Itsm 7604 SP1 TB

Technical Bulletin
BMC Remedy IT Service Management

Version 7.6.04
April 2011
Announcing Service Pack 1 (product version 7.6.04.010000)
BMC Software is alerting users to the availability of Service Pack 1 for version 7.6.04
of BMC Remedy IT Service Management (BMC Remedy ITSM). This technical
bulletin describes the fixes and updates available in the service pack. If you have any
questions, contact BMC Customer Support at 800 537 1813 (United States or Canada)
or call your local support center.
NOTE
For information about support of maintenance-level releases, see Clarification of Support for
7.6.03 versions of BMC Remedy and Atrium products at http://www.bmc.com/support.
The following topics are provided:
Service pack overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Enhancements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
New installer logic. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Mode switching . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Search function available from Application menu. . . . . . . . . . . . . . . . . . . . . . . . . . . 3
All work info types shown. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Corrected issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Known issues and workarounds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Downloading the service packs from the EPD website . . . . . . . . . . . . . . . . . . . . . . . . . 17
Installing the service pack. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Before you begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Where to find installation instructions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Forms updated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Workflow updated. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Views updated . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Where to view the latest product information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
How to obtain printed documents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
*196899*
*196899*
*196899*
Service pack overview
Service pack overview

Service Pack 1 updates the following BMC Remedy ITSM applications:
BMC Remedy Asset Management 7.6.x

BMC Remedy Change Management 7.6.x
BMC Remedy Incident Management 7.6.x
BMC Remedy Problem Management 7.6.x
Enhancements
Service Pack 1 provides the following enhancements:
New installer logic

Mode switching
Search function available from Application menu
All work info types shown
New installer logic

Service Pack 1 introduces new installer logic, which replaces the installer that was
used with earlier versions of the BMC Remedy ITSM applications. The new installer
logic helps to reduce installation time and standardizes the logging format.
Mode switching
Mode switching allows you to easily switch between Search mode and New mode
when working in the following forms:
HPD:HelpDesk
CHG:InfrastructureChange
PBM:ProblemInvestigation
PBM:KnownError
PBM:SolutionDatabase
RMS:Release
AST:ScheduleCriteria
All of the CI forms
2 Technical Bulletin April 2011

When you open a form that supports mode switching, the system activates the mode
switching icons. The mode switching icons take the form of a plus sign (New mode)
and a magnifying glass (Search mode) and are located to the left of the Back and
Forward icons on the Breadcrumb bar.
New modeIf you click the New mode icon, the form changes to New mode and
adds an entry for the new record to the end of the Breadcrumb trail.
Search modeIf you click the Search mode icon, the form switches to Search mode
and updates the Breadcrumb trail. For a description of how the Breadcrumb trail
behaves in Search mode, see version 7.6.04 of the BMC Remedy ITSM user guide for
the application that you are working with.

The Search function is available as a selection from the Application menu for the
following forms:
HPD:HelpDesk
CHG:InfrastructureChange
PBM:ProblemInvestigation
PBM:KnownError
PBM:SolutionDatabase
RMS:Release
For example, if you select Incident Management from the Application menu, the
available selections include: Incident Management console, New Incident, and Search
Incident.
All work info types shown

The Work Info tables on the following forms show all work info types by default:
CHG:Infrastructure Change form (Classic view)

TMS:Task form
RMS:Release form (Classic view)
The Show menu, from which you chose the work info type has been removed from
the user interface.
BMC Remedy IT Service Management version 7.6.04 3

Corrected issues
Corrected issues
Service Pack 1 corrects issues that were reported in earlier releases of BMC Remedy
IT Service Management. The following table describes the issues and lists the tracking
IDs assigned to them.
Tracking ID Product Description

SW00374577 BMC Remedy Asset Management The system did not drop the old Component product
type CI relationship or update the deploy number
after you associated a new Suite product type to the
license certificate.
SW00383973 BMC Remedy Asset Management Anyone with Asset Viewer privileges could see all of
a contract's details, including financial information.
SW00384255 BMC Remedy Asset Management The Asset Management console improperly showed
duplicated People relationship records.
SW00385369 BMC Remedy Asset Management If you logged in using an ID with Appadmin or Asset
Admin and Contract Admin privileges, the Atrium
Core console link was not available from the Home
page console.
SW00386456 BMC Remedy Asset Management The application was not sending the chargeback start
and end periods to the Chargeback Cost Management
console.
SW00387513 BMC Remedy Asset Management The application would not display the related
Software Asset status in the table on the License
Certificate form.
SW00387623 BMC Remedy Asset Management When working from the Purchase console, the Clear
option in the Show menu did not remove the selected
record from the Purchase Orders table.
SW00388069 BMC Remedy Asset Management When you returned to the Asset Management console
after viewing a CI record, the CI table on the console
was empty.
SW00389919 BMC Remedy Asset Management If you opened a generic contract from the Contract
console, closed it without making changes, and then
used the Breadcrumb bar to return to the Contract
console, the system unnecessarily asked you to
confirm changes that you made to the contract.
SW00389925 BMC Remedy Asset Management In some circumstances, when you switched to Search
mode from New mode, the search could have
returned incorrect data.
SW00390242 BMC Remedy Asset Management The Term field on the Contract form contained no
data.
SW00390260 BMC Remedy Asset Management When you logged in using an ID with Contract
Admin user permissions and then tried to create a
contract from the Contract Management console, you
received an error message when you tried to select
the Cost Center.

Corrected issues

SW00390757 BMC Remedy Asset Management The fields on the Asset console were empty when you
navigated back to the console using the Breadcrumb
bar.
SW00287477 BMC Remedy Change In some cases, when you created a change request
Management from BMC Remedy Service Management using a
template, some fields on the change request did not
pick up values from the template.
SW00323428 BMC Remedy Change You could not create a change request when the
Management Requested By field contained the name of a customer
who did not have a login ID.
SW00376998 BMC Remedy Change BMC Remedy Change Management times out when
Management you had more than 1,000 results from the BMC
Atrium Impact Simulator.
SW00382752 BMC Remedy Change The system did not validate the Service field
Management according to the information provided by the
Configure Change Rule form when you created the
change request from a custom flow process.
SW00382755 BMC Remedy Change You could not advance the change request to the next
Management stage if you created the request from a custom
process and added the scheduled start and end dates
after the request moved to the Planning in Progress
stage.
SW00383685 BMC Remedy Change The Approval Server experienced performance issues
Management when you added an approver using the Add an
Approver dialog box.
SW00383937 BMC Remedy Change The change request that was generated by a purchase
Management requisition when using a Change template did not
map the correct custom approval process.
SW00384217 BMC Remedy Change You could add an approver after a change request
Management was approved and scheduled.
SW00385726 BMC Remedy Change The Risk button did not work on the CHG:Change
Management Dialogs form, when the form was opened using the
Classic view.
SW00386153 BMC Remedy Change The Review phase approval was skipped when the
Management change request was submitted by a user with
Infrastructure Change Submit permissions.
SW00386591 BMC Remedy Change The application was not saving the Collision
Management Detection status.
SW00387160 BMC Remedy Change The Template field on the Change Management Best
Management Practice view did not return a list all of the template
names. This occurred when you were searching for a
template using a partial template name.
SW00387777 BMC Remedy Change Under some circumstances, if a change request was at
Management the Scheduled stage and you moved it back to the
Review and Authorization stage, the request did not
move past the Request for Change stage and no
approver was added to the request.

