree. The Browse to Log BMCRemedy
file usually contains a folder with three subfolders with the same names as in the originating ITSMSuiteLogs.zip
system. For example, you might see:
Documents and Settings
Program Files
Windows
From these folders, you might want to view files such as:
ProductRegistry.xml Contains the BMC Software products, versions, and features installed on the
system. Identifying the products and versions involved is an initial step for investigating issues.
OperatingSystemData.xml Contains information about the system that is relevant to the BMC Software
products. Examining this file can direct your attention to system issues, such as insufficient resources or
incompatible versions.
InstalledConfiguration.xml Contains important environment information from the last successful
1.
2.
3.
4.
1.
2.
installation. (A separate installing configuration XML file captures environment and user selections during a
current installation attempt.)
Note
You can use an archive utility to unarchive the files into a temporary directory to view the
files collected, but the Windows uncompress utility often gives misleading results,
indicating the file is empty or is an invalid zip file.
To open a Log Zipper output file with the Maintenance Tool
On the tab, click . Logs Browse to Log
A new window displays a navigation tree.
In the navigation tree, navigate to the directory with the Log Zipper output file (usually called BMCRemedyIT
). SMSuiteLogs.zip
Double-click the file that you want to view to open it in the appropriate viewer.
Enabling Process Designer logs
The tab on the Configuration Console provides details of log entries if the logging option is set to on Logging Form
the tab. Configuration
Search Criteria is provided to help you locate the log entries that relate to a particular request.
To locate the log entries that relate to a particular request
To restrict the output to the log entries created by a user within your company, select the user's name from
the list. User
To control the level of logging information shown in the table (Milestone, Error, or Detailed), select a Logging
log level from the list. Level
2.
3.
4.
5.
Note
The level of logging displayed is not more detailed than the level selected on the Configu
tab under . ration Logging Level
To restrict the log output to entries that relate to an application, select the application from the list. Request
To restrict the log output to entries that relate to a request number only, enter a specific request number in
the field. ID
To refresh the list of log entries after changing any of the search filters, click the Refresh icon.
Working with error messages
Error messages reported by BMC Remedy IT Service Management Suite (BMC Remedy ITSM Suite) applications
indicate failures preventing user operations. Most errors are easily identifiable and correctable by the user based on
the message provided. Typical reasons for errors include:
Failure to populate required fields
Entering incorrect values instead of selecting items from the menu
Attempting to change an attribute value to an incorrect state
Attempting to use data which has not been properly configured by the application administrator
In some cases, an operation performed in a BMC Remedy ITSM Suite application results in an error message from
a supporting or integrated application, which may describe features unfamiliar to the application administrator. The
error number identifies the application that is reporting the error.
Note
For information on the error number ranges for BMC Remedy AR System, see BMC Remedy AR
. System error messages
Error number ranges
Start End Product and error catalog
100 12,116 Data Management
40,000 50,000 BMC Remedy ITSM core
applications (BMC Asset
Management, BMC Service Desk,
BMC Change Management)
120,000 129,000 BMC Atrium Core
150,000 159,999 BMC Service Request Management
170,000 179,999 BMC Knowledge Management
Note
BMC does not document the entire error catalog because the error messages themselves
provide information on how to correct a failure. For example: You do not have permission
to move the status to Closed.
Data Management error messages
This section lists error codes from the dataload process.
Errors for invalid data
Errors for required fields
Errors for duplicate data
Errors during dataload promotion
Error when running jobs
Errors for invalid data
The following table lists error codes from invalid data that are identified during the validation operation on staging
form records.
Error codes from invalid data
Code Message Explanation
100 Invalid Bargaining Unit The bargaining unit value is not
valid. Select the appropriate value.
101 Invalid Benefit Group The benefit group value is not valid.
Select the appropriate value.
102 Invalid Compensation Method The compensation group value is
not valid. Select the appropriate
value.
103 Invalid Dental Plan The dental plan value is not valid.
104 Invalid Employment Status The employment status value is not
105 Invalid Marital Status The marital status value is not valid.
106 Invalid Medical Plan The medical plan value is not valid.
107 Invalid Pension Plan The pension plan value is not valid.
108 Invalid Person
This data may not have been not
found in the People form with the
proper type and status. If the
Person was loaded in a previous
step, it may have either failed
validation or may not have been
loaded
The person ID value must match a
person ID either in the
CTM:LoadPeople form or in the
CTM:People form. Correct the
person ID on this form or on the
CTM:LoadPeople form.
109 Invalid Operational Category fields
for IT skills
One or more of the operational
category values is not valid. You can
obtain correct values from the
CFG:Service Catalog form.
110 Invalid Product Category fields for IT
skills
One or more of the product category
tier values is not valid. You can
obtain correct values from the
PCT:Product Catalog form.
111 Invalid category or type The category and type values must
match values in the CFG:Generic
Catalog form.
112 Invalid Contact Type The contact type value is not valid.
113 Invalid Home Country The home country is not valid.
114 Invalid Manager The manager's login ID must match
a login ID in the CTM:People form. If
you do not know the manager's login
ID, you can search the CTM:People
form on another field, such as last
name.
115 Invalid Pager Service Provider The pager service provider is not
116 Invalid Template The template name must match a
template name either in the
CTM:LoadPeopleTemplate form or
in the CTM:PeopleTemplate form.
Correct the template name on this
form or on the
CTM:LoadPeopleTemplate form.
117 Invalid Title The title value is not valid. Select the
appropriate value.
118 Invalid Company
found in the Company form with the
Company was loaded in a previous
loaded
The company value is not valid.
119 Invalid Department The department value is not valid.
120 Invalid Organization The organization value is not valid.
121 Invalid Site
found in the Site form with proper
status and company association. If
the Site was loaded in a previous
loaded
The site value is not valid. Select the
appropriate value.
122 Invalid Site for selected Company
loaded
The selected company does not
include the specified site. If the
company is correct, select the
appropriate site. Otherwise, select
the appropriate company, and then
select the appropriate site.
123 Invalid Support Group
found in the Support Group form
with proper status. If the Support
Group was loaded in a previous
loaded
The support group value is not valid.
124 Invalid Permission Group The permission group is not valid.
For a list of valid permission groups,
see . Permission groups
125 Invalid Country The country value is not valid. Select
the appropriate value.
126 Invalid Region
This data may not have been
configured correctly in the Company
form. If the Region was loaded in a
previous step, it may have either
failed validation or may not have
been loaded
The region value is not valid. Select
127 Invalid Site Group
This data may not have been
configured correctly in the Company
form. If the Site Group was loaded
in a previous step, it may have either
failed validation or may not have
been loaded
The site group value is not valid.
128 Invalid City The city value is not valid. Select the
appropriate value.
129 Assignment Group cannot be the
same as the Support Group
Change either the Assignment
Group or Support Group to make
them different.
130 Invalid Assignment Group The assignment group value is not
131 Invalid Functional Role The functional role that is selected is
not valid or is not applicable to your
currently installed applications.
132 Invalid Product Catalog
This data may not be found in the
Product Catalog in valid state, with
the correct Company/Module
relationship. If loaded in an earlier
step, this validation may have failed
The product catalog value is not
133 Invalid Product Model/Version The product model / version value is
value.
134 Invalid Operational Catalog The operational catalog value is not
135 Invalid Manufacturer Manufacturer must match entries
found in the Company form or
Company staging form with a
company type of Manufacturer.
136 Both Start And End Times Must Be
Entered Or Left Blank
Either enter both a Start Time and
End Time or leave them both blank.
137 Start Time Must Be Earlier Than End
Time
Enter a Start Time that is before the
End Time.
138 Start Time Of The Next Schedule
Must Be Later Than The End Time
Of The Previous Schedule
Either change the Start Time of the
next schedule to a time that is later
than the End Time of the previous
schedule or change the End Time of
the previous schedule that is earlier
than the Start Time of the next
schedule.
139 Invalid time zone The time zone is not valid. For a list
of valid time zones, see . Time zones
140 Invalid Primary Cost Center Code The primary cost center code is not
141 Invalid Cost Center The cost center code is not valid.
142 Invalid Source Cost Center The source cost center code is not
143 Person Does Not Have A Primary
Cost Center Defined
Define the primary cost center on
the Financials tab of the People
form.
144 Total Distribution Percentage Is
Greater Than 100
Change the percentages so that the
Total Distribution Percentage is less
than 100.
145 Cost Center And Source Cost
Center Must Not Be The Same
Either change the cost center or the
source cost center to make them
different.
146 The allocation method for the source
cost center in the Finance Cost
Center Configuration form is not set
to 'Equal Distribution' or
'User-Defined Percentage'
Set the source cost center's
allocation method in the Finance
Cost Center Configuration form to
either Equal Distribution or
User-Defined Percentage.
147 Relationship Type Must Be Set To
Secondary Cost Center
Set the Relationship Type to
Secondary Cost Center.
148 Invalid Notification Event For The
Module Name
The notification event value is not
valid for the module named. Select
149 Invalid Login ID
loaded
The Login ID is not valid. Select the
appropriate value.
150 Invalid CI Type The CI type value is not valid. Select
151 Invalid Company or Company is not
enabled
loaded
The company value is either not
valid or it is not enabled. Either
select the appropriate value or
assign the Enabled attribute.
152 Support Group must exist as a valid
Support Group on
CTM:LoadPeopleTemplatesSG for
the specified Template
Either add the support group to
match one that has been defined as
a valid support group for the
specified Template on the
CTM:LoadPeopleTemplatesSG
form, or correct the referenced
support group to match one that has
been properly defined.
153 HR Attendance Management record
does not exist for the HR Time
Management record
HR Time Management is a child
record for HR Attendance
Management. The HR Attendance
Management record must exist
already or be included in the HR
Attendance Management attribute
load for the HR Time Management
record to load successfully.
154 Invalid work time.Open Time must
be earlier than Close Time for any
workday.
Make the work time valid either by
making the open time prior to the
close time or making the close time
later than the open time.
155 Invalid Person ID
loaded
The person ID value is not valid.
156 The Allocation Method For The
Source Cost Center In the
Form Is Not Set To 'Equal
Distribution' Or 'User-Defined
Percentage'
Set the allocation method in the
form to either Equal Distribution or
User-Defined Percentage.
157 Invalid Manager Name The manager name value is not
158 Invalid Generic Catalog The generic catalog value is not
159 A valid Generic Product Operational
relationship record cannot be found
A valid record that matches the
record's Generic, Product, and
Operational catalog cannot be found
in CFG:LoadGenericProdSerAssoc
or CFG:GenericProdServiceAssoc
forms. You must create a
relationship first between those
catalog entries before creating a
Company Module relationship to it.
160 General Access is automatically
given and is not a valid permission
group for this form
No action needs to be taken for this
error, as this permission group is
being handled by the load form
process
No action needs to be taken for this
error.
161 Asset Viewer is automatically given If the following permission groups
are specified for the Template
Name, Asset Viewer is not valid
because it is automatically given:
Task Manager
Task User
Incident User
Incident Master
Problem User
Problem Master
Purchasing User
162 Invalid Client Type The following client types are valid.
You can use either the number or
words to specify the client type:
2000 or Office-Based Employee
3000 or Field-Based Employee
4000 or Home-Based Employee
5000 or Contractor
7000 or Customer
8000 or Prospect
10000 or Vendor
163 Invalid Assignment Event The assignment event value is not
164 Invalid Company, Region, Site
Group and Site combination
The combination of the company,
region, site group, and site values is
combination of values.
165 Invalid Process Name The process name value is not valid.
166 Invalid Contact Company
loaded
The specified contact company is
not a valid company value. Select
167 Invalid Currency The currency value is not valid.
168 Invalid Approval Phase Company
and Phase Name combination
The combination of approval phase
company and phase name values is
combination of values.
169 Invalid Company (IA) IA stands for Impacted Area.
Impacted Area is a child form
containing organizational structures,
such as Company > Region > Site
or Group > Site > Organization >
Department. Impacted areas can be
created from incidents, changes,
and assets.
The company specified for the
impacted area is not a valid
company value. Select the
appropriate value.
170 Invalid Region (IA) for selected
Company (IA)
The region value is not valid for the
selected company. Select an
appropriate region for the selected
company.
171 Invalid Site Group (IA) for selected
Company (IA)
The site group is not valid for the
selected company. Select an
appropriate site group for the
selected company.
172 Invalid Site (IA) for selected
Company (IA)
The site is not valid for the selected
company. Select an appropriate site
for the selected company.
173 Invalid Company (IA), Organization
(IA) and Department (IA)
combination
The company, organization, and
department combination is not valid.
Select the appropriate combination
of values.
174 Invalid Requester Group
combination (Company is required
when Organization is present, and
Organization is required when Group
is entered)
The requestor group combination is
not valid. Supply missing values,
such as company (if organization is
present) and organization (if group is
present).
175 Invalid Requester Group The requestor group is not valid.
176 Invalid Change Manager Group
Organization is required when group
is entered)
The change manager group
combination is not valid. Supply
missing values, such as company (if
organization is present) and
organization (if group is present).
177 Invalid Change Manager Group The change manager group is not
178 Invalid Change Implementer Group
is entered)
The change Implementer group
179 Invalid Change Implementer Group The change Implementer group
value is not valid. Select the
appropriate value.
180 Invalid Change Coordinator Group
is entered)
The change coordinator group
181 Invalid Change Coordinator Group The change coordinator group value
is not valid. Select the appropriate
value.
182 Invalid Alternate Login ID The alternate login ID value is not
183 Invalid For Login ID The for login ID value is not valid.
184 Invalid Process The process value is not valid.
185 Invalid Timing Reason for the Class
selected
The timing reason is not valid for the
selected class. Select the
appropriate value.
186 No Configuration Items were found
for the selected CI Type
Select a CI type that has associated
configuration items.
for the CI Name entered
Select a CI name that has
associated configuration items.
188 Company (IA) required when any
other IA fields are entered
Select a value for company or clear
the values from the other IA fields.
189 Invalid Support Group Association
Role
The support group association role
value.
190 Invalid Assignment Support Group
is entered)
The assignment support group
191 Invalid Assignment Support Group The support group specified for
assignment support group is not a
valid support group value. Select the
appropriate value.
192 Invalid Assignee The assignee is not valid. Select the
appropriate value.
193 Invalid Vendor Assignment Group
is entered)
The vendor assignment group
194 Invalid Vendor Assignment Group The vendor assignment group is not
195 Invalid Resolution Method The resolution method is not valid.
196 Invalid Script Type The script type is not valid. Select
197 Invalid Company, Organization and
Site Group combination
The combination of company,
organization, and site is not valid.
Select appropriate combination
values.
198 Invalid Author The author is not valid. Select the
appropriate value.
199 Invalid Script Description The script description is not valid.
1000 The Organization Company and
Location Company must be the
same when creating mapping
records for the Incident Management
Module
Change either the organization
company value or the location
company value to be the same.
1001 Invalid Resolution Product
Categorization
The resolution product
categorization is not valid. Select the
appropriate value.
1002 Invalid Resolution Product
Model/Version
The resolution product model /
version is not valid. Select the
appropriate value.
1003 Resolution Category Tier 1 and 2
are required fields when Resolution
Category Tier 3 is entered
Either select values for resolution
category tier 1 and tier 2, or clear the
value selected for resolution
category tier 3.
1004 Resolution Category Tier 1 is a
required field when either Resolution
Category 2 or 3 is entered
Either select a value for resolution
category tier 1, or clear the values
selected for resolution category tier
2 and tier 3.
1005 Invalid Resolution Categorization The resolution categorization value
value.
1006 Invalid Template Authoring Group The template authoring group value
value.
1007 Invalid Status Reason for the Status
selected
The status reason value is not valid
for the selected status. Select the
appropriate value.
1008 Invalid Resolution Cause The resolution cause value is not
1009 Invalid Template Authoring
Company
The template authoring company
appropriate value.
1010 Invalid CI Relationship Type
selected
The CI relationship type value is not
1011 Invalid Incident Relationship Type
selected
The incident relationship type value
value.
1012 Invalid Relationship Type selected The relationship type value is not
1013 Invalid Locale The locale value is not valid. Select
1014 Invalid Solution Database ID The solution database ID value is
value.
1015 Invalid Known Error ID The known error ID value is not
1016 Invalid Decision Tree Description The decision tree description value
value.
1017 Invalid Decision Tree Previous
Branch ID
The decision tree previous branch ID
appropriate value.
1018 Invalid Decision Tree Main Branch
ID
The decision tree main branch ID
appropriate value.
1019 Decision Tree Branch ID cannot be
the same as Decision Tree Main
Branch ID
Either change the decision tree
branch ID value or the decision tree
main branch ID value to make them
different.
1020 Decision Tree Branch ID cannot be
the same as Decision Tree Previous
Branch ID
Either change the decision tree
branch ID value or the decision tree
previous branch ID value to make
them different.
for the CI Name and Reconciliation
Identity combination entered
Select a CI name and reconciliation
identity combination of values that
has associated configuration items.
1022 Invalid Request Identifier Type, BMC
Incident Management is not
available
Use a request ID that is associated
with an installed Remedy
component. For example, use one
that is not associated with Remedy
Incident Management.
1023 Invalid Relationship Type selected The relationship type value is not
1024 Invalid Request Identifier - To
(Request Identifier and Request
Identifier type do not match)
For Invalid Request Identifier - To,
replace either the request identifier
or request identifier type so that they
match.
1025 Invalid Request Identifier - From
(Request Identifier and Request
Identifier type does not match)
For Invalid Request Identifier - From,
replace either the request identifier
or request identifier type so that they
match.
1026 Invalid Customer Person ID The customer person ID value is not
1027 More than one record on People has
matched using Customer's
Company, First Name, Middle Name
and Last Name
More than one record in the People
spreadsheet has the same .xlsx
value for customer company, first
name, middle name, and last name.
This record is likely a duplicate.
Delete duplicate records.
1028 Invalid Customer Information The customer information value is
value
1029 Invalid Contact Person ID The contact person ID value is not
valid. Select the appropriate value
1030 Invalid Contact Information The contact information values are
value
matched using Contact's Company,
First Name, Middle Name and Last
Name
value for contact company, first
name, middle name, and last name.
This record is likely a duplicate.
Delete duplicate records.
1032 Invalid Site for selected Customer
Company
loaded
The site value is not valid for the
selected customer company. Select
the appropriate value
1033 Invalid Site for selected Contact
Company
loaded
The site value is not valid for the
selected contact company. Select
the appropriate value
1034 Invalid Customer Company
loaded
The customer company value is not
valid. Select the appropriate value
1035 Invalid Owner Support Group The owner support group value is
value.
1036 Invalid Owner The owner value is not valid. Select
1037 Invalid Vendor Contact The vendor contact value is not
matched using Vendor's Company,
First Name, Last Name and Phone
Number
value for vendor's company, first
name, last name, and phone
number. This record is likely a
duplicate. Delete duplicate records.
1039 New is not a valid Status Change the New status value to a
valid status value.
1040 No Default Group was found for the
Assignee
Change the assignee to one which
has associated default groups.
Owner
Change the owner to one which has
associated default groups.
1042 Invalid Change Request Status The status indicates that the change
request is in an active approval state
so there should be pending approval
signatures on the
APR:LoadSignature form. However,
there are no Pending Approval
Signatures. Change the status of the
change request to something other
than active approval.
1043 Invalid Incident Number The incident number value is not
1044 More than one Assignee was found
for the specified Support Company,
Support Organization and Assigned
Group with the same name
There are duplicate assignees with
the same support company, support
organization, and assigned group.
Remove the duplicates.
1045 More than one Owner was found for
the specified Owner Support
Company, Owner Support
Organization and Owner Group with
the same name
There are duplicate owners with the
same owner support company,
owner support organization, and
owner group. Remove the
duplicates.
1046 More than one Assignee was found
with the same name. Try using the
Assignee Login ID or the Support
Company, Support Organization and
Assigned Group fields to narrow the
search
There are duplicate assignees with
the same name. To narrow the
search, enter search criteria in the
assignee login ID, support company,
support organization, assigned
group, or any combination of these
fields.
1047 More than one Owner was found
with the same name. Try using the
Owner Login ID or the Owner
Support Company, Owner Support
Organization and Owner Group
fields to narrow the search
There are duplicate owners with the
same name. To narrow the search,
enter search criteria in the owner
login ID, owner support company,
owner support organization, owner
group, or any combination of these
fields.
1048 Incident associating From is set as
Duplicate - Can not make any
Associations to this incident
Replace the incident referenced in
Incident Associating From with an
incident that is not duplicate.
1049 Incident associating From is set as
Original - Can not use Relationship
Type as Duplicate of for this incident
Replace the incident referenced in
Incident Associating From with an
incident that is not original, or
change the Relationship Type to a
type other than Duplicate.
1050 The process specified indicates that
it is the current process for the
parent record
The process specified indicates that
it is the current process for the
parent record. Change the status for
the parent record so that it is in an
active approval state.
1051 Invalid Owner Support Group
is entered)
The owner support group
1052 Incident associating From will be set
to Duplicate during promotion - Can
not make any further Associations to
this incident
Either clear the associations being
made to the incident referenced in
Incident associating From or replace
the incident reference with one that
will not become a duplicate during
promotion.
1053 Incident associating From will be set
to Original during promotion - Can
not use Relationship Type as
Duplicate of for this incident
Either reference an incident in
Incident associating From that has a
Relationship Type other than
Duplicate or replace the incident
reference with one that will not be
set to original during promotion.
1054 Incident associating To will be set to
Original during promotion - Can not
use Relationship Type as Original of
for this incident
Either reference an incident in
Incident associating To that has a
Relationship Type other than
Original or replace the incident
reference with one that will not be
set to original during promotion.
1055 Incident associating To will be set to
Duplicate during promotion - Can not
make any further Associations to this
incident
Either clear the associations being
made to the incident referenced in
Incident associating To or replace
the incident reference with one that
will not become a duplicate during
promotion.
1056 Invalid Request ID The request ID value is not valid.
1057 Invalid Recipient Group The recipient group value is not
1058 Invalid Recipient Person ID The recipient person ID value is not
1059 Invalid Recipient The recipient value is not valid.
1060 More than one People record
matches Recipient
More than one records in the Trans
actional-SharedComponents.x
spreadsheet has the same lsx
value in the Recipient column on the
CFG-Reminders tab. Replace the
recipient with a more specific name.
For example, if you have just
included first name, add the last
name; if you have both first and last
name and it is still is not unique, add
a middle initial or name.
1061 Request Identifier - To and Request
Identifier - From cannot be the same
Change either the request identifier
to value or the request identifier from
value to make them different.
1062 Invalid Requester Person The requestor person value is not
1063 Invalid Requested For Person The requested for person value is
value.
matches Requester
There are duplicate records with the
same Requester in . People.xlsx
matches Requested For
There are duplicate records with the
same Requester For in People.xl
. Remove the duplicates. sx
1066 Invalid Requester Support Group The requestor support group value is
value.
1067 Invalid Requester Person ID The requestor person ID value is not
1068 Invalid Requested For Person ID The requested for person ID value is
value.
1069 Invalid Assignee Group The assignee group value is not
1070 Scheduled Start Date cannot be
after Scheduled End Date
Change either the scheduled start
date or scheduled end date so that
the scheduled start date precedes
the scheduled end date.
1071 Actual Start Date cannot be after
Actual End Date
Change either the actual start date
or actual end date so that the
scheduled start date precedes the
scheduled end date.
1072 Company and Cost Center Code
combination is not valid or Cost
Center is not set to Active
Either change the values in the
company or cost center code to
make the combination of values
valid or set the cost center to active.
1073 Invalid Cost Type The cost type value is not valid.
1074 Invalid Identifier The identifier value is not valid.
Problem Coordinator Assignee or
Problem Coordinator Assignee Login
Provide the default group that is
missing from either the problem
coordinator assignee or problem
coordinator assignee login.
1076 More than one Problem Coordinator
(PC) Assignee was found with the
same name. Try using the PC
Assignee Login or the PC Support
Company, PC Support Organization
and PC Assigned Group fields to
narrow the search
There are duplicate problem
coordinator (PC) assignees with the
enter search criteria in the PC
Assignee Login, PC Support
Company, PC Support Organization,
PC Assigned Group, or any
combination of these fields.
1077 Invalid Problem Coordinator
Assignee
The problem coordinator assignee
appropriate value.
1078 More than one Problem Coordinator
(PC) Assignee was found for the
specified Coordinator Support
Company, Coordinator Support
Organization and Coordinator
Assigned Group with the same
name
There are duplicate problem
coordinator (PC) assignees with the
enter search criteria in the PC
Support Company, PC Support
Organization, PC Assigned Group,
or any combination of these fields.
Assigned Group
The problem coordinator assigned
group value is not valid. Select the
appropriate value.
1080 Problem Coordinator Assignee Login
or Problem Coordinator Assignee do
not have Problem Coordinator
functional role
Check the Problem Coordinator
Functional Role in the Support
Groups tab of People form.
1081 Invalid Vendor Name The vendor value is not valid. Select
1082 Invalid Root Cause The root cause value is not valid.
1083 Invalid Coordinator Support
Company
The coordinator support company
appropriate value.
1084 Invalid Coordinator Support
Organization
The coordinator support organization
appropriate value.
1085 Invalid Coordinator Support Group The coordinator support group value
value.
1086 Invalid Implementer Support
Company
loaded
The implementer support company
appropriate value.
1087 Invalid Implementer Support
Organization
The implementer support
organization value is not valid.
1088 Invalid Implementer Support Group The implementer support group
appropriate value.
1089 Invalid Association (Can not make
associations to Solution Database
from Infrastructure Change)
Change the association to one that
is valid.
1090 Invalid Requester Company
loaded
The requester company value is not
Problem Management is not
available
Use a request identifier type that is
associated with a Remedy
component that is installed. For
example, use a request identifier
type that is not associated with
Remedy Problem Management.
Change Management is not
available
Use a request identifier type that is
associated with a Remedy
component that is installed. For
example, use a request identifier
type that is not associated with
Remedy Change Management.
1093 Invalid Request Identifier Type -
From (Can not make associations
From Solution Database)
Change the Request Identifier Type
- From to one that is valid.
1094 Invalid Problem Investigation
Location Information
The problem investigation location is
values.
1095 The Support Organization and
Support Group Name of the
Requester is not valid.
The requester's support organization
and support group name values are
values.
1096 Invalid Problem Assignment Support
Group
The problem assignment support
group value is not valid. Select the
appropriate value.
Assignment Support Group
is entered)
The problem coordinator assignment
support group combination is not
valid. Supply missing values, such
as company (if organization is
present) and organization (if group is
present).
1098 Invalid Problem Assignment Support
Group combination (Company is
required when Organization is
present, and Organization is
required when Group is entered)
The problem assignment support
group combination is not valid.
Supply missing values, such as
company (if organization is present)
and organization (if group is
present).
1099 Invalid Known Error Assignment
Support Group combination
(Company is required when
Organization is present, and
is entered)
The known error assignment support
group combination is not valid.
Supply missing values, such as
company (if organization is present)
and organization (if group is
present).
1100 Broadcast Start Date cannot be
greater than Broadcast End Date
Change either the broadcast start
date or the broadcast end date so
that broadcast start date precedes
broadcast end date.
1101 Invalid Broadcast Originated From;
BMC Remedy Incident Management
is not available
The Broadcast Originated From
value is not valid. Select a value that
does not require Remedy Incident
Management to be installed. For
example, numbers prefixed by HPD
require Remedy Incident
Management be installed.
BMC Remedy Change Management
is not available
does not require Remedy Change
example, numbers prefixed by CHG
require Remedy Change
BMC Remedy Problem Management
is not available
does not require Remedy Problem
example, numbers prefixed by PBM
require Remedy Problem
1104 Invalid Broadcast Originated From
ID; either ID does not exist or
Originated From record has error
The broadcast originated from ID
value does not exist or the
originated from record is not correct.
Correct either the broadcast
originated from ID or the originated
from record.
1105 Invalid Form; BMC Remedy Incident
Management is not available
The form is not valid. Use the
appropriate form.
1106 Invalid Form; BMC Remedy Change
appropriate form.
1107 Invalid Form; BMC Remedy Problem
appropriate form.
1108 Invalid Link to Request ID The link to request ID value is not
1109 Invalid Cost Category; BMC Remedy
Incident Management is not
available
The broadcast originated from value
entered in the Cost Category column
on the FIN-Costs tab of the Transa
ctional-SharedComponents.xl
spreadsheet requires Remedy sx
Incident Management be installed
and it is not. Enter a value that
corresponds with a component you
have installed. For example, enter a
value other than Incident.
Change Management is not
available
Change Management be installed
value other than Infrastructure
Change.
Problem Management is not
available
Incident Management be installed
value other than Problem
Investigation.
1112 Invalid Cost Category; Cost
Category has to be Incident,
Infrastructure Change, Problem
Investigation, Solution, or Known
Error
The cost category value is not valid.
Assign it a value of either Incident,
Infrastructure Change, Problem
Investigation, Solution, or Known
Error.
1113 Invalid Requested By Support
Company
loaded
The requested by support company
appropriate value.
Change Manager or Change
Manager Login
Change either the change manager
or the change manager login to one
that has an associated default
group.
Change Implementer or Change
Implementer Login
Change either the change
implementer or the change
implementer login to one that has an
associated default group.
1116 More than one Change Manager
Coordinator was found with the
same name. Try using the Change
Manager Login or the Manager
Support Company, Manager Support
Organization and Manager Support
Group Name to narrow the search
There are duplicate change
manager coordinators with the same
name. To narrow the search, enter
search criteria in the Change
Manager Login, Change Manager
Organization, Manager Support
Group Name, or any combination of
these fields.
1117 More than one Change Implementer
was found with the same name. Try
using the Change Implementer
Login or the Implementer Support
Company, Implementer Support
Organization and Implementer
Support Group Name to narrow the
search
There are change implementers with
the same name. To narrow the
search, enter search criteria in the
Change Implementer Login,
Implementer Support Company,
Implementer Support Organization,
Implementer Support Group, or any
combination of these fields.
1118 Invalid Implementer The implementer value is not valid.
1119 More than one Change Manager
was found for the specified Manager
Organization and Manager Support
Group Name with the same name
managers for the specified manager
support company, manager support
organization, or manager support
group name with the same name.
Remove any duplicates.
1120 More than one Change Implementer
was found for the specified
Implementer Support Company,
Implementer Support Organization
and Implementer Support Group
Name with the same name
implementers for the specified
implementer support company,
implementer support organization, or
implementer support group name
with the same name. Remove any
duplicates.
1121 Invalid Change Manager Login The change manager login value is
value.
1122 Invalid Change Implementer Login The change implementer login value
value.
1123 Invalid End Time; End Time must be
greater than Activate Time
Either change the end time or the
activate time so that the activate
time precedes the end time.
1124 Invalid Manager Support Company
loaded
The manager support company
appropriate value.
1125 Invalid Manager Support
Organization
The manager support organization
appropriate value.
1126 Invalid Manager Support Group The manager support group value is
value.
matches Requested By Support
Company, First Name, Middle Name
and Last Name
There are duplicate records in Peop
with the same Requested le.xlsx
By Support Company, First Name,
Middle Name, or Last Name.
matches Requested For First Name
and Last Name
There are duplicate records in Peop
with the same Requested le.xlsx
For First Name or Last Name.
1129 The Requested By First Name and
Last Name, or Person ID specified
does not have a Login ID. When the
Create Request flag is set to Yes,
the Customer must have a Login ID
Either assign a login ID to the
Requested By First Name, Last
Name, or Person ID you specified,
or assign the Create Request flag a
value of No.
1130 Invalid Requested By Support Group
is entered)
The requested by support group
1131 Invalid Scheduled Start Date;
Scheduled Start Date comes before
the Required Start Date
date or the required start date so
that the scheduled start date
precedes the required start date.
1132 Invalid Requested End Date;
Requested End Date must be
greater than Requested Start Date
Change either the requested end
date or the requested start date so
that the requested start date
precedes the requested start date.
1133 Invalid Scheduled End Date;
Scheduled End Date must be
greater than Scheduled Start Date
Change either the scheduled end
date or the scheduled start date so
that the scheduled start date
precedes the scheduled start date.
1134 Invalid Actual End Date; Actual End
Date must be greater than Actual
Start Date
Change either the actual end date or
the actual start date so that the
actual start date precedes the actual
start date.
1135 Invalid Login ID in the Individual
Approver field
The login ID value specified in the
Individual Approver field is not valid.
1136 Only the Individual Approver field or
Group Approver fields can be
populated
Values exist in fields other than the
Individual Approver or Group
Approver. Clear the other fields of
their values.
1137 For Group Approvers, the Support
Support Group fields are required
Either no support company, support
organization, or support group or a
combination of these was specified
for the group approver. Specify the
missing values.
1138 Invalid Task Group Template ID The task group template ID value is
value
1139 There are no members in the
specified Support Group that have
the functional role of Infrastructure
Change Approver
Replace the specified support group
with one that has members assigned
to the support group functional role.
1140 Invalid Ticket Request ID The ticket request ID value specified
value.
1141 Invalid Process The process value specified is not
1142 Invalid Change Request Status Select a valid change request status.
1143 Invalid Task Group Identifier. Either
Task Group does not exist or
Request ID and Request Form
Name do not match the Task being
loaded.
The task group identifier value
specified is not valid. Either specify a
task group that exists or specify a
Request ID and Request Form
Name that match the task being
loaded.
1144 The Level specified is greater than
the Max Approval Level for the
Process
Either specify a Level that is less
than the Max Approval Level for the
Process or change the Max
Approval Level that is less than the
Level.
1145 Invalid Breach Reason The breach reason value is not valid.
1146 Invalid Breach Exception The breach exception value is not
1147 Invalid Scheduled Start Date;
Schedule Start Date comes before
the Earliest Start Date
date or the earliest start date so that
the scheduled start date precedes
the earliest start date.
1148 The Level must be greater than 0 Change the value specified for level
so that is greater than zero.
1149 The parent record must be in an
active approval state for the
Approval Status to be Pending
Assign active approval status to
parent record.
1150 The parent record must be in an
active approval state if the process
specified is the current process
Change the parent record to the
active approval state.
1151 The parent record must be Rejected
if the Approver Status is Rejected
Assign rejected status to parent
record.
1152 If the approval status is set to
Rejected all other approval
signatures for the same parent
record and process must be set to
Closed
Change all of the approval signature
records to closed for that change
record.
1153 Change Manager or Change
Manager Login do not have Change
Manager functional role
Either assign the Change Manager
functional role to the Change
Manager or Change Manager Login
being specified, or specify a Change
Manager or Change Manager Login
that has Change Manager functional
role assigned.
1163 Invalid License Type The license type value specified is
value.
1164 Support Group must exist as a valid
Support Group on
for the specified Login ID
Either replace the login ID specified
or the support group to match on
that exists on
CTM:LoadSupportGroupAssociation.
1165 Invalid Template Identifier for the
Template Type selected or Template
is not Active
Select a valid template identifier for
the template type selected, or apply
the Active attribute to the template.
1166 Predecessor and Successor with the
same Instance ID is not permitted
Either change the instance ID of the
predecessor or change the instance
ID of the successor.
1167 Proposed flow is not permitted as it
would cause a loop
