BMC Remedy Manual

Technical Bulletin

BMC Remedy Action Request SystemVersion 7.5.00December 15, 2011Patch 008

BMC Software is alerting users of version 7.5.00 of the BMC Remedy Action Request System (BMC Remedy AR System) product to the availability of a patch that provides fixes for various known issues. If you have any questions about the patch, contact BMC Software Customer Support at 1 800 537 1813 (United States or Canada) or call your local support center.

This document provides the following information about patch 008:

Procedure for downloading the BMC Remedy AR System suite installer and the individual files updated in the patch

Details of each feature updated in the patch:

Resolved issues and known issues

Important notes and recommendations

Manual upgrade procedures and updated files with source (FTP patch download folders) and destination (installation folders) locations

NOTE You can upgrade BMC Remedy Developer Studio, BMC Remedy Data Import, and BMC Remedy User only by using the patch installer. Therefore, manual upgrade procedures and updated files are not listed for these features.

TIP For the features that you can upgrade manually, see the complete list of files updated between version 7.5.00 and patch 008 in “Cumulative lists of updated files” on page 107.

225426225426

*225426*

Patch 008

BMC Remedy AR System patches are cumulative. This document contains update details and resolved issue descriptions for all earlier patches, but does not contain the following information for those patches:

Procedure to download the BMC Remedy AR System suite installer and updated files (because this procedure does not change for every patch)

Manual upgrade procedures and updated files, where applicable

Known issues (all known issues are described in the section for the most recent patch)

For specific information, see the relevant patch document.

Patch 008The following features were updated in this patch:

BMC Remedy AR System suite installer (page 6)

BMC Remedy AR System server (page 10)

BMC Remedy Approval Server (page 25)

BMC Remedy Assignment Engine (page 30)

BMC Remedy Data Import (page 30)

BMC Remedy Developer Studio (page 31)

BMC Remedy Email Engine (page 33)

BMC Remedy Flashboards (page 38)

BMC Remedy Mid Tier (page 38)

BMC Remedy User (page 42)

BMC Remedy Flashboards was last updated in patch 004. To upgrade to its latest version, download patch 004 and install this feature. See “BMC Remedy Flashboards” on page 76.

2 Technical Bulletin December 15, 2011

Patch 008

Downloading the patchDepending on your requirement, use one of the following procedures to download the patch 008 files.

To download the patch installers from the EPD website

1 Create a directory in which to place the downloaded files.

NOTE On Windows computers, ensure that the directory is only one level into the directory structure. The EPD package creates a directory in the temporary directory when you extract the files, and the directory that contains the installation image should not be in a directory deeper than two levels into the directory structure.

2 Go to https://webapps.bmc.com/signon/content/logon.jsp.

3 Enter your user ID and password, and click Submit.

4 Click Download Product.

5 On the Export Compliance and Access Terms page, provide the required information, agree to the terms of the agreements, and click Continue.

6 If this is the first time you are accessing this site, create an EPD profile; otherwise, skip to step 7:

a Under Localized Languages, select the language for the patch release.

b Under Install Platforms, select the platforms to download for the patch.

c Click Save Profile.

7 Verify that the correct profile is displayed for your download purpose, and select the Product Patches tab.

8 Locate the product patch:

a Locate the product name and expand its entries to show the available version numbers.

b Expand the version number to show the available patches.

c Select the check boxes next to the patches and documents to download.

9 To download the selected items, click Download (FTP) or Download Manager:

Download (FTP) places the selected items in an FTP directory, and the credentials and FTP instructions are sent to you in an e-mail message.

Download Manager enables you to download multiple files consecutively, and to resume an interrupted download if the connection drops.

This method requires a one-time installation of the AkamiNetSession Client program on the target computer and is usually the faster and more reliable way to transfer files. A checksum is used to verify file integrity automatically.

BMC Remedy Action Request System Version 7.5.00 3

https://webapps.bmc.com/signon/content/logon.jsp

Patch 008

To download the patch installers and updated files from the Customer Support website

1 Go to http://www.bmc.com/support.

2 In the left pane of the BMC Support Central page, click Downloads and Patches.

3 In the Product Patches area of the Product Downloads, Patches, and Fixes page, click the Patch Download link.

4 On the Login page, enter your login name and password, and click Submit.

5 On the Patch Downloads for BMC Remedy Products page, search for the appropriate patch as follows:

a In the Product list, select AR System.

b In the Version list, select 7.5.

c Click Search.

d In the table at the top of the page, select patch 8.

e Click Download Patch.

6 From the FTP window, copy the appropriate files to your system.

To upgrade by using the patch installer, download and use the compressed installer files that are present in patchDownloadDir/installers.

WARNING If you uncompress ARSuiteKitWindows.zip, ARSuiteKitClientWidnows.zip, or ARSuiteKitDeveloperWindows.zip by using the Extract to here option, all subfolders and files are extracted under the Disk1 folder at the current location. If you run the installer from this folder, the installation process stops responding midway and cannot finish. To avoid this issue, uncompress the file by using the Extract to folder folderName option, and then run the installer from the Disk1 folder within folderName.

To upgrade by using the file replacement method, locate and download the individual files for each feature in the corresponding directories (for example, midtier, server, and so on).

Applying the patch to an earlier installationWhen upgrading to a patch for BMC Remedy AR System 7.5.00, remember the following caveats:

If you previously installed any features by using the original BMC Remedy AR System 7.5.00 installer, the check boxes for these features are automatically selected when you run a patch installer. If you leave the check boxes selected, the features are upgraded to the patch being applied. If you clear the check boxes, the features are not upgraded, but they remain on your computer.


http://www.bmc.com/support

Patch 008

If you install any features by using a patch installer (instead of the release 7.5.00 installer), and then you use that patch installer again to install another feature on the same computer, the check boxes for the previously installed features are selected. These features are not re-installed, but the installer checks for missing files and restores them if necessary.