Corrected issues

SW00387944 BMC Remedy Change The system generated the following error message
Management when saving a new change request that was created
from a Change template:
7.6.03: "Required field not specified:

Change Location Company (ARERR 9424)"
SW00388293 BMC Remedy Change When you clicked the Risk Info button while using
Management the Classic view of the Change form, the risk
questions did not appear.
SW00389213 BMC Remedy Change The BMC Remedy ITSM installer was still checking to
Management see if the Virtual Lifecycle Management extension is
installed. This check is not required for BMC Remedy
ITSM 7.6.04.
SW00389593 BMC Remedy Change You could not relate changes when using the Classic
Management view of the Chinese locale.
SW00389605 BMC Remedy Change When a change was rejected by the approver the
Management Change Manager could not restart the process flow
from the Process Flow bar. The change status
remained Rejected .
SW00389793 BMC Remedy Change Users with either Change Config or Change Master
Management permissions could not create Change templates for
the other support groups, only for their own support
group.
SW00391011 BMC Remedy Change When a user who does not have administrator
Management privileges ran the Impact Analysis feature, the CIs in
the Relationship table did not move into the AIS:Main
dialog window.
SW00261876 BMC Remedy Incident The out-of-the-box report, Monthly Incident
Management Volumes, incorrectly contained a comma in the year.
The report also sorted the months alphabetically
instead of chronologically.
SW00315182 BMC Remedy Incident If you created an incident request from the
Management HPD:IncidentInterface_Create incident template
form, the template failed to pass the product and
model information to the incident request form.
SW00382884 BMC Remedy Incident When you created a new Release request using the
Management Create related request link, the contents of the Notes
field was not copied to the new Release request.
SW00385977 BMC Remedy Incident The incident request URL was missing from email
Management notifications sent to support groups.
SW00386037 BMC Remedy Incident If you moved an incident request to the Resolved
Management status from the incident form, the Assignee field was
not marked as a required field; it should have been.
SW00388168 BMC Remedy Incident The HPD_IncidentInterface_WS web service defined
Management two types within the same name.

Corrected issues

SW00388179 BMC Remedy Incident When you clicked the magnifying glass icon
Management associated with the Customer field in the incident
form in New mode, a message appeared instead of
the People form.
SW00388784 BMC Remedy Incident Under some circumstances, the application displayed
Management incorrect customer contact information.
SW00389173 BMC Remedy Incident If you created a Work Detail entry in an incident
Management request record from the Incident Management
console, the Last Modified Date was not updated on
the record.
SW00389707 BMC Remedy Incident If you added a work detail entry to an incident
Management request from the Incident Management console, the
status of work detail's record in the HPD:WorkLog
form was Deleted. It should have been Enable.
SW00385745 BMC Remedy Problem The Problem Management Activity Real Time
Management flashboard did not work, because it was missing an
active variable.
SW00385854 BMC Remedy Problem This issue occurred when you performed the
Management following actions.
1. Opened an existing problem investigation that

was in the Identification and Classification stage
(with an empty Assignee field).
2. From the Process Flow bar, selected Enter

Pending > Client Hold.
The application successfully updated the Status

and Status Reason fields, but the following error
message incorrectly appeared:
A status reason is required for

Pending status. Use the menu to
select an appropriate status reason.
(ARERR 1631170)
SW00389686 BMC Remedy Release Under some circumstances, the activity associated
Management with a release was created incorrectly with the status
of Disabled, when viewed from the Release Manifest
Association form.
SW00390429 BMC Remedy Release The Show by Type filter search box was missing from
Management the Work info Tab in the Classic view.
SW00389199 BMC Service Management Process The form descriptions for the incident management,
Model problem management, and change and release
management processes did not match the changes
that were made in release 7.6.04 of BMC Remedy
ITSM.
SW00379448 Foundation The BMC Remedy ITSM 7.6.04 Installer selected all of
the applications on the Application Selection Panel
while upgrading one application and performing a
first time installation of two other applications.

Corrected issues

SW00380014 Foundation If you upgraded from BMC Remedy ITSM 7.6.00
Patch 001 to BMC Remedy ITSM 7.6.03, the upgrade
changed the default currency from EUR to USD.
SW00388434 Foundation When working in many of the BMC Remedy ITSM
forms, after you entered New, Search, or Modify
mode, there was no easy way to switch to the other
modes.
SW00390835 Foundation You could not install additional locales by re-running
the installer.
SW00391189 Foundation When you selected Assign to All My Groups from the
Overview console, a message incorrectly appeared
asking you to select a support group.
SW00391394 Foundation Under some circumstances, the installer continued to
load all of the .def files, instead of copying the binary
files .

Known issues and workarounds

The following issues remain open in this service pack.

SW00386906 BMC Remedy Change Management Change requests that are created from the Requester
console stall at the Request for Authorization stage if,
during the Review stage, you added a task that has
no approvers and for which the Change Coordinator
role is not configured for auto-assignment.
Workaround
Provide auto-assignment capabilities to the Change

Coordinator. You do this from the CFG:Assignment
(Assignment Configuration) form.
SW00387674 BMC Remedy Asset Management You receive an error message when running the
Software Usage report.
Workaround
From the Software Asset Management console, select

a software usage from Manufacturer, Product Name
and Company. Click View Usage to open the
Software Usage Dialog in the Certificate Context
view. From the Certificate Context view, click Usage
Report.
SW00388124 Foundation In environments where BMC Remedy ITSM is
and upgraded from 7.0.3 Patch 00X to 7.6.04, individual
SW00388257 notifications are not sent.
Workaround
Manually run the NTE_Disable_workflow driver.

SW00388491 BMC Remedy Asset Management After you upgrade from release 7.0.3 of BMC
Remedy Asset Management, if a user logs in using an
ID that has Contract User permissions, the user
cannot see the Contract Management and Software
Administration and Management (SAM) consoles.
Workaround
Assign Contract Admin permission to the user ID.

This also adds the required Asset Viewer permission.


SW00388665 BMC Remedy Asset Management When you receive a line item on the Receiving
Console (when the purchase request has a related
Change template) you receive the following error
message: ARERR 45913.
Workaround
Review existing Change template records and enter a

value for the new required field Template Category 1
and, if used, in the optional fields, 'Template
Category 2,' and 'Template Category 3'.
SW00389752 BMC Remedy Asset Management You cannot see the customized contract type in the
Filter by Search menu in the Contract Console
Workaround
1. Login as Demo user to open to open

SYS:Predefined Queries form with submit mode.
2. Create an entry for the customized contract type

and then save it.
SW00390570 BMC Remedy Change Management Not all of the BMC Atrium Impact Simulator
messages are available in localized languages.
Workaround
Work with the messages in English.