A flow have been previously defined
that would make this flow recursive.
For example, if you previously
defined a flow from A to B, you
cannot now define a flow from B to
A.
1168 Successor cannot be set to 'Start' Only predecessors can be set to
Start.
1169 Invalid Successor The successor value specified is not
1170 Invalid Predecessor The predecessor value specified is
value.
1171 Invalid Flow; Predecessor and
Successor Associations must belong
to the same Parent
Correct the flow to use predecessors
and successors that belong to the
same parent.
1172 Parent of Association Template must
be set to Type of 'Standard' and
Status 'Active'
Set the association template's
parent type to Standard and its
status to Active.
1173 Invalid Association (Reverse
Association exists on Staging form)
Either discard the current
association or correct the reverse
association on the staging form.
1174 Invalid Association (Reverse
Association exists on Target form)
Either discard the current
association or correct the reverse
association on the target form.
1175 Invalid Association (Template
Identifier and Task Group Template
Identifier should have same
company or Template Identifier
Company should be '- Global -')
Either use the same company in the
template identifier and task group
template identifier, or use - Global -
as the template identifier company.
1176 Invalid Automatic Command
Selection
Use a valid value in the automatic
command selection.
1177 Invalid Task Group Template
Identifier or Template is not Active
Either use a valid task group
template identifier, or set the
template status to Active.
1178 Invalid Time Out Status Reason
Selected
Select a valid time out status reason.
1179 Invalid Request Form Name The requestor form name value
specified is not valid. Select the
appropriate value.
1180 Parent Instance ID and Child
Instance ID cannot be the same
Either change the parent instance ID
or the child instance ID to make
them different.
1181 Invalid Parent Instance ID The parent instance ID value
appropriate value.
1182 Invalid Child Instance ID The child instance ID value specified
value.
1183 Invalid Relationship (CI to CI
Relationship is not allowed here)
You are trying to create a
relationship between CIs and that is
not allowed. Change one of the CIs
specified to a different type.
1184 Invalid Relationship (CI can not be
Child)
The CI must be the parent in a
relationship. Change the parent to
make it the CI and change the child
to make it something other than CI.
1185 License Expiration Date Must Be
Later Than The License Effective
Date
Change either the license expiration
date or the license effective date so
that the license effective date
precedes the license expiration date.
1186 Expiration Date is in the past Change the Expiration Date so that
it is either the current date or a date
later than the current date.
1187 Invalid Owner Support Company
loaded
The Owner Support Company value
appropriate value.
1188 Invalid Notification Group The Notification Group value
appropriate value.
1189 Invalid Parent Contract ID The parent contract ID value
appropriate value.
1190 Invalid Notification Contact The Notification Contract value
appropriate value.
1191 Invalid Change Requester The Change Requester value
appropriate value.
1192 Invalid Owner Group The Owner Group value specified is
value.
1193 Invalid Owner Contact The Owner Contract value specified
value.
1194 Invalid Authorized Callers The Authorized Callers value
appropriate value.
1195 Invalid Term The Term value specified is not
1196 Invalid Term Condition The Term Condition value specified
value.
1197 The Expiration Date must be later
than the Start Date
Change either the expiration date or
the start date so that the start date
precedes the expiration date.
1198 The Notification Date you entered is
later than the Expiration Date. Enter
a Notification Date that is earlier
than the Expiration Date
Change either the notification date
or the expiration date so that the
notification date precedes the
expiration date.
1199 Invalid Parent Identifier for the
Parent Type selected
Either change the parent identifier to
match the type selected or change
the type to match the parent
identifier specified.
1200 Invalid Parent Reconciliation ID The Parent Reconciliation ID value
appropriate value.
1201 Invalid Child Reconciliation ID The Child Reconciliation ID value
appropriate value.
1202 Invalid Relationship Type The Relationship Type value
appropriate value.
1203 Parent Reconciliation ID and Child
Reconciliation ID cannot be the
same
Change either the Parent
Reconciliation ID or the Child
Reconciliation ID to make them
different.
1204 'Change Request Prev Status'
cannot be the same as 'Change
Request Status' if Status is Rejected
or Pending
Either change the value specified for
Change Request Prev Status or
Change Request Status to make
them different or Change the Status
to something other than Rejected or
Pending.
1205 Invalid 'Change Req Prev Status
Reason' for the 'Change Requested
Prev Status' selected
Either change the value selected for
Change Req Previous Status
Reason or the value selected for
Changed Requested Prev Status.
1206 Invalid Supplier Name The Supplier Name value specified
value.
1207 Invalid Request Identifier - To (CI is
not a Business Service CI)
The Request Identifier - To value
appropriate value.
1208 Invalid Request Identifier - From (CI
is not a Business Service CI)
The Request Identifier - From value
appropriate value.
1209 Invalid Contract Type Select a valid contract type and
retry.
1210 The License Type associated with
the permission should be 'Not
Applicable'
Change the license type so it is Not
Applicable.
the permission should be 'Read'
Change the license type so it is
Read.
the permission should be 'Fixed'
Fixed.
the permission should be 'Floating'
Floating.
the permission should be 'Fixed or
Floating'
Fixed or Floating.
the permission should be 'Fixed,
Floating or None'
Fixed, Floating or None.
1216 Invalid Payment Code The Payment Code value specified
value.
1217 Invalid Payment Period The Payment Period value specified
value.
1218 Invalid Categorization Tier 1
This data is not found in the Product
Catalog in a valid state, or may not
have successfuly validated in a
previous step
The Categorization Tier 1 value
appropriate value.
previous step
appropriate value.
previous step
appropriate value.
1221 'CI Type of Relationship' can be 'CI'
only if 'Request Identifier Type' is
'Incident', 'Known Error' or 'Problem
Investigation'
Either use a value other than CI for
CI Type of Relationship or change
the value specified for Request
Identifier Type to one of Incident,
Known Error or Problem
Investigation.
1222 Invalid Service ReconID The Service Recon ID value
appropriate value.
1223 Invalid CI ReconID The CI Recon ID value specified is
value.
1224 CI Type of Relationship' can be
'Service CI' only if 'Request Identifier
Type' is 'Incident', 'Infrastructure
Change', 'Known Error' or 'Problem
Investigation'
Either use a value other than
Service CI for CI Type of
Relationship or change the value
specified for Request Identifier Type
to one of Incident, Infrastructure
Change, Known Error or Problem
Investigation.
1225 Parent Relationship Type can only
be "Configuration Item" or "Contract"
Change the value for Parent
Relationship Type to Configuration
Item or Contract.
1226 Child Relationship Type can only be
"Contract" or "License Certificate"
Change the value for Child
Relationship Type to Contract or
License Certificate.
1227 Invalid Cost per Asset Currency Correct the value specified for Cost
per Asset Currency.
1228 Invalid Residual Value Currency Correct the value specified for
Residual Value Currency.
1229 Invalid Payment Amount Due
Currency
Correct the value specified for
Payment Amount Due Currency.
1230 Invalid Payment Amount Sent
Currency
Correct the value specified for
Payment Amount Sent Currency.
1231 Connection Ans 01 must be an
integer
Either replace the value for
Connection Ans 01 with an integer
or change the field type to Char on
the Build Connection Questions
page of the Create License Type
wizard.
For more information about Note:
configuring license types, see Config
. uring license types
integer
wizard.
configuring license types, see Licens
. e type configuration
integer
wizard.
integer
wizard.
integer
wizard.
integer
wizard.
integer
wizard.
integer
wizard.
integer
wizard.
integer
wizard.
1241 Compliance Ans 01 must be an
integer
Compliance Ans 01 with an integer
the Build Compliance Questions
wizard.
integer
wizard.
.. e type configuration
integer
wizard.
integer
wizard.
integer
wizard.
integer
wizard.
integer
wizard.
configuring license types, see
License type configuration.
integer
wizard.
integer
wizard.
integer
wizard.
1251 Connection Ans 01 must be blank
since there is no associated
question
Either remove the value for
Connection Ans 01 or configure a
question using the License Type
Wizard as described in License type
. configuration
question
. configuration
question
. configuration
question
. configuration
question
. configuration
question
. configuration
question
. configuration
question
. configuration
question
. configuration
question
. configuration
1261 Compliance Ans 01 must be blank
question
Compliance Ans 01 or configure a
. configuration
question
. configuration
question
. configuration
question
. configuration
question
. configuration
question
. configuration
question
. configuration
question
. configuration
question
. configuration
question
. configuration
1271 Termination conditions, Expiration
Date and Notification Date should be
blank when Term is Never ending
Either remove the values specified
for Termination conditions,
Expiration Date, and Notification
Date fields, or change the value of
Term to something other than Never
ending.
1272 The Master Certificate Identifier
must be blank if Certificate Group
Status is "No Group" or "Master
Certificate"
Either remove the value specified for
Master Certificate Identifier or
change the value specified for
Certificate Group Status to
something other than No Group or
Master Certificate.
1273 The Master Certificate Identifier
specified either does not exist or
does not have an identical Product
Tier, License Type and Contract for
this license certificate
Either use a different master
certificate identifier or choose
another license certificate.
1274 The License Type specified does not
exist
Specify a license type that exists.
1275 Certificate Group Status can be
"Attached to Group" or "Master
Certificate" only if Groupable is set
to Yes" for the corresponding
License Type
Either change the value specified for
the Certificate Group Status to
something other than Attached to
Group or Master Certificate or set
Groupable to Yes for the license
type.
1276 The Change Request Previous
Status cannot be "Rejected" if
Change Request Status is
"Pending". A "Rejected" change
request can have a status of
"Restart" but not "Pending"
Either change the value of Change
Request Previous Status to
something other than Rejected or
change the Change Request Status
to Restart.
1277 Requester Company must be a valid
company in COM:Company form
with a type of either Operating
Company, Customer or Vendor
The Requester Company must exist
on COM:Company with a type of
either Operating Company,
Customer, or Vendor. Select the
appropriate value.
1278 Requested For Company must be a
valid company in COM:Company
form with a type of either Operating
Company or Customer
The Requested Company must exist
on COM:Company with a type of
either Operating Company,
Customer. Select the appropriate
value.
1279 Assignee Company must be a valid
company in the COM:Company form
The Assignee Company must exist
on COM:Company. Select the
appropriate value.
1280 Invalid Vendor Person ID The Vendor Person ID must match a
Person ID in the CTM:People form.
1281 The Corporate ID and Company
specified does not exist on People
form
The Corporate ID and Company
must match both the Corporate ID
and Company in the CTM:People
form. Select the appropriate value.
1282 There is no Login ID associated to
the Corporate ID and Company
specified
The Login ID is not associated to the
Corporate ID and Company
specified in the CTM:People form.
1283 The Login ID associated to the
Corporate ID and Company does not
exist on User form
The Login ID associated to the
Corporate ID and Company must
exist in the User form. Select the
appropriate value.
1284 The Template Name does not exist
on CTM:LoadPeopleTemplate, or
the template is not promoted
The Template Name must exist on
CTM:LoadPeopleTemplate, or the
template must be promoted. Select
1285 Invalid Change Coordinator The Change Coordinator specified
must exist in CTM:People form with
a functional role of Infrastructure
Change Coordinator.
1286 Product Type cannot be found using
the CI Type specified
The CI Type is invalid. Select the
appropriate value.
1287 There must be a default support
group specified for the template
Specify a default support group for
the template.
1290 Invalid Certificate Name. There is no
matching License Certificate.
The Certificate Name must exist in
either AST:LoadLicenseCertificates
or AST:LicenseCertificates.
1291 Invalid categorization doesn't exist in
the PDL:ProductDictionary
The Product Categorization must
exist in PDL:ProductDictionary.
1292 Invalid CI Name The CI Name is invalid. Select the
appropriate value.
1293 Invalid Asset Reconciliation Identity The Asset Reconciliation Identity is
invalid. Select the appropriate value.
1294 Invalid Relationship Type - People The Relationship Type is invalid for
Asset People relationship. Select the
appropriate value.
1295 Invalid Relationship Type -
Organization
The Relationship Type is invalid for
Asset People Organization
relationship.
1296 Invalid Relationship Type - Support
Group
Asset People Support Group
relationship. Select the appropriate
value.
1297 Invalid Relationship Type - Support
Group - Multiple Group
Asset People multiple Support
Group relationship. Select the
appropriate value.
1298 Invalid Request Type The Request Type is invalid. Select
1299 Invalid Relationship Level The Relationship Level is invalid.
1300 Invalid People Organization
structure
The People Organization structure
must exist in the CTM:People
Organization form. Select the
appropriate value.
1301 Invalid Object Template Identifier for
Selected Object Template Type
The Object Template Identifier is
invalid. Select a valid Object
Template Identifier for the template
type selected.
1302 Invalid Variable Template Identifier The Variable Template Identifier is
invalid. Use a valid Variable
Template Identifier.
1304 Invalid Variable Mapping (Variable
Template Identifier and Object
Template Identifier should have the
same company or Variable Template
Identifier should be'- Global -')
Either use the same company in the
template identifier, or use -Global-
as the template identifier company.
1323 Invalid Inherent Group The Inherent Group is invalid.
Provide the appropriate value.
11000 Invalid Product Category
step, this validation may have failed.
The Product Category is invalid
based on data in the Product
Catalog. Enter a valid Product
Category.
11003 Invalid Support Company
loaded
The Support Company is invalid
based on data in the Company form.
Enter a valid Support Company.
11006 Invalid Product Name
The Product Name is invalid based
on data in the Product Catalog.
Enter a valid Product Name.
11008 Invalid Product Categorization Tier 1
The Product Categorization Tier 1 is
invalid based on data in the Product
Categorization Tier 1.
11009 Invalid Product Categorization Tier
2
11010 Invalid Product Categorization Tier
3
12100 Invalid Child CI Name or Child Class
ID
The Child CI Name or Child Class ID
is invalid. Provide a value that
matches one of the values for the
Name field in the
BMC_BaseElement form.
12101 Invalid Parent CI Name or Parent
Class ID
The Parent CI Name or Parent Class
ID is invalid. Provide a value that
matches one of the values for the
Name field in the
BMC_BaseElement form.
12103 An error was encountered during CI
data load.
Asset CI or Attribute data did not
load successfully.
15000 Invalid Knowledge Source Name Specify a valid Knowledge Source
Name.
15001 The specified Author user does not
exist or does not have proper
permissions
The Article Author is Invalid. Specify
an author with the required
permissions for creating knowledge
articles.
15002 The specified Assignee user does
not exist or does not have proper
permissions or is not available
The Article Assignee is Invalid.
Specify an assignee with the
required permissions for creating
knowledge articles.
15003 The specified Owner user does not
exist or does not have proper
permissions or is not available
The Article Owner is Invalid. Specify
an owner with the required
permissions for creating knowledge
articles.
15004 Invalid Article Status (only 'Draft',
'Published' or 'Retired')
Specify the article status as "Draft",
"Published" or "Closed".
15005 Invalid Article Language (does not
exist on form
'RKM:LanguageLocalization')
Specify a valid language for the
article.
15006 Invalid Article Document ID (does
not exist on
'RKM:KnowledgeArticleManager')
The article specified does not exist.
Specify a valid article ID.
15007 Invalid 'Related Entity Primary ID'
(does not exist on 'Related Article
Form')
Specify a valid related entity ID.
15008 Invalid 'AR Group name' (does not
exist on 'Group' form or the 'Group
ID' is < 0 or 'Group Category' is
"Dynamic" or 'Status' is not
"Current")
Specify a valid 'AR Group Name'.
15009 Invalid Article Rating (must be an
integer in the range 1-5)
Specify an article rating between
1-5.
15011 Invalid Article Status transition (does
not exist on
'RKM:CFG-StatusTransition')
Specify a valid article status.
15012 The event time for 'Create' event
should be the least among all other
event records on staging form for
the same Article
Specify a valid time for the article
history entry.
15013 The event time for 'Create' event
should be the least among all other
event records on target form for the
same Article
Specify a valid time for the article
history entry.
15014 The new status value in the last
'Status Change' event should match
the current status of the article on
'RKM:KnowledgeArticleManager'
Specify the new status, which should
be the same
as the current status.
15015 The new Assignee user in the last
'Assignment' event should match the
current Assignee of the article on
'RKM:KnowledgeArticleManager'
Specify the new user, which should
be the same
as the current user.
15016 The event time is not in accordance
with the Article Submit/Modified Date
on 'RKM:KnowledgeArticleManager'
Specify the event time between the
creation date
and last modification date
15017 Invalid Visibility Group Name Specify a valid visibility group name.
25000 Article Title is required Specify a title for the article. It
cannot be blank.
Errors for required fields
The following table lists error codes from missing required fields.
Error codes from missing required fields
200 Missing Required Fields For Access
ID
Specify values for the Access ID's
required fields.
201 Missing Required Fields For It Skills When IT Skills is selected,
Operational Category Tier1 and
Product Category Tier 1 are
required.
202 Missing Home Fields Home fields are required when client
type is set to Home-based.
203 Paging Times Is Required Specify paging times values.
204 Time Zone Is Required Specify a time zone.
205 The Open Times field and Close
Times field must either both have
values or both be empty
Either specify values or clear the
values for both the Open Time and
Close Times fields.
206 Pager Service Provider Is Required
When On-Call Paging Type Is
Generic
Either specify a pager service
provider value or assign On-Call
Paging Type a value other than
Generic.
207 Pager Parameters Email Is Required
For The Selected Pager Service
Provider
Either specify a pager parameters
email value or select a pager service
provider that does not require a
pager parameters email.
208 Pager Parameters Pin Is Required
For The Selected Pager Service
Provider
pin value or select a pager service
pager parameters pin.
209 Pager Parameters Phone Is
Required For The Selected Pager
Service Provider
phone number value or select a
pager service provider that does not
require a pager parameters phone
number.
210 Pager Parameters Pin And Phone Is
Required For The Selected Pager
Service Provider
pin or a pager parameters phone
value or select a pager service
pager parameters pin or pager
parameters phone.
211 Operational Category Tier 1 and 2
are required fields when Operational
Either select values for operational
value selected for operational
category tier 3.
212 At least one sub-category is required
when Incident Management is
selected
Specify at least one subcategory.
213 Change Management selected; at
least one sub category is required
Specify at least one subcategory.
214 Source Cost Center And Distribution
Percentage Are Required
Specify values for Source Cost
Center and Distribution Percentage.
215 Person ID Is Required Specify a value for Person ID.
216 Source Cost Center Is Required Specify a value for Source Cost
Center.
217 Both the Product Name and
Manufacturer are required when
defining a Product within Product
Catalog
Specify values for both product
name and manufacturer.
218 Login ID is required when On-Call
paging type is set to Individual
Either specify a value for Login ID or
set the On-Call Paging Type to a
value other than Individual.
219 Site Required when the Client Type
is Office-Based Employee,
Field-Based Employee or Contractor
Either specify a value for Site or
specify a value for Client Type other
than Office-Based Employee,
Field-Based Employee, or
Contractor.
220 Missing Required Fields for Wallet
attribute
When Wallet Attribute is selected,
Category and Type are required.
221 Generic Category Tier 1 and 2 are
required fields when Generic
Either select values for generic
value selected for generic category
tier 3.
222 Manufacturer is required when
specifying Product Name
Either specify a value for
Manufacturer or clear any value
specified for Product Name.
223 Product Name required with
specifying Manufacturer
Either specify a value for Product
Name or clear any value specified
for Manufacturer.
224 Product Tier 1 through 3,
Manufacturer, and Product Name
fields are required when Model
Version is entered
Either specify values for Product Tier
1 through 3, Manufacturer, or
Product Name, or clear any value
specified for Model Version.
225 Product Tier 1 through 3 are
required when either Product Name
or Manufacturer is entered
1 through 3, or clear any value
specified for Product Name and
Manufacturer.
226 Product Tier 1 is required when
Product Tier 2 or 3 is entered
1, or clear any values specified for
Product Tier 2 and Product Tier 3.
227 Product Tier 1 and 2 are required
fields when Product Category Tier 3
is entered
1 and 2, or clear any value specified
for Product Category Tier 3.
228 Operational Category Tier 1 is a
required field when either
Operational Category 2 or 3 is
entered
Operational Category Tier 1 or clear
any values specified for Operation
Category 2 and Operational
Category 3.
229 Company Menu Structure Tier 1 is
required when Menu Structure Tier 2
is entered
Either specify a value for Company
Menu Structure Tier 1 or clear any
value specified for Menu Structure
Tier 2.
230 Company Menu Structure Tier 1 and
Tier 2 are required when Menu
Structure Tier 3 is entered
Either specify a value for Company
Menu Structure Tier 1 or clear any
value specified for Menu Structure
Tier 3.
231 Organization is required when
specifying Department
Organization or clear any values
specified for Department.
232 User Service Restoration, User
Service Request, Infrastructure
Restoration or Infrastructure Event is
required when Incident Management
flag is selected
Either specify values for User
Service Restoration, Service
Request, Infrastructure Restoration,
and Infrastructure Event, or deselect
the Incident Management flag.
233 Organization and Department must
be blank when specifying Global
Contact Company
Either clear the values specified for
Organization and Department or
clear the value specified for Global
Contact Company.
234 Region, Site Group and Site must be
blank when specifying Global
Company
Region, Site Group, and Site, or
clear the value specified for Global
Company.
235 The License Type, Full Text License
Type and Default Notification
Mechanism is required when
specifying Login ID
License Type, Full Text License
Type and Default Notification
Mechanism or clear the value
specified for Login ID.
236 The Login ID is required when the
Support Staff flag is set to Yes
Either specify a value for Login ID or
set the Support Staff flag to No.
237 The Currency is required when
specifying the Hourly Rate Value
Either specify a value for Currency
or clear any value specified for
Hourly Rate Value.
238 Support Company, Support
Organization, Support Group,
Inherent Group, and Functional Role
fields must be left blank when the
Approval For field is set to Individual
Support Company, Support
Organization, Support Group,
Inherent Group, and Functional
Role, or set the Approval For field to
a value other than Individual.
239 First Name, Last Name, Inherent
Group, Functional Role, and
Approver Login ID field must be left
blank when the Approval For field is
set to Group
First Name, Last name, Inherent
Group, Functional Role, and
Approver login ID, or set the
Approval For field to a value other
than Group.
240 First Name, Last Name and
Approver Login ID fields are required
when the Approval For field is set to
Individual
First Name, Last Name, and
Approver login ID, or set the
Approval For field to a value other
than Individual.
Organization and Support Group are
all required when the Approval For
field is set to Group
Support Company, Support
Organization, and Support Group, or
set the Approval For field to a value
other than Group.
242 CI Type is required and CI Name
must be blank when Select On field
is set to CI Type
Either specify a value for CI Type as
well as clearing the value from CI
Name or specify a value other than
CI Type for the Select On field.
243 CI Name and Reconciliation Identity
are required. CI Type and All
Product Categorization Tiers must
be blank when the Select On field is
set to CI Name
Specify a value for both CI Name
and Reconciliation Identity; either
clear the values from CI Type and
All Product Categorization Tiers or
set the Select On field to a value
other than CI Name.
244 All Product Categorization Tiers
need to be blank when CI Name is
entered
Either clear the values from All
Product Categorization Tiers or clear
the value specified for CI Name.
245 Process field is required when the
Covering field is set to Specific
Process
Either specify a value for Process or
specify a value other than Specific
Process in the Covering field.
246 Process field should be Left blank
when the Covering field is set to All
Either specify a value for Process or
specify a value other than All in the
Covering field.
247 'Time Management Type', Year and
'Status Reason' fields are required
when the 'Attribute Type' is set to
'HR Time Management'
Either enter values for Time
Management Type, Year, and Status
Reason, or set HR Time
Management to a value other than
Attribute Type.
Organization and Assigned Group
are required when Event field is
"Script"
Either specify values for Support
Company, Support Organization,
and Assigned Group, or set Event to
value other than Script.
249 Resolution Product Tier 1 is required
when Resolution Product Tier 2 or 3
is entered
Either specify a value for Resolution
Product Tier 1 or clear any values
specified for Resolution Product Tier
2 and Resolution Product Tier 3.
250 Resolution Product Tier 1 and 2 are
required fields when Resolution
Product Category Tier 3 is entered
Product Tier 1 and Resolution
specified for Resolution Product Tier
3.
251 Resolution Product Tier 1 through 3
are required when either Resolution
Product Name or Manufacturer is
entered
Product Tier 1 through Resolution
specified for Resolution Product
Name and Manager.
252 Resolution Product Tier 1 through 3,
Resolution Manufacturer, and
Resolution Product Name fields are
required when Resolution Model
Version is entered
Product Tier 1 through Resolution
Product Tier 3 and Resolution
Product Name or
clear any values specified for
Resolution Model Version.
253 Incident Template ID or Template
Name are required when Incident
Action Type is Template
Either specify values for Incident
Template Id and Incident Template
Name or set Action Type to a value
other than Template.
254 Operational Category Tier 1 or
Product Category Tier 1 are required
when Incident Action Type is
Categorization
Either specify values for Operational
Category Tier 1 and Product
Category Tier 1 or set Incident
Action Type to a value other than
Categorization.
255 Summary or Notes are required
Summary/Notes
Either specify a value for Summary
or Note or set the Incident Action
Type to a value other than
Summary/Notes.
256 Script Description is required when
Incident Action Type is Script
Either specify a value for Script
Description or set Incident Action
Type to a value other that Script.
257 Solution Database ID is required
Solution
Either specify a value for Solution
Database ID or set Incident Action
Type to a value other than Solution.
258 Known Error ID is required when
Incident Action Type is "Known
Error"
Either specify a value for Known
Error ID or set Incident Action Type
to a value other than Known Error.
259 Decision Tree Main Branch ID or
Decision Tree Previous Branch ID
fields are required when this branch
is not a main branch
Either specify values for Decision
Tree Main Branch ID and Decision
Tree Previous Branch ID columns in
the ProcessSetup-Incident.xl
spreadsheet or move the values sx
from the CFG-DecisionTree-Branch
tab to the
CFG-DecisionTree-MainBranch tab.
260 When the Customer Person ID is not
populated, the Customer's
Company, First Name and Last
Name are required
Either specify values for Customer's
Company, First Name, and Last
Name, or specify a value for
Customer Person ID.
261 When the Contact Person ID is not
populated, the Contact's Company,
First Name and Last Name are
required
Either specify values for Contact's
Name, or specify a value for Contact
Person ID.
262 The Resolution or Resolution
Categorization Tier 1 field is required
when the status is either Resolved
or Closed and the Service Type is
User Service Restoration or
Infrastructure Restoration
Either specify values for the
Resolution and Resolution
Categorization Tier 1 fields, or set
Status to a value other than
Resolved or Closed or set Service
Type to a value other than User
Service Restoration or Infrastructure
Restoration.
263 The Status Reason field requires a
value when the Status is either
Pending or Resolved
Either specify a value for Status
Reason or set Status to a value
other than Pending or Resolved.
264 The Last Resolved Date is required
when the Status is either Resolved
or Closed
Either specify a value for Last
Resolved Date or set Status to value
other than Resolved or Closed.
265 The Closed Date is required when
the Status is Closed
Either specify a value for Closed
Date or set Status to a value other
than Closed.
266 The Assignment Group, Assignee,
or Assignee Login ID field must be
filled in
Specify values for either Assignment
Group, Assignee, or Assignee Login
ID.
267 The Owner Group, Owner, or Owner
Login ID field 'must be filled in
Specify values for either Owner
Group, Owner, or Owner Login ID.
268 The Reported To Vendor Date is
required when a Vendor Group is
selected for assignment
Either specify a Reported To Vendor
Date or clear any Vendor Group
specified for assignment.
269 All Recipient Group Fields are
required when Notify is set to Group
Either specify values for all of the
recipient group fields or set Notify to
a value other than Group.
270 Recipient Person ID or Recipient
field is required when Notify is set to
Individual
Either specify values for the
Recipient Person ID or Recipient
fields or set Notify to a value other
than Individual.
271 Either the Person ID or the
combination of Company, First
Name, and Last Name is required
for the customer
Either specify a value for Person ID
or change the values specified for
Name to make them a valid
combination.
272 When the Requester Person ID is
not populated, the Requester
Name are required
Either specify a value for Requestor
Person ID, or specify values for
Requester Company, First Name,
and Last Name.
273 If any of the following fields are
populated, all are required --
Company, Support Group,
Organization, Support Group Name
Either specify values in all or none of
the following fields:
Company
Support Group
Organization
Support Group Name
274 When the Requested For Person ID
is not populated, the Requested For
Name are required
Either specify a value for Requested
For Person ID, or specify values for
Requested For Company, First
Name, and Last Name.
275 Either the Impact, Urgency or
Priority is required
Specify values for Impact, Urgency,
and Priority.
276 When the Customer Person ID is not
populated, the Customer Company,
Customer First Name, and Customer
Last Name are required
Either specify a value for Customer
Customer Company, Customer First
Name, and Customer Last Name.
277 If any of the following fields are
populated, all are required --All
Assignee Company, Assignee
Organization, Assignee Group Name
Either specify values in all or none of
the following fields:
All Assignee Company
Assignee Organization
Assignee Group Name
278 The Problem Coordinator
Assignment Group, Problem
Coordinator Assignee or Problem
Coordinator Assignee Login must be
filled in
Specify a value for Problem
Coordinator Assignment Group,
Problem Coordinator Assignee, or
Problem Coordinator Assignee
Login.
279 The Status Reason field requires a
value when the Status is either
Completed or Cancelled
Either specify a value for Status
Reason or set the value of Status to
something other than Completed or
Cancelled.
280 At least one of the three product
categorizations or the product name
is required when the problem
investigation status is "Completed"
Either specify a value for one of the
product categorizations or the
product name or set the problem
investigation status to a value other
than Completed.
281 When the Requester Person ID is
not populated, the Requester's
Company, First Name and Last
Name are required
Either specify a value for Requester
Requestor's Company, First Name,
and Last Name.
282 The Problem Coordinator Assignee
or Problem Coordinator Assignee
Login is required when status is
"Assigned" or "Under Investigation"
Either specify values for Problem
Coordinator Assignee or Problem
Coordinator Assignee Login or set
the status to a value other than
Assigned or Under Investigation.
283 The Assignee Assigned Group and
Problem Assignee or Assignee
Login ID are required when status is
"Under Investigation" or "Completed"
or "Closed"
Either specify values for Assignee
Assigned Group and Problem
Assignee or Assignee Login ID
fields, or set the status to a value
other than Under Investigation,
Completed, or Closed.
284 The Assignee Assigned Group (or
Problem Assignee or Assignee
Login ID) is required when the status
is set to "Assigned" or "Closed"
Either specify values for Assignee
Assigned Group or Problem
Assignee and Assignee Login ID, or
set the status to a value other than
Assigned or Closed.
285 Vendor name and contact are
required when the problem
investigation is assigned to a vendor
Either specify values for vendor
name and contact or unassign the
problem investigation.
286 Either the Requested By Person ID
or the combination of Requested By
Support Company, First Name and
Last Name is required
Either specify values for Requested
By Person ID or specify values that
make the combination of Requested
By Support Company, First Name,
and Last Name valid.
287 Either the Requested For Person ID
or the combination of Requested For
First Name and Last Name is
required
Either specify values for Requested
For Person ID or specify values that
make the combination of Requested
For First Name and Last Name valid.
288 When the Requested By Person ID
is not populated, the Requested By
Support Company, First Name and
Last Name are required
By Person ID or specify values for
Requested By Support Company,
First Name, and Last Name.
289 When the Requested For Person ID
is not populated, the Requested For
First Name and Last Name are
required
For Person ID or specify values for
Requested For First Name and Last
Name.
290 The Completed Date is required
when the Status is either Completed
or Closed
Either specify a value for Completed
Date or set the status to a value
other than Completed or Closed.
291 Level is required when the Process
used is of type Parent-Child
Either specify a value for Level or
specify a value other than
Parent-Child for Process.
292 Individual Approver is required when
the Process used is of type
Parent-Child
Either specify a value for Individual
Approver or specify a value other
than Parent-Child for Process.
293 The Organization Company and
Location Company must be the
same
Specify the same value for both
Organization Company and Location
Company.
294 The Change Manager Support
Group, Change Manager or Change
Manager Login must be filled in
Specify values for Change Manager
Support Group, Change Manager, or
Change Manager Login.
295 Link to Request ID and Form field is
required
Specify values for Request ID and
Form.
Status is required when Change
Request Status is "Pending" or
"Rejected"
Either specify a value for Change
Request Previous Status or set the
Change Request Status to a value
other than Pending or Rejected.
Status Reason is required when
Change Request Previous Status is
"Pending"
Either specify a value for Change
Request Previous Reason or set the
Change Request Previous Status to
a value other than Pending.
298 The Timing Reason is required when
Timing is "Expedited"
Either select a timing reason or
change the timing to a value other
than Expedited.
299 The Internet E-Mail is required when
Default Notify Mechanism is E-mail
Either enter an email address or
change the Default Notify
Mechanism to a value other than
E-mail.
2000 The Scheduled Start Date and
Scheduled End Date are required
when the Change Requested Status
is past the Planning In Progress
state
Either add a scheduled start and end
date or set the Change Requested
Status to Planning In Progress or a
status prior to this.
2001 The Actual Start Date, Actual End
Date, and Performance Rating are
required when Change Request
Status is Completed or Closed
Either supply an Actual Start Date,
Actual End Date, and Performance
Rating, or set the Change Request
Status to a value other than
Completed or Closed.
2002 Owner or Owner Group are required
when Notification Date is set
Either specify an Owner or Owner
Group or clear the Notification Date
field.
2003 The Term conditions field requires
an entry for Rolling Contract
Specify Term conditions in the
Rolling Contract field.
Status is required when Change
Request Previous Status Reason is
filled in
Either select a value for Change
Request Previous Status or clear the
value selected for Change Request
Previous Status Reason.
2005 License Type, Full Text License
Type and Default Notify Mechanism
are required when Support Staff is
"Yes"
Either complete all the required
fields or set Support Staff to No.
2006 Contract Type is required Populate the Contract Type field.
2007 Change Requester is required if End
of Lease is defined
Either populate the Change
Requester field or remove End of
Lease from the definition.
2008 Cost Center is required Enter a cost center.
2009 Expiration Date is required when
specifying a Fixed or Rolling
Contract term
Enter a value for Fixed Contract or
Rolling Contract term.
2010 Notification Date is required when
specifying a Fixed Contract term
Enter a value for Fixed Contract
term.
2011 The Expiration Date is required Enter a value for Expiration Date.
2012 The Notification Date is required Enter a value for Notification Date.
Organization and Notification Group
are all required
Enter values for Support Company,
Support Organization, and
Notification Group.
2014 Connection Answer 01 is required Either enter a value for Connection
Answer 01 or use a different license
type.
type.
type.
type.
type.
type.
type.
type.
type.
type.
2024 Compliance Answer 01 is required Either enter a value for Compliance
type.
type.
type.
type.
type.
type.
type.
type.
type.
type.
2034 A Master Certificate Identifier is
required when Certificate Group
Status is "Attached To Group"
Either specify a master certificate
identifier or specify a value other
than Attached to Group for
Certificate Group Status.
2035 License Type is required Enter a value for license type.
2036 Target Date is required when Status
is not at Draft stage
Either specify a value for the Target
Date, or set the Status to Draft.
2037 Site field is required on template Specify a value for Site.
2038 Client Type is required on template Specify a value for Client Type.
2039 Company is required on template Specify a value for Company.
2040 Login ID is required when request
type is People
Either specify a value for Login ID,
or set the value of the request type
to a value other than People.
2041 Relationship Level, Contact
Company, Organization, and
Department are required when
request type is People Organization
Either specify values for
Relationship Level, Contact
Company, Organization, and
Department, or set the value of the
request type to a value other than
People Organization.
2042 Contact Company, Support
Organization, and Support Group
Name are required when request
type is Support Group
Either specify values for Contact
Company, Support Organization,
and Support Group Name, or set the
value of the request type to a value
other than Support Group.
2043 Operational Categorization Tier 1 is
required when Create Request is set
to Yes
Specify Operational Categorization
Tier 1.
2239 First Name, Last Name, Support
Support Group field must be left
blank when Approval For field is set
to Inherent Group/Role
Leave these fields blank when
Approval For field is set to Inherent
Group/Role.
2241 Inherent Group is required when the
Approval For field is set to Inherent
Group/Role
Provide a value for the Inherent
Group field.
15010 While creating 'Group Watch List'
rule, both 'Remedy Login ID' and
'Article ID' should be null
'Remedy Login ID' and 'Article ID'
should be blank.
25001 Article Owner Group could not be
assigned
An invalid knowledge source was
specified. Specify a valid knowledge
source.
25002 Article Document ID is required Specify a document ID for the
article.
25003 'Related Article Request Type' is
required
Specify the type of the related article
ID.
25004 'Related Entity Primary ID' is
required
Specify the Related Entity Primary
ID.
25005 If adding an article to the watch list,
'Remedy Login ID' is required
Specify a valid 'Remedy Login ID' for
the watch list.
25006 At least one field out of 'Remedy
Login ID', 'Support Group Name' and
'Article ID' is required
Fill in one of 'Remedy Login ID',
'Support Group Name' or 'Article ID'
with a valid value.
25007 For 'Assignment' event, both 'Old
Assignee Login ID' and 'New
Assignee Login ID' are required
Specify both 'Old Assignee Login ID'
and' New Assignee Login ID'.
25008 For 'Status Change' event, both
'Previous Value' and 'New Value' are
required
Specify valid values for old and new
status.