If you plan to use Microsoft SQL Server authentication for your AR System server installation, make sure that the SQL Server database login password meets your Microsoft Windows password policy requirements.

NOTE For patch 008, all features on the BMC Remedy AR System suite installer screen are designated as updated for patch 008. This patch might not include resolved issues for some features, but their binaries were updated due to dependencies on other features. The time stamps for such binaries differ from those delivered in the previous patch. BMC Remedy Flashboards is such a feature being delivered in patch 008.

To upgrade by using the patch installer

Run the appropriate BMC Remedy AR System installer as described in the BMC Remedy Action Request System 7.5.00: Installation Guide, which is henceforth referred to as the Installation Guide. (For detailed information, see the “Running the installers” and “Installation worksheets” chapters.)

You can update a specific feature or all features with the installer.

NOTE The BMC Remedy AR System suite installer does not accept a fully qualified host name for the BMC Remedy AR System server name alias. Enter only a valid server alias. This was documented as a known issue (SW00321299) in patch 001. However, it is by design, and is not an issue.

TNS_ADMIN check in the suite installer

By default, the Oracle® Database Net Services configuration files are located in the OracleHome\network\admin directory. To change the default location, you can set the TNS_ADMIN environment variable to the appropriate value (for example, OracleBase\OracleHome\test\admin).

The BMC Remedy AR System suite installer accepts the value of the Database Client Home Path field only for UNIX® platform installations. If the installer does not find the tnsnames.ora file in dbClientHomePath\network\admin or in the directory specified in TNS_ADMIN, it prompts you to enter the path in the AR System Server Database Information panel. If you provide a valid path, the installer sets the TNS_ADMIN environment variable in the arsystem.sh script.

NOTE For the BMC Remedy AR System suite installer to consume the tnsnames.ora file, the user who runs the installer must have Read permissions on that file.


Patch 008

To upgrade by using the file replacement method

To upgrade a specific feature by using the file replacement method, see the relevant manual upgrade procedure in this document.

If you use the file replacement method to apply the patch, the following issues occur in the SHARE:Application_Properties form:

The version string is not updated with the patch ID for the BMC Remedy AR System server.

Manually updating the version string might introduce problems or have an adverse effect when you install BMC Remedy IT Service Management (ITSM) applications.

Patch strings are not created or updated for BMC Remedy Approval Server and BMC Remedy Assignment Engine.

To avoid these issues, BMC recommends that you use the appropriate BMC Remedy AR System installer to apply the patch.

BMC Remedy AR System suite installerThis section describes the issues that were resolved in patch 008 and the issues that remain open.

Resolved issueTable 1-1 describes the issue with the BMC Remedy AR System suite installer that was resolved in patch 008.

Table 1-1: Issue resolved in patch 008 for the BMC Remedy AR System 7.5.00 suite installer

Issue ID Description

SW00374607 BMC Remedy AR System installer did not implement the correct web.xml file on Windows if SAP® Crystal Reports® Server XI was found on the same computer.


Patch 008

Known issuesTable 1-2 describes issues with the BMC Remedy AR System suite installer that remain open in patch 008.

Table 1-2: Known issues in the BMC Remedy AR System 7.5.00 patch 008 suite installer (Sheet 1 of 2)


SW00314822SW00317773

If you try to upgrade a BMC Remedy AR System server installation on the IBM® DB2® database with the Overwrite option, the following message appears:You have selected Overwrite, but other users are connected to this database databaseName. To continue the installation, close all connections to this database.

To continue the installation, perform the following tasks:

1 Stop all BMC Remedy AR System services.2 Disconnect users from BMC Remedy AR System database3 Navigate to the previous installation panel, and continue.

SW00315741SW00322969

If you are installing BMC Remedy AR System on a computer that is running the Oracle Solaris operating system and a Sybase database, apply the Sybase database server 15.0.2 patch EBF 15093 ESD#2, or the installation fails.

SW00318648 An attempt to upgrade the BMC Remedy AR System server from version 6.3.00 to 7.5.00 on DB2 might fail if the vendorName column of the schema_vendor table has a width of 255.

Note: See “AR System server” on page 47.

SW00319018 While installing BMC Remedy AR System 7.5.00 patch 001 with IBM Informix®, you might encounter the following error message in the arerror.log file:“Column (%s) not found in any table in the query (or SLV is undefined). (Informix-217)”You can ignore this error because the missing columns are created later in the installation process.

SW00324771 When you upgrade a BMC Remedy AR System server from 7.1.00 patch 006 to 7.5.00 patch 002 on IBM AIX®, the ARERR 8756 error is written to the arerror.log file.You can ignore this error because it does not impact the upgrade and the process completes successfully.

SW00324868 If you install BMC Remedy AR System server 7.5.00 with BMC Remedy Approval Server, BMC Remedy Assignment Engine, and BMC Remedy Email Engine, and then you upgrade these features to 7.5.00 patch 001, the /opt/bmc/ARSystem/AREmail/emaild.sh start line is commented out in the armonitor.conf file.Workaround: Remove the hash mark (#) to uncomment the /opt/bmc/ARSystem/AREmail/emaild.sh start line. Then, restart BMC Remedy AR System or start the email engine manually.

SW00325436 If you upgrade to BMC Remedy AR System 7.5.00 patch 001, the following messages might appear in the arerror.log file:390695 : An error has occurred while loading a plug-in. (ARERR 8756)/usr/ar/headman/bin/libwebservice.sl: Exec format errorYou can safely ignore these messages because the libwebservice.sl plug-in (which the C plug-in server hosts) is replaced by its Oracle Java equivalent later in the installation.The messages do not occur during the subsequent restarts of BMC Remedy AR System, and the functionality is not impacted.


Patch 008

Workaround for upgrade failure on DB2Upgrading the BMC Remedy AR System server on DB2 might fail if you upgraded BMC Remedy AR System from version 6.3.00 to 7.0.01, then upgraded to 7.1.00, and then attempted to upgrade to 7.5.00.