SW00391653 BMC Remedy Change Management If you make a copy of a Change request while
working with the console in Search mode, the system
does not update the Breadcrumb bar with the new
Change request's ID .
Workaround
Open the original change request in Modify mode

and then copy it. To open the Change request in
Modify mode:
1. Select the existing change request in the Change

table.
2. Click the View button above the table.


SW00392698 Documentation: BMC Remedy IT The Special characters and boolean expressions in
Service Management Concepts Global search topic needs the following
Guide clarification, which will appear as a note:
Clarification
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%"
SW00393017 BMC Remedy Change Management The Impact analysis button does not appear on the
Change form if you install BMC Remedy Change
Management 7.6.04 Service Pack 1 before you install
BMC Atrium 7.6.04 Service Pack 1.
Workaround
Make sure you install BMC Atrium 7.6.04 Service

Pack 1 before you install BMC Remedy Change
Management 7.6.04 Service Pack 1.
To check which version of the Atrium Impact

Simulator is currently installed, open the
Share:Application_Properties form and
search for Property = "Atrium Impact
Simulator".
SW00393367 Installation Before you install the BMC Remedy ITSM
applications, BMC Remedy AR Server uses 2GB of
memory. After you install the BMC Remedy ITSM
applications, BMC Remedy AR Server uses 3.5GB of
memory.
Workaround
Restart the AR System server after you install the

BMC Remedy ITSM applications.


SW00393864 Installation If solution data is present on the server prior to
upgrading to BMC Remedy Problem Management
7.6.04 Service Pack 1, you might see an error message
in the installation log that is similar to the following
example:
[ERROR][Wed Apr 6 12:41:06.758]

AnalyzeLogfile- (logfile:
/tmp/install.dir.16979/pbm_PBM_KnownErr
or_soln.log) [Wed Apr 06 12:40:55.237]
INFO - AR System Import Tool 7.6.04
Wed Apr 06 12:40:55.236
[Wed Apr 06 12:40:55.254] INFO -

Starting import of
/opt/bmc/BMCRemedyITSMSuite/Workflow/in
stall/upgrade_from_7.6.03_to_7.6.04/sys
tems/pbm/workflow/en/./pbm_PBM_KnownErr
or_soln.arx
...
Workaround
You can safely ignore this message.

SW00394035 Installation When performing a first time installation to an
environment running the Windows operating
system, the SQL logs contain warning messages that
you can safely ignore. See Warning messages to
ignore on page 13 for a list of the warning messages
to ignore.
Workaround
You can safely ignore these messages.

SW00394048 Installation If you are upgrading from release 7.5.01 of the BMC
Remedy ITSM applications, the SQL logs contain
warning messages that you can safely ignore. See
Warning messages to ignore on page 13 for a list of
the warning messages to ignore.
Workaround
You can safely ignore these messages.

Warning messages to ignore

This section lists the installation and upgrade warning messages that you can safely
ignore. These messages are referred to in the preceding Known Issues and
Workaround table.
SW00394035
This section lists the warning messages associated with known issue tracking ID
SW00394035:
BMC Remedy Asset Management
[Thu Apr 07 12:47:36.593] WARN - Error encountered in bulk

transaction, switching to (non-bulk) single import operation.
Failed operation is : [ERROR (382): The value(s) for
this entry violate a unique index that has been defined for
this form; schema: Data Visualization Definition, entry:
000000000001691, 1 unique index(es), field(s): 41000 41050
41051 41052 160 ]
BMC Remedy Change Management

this form; schema: SYS:Menu Items, entry: MNU000000117262, 1
unique index(es), field(s): 1000000007 1000000008 160
1000004336 ]
this form; schema: Report, entry: 000000000006142, 2 unique
index(es), field(s): 2010005 2000011 2000017 160 2000011
]
BMC Remedy Incident Management
[Thu Apr 07 14:42:43.285] WARN - Not enough fields found.

Found 60, expected 62.
DATA "DLO000000000083" "dev_bcha" 1189619434 "" "dev_efun"
1286397319 1 "." "" "AG000C29B8DF456iboRgopuzJADwgD" 256
"PP000C29B8DF45yBKhRwfNcJYg0vEL" "" "" ""
"CFG:LoadAssignment" "config-hpd" "" "" "" 2000 13000 39000 1 3
0 16 1 "" "" "" "" "" "" "" "" "" "" "" "" "" "" 1 ""
"ProcessSetup-Foundation" "7.6" "" "" "" 0 "" "" "" "" ""

"" "" "" "" ""

1285731794 1 "." "" "AG000C29B8DF45r07oRg5vVOJQtxkD" 256
"PP0015171D1210JrebTAx2G0bQL_lG" "" "" "" "System Use"
"config-hpd" "" "" "" 2000 12000 38000 1000 3 "" 1 1 "" ""
999999999 "" "" "" "" "" "" "" "" "" "" "" 1 "" "" "" "" "" ""
"" "" "" "" "" "" "" "" "" "" ""
BMC Remedy Problem Management
Thu Apr 07 15:40:14.347] WARN - Not enough fields found. Found

60, expected 62.
DATA "DLO000000000098" "dev_bcha" 1196438648 "" "dev_snam"
1285664850 1 "." "" "AG000C29B8DF45eDRQRwxXvhEgzjAC" 256
"PP000C29B8DF45ok#hRwL4n3Yg0UgM" "" "" "" "System Use"
"config-pbm" "" "" "" 3000 12000 38000 1000 3 "" 16 1 "" ""
999999999 "" "" "" "" "" "" "" "" "" "" "" 1 "" "" "" "" "" ""
"" "" "" "" "" "" "" "" "" "" ""
1286397319 1 "." "" "AG000C29B8DF455m6GRwpzblBgBIkA" 256
"PP0019B92D76DAzNwVSAbRIYBwo54A" "" "" "" "CFG:LoadReminders"
"config-pbm" "" "" "" 3000 13000 59000 900 3 0 4 0 "" "" "" ""
"" "" "" "" "" "" "" "" 768 1023 2 "" "Transactional-
SharedComponents" "7.6" "" "" "" 0 "" "" "" "" "" "" "" "" ""
""
1286397319 1 "." "" "AG000C29B8DF45Km#GRweULmBg0okA" 256
"PP0019B92D76DACN0VSADP0YBwIp8A" "" "" "" "FIN:LoadCosts"
"config-pbm" "" "" "" 3000 13000 62000 992 3 0 4 0 "" "" "" ""
"" "" "" "" "" "" "" "" 768 1023 2 "" "Transactional-
""
1286397319 1 "." "" "AG000C29B8DF45SG#GRwcbbmBgCIoA" 256
"PP0019B92D76DARN0VSAe-cZBwop8A" "" "" "" "CFG:LoadBroadcast"
"config-pbm" "" "" "" 3000 13000 63000 920 3 0 4 0 "" "" "" ""
"" "" "" "" "" "" "" "" 768 1023 2 "" "Transactional-
""