Errors for duplicate data

The following table lists error codes from duplicate data.
Error codes from duplicate data
300 Duplicate Record On Staging Form Either delete the duplicate record
from the staging form or modify the
data in the record to make it unique.
301 Duplicate Record On Target Form Either delete the duplicate record
from the target form or modify the
data in the record to make it unique.
304 Navigation Tiers for Company are
not unique
Modify the company navigation tiers
to make them unique.
305 Login ID exists on the staging form Either delete the duplicate Login ID
from the staging form or modify it to
make it unique.
306 Login ID exists on the User Form Either delete the duplicate Login ID
from the user form or modify it to
make it unique.
307 An entry with this product
categorization and a blank product
name already exists on target form
Either delete the entry with the
duplicate product categorization and
blank product name from the target
form or modify them to make them
unique.
308 An entry with the product name and
manufacturer already exists on the
target form
Either delete this entry with the
duplicate product name and
manufacturer from the target form or
modify them to make them unique.
309 An entry with this product
categorization and blank product
name already exists on the staging
form
duplicate product categorization and
blank product name from the staging
form or modify them to make them
unique.
310 An entry with the product name and
manufacturer already exists on the
staging form
duplicate product name and
manufacturer from the staging form
or modify them to make them
unique.
311 Invalid product alias because a
duplicate alias will be created from
the Product Catalog staging form
Either delete the duplicate alias from
the Product Catalog staging form or
modify it to make it unique.
312 Duplicate Site Alias from Site
staging form
Either delete the Duplicate Site Alias
from the Site staging form or modify
it to make it unique.
313 Duplicate Support Group Alias from
Support Group staging form
Delete the duplicate Support Group
Alias from the staging form or modify
314 Cannot create company relationship.
Global relationship will be created
from the PCT:LoadProductCatalog
staging form
An association for this product
categorization was created for all
companies (Global) through
PCT:LoadProductCatalog when the
Map to Global field is set to Yes for
this product categorization on the
PCT: LoadProductCatalog form
(PCT-ProductCatalog on ProductC
). Delete the record in atalog.xlsx
the PCT:LoadProdComAssoc form
for this product categorization.
Global relationship is already being
created from the
CFG:LoadGenericProdSerAssoc
staging form
Modify the company relationship to
make it unique.
316 Cannot create association to the
specified company. Global
association already exists on target
form
Delete the global association from
the target form and try again or
create an association using a
company that is unique.
specified company. Global
association already exists on staging
form
Delete the global association from
the staging form and try again or
create an association using a
company that is unique.
318 Cannot create global company
relationship. Relationship already
exists with other company on target
form
Delete the global company
relationship with the other company
from the target form and try again, or
create a global company relationship
using another company.
319 Cannot create global company
relationship. Relationship already
exists with other company on
staging form
Delete the global company
relationship with the other company
from the staging form and try again,
or create a global company
relationship using another company.
320 Invalid company alias because a
duplicate alias will be created from
Company staging form
Either delete the duplicate Company
alias from the staging form, or create
a company alias using a different
company.
Global relationship will be created
from the CFG:LoadServiceCatalog
staging form
Modify the company relationship to
make it unique.
322 Duplicate Company Multi-tiered
menu structure already exists
The duplicate Company multi-tiered
menu structure exists either in the
COM:Company form or in the
COM:LoadCompany staging form.
323 Alternate Login ID and For Login ID
cannot be same
Change either the Alternate Login ID
or the For Login ID so they are not
the same.
324 Duplicate Script or Decision Tree
Identifier on Staging Form
Delete the duplicate script and / or
the duplicate decision tree identifier
from the staging form, or modify
them to make them unique.
325 Duplicate Script or Decision Tree
Identifier on Target Form
Delete the duplicate script and / or
the duplicate decision tree identifier
from the staging form, or modify
them to make them unique.
326 Duplicate Group Event Mapping
Association on Staging Form
Delete the duplicate group event
mapping association from the
staging form, or modify it to make it
unique.
327 Duplicate Group Event Mapping
Association on Target Form
Delete the duplicate group event
mapping association from the target
form, or modify it to make it unique.
328 Duplicate Decision Tree Branch ID
on Staging Form
Delete the duplicate decision branch
identifier from the staging form, or
329 Duplicate Decision Tree Branch ID
on Target Form
Delete the duplicate decision branch
identifier from the target form, or
specified Support Group because a
duplicate association would be
created from Template staging form
Create any associations other than
those created by the Template
staging form.
331 Duplicate Record on Reverse Target
Association Form
Delete the duplicate record from the
reverse target association form, or
332 Duplicate Support Group on
Broadcast Staging Form
Delete the duplicate support group
from the broadcast staging form, or
333 Duplicate Solution Alias on Staging
Form
Delete the duplicate solution alias
from the staging form, or modify it to
make it unique.
334 Duplicate Solution Alias on Target
Form
Delete the duplicate solution alias
from the target form, or modify it to
make it unique.
335 Duplicate Change Template on the
Staging form
Delete the duplicate change
template from the staging form, or
336 Duplicate Change Template on the
Target form
Delete the duplicate change
template from the target form, or
337 The Signature Identifier must be
unique
Change the signature identifier to
make it unique.
338 Duplicate impacted area for a default
entry
Delete the impacted area being
loaded because it will automatically
be created by the change.
339 Duplicate Permission Group exists
on the Staging Form for People
Template Permission Group
Delete the duplicate permission
group from the staging form for the
People Template Permission Group.
340 Duplicate Support Group
Association exists on the Staging
Form for People Template Support
Group Association
association from the staging form for
the People Template Support Group
Association.
341 Duplicate Support Group Functional
Role exists on the Staging Form for
People Template Support Group
Functional Role
functional role from the staging form
for the People Template Support
Group Functional Role.
342 Duplicate Template Identifier Delete the duplicate template
identifier.
343 Duplicate Association Identifier Delete the duplicate association
identifier.
344 Duplicate Default Group set to Yes
on the Staging Form for People
Support Group Association
Set only one default group to Yes on
the staging form for People Support
Group Association.
on the Target Form for People
Support Group Association
Set only one default group to Yes on
the target form for People Support
Group Association.
346 Duplicate Record On Target Form
with same instance ID
Either delete the duplicate record
from the target form or specify a
unique instance ID.
347 Duplicate Contract Identifier Specify a unique contract identifier.
348 Duplicate Incident ID and Service
ReconID exist on staging form.
Either delete the duplicate Incident
ID and Service ReconID from the
staging form or specify a unique
Incident ID and Service ReconID.
349 Duplicate Incident ID and Service
ReconID exist on HPD:Associations
form.
Either delete the duplicate Incident
ID and Service ReconID from the
HPD:Associations form or specify a
unique Incident ID and Service
ReconID.
on the Staging Form for the same
Template Name
On the staging form, either set a
different Default Group to Yes or use
a different Template Name.
on the Target Form for the same
Template Name
On the target form, either set a
different Default Group to Yes or use
a different Template Name.
352 Cannot create multiple Service or CI
on staging form
Either delete the duplicate Service or
CI from the staging form, or use a
unique Service or CI.
353 Cannot create multiple Service or CI
on target form
Either delete the duplicate Service or
CI from the target form, or use a
unique Service or CI.
354 Duplicate Permission Group exists
on the Target Form for People
Template Permission Group
Remove the duplicate permission
group from the People Template
Permission Group target form.
355 Duplicate Support Group
Association exists on the Target
Form for People Template Support
Group Association
Remove the duplicate support group
association from the People
Template Support Group
Association target form.
356 Duplicate Support Group Functional
Role exists on the Target Form for
People Template Support Group
Functional Role
Remove the duplicate support group
functional role from the People
Template Support Group Functional
Role target form.
357 The Corporate ID and Company
specified is not unique on People
form
duplicate Corporate ID and
Company on People form or modify
358 The Login ID associated to the
Corporate ID and Company is not
unique
Either delete the duplicate record or
359 Template Name is not unique on
Either delete the duplicate Template
Name from
CTM:LoadPeopleTemplate or modify
360 Cannot update people record when
Client Type on template is
Home-Based Employee
Set the value of Client Type to a
value other than Home-Based
Employee.
361 The relationship you are trying to
create already exists on target form
for the specified request type and
role
Either delete the duplicate record on
the target form or modify it to make it
unique.
362 The relationship you are trying to
create already exists on staging form
for the specified request type and
role
the staging form or modify it to make
it unique.
363 Duplicate Primary Contact set to Yes
on the Target Form
the target form or modify it to make it
unique.
364 Duplicate Primary Contact set to Yes
on the staging form
the staging form or modify it to make
it unique.
35000 Duplicate Knowledge Article on
Staging form
The specified Knowledge Article is
already present on the staging form.
35001 Duplicate Knowledge Article on
Target form
The specified Knowledge Article is
already present on the target form.
35002 Duplicate 'additional company' for
the article.
Specify a new 'additional company'.
The currently specified company is
already present as an 'additional
company'.
35003 Duplicate 'Business Service' for the
article.
Specify a new 'Business Service'.
already present as a 'Business
Service'.
35004 Duplicate "Organization -
Department" for the article.
Specify a new 'Organization -
Department'. The currently specified
company is already present as an
'Organization - Department'.
35005 Duplicate "Region-Site Group-Site"
combination for the article.
Specify a new 'Region-Site
Group-Site'. The currently specified
company is already present as a
'Region-Site Group-Site'.
35006 Duplicate "Operational Tiers" for the
article.
Specify a new 'Operational Tiers'.
already present as 'Operational
Tiers'.
35007 Duplicate "Product tiers" for the
article.
Specify a new 'Product tiers'. The
currently specified company is
already present as 'Product tiers'.

Errors during dataload promotion

The following table lists error codes that occur during dataload promotion.
Error codes during dataload promotion
400 An error was encountered during
data promotion. The Short
Description field of this record has
been updated with the error details.
Check the Short Description field for
the error message details and Troub
f leshooting validation and promotion
or troubleshooting information.