You can fix the problem manually by running the following SQL statements:

Drop index schema_vendor_indalter table schema_vendor add column vendorNametemp varchar(254)REORG TABLE SCHEMA_VENDORupdate schema_vendor set vendorNametemp=substr(vendorName,1,254)alter table schema_vendor drop column vendorNamealter table schema_vendor add column vendorName varchar(254)REORG TABLE schema_vendorupdate schema_vendor set vendorName=vendorNametempalter table schema_vendor alter column vendorName SET NOT NULLALTER TABLE SCHEMA_VENDOR DROP column vendorNametempREORG table schema_vendorCREATE UNIQUE INDEX schema_vendor_ind ON schema_vendor (schemaId) CLUSTER

DB2 might return the following error after running some alter statements:

SQL0668N: Operation not allowed for reason code “7” on table “ROOT.SCHEMA_VENDOR”. SQLSTATE=57016,

Use the REORG table tableName statement to correct this issue. This error might not occur all the time.

SW00341092 The suite installer for BMC Remedy AR System 7.5.00 patch 002 does not recognize an existing BMC Remedy AR System installation on DB2.

Note: This was incorrectly reported as a resolved issue in the BMC Remedy AR System 7.5.00 Patch 004 Technical Bulletin. See “Installation issues on DB2” on page 9.

SW00346594 The Installation Guide does not mention the permissions required for the aradmin user when pre-creating DB2 databases.

Note: See “Corrections in the Installation Guide” on page 10.

SW00353622 When you upgrade from BMC Remedy Mid Tier 7.5.00 patch 003 to patch 004, exceptions are written to the Apache Tomcat logs, which indicate that the existing mid tier cache directories were not deleted.Workaround: Delete the cache folders manually after the upgrade and restart Tomcat.

SW00376291 When you upgrade a BMC Remedy AR System server from 7.0.1 patch 011 to 7.5 patch 008, the upgrade completes with the following message in the arsystem_install_log.txt file:Error encountered while checking for duplicate records in database table user_cacheThis is a known issue with the IBM Informix JDBC, which is described at: http://www-01.ibm.com/support/docview.wss?uid=swg1IC61014&myns=swgimgmt&mynp=OCSSGU8G&mync=R.

Table 1-2: Known issues in the BMC Remedy AR System 7.5.00 patch 008 suite installer (Sheet 2 of 2)



Patch 008

Installation issues on DB2SW00341092 notes the following installation issues on DB2:

DB2 tablespace privileges: It is possible to upgrade BMC Remedy AR System 7.1.00 to 7.5.00 with a remote DB2 installation by migrating the production database instance into a TEST environment without providing the tablespace privileges for the specific BMC Remedy AR System database user.

The BMC Remedy AR System 7.1.00 installer provides tablespace privileges, and expects that the Syscat.tbspaceauth table has specific grantee privileges for the BMC Remedy AR System database user name. No manual steps need to be performed for granting tablespace privileges. However, if the DB2 instance is being migrated to a different computer or environment, you must explicitly provide the tablespace privileges.

The syntax for creating tablespace privileges is as follows:

GRANT USE OF TABLESPACE tableSpaceName TO USER db2UserNameProvidedDuringInstallation “tableSpacesUsedByARSystemServerInstallation”

The BMC Remedy AR System server might not start due to the LD_PRELOAD=/usr/lib/libumem.so environment variable entry in the armonitor.conf file. This entry references 32-bit libraries, and the installer does not add this entry during installation.

BMC Remedy AR System 7.5.00 provides 32-bit and 64-bit programs on all UNIX platforms. The 64-bit programs cannot load 32-bit libraries (and 32-bit programs cannot load 64-bit libraries), so if you use the LD_PRELOAD environment variables to preload libraries, make sure that they are compatible with 32-bit and 64-bit programs.

For example, if in a BMC Remedy AR System server installation on Solaris, the armonitor.conf file contains a line like Environment-variable: LD_PRELOAD=/usr/lib/libumem.so, the BMC Remedy AR System server will not start because it is a 64-bit program and /usr/lib/libumem.so is a 32-bit library.

A simple solution is to remove the directory part of the preload file name:

Environment-variable: LD_PRELOAD=libumem.so

The dynamic linker can find the correct version of the library for both 32-bit and 64-bit programs.

The Solaris and Linux® platforms provide alternative forms:

LD_PRELOAD_32—Affects only 32-bit dynamic linking; if this variable is set, the 32-bit dynamic linker ignores LD_PRELOAD.

LD_PRELOAD_64—Affects only 64-bit linking; if this variable is set, the 64-bit dynamic linker ignores LD_PRELOAD.


Patch 008

Environment variables are inherited from parent processes. Therefore, if the LD_PRELOAD variables are set in the process that starts BMC Remedy AR System (a shell, if you start manually, or a system startup script), these might interfere with the precise operation. As an installation prerequisite, ensure that these variables are either set correctly or not set at all.

Corrections in the Installation GuideAs the last step of pre-creating the necessary DB2 databases, you need to grant the created tablespaces permissions for the aradmin user—for example:

GRANT USE OF TABLESPACE ARSystem TO USER DB2DatabaseUserLoginProvidedDuringARSystemInstallation WITH GRANT OPTIONGRANT USE OF TABLESPACE ARSystem_AR_32KB TO USER DB2DatabaseUserLoginProvidedDuringARSystemInstallation WITH GRANT OPTION

This information will be available in the Installation Guide for the next BMC Remedy AR System release.

BMC Remedy AR System serverThis section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 008.

Resolved issuesTable 1-3 describes issues with the BMC Remedy AR System server that were resolved in patch 008.

Table 1-3: Issues resolved in BMC Remedy AR System server 7.5.00 patch 008 (Sheet 1 of 4)


SW00340119 XML form definition file did not contain the Length-Units tag for character field

SW00340892 The database consistency checker did not provide complete information about the object name and action when the object’s property was corrupted.