1286397319 1 "." "" "AG000C29B8DF45iHifRwXEzHWwHW4K" 256
"PP0019B92D76DAgN0VSACtIaBwN6AA" "" "" ""
"CFG:LoadBroadcastSPGAssoc" "config-pbm" "" "" "" 3000 13000
64000 930 3 0 4 0 "" "" "" "" "" "" "" "" "" "" "" "" 768 1023
2 "" "Transactional-SharedComponents" "7.6" "" "" ""
0 "" "" "" "" "" "" "" "" "" ""
Remedy Application Foundation (RAF)

1000004336 ]
1000004336 ]
Remedy Common Foundation (RCF)

1000004336 ]

SW00394048
This section lists the warning messages associated with known issue tracking ID
SW00394048:
BMC Remedy Asset Management
[WARNING][Fri Apr 08 12:54:39.921] ImportFileNode- ARImport()

successful for "ast_deplapp.def", but returned a warning
[WARNING][Fri Apr 08 12:54:39.921] ImportFileNode- 552 The SQL
database operation failed. RemoveAllStatusHistoryFromSchema()
BMC Remedy Change Management

successful for "chg_deplapp_att.def", but returned a warning
[WARNING][Fri Apr 08 14:24:27.312] ImportFileNode- 311 Field ID
specified is not found on this form. 301497200
BMC Remedy Problem Management
successful for "pbm_deplapp_att.def", but returned a warning
RAF

successful for "fnd_deplapp_att.def", but returned a warning
successful for "tms_deplapp_att.def", but returned a warning
[Fri Apr 08 12:00:56.343] WARN - Too many fields found. Found
38, expected 36.
RCF

successful for "fin_deplapp_att.def", but returned a warning

Downloading the service packs from the EPD website

successful for "ctr_deplapp_att.def", but returned a warning
Downloading the service packs from the EPD

website
This section provides the information that you need to download the service pack
from the BMC Electronic Product Distribution (EPD) website.
To download the service pack from the EPD website
1 Create a directory in which to place the downloaded files.
NOTE
On Windows computers, ensure that the directory is only one level into the directory
structure. The EPD package creates a directory in the temporary directory when you
extract the files, and the directory that contains the installation image should not be in a
directory deeper than two levels into the directory structure.
2 Go to https://webapps.bmc.com/signon/content/logon.jsp.
3 Enter your user ID and password, and click Submit.
4 Click Download Product.
5 On the Export Compliance and Access Terms page, provide the required
information, agree to the terms of the agreements, and click Continue.
6 If you are accessing this site for the first time, create an EPD profile; otherwise, skip
to step 7:
A Under Localized Languages, select the language for the service pack.
B Under Install Platforms, select the platforms to download for the service pack.
C Click Save Profile.
7 Verify that the correct profile is displayed for your download purpose, and select
the Product Patches tab.

Installing the service pack
8 Locate the service pack:
A Locate the product name and expand its entries to show the available version
numbers.
B Expand the version number to show the available service packs and patches.
C Select the check boxes next to the service pack and document to download.
9 To download the selected items, click Download (FTP) or Download Manager:
Download (FTP) places the selected items in an FTP directory, and the
credentials and FTP instructions are sent to you in an e-mail message.
Download Manager enables you to download multiple files consecutively, and to

resume an interrupted download if the connection drops.
This method requires a one-time installation of the AkamiNetSession Client

program on the target computer and is usually the faster and more reliable way
to transfer files. A checksum is used to verify file integrity automatically.
Installing the service pack

This section describes how to install the service pack.
Before you begin

This section provides information you need to know before installing the service
pack. It also describes a preinstallaton procedure that you must perform.
Preserving your customizations

If you are using Service Pack 1 to upgrade your environment from a version earlier
than BMC Remedy IT Service Management Suite version 7.6.04, you must take steps
to preserve your customizations. This includes running the Best Practice Conversion
utility before you perform the installation.
The Best Practice Conversion utility converts any customizations that you made to
BMC Remedy AR System components and applications prior to release 7.6.04 into
overlays or custom objects. Overlays and custom objects ensure that your
customizations are not lost when you upgrade a BMC Remedy AR System
application or server.

Where to find installation instructions
For detailed information about how to preserve your customizations, including

instructions about how to run the Best Practice Conversion utility, see Upgrade
process to preserve pre-7.6.04 extensions and customizations on page 48.
Full text search

The requirement to install BMC Remedy AR System full text search on the target
server before running the BMC Remedy ITSM installer is no longer applicable.
This requirement is mentioned in the BMC Remedy IT Service Management 7.6.04

Installation Guide,
64-bit Windows
For optimal performance when installing on the Microsoft Windows operating
system, BMC Software strongly recommends using 64-bit versions of that operating
system.
Where to find installation instructions
NOTE
Before you install the service pack, make sure that you have read and understand the
Before you begin section on page 18.
After you download the service pack from the EPD site, install it by following the
installation instructions provided in the BMC Remedy IT Service Management
Installation Guide.
Forms updated
The updated versions of the forms are merged with the existing versions of the form.
To understand how the service pack updates forms by merging, consider the
following points:
Any new fields that you added to the form are preserved.
Any views that you created for the form are preserved.

Forms updated
The following forms are updated in this service pack.
Table 1 Forms updated by this service pack (part 1 of 5)

AAS:Activity
APR:AddApprover
AST:Account
AST:Activity
AST:AdminDomain
AST:Application
AST:ApplicationInfrastructure
AST:ApplicationService
AST:ApplicationSystem
AST:AssetAdvancedSearch
AST:AssetCostCIJoin
AST:AssetLease
AST:AssetMaintenance
AST:AssetPeople_AssetBase
AST:AssetSoftware
AST:AssetSupport
AST:AssetWarranty
AST:BaseElement
AST:BIOSElement
AST:BulkInventory
AST:BulkUpdate-Display
AST:BusinessProcess
AST:BusinessService
AST:Card
AST:CDROMDrive
AST:Chassis
AST:CI-CostAssociationJoin
AST:Cluster
AST:CommunicationEndpoint
AST:ComputerSystem
AST:ComputerSystemATT_Join
AST:ConcreteCollection
AST:ConfigDepreciationCriteria
AST:ConfigurationSearch_dlg
AST:ConnectivityCollection
AST:ConnectivitySegment
AST:ContractRelJoinBaseElement
AST:DataBase