Error when running jobs

If you have tried to run a job and you see the following message, you should wait a few minutes and try running the
job again.
Data management process flow is currently being initialized or rebuilt, this will
finish shortly, please run the job in a few minutes (ARERR 48698)
If you have waited a significant amount of time (10-15 minutes), and you are still experiencing the same issue,
contact your BMC Remedy AR System Administrator, and ask the Administrator to access the
DMT:SYS:StagingFormDependency form and click . You can then return your job and try Rebuild Sequence Table
running it again.
The section provides information about how to resolve Data Management issues.
Troubleshooting data loads
Troubleshooting validation
Troubleshooting validation and promotion
Troubleshooting data wizard counts and updates
System messages
System messages can appear for all steps and they summarize issues that may have occurred during a step:
General message if Validate step errors have been detected (use or click in Error Management View Data
the step to see which records are in error and which error code is present)
General message if Promote step errors occur
Example
A custom field was added to the CTM:People target form and was not included in the required
CTM:LoadPeople form data push. This will generate a ARERR message for a missing required
field.
Troubleshooting data loads
During data loads, you may encounter load data errors or load errors.
Load data errors
If load data errors are encountered, the field in the Step Details information (Step window) for the Load Data Errors
Load step displays the errors. Click to see the errors or save them. View/Save Compressed Error File
Load data errors appear when a transformation (containing error handling) has trapped an error for specific data in a
spreadsheet tab. These errors occur when a required field is missing or you have incorrect selection field values in
your dataload spreadsheets. Each exception records the row, sheet, and error message trapped and outputs it to a
spreadsheet. Each spreadsheet tab is captured in its own Microsoft Excel file, and, at the end of a job, they can be
zipped up and attached to the Load step.
Load errors
These errors show in the field in the Step Details information (Step window) for the Load step. Click Load Errors Vi
to see the errors or save them. ew/Save Compressed Error File
If load errors occur, before performing any other troubleshooting procedures, check that the rows in the named
spreadsheet have the correct cell formatting applied, as shown in the following list:
Row 1: General
All other rows: Text
Note
Errors caused by incorrect spreadsheet cell formatting can be common, especially if you have
copied and pasted information from one spreadsheet to another.
Load errors appear when Atrium Integrator has encountered an error. Errors can range from a systematic Atrium
Integrator issue (for example, connectivity issues) to an issue caused when inbound data has not been formatted as
required (for example, invalid date formats in dataload spreadsheets).
The level of detail provided in the Load Errors field is based on the log level specified in the Atrium Integrator jobs
(specified from the Job Console if you are a DMT Admin). To assist you with determining why load issues are
occurring, you can alter this value to something more informational (Detailed, Debug, Rowlevel etc.) so that
additional details can be passed back to the step load error.
Recommendations
If you are using the Debug level:
To minimize the volume of data and determine what the warning message is, copy the job
in question and only use a subset of data in the spreadsheet.
Always reset this level back to its normal value of Minimal to reduce future performance
concerns.
Ensure others are not loading data on the machine while you are debugging. It is easier
to work with smaller sets of data when you are identifying issues.
Tip
If you run into a situation where a Load step is stuck in progress, verify that you have selecte not
d the server option as described at: Disable Escalations Preparing BMC Remedy AR System to
. run the application
Troubleshooting validation
This section describes how to check and fix errors that are specific to validation.
Checking license compliance
You can load people into the system only if you have sufficient licenses. If you do not have enough licenses, an
error message is displayed during the LoadPeople Promote step.
To fix the license compliance, you must either:
Add the required licenses
1.
a.
b.
c.
d.
Load people only for whom you have sufficient licenses
Troubleshooting validation and promotion
To troubleshoot possible errors in validation and promotion, you can perform tasks described in the following
sections:
Monitoring the thread manager for a halted validation or promotion
Recovering from a halted validation or promotion
Checking for errors in validation and promotion
Monitoring the thread manager for a halted validation or promotion
When you start a validation or promotion, records are added to the DMT:ThreadManager form. At the end of the
process, the records are removed.
You can search for records in the DMT:ThreadManager form. If the records are not being added, modified, or
removed, the process has halted. Follow the instructions below in . Recovering from a halted validation or promotion
Recovering from a halted validation or promotion
If either validation or promotion is halted before the operation is complete, an administrator must:
Reset the maximum number of filters for an operation to the original value.
If you encounter the following error, check the field in the forms that have the error flag Short Description
set:
An error was encountered during data promotion. The Short Description field of
this record has been updated with the error details.
Check for other errors as described below in . Checking for errors in validation and promotion
To recover from a halted validation or promotion
Reset the maximum number of filters for an operation to the original value.
Open the ARSystem Administration Console.
The Server Information window appears.
Change the value in the field to the original value, and then click Maximum Filters for an Operation
. OK
BMC Remedy ARSystem is installed with this value set to 200000.
Checking for errors in validation and promotion
Check for errors in validation and promotion in the following places:
The Error Management window Errors found on staging forms are flagged. For details about fixing
errors, see . Managing data errors
ARerror.log This log file lists errors in running validation and promotion.
CAI Events form Search for records with Return Code set to Error. The comments in Return Message
indicate which error occurred.
Troubleshooting data wizard counts and updates
To troubleshoot possible errors during counts and updates, you can perform the following activities:
Monitoring the data wizard for a halted count or update
Rerunning the count or update
The amount of time for a count or update to take depends on the total number of records being checked and on the
number of affected records. For example times, see the performance benchmarks for modifying records with the
data wizard that are available from . Performance benchmarks for Data Management
Monitoring the data wizard for a halted count or update
Monitor the Data Wizard Status window. If an item in the Status Window is stuck at Pending, and does not change
to Complete, an error might have occurred during the update.
Note
If the count or update is halted or interrupted, follow the procedure described in Rerunning the
to rerun the data wizard action. count or update
To check for errors
Check for errors in the following places:
DLD:Lock form Search for a record with FormName01 = DLD:SYS:DataWizAction. If there is such record,
it indicates either the process is still running, or a processing error is preventing this record from being
deleted after the process has completed.
CAI Events form Search for records with App Interface Form = DLD:SYS:DataWizAction. The comments
in the Return Message field indicate which error occurred.
Filter log Run the filter log to check for any errors.
Rerunning the count or update
If the count or update is halted or interrupted, you can rerun the data wizard action; the count or update is completed
on the remaining forms.
1.
a.
b.
c.
2.
a.
b.
c.
1.
2.
3.
a.
b.
4.
To rerun the count or update
Clear the lock that indicates the data wizard is running.
Open the DLD:Lock form.
Search for a record where the field is set to DLD:SYS:DataWizAction. Form Name01
Delete the record.
Rerun the count or update.
On the Data Wizard Console, click . View Audit Log
Open the audit of the action that was halted or interrupted.
Click . Re-Run
The count or update resumes running from where it was halted or interrupted.
Note
You can perform a new count instead of rerunning a count. For an update,
however, you must perform a rerun.
Troubleshooting the multi-tenancy update
If the multi-tenancy update utility encounters a condition that prevents it from finishing the updates to a form and its
associated data, it moves the form to the Fail status and stops running. The update utility will not process the
remaining Pending forms until the condition that caused the update to fail is corrected and the updates are applied
to the failed form and its data.
If a form fails, you must investigate why the multi-tenancy update utility stopped running and correct the problem. In
most cases, you can determine the cause of the failure by reviewing either the or the on the BMC Filter log SQL log
Remedy AR System server. After you correct the problem, you need to restart the update utility.
The following procedure describes a best practice method for investigating a failed form.
To troubleshoot the multi-tenancy update
On the BMC Remedy AR System server, . turn on filter and SQL logging
Open the Application Maintenance console.
Find the entry in the Application Maintenance console with the status of Fail, as described in Investigating
, then reset the status of the record to Pending. multi-tenancy update processing issues
To do this:
In the Application Maintenance console table, select the record with the Fail status.
Click . Reset to Pending
Note
The Reset to Pending button is only available when the selected record is in the
Fail status.
On the Application Maintenance console, click to start the multi-tenancy update workflow on the record Run
that you reset.
4.
5.
6.
7.
8.
When the workflow finishes running against the selected record, the record returns to the Fail status and the
processing stops.
Review the filter and SQL logs to determine and then fix the cause of the failure.
After you fix the problem, repeat steps 3 through 5 until the update completes with a status of Successful.
Turn off filter and SQL logging.
Restart the multi-tenancy update utility manually.
The section provides information about how to resolve BMC IT Service Management Process Designer issues. The
following topics are provided:
Cannot see the Process Designer entries in the Application List
Issues with the ARID plug-in
Troubleshooting Process Designer installation
Internet Proxy Server connection errors in Process Designer
Cannot see the Process Designer entries in the Application List
Check the following:
If the user has Process Designer Administrator or Process designer Sub-Administrator permissions.
If the Mid Tier cache has been refreshed since running PDICT.
Issues with the ARID plug-in
If you see errors when tasks are created at runtime, or if you see failures when updating the Process Designer ARID
Configuration, check the following:
If the AR service was not re-started during the server install, re-start the service and try again.
Check that the ARID plug-in entry in the file is correct. ar.conf
Check that the ARID plug-in entry is correct.
Check that the file has the correct format and that the path to the authentication file is valid. ARID.xml
Check that the Process Designer ARID Configuration entry is correct, and that a valid path is entered for the
aradminpass path.
If file logging is enabled, make sure that the log file path/name is valid.
Check that an file exists in the location identified by the path in the Process Designer ARID ari.dat
Configuration entry. If it does not, enter the user name and password in the AID configuration entry and then
click . Update Password file
If you make any of the previous changes, re-start the AR service before you try again.
If the Process Designer Java plug-in still does not work correctly, check the Java version that is currently used by
the BMC Remedy plug-in server. The Process Designer plug-in must use Java version 1.6 or later. To check the
version currently being used by the BMC Remedy plug-in server, locate the file (default location: armonitor.cfg C:\P
) on your AR System server. rogram Files\BMC Software\AR System\Conf
Comment out any references to jre1.5 or earlier for the pluginsvr line in this file and replace them with the following
entry:
"<javapath>" -Xmx512m -classpath "C:\Program Files\BMC
Software\ARSystem\pluginsvr;C:\Program Files\BMC
Software\ARSystem\pluginsvr\arpluginsvr7604_build002.jar"
com.bmc.arsys.pluginsvr.ARPluginServerMain -x <servername> -i "C:\Program Files\BMC
Software\ARSystem" -m
where <servername> is your server name and <javapath> is the location of your Java 6 runtime binaries (the default
location is ). C:\Program Files\Java\jre6\bin\java
If you must modify this file, re-start the BMC Remedy service to pick up the change.
Troubleshooting Process Designer installation
BMC Remedy IT Service Management Process Designer is installed as a Data Visualisation Module and viewed in a
data visualisation field.
The installation of the Data visualization Module is performed automatically as part of the PDICT Core installation.
Process Designer runs on the Mid Tier and errors occur in the display of Process Designer diagrams if:
the Mid Tier configuration is incorrect
the Process Designer server is not connected to a Mid Tier
a valid AR System server connection is not available to the session or is broken during generation of the
diagram.
You must also correctly configure the on the tab of the Server Information entry. Default Web Path Advanced
Re-start the web server and remedy service following either a manual or automatic (using PDICT) creation or update
of the data visualization configuration entries.
Internet Proxy Server connection errors in Process Designer
An internet proxy server can interfere with the way Process Designer connects to the BMC Remedy AR Server. In
this scenario, the following error message is displayed:
ERROR(90) Cannot establish a network connection to the AR System server; Can't
connect to SOCKS proxy:Connection timed out: connect
To resolve the issue, avoid launching BMC Remedy ITSM Process Designer by clicking its icon. Instead, run the
following command from the command prompt:
Java jar "<ProcessDesignerClientInstallPath/ProcessDesigner.jar" --DsocksProxyHost=
Proxy Hostname --DsocksProxyPort=Proxy portNumber
where the is optional and required only if port 1080 is not being used. portNumber
Example
Java -jar "C:\Program Files\BMC Software\Process Designer
8\ProcessDesigner.jar" -DsocksProxyHost=socks.hostname.com
-DsocksProxyPort=2850
Known issues
This page describes known and corrected issues related to the BMC Remedy ITSM Suite.
The topics provided include:
BMC Remedy ITSM Suite installer issues
BMC Remedy AR System issues
BMC Atrium Core issues
Data Management issues
Foundation issues
BMC Asset Management issues
BMC Change Management issues
BMC Knowledge Management issues
BMC Remedy Process Designer 8.3.03 issues
BMC Service Desk issues
BMC Service Level Management issues
BMC Service Request Management issues
Accessibility (JAWS screen reading software) issues
Note
If you are using a local offline version of this documentation and you experience issues with
opening thumbnail graphics, select the required graphic from the list of attachments provided at
the bottom of the page.
BMC Remedy ITSM Suite installer issues
Known and corrected issues related to the BMC Remedy ITSM Suite installer
Click here to expand...
Click the Defect ID column heading to sort this table or to change the sort direction.
Tracking
number
Application Issue Affected
versions
Corrected
in
SW00431032 Common On computers
running the IBM AIX
operating system,
when you click Zip
in the All Logs
Maintenance Tool,
the utility retrieves
and zips the
installation log files
for only the BMC
Remedy ITSM
Suite,
instead of the
installation log files
for all
installed BMC
applications.
Run Workaround:
the Maintenance
Toll for
each BMC
application installed
on the computer,
and click Zip Logs
button to collect
their
logs files separately.
8.1.00
SW00432643 Common Installation fails on
computers running
SUSE Linux 10.
Set Workaround:
the number of open
file descriptors
limit to by 10000
using the c ulimit
ommand.
If you run setup.s
, you must edit h
the file and
replace the ulim
value it
wherever the
following line
occurs: ulimit
-n 20000
If you run setup.
, execute the bin
following
command:
ulimit -n
10000
8.1.00
SW00445029 BMC
Change
Management
The installation log
contains warning
messages
after a successful
upgrade from
Service Pack 1
of version 7.6.04 to
version 8.1.00.
8.1.00
SW00445289 BMC Remedy
ITSM Process
Designer
Installation of BMC
Remedy ITSM
Process
Designer 8.3.03 fails
on computers
running Windows,
with an IBM DB2
database server.
8.1.00
SW00445409 Common When you upgrade
to version 8.1.00,
the
integration with
BMC Remedy
ITSM Process
Designer is broken.
: Workaround
Upgrade Process
Designer
to the latest version
and the integration
with BMC Remedy
IT Service
Management
is restored.
8.1.00
SW00445071 BMC
Knowledge
Management
When you try to
upgrade BMC
Knowledge
Management from
version 7.6.03 Patch
003
to version 8.1.00 on
AIX with an IBM
DB2 9.7
database server, the
installation fails
while
importing the rkm_d
file. eplapp.def
8.1.00
SW00445730 Common If you upgrade from
7.0.03 Patch 10
to 8.1.00, you
sometimes see a
unique index
warning when the
installation is
finished. The errors
listed in
the install log are
actually benign and
you can safely
ignore them.
8.1.00
SW00445845 Common With Windows 2012,
you see the
following
error if you try to
start the
installer with the set
command: up.exe
Installer User
Interface
Mode Not
Supported The
installer
cannot run in
this UI mode. T
o specify
the interface
mode, use
the --i
command-line
option,
followed by the
UI mode identif
ier. T
he valid UI
modes
identifiers
are GUI,
Console, and
Silent.
: Workaround
If you are running
Windows 2012,
do run not setup.ex
to e
start the installer
(due to an
incompatibility
problem). Instead,
run
instead, setup.cmd
or
run setup.exe -i
GUI
for the interface
mode.
8.1.00
SW00446863 Common 8.1.00
When upgrading
ITSM or SRM to
version 8.1.00
in a customized
environment, you
might
encounter the
following error when
the
post-install union
view creation record
is
imported to the MS
f M:MigrationTasks
orm:
INFO -
Error
importin
g record
1:
ERROR
(48747):
;
The
"<Custom
Selectio
n
Value>"
selectio
n value
from
"<Custom
ized
Request
Form>"
cannot
be found
for the
"CONSOLI
DATEDSTA
TUSREASO
N" field
on the
"SHR:Uni
on_Overv
iewConso
le"
View
Form.Ens
ure all
selectio
n
values
exist
and try
again.
Workaround:
After the upgrade
has completed,
add the customized
selection value(s)
from the form
identified in the error
message to the
corresponding
consolidated field on
the view form (also
identified in the error
message)
and then rebuild the
Database Union
Structure.
SW00445817 BMC
Change
Management
Installation
completes with
errors when you
upgrade from
an earlier version of
BMC Change
Management to
version 8.0.00 or
later when the
number of
non-closed change
requests are more
than 10000.
The following error
message is
displayed when
the arx file is
imported.
Error importing
record 3: ERROR
(298):
Too many
filters
processed
during this
operation
: Workaround
On the t Advanced
ab of the Server
Information page,
set the value of
8.1.00
Maximum Filters for
an operation
parameter to numbe
r of open
change requests *
. For 50
example. if the
number of
non-closed change
requests
are 20000, set the
value ofMaximum
Filters for an
operation parameter
to 1000000
(20000*50). Import
the failed arx
manually. You may
find the failed arx at:
<InstallationDirect
ory>\
BMCRemedyITSM
Suite\Workflow\
post_install
upgrade_from_v.r.
mm__to_v.r.mm_
\systems\chg\work
flow\en\.\chg_
MSM_MigrationTas
ks_cfg.arx.
You can query the
number of
non-closed
change requests
in the database by
using the following
SQL statement:
select count
(*) from
chg_Infrastruct
ure_Change
where
(Change_Request
_Status
!= 11
SW00446926 Common The system does
not display the
Attribute Deletion
panel when you
rerun the BMC
Remedy ITSM 8.0
Installer after
performing an
upgrade.
8.0.00
8.1.00
8.1.01
BMC Remedy AR System issues
Known and corrected issues related to BMC Remedy AR System.
Use this section to learn about the issues that exist in this release of BMC Remedy AR System and to look for
workarounds to known problems before contacting Support.
Goal Instructions
Learn about issues that are open in the BMC Remedy
BMC Remedy Action Request System known issues
in version 8.1.00
Know about the issues and workarounds install before
ing or upgrading BMC Remedy AR System
Install and upgrade known issues
Learn about AR System server issues with
accessibility
Accessibility known issues in version 8.1.00
Understand the workarounds for BMC Remedy
Developer Studio and its customization known issues
BMC Remedy Developer Studio known issues in
version 8.1.00
Get a list of BMC Remedy Email Engine known issues
and recommendations
BMC Remedy Email Engine known issues in version
8.1.00
Know about the BMC Remedy Flashboards known
issues
BMC Remedy Flashboards known issues in version
8.1.00
Know about the BMC Remedy Mid Tier, RTF fields
and Report console known issues
BMC Remedy Mid Tier known issues in version 8.1.00
Learn about existing issues with BMC Remedy
Migrator
BMC Remedy Migrator known issues in version 8.1.00
BMC Atrium Core issues
Known and corrected issues related to BMC Atrium Core.
Use this section to learn about the issues that exist in this release of BMC Atrium Core and to look for
workarounds to known problems before contacting Support.
Topic Description
BMC Atrium Core known issues Open issues in BMC Atrium Core. These include the
following areas:
Installation and upgrade
Product Catalog
Service Context
Web services
Atrium Integrator known and corrected issues Known issues in Atrium Integrator
BMC Atrium Integration Engine known and corrected
issues
Known issues in BMC Atrium Integration Engine
Localization known issues in BMC Atrium Core Known issues in Localization
Data Management issues
Known and corrected issues related to Data Management.
Click the Defect ID column heading to sort this table or change the sort direction.
Tracking number Application or
Foundation area
Issue Affected versions Corrected in
SW00409854 Data Management While performing a
data import with the
Data Management
feature, the Part
Number field is not
created with the
specified size. It is
being created with a
smaller size.
7.6.04
8.0.00
8.1.00
8.1.01
Foundation issues
Known and corrected issues related to Foundation.
Tracking number Application or
Foundation area
Issue Affected versions Corrected in
SW00448719 Common While creating a
work detail note, if
you double-click an
existing work detail
note, the new work
detail note closes
without warning and
you lose the text.
7.6.04
8.0.00
8.1.00
8.1.01
SW00397704 User Interface Many of the system
messages that
appear in BMC
Remedy ITSM
contain multiple
double quotaton
marks.
7.5.01
7.6.03
7.6.04
8.0.00
8.1.00
8.1.01
SW00423762
BMC Change
Management
BMC Service
Desk
This issue only
applies if you have
configured your
installation for the H
ub and Spoke
. capability
The transfer of
non-supporting staff
for service provider
companies from a
hub server to a
spoke server should
be disabled.
You Workaround:
should create not
for service provider
companies on your
hub server, as
recommended in our
documentation. You
should only create
for server provider
companies on your
spoke server.
8.1.00
SW00403194 Forms The text labels on
some back end
forms are truncated
when you view them
with Mozilla Firefox
browser.
7.6.03
7.6.04
8.0.00
8.1.00
8.1.01
SW00438039 Consoles User IDs without the
correct permissions
are able to access
the BMC Atrium
CMDB.
7.6.04.02
8.0.00
8.1.00
8.1.01
SW00441818 People form When creating a
People record for a
support person, the
Foundation module
is not validating the
login ID for carriage
return characters.
7.6.04
8.0.00
8.1.00
8.1.01
BMC Asset Management issues
Known and corrected issues related to BMC Asset Management
Click any column heading to sort this table or change sort direction.
Defect ID Category Description Affected versions Corrected in
SW00428522 For purchase
orders, when order
software, order
hardware, or order
software or
hardware
combinations are
not in inventory, no
CI is being related to
the change request
when the product is
coming from a
purchase request or
from inventory (no
CI is associated in
the ta Relationship
b.)
Go to Workaround:
the process flow
view and look up the
purchase requisition
number. Use this
number to find the
CIs received via the
requisition. Those
are the CIs that the
change implementer
needs to deploy.
8.1.00 8.1.01
SW00431796 Relationships When you select
multiple
relationships from
the t Relationships
ab of the Change
request, and click R
, only the first emove
record was
removed.
7.6.04, 8.0.00,
8.1.00
8.1.01
SW00396846 Relationships When you relate an
unidentified CI from
an alternate data set
to a change request,
and then the CI
information is
modified, the
updated information
displayed in the
Request Summary
of the change
request is incorrect.
You can no longer
relate unidentified
CIs to a change
request, even from
an alternate data
set.
7.6.04, 8.0.00,
8.1.00
8.1.01
SW00432703
Software License
Management
Connection
compliance
calculations do not
include non product
software CIs like
packages or
operating systems.
Additional out of the
box license types
have been
introduced to
include non product
softwares when
calculating software
compliance. For
more details about
the new license
types, see <<include
link here>>
7.6.04, 8.0.00,
8.1.00
8.1.01
SW00445882 Search The search results
of the predefined
search, Search for
By Database,
displayed a list of all
Software Servers
instead of only
database servers.
7.6.04, 8.0.00,
8.1.00
8.1.01
SW00445919 Relationships You could not open
the related CI record
from CI list
displayed on the Rel
tab of a ationships
Service Offering
Instance CI record.
8.0.00 8.1.01
SW00446135 Asset Management
console
If you had a People
relationship with a
CI that had a record
in multiple
sandboxes with the
same Recon ID, the
My Personal CIs
table displayed the
same CI relationship
record multiple
times.
8.0.00 8.1.01
console
Advanced search
options were not
displayed on the
Business Service
search form.
8.0.00 8.1.01
SW00448432 Costing Cost entries
associated to the
software contract
were not updated
when the Purchase
Cost, Order ID, and
Part Number values
were deleted from a
related license
certificate.
8.0.00 8.1.01
console
The selected CI
Type or Status
values in the
application
preferences are
ignored when
displaying Asset
records in the Asset
Management
console, if you also
selected a value for
the Role.
7.6.04, 8.0.00,
8.1.00
8.1.01
console
Select the following
filters on the Asset
Console:
Filter By - By
Server Types >
All
Dataset Name -
BMC Asset
Role - Supporte
d By
Select a Support
, and Group Type
other criteria
based on the
selected Support
Group type.
The following error
was displayed
instead of actual
filtered results:
Unknown field
referenced in
query line : at
position 56 (
'Primary
Capability' )
(ARERR 1587)
7.6.04, 8.0.00,
8.1.00
8.1.01
SW00403226 Permissions Users with Contract
Config permissions
were unable to
modify contract
types.
7.6.04, 8.0.00,
8.1.00
8.1.01
Console
On the Asset
Management
console, when you
filter the Asset table
using the My
Support Group filter,
the search results
displayed results
were not filtered
based on the
selected data set.
7.6.04, 8.0.00,
8.1.00
8.1.01
SW00440081 Software License
Management
For out of the box
license models,
BMC Operating
System type
configuration items
were not included
when calculating
compliance.
7.6.04, 8.0.00,
8.1.00
8.1.01
SW00448359 Relationships The a Owner Name
nd f Owner Contact
ields were not
automatically
updated with the
people information
after a People
record was related
to the CI with a Own
relationship. ed By
8.0.00, 8.1.00 8.1.01
SW00448542 When you clicked
the button on Clear
the tab of General
the Manage CI
dialog box, the value
of the fiel Company
d was cleared.
8.0.00, 8.1.00 8.1.01
Management
The following issues
were seen when a
license certificate
was added to a
Master Certificate
created using the
Grouping feature:
Removing a
license certificate
from the group
did not update
the reduced
count of the
licenses
License
certificates could
not be renewed
from within the
Master
Certificate. You
had open and
renew the license
certificate, and
then manually
group it to the
Master
Certificate.
7.6.04 SP4, 8.0.00,
8.1.00
8.1.01
SW00448840 Configuration Items You were unable to
update the status of
CIs automatically
created form a
Purchase
Requisition using a
configuration.
7.6.04, 8.0.00,
8.1.00
8.1.01
SW00448859 Configuration Items When you accessed
the CI record from
the Relationships
tab of an incident
record, related
Change and
Incident records
were not displayed
in the Show
menu on Related
the ta Relationship
b of the CI record.
They were,
however, displayed
if you accessed the
CI record from the
Asset Management
console.
7.6.04, 8.0.00,
8.1.00
8.1.01
SW00448998 Search Combining search
criteria like Impact,
Priority, Status, or
Urgency with filters
such as Contains,
Ends with, Starts
with caused the
search to display an
error.
Filters like Contains,
Ends with, Starts
are disabled when
using search criteria
selected from a
drop-down list.
7.6.04, 8.0.00,
8.1.00
8.1.01
SW00449002 Search Search returned an
error if you selected
a user role and then
selected a Status,
Impact, or Priority
filter for your search.
7.6.04, 8.0.00,
8.1.00
8.1.01
SW00449013 Localized views In the German
locale, when viewing
a Configuration
Item, the left panel
menu labels were
truncated and a
horizontal scroll bar
was displayed.
7.6.04, 8.0.00,
8.1.00
8.1.01
SW00449015 Localized views In the German
locale, the menu
options for the
Contract
Management
console were
incorrectly
translated.
7.6.04, 8.0.00,
8.1.00
8.1.01
SW00449018 CI Search The Inventory
Location advanced
search dialog box
was missing fields
that were displayed
when creating the
inventory location.
7.6.04, 8.0.00,
8.1.00
8.1.01
SW00449026 Software license
management
The following error
was displayed even
when there were
License Certificates
associated with the
License Contract
and were displayed
in the License
tab of the Details
Software Contract:
There are no
License
Certificates
associated with
this Software
Contract.
7.6.04, 8.0.00,
8.1.00
8.1.01
SW00449895 Audit trail The audit trail for
line items modified
for Purchase Order
Lines displayed the
name of the
Submitter instead of
the user who
modified the record.
7.6.04, 8.0.00,
8.1.00
8.1.01
SW00447438 Configuration Items The Quick Links >
option Explore CI
on the Configuration
Item form was
disabled for the
System Resource
CI.
7.6.04, 8.0.00,
8.1.00
8.1.01
Management
On the Manage CI
Information dialog
box displayed by
selecting the
Manage CI option
on the Asset
Console, when you
select a an CI Type
d click , the Search
Product
dro Categorization
p down lists
displayed on the
search form list all
available options
instead of only
options related to
the selected CI
Type.
7.6.03, 7.6.04,
8.0.00, 8.1.00
8.1.01
Management
When you selected
the Upgrade
option Certificate
on the License
tab of a Details
license certificate
that was a part of a
Master Certificate,
the following error
was displayed when
the upgrade wizard
was completed:
The combination
already covered
(ARERR 10000)\
However, after
clicking on the OK
errors displayed,
and saving and
exiting the wizard,
and then clicking the
Refresh on the
option on Contract
the License Details
tab of the license
certificate, the
upgraded license
certificate was
displayed.
7.6.04, 8.0.00,
8.1.00
8.1.01
BMC Change Management issues
Known and corrected issues related to BMC Change Management
BMC Knowledge Management issues
Known and corrected issues related to BMC Knowledge Management
BMC Remedy Process Designer 8.3.03 issues
Known and corrected issues related to BMC Remedy Process Designer 8.3.03
Tracking number Issue Affected versions Corrected in
SW00435120 An error occurs when you
use theprocess field
value as a Price field
value in the Purchase
Line Item creation. An
error is reported in the log
file as follows:
ERROR (986): Currency
fields cannot be used for
grouping
: Workaround
Use an explicit value
instead of the process
field value for the
corresponding product.
8.3.03
SW00435136 Sometimes Work Order
fails to get created when
using a field reference
value for the support
group.
: Workaround
Use explicit support
groups within the action.
8.3.03
SW00435140 Incident requests,
Problem requests, and
Work Orders cannot be
created from a Work
Order process, and by
using Use Parent
Requester Details.
: Workaround
Use explicit values
instead of Use Parent
Requester Details.
8.3.03
SW00446727 When you use BMC
Remedy ITSM Process
Designer with DB2, the
following issues are
faced:
Predefined queries do
not work correctly.
Process Mapping does
not work correctly.
Workflows looking for
database platform fail
to run. : Workaround
8.3.03
SW00447646 The tasks are duplicated
when you promote a
process that hasat least
one conditional step.
: Workaround
8.3.03
SW00448456 The dependency lines are
duplicated in
sub-processes if you use
a sub-process that has
been changed and then
promoted to Live.
: Workaround
8.3.03
Remedy ITSM Process
Designer with BMC
Change Management,
and if the approval
mapping is configured to
not have a change
approval in the Planning
In Progress state, the
Scheduled Start date and
Scheduled End Date are
requested.
: Modify or Workaround
delete the designer
process.
8.3.03
SW00448605 The condition is not
evaluated when you use
thep_assignment_count
marker in the branching
condition in a process.
: Workaround
Manually replace the
p_task_assignment_count
marker in the conditional
outcome with the
p_assignment_count
value, and then re-deploy
the process.
8.3.03
SW00433675 The Go-Back functionality
in the Process Wizard
does not work if the
previous task was an
auto-complete task.
: Workaround
8.3.03
SW00434614 When a Work Order is
created from a service
request by using the
Create New Request
action, any updates to the
Work Info or Activities log
in the Work Order is not
reflected in the service
request. Similarly, any
updates in the service
request is not reflected in
the Work Info or Activities
log.
: Workaround
8.3.03
SW00435133 A user from one company
is able to update or set
fields from requests from
other company by using
Set Field or Update
Request.
: Workaround
8.3.03
SW00435137 The check-box field type
is not populated by using
the Set Field action.
: Workaround
Use either character or
integer type.
8.3.03
SW00435305 Updating the Date or
Time field by using the
Update Parent Request
action fails.
: Workaround
8.3.03
SW00435308 When an error occurs that
prevents an ARID job to
complete, the error
message field in the job is
not populated with an
error message, or is
populated with an
irrelevant error message.
: Workaround
8.3.03
SW00439976 For the Create New
Request action, theFull
Field list does not show
the text that you entered
in the Short Description
field in the ?? dialog box.
: Workaround
8.3.03
Remedy ITSM Process
Designer with BMC
Service Request
Management, the Work
Order creation process
does not use the values
specified by the user for
Location Company and
Company.
: Workaround
8.3.03
SW00441865 The following issues are
faced when you use BMC
Remedy ITSM Process
Designer in French:
The email addresses
field is not enabled
after you select the
defined email address.
A few buttons are not
shown completely
within some forms.
Some text is not
translated to French.
Workaround:
8.3.03
SW00442599 When you upgrade from
version 8.3.01 of BMC
Remedy ITSM Process
Designer (formerly known
as Abydos Designer) to
BMC Remedy ITSM
Process Designer 8.3.03,
upgrading PDICT show
errors.
: Workaround
8.3.03
1.
2.
SW00442930 The tasks are not
assigned when to whom?
Set Field actions are
exported or imported from
SQL or Oracle server
database.
: Workaround
Open the action and save
it again.
8.3.03
SW00443180 BMC Remedy ITSM
Process Designer reads
the custom approval
processes although ad
hoc approval process is
defined for service
requests.
: Workaround
8.3.03
SW00443898 TheApproval and
Rejection values are not
shown on the dependency
lines inProcess Tracker.
: Workaround
8.3.03
SW00443958 The password is not
updated in the Process
Designer config.
: Workaround
Update the password
file with the new
credentials, and then
click the Update
button password File
.
Restart the BMC
Remedy AR system
server.
8.3.03
SW00444736 When using the date field
type in a process field for
a task, the Set Field and
Update Request actions
using this field fail to
complete.
: Workaround
Use the date/time process
field type. This is
applicable for date values
too.
8.3.03
SW00444793 The Force Restart flag set
for incident request,
problem request, and
work order fails to run.
: Workaround
8.3.03
SW00444833 An error is encountered
when the length of the
qualification set forSet
Field or Update Request
action exceeds 256
characters.
: Workaround
8.3.03
SW00445219 The AND dependency
does not work correctly.
: Workaround
8.3.03
SW00445561 Need more
information/clarification.
8.3.03
SW00445589 The values on the Full
list do not change Field
after you change them
and click the button. OK
Workaround:
8.3.03
SW00445831 The field in the Submitter
list always Full Field
contains the ARID
username. It cannot be
set to the logged-in user.
8.3.03
SW00445887 When you set a Create
New Request action on
BMC Service Request
Management to create an
incident request, and
when you use the On
Behalf Of option to create
the request on behalf of
another user, the incident
request is created.
However, the customer
value is set to the
Requested By user, and
not the Requested For
user.
: Workaround
8.3.03
Process Designer Client
is not launched when the
default webpath is not
configured.
Workaround:
8.3.03
SW00446046 The processes involving
approvals appear broken
into parts in the Process
Tracker view.
8.3.03
SW00447355 The BMC Remedy ITSM
Process Designer tasks
are not always visible.
They disappear when the
change request is in a
particular phase.
: Workaround
8.3.03
SW00447402 An error occurs when the
value greater than 15
characters is being
passed to the fiel which??
d on theon ABYD:Task
Action form.
Workaround:
8.3.03
SW00447553 The layout of the
dependency lines in
Process Tracker is
different for Requester
and Approver.
Workaround:
8.3.03
SW00447557 The tasks of a service
request are not aligned
vertically or horizontally in
Process Trackeras they
are in Process Designer.
: Workaround
8.3.03
SW00447737 Need more clarification. 8.3.03
SW00447769 When a service request is
created with a service
request definition that
creates a work order, and
for which approval is
required, thework order is
generated although the
service request is
rejected.
: Workaround
8.3.03
SW00447770 In fulfillment requests
other than change
management, the
designer processes do
not restart when the
request is reopened.
: Workaround
8.3.03
SW00448230 Work order is not created
when the Create New
Request action is set to
create the work order by
using "Use Service
Request Customer data".
: Workaround
8.3.03
SW00448937 The second task in the
process does not execute
when the process
requires an approval
action, and when the
second task is dependent
on the previous task being
approved.
Workaround:
Create an intermediate
task with a switch to
auto-complete on
approval.
8.3.03
SW00448945 When the p_task_id is not
set correctly, the process
stops when the work
order is created.
Workaround:
8.3.03
SW00449009 Some fields on BMC
Remedy ITSM application
forms contain Process
Designer Administrator
and Process Designer
Sub Administrator
permissions and no public
permissions.
Workaround:
8.3.03
SW00449195 During the installation,
BMC Remedy ITSM
Process Designer jar files
do not get installed
correctly.
Workaround:
Manually add the BMC
Remedy ITSM Process
Designer jar files to the
Data Visualization Mode
system files, and restart
the web server. Also,
clear the cache.
8.3.03
SW00432812 Conditional tasks in the
process are displayed in
the standard shape when
viewing a process in the
Service Request
Definition.
Workaround:
8.3.03
SW00435312 An error occurs when a
Purchase Request is
created. More details
required, like which ITSM
app? under what
circumstances?
Workaround:
8.3.03
SW00435315 Any changes made to the
are lost if a ?? process?
validation error occurs
when saving a process.
Workaround:
8.3.03
SW00435316 If you change the request
form in an Update
Request action, the
field-value pairs for fields
that do not exist on the
new form are not
removed.
Workaround:
8.3.03
SW00435318 When using the butt Back
on on the Create Request
Wizard, the value for the
Same as Parent Request
is not retained.
Workaround:
8.3.03
SW00435323 After unchecking the first
task in a process as the
starting task, the client
prompts you to set this
task as the starting task,
even if there is another
starting task in the
process.
Workaround:
8.3.03
Process Designer
approval process is not
selected by default when
creating an approval
action for a change
request.
Workaround:
8.3.03
SW00435327 The error message
"problem updating
SRD:ServiceRequestDefi
nition(CRQ000000000001
) shows the parent
change ID, and not the
Service Request
Definition ID. Need more
. information
Workaround:
8.3.03
SW00436069 The No additional data
error message is required
displayed in the Process
Wizard when there are
fields for use in the task,
and the error message is
not displayed when there
are no fields for use.
Workaround:
8.3.03
SW00436385 In the file, if a ARID.xml
relative path is used for
the authentication path
attribute, the ARID plugin
fails to read the
authentication file
resulting in an error when
running the plugin.
Workaround:
8.3.03
SW00439976 The fi Short Description
eld in the list is Full Field
not set to the changed
value.
Workaround:
8.3.03
SW00441463 If you use a colon in the
name of the export file,
BMC Remedy ITSM
Process Designer creates
an empty file with the
name preceding the
colon, and no error is
displayed for invalid
filename.
Workaround:
8.3.03
SW00442108 By default, the support
groups are not listed
alphabetically in the ??
Workaround:
8.3.03
SW00443900 The fiel Defined Address
d on the Email action is
disabled when the action
is first opened. Would
want to validate the exact
fieldnames, and the dialog
box name.
Workaround:
Select a different value,
and then select the
Defined Address value
again.
8.3.03
SW00444436 The entry is not created
for the BMC Remedy
ITSM Process Designer
version number in the SH
ARE:Application
form. Properties
Workaround:
8.3.03
SW00444652 When the process is
promoted to the Live
status, and the
sub-process is in the In
Test status, the process
tree shows that the
sub-process is in the In
Test status. This defect
description is confusing.
Need more clarification.
Workaround:
Refresh the process tree.
8.3.03
SW00444861 When you right-click the
live process, the Archive
and options are Suspend
not displayed in the
right-click menu.
Workaround:
8.3.03
SW00445204 After you upgrade from
version 8.3.02 to version
8.3.03 of BMC Remedy
ITSM Process Designer,
the field in the Base URL
Process Designer
Configuration console
does not contain a value.
Workaround:
8.3.03
SW00448525 The error message
displayed is not correct
when you delete or
archive a sub-process
that is in the Live status
and referenced from the
parent process.
Workaround:
Archive the parent
process, and then archive
the sub-process.
8.3.03
SW00435116 When the process fields
are used, the Creation ID
field values are not
populated for the Create
New Request action for
Purchase Request Line
Item. The process fields
cannot be used for Certifi
, and cate ID License
fields. Type
Workaround:
Use the actual values. As
sign them manually?
8.3.03
SW00435121 You cannot use dynamic
menus in the Process
Wizard when the values
are based on a previously
selected value in the
same process.
Workaround:
8.3.03
SW00435122 The emails for BMC
Service Request
Management processes is
not generated when
Assignee is selected even
though the BMC Remedy
ITSM Assignment email is
generated, The Task
remains assigned.
Workaround:
Use Notify Action. More
details required. Where is
this option?
8.3.03
BMC Service Desk issues
Known and corrected issues related to BMC Service Desk
The page known and corrected issues does not exist.
BMC Service Level Management issues
Known and corrected issues related to BMC Service Level Management
BMC Service Request Management issues
Known and corrected issues related to BMC Service Request Management
Accessibility (JAWS screen reading software) issues
Known and corrected issues related to accessibility
Issue description Workaround
On the web, you cannot use the keyboard to open
calendar controls.
Enter the dates into the date field manually.
When you are in Forms mode, you cannot read the
contents inside a read-only edit box.
Use the read-in keys to read the edit box contents.
You cannot select items in a drop-down menu. Use the PC cursor to navigate and select items from
the drop-down menu. Press to toggle from the Ins-Z
virtual PC cursor to the PC cursor.
You cannot enter information into the diary editor. Use the PC cursor to enter information into the Diary
Editor (the text field that appears in a new window
next to the field).
Displaying the for a page displays all the Links List
links in that page, including hidden ones. Hidden links
do not work when clicked.
Be aware that depending on what you are doing,
some links may not be active.
When using the Advanced Search Bar, all function
buttons have readable titles except the first button (the
left parenthesis).
Understand that the unlabeled first button is the left
parenthesis.
IFRAME titles are not identified properly. Names are
unique object IDs rather than descriptive names.
Determine the descriptive name from the IFRAME
content of the surrounding page.
The header list is not present in list tables. Browse through the header list in the table that
immediately precedes the list table.
The current sorting header of a list table is not
available from within the table.
Browse through the header list in the table that
Certain fields and buttons are named in a general
fashion and are not contained in form grouping
markup that associates them with relevant form fields.
Application developers should include the name of the
form group in the label for the form element.
Help frames do not contain meaningful frame names. Map the frame name with the content in the
application.
Help navigation structure does not contain meaningful
image names.
You can browse through content by using the an Next
d features in the main content area, and jump Back
directly to a named chapter with the links list function
when browsing with the JAWS screen-reading
software.
SAP Crystal Reports might not be accessible. BMC Remedy system administrators are responsible
for ensuring that the Crystal Reports that are produced
from within BMC Remedy systems are accessible.
Browser issues
Known and corrected issues related to browsers.
1.
2.
3.
1.
2.
3.
Defect ID Description Affected versions Corrected in
None When viewing the
documentation portal in
Internet Explorer 8, you
cannot expand a graphic
thumbnail by clicking it.
Go toTools >
Compatibility View
. Settings
Clear theDisplay
intranet sites in
c Compatibility View
heck box and then
click . Close
In the topic, click the
graphic thumbnail.
N/A March 15, 2013 BMC
documentation portal
platform upgrade.
None When viewing the
documentation portal in
Internet Explorer 8, you
have trouble posting
comments on a page.
On the page, clickAd
. d Comment
Although you cannot
type in your
comment, click . Post
You receive an error
message that you
cannot post an empty
comment, but you
now have a comment
box.
Enter your comment
and click . Post
N/A March 15, 2013 BMC

documentation portal
platform upgrade.
Known issues for the BMC Remedy ITSM Suite installer
The following issues remain open.
Tracking number Application Issue
SW00431032 Common On computers running the IBM AIX
operating system, when you click Zi
in the Maintenance Tool, p All Logs
the utility retrieves and zips the
installation log files for only the BMC
Remedy ITSM Suite, instead of the
installation log files for all installed
BMC applications.
Run the Maintenance Workaround:
Toll for each BMC application
installed on the computer, and click
button to collect their logs Zip Logs
files separately.
SW00432643 Common Installation fails on computers
running SUSE Linux 10.
Set the number of Workaround:
open file descriptors limit to b 10000
y using the command. ulimit
If you run , you must edit setup.sh
the file and replace the v ulimit
alue wherever the following line
occurs:
ulimit -n 20000
If you run , execute the setup.bin
following command:
ulimit -n 10000
SW00445029 BMC Change Management The installation log contains warning
messages after a successful
upgrade from Service Pack 1 of
version 7.6.04 to version 8.1.00.
SW00445289 BMC Remedy ITSM Process
Designer
Installation of BMC Remedy ITSM
Process Designer 8.3.03 fails on
computers running Windows, with an
IBM DB2 database server.
SW00445409 Common When you upgrade to version
8.1.00, the integration with BMC
Remedy ITSM Process Designer is
broken.
: Upgrade Process Workaround
Designer to the latest version and
the integration with BMC Remedy IT
Service Management is restored.
SW00445071 BMC Knowledge Management When you try to upgrade BMC
Knowledge Management from
version 7.6.03 Patch 003 to version
8.1.00 on AIX with an IBM DB2 9.7
database server, the installation fails
while importing the rkm_deplapp.de
file. f
SW00445730 Common If you upgrade from 7.0.03 Patch 10
to 8.1.00, you sometimes see a
unique index warning when the
installation is finished. The errors
listed in the install log are actually
benign and you can safely ignore
them.
SW00445845 Common With Windows 2012, you see the
following error if you try to start the
installer with the comman setup.exe
d:
Installer User Interface
Mode Not Supported The
installer cannot run in
this UI mode.
To specify the interface
mode, use the --i
command-line option,
followed by the UI mode ide
ntifier. The valid UI modes
identifiers are GUI,
Console, and Silent.
: Workaround
If you are running Windows 2012, do
run to start the not setup.exe
installer (due to an incompatibility
problem). Instead, run in setup.cmd
stead, or run for setup.exe -i GUI
the interface mode.
SW00446863 Common When upgrading ITSM or SRM to
version 8.1.00 in a customized
environment, you might encounter
the following error when the
post-install union view creation
record is imported to the MSM:Migr
form: ationTasks
INFO - Error
importing record 1:
ERROR (48747): ; The
"<Custom Selection
Value>" selection
value from
"<Customized Request
Form>" cannot be
found for the
"CONSOLIDATEDSTATUSRE
ASON" field on the
"SHR:Union_OverviewCo
nsole" View Form.
Ensure all selection
values exist and try
again.
Workaround:
After the upgrade has completed,
add the customized selection
value(s) from the form identified in
the error message to the
corresponding consolidated field on
the view form (also identified in the
error message) and then rebuild the
Database Union Structure.
SW00445817 BMC Change Management Installation completes with errors
when you upgrade from an earlier
version of BMC Change
Management to version 8.0.00 or
later when the number of non-closed
change requests are more than
10000. The following error message
is displayed when the arx file is
imported.
Error importing record 3:
ERROR (298):
Too many filters processed
during this operation
: Workaround
On the tab of the Server Advanced
Information page, set the value of
Maximum Filters for an operation
parameter to number of open
. For example. change requests * 50
if the number of non-closed change
requests are 20000, set the value
ofMaximum Filters for an operation
parameter to 1000000 (20000*50).
Import the failed arx manually. You
may find the failed arx at:
<InstallationDirectory>\BMCReme
dyITSMSuite\Workflow\post_insta
ll
upgrade_from_v.r.mm__to_v.r.m
m_
\systems\chg\workflow\en\.\chg_
MSM_MigrationTasks_cfg.arx.
You can query the number of
non-closed change requests in the
database by using the following SQL
statement:
select count (*) from
chg_Infrastructure_Change
where
(Change_Request_Status !=
11
Known issues for Foundation
The following issue remains open.
Foundation issues
Tracking number Application or Foundation area Issue
SW00423762
BMC Service Desk
This issue only applies if you have
configured your installation for the H
. ub and Spoke capability
The transfer of non-supporting staff
for service provider companies from
a hub server to a spoke server
should be disabled.
You should create Workaround: not
non-supporting staff for service
provider companies on your hub
server, as recommended in our
documentation. You should only
create non-supporting staff for
server provider companies on your
spoke server.
Known issues for BMC Asset Management
This topic describes the known issues that are associated with the BMC Asset Management application.
Tracking
number
Issue
SW00428522 For purchase orders, when order software, order
hardware, or order software or hardware combinations
are not in inventory, no CI is being related to the change
request when the product is coming from a purchase
request or from inventory (no CI is associated in the Rel
tab.) ationship
Go to the process flow view and look up Workaround:
the purchase requisition number. Use this number to
find the CIs received via the requisition. Those are the
CIs that the change implementer needs to deploy.
Browser issues
Recommendation
Use Mozilla Firefox instead of Microsoft Internet Explorer to access the documentation.
This following table describes known issues that are associated with browsers.
Issue Workaround
1.
2.
3.
1.
2.
3.
When viewing the documentation portal in Internet
Explorer 8, you cannot expand a graphic thumbnail by
clicking it.
Go to . Tools > Compatibility View Settings
Clear the Display intranet sites in Compatibility
check box and then click . View Close
In the topic, click the graphic thumbnail.
Explorer 8, you have trouble posting comments on a
page.
On the page, click . Add Comment
Although you cannot type in your comment, click Po
. st
You receive an error message that you cannot post
an empty comment, but you now have a comment
box.
Enter your comment and click . Post
.
Known issues for Change Management
The following issues remain open in this release.
Application issues
Tracking number Issue
SW00447308 (This issue is observed when you upgrade from version
8.0. of BMC Remedy ITSM to version 8.1 of BMC x
Remedy ITSM.)
When you try to relate a change request or a release
request to the existing request, an error is displayed
when you search for a change request from the Change
Relationship Search formor a release request from the
Release Relationship Search form.
: Workaround
Modify knowledge sources in BMC Knowledge
Management. For more information, seeModifying
in BMC Knowledge Management knowledge sources
online documentation.
SW00447318 If you have the approval process configured for the
Close Down approval phase or if you add an adhoc
approver when the change request is in the Scheduled
status, an error is displayed when the approver tries to
approve the request that is in the Completed stage from
the 3 way join form.
: Workaround
The approver should approve the change request by
clicking the button available in the change Approve
request, or from the Approval Central.
SW00447311 Beyond Planning in Progress stage, you are not able to
modify the task that is assigned to your support group.
Known issues for Data Management
The following issues remain open.
None The Data Management documentation has been
updated since the online help for ITSM Administration
and Data Management was created. For the latest
version of the documentation, see . Data Management
Known issues for BMC Knowledge Management
The following issues remain open in BMC Knowledge
Management.
Tracking
number
Issue
SW00415734 When you create a knowledge article from the Problem
Management Console, only the field is copied from Title
the problem investigation to the new knowledge article.
Copy the information from the other fields Workaround:
to the knowledge article, manually.
SW00419916 When you select under Quick Actions and Auto-Assign
then save the knowledge article, the field is Assignee
cleared.
The field does not lose its Workaround: Assignee
value. If you close and re-open the knowledge article,
the field appears correctly. Assignee
SW00420867 If you choose not to upgrade all of the BMC Remedy IT
Service Management (ITSM) applications to version
8.0.00 or later, when you disable or delete a knowledge
source, the list of available knowledge article templates
is not refreshed.
Log off and then log on again to see an Workaround:
updated list of knowledge article templates. For more
information about mixed version upgrades, see Mixed
. version upgrades
SW00422497 Links to knowledge articles in e-mail notifications that
are sent when a new version is created do not work.
The following error message is displayed:
No matches were found for your
qualification. (ARWARN 9296)
Search for the knowledge article using Workaround:
the title or article ID provided in the e-mail notification.
SW00418896 The value that you set for the View Boost Increment
configuration parameter does not affect the calculated
value of the SearchBoostValue parameter.
SW00420276 Even if you have the Knowledge Admin functional role,
BMC Knowledge Management displays the following
error message when you try to generate a custom
report:
You do not have access to this Form
(ARError 353)
SW00420281 While generating reports, the menu does not Company
include the names of any vendor companies.
Documentation known issues
The following issues remain open in the BMC Knowledge Management documentation
None In the offline documentation file that is provided on .zip
the BMC EPD website and on the documentation DVD,
the BMC Knowledge Management product name is
incorrectly followed by a "Beta" suffix.
Known issues for BMC Service Desk
Unable to render {include} The included page could not be
found.
Known issues for BMC Service Level Management
This page describes the known issues for BMC Service
Level Management. For a list of corrected issues, see Corre
. cted issues in version 8.1.00
Note
BMC recommends that you use Mozilla Firefox instead of Microsoft Internet Explorer to access
the wiki. If you are using Internet Explorer 8 and you are unable to expand a graphic thumbnail
by clicking on it, go to deselect "Display intranet sites in Tools > Compatibility View Settings,
Compatibility View" and then click on the graphic thumbnail.
Known issues for 8.1.00
Issue ID Description
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
SW00425356 When you create an Asset Restoration service target
using AST:CIUnavailability,add specific milestone
actions, andthen build the service target, the Milestone
filter does not build as expected.
Workaround
From the Home Page, open the Application
Expand Service Level Management > Configure
Application Settings.
Double-click . Templates
From the list, select . Show Templates For Actions
Double-click the entry Notify Availability Assignee
.
Click one of the duplicate z1D Action entries.
Click . Remove Item
Click OK.
The Templates dialog box reappears.
Click Update Linked Objects.
Make sure that the Action you
recently modifiedis selected.
Repeat steps 6-10 for "Notify Availability OLA
Assignee" and"Notify Availability Assignment
Group Manager."
Rebuild the service targets with astatus of "Need to
be Built."
SW00443260 When you upgrade from 7.6.04 to 8.1.00 and review the
error log ( ), you see RemedyApplicationerror.log
several errors related to multi-tenancy.
: Resolution
This issue is fixed in the RC3 drop.
SW00444916 The installation log contains warning messages after a
successful upgrade from Service Pack 1 of version
7.6.04 to version 8.1.00.
SW00403979 When you are upgrading any version of BMC SLMto
later versions of BMC SLM, you might receive these
error messages:
ARERR 381 Multiple entries match filter
conditions this operation has been
defined to that multiple matches generate
an error.
ARERR 382 The values for this entry
violate a unique index that has been
defined for this form.
These error messages are generally considered benign
as they do not affect the installation process. For more
information on whether they can be ignored, see the
following Knowledge Base articles:
KA294014
KA359889
Known issues for BMC Service Request Management
This section describes known issues in BMC Service
Request Management 8.1.00.
Installation and upgrade issues
Application issues
Browser issues
Installation and upgrade issues
The following table describes known issues with installation and upgrade:

SW00439112 BMC does not currently support BMC Service Request
Management 8.1.00 installations against remote BMC
Remedy IT Service Management applications.
Install BMC Service Request Workaround:
Management 8.1.00 and BMC Remedy IT Service
Management applications on the same stack.
1.
2.
3.
4.
SW00428640 If the data set accessibility is set to BMC.Asset not
"writable" before installing or upgrading, and you want
to import the Sample Data, an error message is
generated in the logs stating that the Sample Data did
not get imported. The message is SRM Completed with
error ERROR (120124) when the SRM installer tries to
import BusinessService.
Update the data set manually and import Workaround:
the ARX files.
SW00430641 When you install BMC Service Request Management in
a server group, and failover protection is defined for
escalations, you might see installation errors such as
the ARSetServerInfo API call failed.
These errors are benign, and you can safely ignore
them.
SW00428380 If you rerun the BMC Service Request Management
installer to add additional languages, it will fail. In
particular, it fails if you perform the following steps:
Install BMC Remedy IT Service Management
installer with one set of languages.
Install BMC Service Request Management installer.
Rerun BMC Remedy IT Service Management
installer, adding additional languages.
Rerun BMC Service Request Management installer.
The installation in step 4 fails with many warnings in
the logs. (The failure occurs when pending
integration gets extracted and loaded.)
None. Workaround:
(If you have a snapshot of your system you before
began the installation in step 1, you can revert to it
and install BMC Remedy IT Service Management
installer with the entire set of languages (original
plus additional), and then install BMC Service
Request Management installer. However, this might
not be practical.)
1.
2.
3.
4.
5.
SW00432318 On HP/UX platforms only, the IRM adapter extraction
fails at the end of the installation.
When installing IRM, if the adapter Workaround:
extraction displays the message "sh: ./AZExtraction.sh:
Execute permissions denied", ignore the message and
perform the following steps after the installation
completes:
At a command prompt, navigate to the
Adapter_Extraction folder (for example, /data1/bmc
). /ARSystem/irm/Adapter_Extraction
Provide execute permissions to the AZ Extraction
utility with the
chmod 755
/data1/bmc/ARSystem/irm/Adapter_Extraction/A
command. ZExtraction.sh
Run the AZ Extraction utility again with the
appropriate parameters.
If the IRM installation/AZ Extraction displays the
java.lang.NoClassDefFoundError:
com/bmc/remedy/idm/brim/adapter/utility/AdapterE
xtractionUtility exception in the main thread, ensure
that the system where the IRM installation and
adapter extraction was initiated contains the AR
and IRM installation folders.
If the password for the AR Administrator user is
blank, enclose the password within double quotes
when you run the utility within the SRM/IRM
installer or as a stand-alone utility.
SW00433089 You cannot install BMC Service Request Management
Help on HP-UX.
Workarounds:
Use the Help installer to install Help on a web server
with a different operating system, as explained in Inst
. alling help
Locate the Help files for a different operating system,
and copy them to a network directory. In this
situation, users will not use the menu; instead Help
they will open the file from the network helpfile.htm
directory. For information about locating the Help files
on the DVD or in the download location, see Installin
. g help
SW00436816 After installing or upgrading BMC Service Request
Management on top of an existing BMC ITSM
installation, you might see an error message when
logging in, such as:
The definition for the
INT:FNDSRS:BuildQualification_WorkOrder guide
cannot be found and might be missing from the AR
System server. (ARERR 9371)}}
After completing the BMC Service Workaround:
Request Management installation or upgrade, flush the
Mid Tier cache.
SW00439146 Stand-alone upgrade from 2.2.00 Patch 4 to 8.1.00 fails.
BMC does not support any upgrades from Foundation
1.0.
Upgrade to 7.6.04 SP2, and then Workaround:
upgrade to 8.1.00.
SW00444955 When upgrading from 7.6.04 SP4 to 8.1.00 in a server
group environment, the Health Check summary does
not provide of complete list of all active links and filters.
SW00445413 When you upgrade to version 8.1.00, the integration
with BMC Remedy ITSM Process Designer is broken.
Upgrade Process Designer to the latest Workaround:
version and the integration with BMC Service Request
Management is restored.
SW00446315 If you upgrade from 7.6.04 SP2 to 8.1.00 on a stack
where the foundation is not at 8.1.00, the installation
completes but you see data import and migration
failures errors in the error log.
Resolution
The installation is successful and you can safely ignore
these installation errors. However, specific 8.1.00
features will not function properly. For more information,
see Version 8.1.00 features not supported in a
. mixed-version stack
SW00446863 When upgrading ITSM or SRM to version 8.1.00 in a
customized environment, you might encounter import
ERROR (48747) when the post-install union view
creation record is imported to the MSM:MigrationTasks
form:
: Workaround
After the upgrade has completed, add the customized
selection value(s) from the form identified in the error
message to the corresponding consolidated field on the
view form (also identified in the error message) and
then rebuild the Database Union Structure.
1.
2.
3.
4.
5.
6.
7.
1.
2.
3.
4.
5.
6.
7.
SW00447275 The 8.1.00 installer does not correctly install the IRM
plug-in.
: Workaround
Log on to the computer where IRM is installed with
the Administrator permissions
Go to the %BMC_AR_SYSTEM_HOME%\irm\Ada
folder. pter_Extraction
Right-click and open the file AZExtraction.bat
(Windows) in a text editor.
For UNIX, open . AZExtraction.sh
Search for the s AR_API_VERSION=80_build001
et.
Replace with . 80_build001 81_build001
Save the file.
Run the file from the command AZExtraction.bat
line with the necessary parameters.
SW00447277 If you install SRM 8.1.00 and follow the workaround to
, you see an error when you try to install the IRM plug-in
configure the window ( Access Roles Configuration A
pplication Administration Console > Custom
Configuration > Identity Request Management >
Service Requests Configuration > Access Roles
). Configuration
: Workaround
Open the ( Server Configuration window AR
System Administration Console > System >
). General > Server Information
Select . Allow Unqualified Searches
Do this temporarily. Otherwise, you can see
performance problems with your AR System server.
Click . OK
Perform the IRM configuration.
Go back to the tab and de-select Configuration All
. ow Unqualified Searches
Click . OK
Application issues
The following table describes known issues with the application:
SW00386807 When you export an Service Request Definition, the
related package is not exported.
Manually export the related package from Workaround:
the source server and import it into the target server.
SW00402329 When you install BMC Service Request Management
on a BMC Remedy IT Service Management stack,
inactive summary definitions that were offline are
deployed.
Take the inactive summary definition Workaround:
offline after installation is complete.
SW00416454 Activity Log entries and attachments in a service
request are only passed to the fulfillment first-level
request generated from the service request. For
example, if a service request process creates a series
or work orders, only the first work order will contain
attachments and Work Info entries from the service
request.
From the second or third-level related Workaround:
work order, change request, or incident, click the View
link. View attached files and Activity Service Request
Log entries on the service request's tab. Details
SW00424934 When you submit an issue from a Knowledge Base
article in the Request Entry console, the URL to the
article is not active in the work notes of the fulfillment
record.
Copy and paste the URL into the address Workaround:
bar of a browser to view the article.
SW00425903 An attempt to perform a bulk export of SRDs from the
Import Export console fails with an error message
stating that the script is either busy or has stopped
responding.
You can ignore this error message. Click Workaround:
to proceed with running the script, or select Continue
the option on the message box Do not ask me again
and then click . No
SW00423092 When submitting a one-time request on behalf of
another user, when the submitter responds to questions
on the Provide Information form, if the Service Request
Definition is configured to use the CUSTOMER logon ID
for autofilling responses, the system uses the
submitter's information to autofill answers to questions
in the SRD, instead of using the On Behalf Of user's
information.
Use the settings under Workaround: On Behalf Of
Settings (gear icon) to submit requests on behalf of
another user, instead of submitting a one-time request
from the Provide Information form.
SW00426875 When a service request definition (SRD) name includes
parentheses, and you include parentheses in a search,
the system exhibits one of the following behaviors:
The search is unsuccessful
The search is successful, but includes an error
message stating that the FTS service could not
complete the requested operation.
Do not include parentheses when Workaround:
searching for an SRD by its name, unless you are
using a complex query.
SW00428518 If you use Product Ordering to request a hardware CI
that is in inventory, and the change request is cancelled,
the CI is not put back into inventory.
Place the CI back into inventory Workaround:
manually, as explained in Placing non-bulk CIs in
. inventory
SW00430463 If you use a tool such as Fiddler to log HTTP traffic in
the Request Entry console, 404 errors are generated for
default images used in SRDs and categories, even
though the images display correctly.
Replace the default images, as explained Workaround:
in . Configuring service request images
1.
2.
3.
4.
5.
6.
7.
1.
2.
3.
SW00424695 When you perform an advanced search to locate an
incident or configuration item (CI) to relate to a work
order, the Customer Company does not appear on the
tab when you click Date Range and Location Current
. Location
Workaround:
Search for a work order in the Work Order form.
In the Create Relationship area, choose Incident or
Configuration Item from the list. Search
Click the Search (magnifying glass) icon.
Click . Use Advanced Search
Click the tab. Date Range and Location
In the Location area, manually choose values from
the , , , and Customer Company Region Site Group
lists. Site+
SW00444032 In the Work Order Console, criteria you specify in More
for the Requested For user is ignored. Results Filters
shown in the Work Orders and Tasks tables are not
filtered for the Requested For user(s). In addition, when
you click in the More Filter Criteria dialog box, Clear All
the Requested For information is not cleared.
Browser issues
Recommendation
Issue Workaround
clicking it.
1.
2.
3.
page.
. st
box.
Known issues for BMC Remedy AR System
Use this section to learn about the issues that exist in this release and to look for workarounds to known problems
before contacting Support.
Goal Instructions
Learn about issues that are open in the BMC Remedy
BMC Remedy Action Request System known issues in
version 8.1.00
Know about the issues and workarounds installin before
g or upgrading BMC Remedy AR System
Install and upgrade known issues
Learn about AR System server issues with accessibility Accessibility known issues in version 8.1.00
Understand the workarounds for BMC Remedy
Developer Studio and its customization known issues
BMC Remedy Developer Studio known issues in
version 8.1.00
Get a list of BMC Remedy Email Engine known issues
and recommendations
BMC Remedy Email Engine known issues in version
8.1.00
Know about the BMC Remedy Flashboards known
issues
BMC Remedy Flashboards known issues in version
8.1.00
Know about the BMC Remedy Mid Tier, RTF fields and
Report console known issues
Learn about existing issues with BMC Remedy Migrator BMC Remedy Migrator known issues in version 8.1.00
BMC Remedy Action Request System known issues in version 8.1.00
Use this section to learn about the issues that exist in this release of BMC Remedy AR System:
BMC Remedy AR System server known issues in version 8.1.00
BMC Remedy Developer Studio known issues in version 8.1.00
BMC Remedy Email Engine known issues in version 8.1.00
BMC Remedy Flashboards known issues in version 8.1.00
BMC Remedy AR System server known issues in version 8.1.00
Use this section to learn about BMC Remedy AR System server known issues.
Issue Description
SW00369321 If an AR System web service contains a currency field
and no value is supplied, the AR System server stops
responding. The file contains the following arerror.log
message:
Mon Jun 7 08:42:47 2010: AR System
server terminated when a signal/ \\
exception was received by the server
(ARNOTE 20) \\
Signal: 11 \\
Thread Id: 30 \\
Version: 7.6.03 Build 001
201005080935 May 8 2010 11:03:08 \\
ServerName: sunshare3-z1 \\
Database: SQL \-\- Oracle \\
Hardware: sun4v \\
OS: SunOS 5.10 \\
RPC Id: 474520 \\
RPC Call: 119 (XMLCE) \\
RPC Queue: 390620 \\
Client: User aquaduser from
Webservice (protocol 17) at IP
address \\
172.23.80.78 \\
Form:
AST:PurchaseRequisitionInterface_Crea
te \\
Logging On: \\
...
1.
2.
3.
SW00402093 When a no-vision user selects the , , Diary Date/Time D
, , , , and fields, the JAWS ate Time Integer Real Decimal
screen reader reads the label and then "alt text" instead
of "alternative text."
: Workaround
For no-vision users, a screen reader can interpret the
label or alternative text that is associated with an image
on a button. You can configure the new Alternative
display property for any field or table so that a Text
screen reader can read the alternative text provided.
When using the JAWS screen reader, perform the
following steps:
Select > . Utilities Configuration Manager
In the window that appears, select > Set Options H
. TML Options
On the tab, select > Link Field Prompt Options Fa
. vor Title Attribute
SW00417387 An email message is sent to all the users registered on
the People form (users belonging to a particular group)
under either of the following circumstances:
A user on the People form has an email address
such as "00000", group IDs, or some garbage
characters, and an incident is created for this user.
The user who is creating a ticket for the customer for
whom the incident is being created replaces the
value in the field with zeros (for Email address
example, 000000) or the group ID and submits the
incident.
SW00445407 After you integrate BMC Remedy AR System with BMC
Atrium Single Sign-On (SSO) in a server group
environment, when you approve a request in Approval
Central, the system displays the following authentication
failure error even after providing the correct password:
(ARERR 45490) Authentication failed.
Please enter your valid AR System
password.
SW00445408 If you integrate BMC Remedy AR System and BMC
Atrium Single Sign-On in version 8.0.00 and then you
upgrade the BMC Remedy AR System server and BMC
Remedy Mid Tier to version 8.1.00, you break the
integration with the SSO Server.
: Workaround
Re-run the version 8.1.00 SSO integration utilities that
are installed with the BMC Remedy AR System server
and BMC Remedy Mid Tier to restore the integration
with the version 8.0.00 SSO Server. For more
information, see:
Running the SSOARIntegration utility on the AR
System server
Running the SSOMidtierIntegration utility on the Mid
Tier
Note
BMC recommends that you
upgrade BMC Atrium Single
Sign-On to version 8.1.00 as well.
SW00445848 After upgrading BMC Remedy IT Service Management
to version 8.1.00 in a server group, the tabl ft_pending
e might contain full text indexing task records for forms
that do not have indexed fields due to field definition
changes occurring during the upgrade. These task
records remain in the table and fail to be ft_pending
indexed during recovery cycles.
: Workaround
Manually clean the records from the table ft_pending
using an SQL tool.
SW00447354 After you upgrade to BMC Remedy AR System server
version 8.1.00, the Unified Data Management (UDM)
jobs are not processed and the following error is
displayed:
"AR was unable to create the directory
structure, the Data Management Load File
path in System Settings is blank. Please
contact you AR Administrator to correct
the path. (ARERR 48648)"
SW00448176 In a server group environment, changes made to
currency exchange ratios on the primary server do not
automatically propagate to all secondary servers until
the secondary servers are restarted.
Workarounds:
Try one of the following workarounds:
Restart all secondary servers after making a change
to currency exchange ratios.
Modify the currency ratio on the secondary servers to
the same values as the primary server to trigger
server recache.
SW00378170 If you are enforcing a password policy as described in
the secti Access control, passwords and server security
on, the password cannot be a dictionary word. This
limitation is achieved by the following rules:
Must be a minimum of eight alphanumeric characters
Must include at least one uppercase alphabetic
character
Must include at least one lowercase alphabetic
character
Must include at least one non-alphanumeric (special)
character
Note
For the case-sensitivity rule to
work correctly in browsers, make
sure that the underlying database
observes case sensitivity.
SW00360363 If you use a date to narrow the records included in a
report, the date that appears in the report might be off
by one day when the user's computer is in a different
time zone than the AR System server.
: To make sure you capture the required Workaround
data, enter a date range that is a day earlier than the
start date or a day later than the end date as needed.
SW00387679 When the AR System server and the mid tier are
integrated with an Atrium SSO server and if the Cross
is selected in the Reference Blank Password EA
tab on the Server Information form for Configuration
External Authentication, the user present in the BMC
Remedy AR System server does not get authenticated
internally. This is because, in an Atrium SSO-enabled
environment, the mid tier always connects to the BMC
Remedy AR System server with the user name and
authorization string supplied by the Atrium SSO server.
SW00357131 BMC does not support backward compatibility for the
assignment engine component with any earlier AR
System server version. The AR System server must be
on the same level as that of the assignment engine to
satisfy API dependencies.
SW00358175 For Spanish (es) and Russian (ru) environments, users
who select the Long date format in the AR System User
Preference form receive the following error message
when they use in a form or Advanced Search
advanced queries in Reporting, and the search includes
datetime or date fields:
The Date format is invalid (ARERR 8957).
This user preference setting is found in the AR System
User Preference form in the following locations:
Web tab > Display Date/Time Style (Web)
Locale tab > Display Date/Time Style (WUT)
: Leave the default Short date format Workaround
specified in the AR System User Preference form.
SW00403633 After integrating BMC Remedy AR System with BMC
Atrium Single Sign-On (SSO) and enabling the Federal
Information Processing Standards (FIPS) mode, when
you access the mid tier before the SSO plug-in is
loaded on the mid tier, the following error message is
displayed:
Failed REST call to Atrium SSO server
BMC Remedy Developer Studio known issues in version 8.1.00
The following issues remain open in this release of the BMC Remedy Developer Studio component. The table lists
an ID if BMC assigned one to the issue.
For information about the issues corrected in this release, see . Corrected issues in version 8.1.00
Issues Description
SW00436945 When you upgrade to version 8.1.00, the existing
overlay objects display the overlay type as No Overlay
for the granular sections such as Permissions, Indexes,
Other Definitions, and so forth.
Workaround:
Create a new workspace while launching BMC Remedy
Developer Studio. The overlay objects show the overlay
type as Overwrite.
The overlay type for Indexes is displayed as Note:
Additive.
SW00437406 When you select multiple overlay objects and select An
alyze for Overlay Granularity > Fix Object
, if any of the overlay objects are Granularity Level
open in the editor, the overlay granularity is fixed for
only one of the overlay objects that is open in the editor.
The overlay granularity does not change for the other
selected objects.
Workaround:
When you select multiple objects to fix their object
granularity level, ensure that none of the selected
overlay objects are open in the editor.
SW00438198 The icon for an overlay object is displayed correctly in
the object list but not in the object editor.
Workaround:
Close and re-open the object editor.
SW00420284 You cannot select a different menu name for an existing
menu attached to an overlay character field without
adding a field to the view overlay.
: Workaround
Update the menu name by choosing to add a field to the
current view overlay, and then remove the field from the
view overlay.
SW00420053 Changing the panel order does not add pages to a view
overlay.
: Workaround
Manually add the affected panels to view overlays.
1.
2.
SW00373690 When you log on to the Japanese locale (Shift-JIS)
server on a Microsoft Windows platform from a BMC
Remedy Developer Studio client in an English locale,
the following error message might be displayed:
ERROR (9062): Error encountered during
string conversion from Unicode;
windows-31j, 5060
: Workaround
Copy the file into the JRE directory. charsets.jar lib
SW00446972 In the Best Practice Customization mode, for a form
field overlay, if you set under the Overlay Type Permis
area to Additive, add appropriate permissions to sions
the field, and close the form without saving, the field
overlay is still created when you reopen the form.
However, the state of the field is inconsistent. If you
save the form and then close it, the following error is
displayed:
Field/View overlay and the associated
base form overlay must be in the same
overlay group. : test55:<536870913>,
8865, test55
: Workaround
After you reopen the form, you must:
Right-click the field and select from Create Overlay
the context menu.
Select required permission from the l Overlay Type
ist under the area. Permissions
Note that if you right-click a field, create an overlay,
set to Additive, and open the Overlay Type
Permissions dialog box, the buttons to add or
remove permissions are disabled.
: Workaround
You must save the form after you create a field
overlay by right-clicking a field. Now if you set Overl
to Additive for the field and open the ay Type
Permissions dialog box, the buttons to add or
remove permissions are enabled.
BMC Remedy Email Engine known issues in version 8.1.00
The following issues remain open in this release of the BMC Remedy Email Engine component. The table lists an ID
if BMC assigned one to the issue.
For information about the issues corrected in this release, see . Corrected issues in version 8.1.00
Issue Description
SW00436451 When you view an email in the AR System Email
message form, you cannot see charts and images
included in the email.
To view charts and images, open the Workaround:
email message in a new tab.
SW00436450 When an incoming email is received by the Email
Engine, the background color of the incoming message
is lost.
SW00435216 Tables in message text are incorrectly displayed when
the email message is received.
SW00435207 Some bullets in message text are displayed as garbled
characters when the email message is received.
SW00439630
SW00445496
On Microsoft Windows, the SNMP agent cannot monitor
the BMC Remedy Email Engine status easily because
Email Engine is a separate service managed by the
Windows services.
SW00359899 Because the BMC Remedy Email Engine has an open
issue for supporting LDAP user authentication, the
approval notification through the email feature is
currently not available for users residing on LDAP
directories.
BMC Remedy Flashboards known issues in version 8.1.00
The following BMC Remedy Flashboards issues remain open in the current release. The table lists an ID if BMC
assigned one to the issue.
For information about the issues corrected in this release, see . What's new
Issue Description
SW00438995 If you manually deploy version 8.1.00 flashboards on
the same computer and in the same path and folder
where you have an earlier version of the flashboards
binaries already deployed to support remote
flashboards, the BMC Remedy Flashboards 8.1.00
installation fails.
Workaround:
Perform either one of the following actions:
Stop the earlier flashboards service before installing
BMC Remedy Flashboards version 8.1.00.
Install BMC Remedy Flashboards version 8.1.00 in a
different location.
SW00329048 BMC Remedy Developer Studio cannot create or open
BMC Remedy Flashboards objects on computers that
are running Java 1.6.0_7 or earlier.
: Upgrade to Java 1.6.0_10 or later. Workaround
The following issues remain open in this release of the BMC Remedy Mid Tier component. The table lists an ID if
BMC assigned one to the issue.
Issue Description
SW00438829 Using Internet Explorer 8 with BMC Remedy Mid Tier
version 8.1.00 degrades performance. The fix for this
issue requires backporting of performance
enhancements in Microsoft Internet Explorer 9 to
Internet Explorer 8, but according to the support life
cycle for Internet Explorer 8, Microsoft does not offer
nonsecurity updates for Internet Explorer 8 without an
Extended Hotfix Agreement. For information about the
Extended Hotfix Agreement, see the website. Microsoft
Use Internet Explorer 9 or a different Workaround:
browser (for example, Mozilla Firefox) with BMC
Remedy Mid Tier version 8.1.00.
SW00437393 BMC Remedy Mid Tier pages do not appear properly on
Firefox. The incorrect appearance is because
sometimes WebShpere does not have MIME type
mappings for the stylesheet (CSS) files, so you must co
nfigure the WebSphere Application Server to support
. the WBMP MIME type
SW00434853 If the diary or character fields in a form contain a long
character string, the string does not display correctly in
Firefox 13 and Firefox 14 browsers. Text displays on
multiple lines in the field.
Use a different version of Firefox or a Workaround:
different browser.
SW00426237 In BMC Remedy Action Request System version 8.1,
the mid tier does not support adding the same server
name in a different domain in the server list for the Mid
Tier Configuration Tool, so you cannot add a full domain
name and a short domain name at same time in the
server list.
SW00434214 When you click a bookmark, the link does not point to
the exact bookmark location, so you cannot identify the
bookmark text in an article.
SW00440761 After you run the AtriumSSOIntegrationUtility for AR
System version 8.1.00 and BMC Atrium Single Sign-On
version 8.1.00 with JBoss 6, the JBoss logs contain an
exception. As a result, the mid tier URL returns the
following error: The requested resource
. (/arsys) is not available
Workaround:
1.
2.
3.
4.
5.
Remove the element from . Doctype web.xml
For example:
<!DOCTYPE web-app PUBLIC '-//Sun
Microsystems, Inc.//DTD Web
Application 2.3//EN'
'http://java.sun.com/dtd/web-app_2_3.d
td'>
Replace the element with a new one. <web-app>
Do not enter extra spaces.
<web-app version="2.5"
xmlns="http://java.sun.com/xml/n
s/javaee"
xmlns:xsi="http://www.w3.org/200
1/XMLSchema-instance"
xsi:schemaLocation="http://java.
sun.com/xml/ns/javaee
http://java.sun.com/xml/ns/javae
e/web-app_2_5.xsd">
Remove all the tags from <display-name> web.x
. ml
Replace the tag element with a birt <taglib>
new one.
Previous tag:
<taglib>
<taglib-uri>/birt.tld
</taglib-uri>
<taglib-location>
/WEB-INF/tlds/birt.tld
</taglib-location>
</taglib>
New tag:
<jsp-config>
<taglib>
<taglib-uri>http://www.eclipse.org/birt/taglibs/bi
rt.tld
</taglib-uri>
<taglib-location>/WEB-INF/tlds/birt.tl
d
</taglib-location>
</taglib>
</jsp-config>
Restart Jboss with the option. -b 0.0.0.0
SW00440762
After you run the AtriumSSOIntegrationUtility for AR
System version 8.1.00 and BMC Atrium Single Sign-On
version 8.1.00 with IBM WebSphere 7, all the
configuration files are updated and the agent is
deployed successfully, but the mid tier URL is not
redirected to the SSO server. The problem is that web.x
is updated after deployment. But with WebSphere, ml
you must redeploy the agent if you update . web.xml
Workaround:
1.
2.
3.
4.
5.
6.
7.
Deploy your mid tier with the .war Use Binary
option. Configuration
Verify that the mid tier is deployed properly.
Run the AtriumSSOIntegrationUtility utility for the
SSO integration.
Open the of the deployed mid tier for your web.xml
profiles.
For example:
C:\Program
Files\IBM\WebSphere\AppServer\profiles\AppSr
v01\installedApps
\VW-PUN-REM-QA5BNode01Cell\midtier.ear\Mid
TierCombined.war\WEB-INF
Remove the element from . Doctype web.xml
<!DOCTYPE web-app PUBLIC '-//Sun
Microsystems, Inc.//DTD Web
Application 2.3//EN'
'http://java.sun.com/dtd/web-app_2_3.d
td'>
Replace the tag element with a birt <taglib>
new one:
Previous tag:
<taglib>
<taglib-uri>/birt.tld</taglib-uri>
<taglib-location>
/WEB-INF/tlds/birt.tld
</taglib-location>
</taglib>
New tag:
<jsp-config>
<taglib>
<taglib-uri>http://www.eclipse.org/birt/taglibs/bi
rt.tld
</taglib-uri>
<taglib-location>/WEB-INF/tlds/birt.tl
d</taglib-location>
</taglib>
</jsp-config>
Restart your web server.
SW00434732 If you install the BMC Remedy Mid Tier with the AR
Crystal Web application on a 64-bit Windows system
with BusinessObjects XI version 4 installed, the mid tier
creates ODBC-driver information on the system. If you
open the ODBC Administrator Tool from the Windows
Control Panel, you will not see the BMC Remedy AR
System ODBC driver listed.
Workaround:
Open the ODBC Administrator Tool from a command
prompt: <WindowsHomeDirectory>\SysWOW64\odb
cad32.exe
SW00436812 If you run a Crystal report without a qualification on a
server that is configured to not allow unqualified
searches (see ), you will Avoid unqualified searches
receive the following error message:
"Database Connector Error: ' [Database
Vendor Code: 9055 ]..."
Run the report with a qualification. Workaround:
SW00436240 In SAML environments, you encounter an SSO timeout
with the SSO-enabled mid tier when the session
expires.
Workaround:
If you have installed BMC Remedy AR System and Mid
Tier with BMC Atrium Single Sign-On, you must set the
BMC Atrium Single Sign-On and Idle Timeout Max
values greater than the mid-tier timeout Session Time
value. For example, if you use the mid-tier default of 90
minutes, the BMC Atrium Single Sign-On Max Session
and values should be set to 120 Time Idle Timeout
minutes.
SW00436267 In non-SAML environments, you encounter an SSO
timeout with the SSO-enabled Mid Tier when the
session expires.
Workaround:
If you have installed BMC Remedy AR System and Mid
Tier with BMC Atrium Single Sign-On, you must set the
BMC Atrium Single Sign-On and Max Idle Timeout
Session Time* values greater than the mid tier timeout
value. For example, if you use the mid t*ier default of 90
minutes, then the BMC Atrium Single Sign-On Max
and value should be set to Session Time Idle Timeout
120 minutes.
SW00421811 If you open BMC Remedy Mid Tier in Internet Explorer
8, the wait cursor appears intermittently during the RUNP
command. ROCESS
The issue does not occur in Firefox. Note:
SW00413936 The customizable home page does not work correctly in
the Right-to-left (RTL) mode on Internet Explorer. For
example, the Application list does not appear on the
home page and when you click the option, the Collapse
following options disappear:
Collapse/Expand
Save Current Layout
Restore to Default
Add Panel to Layout buttons
SW00425409 Due to an issue with JBoss 7.1.0, you cannot deploy
BMC Remedy Mid Tier on JBoss 7.1.0 (Community
edition). For more information, see https://issues.jboss.o
. rg/browse/AS7-3722
SW00431582 If you log on to a central mid tier in a distributed mid tier
environment using a Safari browser and open a remote
mid tier on a new Safari browser to display a form that
resides on a remote server, make some changes, and
then you log out from the remote mid tier without saving
the changes, BMC Remedy Mid Tier does not display a
warning that the changes are not saved.
1.
2.
a.
b.
c.
d.
e.
f.
g.
h.
SW00420523 Oracle WebLogic 10.3 fails when the BMC Remedy Mid
Tier attempts to access BMC Service Request
Management on Linux.
Access the five required BMC Service Workaround:
Request Management library files as follows:
Start the WebLogic server.
From a shell window, perform the following steps:
Change directories to the mid-tier/PluginsC
directory. ache/
Enter the following commands to initiate a
UNIX shell while looping:
while true
do
cp -Rpf * /tmp
done
Access the BMC Service Request
Management console.
WebLogic fails.
Change directories to the directory. /tmp
Locate the d SRMServiceRequestBrowser/
irectory, which contains the BMC Service
Request Management library files.
Copy the five BMC Service Request
Management library files to mid-tier/WEB-I
. NF/lib
Restart the WebLogic server.
Access the BMC Service Request
Management console.
For information about the file in the directory, see weblogic.xml mid-tier/WEB-INF Configuring your BEA WebLogic
.| web server
SW00412582 Because of a rendering issue with Macromedia Flash, if
rounded corners exist on panels (in a Flow layout), they
do not always render properly in an Internet Explorer
browser. If you open a panel and the content in the
panel expands beyond the panel borders, the panel
grows to accommodate the expanded content; however,
an outline of the rounded corner still appears over the
content.
Place the rounded corners in one of the Workaround:
sibling panels, and use a separate panel to hold content
that expands. Alternatively, you can have users view the
form on a Mozilla Firefox browser if you do not want to
create an extra panel.
SW00399148 For panels with the Flow layout style inside a panel
holder with the Flow layout in Internet Explorer 8
browsers, an unnecessary vertical scroll bar appears in
the inner panels if they are set for Gradient Color or
Rounded Corners.
SW00394505 Firefox 4.0 is unable to open PDF files that are larger
than 5 MB. For example, when you open an AR
Resource Definitions file that is larger than 5 MB,
Firefox 4.0 displays the following message:
The file is damaged and could not be
repaired.
SW00417014 When you open the Report Console on Internet
Explorer and select the XML format for the BMC
Remedy AR System report type, the menu borders do
not appear for the Destination, Format, and Character
Encoding lists.
SW00411674 A performance issue might occur on Internet Explorer 8
when you edit text with a superscript or subscript
character at the end and you press . Enter
SW00414532 Microsoft Internet Explorer browsers do not display the
rounded corner for a panel in the Flow layout style with
multiple cell-based tables.
SW00416877 If the Adobe Reader on your computer does not have
language packs installed, you see an empty PDF file if
the file contains Asian characters.
You must install a version of Adobe Workaround:
Reader that supports multiple languages. See http://ww
w.adobe.com/support/downloads/product.jsp?platform=
. windows&product=10
1.
2.
3.
4.
5.
6.
7.
8.
SW00380883 When you open the customizable home page in an
inline view field, the images to expand or collapse the
panels, and to add or remove panels do not display
correctly.
: Workaround
Open the AR System Customizable Home Page in
BMC Remedy Developer Studio.
Select the tab and Default Administrator View
open the Properties window.
Go to the Web Header Content property and click
the ellipses button. You see the CSS style rules that
reference the class enclosed in the img.btnimg <
tag. STYLE>
Open the form with a view field on which you have
embedded the home page. For example, Form X.
Verify the tag in the Web Header Content <STYLE>
property for Form X. The CSS rules pertaining to
the image buttons must be the same as in AR
System Customizable Home Page.
If the style is different, and you are in Best Practice
Customization Mode, create an overlay of the form
(Form X). For more information about how to create
an overlay, see . Developing an application
Copy the style from the home page form and paste
it into the Web Header Content property on the form
(or the form overlay, as appropriate).
If you have other views, or outer parent forms,
repeat step 4 through step 7. For example,
assume that you have Form Y with a view field. You
embed AR System Customizable Home Page on
Form Y's view field. The Form Y style for image
buttons must match with the home page style.
SW00380696 Inline view fields do not support Right-to-left (RTL)
formatting if the parent form is using the Left-to-Right
(LTR) mode and vice versa.
: IFrame supports this functionality. Note
SW00370762 Running Flash Player 10.1.53.64 on Internet Explorer
browsers is not supported with BMC Service Support
applications (such as BMC Service Request
Management and BMC Remedy AR System
applications).
If you use this version on Internet Explorer browsers,
consoles such as the Request Entry Console are not
rendered correctly, and the consoles might be difficult to
use. The issue can be seen on the home page and in
KPIs in the consoles. Other issues that users might
encounter are:
Gradient backgrounds are not displayed.
Rounded corners of panel headers are not visible.
For more information about this Adobe issue, see
issue FP-4951 at http://bugs.adobe.com/jira/browse/
. FP-4951
: Install the latest version of Adobe Workaround
Flash Player from . http://get.adobe.com/flashplayer/
SW00346304 If a form view is set to right-to-left flow, some fields
might be truncated on Internet Explorer browsers.
: When you create the form, leave Workaround
sufficient empty space from the left side of the form so
that all of the fields appear correctly when users open
the form. Because the right-to-left function is not
WYSIWYG (that is, BMC Remedy Developer Studio
does not show what the form will look like in a browser),
view the form in a browser and make adjustments as
needed before moving the form to your production
environment.
SW00346296 All of the menu items in flyout navigation bars might not
appear when the mouse hovers over the navigation bar.
For example, in Firefox browsers, the last item in a
menu might not be visible.
SW00324066 Cell-based table contents do not appear in the Safari
browser. This is a Safari issue.
SW00287872 If you are viewing a right-to-left-formatted form in
Internet Explorer, file extensions in an attachment pool
disappear when you use the horizontal scroll bar. (This
is a known Internet Explorer issue.)
SW00404179 When a form or a panel is in Fill layout, if you open it in
an Apple Safari 4. browser, the scroll bar does not x
appear.
You must use the Safari 5. browser. Workaround: x
SW00428855 For Internet Explorer or Firefox browsers in a distributed
mid tier environment, the following error message
occurs for a user attempting to log on to a central mid
tier and use a remote mid tier to display a form that
resides on a remote server in a new browser session if
a different user previously performs the same task on
the same central and remote mid tiers, but closes the
displayed form by clicking the X button without logging
off and then logs off from the central mid tier:
A current session exists for a different
users - userName. Log off the existing
session and try again. (ARERR 9361)
Workaround:
In Firefox, clear the cache and cookies in the central
mid tier.
In Internet Explorer, close and reopen the browser
instance of the central mid tier.
SW00342716 If you place a table in a panel, set the panel's Layout
property to , and set the table's Style Fill Auto Fit
property to , the table columns will shrink Columns True
to fit into the panel's initial size (possibly making the
columns unreadable), and the panel is not filled as it
grows and extra slack is left behind.
: Set the table's propert Workaround Auto Fit Columns
y to . False
This topic describes known accessibility issues and possible workarounds.
Issue Workaround
SW00439431 In the Chat Conversation window, navigating to the
conversation history reads only the conversations and
does not read the date and time of the conversation.
For information about the Section 508 support for chat,
see . Section 508 support for chat
SW00439342 If the forms mode is not on while you are using JAWS,
the keyboard key and other navigation keys result Tab
in focus issues and inconsistent results. JAWS might
also display incorrect labels.
Make sure that the forms mode is on Workaround:
while using the Section 508 option for the chat
functionality.
For information about the Section 508 support for chat,
see . Section 508 support for chat
BMC Remedy Migrator known issues in version 8.1.00
The following issues remain open in this release of the BMC Remedy Migrator product. The table lists an ID if BMC
assigned one to the issue.
Issue Description
SW00436853 When an object's permission is set to overlay Additive
and new permissions are added to the overlay object,
the destination server displays duplicate entries for the
existing base permissions after migration.
For example, if a Struct Admin permission exists for a
base form and you add the Struct Subadmin permission
in the additive overlay, after migration Developer Studio
displays a duplicate entry for Struct Admin as added-in
overlay.
SW00233681 When changes are made to a source or destination
object in a script file, the Prefix dialog box does not
open automatically. Open it manually for each object
being changed in the script.
SW00362555 The BMC Remedy Migrator Command Line Interface
(CLI) takes a long time to generate the file on .migrator
the BMC Remedy IT Service Management (ITSM)
stack. The size of the file cannot exceed 2 .migrator
GB.
Instead of creating the file for Workaround: .migrator
the whole stack, create it in chunks based on object
types.
SW00312581 Metadata cannot be recovered after a backup file .def
that is created as part of a migration is imported.
Because data backups are not supported, BMC
Remedy Migrator does not back up metadata related to
BMC Atrium CMDB such as classes, attributes, and
indexes.
SW00202788 If the destination server name is the same as the source
server name, the scripting process does not
automatically ask for a prefix for all of the migrations.
SW00412690 Delta Data Migration (DDM) reports the No Activity
message in the APR: Currency code found
Approver Lookup and APR:Sys-Approval Definition
forms.
: If there is a difference in data on the Workaround
following forms, you do not create or update the forms:
definition)
Known and corrected issues for BMC Atrium Core
Use this section to learn about the issues that exist in the 8.1 release and to look for workarounds to known
problems before contacting Support.
Topic Description
BMC Atrium Core known issues Open issues in BMC Atrium Core. These include the
following areas:
Installation and upgrade
Product Catalog
Service Context
Web services
Atrium Integrator known and corrected issues Known issues in Atrium Integrator
BMC Atrium Integration Engine known and corrected
issues
Known issues in BMC Atrium Integration Engine
Localization known issues in BMC Atrium Core Known issues in Localization
BMC Atrium Core known issues
The following topics list the known issues that apply to specific BMC Atrium Core processes or components:
Normalization Engine known and corrected issues
Product Catalog known known and corrected issues
Reconciliation Engine known and corrected issues
Service Context known and corrected issues
Web Services known and corrected issues
BMC Atrium Impact Simulator known and corrected issues
The following table lists the known issues that are specific to any BMC Atrium Corecomponent but apply to not
BMC Atrium Core in general.
Known and corrected issues related to BMC Atrium Core
Issue Description Corrected in
SW00376961 When you created a job to push data
dicovered by BMC Atrium Discovery
and Dependency Mapping (ADDM)
and had the BuildNumber attribute
greater than 64 characters, ADDM
pushed the full build number into the
BMC_Software class but did not
push the full build number into the
BMC_ApplicationSystem class.
8.1.00
SW00390877 If you used the deprecation utility to
deprecate a class that contained sort
fields on the class form, the utility
reported errors.
8.1.00
SW00264484 If you extended the BMC Atrium
CMDB and the parent class had
categorization subclasses, warnings
in the log files might state that some
fields could not be found. For
example:
[Tue Apr 14 2009
12:38:26.6834] [WARNING]
[TID: 000002] : Could not
create Field: SubnetMask on
form: AST:DLCI on server: m
yserver [Tue Apr 14 2009
12:38:26.6836] [WARNING]
[TID: 000002] : Message:
Field does not exist on
current form - 260140107
8.1.00
SW00342891 Custom administrative users with full
access saw errors when creating
Configuration Items (CIs) in BMC
Atrium Explorer (as described in Cal
bro Services example--BMC Atrium
). CMDB groups, roles, and users
The CI was created, but the user
could not view the CI due to
incorrect permissions on the CI.
8.1.00
SW00356310 If you turned on auditing for a class
with auditing type as "Copy," and
then changed the auditable attribute,
you could not see the history of the
record from the user interface.
8.1.00
SW00370909 In Class Manager, the audited
values were not displayed correctly
in of the CI when: View History
Auditing was turned on for the
class
Audit Type was set to Copy
Auditable attribute was changed
(for example, Audit Option of
attribute is set to Audit & Copy)
8.1.00
SW00373105 When you saved a new query, an
error message might have appeared
if you were using Oracle Java SE 6.
This error was displayed because
the JAXB 2.0 API was being loaded
from the bootstrap classloader
whenthis runtime instance needed
the JAXB 2.1 API.
8.1.00
SW00374286 If you created new attributes in a
class, the client cache was not
immediately updated. As a result,
you could not use these attributes in
the Query Builder widget to
construct queries.
8.1.00
SW00374582 When using the BMC Remedy AR
System Server Group with a Load
Balancer, the launch interface link to
the Product Catalog in BMC Atrium
Explorer tried to access the primary
server but returned the following
error:
ARERR [9280] Server not
present in the configured
. servers list
This happened because the link
could not find the primary server in
the list of servers configured with
BMC Remedy Mid Tier.
8.1.00
SW00374712 When you created a federation
plugin in aBMC Remedy AR System
Server Group environment with a
Load Balancer, the Server Plugin
Alias entry in the file ar.cfg
contained the load balancer's name.
This prevented the plugin from
loading correctly.
8.1.00
SW00383260 Values were missing from the
description of
BMC_ComputerSystem attribute
PrimaryCapability.
The BMC Atrium CMDB 7.6.04
Common Data Model Help did not
display the complete list of values for
the PrimaryCapability attribute of the
BMC_ComputerSystem class.
The missing values were:
VPN Concentrator(50)
Proxy Server(51)
Layer 3 Proxy Server (52)
WAN Accelerator (53)
SAN Processor (54)
8.1.00
SW00386052 After an upgrade, log statements
from the CMDBf plugin erroneously
appeared in the AtriumPluginSvr.lo
file. These statements occurred g
because of a parameter in the Atriu
mCoreInstall/cmdb/plugins/share
d/
file under the log4j_pluginsvr.xml
<!Logger for cmdbf> section. The ad
setting should ditivity="true"
have been . additivity="false"
8.1.00
SW00387140 For UNIX computers running DSO,
the BMC Atrium Core Maintenance
Tool did not correctly configure the
destination server name and did not
uncomment in the serverds.exe ar
file. monitor.cfg
8.1.00
SW00387262 On Windows 64-bit computers, if you
created a class and tried to
synchronize the class in BMC Atrium
CMDB with BMC Remedy Asset
Management (Application
Administration Console > Custom
Configuration > Asset
Management > Advanced Options
), sometimes the > Sync Asset UI C
was not MDBSynchronizeUI.log
correctly generated. When this log
file was not generated, the AST form
for that class was not generated
either. This condition was
intermittent.
8.1.00
SW00372079 When you are installing BMC Atrium
Core online help with the Microsoft
IIS web server, the following default
path constructed in the Confirm URL
panel is wrong:
http://webServer:portNumber/inetpu
b/
wwwroot/ARSServer/AtriumCMDB
When registering the Workaround:
URL for the installation directory in
the SHARE:Application_Properties
file, enter the following URL instead:
http://webServer:portNumber/ARSS
erver For example: /AtriumCMDB
http://calbro-idd02:80/calbro-idd01/A
triumCMDB
SW00221073 When you are adding a Currency