SW00343638 When the Match Qualification attribute was specified in a distributed mapping XML file, importing the DSO Mapping using the XML file failed.

SW00352749 Even though an error handling filter was executed while modified data was being saved, the data was saved successfully.

SW00355502 The AR System Current License Usage form did not track the release of a floating license after the license timed out.

SW00360281 In the total count of executed filters also, BMC Remedy AR System server considered the disabled filters and failed qualification filters.

SW00363338 Even when the qualification failed, DSO matched the request IDs and updated the record, instead of creating a new record.

SW00369982 BMC Remedy AR System server did not identify the 400, 800, and 1200 years as leap years and displayed only 28 days for the February month in the calendar.


Patch 008

SW00370869 When you created filters using keywords, such as $SERVER$, $DATE$, and $SCHEMA$ in BMC Remedy Developer Studio, the keywords did not convert into their corresponding values, such as server name, date, and the form name.

SW00372982 An issue with calculating the next valid date and time for the data collection in flashboards resulted in high CPU usage.

SW00373072 After you created a new record, when you opened and modified the status through a workflow SetField action, the value of the Status field did not change.

SW00373470 The plug-in name or alias name was not mentioned in the plug-in timeout messages in the arapi log files.

SW00375191 If you used an external table that had a hyphen (-) in the field names while you were creating a view, the ARERR 552 error occurred during data entry in the table.

SW00375426 BMC Remedy Approval Server terminated when a plug-in (AREA LDAP or ARDBC LDAP) tried to connect to the LDAP server.

SW00375440 All getMultipleXXX Java API calls resulted in the outofmemoryError exception.

SW00376324 BMC Remedy AR System server termination errors appeared in the arerror.log file during SetEntry operation.

SW00377001 When you logged on to BMC Remedy User as a user with a read license and performed any activity, the User log file displayed meaningless characters.

SW00377058 The Image option was not available under the Server Events tab on the Server Information page.

SW00377129SW00377947

In a server group environment, if a server running the escalation operation sent the operation to a higher ranked server, the escalation thread did not properly release the definition cache before the termination.

SW00377504 Web services consumption did not handle responses that contained user name tokens.

SW00379093 BMC Remedy Administrator did not allow you to rename a form and the ARERR 402 error occurred.

SW00379382 On the Oracle database, BMC Remedy AR System server terminated due to stack overflow with filter stacking.

SW00379655SW00378528

Web services was picking the time out value from the Server-Plugin-Default-Timeout option in the ar.conf file, instead of using the time out parameter in the plungsvr_config.xmlfile.

SW00379969 Memory leakage occurred when you retrieved data from a form that had a Computed Group List field (reserved field number 119) on it.

SW00380213 Output Mapping did not work for the Service filter action when the form name to use with the action was determined at run time and stored in a variable.

SW00380643 When you executed the Service active link action on forms, the ARERR 2 error occurred.

SW00381028 When you reopened an Active Link qualification in BMC Remedy Developer Studio, the qualification changed and displayed the field from the primary form instead of the secondaryform.

SW00381265 When the LicenseReport file contained a corrupted host name, the license report and the license count displayed incorrect data.

SW00382372 A delay in API calls resulted in performance problems.

SW00382538 BMC Remedy AR System web services did not log out users and caused memory leakage.




Patch 008

SW00382737 BMC Remedy AR System server did not import individual field definitions, and the ARNOTE 20 error occurred.

SW00384751 The arapi.log file did not display the time stamp correctly.

SW00387015 The execution of the Service actions triggered even those filters that did not have the Execution On condition of the service.

SW00387144 During server startup, if a Java API call was executed, the API did not return.

SW00388088 The arserverd process failed when the qualification was greater than 70000 characters in the Application-Parse-Qual active link.

SW00388537 When you had configured multiple active directories, you could not log on to the BMC Remedy AR System server and the ARERR 93 error occurred.

SW00390838 When you imported data into a server running the Japanese locale, incorrect characters appeared for the ? and ? (01 ward in JIS X 0208) characters.

SW00391153 When you executed an active link having the COLSUM function in a locale that uses comma as a decimal symbol, the ARERR 8735 error occurred.

SW00392025 BMC Remedy AR System server terminated if the XMLSetEntry API call with query returned more than one matching record via the SOAP UI when the set options type attribute was set to setAll.

SW00392339 The license usage report did not count the floating licenses that were in use.

SW00392431 If logging was enabled when BMC Remedy AR System server was running, you could not move, rename, or delete core log files, such as API, Esc, Filter and SQL.

SW00392509 While updating the AR System Current License Usage form, AR System server returned ARNOTE 20 and terminated.

SW00392971 During license timeout, license records were created on the AR System Current License Usage form even when the license tracking was disabled, causing performance issues.

SW00394744 If more than 50 active user threads were holding a cache, the BMC Remedy AR System server failed when the threads began to release the cache.

SW00395854 The audit changes to the attachment fields were not tracked in the Audit form.

SW00396168 Even if you cancelled the previous bulk transaction by using the AR_BULK_ENTRY_ACTION_CANCEL option, the following error occurred:ERROR (9710): Bulk entry transaction already in progress

SW00396894 If a service action was defined in an active link and the schema name contained a non-ASCII character (for example, Japanese character), errors 194 and 402 occurred during data import.

SW00396952 BMC Remedy AR System 7.5 libraries exported the EVP_DecryptInit method, which conflicted with opensssl library.

SW00397135 When the encrypted password field was included in the MergeEntry API call, the API failed.

SW00397783 The ARERR 1904 error occurred when you executed Crystal Report using BMC Remedy User 7.5 Patch 007.

SW00399089 On a Unicode server, the data dictionary menu did not respond when data sources were created in BMC Service Level Management.

SW00399096 BMC Remedy AR System server incorrectly formatted universal addresses, causing the rpcbind process to register port mappings incorrectly.

SW00400704 When the web server was heavily loaded, sometimes the web service returned data for the input mapping instead of the output mapping.