Forms updated

AST:DataBaseStorage
AST:DiskDrive
AST:DiskPartition
AST:dlgSelectSchedule
AST:Document
AST:Equipment
AST:FileSystem
AST:FloppyDrive
AST:HardwarePackage
AST:HardwareSystemComponent
AST:InventoryQuantity_Storage_Join
AST:InventoryStorage
AST:IPConnectivitySubnet
AST:IPEndpoint
AST:IPXConnectivityNetwork
AST:Keyboard
AST:LAN
AST:LANEndpoint
AST:LicenseJob
AST:LicenseJobConsole
AST:LicenseMgmtExJoinJobAssocRunHistoryJoinBaseElement
AST:LicenseMgmtExJoinJobAssocRunHistoryJoinBaseElementJoinBaseRe
lationship
AST:LNsCollection
AST:LocalFileSystem
AST:LogicalSystemComponent
AST:Mainframe
AST:Media
AST:Memory
AST:Monitor
AST:NetworkPort
AST:NTDomain
AST:OperatingSystem
AST:OperatingSystemComponentJoin
AST:Organization
AST:Package
AST:Patch
AST:Person
AST:PhysicalLocation
AST:PointingDevice

Forms updated

AST:Printer
AST:Processor
AST:Product
AST:ProtocolEndpoint
AST:PurchaseLineItem
AST:PurchaseLineItemInterface
AST:PurchaseLineItemInterface_Create
AST:PurchaseRequisition-Detail
AST:PurchaseRequisition-Detail-Signature
AST:Rack
AST:RemoteFileSystem
AST:ResourceAllocationSettingData
AST:ResourcePool
AST:Role
AST:SAMConsole
AST:Schedule Criteria
AST:Schedule View
AST:ServiceOfferingInstance
AST:Share
AST:SoftwareServer
AST:SoftwareUsageDialog
AST:SystemResource
AST:SystemSoftware
AST:TapeDrive
AST:Transaction
AST:UPS
AST:UserCommunity
AST:VirtualSystemEnabler
AST:VirtualSystemSettingData
AST:WAN
AST:WorkLog
CFB:FlashboardData
CFG:Assignment
CFG:AssignSupportGrpFuncRole
CFG:Business Holidays Storage
CFG:CountryCurrency
CFG:Geography City
CFG:Geography Country
CFG:Time Zone

Forms updated

CHG:Change Assoc Search
CHG:Change Dialogs
CHG:Change Management Console
CHG:ChangeAPDetailSignature
CHG:ChangeASI:ChgCI_ComputerSystemBaseRelationships
CHG:ChangeASI:ChgCI_ComputerSystemBaseRelationships_Join
CHG:ChangeInterface
CHG:ChangeInterface_Create
CHG:ChangeRiskQuestionsDisplayDialog
CHG:Infrastructure Change
CHG:Infrastructure Change Classic
CHG:InfrastructureChangeAPDetail
CHG:ProcessFlow_TemplateSPGLookup
CHG:Template
CHG:TemplateQueryInterface
CHG:TemplateSPGAssoc
CHG:TemplateSPGAssocLookup
CHG:TemplateSPGLookUp
CHG:WorkLog
CTM:CFG-ApplicationPreferences
CTM:People Template
CTM:People Template NTE
CTM:SupportGrpFuncRoleAsLookUp
CTR:AuditLogSystem
CTR:ContractConsole
CTR:GenericContract
CTR:MasterContract
DLD:LicenseCount
FIN:ConfigCostCentersRepository
HPD:Help Desk
NTE:CFG-Notification Events
NTE:CFG-NT Events NonSupport
NTE:LoadCFGNotificationEvents
NTE:Notifier
NTE:Notifier Log
NTE:SYS-Define NT Events
NTE:SYS-NT Process Control
NTE:SYS-NTUnProcessedRecords
PBM:Investigation WorkLog

Workflow updated

PBM:Known Error
PBM:Problem Investigation
RMS:CollisionDetection_dlg
RMS:Release
RMS:ReleaseAPDetail
RMS:ReleaseAPDetailSignature
RMS:ReleaseAssociationJoinChange
RMS:ReleaseAssociationJoinCI
RMS:ReleaseChangeCIAssociation_Join
RMS:TemplateSPGAssocLookup
RMS:TemplateSPGLookUp
RMS:WorkLog
SHR:LandingConsole
SHR:SchemaNames
SYS:Application Status Enabler
SYS:Menu Items
SYS:Notification Messages
TMS:ParentApplicationTemplate
TMS:Task
TMS:TaskAssociationFlowJoin
Workflow updated
All original, out-of-the-box workflow that you customized and which is included in
the service pack is retained. All new workflow that you created is also preserved.
If the service pack by design deletes an object that has an overlay, the overlays are
removed along with the object. This happens even if you run the Best Practice
Conversion utility.
Views updated
The following views are updated by this service pack.
Table 2 Views updated by this service pack (part 1 of 16)

AAS:Activity
AAS:AuditFilters

Views updated

AAS:AuditLog
AAS:CFG Notification Rules
AAS:CFG Rules
AAS:Template
AAS:TemplateSelectionDialog
AAS:WorkInfo
APR:AddApprover
AST:Account
AST:Activity
AST:AdditionalData
AST:AdditionalDataDLG
AST:AdditionalInfoTab
AST:AdminDomain
AST:Application
AST:ApplicationInfrastructure
AST:ApplicationService
AST:ApplicationSystem
AST:ARServerConnection
AST:Asset Management Console
AST:AssetAdvancedSearch
AST:AssetConfigConfigItemsJoin
AST:AssetCost
AST:AssetCostJoinFINCost
AST:AssetCostJoinFINCostAssoJoin
AST:AssetLease
AST:AssetPeople AssetBase
AST:AssetSoftware
AST:AssetSupport
AST:AssetWarranty
AST:ASTSLM%Qualbuilder
AST:Attachments
AST:Audit Filters
AST:BaseElement
AST:BIOSElement
AST:BulkInventory
AST:BulkUpdate-Display
AST:BusinessProcess

Views updated

AST:BusinessService
AST:Card
AST:CDROMDrive
AST:CertificatesJoinConfigLicenseTypeRegistryJoinFINCostsJoinAssetSo
ftware
AST:CFG UnavailabilityPriority
AST:CFG-Rules
AST:Chassis
AST:CI Associations Search
AST:CI Audit Log
AST:CI Related Item
AST:CI Unavailability
AST:CI Unavailability Audit Filters
AST:CI Unavailability AuditLog
AST:CIU Search-Associations
AST:Cluster
AST:CMDB Assoc CI UA Join
AST:CMDBAssoc CI UA CMDBAssoc
AST:CommunicationEndpoint
AST:Compliance BasicQuestions
AST:ComplianceARBased Advanced
AST:ComplianceMultiplierLookupTbl
AST:ComplianceTemplate Advanced
AST:ComputerSystem
AST:ConcreteCollection
AST:ConfigAuditLog
AST:ConfigDepreciationCriteria
AST:ConfigItemsAssociationJoin
AST:ConfigLicenseMgmt
AST:ConfigNotificatnsDlg
AST:ConfigOutage
AST:ConfigOutageDlg
AST:ConfigReorderLevels
AST:ConfigScheduleAssociationJoin
AST:Configuration
AST:ConfigurationApprovalProcess
AST:ConfigurationCheckInventory dlg
AST:Configurations dlg
AST:ConfigurationSearch dlg
AST:ConfigUsageProvider