attribute to a class, you cannot
specify Allowable Currency Types
for it.
None Workaround:
SW00279844 When two or more categorization

subclasses are derived from one
class, auditing does not work
correctlyfor the subclasses. For
example, if you enable log auditing,
the audit does not produce a log file
for the categorization subclasses.
None Workaround:
SW00288931 In the BMC Atrium Core Console,

after you open any widget, clicking
the browser's refresh button logs
you out of the BMC Atrium Core
Console.
Use the Refresh Workaround:
button in the BMC Atrium Core
Console.

1.
2.
3.
4.
SW00316799 gets translated into BIGINT ULONG
by the federation JDBC adapter, but
gets initialised with limits. INT
None Workaround:
SW00322538 If you are running a DB2 database

on AIX, a chained nested query
raises an exception (when you use
query-by-path)
This is a known DB2 Workaround:
issue for complex queries, which
does not allow the sub query in an
ON clause used with the join.
SW00337378 The computed groups for Demo do

not appear in the Computer Group
List, and the Class Manager and
Service Catalog application icons
are not visible.
Workaround:
Open the Group form.
For any of the missing groups,
add a space and then remove
the space.
Save the form.
In the User form, refresh the
Demo instance.
All the missing Computed
Groups appear.
SW00344627 BMC Atrium Core Console has a

time delay between creating a base
class and the next correct read of
the class data. For example, if you
create a base class and immediately
create an instance of it, an error
results because the required
Submitter field is not specified.
After creating a new Workaround:
base class in the Class Manager,
wait 5 minutes before creating a
subclass or doing any operation on
the newly created base class.

1.
2.
SW00373849 If you have Adobe Flash 9 installed,
the right-click menu items for
multibyte strings appear as question
marks. This is a known issue for
Adobe Flash 9.
Upgrade to Adobe Workaround:
Flash 10, which fixes this issue. If
you cannot upgrade to Adobe Flash
10, you can modify the regional
settings, as follows:
From the Windows Control
Panel, choose Regional and
Language Options.
From the Advanced tab, change
the Language for non-Unicode
programs option to the required
multibyte language.
SW00336843 After upgrading to BMC Atrium Core,

logging for the AR adapter is not
enabled because the log
configuration file is missing entries.
Use the following Workaround:
procedure to add entries for the AR
adapter:

1.
2.
3.
4.
5.
In a text editor, open the log4j_
file in pluginsvr.xml atriumInst
allDirectory/
. cmdb/plugins/shared
In the section, <appender>
add the following entries for the
AR adapter:
<appender name= "com.
bmc.atrium.federation.a
r.appender">
<param name="File"
value=
"atriumInstallDirectory
/Logs/federationar. log"
/>
<param
name="MaxFileSize"
value="5MB"/>
<param
name="MaxBackupIndex"
value="100000"/>
<param name="Append"
value="true"/>
<layout
class="org.apache.log4j.
PatternLayout">
<param
name="ConversionPattern"
value="(%.10t) %d
{ISO8601} %p %F:%L
%m%n"/>
</layout> </appender>
In the section, add <logger>
the following entries:
<logger name=
"com.bmc.atrium.
federation.ar"
additivity="false" >
<level value="INFO" />
<appender-ref
ref="com.bmc.atrium.fed
eration.ar. appender"/>
</logger>
Replace the value for the Name
parameter with your directory
structure.
Restart the BMC Remedy AR
System server.
SW00387494 If you are upgrading from version
7.5.00 or later, choose a new
installation directory for then
upgrade that is not below the BMC_
directory. AR_SYSTEM_HOME
During the upgrade when you use
new directory, you see the following
message:
BMC Atrium Core
installation found
installed on the system.
Select the same path to
upgade BMC Atrium Core
components.
Ignore the error Workaround:
message.

The following table lists the BMC Atrium Core install and
upgrade known issues. You might also want to see the list
of component specific known issues in case your problem
is not listed here. To see all open issues, or to see the
issues corrected in a specific release, service pack, or
patch, sort the table by the column. An issue Corrected in
with no version number listed here remains open.
Version numbers are given in the format . For example, MajorRelease.MinorRelease.ServicePack.Patch
8.2.04.001 is patch 1 for service pack 4 of minor release 8.2.
Known and corrected issues related to installation or upgrade

SW00420543 When you upgraded from BMC
Atrium Core 7.6.04 Service Pack 2
to BMC Atrium Core 8.1.00 on a
Microsoft SQL Server 2008
database, the following SQL error
might have been displayed:
The SQL database operation
failed.
(ARERR 552) Invalid object
name 'T342'.
(SQL Server 208) lastsql CRE
ATE VIEW
PCT_ProductVersionPatchJoin
(Request_ID, Status_PDA,
InstanceId,
Company_ID,
Product_Categorization_Tier
_1,
_2,
_3,
CategorizationSchemaKeyword
,
Product_Name, Manufacturer,
Product_Model_Version,
Asset)
8.1.00
SW00384574 After successfully upgrading to BMC
Atrium Core 8.1.00, you sometimes
saw a warning message:
(Dec 07 2010 04:38:16.061
PM +0530),
WARNING,
com.bmc.install.utility.
platform.CommandLineHelper,
LOG EVENT {Description=
20101207 163816.060079 mkil
l: MCLI:
BMC-IMC300011E:
Could not connect to Cell a
} is]
You saw this warning because the
installer had already stopped the
Atrium Impact Simulator service but
then executed another stop
command to make sure that the
Atrium Impact Simulator service was
stopped.
8.1.00
SW00432843 The BMC Atrium Online Help
installer did not validate the AR
System server credentials on an HP
Itanium computer. As a result, the
installation of online help could not
proceed.
8.1.00
SW00363699 When upgrading BMC Remedy AR
System from version 7.5.00 on Linux
with either BMC Atrium CMDB
7.5.00 or BMC Atrium CMDB 7.6.00
installed, the BMC Remedy AR
System server upgrade did not
complete.
8.1.00
SW00373851 Uninstalling BMC Remedy AR
System did not clear the Mid-Tier
cache.
8.1.00
SW00427572 Upgrade from 7.5.00 Patch 007 to
8.1.00 did not complete. SIM
extension was detected in the
database, but the SIM plugin was
not detected in the AR System
configuration.
8.1.00
SW00427780 When you upgrade to BMC Atrium
Core 8.1.00 on DB2 the following
error message was displayed:
[IBM][CLI Driver][DB2/AIX64
] SQL0407N Assignment of a
NULL value to a NOT NULL
column "TBSPACEID=4,
TABLEID=15, COLNO=0" is not
allowed. SQLSTATE=23502
This error was displayed only when
Product Catalog upgrade failed at
the time when the archgid utility was
run. The archgid utility should have
been run only when the installer
detected the base version of BMC
Atrium Core as 7.5.00 or later.
8.1.00
SW00421751 Web services componentinstallation
was not supported on Apache web
server.
8.1.00
SW00427239 Fast and List threads were not set
as per the recommended Queue
settings.
8.1.00
SW00427605 In the BMC Atrium Core installer log
the following message was
displayed:
SEVERE,com.bmc.install.prod
uct. atriumfoundation.cmdb.
DeprecationUtilityExtension
,
LOG EVENT
{ Description=
Executing deprecation
utility
returned with exit code 2],
} Detail=[]
This error was displayed because
the Deprecation utility could not
connect to AR system server.
8.1.00
SW00428611 BMC Atrium Core 8.1.00 upgraded
successfully but data upgrade failed
wherein records in thePCT:Version
form CompanyAssocStatusFlags
and thePCT:PatchCompanyAssoc
form were not updated StatusFlags
and Assignee Groups field value
was not set.
8.1.00
SW00424971 Silent installation of Atrium Web
Services did not complete and the
following error message was
displayed:
WSC_CONFIRM_PASSWORD does
. not match
8.1.00
SW00428477 When you upgraded BMC Atrium
Core from 7.6.02 Service Pack 2,
the upgrade completed successfully
but error files were generated under
. Software\AtriumCore\Logs
8.1.00
SW00434167 BMC Atrium Core did not complete
when the CDMChecker pre-check
was run with AR Server Admin
password containing the ampersand
(&) character.
8.1.00
SW00395488 When you installed BMC Atrium
CMDB and then attempted to install
BMC Atrium Integration Engine,
Atrium Impact Simulator, or Web
Services Registry features, the
Product Catalog was installed again.
8.1.00
SW00417549 When you placed the AR system
server into a developer cache mode
during BMC Atrium core installation,
the performance was impacted.
8.1.00
SW00422532 When upgrading BMC Atrium Core
from version 7.6.04, Atrium Impact
Simulator related messages were
displayed in the install log file.
8.1.00
SW00432354 Atrium installation expired during
silent installation, if you set the
tomcat home path as BMC_WSI_TO
witha non-atrium MCAT_HOME
root directory.
8.1.00
Atrium Core 7.6.04 on a Microsoft
Windows platform, the following
warning messages was displayed:
Failed to delete
Software\AtriumCore\aie\s
ervice64\bin folder.
Installer would
reconfigure the entries
during install.
8.1.00
SW00415865 When the BMC Atrium Core
installation completed,
youencountered the following
message indicating an error with
Apache Tomcat:
SEVERE: Catalina.stop:
8.1.00
Atrium Core 7.6.04 the following
warning was displayed:
WARNING:
com.bmc.install.product.atr
iumfoundation.
cmdb.CMDB PostUpgradeTask
LOG EVENT
{Description=[log4j_plugins
vr.xml EC-1],
Detail=
[Problem during
log4j_pluginsvr.xml update]
8.1.00
SW00415480 When you upgraded to BMC Atrium
Core from 7.6.04 the following error
messages was displayed in the
install log:
iumfoundation.aie.
task.AIEInformationValidati
onTask
LOG EVENT Description=[AIE
bin delete],Detail=[Failed
to delete C:\Program
Files\BMC
Software\AtriumCore\aie\ser
vice\bin folder]
iumfoundation.dsl.
task.PCPreInstallValidation
Task
LOG EVENT
Description=[PCPreInstallVa
lidationTask
3:],Detail=[Output
message=[[Thu Nov 17
10:27:05.955]
ProcessCommandLine- Command
line parsing complete,
8.1.00
SW00424971 Silent installation of Atrium Web
services failed with the following
error:
WSC_CONFIRM_PASSWORD does
. not match
8.1.00
SW00446107 The BMC Atrium Core Web
servicesinstallation hangs with
external Tomcat 6 and Tomcat 7.
This issues arises Workaround:
only if you have installed Tomcat in
or mode due to which Full Custom
the native dlls are deployed. You
must uninstall andre-installTomcat
in mode. Normal
OR
In mode unselect the Custom Nativ
option and reinstall the Tomcat. e
OR
Use theinstaller bundle tomcat.

1.
2.
3.
4.
SW00446061 When you install the BMC Atrium
Integration Engine online help, a
wrong url is used.
To troubleshoot: Workaround:
On the BMC Remedy AR
system homepage, click on Atri
um Integration Engine > AIE
. console
Click . Configuration
Click . Integration Engine App
Update the path. Help file URL
For example:
Old path:
http://<localhost>:<midtier
port>/aiehelp
Updated path :
http://<localhost>:<midtier
port>/<computername>/aiehel
p
SW00445943 On Microsoft Windows 2012

platform, you can not launch the
BMC Atrium Core and Atrium
Integrator uninstallers.
Not supported. Workaround:
SW00445028 In and AR system server group

environment when you upgrade
BMC Atrium Core from 7.6.04 the
following error is displayed in Atrium
: PluginSvr.log
java.lang.ClassNotFoundExce
ption:
com.bmc.atrium.ngie.plugin.
NGIEPentahoPlugin
at
java.net.URLClassLoader$1.r
un
(URLClassLoader.java:202)
at
java.security.AccessControl
ler.
doPrivileged
(Native Method)
at
java.net.URLClassLoader.fin

dClass
(URLClassLoader.java:190)
at
java.lang.ClassLoader.loadC
lass
(ClassLoader.java:306)
at
sun.misc.Launcher$AppClassL
oader.
loadClass
(Launcher.java:301)
at
lass
at
com.bmc.arsys.pluginsvr.plu
gins.e.
loadClass
(Unknown Source)
at
lass
at java.lang.Class.forName0
(Native Method)
at java.lang.Class.forName
(Class.java:247)
at
gins.g.a
(Unknown Source)
at
gins.g.
loadClass
(Unknown Source)
at
gins.g.a
(Unknown Source)
at
gins.g.
initializeJavaPlugins
(Unknown Source)
at com.bmc.arsys.pluginsvr.
ARPluginServerMain.main
(Unknown Source)
There is no functional Workaround:
impact. You can safely ignore this
message.
SW00445877 In the pre-validation stage, the
installer checks if multi-tenancy
patch is applied on a computer. For
this, the installer checks for fields in
forms with scripted get-field call.
Based on the findings, the installer
script returns OK(found) or
ERROR(not found). Then the
installer takes a decision to run or
not to run the call. archgid
However during this, certain errors
and warining are logged in the Valid
ate_Company_FieldID_VerCompA
. ssoc.log
You can safely ignore Workaround:
these errors and warnings.
SW00445656 When you upgrade Atrium Core in

an server group environment, on the
secondary server a new entr ARDBC
y is added but the old filter API entry
is also retained. It is expected that
the old plugin entry in the pluginsvr
file is removed. _config.xml
Manually remove the Workaround:
following plugin entry from %ATRIU
MCORE_HOME%/cmdb/plugins/
file shared/pluginsvr_config.xml
on secondary server machine and
then restart AR System server:
<plugin>
<name>AIS.FILTERAPI</name>
<code>JAVA</code>
<filename>
/data1/bmc/AtriumCore/cmdb
/plugins/ais/ais.jar
</filename>
<classname>
com.bmc.atrium.filterplugin
.ais.AISFilter
</classname>
<pathelement type="path">
/data1/bmc/AtriumCore/cmdb/

sdk/bin/
</pathelement>
<pathelement type="path">
plugins/ais/
</pathelement>
<pathelement
type="location">
plugins
/ais/imapi.jar
</pathelement>
<pathelement
type="location">
plugins
/ais/imcomm.jar
</pathelement>
<pathelement
type="location">
plugins
/atrium.jar
</pathelement>
<userDefined>
<ais_event_listener_port>
7791
</ais_event_listener_port>
<!- - use these values to
override the values in the
> ar.cfg - -
<override_ar_server_host/>
<override_ar_server_port/>
<override_ar_system_user/>
<override_ar_system_passwor
d/>
<allow_loops>
false
</allow_loops>
</userDefined>
</plugin>
SW00445162 In an server group environment,
after you successfully upgrade the
primary and secondary server if you
perform health-check on the
secondary server, you will see
test-data for 2 forms (out of about 25
fail) and errors in
AtriumCore\Logs
\BMCAtriumPC-
PostInstallCheck-RIk_error.log
This issue arises Workaround:
because the database is common
for both primary and secondary
server, and the test-data is inserted
again from the secondary server.
You can safely ignore this.
SW00444578 When you install or upgrade only

BMC Atrium CMDB without BMC
Atrium Web services components
the following error is displayed in the
log file: LOG EVENT
{Description=
[executeJvmJaxbTest :
The JAVA_HOME provided
for this test is missing
the
executable java
binary],Detail=
} [C:\Windows]
The upgrade is Workaround:
successful. You can safely ignore
this error.

SW00445032 In a server group, on the secondary
server,
after an successful Atrium core
upgrade from 7.6.04 or 8.0 to 8.1,
the following error is displayed in the
[file: cleanup-workflows_error.log
] LOG EVENT
Description=
[Command array],Detail=
[/data1/Temp/Utilities
/rik/rik delete
-x vl-sjc-rem-qa37 -t 0 -u
Action Request
Installer Account -p
<not_displayed>
-l /data1/bmc/AtriumCore -n
cleanup-workflows -f /data1
/bmc/AtriumCore/atriumcore/
cleanup-workflows.xml -s 0
} -B -L -c]
(Dec 18 2012 03:11:12.650
AM -0500),
INFO,com.bmc.smbu.install.c
ommon.
rule.engine.rik.RikCommand,
[Execution result
[resultType=
} COMPLETED,exitCode=2]]
(Dec 18 2012 03:11:12.651
AM -0500),
INFO,com.bmc.install.produc
t.
atriumfoundation.task.
AtriumFoundationPostInstall
Task,
[Exit code for disabled
objects deletion],
} Detail=[2]
this error.

SW00445011 Upgrade from Atrium Core 7.6.04
SP2 to 8.1 completed successfully
but with the following error: [Thu
Dec 13 21:15:28.519]
WARN -
Error encountered in bulk
transaction,
switching to (non-bulk)
single import operation.
Failed operation is :
[ERROR (338): ...
this error.
SW00437448 On a Linux computer, when you

attempt to upgrade to BMC Atrium
Core from 7.6.04 or an earlier
version, on the web Host Name
services information panel appears
blank.
None Workaround:

SW00432843 The BMC Atrium Online Help
installer does not validate the AR
System server credentials on an HP
Itanium computer. As a result, the
installation of online help does not
proceed.
There are two Workaround:
workarounds:
Install the online help on Windows
or UNIX only. You can install Help
on any computer with a web
server. You do not have to install
Help on the same computer as
the BMC Remedy Mid Tier.
Copy (or install) all help systems
onto a network directory. If you
take this approach, users must
access Help by opening the
applicable files on helpfile.htm
the network directory.
With this workaround, users
would not be able to use the Help
link, but a separate web server is
not required.

SW00402409 When you install BMC Atrium Core
as a non-root user, the installer does
not create and .bmc_cshrc .bmc_
files in the non-root user profile
home directory and does not set the
ATRIUMCORE_HOME variable. The
cmdbws functionality does not work,
and the following error message is
displayed: Message not in
catalog; Message number =
90
Go to the Apache Tomcat bin
directory.
In the file, bmcAtriumSetenv.sh
add the para ATRIUMCORE_HOME
meter and set it to the path where
BMC Atrium Core directories and
files are installed.
For example, if BMC Atrium Core
is installed at
/data1/nonrootbmc/
, AtriumCore
set the varia ATRIUMCORE_HOME
ble to
/data1/nonrootbmc
. /AtriumCore
Restart the Apache Tomcat
server.