Patch 008

Known issuesTable 1-4 describes issues with the BMC Remedy AR System server that remain open in patch 008.

SW00401728 ARNOTE 20 occurred due to heap corruption or memory overwrite.

SW00405335 When you performed a Save As action on a BMC Remedy ITSM form, such as HPD:HelpDesk, to create a copy of the form, only the core fields were copied to the new form.

SW00409796 You could not trace the status of the long-running escalations in the Thread log and the escalation elapse time in the escalation log files.

SW00410292 BMC Remedy AR System server did not respond when a web service SetEntry call was made with no schema name.

SW00415481 When you performed a search on the Oracle database, BMC Remedy AR System server executed unnecessary SQL statements to get the count of the number of entries that matched the search.



Table 1-4: Known issues in the BMC Remedy AR System 7.5.00 server (Sheet 1 of 2)


None The default user data limit in AIX is inadequate to start the BMC Remedy AR System server.

Note: See “BMC Remedy Approval Server” on page 51.

SW00320549 Due to issues with some versions of Informix, if you enable shadow passwords on UNIX, you might not be able to log on to the Informix server by using dbaccess.For more information about this Informix issue, go to http://www-01.ibm.com/support/advsrch.wss?rs=0&loc=en_US&cm_re=masthead-_-supdl-_-search, and enter a search for “error 952 shadow.”

SW00321513 In a Unicode or non-Unicode BMC Remedy AR System installation with different locales, the BMC Remedy AR System server loads only the views of the current computer locale for all system forms (for example, Business Time forms).Workaround: You can manually load the system form views for different locales by importing them.

SW00321985 When you run the BMC Remedy AR System 7.5.00 suite installer on AIX, the server might not be able to launch and run normally because it cannot allocate enough memory. The server might report malloc errors in the arerror.log file and eventually crash. This failure is due to a data size limitation imposed by AIX.

A hard limit—An absolute maximum; the process cannot exceed it.A soft limit—A limit that can be set lower than its corresponding hard limit; the process can adjust its soft limit to any value up to the hard limit.

AIX systems describe the initial limits in a file called /etc/security/limits. On some systems, the default soft limit values are too low to run BMC Remedy AR System and must be adjusted upward.Workaround: Increase the data size limit in the /etc/security/limits file on the AIX server. BMC recommends allowing arserverd to grow to at least 4 GB. For more information, see your AIX server documentation.


Patch 008

Corrections in the Configuration GuideThe section lists the corrections or updates to the BMC Remedy Action Request System 7.5.00: Configuration Guide (henceforth referred to as the Configuration Guide) to resolve certain documentation issues. These changes will be included in the document for the next BMC Remedy AR System release.

SW00329976 The Configuration Guide incorrectly states that you need to restart the BMC Remedy AR System server to make the development or production cache mode setting take effect.

Note: See “Corrections in the Configuration Guide” on page 14.

SW00334615 In BMC Remedy AR System 7.5.00 for UNIX, arserverd is the only 64-bit binary; the others are 32-bit. Therefore, other binaries might have dependencies on some 32-bit operating system libraries.

SW00344767 Class Manager and Service Catalog are not visible in BMC Atrium CMDB for the Demo user because computed groups do not appear in the Computer Group List.Workaround: (UNIX only) Users need to update any one of the missing groups. An update could be simply adding a space character to a field, to enable the Save button. This action refreshes all the missing groups for the Demo user.

Note: This defect was resolved as SW00337398 for Windows only.

SW00379105 The Form and Application Objects Guide states the following about creating a Search Menu object:“The Value Field menu, which is a Character field, displays only the first 255 bytes of each field value.”This statement is incorrect.The maximum length of this field is 255 bytes, of which one byte is reserved for the terminating NULL (\0) character. Therefore, in case of locales that use single-byte characters, this field displays 254 characters. In case of locales that use multi-byte characters, this field displays the maximum number of characters that fit into 254 bytes. For example, if your locale uses double-byte characters, the View Field menu displays only 127 characters.

SW00397860 The Configuration Guide provides incorrect description for the ARDBC-LDAP-Chase-Referrals option present in the ar.conf file. For the correct information, see “Updated description for ARDBC LDAP referral chasing option” and “New option to control AREA LDAP referral chasing.”

SW00409015 The Configuration Guide provides incorrect description for the Authentication-Chaining-Mode option present in the ar.conf file. For the correct description, see “Updated description for Authentication-Chaining-Mode option”.

Table 1-4: Known issues in the BMC Remedy AR System 7.5.00 server (Sheet 2 of 2)



Patch 008

Updated description for ARDBC LDAP referral chasing option

Following is the correct description for the ARDBC-LDAP-Chase-Referrals option:

New option to control AREA LDAP referral chasing

You can use the following new option in the ar.conf file to disable the referral chasing by LDAP clients. Note that you must manually add the option in the ar.conf file.

Option Description

ARDBC-LDAP-Chase-Referrals

Flag that enables automatic referral chasing by LDAP clients. Values are

T-Referrals are chased. Referral chasing is performed by the active directory serverF-(Default) Referrals are not chased. Referral chasing is performed by the AREALDAP plug-in using the third party LDAP library.

This option is for Microsoft Active Directories only.

Option Description

AREA-LDAP-Disable-Referral

Flag that disables all referral process by AREALDAP plug-in. Values are

T-Referrals are disabled.

Note: This overrides AREA-LDAP-Chase-Referral setting.

F-(Default) Referrals are not disabled.For information about how the referrals are processed, see AREA-LDAP-Chase-Referral.The referral option is for Microsoft Active Directories only. When connecting to a non-Microsoft Active Directory, BMC recommends to disable referral processing.


Patch 008

Updated description for Authentication-Chaining-Mode option

Following is the correct description for the Authentication-Chaining-Mode option:

Incorrect instruction for applying a setting

To resolve SW00329976, the procedure for setting the development mode or production cache mode in the Configuration Guide was corrected. It states that the setting takes effect as soon as you save your change.