Views updated

AST:ConnectionARBased Advanced
AST:ConnectionTemplate Advanced
AST:ConnectivityCollection
AST:ConnectivitySegment
AST:Contract Contact Dlg
AST:Contract-CIAssociations
AST:CostFrequency
AST:DataBase
AST:DataBaseStorage
AST:DeleteAssets
AST:DiskDrive
AST:DiskPartition
AST:Document
AST:Equipment
AST:FileSystem
AST:FloppyDrive
AST:GroupCertificateDlg
AST:HardwarePackage
AST:HardwareSystemComponent
AST:HomePageContent%FB ComputerSystemsByStatus
AST:HomePageContent%KPI SAMConsole
AST:HomePageContent%RL AssetListBySupportGrp
AST:HomePageContent%RL AssetListMyCIs
AST:HomePageContent%RL ContractAboutToExpire
AST:HomePageContent%RL ContractExpired
AST:HomePageContent%RL NewContracts
AST:HomePageContent%RL NewProcurement
AST:HomePageContent%RL ProWaitingApproval
AST:HomePageContent%RL SoftwareCertificates
AST:Impacted Areas
AST:InventoryQuantity Storage Join
AST:InventoryStorage
AST:IPConnectivitySubnet
AST:IPEndpoint
AST:IPXConnectivityNetwork
AST:Keyboard
AST:LAN
AST:LANEndpoint
AST:LicenseCertificateProductAssociation

Views updated

AST:LicenseCertificates
AST:LicenseCertificateUpgradeDlg
AST:LicenseJob
AST:LicenseJobConsole
AST:LicenseJobSchedules
AST:LicenseMgmtException
AST:LicenseMgmtExJoinJobAssocRunHistoryJoinBaseElement
AST:LicenseMgmtIncludeClass
AST:LicenseMgmtRunDetails dlg
AST:LicenseTypeConfiguration
AST:LNsCollection
AST:LocalFileSystem
AST:LogicalSystemComponent
AST:Mainframe
AST:ManageLicenseMgmtException
AST:Media
AST:Memory
AST:Monitor
AST:NetworkPort
AST:Notifications
AST:NTDomain
AST:OperatingSystem
AST:OperatingSystemComponentJoin
AST:OutageLog
AST:Package
AST:Patch
AST:PhysicalLocation
AST:PointingDevice
AST:Printer
AST:Processor
AST:Product
AST:ProtocolEndpoint
AST:PurchaseLineItem
AST:PurchaseLineItemAssetJoin
AST:PurchaseLineItemInterface
AST:PurchaseOrder
AST:PurchaseOrderAuditLog
AST:PurchaseOrderLineItemJoin
AST:PurchaseRequisition

Views updated

AST:PurchaseRequisitionAttachments
AST:PurchaseRequisition-Detail-Signature
AST:PurchaseRequisitionLineItemInnerJoin
AST:PurchaseRequisitionLineItemOuterJoin
AST:PurchaseRequisitionWorkLog
AST:Purchasing Console
AST:PurchasingSearch dlg
AST:Rack
AST:Receiving Console
AST:RemoteFileSystem
AST:ResourceAllocationSettingData
AST:ResourcePool
AST:Role
AST:SAMConsole
AST:Schedule Association
AST:Schedule Criteria
AST:Schedule View
AST:SearchFromBase Relationship
AST:SearchFromBase Relationship1
AST:ServiceOfferingInstance
AST:Share
AST:SoftwareServer
AST:SoftwareUsageDialog
AST:SystemResource
AST:SystemSoftware
AST:TapeDrive
AST:Transaction
AST:UPS
AST:UserCommunity
AST:VirtualSystemEnabler
AST:VirtualSystemSettingData
AST:WAN
AST:WorkLog
CBK:CostReportdlg
CBK:ManageCostdlg
CFG:Assignment
CFG:AssignmentProcessMapping
CFG:AssignSupportGrpFuncRole
CFG:Attachments

Views updated

CFG:Broadcast
CFG:Broadcasts
CFG:BroadcastSPGAssociation
CFG:Business Holidays Storage
CFG:Business Time Workdays
CFG:Catalog Mapping
CFG:CountryCurrency
CFG:Decision Tree
CFG:Decision Tree-Branch
CFG:Escalation
CFG:GEMScriptAssocLookup
CFG:GEMScriptLookup
CFG:GenCatProductProDefLookup
CFG:Generic Catalog Setup
CFG:GenericCompanyModuleAssoc
CFG:GenericCompanyModuleLookUp
CFG:GenericProdServiceAssoc
CFG:Geography City
CFG:Geography Country
CFG:Geography State-Province
CFG:Group Event Mapping
CFG:Inbox Preferences
CFG:PeopleITSkills
CFG:Pred-Succ Relationship
CFG:Related Associations
CFG:ReminderNotifications
CFG:Reminders
CFG:Script Attachments
CFG:Script Setup
CFG:Scripts
CFG:Service Catalog
CFG:Service Catalog LookUp
CFG:Service Catalog Setup
CFG:SupportCompanyAccessSetup
CFG:Time Zone
CFG:WatchList
CFG:WorkLog
CFG:WorkLog Config
CHG:Association-CI Join-Inner

Views updated

CHG:CFG Calendar Qualification
CHG:CFG Change Risk Determine
CHG:CFG Rules
CHG:CFG-Prioritization
CHG:Change Assoc Search
CHG:Change Dialogs
CHG:Change Dialogs Classic
CHG:Change Management Console
CHG:Change Request Audit
CHG:ChangeAPDetailSignature
CHG:ChangeApproverLookup
CHG:Change-ImpactedAreasJoin
CHG:ChangeImpctAreaApproverLookup
CHG:ChangeInterface Create
CHG:ChangeRiskDerivedFactors
CHG:ChangeRiskDerivedFactorsTemplate
CHG:ChangeRiskDerivedTemplateFieldSelectionLookup
CHG:ChangeRiskDerivedTemplateSelectionDerivedFactorsLookup
CHG:ChangeRiskFactorQuestionLookup
CHG:ChangeRiskFactors
CHG:ChangeRiskFactorsDraft
CHG:ChangeRiskFactorsTemplate
CHG:ChangeRiskFactorsTemplateLookup
CHG:ChangeRiskQuestionsDisplayDialog
CHG:ChangeRiskRanges
CHG:ChangeRiskReportTemplate
CHG:Chg Search-Associations
CHG:CHGSLM%Qualbuilder
CHG:HomePageContent%FB AllOpenChangebyCat
CHG:HomePageContent%FB AllOpenChangebyImpact
CHG:HomePageContent%FB AllOpenChangebyPriority
CHG:HomePageContent%FB ChangeRiskAssessByImpact
CHG:HomePageContent%FB PendingApprovalByCat
CHG:HomePageContent%KPI BacklogHistoryOfChange
CHG:HomePageContent%KPI BacklogOfChange
CHG:HomePageContent%KPI StandardChange
CHG:HomePageContent%KPI StandardHistoryChange
CHG:HomePageContent%RL ChangeConsole
CHG:HomePageContent%RL ChangeExtensiveImpact