SW00395980 The BMC Atrium Core 7.6.04
Service Pack 2 installation does not
complete
if the Microsoft Visual C++ 2008 SP
1 Redistributeable Package (x64)
is not installed while installing AR
System server.
Perform the following Workaround:
steps to make sure that the
Microsoft Visual C++ 2008 SP. 1
Redistributable Package (x64) is
installed on your machine.
Go to the directory %windir%
and check if Microsoft Visual C++
2008 SP 1 Redistributable
Package (x64) is installed.
If the Microsoft Visual C++ 2008
SP 1 Redistributable Package
(x64) is not installed, go to the
Microsoft website and download
the Microsoft Visual C++ 2008 SP
1 Redistributable Package (x64)
to the location where the AR
System server directories and
files are installed.
SW00311037 HP-UX Itanium is not backward

compatible with the
BMC Atrium CMDB 2.1 client
binaries.
None Workaround:
SW00315179 Installation fails if any processes are

running on port 12333.
Locate and stop any Workaround:
processes running at port 12333.
Then restart installation.

SW00344249 After you run the BMC Atrium Core
installer to remove the Web Services
components, the installer provides
the following options for restarting
your computer:
Yes, restart my system.
No, I will restart my system
myself.
If you select the first option, the
installer does not restart your
computer automatically.
Restart your Workaround:
computer manually.
SW00363699 When upgrading BMC Remedy AR

System from version 7.5.00 on Linux
with either BMC Atrium CMDB
7.5.00 or BMC Atrium CMDB 7.6.00
installed,
the BMC Remedy AR System server
upgrade crashes.
If you are upgrading Workaround:
BMC Remedy AR System only,
contact Customer Support to obtain
a hot fix for BMC Atrium CMDB that
will enable the upgrade to BMC
Remedy AR System 8.1 to complete
successfully.
After you upgrade BMC Remedy AR
System, you can upgrade to BMC
Atrium CMDB
(or remain on BMC Atrium CMDB
7.5.00).
If you are upgrading BMC Remedy
AR System and BMC Atrium CMDB,
comment out the following lines in
the file to prevent the CMDB ar.conf
engine library from being loaded:
Load-Shared-Library-Path:
/data1/bmcsoftware
/Atrium76/cmdb/ server/bin
Load-Shared-Library:
libcmdbsvr76_lx64.so
Your Load-Shared-Libray-Path and
Load-Shared-Library file name might
be
different from the example.

SW00369564 Upgrade from BMC Atrium Core
2.0.1 or 2.1 fails in the BMC Remedy
ITSM 7.0.3 Patch 10 environment.
Before upgrading Workaround:
BMC Atrium Core, rename the
following forms in BMC Remedy
ITSM 7.0.3 Patch 10 using BMC
Remedy Developer Studio.
Old form names
PCT:Product M-V Utilization
PCT:Product M-V Uti Com
LookUp
PCT:Product M-V Company
Lookup
PCT:Product Model-Version
New form names
PCT:Product M/V Utilization
PCT:Product M/V Uti Com
LookUp
PCT:Product M/V Company
Lookup
PCT:Product Model/Version
SW00423023 CMDB pre-upgrade check does not

happen for
BMC Atrium Core versions prior to
7.5 and 7.6.03.
None Workaround:
SW00406909 AtriumCore Log Zipper does not

collect Registry, System Memory,
Partitions or Services information in
the
OperatingSystemData.xml.
You need to go to the Workaround:
respective log files and gather the
information manually.

SW00422241 On Solaris or Sybase platform, after
successful upgrade of BMC Atrium
Core from 7.6.04, the intall log
displays the following Sybase DB
related exceptions:
THROWABLE EVENT
Description=
[Failed to check database
connection]},
Throwable=
[java.sql.SQLException:
JZ00L: Login failed.
Examine the SQLWarnings
chained to this exception
for the reason(s)
impact. You can ignore the
exception.
SW00423391 After you upgrade BMC Atrium Core

on the secondary server the
following warnings and messages
are displayed in the install log:
CMDBPreInstallValidationTas
k 1:,
Detail=The execution log
for CMDB Driver command
(C:\Users\ADMINI~1\/
AppData\Local\Temp
/\Utilities\cmdb\/
postinstalltest-CDM.txt)
printed a message id which
was interpreted as an
} error.
CMDBPreInstallValidationTas
k
2:,Detail=Please check log
at C:\Users
\ADMINI~1
AppData\Local\Temp\Utilitie
s
BMCAtriumCMDB-PreInstallChe
} ck-Driver.log
None Workaround:

SW00413242 When you upgrade or install BMC
Atrium Core, Suppressed
configuration -Warnings : 300
parameter is added in the file ar.cfg
after installation is complete.
impact.
You can ignore this parameter.
SW00428477 When you upgrade BMC Atrium

Core from 7.6.02 SP2,
upgrade completes successfully but
number of _error files
generated under C:\Program
Files\BMC Software
. \AtriumCore\Logs
Atrium Core upgrade completes
successfully but number of _error
files generated under
C:\Program Files\BMC Software
\AtriumCore\Logs
You can ignore this. Workaround:

Core, the following error message is
displayed:
RikMain- Command =
/data/TEMP/Utilities/rik/
rik appinfo -x
vl-sjc-rem-qa52
-t 9966
-u Action Request Installer
Account
-p ****** -l
/data/bmc/AtriumCore
-n SIT-RIK_PostInstall
-f ID00C04FA081BA5x
CWQwIeef8wbQoA
-i Patch -o delete -L -C
[ERROR]
DeletePropertyValue-
Problem deleting
application value
RikMain- Command =
/data/TEMP/Utilities/rik/ri
k
appinfo -x vl-sjc-rem-qa52
-t 9966
-u Action Request
Installer Account
-p ****** -l
/data/bmc/AtriumCore -n
PDL-RIK_PostInstall
-f PD00C04FA081BAm3gnQwfv6c
Qw_AEA
-i Patch -o delete -L -C
[ERROR]
DeletePropertyValue-
Problem deleting
application value
You can ignore the Workaround:
message.
SW00441690 BMC Atrium Core online help

installer does not use the default
port of the tomcat for the installation.
After the installation, Workaround:
change the tomcat port number in
the Share application property using
the AR User tool.

SW00446780 After you upgrade BMC Atrium Core
from 7.6.04, you are not able to
launch the BMC Atrium Core
Console.
Clean up the plugins Workaround:
cache folder on the BMC Remedy
AR systemmid-tierand restart it.
SW00446844 When you install BMC Atrium Core

on an IPV6 computer, the installer
does not detect the IPV 6 settings, if
hosts file does not contain the IPV6
address.
Update the file Workaround: hosts
with host name and IP address. For
more information on changing from
IPV4 to IPV6 network, seeIPv6
. post-installation procedures
Related topics
What's new
Troubleshooting
Normalization Engine known and corrected issues
To see all open issues, or to see the issues corrected in a
specific release, service pack, or patch, sort the table by
the column. An issue with no version number Corrected in
listed here remains open.
Known and corrected issues related to the Normalization Engine
SW00446636 In a server group environment, if the
primary server is processing a
Normalization Engine batch job and
the server goes down, the
secondary server picks this job as
expected per the failover
mechanism. However, the
secondary server is unable to
complete this batch job.
SW00338441 If you created alias mappings from

the Catalog Mapping window, the
Normalization Engine did not update
existing CIs with the Model,
ManufacturerName, Category, Type,
and Item values specified in the
aliases.
8.1.00
SW00428455
SW00425462
If you installed BMC Atrium Core
8.1.00 on a DB2 9.5 database, batch
normalization did not work.
8.1.00
SW00439111 After normalization, the state of
some CI's was not normalized.
8.1.00
SW00430859 When you had an all language
installation, normalization engine
failed to create an entry in the
product catalog.
8.1.00
SW00427470 If you edited and changed a
schedule of a Normalization job, it
did not run as per the new schedule.
8.1.00
SW00428849 When you update Suite Rollup Rule,
the Market Version field is reset to
blank in the Update Suite Rollup
window.
You have to set the Workaround:
value again during Rule update.
Related topics
What's new
Troubleshooting
Product Catalog known known and corrected issues
Known and corrected issues related to the Product Catalog
SW00406701 CIs defined in the Product Catalog
did not appear correctly in CMDB's
CI forms.
8.1.00
SW00374225 You could not delete Site Alias and
Site Company Relationship records
unless you had Administrator
permissions. The following error
message was displayed:
You do not have write access
to field : 1000000076
(ARERR 330)
8.1.00
SW00430155 If an alias already existed in the core
form ( ), the NE:ProductNameAlias
import process marked the record as
and Data Status = Inactive S
hort Description = INFO:
Product Exists, Alias not
in the staging form ( imported PDL:
). ESIDaliases
8.1.00
SW00431515 For upgrade on Sybase database,
post code upgrade, data upgrade
task failed to update Multi-tenancy
data for and Version Patch
records. Company Association
8.1.00
SW00402962 When you placed the cursor on the
field on the Product name keyword
PCT:ProductAliasCPYAssocLookup
form, the cursor stopped responding
for some time as the product records
were populated in the back-end.
After a few seconds the cursor was
active again.
8.1.00
SW00424606 When you selected tier 1, tier 2, and
tier 3 under Product Categorization
in the product catalog, then tier 1,
tier 2, and tier 3 became blank.
8.1.00
SW00418865 In the Active link
PDL:PDCON:Init100 form, BMC was
hard coded as a default value.
8.1.00
SW00419984 When you edited the COM:Company
form, the product records for which
the status was marked as ea Offline
rlier, were changed to . Enabled
8.1.00
SW00305649 In the Product Catalog, the Atrium
Foundation Viewer permission is not
fully functional.
A user belonging to Workaround:
only the Atrium Foundation Viewer
group is not restricted to view-only
operations.
SW00340759 On an HP-UX Itanium computer, if

you enable Product Catalog data
import during the BMC Atrium Core
installation, the import is extremely
slow.
None Workaround:
SW00343442 SW00340870
SW00425418

When you install the Product
Catalog on Linux with an
DB2/Informix database, the following
error appears on the Product
Catalog Console:
No item matches active link
conditions; this operation
has been defined so that no
match generates an error.
(ARERR 1602)
None Workaround:

SW00383365 If you are displaying the Manage
Products Console in the Product
Catalog with the 7.1.00 or 7.5.00
versions of BMC Remedy User, you
cannot perform the selected action
for the selected product as well as
the model version as expected.
Use BMC Remedy Workaround:
Mid Tier as a front-end client
application for 7.6.04 and later
versions.
SW00383367 If you are displaying the Manage

Products Console in the Product
Catalog with the 7.1.00 or 7.5.00
versions of BMC Remedy User, the
selected product details are not
correctlydisplayed when you select
the product and click the View
Details button
Use BMC Remedy Workaround:
Mid Tieras a front-end client
application for 7.6.04 and later
versions.

SW00425606 When you upgrade AR system from
CMDB 2.1 Patch 3 and run BMC
Atrium Core Installer in the GUI
mode, pre-upgrade Product Catalog
validation shows the following error:
PC pre-upgrade validation
failed. It could be due to
customer records that
violate the form/table
index constraints. Check
the logs for reasons and
take action before
performing upgrade.
Click and come to the Previous
Thread Settings screen and then
click . Next
For more information, see
defectSW00423093.
This issue occurs as BMC Atrium
Core installer behavior is dependent
on the RIK utility output in this case.
If the AR System server is busy, the
RIK utility returns an error due to AR
System timeout that subsequently
fails the pre-check that is run as part
of the BMC Atrium Core upgrade
installation.
Clicking the button and then Back
clicking causes the installer to Next
invoke the RIK call. If the AR Server
is not busy again, the precheck
would succeed. If the RIK utility
returns success, BMC Atrium Core
installer shows that pre-install check
is successful for Product Catalog.
If the RIK utility returns failure, the
BMC Atrium Core installer shows
that pre-install check failed for
Product Catalog.

SW00423093 When you try from upgrade CMDB
2.1 Patch 4, before the BMC Atrium
Core installer runs, the pre-upgrade
checks throws the following error:
PC pre upgrade validation
failed. It could be due to
customer records that
violate the form/table
index constraints. check the
logs for reason & take
corrective action before
performing upgrade.
In the Workaround: Sys:Message
form, ensure that the records Box
have unique instance ID.
For information, seeIssue that might
arise during the Product Catalog
. Pre-upgrade check
SW00418813 The Product Catalog console search

results shows only the products
associated with the company
selected from the Company
drop-down list.
Initially, all Global and Workaround:
selected company associated
products were displayed. This
change is made to avoid confusion.

SW00429961 In ITSM 703 Patch9 to BMC Atrium
Core 8.1 upgraded setup,when you
login as Product Catalog Admin user
with permission to the Non Global
company and create Non Global
Association for the product, the Non
Global Association is not created.
The following error is displayed:
You cannot submit this
request because you do not
have access to information
for <Company Name>. (ARERR
1291028)
To troubleshoot, Workaround:
disable the following filters:
SHR
HR:ChkPermission_025_2Submit
ForCPY
SHR
HR:NoPermission_028_2SubmitF
orCPYE
To disable the filters:
Open BMC Remedy Developer
Studio and select Server name >
. Search the All objects > Filters
filters and disable them, then click S
. ave
Then login again as Product Catalog
Admin user tomid-tierand create
the Non Global Association.
SW00423207 In the Product Catalog Setup form if

you set the Product flags Approved
to Yes for Product Company
Association Records, then the same
flag values do not propagate for
Version-Company Association
Record and Patch-Company
Association Record.
This is a behavior. Workaround:

SW00426919 When you log on to mid-tier as
PCViewer user with Atrium
Foundation viewer and General
access permissions, on Manage
Product Console, you are not able to
view the product details and product
model version details as the
ViewDetails button is disabled.
You can view the Workaround:
product details and product model
version from the Product Catalog
console or Product Catalog Setup
form.
SW00426176
SW00428793
Delete version association with
CMDB action, does not gets applied
to a patch.
You need to manually Workaround:
apply the patch using the Product
Catalog Setup form.
Related topics
What's new
Troubleshooting
Reconciliation Engine known and corrected issues
Known and corrected issues related to the Reconciliation Engine
SW00427581 The ADDM identification rules for
OperatingSystem were not updated
to get the new rule for class ID.
When you regenerated the rules, all
new rules added to the standard
Identification rules got updated.
None Workaround:
8.1.00
SW00431897 When you created or modified a rule
in the Standard Rules Editor, a Null
Pointer exception was thrown during
the regeneration of Standard Rules.
As a result, no new changes were
applied to the set of rules in
Standard Jobs. You got wrong
results in Identification and Merge
jobs (for example, expected attribute
values are overwritten).
Workaround:
8.1.00
QM001712741 When you upgraded to BMC Atrium
Core 7.6.04 Service Pack 2, and run
a job to push BMC_ComputerSyste
CI from Cloud Lifecycle m
Management into class, BMC.ASSET
the Reconciliation Engine created
entries for BMC_ComputerSystem
and the related BMC_OperatingSy
and CIs, but stem BMC_Product
when you run a job to push BMC_Co
CI from BMC mputerSystem
Atrium Discovery and Dependency
Mapping (BMC Atrium Discovery) to
, the Reconciliation BMC.ASSET
Engine created new entries for the B
CI, and the MC_ComputerSystem
related an BMC_OperatingSystem
d CIs. BMC_Product
None Workaround:
8.1.00
SW00424682 New MarketVersion rule for BMC_Pr
was not a part of the oduct
out-of-the-box material that was
shipped with Reconciliation Engine.
None Workaround:
8.1.00
SW00429835 When you promoted and published
service models with duplicate
relationships, you saw a RPC call
error. failed
None Workaround:
8.1.00
SW00440859 In the Precedence Set window, in
the Show Classes and Attributes
field, ensure that with Precedence
you type the search string for
classes and attributes with the
underscore "_" to get valid results.
None Workaround:
SW00441568 A user belonging to CMDB RE

is unable to see USER Group
reconciliation jobs.
The user should Workaround:
belong to both the groups CMDB RE
and . USER Group CMDB RE USER
SW00440237 In the Precedence Set window, the

tooltip displayed after clicking the Ad
d or Remove Datasets from the
icon the tooltip changes to Columns
a dataset name.
Ignore the tooltip that Workaround:
is displayed after you click this icon.
SW00441543 In the window New Precedence Set

, while editing or adding the
precedence rule value, the inline
editor may shift to a different
column.
You may have to Workaround:
close the inline editor and then scroll
the horizontal bar, and then try to
edit or add precedence value.

1.
2.
SW00244510 Exporting a Reconciliation Engine
job that contains an execute job
activity does not export the job
called by that activity.
When exporting an Workaround:
individual job that contains an
execute job activity, you must also
export the job called for in the
execute job activity.
SW00343412 Sometimes, when you reconcile new

or updated relationships into a target
dataset, a cardinality violation error
occurs, and the creation or update of
those relationships fails. This is a
rare and inconsistent behavior and is
caused by a lower reconciliation ID
for an active relationship instance
than a relationship marked for
deletion.
Workaround:
Modify all mark-as-deleted
relationships and then run the
job again so that all
mark-as-deleted relationships
are created and merged into the
target dataset.
Modify all active relationships
that will be created or updated
in the target dataset. The
modification of relationships
should be done for only failure
relationships.
SW00383098 Running an Identify job in the

Reconciliation Engine sometimes
ends at 99%,leaving the remaining
1% of CIs unidentified and
unprocessed.
This condition is Workaround:
intermittent and not serious. Your
next Identify job will identify and
process the remaining CIs.

SW00386734 When processing bulk data,
Reconciliation Identify and Merge
jobs sometimes slow down
dramatically, or get stuck. This
behavior is intermittent.
For Identify and Workaround:
Merge runs with bulk data on an
Oracle database, set the Cursor_S
parameter to Force. haring
For more recommendations to
optimize performance, see the
Performance Tuning for Business
Service Management white paper.
SW00388154 When using the Continuous Merge

feature of the Reconciliation Engine,
running a continuous Merge job in
parallel with a ID batch job,
sometimes the Merge operation
shows end-point validation errors
while processing relationships.
Although there is no Workaround:
functional impact of these errors,
you might experience slow
performance when merging CIs.
SW00314472
SW00431812
SW00431810
SW00431801
For the Reconciliation Engine, the
standard jobs fail to execute after
execution of a Rename job for the
dataset for which the standard jobs
were created.
After executing a Workaround:
rename dataset job, you must
modify the dataset name in all job
definitions where it is referenced.

1.
2.
3.
4.
SW00411633 When you attempt to stop a
continuous Identification and Merge
job that performs two identification
and merge activities on one source
dataset and a merge on another
source dataset from the
Reconciliation Engine console, the
job starts after the specified time
interval.
To stop a continuous Workaround:
reconciliation job completely:
In the Reconciliation Console,
select the job you want to stop
completely.
Click . Edit Job
From the list, select Status Inac
. tive
Click . Save
For more information, see Manu
ally stopping a batch or
continuous reconciliation job
SW00388829 When two or more continuous

reconciliation jobs (that are
configured to run in parallel) merge
data in the same production dataset,
duplicate entries might be created if
the same data is being processed in
the source datasets. The duplicate
entries might be created even if you
have selected the Look Into Other
Datasets for Parallel Continuous
Jobs option.
The duplicate entries Workaround:
are created because the Merge
activity for the CIs in the
reconciliation jobs pushes the CIs
into the production dataset at the
same time. Duplicate entries might
be created for less than 1 percent of
the CIs in the production dataset.

SW00378194 Reconciliation job crashes while
processing the Bladelogic Merge
Deleted CIs activity.
The job will restart Workaround:
and the the Bladelogic Merge
Deleted CIs activity will resume.
SW00413388 Not able to create dataset or

reconciliation jobs when license type
is set to Floating.
Admin rights are Workaround:
needed to create dataset or
reconciliation jobs when license type
is set to Floating.
SW00406647 Relations are not getting promoted

from to . Sandbox Asset
Promote the relations Workaround:
again.
Related topics
What's new
Troubleshooting
Service Context known and corrected issues
Known and corrected issues related to Service Context
1.
2.
3.
4.
NA Attributes on the Service Context
Administration form are not visible.
From the f ServiceContext.Log
ile, verify if the web service
adapters attributes are added
into the Service Context
feature.
If the attributes are not added to
the Service Context feature, it
indicates that the Atrium plug-in
was unable to connect to the
product Web Service Adapter to
get the attribute name lists.
Restart the AR System server
and the BMC Remedy Mid Tier.
When you restart the AR
System server, the Atrium
Service Context plug-in is
triggered to collect the attributes
of the web service adapters.

1.
2.
3.
NA The related records of an incident
request are not visible in the
Summary Viewer.
In the file, ServiceContext.Log
search for records related to the
attribute.
In the Tomcat Log file
file, verify errors in std_out.log
interaction between the
webservices adapters and the
Web Services of BMC Remedy
ITSM, BMC Service Request
Management, and BMC
Knowledge Management.
The Service Context plug-in
collects records from the web
services adapters and stores
these records in a cache. This
cache is updated after every 5
minutes. Wait till this cache gets
updated and check if the related
records are visible in Summary
Viewer.
Related topics
What's new
Troubleshooting
Web Services known and corrected issues
BMC Atrium Core Web Services known issues
SW00388637 The GetNormalizedInfoListBy
operation of the Name atrium_nor
web service did not malization
return the details of the existing
normalized data.
8.1.00
SW00394053 After you installed BMC Atrium
CMDB 7.6.04 and BMC Atrium
CMDB Web Services, and executed
the $ATRIUMCORE_HOME/wsc/atr
script, the iumws7604/atriumwsutil
following error message was
displayed:
Neither JAVA_HOME nor
JRE_HOME are defined.
8.1.00
SW00386743 The operation in GetSavedQuery
the atrium_query_20 Web service
returned SOAP responses that
contained elements that were not
valid against the XML schemas
which defined them. Client tools that
required elements to strictly conform
to the referenced XML schemas
would likely fault when receiving
these responses, though the error
messages would vary depending on
the client tool. When analyzing the
response through an XML validation
tool, the following response
identified the nature of the failure:
1 : cvc-complex-type.2.4.a:
Invalid content was found
starting with element 'quer
yByPathObject'. One of
'{categoryName}' is
expected.
8.1.00
SW00386744 The operation ExecuteSavedQuery
in the atrium_query_20 Web service
returned SOAP responses
containing elements which were not
valid against the XML schemas
which define them. Client tools that
required elements to strictly conform
to the referenced XML schemas
would likely fault when receiving
these responses, though the error
messages would vary depending on
the client tool. When analyzing the
response through an XML validation
tool, the following response
identified the nature of the failure:
1 : cvc-elt.3.1: Attribute
'http://www.w3.org/2001/
XMLSchemainstance, nil'
must not appear on element
'aliasOrderForListFormat',
because the {nillable}
property of 'aliasOrderForL
istFormat' is false.
8.1.00
SW00387801 If you installed BMC Atrium Core
Web Services 8.1.00 on a UNIX
system using a non-root user
account that did not have writable
permission to the JRE installation
folder and its subfolders, the installer
displayed a panel with the following
error message:
java.securty file is not
writable. java provider
directory is not writable.
8.1.00
SW00393238 After the BMC Atrium Core Web
Services registry was installed using
a pre-created SQL Server 2005
database, the atriumcore_install_l
file displayed a severe error og.txt
message. For example:
SEVER.com.bmc.install.produ
ct.
atriumfoundation. wsc.task.

WSCDatabaseInformationValid
ationTask,
{ THROWABLE EVENT Description
=
[Failed to getARServerDBVer
sion],
Detail=[com.microsoft.sqlse
rver .jdbc. SQLServerExcepti
on:
Invalid object name
} 'control'.]
8.1.00
SW00379933 Although you configure the web
services port to HTTP by using the
atriumws utility, the Web Services
Definition Language (WSDL) and
Endpoint Reference (EPR) links in
the UDDI Registry display the
HTTPS port.
None Workaround:

SW00387044 After you successfully install the web
services registry in an DB2
database, the atriumcore_install_l
file displays a severe error og.txt
message.
For example:
SEVERE,com.bmc.install.prod
uct.
atriumfoundation. wsc.task.
WSCDatabaseInformationValid
ationTask,
THROWABLE EVENT
{ Description=[Failed to getA
RServerDBVersion],
Detail=
[com.ibm.db2.jcc.b.SqlExcep
tion:
DB2 SQL error:
SQLCODE: -204, SQLSTATE:
42704,
SQLERRMC:ROOT.CONTROL]},
Throwable=[com.ibm.db2.jcc.
b.
SqlException:
DB2 SQL error: SQLCODE:
-204,
SQLSTATE: 42704,
SQLERRMC:ROOT.CONTROL
None Workaround:

SW00414700 Post install test summary is not
displayed for BMC Atrium Core web
services when health check is
performed using the maintenance
tool.
Post install test of Workaround:
BMC Atrium Core web services is
not done as part of Health Check
performed using the maintenance
tool.
Post install test of BMC Atrium Core
web services is done during every
installation, by verifying if the Atrium
core web services URLs are up or
down. You can find information
about the status of the BMC Atrium
Core web services in the$ATRIUM
f CORE_HOME\Logs\wsoutput.log
ile.
SW00358695 The Atrium_ServiceImpact web

service throws a NoClassDefFound
exception when queried with an
empty attributesToInclude list for the
GetRelatedServices operation.
At least one attribute Workaround:
needs to be passed in
attributesToInclude list for the
operation to work.

SW00427604 When you uninstall BMC Atrium
Core Web Services 8.1 from AR
system server, the file is not ar.conf
updated accordingly. The BMC
Atrium Core installer adds the
followingentriesin the ar.conf file:
Registry-Admin-User: admin
Registry-Admin-Password:
PzI+BEPWw/oBLKPNOeL0Z2EPQfW
Gd3ZKmj
OBdIoygPbVEK3h4k/5Yb1
VAGOHK5j7
VebeKrCCvE+SwKVM2
iQBLiWPR
pucnZla4qM6r06CvfVLwh
mzmooAtA==
Registry-Location:http://<H
ostname>:<port>/uddi
Also, installer publishes following
entrieson the AR System server
information panel under WS Registry
Integration pane:
Registry-Location:http://<H
ostname>:<port>/uddi
Registry-Admin-User: admin
Registry-Admin-Password:***
*
Before you re-install Workaround:
the Atrium Web Services 8.1,
manually clean the file ar.conf
andin the AR System server
Information panel under WS
Registry Integration panel.
SW00392300 If you add a space in the installation

directory path, installation of BMC
Atrium Core Web Servicesregistry
fails.
Remove the space Workaround:
from the installation directory path.

1.
2.
SW00392933 After BMC Atrium Core Web
Services is upgraded, BMC Atrium
Core installer does not correctly
configure the fil cmdbws.properties
e.
Workaround:
Make a backup of the following
file before beginning the
upgrade process AtriumCoreIn
stall/wsc/
cmdbws/cmdbws. properties.
Restore the cmdbws.propertie
file after the upgrade is s
complete.
Related topics
What's new
Troubleshooting
BMC Atrium Impact Simulator known and corrected issues
Known and corrected issues related to BMC Atrium Impact Simulator
SW00444936 When you successfully do a
simulation of more than 5000 CIs
and try to save it, the simulation is
saved with the following error:
"Time-out during plug-in
call--the request has been
accepted by the plug-in
server, but the plug-in has
not yet responded : RPC:
Timed out (ARERR 9940)"
The simulation is Workaround:
saved correctly. You can safely
ignore this message.
However, this simulation might have
problems to load the next time you
open it.
SW00437244 When you attempt to save an impact

simulation for more than 4000 CIs,
the following error is displayed: Tim
e-out during plug-in
call--the request has been
accepted by the plug-in
server, but the plug-in has
not yet responded : RPC:
Timed out (ARERR 9940)
: Simulations for a large Impact
datasets cannot be saved.
: In the file Workaround ar.cfg
(Windows) and file (UNIX), ar.conf
set Server-Plugin-Default-Timeout to
600.

1.
2.
3.
4.
SW00437312 When you attempt to load an impact
simulation for more than 5000 CIs,
the following error is displayed: Tim
eout during database update
the operation has been
accepted by the server and
will usually complete
successfully : ONC/RPC call
timed out (ARERR 92)
: Simulations for large Impact
datasets cannot be loaded.
: Workaround
From the AR System
Administration Console, select U
> ser Preferences My User
. Preferences
Click . Misc
Set , RPCTimeout Normal RPC
, and Timeout Long RPCTimeo
to 1800, 2700, ut Extra Long
and 3600 respectively.
Log out and log in again to see
if the changes are saved.
Related topics
What's new
Troubleshooting
Atrium Integrator known and corrected issues
Atrium Integrator corrected and known issues
SW00431675 When you launched BMC Atrium
Core Console or Atrium Integrator
from mid-tier home page in Internet
Explorer 8 and above browser,and
clicked , the AR System Login Close
page was displayed instead of AR
System mid-tier home page.
8.1.00
SW00431934 When you tried to create a new
CSV/XML data store while creating a
job by using the Atrium Integrator
Job Builder wizard, an error
message is displayed.
8.1.00
SW00426645 During Atrium Intergrator upgrade,
the Delta flow for old Sample jobs
failed to upgrade thus, even after
upgrade the database lookup step
for NGIEDELTA was displayed.
8.1.00
SW00428860 When you upgraded Atrium
Integrator, the NGIE plugin entry
was not removed from the file ar.cfg
.
8.1.00
SW00429707 Jobs and transformations failed to
run from BMC Atrium Integrator
Spoon, if AR system and Atrium
Integrator were installed on different
drives.
8.1.00
SW00423059 A previously enabled job schedule
did not get disabled after you
selected the check box in Disable
the Manage Job Schedules dialog
box.
8.1.00
SW00421674 You could not update selective
records when you used Qualification
value in CMDBOutput step for
updating records.
SW00429299 If cache was disabled, records

moved to update mode, if you tried
to map CMDB currency with or char
field of source table even if varchar
the source table data is not modified.
8.1.00
SW00415486 You were not able to see
intermediate statistics of the
transformation and job run in Atrium
Integrator console or any forms.
8.1.00
SW00427507 You could not retrieve CI attributes
for the selected CI Type, when you
tried to create a job with a Custom
Class.
8.1.00
SW00426935 When you migrated CSV Push data
exchanges from BMC Atrium
Integration Engine to Atrium
Integrator, metadata for the CSV
was not populated correctly in the
migrated transformation. Meta data
for source AR System was displayed
instead of meta data for the CSV.
8.1.00
SW00398086 When you installed AR System
server with a Windows
authentication and then installed
Atrium Integrator on a Microsoft SQL
2008 server in a Windows
environment, the following error
message was displayed:
login failed for user
"username"
8.1.00
SW00389397 If you imported jobs or
transformations from one server to
another and the cache was enabled,
the import failed and you saw
multiple error messages.
8.1.00
SW00395447 You could not launch BMC Atrium
Integrator Spoon from the Atrium
Integrator console.
8.1.00
SW00403366 When you uninstalled Atrium
Integrator 8.1.00 and reinstalled
Atrium Integrator 8.1.00, the old jobs
were still visible in the Atrium
Integrator console and new sample
jobs were not created.
8.1.00
SW00410541 When you created a response job
from the Atrium Integrator console
and set Response and then ran the
job, the carte server did not update
the response field in the source
table.
8.1.00
SW00440660 In a server group environment, when
you uninstall the secondary Atrium
Integrator server, details of the
secondary carte server are not
removed from the UDM:Config form.
Remove this Atrium Workaround:
Integrator Carte server entry
manually from the UDM:Config form.
SW00436919 You must install only one instance of

Atrium Integrator server on an AR
System database.
None Workaround:
SW00435139 When you run and interval-based

job, the job skips the first interval
schedule and runs as scheduled
from the second interval.
For example, if you schedule a job
with 30 minutes interval and the job
will run for the first time at 13:45, it
will skip that schedule and run as
scheduled after an interval of 30
minutes at 14.15.
None Workaround:

SW00438633 If you run a job which uses Oracle
10g data store, the following error is
displayed:
Oracle.i18n.text.converter.
CharacterConverterOGS.getIn
stance
(I)Loracle
/i18n/text/converter/
CharacterConverter;
To Workaround:
troubleshoot,ensurethat theodbc14
jar file is present inside
<AR Install Directory
diserver\data-integration
libext\JDBC
SW00440348 If you add a new schedule to a job

while it is running, the job run with
the current schedule is terminated
and the jobs starts again with the
new schedule.
None Workaround:
SW00424355 When you run CMDB Push jobs for

CSV or XML type that are migrated
from BMC Atrium Integration Engine,
in Atrium Integrator in update mode,
the updated record count is not
updated in the Step matrix.
None Workaround:

1.
2.
3.
SW00441452 In a server groupenvironment, when
the carte servers are stand alone,
and if you try to run a job on the
secondary carte server after failed
execution on primary carte server,
the job fails to run on the secondary
carter server.
Manuallyremove the primary
carte server entry from the
UDM:Execution form.
Add the secondary carte server
entry in the UDM:Execution
form.
Run the job.
SW00366596, SW00385708 While running multiple or parallel

jobs in BMC Atrium Integrator
Spoon, make sure that the sum of all
threads (number of copies) on
CMDBOutput plugin step in a job
does not exceed 100. Otherwise,
you might see the following
message:
We have reached the max
number proxies
in the pool: wait for one
to become available
for thread Tid_91 for
server prdswin01
This is not an Atrium Workaround:
Integrator issue. By default, the
number of connections (proxies) for
BMC Atrium CMDB is set to 100 in
the CMDB_Api.properties file. Make
sure that sum of all threads (Number
of copies) on CMDBOutPut plugin
step in a job does not exceed 100.
For example, there is a job that
consists of multiple transformations
and these transformations use
CMDB Plugins like Output.Lookup
and Input. Make sure that the
summation of Number of Copies
does not exceed 100 for such a job.