Description of object modification parameters

(No issue ID was created to track this correction.) The Configuration Guide did not contain the following information about object modification parameters for version control:

VersionControl-Object-Modification-Log-Mode: Option indicating whether the object modification log is enabled or disabled. When the log is enabled, it records every change to BMC Remedy AR System objects in your system. Values are:

0—(Default) Disabled

10—Enabled

You can also set this option by using the Object Modification Log field on the Version Control tab in the AR System Administration: Server Information form.

Option Description

Authentication-Chaining-Mode

Mode that enables the administrator to use more than one type of authentication on the same system. Values are

0 (Off)—Use the default behavior. Users are authenticated based on the settings of Crossref-Blank-Password and Authenticate-Unregistered-Users.1 (ARS - AREA)—Use internal authentication as the primary method; use external authentication via the AREA plug-in as the secondary method.2 (AREA - ARS)—Use external authentication via the AREA plug-in as the primary method; use internal authentication as the secondary method.3 (ARS - OS- AREA)—If authentication fails in AR System (internal authentication), use the operating system authentication (for example, NT domain authentication). If the operating system fails, try external authentication (AREA).4 (ARS - AREA - OS)—If authentication fails in AR System, try AREA. If AREA fails, try the operating system authentication.

If the value is not 0 and the Crossref-Blank-Password parameter is enabled, users who have a blank password in the User form must provide a valid password (that is, a non- NULL password) during login.Values 3 and 4 provide greater flexibility. For example, your external users might be authenticated with an AREA plug-in, and internal users might be authenticated by the NT domain.


Patch 008

VersionControl-Object-Modification-Log-Save-Definition-Files: Option indicating whether the BMC Remedy AR System server writes a definition file each time an object is created or changed. This option is effective only when the object modification log is enabled. Values are:

0—(Default) No, a definition file is not created.

10—Yes, a definition file is created.

You can also set this option by using the Save Definition Files field on the Version Control tab in the AR System Administration: Server Information form.

VersionControl-Object-Reservation-Mode: Option indicating whether object reservation is enforced or disabled. When object reservation is enforced, users can reserve server objects, and BMC Remedy AR System prevents other users from modifying the reserved objects. Values are:

0—(Default) Disabled

10—Enforced

You can also set this option by using the Object Reservation field on the Version Control tab in the AR System Administration: Server Information form.

Recommendations for the BMC Remedy AR System server on AIXBMC recommends that you set the user data limit to unlimited.

To change the user data limit for the current session, run the following command:

ulimit -d unlimited

To permanently set the user data limit to unlimited, update the appropriate property in the /etc/security/limits file.

For a non-root user, the system administrator needs to set the limit in the /etc/security/limits file for that user.

BMC also recommends that you set the core file size limit to unlimited.

To change the core file size limit, run the following command:

ulimit -c unlimited

To check whether this limit has been set, run the following command:

ulimit -a

NOTE You must make these changes before installing or starting the BMC Remedy AR System server in the same shell.

This information is also captured in the knowledge base article 20018791.


Patch 008

Manually upgrading the BMC Remedy AR System serverIf you do not want to use the suite installer, you can manually upgrade the BMC Remedy AR System server by using the following procedure.


1 Stop the BMC Remedy AR System server.

On Windows, use the Services window from the Control Panel.

On UNIX, use the arsystem stop command.

2 Create a backup copy of the files in your existing installation folders, including arserver.exe (Windows) or arserverd (UNIX), in case you need to restore them later.

For the complete list of updated files, see “Updated files” on page 19.

3 Replace the existing binaries under ARSystemServerInstallDir with the files from patchDownloadDir/server/.

4 Rename the BMC Remedy AR System server binary as follows:

On Windows, rename by using the ren command:

ren srvdb2.exe arserver.exe (DB2)

ren srvmssql.exe arserver.exe (SQL Server)

ren srvoracl.exe arserver.exe (Oracle)

On UNIX, rename by using the mv command:

mv arservdb2 arserverd (DB2)

mv arservinf arserverd (Informix)

mv arservora arserverd (Oracle)

mv arservsyb arserverd (Sybase)

5 Copy the other updated files to the locations of the existing files.

To apply the BMC Remedy AR System server patch manually, you must copy all the files listed in the “Updated files” section for the following reasons:

Because patches are cumulative, this patch includes binaries and libraries from earlier patches that were not modified for this patch.

The BMC Remedy AR System server executable might depend on other binaries listed in the “Updated files” section.

6 (UNIX only) Make sure that the following files have “execute” permissions:

If some of these files do not have “execute” permissions, use the chmod command to add the permissions.

armonitor

arplugin

arservdsd

arsvcdsp

driver

runmacro


Patch 008

7 Start the BMC Remedy AR System server.


On UNIX, use the arsystem start command.

Replacing definition filesIf you install the patch by manually replacing the files on any platform, you must replace any definition files that might have been modified in a patch. If no definition files were modified, you can ignore this procedure.

To import the definition files

1 Save the original defFileName.def file as defFileName.def.old.

For information about the locations of updated definition files, if any, see “Updated files.”

2 Copy the new defFileName.def file from the server\def (FTP location) directory to the respective directories.

3 Open the defFileName.def file in BMC Remedy Developer Studio, and perform the following actions when prompted:

a Select to import all objects.

b Select to replace objects on the server and to display conflict errors.

c Click Import.

Updated filesThe BMC Remedy AR System server files are located in the patchDownloadDir/server/ directory. Table 1-5 lists all the directories and files within that location that are updated for patch 008. You can use this information to upgrade from patch 006 to patch 008 by using the file replacement method.

For a cumulative list of files that were changed between the 7.5.00 release and the latest patch, see “Cumulative lists of updated files” on page 107.