Views updated

CHG:Impacted Areas
CHG:Infra. Change Effort Log
CHG:Infrastructure Change
CHG:Infrastructure Change Classic
CHG:InfrastructureChangeAPDetail
CHG:SYS Notification Rules
CHG:SYS-StatusRelationships
CHG:Template
CHG:Template Associations
CHG:TemplateSelectionDialog
CHG:TemplateSPGAssoc
CHG:TemplateSPGLookUp
CHG:WorkLog
CTM:Audit Filters
CTM:CFG-ApplicationPreferences
CTM:Email System
CTM:Login ID
CTM:Paging System
CTM:People
CTM:People Attributes
CTM:People Audit
CTM:People Benefit Info
CTM:People Education
CTM:People HR Attendance Mgmt
CTM:People HR Time Management
CTM:People IT Skills
CTM:People Organization
CTM:People Permission Groups
CTM:People Profile
CTM:People Search-Supp. Staff
CTM:People Template
CTM:People Template NTE
CTM:People Template SG Lookup
CTM:People Travel Profile
CTM:People Wallet
CTM:People WorkLog
CTM:PostalCodes
CTM:PostalCodesDialog
CTM:Ppl Search-PermissionGrp

Views updated

CTM:PPL-SptGrpFuncRole-ITSkills
CTM:Profile Definition
CTM:Support Group
CTM:Support Group Alias
CTM:Support Group Alias LookUp
CTM:Support Group Asign LookUp
CTM:Support Group Assoc LookUp
CTM:Support Group On-Call
CTM:Support Group Shifts
CTM:SupportGrpFuncRoleAlLookUp
CTM:SupportGrpFuncRoleAlpplPermJoin PMC
CTM:SupportGrpFuncRoleAsLookUp
CTM:UpdateSupportGroupAssociation
CTR:Audit Filters
CTR:AuditLogSystem
CTR:Contract Relationship
CTR:Contract Relationship Child
CTR:Contract Relationship Child Locale
CTR:Contract Relationship Parent
CTR:Contract Relationship Parent Locale
CTR:ContractAuditLog
CTR:ContractBase
CTR:ContractBase Locale
CTR:ContractConsole
CTR:CreateContractType
CTR:GenericContract
CTR:MasterContract
CTR:Rights Granted
CTR:Terms Conditions
CTR:WorkLog
FIN:Association
FIN:ConfigCostCategory
FIN:ConfigCostCentersRepository
FIN:ConfigCostRates
FIN:ConfigRules
FIN:CostAssociationJoin
FIN:CostCategoryRepository
FIN:CostCenterAssociation
FIN:SearchCostCenterdlg

Views updated

HPD:AppSettings
HPD:Associations
HPD:Attachments
HPD:Audit Filters
HPD:CFG IncidentWatchList
HPD:CFG-Impact
HPD:CFG-Prioritization
HPD:CFG-Priority Weight Ranges
HPD:CFG-Rules
HPD:CFG-Urgency
HPD:Help Desk
HPD:Help Desk Assignment Log
HPD:Help Desk Audit Log
HPD:Help Desk Classic
HPD:Help Desk Dialogs
HPD:Help Desk Dialogs Classic
HPD:HelpDeskAssignmentLogJoin
HPD:HelpDeskPeopleReportJoin
HPD:HomePageContent%FB AllOpenIncident
HPD:HomePageContent%FB IncidentStatusbyPriority
HPD:HomePageContent%KPI BacklogHistoryOfIncident
HPD:HomePageContent%RL IncidentConsole
HPD:HomePageContent%RL IncidentExtensiveImpact
HPD:HomePageContent%RL IncidentWatchList
HPD:HPDSLM%Qualbuilder
HPD:Impacted Areas
HPD:Incident Assoc Search
HPD:Incident Management Console
HPD:Incident Matching
HPD:IncidentDateSearch
HPD:IncidentInterface
HPD:IncidentInterface Create
HPD:Search-Assignment Logs
HPD:Search-Associations
HPD:Search-Worklog
HPD:Template
HPD:Template Assoc CI Lookup
HPD:Template Associations
HPD:TemplateCustomerJoin

Views updated

HPD:TemplateSPGAssoc
HPD:TemplateSPGLookUp
KPI:FlashboardData
NTE:CFG-Country Code Option
NTE:CFG-Notification Events
NTE:CFG-NT Events NonSupport
NTE:CFG-Numeric Pager Prefix
NTE:CFG-Pager Service Config
NTE:Notifier
NTE:Notifier Log
NTE:SYS-Define NT Events
NTE:SYS-NT Process Control
NTE:SYS-NTUnProcessedRecords
PBM:Audit Filters
PBM:CFG-Impact
PBM:CFG-Prioritization
PBM:CFG-Priority Weight Ranges
PBM:CFG-Rules
PBM:CFG-Urgency
PBM:Costs
PBM:Dialogs
PBM:HomePageContent%FB AllOpenProblem
PBM:HomePageContent%FB ProblemStatusbyPriority
PBM:HomePageContent%KPI BacklogHistoryOfProblem
PBM:HomePageContent%KPI BacklogOfProblem
PBM:HomePageContent%RL KEExtensiveImpact
PBM:HomePageContent%RL ProblemConsole
PBM:HomePageContent%RL ProblemExtensiveImpact
PBM:Impacted Areas
PBM:Investigation Assgnmt Log
PBM:Investigation Associations
PBM:Investigation Attachments
PBM:Investigation Effort Log
PBM:Investigation Search
PBM:Investigation WorkLog
PBM:Known Error
PBM:Known Error Associations
PBM:Known Error Attachments
PBM:Known Error Audit

Views updated

PBM:Known Error LookUp
PBM:Known Error WorkLog
PBM:KnownErrorInterface
PBM:KnownErrorKDBAssoc Search
PBM:Pbm Investigation Audit
PBM:Pbm Search-Associations
PBM:Pbm Search-Worklog
PBM:Pke Search-Associations
PBM:Problem Investigation
PBM:Problem Management Console
PBM:ProblemInterface
PBM:Solution Audit Log
PBM:Solution Database
PBM:Solution DB Alias
PBM:Solution DB Alias Lookup
PBM:Solution DB Associations
PBM:Solution DB Attachments
PBM:Solution WorkLog
PBM:SolutionInterface
PBM:SolutionMappingJoin
PBM:Template
PBM:Template Associations
PBM:TemplateSPGAssoc
PBM:TemplateSPGLookUp
RAC:Config%Applications
RAC:Config%Console
RAC:Config%Options
RAC:Config%TaskOptionJoin
RAC:Config%Tasks
RMG:BusTimeSegSrch dlg
RMG:Entity Type Definition Form
RMS:Associations-CI-Join
RMS:AuditFilters
RMS:AuditLog
RMS:CFG Milestones
RMS:CFG Notification Rules
RMS:CFG Prioritization
RMS:CFG Rules
RMS:CollisionDetection dlg