SW00366612, SW00387685 When you set Minimal Logging in
Atrium Integrator and you execute a
successful job, the Spoon log file is
not clear about the job status.
Use the NGIELOG Workaround:
table instead of Atrium Integrator
logging in Spoon.
SW00380859, SW00380326 While creating a job (using the

Integrator Job Builder wizard) to
transfer data from an XML or CSV
source file, if you plan to use the
Delta transformation option, the date
in these files should be in
DD/MM/YYYY format.
Change the date Workaround:
format by editing the transformation
in the Spoon. After generating the
transformation or job through the
Integrator Job Builder wizard, you
can change the date format again.
SW00382760 The Integration Job Builder wizard

supports data transfer from CSV
files with comma delimiters only.
You can update the Workaround:
deliminator details for the
transformation in BMC Atrium
Integrator Spoon. Open Text file
input step > Content > Separator.
SW00383223 When creating a job in Atrium

Integrator, you sometimes cannot
include a CI from the Available List
of CI Types by selecting it and then
clicking . Add
Double-click the CI Workaround:
Type instead to add it to the list

1.
2.
SW00386432 In Atrium Integrator, you might
sometimes see the icon Start Job
still enabled even while you are
running a job. The icon Stop Job
should be enabled and the Start
icon should be disabled while Job
jobs are running.
You typically see this Workaround:
problem when you create jobs with a
schedule attached.
SW00413240 You cannot upgrade data store

connection information of the earlier
versions of Atrium Integrator when
you upgrade to Atrium Integrator
latest version.
Since the data store Workaround:
connection information cannot be
upgraded, you cannot view it from
the Manage Data stores dialog box
on the Atrium Integrator console.
However, you can view the
connection information from BMC
Atrium Integrator Spoon. You can
manually create the connection
information in Atrium Integrator
console with the same alias name.
SW00416590 You cannot upgrade Atrium

Integrator client 7.6.04 and later to
version 8.1.00.
To upgrade Atrium Workaround:
Integrator 7.6.04 client:
Uninstall the current version of
Install the Atrium Integrator
client 8.1.00.
For instructions on installing
Atrium Integrator client 8.1.00,
see BMC Atrium Core 8.1.00
Installation Guide.

1.
2.
1.
2.
1.
2.
SW00418668 When you install AR System server
with a different Server Name Alias in
an environment where a previous
installation of AR System server,
BMC Atrium Core, and Atrium
Integrator exists, you cannot launch
installed by the earlier version of the
AR System server.
To launch BMC Workaround:
Atrium Integrator Spoon:
Log in to the server on which
you have installed BMC Atrium
Integrator Spoon.
From the Start menu select
Program Files > AR System
1>
SW00415892 When you try to launch the Atrium

Integrator console from BMC
Remedy Mid Tier, the following error
message is displayed:
pluginInitializederror
Workaround:
Restart Tomcat manually.
Launch the Atrium Integrator
console from the BMC Remedy
Mid Tier.
SW00414288 When you install Atrium Integrator

on a Solaris, HP-UX Itanium, or an
IBMAIX computer, you cannot
launch BMC Atrium Integrator Spoon
from the Atrium Integrator console.
Workaround:
Install the Atrium Integrator
client on a Microsoft Windows
computer.
Launch the BMC Atrium
Integrator Spoon from the

SW00412331 When you run a job from the BMC
Atrium Integrator Spoon, log files are
created in the folder after %tmp%
you close the BMC Atrium Integrator
Spoon.
None Workaround:
SW00400005 When you run a job from the BMC

Atrium Integrator Spoon and provide
the data and time attribute in the
source XML file and map it to the
date and time attribute of the target
XML file, an exception is thrown and
the following error message is
displayed:
No value supplied for a
required
attribute.; DatasetId
None Workaround:
SW00409790 The CMDB plugins required for

importing Atrium
Integratortransformations which are
bundled along with BMC Remedy
ITSM, are installed along with Atrium
Integrator and not BMC Atrium Core.
None Workaround:
SW00409660 When you create a transformation to

delete XML or CSV data, you must
change the data type for key
mapping fields from to . String Int
None Workaround:
SW00415819 When the AIE to AI Migration Tool

migrates CSV and XML data
exchanges as jobs in Atrium
Integrator, if space is used in a field
or column in the CSV or XML file,
then the space is replaced by an
underscore.
None Workaround:

1.
2.
3.
SW00411214 While migrating XML Data
exchanges from BMC Atrium
Integration Engine to Atrium
Integrator, if the XML files location is
different, the fields in XML and CSV
input step are not be populated.
Workaround:
In the Atrium Integrator console,
click Manage Data stores.
Select the XML or CSV
connector.Click Refresh.
Remigrate the job in overwrite
mode using the AIE to AI
migration tool.
SW00405952 When you create a job from the

Integration Job Builder wizard, and
then attempt to run it, the job is not
executed and the following
exception is thrown:
We failed to initialize at
least one step.
Execution can not begin!
None Workaround:
SW00398543 When you define the syntax of rules

(like strstr
) for ($DESCRIPION$,2,4)
migrating jobs incorrectly at the
Mapping level of an exchange, and
then migrate the exchange from
BMC Atrium Integration Engine to
Atrium Integrator, the jobs are
migrated, but the Java code does
not appear in Set Rules step.
None Workaround:

1.
2.
3.
1.
2.
3.
4.
5.
SW00389320 If you launch BMC Atrium Integrator
Spoon from the Integration Job
Builder wizard, a blank screen
appears and you see the following
error:
class.bmc.atrium.LaunchAppl
et not found
You typically see this problem if you
are running 32-bit and 64-bit
Microsoft Internet Explorer browsers
on your 64-bit system, and the Use
JRE xxx for <applet> Advanced
setting for the 32-bit Options
browser is not properly set.
Workaround:
In the 32-bit Internet Explorer
browser, open the Options
dialog box (Tools > Internet
). Options
Click the tab.In the Advanced
Java (Oracle) section, select
U . se JRE xxx for <applet>
Restart the browser.
SW00389774 When you import a job from one

Atrium Integrator server to another,
the target information does not
change automatically to the new
After the import, the job still points to
the old BMC Remedy AR System
server.
Workaround:
Open BMC Atrium Integrator
Spoon.
Open the job or transformation.
Edit the Source and Target
Connection to the new BMC
To verify the connection, click
Perform Test.
Save the transformation or job
to repository.

1.
2.
3.
4.
SW00391098 If you run a job with a large number
of records, you might see the
following error message because the
physical files for the cache are
corrupt:
2011/02/25 00:18:18 -
CMDBLookUp.0 - ERROR (version
3.2.4-stable, build 11672 from
2010-01-28 11.09.00 by buildguy) :
Unexpected error :
2011/02/25 00:18:18 -
CMDBLookUp.0
- ERROR (version
3.2.4-stable,
build 11672from 2010-01-28
11.09.00
by buildguy):
net.sf.ehcache.CacheExcepti
on:
java.io.StreamCorruptedExce
ption:
invalid stream
header:XXXXXXXX
Workaround:
Stop the Carte Server and BMC
Atrium Integrator Spoon.
Remove the cache files located
in the
\$ATRIUM_CORE
folder. AICache
Remove the cache files located
in the
\$ATRIUMINTEGRATOR_HOME
folder. AICache
Restart the Carte Server and
Spoon.
The cache is rebuilt.
Restart the job in Spoon.

SW00391196 On Windows, while creating a data
store connection for the File type
data source (for example, csv or
xml):
If you provide the location as root
(for example, c:\, d:\, c:, or d:), the
Test Connection fails.
If you provide the location as any
other folder (for example,
c:\myFolder), the Test Connection
succeeds.
This limitation is due to a known
issue with Carte Server. If a job uses
a file residing in the root folder on
Windows as a data source, the job
runs successfully on Spoon but
produces an error on the Carte
Server. For example: 2011/02/28
15:30:38
-FileInputList -ERROR
(version 3.2.4-stable,
build 11672
from 2010-01-2811.09.00 by
buildguy):
java.io.IOException:
Unable to get VFS File
object for filename'//PULL
_MACHINE.csv'
;org.apache.commons.vfs.
FileSystemException:
Could not find file with
URI
" PULL_MACHINE.csv"because
it is a
relative path, and no base
URI was provided.
None Workaround:
SW00421879
SW00421885
SW00422035
Date and currency data type is not
supported by AR plugins thus, these
data fields are migrated as integers.
None Workaround:

SW00429298 For currency records, if you try to
map varchar data field with CMDB
integar field, truncated currency
value is inserted in the CMDB
integar field. For example, if you
enter 100$ in varchar field, 100 is
updated in the CMDB integar field.
You can not map Workaround:
varchar data field of source table
with CMDB integar field.
SW00414988 If you try to run a job created from

Atrium Intergrator Console on the
carte server wherein, you set the
logging at row level in the Atrium
Intergrator Console, the Carte server
incorrectly shows basic logging
details.
You can see the Workaround:
logging details from the BMC Atrium
Integrator Spoon.
SW00417327 When you run a job attached with

more than 20 threads and more than
3 transformation, the following error
is recorded in arcarte.log after the
first transformation is completed:
ERROR 05-12 03:24:04,918 -
CMDBOutput - CMDBOutPut
dispose Exception:Error
while Closing
Connectionjava.lang.NullPoi
nterException
You can ignore the Workaround:
message.

SW00428022 When you import BBSA and BBCA
delete exchanges that have
composite primary keys and if the
same keys are mapped in primary
key and data field mapping of delete
exchanges, duplicate set of keys are
populated in the delete
transformation. And if you run them
error is displayed saying required
field (Name) is not mapped.
Remove the duplicate Workaround:
set of keys from CMDB Input step
and then run the transformation.
SW00432370 While you upgrade Atrium Integrator,

all the JREs available on the system
are displayed on the
Javaplatforminformation panel.
During Atrium Workaround:
Integrator upgrade, on the Atrium
Integrator Server Information dialog
box in the Enter JRE list all the JREs
available on the system are
displayed. You can select 64 bit or
34 bit, however, BMC recommends
using 64 bit for better performance.
SW00419219 After upgrading to Atrium Integrator

8.1, if youre-installAtrium
Integrator, custom jobs of delta and
response type do not run. Sample
jobs of delta and response type run
as expected.
None Workaround:
SW00426530 When you run a job migrated from

BMC Atrium Integration Engine, from
Atrium Integrator console,
transformations of that job are run
twice.
This issue arises only if the job is
designed with nested parallel jobs.
To troubleshoot this Workaround:
issue, split the parallel jobs into
multiple sub jobs.
Related topics
1.
2.
What's new
Troubleshooting
BMC Atrium Integration Engine known and corrected issues
Known and corrected issues related to BMC Atrium Integration Engine
SW00275002 In BMC Atrium Integration Engine
7.1.00 and later, when DB2 is
selected as the external data store
and a data type attribute is BigInt
mapped to an Integer or Character
data type attribute, and that a BigIn
attribute is defined as a primary t
key, the data exchange does not
complete successfully and the value
for the attribute is set to 0. BigInt
To complete the data Workaround:
exchange:
Create a View of the table in
DB2 and convert the BigInt
column to character.
Change the data mapping to
use the View.

1.
2.
3.
4.
5.
SW00372156 In the BMC Atrium Integration
Engine, when you export data to a
file with the AIE Definitions Admin
role, you see an error saying that
you cannot access the Application
Pending form. This problem occurs
because the Application Pending
form could not find a new group
mapped to the AIE Definition Admin
and CMDB Definition Viewer roles.
Before running the Workaround:
export utility, add the group that you
created to the Application Pending
form as follows:
In BMC Remedy Developer
Studio, open the Application
Pending form.
Select Form > Form Properties
.
In the left pane, click Permissio
. ns
Grant permissions to the new
group.
Click . OK
SW00374055 When you create a BMC Atrium

Integration Engine instance on the
primary server in a server group
environment, the instance does not
get propagated to the secondary
server.
Make sure that at Workaround:
least one instance is active on the
primary server before creating a new
instance.

1.
2.
3.
4.
5.
6.
SW00387701 SW00387706 When upgrading BMC Atrium
Integration Engine 7.1.00 Patch 008
to 7.6.04 on a 64-bit system, BMC
Atrium Integration Engine was not
detected in the upgrade. As a result,
BMC Atrium Integration Engine was
detected as a fresh installation.
Open the registry editor (by
running regedit from command
prompt).
Navigate to the following
directory: HKEY_LOCAL_MAC
HINE\Software\Wow6432node
\BMCSoftware \BMC Atrium
Integration Engine
Export the registry key.
Edit the exported reg file and
replace all instances of
\Wow6432node\ with\.
Save the reg file and import it
into the registry.
Run the BMC Atrium Core
installer to upgrade BMC Atrium
Integration Engine.
now upgrades successfully.
SW00423225 In the Atrium Integration Engine

console, for AR/CMDB Push
exchanges, ByPass cache option is
on for CI and Delta option is
enabled.
ByPass cache is used Workaround:
only for pull exchanges and and not
for push exchanges.

1.
2.
3.
Integration Engine 7.1 P6 to 8.0.0,
the BMC Atrium Core installer panel
does not reflect the upgraded BMC
Atrium Integration Engine.
Do not select BMC Workaround:
Atrium Integration during upgrade.
Re-run the installer after you have
installed BMC Atrium CMDB.
Related topics
What's new
Troubleshooting
Localization known issues in BMC Atrium Core
BMC Atrium Core Online Help is available only in English.
Help in other languages will be provided in an upcoming
service pack.
Related topics
What's new
Troubleshooting
Known issues for browsers
Recommendation
Issue Workaround
clicking it.
1.
2.
3.
page.
. st
box.
The BMC Remedy Web Client is optimized for use with the Freedom Scientific JAWS screen-reading software. The
following table describes the accessibility issues that occur when you use the JAWS screen-reading software with
BMC Remedy Web Client. The table also describes workarounds for the issues. These workarounds are specific to
the JAWS software.
Issue description Workaround
On the web, you cannot use the keyboard to open
calendar controls.
Enter the dates into the date field manually.
When you are in Forms mode, you cannot read the
contents inside a read-only edit box.
Use the read-in keys to read the edit box contents.
You cannot select items in a drop-down menu. Use the PC cursor to navigate and select items from the
drop-down menu. Press to toggle from the virtual Ins-Z
PC cursor to the PC cursor.
You cannot enter information into the diary editor. Use the PC cursor to enter information into the Diary
Editor (the text field that appears in a new window next
to the field).
Displaying the for a page displays all the Links List
links in that page, including hidden ones. Hidden links
do not work when clicked.
Be aware that depending on what you are doing, some
links may not be active.
When using the Advanced Search Bar, all function
buttons have readable titles except the first button (the
left parenthesis).
Understand that the unlabeled first button is the left
parenthesis.
IFRAME titles are not identified properly. Names are
unique object IDs rather than descriptive names.
Determine the descriptive name from the IFRAME
content of the surrounding page.
The header list is not present in list tables. Browse through the header list in the table that
The current sorting header of a list table is not available
from within the table.
Browse through the header list in the table that
Certain fields and buttons are named in a general
fashion and are not contained in form grouping markup
that associates them with relevant form fields.
Application developers should include the name of the
form group in the label for the form element.
Help frames do not contain meaningful frame names. Map the frame name with the content in the application.
Help navigation structure does not contain meaningful
image names.
You can browse through content by using the and Next
features in the main content area, and jump Back
directly to a named chapter with the links list function
when browsing with the JAWS screen-reading software.
SAP Crystal Reports might not be accessible. BMC Remedy system administrators are responsible for
ensuring that the Crystal Reports that are produced
from within BMC Remedy systems are accessible.
Known issues for BMC Remedy ITSM Process Designer 8.3.03
SW00435120 An error occurs when you use theprocess field value as
a Price field value in the Purchase Line Item creation.
An error is reported in the log file as follows:
ERROR (986): Currency fields cannot be used for
grouping
: Workaround
Use an explicit value instead of the process field value
for the corresponding product.
SW00435136 Sometimes Work Order fails to get created when using
a field reference value for the support group.
: Workaround
Use explicit support groups within the action.
SW00435140 Incident requests, Problem requests, and Work Orders
cannot be created from a Work Order process, and by
using Use Parent Requester Details.
: Workaround
Use explicit values instead of Use Parent Requester
Details.
SW00446727 When you use BMC Remedy ITSM Process Designer
with DB2, the following issues are faced:
Predefined queries do not work correctly.
Process Mapping does not work correctly.
Workflows looking for database platform fail to run.W
: orkaround
SW00447646 The tasks are duplicated when you promote a process
that hasat least one conditional step.
: Workaround
SW00448456 The dependency lines are duplicated in sub-processes
if you use a sub-process that has been changed and
then promoted to Live.
: Workaround
with BMC Change Management, and if the approval
mapping is configured to not have a change approval in
the Planning In Progress state, the Scheduled Start
date and Scheduled End Date are requested.
: Modify or delete the designer process. Workaround
SW00448605 The condition is not evaluated when you use
thep_assignment_count marker in the branching
condition in a process.
: Workaround
Manually replace the p_task_assignment_count marker
in the conditional outcome with the p_assignment_count
e-deploy the process. value, and then r
SW00433675 The Go-Back functionality in the Process Wizard does
not work if the previous task was an auto-complete task.
: Workaround
SW00434614 When a Work Order is created from a service request
by using the Create New Request action, any updates
to the Work Info or Activities log in the Work Order is not
reflected in the service request. Similarly, any updates
in the service request is not reflected in the Work Info or
Activities log.
: Workaround
SW00435133 A user from one company is able to update or set fields
from requests from other company by using Set Field or
Update Request.
: Workaround
SW00435137 The check-box field type is not populated by using the
Set Field action.
: Workaround
Use either character or integer type.
SW00435305 Updating the Date or Time field by using the Update
Parent Request action fails.
: Workaround
SW00435308 When an error occurs that prevents an ARID job to
complete, the error message field in the job is not
populated with an error message, or is populated with
an irrelevant error message.
: Workaround
SW00439976 For the Create New Request action, theFull Field list
does not show the text that you entered in the Short
Description field in the ?? dialog box.
: Workaround
with BMC Service Request Management, the Work
Order creation process does not use the values
specified by the user for Location Company and
Company.
: Workaround
1.
2.
SW00441865 The following issues are faced when you use BMC
Remedy ITSM Process Designer in French:
The email addresses field is not enabled after you
select the defined email address.
A few buttons are not shown completely within some
forms.
Some text is not translated to French.
Workaround:
SW00442599 When you upgrade from version 8.3.01 of BMC Remedy
ITSM Process Designer (formerly known as Abydos
Designer) to BMC Remedy ITSM Process Designer
8.3.03, upgrading PDICT show errors.
: Workaround
SW00442930 The tasks are not assigned when Set Field to whom?
actions are exported or imported from SQL or Oracle
server database.
: Workaround
Open the action and save it again.
SW00443180 BMC Remedy ITSM Process Designer reads the
custom approval processes although ad hoc approval
process is defined for service requests.
: Workaround
SW00443898 TheApproval and Rejection values are not shown on
the dependency lines inProcess Tracker.
: Workaround
SW00443958 The password is not updated in the Process Designer
config.
: Workaround
Update the password file with the new credentials,
and then click the button. Update password File
Restart the BMC Remedy AR system server.
SW00444736 When using the date field type in a process field for a
task, the Set Field and Update Request actions using
this field fail to complete.
: Workaround
Use the date/time process field type. This is applicable
for date values too.
SW00444793 The Force Restart flag set for incident request, problem
request, and work order fails to run.
: Workaround
SW00444833 An error is encountered when the length of the
qualification set forSet Field or Update Request action
exceeds 256 characters.
: Workaround
SW00445219 The AND dependency does not work correctly.
: Workaround
SW00445561 Need more information/clarification.
SW00445589 The values on the list do not change after you Full Field
change them and click the button. OK
Workaround:
SW00445831 The field in the list always Submitter Full Field
contains the ARID username. It cannot be set to the
logged-in user.
SW00445887 When you set a Create New Request action on BMC
Service Request Management to create an incident
request, and when you use the On Behalf Of option to
create the request on behalf of another user, the
incident request is created. However, the customer
value is set to the Requested By user, and not the
Requested For user.
: Workaround
SW00445999 BMC Remedy ITSM Process Designer Client is not
launched when the default webpath is not configured.
Workaround:
SW00446046 The processes involving approvals appear broken into
parts in the Process Tracker view.
SW00447355 The BMC Remedy ITSM Process Designer tasks are
not always visible. They disappear when the change
request is in a particular phase.
: Workaround
SW00447402 An error occurs when the value greater than 15
characters is being passed to the field on which??
theon ABYD:Task Action form.
Workaround:
SW00447553 The layout of the dependency lines in Process Tracker
is different for Requester and Approver.
Workaround:
SW00447557 The tasks of a service request are not aligned vertically
or horizontally in Process Trackeras they are in
Process Designer.
: Workaround
SW00447737 Need more clarification.
SW00447769 When a service request is created with a service
request definition that creates a work order, and for
which approval is required, thework order is generated
although the service request is rejected.
: Workaround
SW00447770 In fulfillment requests other than change management,
the designer processes do not restart when the request
is reopened.
: Workaround
SW00448230 Work order is not created when the Create New
Request action is set to create the work order by using
"Use Service Request Customer data".
: Workaround
SW00448937 The second task in the process does not execute when
approval action, and when the the process requires an
second task is dependent on the previous task being
approved.
Workaround:
Create an intermediate task with a switch to
auto-complete on approval.
SW00448945 When the p_task_id is not set correctly, the process
stops when the work order is created.
Workaround:
SW00449009 Some fields on BMC Remedy ITSM application forms
contain Process Designer Administrator and Process
Designer Sub Administrator permissions and no public
permissions.
Workaround:
SW00449195 During the installation, BMC Remedy ITSM Process
Designer jar files do not get installed correctly.
Workaround:
Manually add the BMC Remedy ITSM Process
Designer jar files to the Data Visualization Mode system
files, and restart the web server. Also, clear the cache.
SW00432812 Conditional tasks in the process are displayed in the
standard shape when viewing a process in the Service
Request Definition.
Workaround:
SW00435312 An error occurs when a Purchase Request is created. M

ore details required, like which ITSM app? under what
circumstances?
Workaround:

SW00435315 Any changes made to the are lost if a ?? process?
validation error occurs when saving a process.
Workaround:
SW00435316 If you change the request form in an Update Request

action, the field-value pairs for fields that do not exist on
the new form are not removed.
Workaround:
SW00435318 When using the button on the Create Request Back

Wizard, the value for the is Same as Parent Request
not retained.
Workaround:
SW00435323 After unchecking the first task in a process as the
, the client prompts you to set this task as starting task
the starting task, even if there is another starting task in
the process.
Workaround:
SW00435326 BMC Remedy ITSM Process Designer approval
process is not selected by default when creating an
approval action for a change request.
Workaround:
SW00435327 The error message "problem updating

SRD:ServiceRequestDefinition(CRQ000000000001)
shows the parent change ID, and not the Service
Request Definition ID. . Need more information
Workaround:
SW00436069 The is No additional data required error message
displayed in the Process Wizard when there are fields
for use in the task, and the error message is not
displayed when there are no fields for use.
Workaround:
SW00436385 In the file, if a relative path is used for the ARID.xml
authentication path attribute, the ARID plugin fails to
read the authentication file resulting in an error when
running the plugin.
Workaround:
SW00439976 The field in the list is not Short Description Full Field
set to the changed value.
Workaround:
SW00441463 If you use a colon in the name of the export file, BMC
Remedy ITSM Process Designer creates an empty file
with the name preceding the colon, and no error is
displayed for invalid filename.
Workaround:
SW00442108 By default, the support groups are not listed
alphabetically in the ??
Workaround:
SW00443900 The field on the Email action is Defined Address

disabled when the action is first opened. Would want to
validate the exact fieldnames, and the dialog box name.
Workaround:
Select a different value, and then select the Defined
Address value again.
SW00444436 The entry is not created for the BMC Remedy ITSM
Process Designer version number in the SHARE:Appli
form. cation Properties
Workaround:
SW00444652 When the process is promoted to the Live status, and
the sub-process is in the In Test status, the process tree
shows that the sub-process is in the In Test status. This
defect description is confusing. Need more clarification.
Workaround:
Refresh the process tree.
SW00444861 When you right-click the live process, the and Archive
options are not displayed in the right-click Suspend
menu.
Workaround:
SW00445204 After you upgrade from version 8.3.02 to version 8.3.03

the of BMC Remedy ITSM Process Designer, Base
field in the Process Designer Configuration URL
console does not contain a value.
Workaround:
SW00448525 The error message displayed is not correct when you
delete or archive a sub-process that is in the Live status
and referenced from the parent process.
Workaround:
Archive the parent process, and then archive the
sub-process.
SW00435116 When the process fields are used, the field Creation ID
values are not populated for the Create New Request
action for Purchase Request Line Item. The process
fields cannot be used for , and Certificate ID License
fields. Type
Workaround:
Use the actual values. Assign them manually?
SW00435121 You cannot use dynamic menus in the Process Wizard
when the values are based on a previously selected
value in the same process.
Workaround:

SW00435122 The emails for BMC Service Request Management
processes is not generated when Assignee is selected
even though the BMC Remedy ITSM Assignment email
is generated, The Task remains assigned.
Workaround:
Use Notify Action. More details required. Where is this
option?
Support information
This topic contains information about how to contact Customer Support and the support status for this and other
releases.
Contacting Customer Support
If you have problems with or questions about a BMC
product, or for the latest support policies, see the Customer
Support website at . You can http://www.bmc.com/support
access product documents, search the Knowledge Base for
help with an issue, and download products and
maintenance. If you do not have access to the web and you
are in the United States or Canada, contact Customer
Support at 800 537 1813. Outside the United States or
Canada, contact your local BMC office or agent.
Support status
Based on the , for releases from that date forward, BMC provides support policy adopted September 1, 2011
technical support for a product based on time rather than number of releases. The ap previous release-based policy
plies to releases before September 1, 2011. To view the support status for this solution, see the BMC Remedy IT
. Service Management Suite Support page
PDFs
This topic describes and links to PDFs and other documents that support this product release. If the ready-made
PDFs of this space do not satisfy your requirements, you can . export a custom PDF
Tip
When you export a custom PDF, you can select the topics to include. For information about how
you can export a custom PDF from this space, see . Exporting to PDF and other formats
Ready-made PDFs of this space
The following table provides ready-made PDFs that contain snapshots of the content in this space. Ready-made
PDFs are created for new releases and service packs at the time of their release. Although these PDFs contain all
topics, the content of some topics is better suited for online viewing.
BMC Remedy ITSM Suite 8.1 Snapshot
Snapshot Date File size
Version 8.1.00 February 20, 2013 13.7 MB
ITSM 8.0 - 508 Accessibility
Assessment information
January 31, 2013 357 KB
BMC Remedy ITSM Process Designer documentation links
You can find links to BMC Remedy ITSM Process Designer documentation at BMC Remedy ITSM Process
. Designer documentation
Additional resources
The following BMC sites provide information outside of the BMC Remedy ITSM Suite 8.1 documentation that you
might find helpful:
BMC Communities, BMC Remedy community
BMC Support Knowledge Base, search filtered by BMC Remedy IT Service Management Suite
BMC Educational Services, BMC Remedy ITSM Suite learning path
BMC Global Services, BMC Remedy ITSM offerings
www.bmc.com, information about BMC Remedy ITSM Suite
Documentation for related products:
BMC Asset Management documentation
BMC Change Management documentation
BMC Knowledge Management documentation
BMC Service Desk documentation
BMC Service Level Management documentation
BMC Service Request Management documentation
BMC Remedy AR System documentation
BMC Atrium Core documentation
The following site, which is not created or endorsed by BMC, also provides information that you might find helpful:
The Action Request System discussion list, ARSLIST
Legal notices
Copyright 1991 - 2012 BMC Software, Inc.
Copyright 1991 - 2012 BladeLogic, Inc.
BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered
with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All
other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other
countries. All other trademarks or registered trademarks are the property of their respective owners.
BladeLogic and the BladeLogic logo are the exclusive properties of BladeLogic, Inc. The BladeLogic trademark is
registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other
countries. All other BladeLogic trademarks, service marks, and logos may be registered or pending registration in
the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective
owners.
AIX, DB2, DB2 Universal Database, ClearCase, Informix, and IBM are trademarks or registered trademarks of
International Business Machines Corporation in the United States, other countries, or both.
IT Infrastructure Library is a registered trade mark of the Cabinet Office.
ITIL is a registered trade mark of the Cabinet Office.
Linux is the registered trademark of Linus Torvalds.
Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their
respective owners.
SAP BusinessObjects, Crystal Reports, and SAP are trademarks or registered trademarks of SAP AG in Germany
and in several other countries.
UNIX is the registered trademark of The Open Group in the US and other countries.
The information included in this documentation is the proprietary and confidential information of BMC Software, Inc.,
its affiliates, or licensors. Your use of this information is subject to the terms and conditions of the applicable End
User License agreement for the product and to the proprietary and restricted rights notices included in the product
documentation.
BMC Software Inc.
2101 CityWest Blvd, Houston TX 77042-2827, USA
713 918 8800
Customer Support: 800 537 1813 (United States and Canada) or contact your local support center

Its M 81042913

Hochgeladen von

Dokumentinformationen

Originaltitel

Copyright

Verfügbare Formate

Dieses Dokument teilen

Dokument teilen oder einbetten

Freigabeoptionen

Stufen Sie dieses Dokument als nützlich ein?

Sind diese Inhalte unangemessen?

Copyright:

Verfügbare Formate

Its M 81042913

Hochgeladen von

Copyright:

Verfügbare Formate

BMC Software Confidential. BladeLogic Confidential.

Improved user experience

Phases of use with TMS

Sub-component permission groups

Service Operations - Proactive Operations

Where to go from here

Step No Task Description

Step No Task Description

Step No Task Description

Server group installation scenarios

To determine the host ID and add a new license

BMC Remedy ITSM Suite 8.1.00

To add licenses to BMC applications

Install BMC Remedy AR System.

BMC Service Request Management

-J ACTION_REQUEST_SERVER_HOST= The fully qualified domain name of the BMC

-J PHASE3_INSTALL_DECISION= Values are true and false.

BMC Remedy ITSM Suite 8.1.00

To grant unrestricted access to all companies

BMC Remedy ITSM Suite 8.1.00

BMC Remedy ITSM Suite 8.1.00

Configuring restricted access for support companies

BMC Remedy ITSM Suite 8.1.00

Configuring companies to represent business units

Adding non-support staff when adding people information

BMC Remedy ITSM Suite 8.1.00

What is generic catalog information?

BMC Remedy ITSM Suite 8.1.00

Invoking the notification subsystem

BMC Remedy ITSM Suite 8.1.00

Disabling support staff notifications

BMC Remedy ITSM Suite 8.1.00

Additional notification forms

BMC Remedy ITSM Suite 8.1.00

To modify or delete a pager service

BMC Remedy ITSM Suite 8.1.00

D = Number of Unsuccessful Changes (user-provided data in configuration screen)

Cost of Incident Handling flashboard calculations

Specify Effort Estimate

Configuring Cost of Incident Handling

BMC Remedy ITSM Suite 8.1.00

Specify Effort Estimate

BMC Remedy ITSM Suite 8.1.00

Specify Estimated Outage

Problem Management Forms (part

Release Management forms. See R

Forms introduced in BMC

BMC Remedy ITSM Suite 8.1.00

Viewing ARX file layout

BMC Remedy ITSM Suite 8.1.00

The following figure provides a high-level overview of the migration process:

BMC Remedy ITSM Suite 8.1.00

BMC Remedy ITSM Suite 8.1.00

To generate a report without qualifications

Using qualifications to generate a report

BMC Remedy ITSM Suite 8.1.00

To create a new mapping, click on the toolbar. New Request

Links on the Job window

Dependencies among foundation dataload spreadsheets

BMC Remedy ITSM Suite 8.1.00

Using Transactional-SharedComponents.xlsx to populate the Service or CI fields in an incident, problem,

Perform the following procedures in the order indicated by the list:

Creating configuration data for union fields