Table 1-5 uses the following variables to represent directories:

locale—represents de, en, es, fr, it, ja, ko, pt_BR, ru, and zh_CN

unixPlatform—represents aix, hpux, hpia64, linux, and solaris

platform— represents windows and all UNIX platforms


Patch 008

Table 1-5: Files updated for BMC Remedy AR System server 7.5.00 patch 008 (Sheet 1 of 5)

Patch directory including updated files Destination directory

All platforms

./platform/server/def/en/serveradmin.def

For Windows:ARSystemServerInstallDir\Arserver\installforms\en\For UNIX:ARSystemServerInstallDir/installforms/en/

Windows

./winnt/bin/srvdb2.exeor./winnt/bin/srvmssql.exeor./winnt/bin/srvoracl.exe

ARSystemServerInstallDir\ arserver.exe

Note: See “Manually upgrading the BMC Remedy AR System server” on page 18.

./winnt/bin/Serverds.exearmonitor.exearsnmpd.exe

ARSystemServerInstallDir\

./winnt/lib/arapi75.dll ARSystemServerInstallDir\andARSystemServerInstallDir\Arserver\api\ lib\andARSystemServerInstallDir\pluginsvr\

./winnt/lib/arutl75.dll ARSystemServerInstallDir\andARSystemServerInstallDir\ardbcldap\andARSystemServerInstallDir\arealdap\andARSystemServerInstallDir\Arserver\api\ lib\andARSystemServerInstallDir\pluginsvr\

./winnt/lib/arapi75.jararxmlutil75.dll

ARSystemServerInstallDir\Arserver\api\ lib\andARSystemServerInstallDir\pluginsvr\

./winnt/lib/ardbcldap.dll ARSystemServerInstallDir\ardbcldap\


Patch 008

./winnt/lib/arealdap.dll ARSystemServerInstallDir\arealdap\andARSystemServerInstallDir\Arserver\api\ area\ldap\winnt\

./winnt/lib/ardbcconf.dllarodbc.dllarcatalog_locale.dll (non-Unicode)arcatalog_locale_W.dll(Unicode)


./winnt/lib/ServerAdmin.dll ARSystemServerInstallDir\andARSystemServerInstallDir\Arserver\ plugins\serveradmin\winnt\

./winnt/lib/arpluginsvr75.jar ARSystemServerInstallDir\pluginsvr\

./winnt/lib/arapiext75.jar ARSystemServerInstallDir\Arserver\api\ lib\

All UNIX platforms (AIX, HP-UX, HP-UX for 64-bit Itanium, Linux, Solaris)

./unixPlatform/db2_db/arservdb2or./unixPlatform/inf_db/arservinfor./unixPlatform/ora_db/arservoraor./unixPlatform/syb_db/arservsyb

Note: Informix and Sybase are not supported on Linux.

ARSystemServerInstallDir/bin/arserverd

Note: See “Manually upgrading the BMC Remedy AR System server.”

./unixPlatform/bin/arservdsdarmonitorarsnmpd

ARSystemServerInstallDir/bin/

./unixPlatform/api/lib/arapi75.jararapiext75.jar

ARSystemServerInstallDir/api/lib/

./unixPlatform/api/lib/arpluginsvr75.jar

ARSystemServerInstallDir/pluginsvr/

./unixPlatform/locale/locale/arsystem.cat

ARSystemServerInstallDir/locale/locale/

./unixPlatform/locale/locale.UTF-8/arsystem.cat

ARSystemServerInstallDir/locale/ locale.UTF-8/




Patch 008

AIX

./aix/bin/libar.alibarxmlutil.alibarxmlutil_aixp64.a


./aix/bin/libar_aixp64.a ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/bin/

./aix/bin/libarcrypto.alibarcrypto_aixp64.a


./aix/plugins/ardbcldap/aix/ardbcldap.a ARSystemServerInstallDir/ardbcldap/

./aix/plugins/arealdap/aix/arealdap.a ARSystemServerInstallDir/arealdap/

./aix/plugins/ardbcconf/aix/ardbcconf.a ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/aix/

./aix/plugins/serveradmin/aix/ServerAdmin.a

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/aix/

HP-UX

./hpux/bin/libar.sllibarxmlutil.sllibarxmlutil_hppa64.sl


./hpux/bin/libar_hppa64.sl ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/bin/

./hpux/bin/libarcrypto.sllibarcrypto_hppa64.sl


./hpux/plugins/ardbcldap/hpux/ardbcldap.sl

ARSystemServerInstallDir/ardbcldap/

./hpux/plugins/arealdap/hpux/arealdap.sl

ARSystemServerInstallDir/arealdap/

./hpux/plugins/ardbcconf/hpux/ardbcconf.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/hpux/




Patch 008

./hpux/plugins/serveradmin/hpux/ServerAdmin.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/hpux/

HP-UX for 64-bit Itanium

./hpia64/bin/libarxmlutil_hpia32.sllibarxmlutil_hpia64.sl


./hpia64/bin/libar_hpia32.sllibar_hpia64.sl

ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/bin/

./hpia64/bin/libarcrypto_hpia32.sllibarcrypto_hpia64.sl


./hpia64/plugins/ardbcldap/hpia32/ardbcldap.sl


./hpia64/plugins/arealdap/hpia32/arealdap.sl


./hpia64/plugins/ardbcconf/hpia32/ardbcconf.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/hpia32/

./hpia64/plugins/serveradmin/hpia32/ServerAdmin_hpia32.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/hpia32/

Linux

./linux/bin/libar.solibarxmlutil.so libarxmlutil_lx64.so


./linux/bin/libar_lx64.so ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/bin/

./linux/bin/libarcrypto.solibarcrypto_lx64.so


./linux/plugins/ardbcldap/linux/ardbcldap.so


./linux/plugins/arealdap/linux/arealdap.so





Patch 008

./linux/plugins/ardbcconf/linux/ardbcconf.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/linux/

./linux/plugins/serveradmin/linux/ServerAdmin.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/linux/

Solaris

./solaris/bin/libar.solibarxmlutil.so libarxmlutil_solsp64.so


./solaris/bin/libar_solsp64 ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/bin/

./solaris/bin/libarcrypto.solibarcrypto_solsp64.so


./solaris/plugins/ardbcldap/solaris/ardbcldap.so


./solaris/plugins/arealdap/solaris/arealdap.so


./solaris/plugins/ardbcconf/solaris/ardbcconf.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/solaris/

./solaris/plugins/serveradmin/solaris/ServerAdmin.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/solaris/




Patch 008

BMC Remedy Approval ServerThis section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 008.