Views updated

RMS:HomePageContent%FB OpenReleasebyPriority
RMS:HomePageContent%FB OpenReleasebyRisk
RMS:HomePageContent%FB OpenReleasebyService
RMS:HomePageContent%FB PendingApprovalbyBusinessJust
RMS:HomePageContent%FB PendingApprovalbyService
RMS:HomePageContent%KPI BacklogHistoryReleases
RMS:HomePageContent%KPI BacklogReleases
RMS:HomePageContent%RL ReleaseConsole
RMS:HomePageContent%RL ReleaseExtensiveImpact
RMS:Release
RMS:Release Assoc Search
RMS:ReleaseAPDetailSignature
RMS:ReleaseAssociationJoinChange
RMS:ReleaseAssociationJoinCI
RMS:ReleaseManagementConsole
RMS:ReleaseManifestAssociation
RMS:RLMFINCostAssociationJoin
RMS:RMAJoinChangeAssocCIJoin
RMS:Template
RMS:TemplateSPGAssoc
RMS:TemplateSPGLookUp
RMS:WorkLog
RQC:RequestDetails
RQC:ServiceRequestConsole
RQC:ServiceRequestWizard
SHR:ARDBC OverviewConsole
SHR:ARDBC OverviewConsoleTemplate
SHR:ARDBCEnumLookup
SHR:ARDBCFields
SHR:ARDBCForms
SHR:LandingConsole
SHR:OverviewConsole
SHR:OverviewConsole SelectRequestType dlg
SHR:OverviewConsole SelectStatusValues dlg
SHR:SchemaNames
SHRAAS:SHR-SearchPanel
SHRAXS:SHR-SearchAsset
SYS:Advanced Search Form List
SYS:AssociationTypeAssocLookUp

Views updated

SYS:Attribute Setup
SYS:ComputedGroupDefinitions
SYS:Integration Management
SYS:Menu Items
SYS:Menu Items Locale LkUp
SYS:Notification Messages
SYS:Request Type Action Lookup
SYS:Request Types
SYS:Request Types Assoc Lookup
SYS:RequestTypesLocaleLkUp
SYS:Schema Sort
SYS:Status Query Rules
SYS:Status Reason Menu Items
SYS:Status Transition LookUp
SYS:System Settings
SYS:User Initialization
SYS:ViewSelectionRoleDefinition
SYS:ViewSelectionRoleDefinitionSetup
TMS:AssignmentConfiguration
TMS:AssocTTaskGroupTJoin
TMS:AuditFilters
TMS:AuditLog
TMS:ConfigPhaseManagement
TMS:FlowAssocJoinSuccTaskGroup
TMS:FlowTemplate
TMS:FlowTFlowOuterJoin
TMS:IntegrationConfiguration
TMS:ParentApplicationObject
TMS:ParentApplicationTemplate
TMS:ReturnCodeConfiguration
TMS:Task
TMS:TaskAssociationFlowJoin
TMS:TaskAssociationJoin
TMS:TaskGroup
TMS:TaskGroupTemplate
TMS:TaskTemplate
TMS:VariableMappingTaskGroupTemplateJoin
TMS:VariableTemplate
VIS:AddUpdateStatus

Where to view the latest product information

VIS:Process
VIS:ProcessAcceleratorItem
VIS:ProcessFlow
VIS:ProcessFlowStructureSetup
VIS:ProcessStage
VIS:ProcessStageCondition
VIS:ProcessStageMapping
Where to view the latest product information

The latest product information is available on the Customer Support website at
http://www.bmc.com/support.
TIP
If you do not already have a user name and password that allow you to fully access the
Customer Support site, you can register for a user name and password on the site.
From the Customer Support site, you can perform several tasks, including
viewing the latest product documentation (manuals, release notes, flashes,

technical bulletins, online Help, and parameter information)
subscribing to proactive alerts to receive e-mail messages that inform you of new
release notes, flashes, and technical bulletins for your products
searching for existing product resolutions and frequently asked questions (FAQs)
How to obtain printed documents

In addition to printing documents from the media that you received or downloaded
when you obtained the product, you can obtain printed documents in the following
ways:
Download and print the document from the Customer Support website at
Order the document from the Customer Support website at


How to obtain printed documents
Contact your sales representative.
Copyright 2011 BMC Software, 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.
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

Itsm 7604 SP1 TB

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Itsm 7604 SP1 TB

Uploaded by

Copyright:

Available Formats

Technical Bulletin

BMC Remedy IT Service Management

The following topics are provided:

Service pack overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Service pack overview

BMC Remedy Asset Management 7.6.x

New installer logic

New installer logic

2 Technical Bulletin April 2011

Search function available from Application menu

All work info types shown

CHG:Infrastructure Change form (Classic view)

BMC Remedy IT Service Management version 7.6.04 3

Tracking ID Product Description

4 Technical Bulletin April 2011

Tracking ID Product Description

BMC Remedy IT Service Management version 7.6.04 5

Tracking ID Product Description

7.6.03: "Required field not specified:

6 Technical Bulletin April 2011

Tracking ID Product Description

1. Opened an existing problem investigation that

2. From the Process Flow bar, selected Enter

The application successfully updated the Status

A status reason is required for

BMC Remedy IT Service Management version 7.6.04 7

Tracking ID Product Description

8 Technical Bulletin April 2011

Known issues and workarounds

Tracking ID Product Description

Provide auto-assignment capabilities to the Change

From the Software Asset Management console, select

Manually run the NTE_Disable_workflow driver.

Assign Contract Admin permission to the user ID.

BMC Remedy IT Service Management version 7.6.04 9

Tracking ID Product Description

Review existing Change template records and enter a

1. Login as Demo user to open to open

2. Create an entry for the customized contract type

Work with the messages in English.

Open the original change request in Modify mode

1. Select the existing change request in the Change

2. Click the View button above the table.

10 Technical Bulletin April 2011

Tracking ID Product Description

Searches that start with a wildcard character are not

Make sure you install BMC Atrium 7.6.04 Service

To check which version of the Atrium Impact

Restart the AR System server after you install the

BMC Remedy IT Service Management version 7.6.04 11

Tracking ID Product Description

[ERROR][Wed Apr 6 12:41:06.758]

[Wed Apr 06 12:40:55.254] INFO -

You can safely ignore this message.

You can safely ignore these messages.

You can safely ignore these messages.

12 Technical Bulletin April 2011

Warning messages to ignore

BMC Remedy Asset Management

[Thu Apr 07 12:47:36.593] WARN - Error encountered in bulk

BMC Remedy Change Management

[Thu Apr 07 13:31:33.118] WARN - Error encountered in bulk

BMC Remedy Incident Management