Resolved issuesTable 1-6 describes issues with BMC Remedy Approval Server that were resolved in patch 008.

Known issuesTable 1-7 describes issues with BMC Remedy Approval Server that remain open in patch 008.

Table 1-6: Issues resolved in BMC Remedy Approval Server 7.5.00 patch 008


SW00384491 Memory usage increased when you added an approver and generated a preview.

SW00396665 The change requests opened on BMC Remedy Change Management were automatically moved from the Plan and Schedule stage to the Implementation state without waiting for the approval.

Table 1-7: Known issues in BMC Remedy Approval Server 7.5.00 patch 008


SW00327732 The BMC Remedy Approval Server Guide does not provide complete information about the Reassign and View Details action buttons on Approval Central. For more details see, “Updated description about Reassign and View Details.”

SW00331853 The following note is not mentioned in the BMC Remedy Approval Server Guide.The single process preview parameter —[-o “0”] in the Generate-Multi-Process-Preview command does not work in the preview mode. To use the option successfully, you must start the corresponding approval process.

SW00386924 When you added attachments to a change request, the attachment did not appear on the AP: Show-Detail form in the Approval Central form.To avoid the issue, you must perform the following customizations:1 Add the attachment on the request form (for example, CHG: Infrastructure Change form).2 Create a filter to trigger the New-Details command (not the Add-Sig command).

Note: You must add the attachment on the request form only and you must add it before triggering the New-Details command. The out-of -the-box approval server sample applications do not have this issue because the attachment is already added to the sample request form.


Patch 008

Corrections in the approval server documentationThe section lists the corrections or updates to the BMC Remedy Action Request System 7.5.00: BMC Remedy Approval Server Guide (henceforth referred to as the BMC Remedy Approval Server Guide) to resolve certain documentation issues. These changes will be included in the document for the next BMC Remedy AR System release.

Updated description about Reassign and View Details

The complete and accurate description of the Reassign and View Details action buttons on Approval Central is as follows:

Reassign—Click to reassign the selected requests to another person.

If Can Reassign is set to Yes for the corresponding process, a dialog box prompts you to enter the name of an approver; otherwise, an error is displayed. This dialog box appears only once, which means that all selected requests are assigned to the same person.

View Details—Click to open the AP:Show-Detail form, which displays the details of the highlighted approval request and enables you to take further action.

This command works on only one request at a time. If you select multiple requests and click View Details, the Activity Log is displayed only for the request whose row appears highlighted.

This information will be available in the BMC Remedy Approval Server Guide for the next BMC Remedy AR System release.

Lengths of approver fieldsBy default, approver names are limited to 255 characters and the list of members in an approval server role is limited to 512 characters. During startup, the approval server checks the length of the Approvers field, and enforces this length as the maximum limit for the approver fields listed in Table 1-8.

Table 1-8: Approver fields checked for maximum length at startup

Field ID Field name Form name

12401 Member List AP:Role

13203 Original Approvers AP:SignatureAP:PreviewSignatures

13205 Next Approvers AP:SignatureAP:PreviewSignatures

13207 Approvers AP:SignatureAP:PreviewSignaturesAP:PreviewInfo

14511 GNA Approvers AP:Signature

14512 PGNA Approvers AP:Signature


Patch 008

If the default limits are insufficient, you can manually increase the length of these fields to the maximum limit permitted by the database (VARCHAR limit), as shown in Table 1-9.

As you can see from the limits shown in Table 1-9, increasing the size of the Approvers field is not effective on the Informix and Sybase databases.

Action required to generate correct previewsWhen you are generating approval previews, the absence of the Order field on the Application-Detail two-way join form causes errors in calculating the order of approvers. (SW00331852 and SW00331951 indicated this problem.) To fix this issue, an application developer needs to pull the Order field (ID: 14501) from the AP:Detail form to the two-way join form.

Manually upgrading BMC Remedy Approval ServerIf you do not want to use the suite installer, you can manually upgrade the approval server by using the following procedure.


1 Verify that you have version 7.5.00 of the BMC Remedy AR System server and the approval server installed.

NOTE Use the file replacement method to apply patch 008 only if you have installed version 7.5.00 of the approval server. Otherwise, BMC recommends that you use the patch 008 installer to upgrade to the latest release.

2 Stop the BMC Remedy AR System server.



Table 1-9: VARCHAR limits for special fields on supported databases

Database VARCHAR limit

DB2 4000

Informix 255

Microsoft SQL Server 8000

Note: Even though the VARCHAR limit on the SQL Server is 8000 characters, apchgschema sets the field length to 4000 characters to support Unicode.

Oracle 4000

Sybase 255


Patch 008

3 Create a backup copy of the approval server files in your existing installation folders, in case you need to restore them later.

4 Replace the existing binaries with the files from patchDownloadDir/approval/files/.


Use the binaries from the winnt, aix, hpux, linux, or solaris directory, depending on your platform, to replace the corresponding ones in your approvalServerInstallDir/bin directory.

5 On UNIX, apply the -rwxrwxr-x (or 775) permission to the arapprove.*, arapupgd, and arjoinfix files after replacement.

6 Start the BMC Remedy AR System server.


On UNIX, use the arsystem start command.

7 If the arx and def files were updated, replace them with the corresponding files from patchDownloadDir/approval/files/.


Use BMC Remedy Developer Studio to import the def files.

Use BMC Remedy Data Import to import the arx files.

8 Replace the Approval_0.jar file as follows:

a In a browser or BMC Remedy User, open the Visualizer Module Registration form.

b Search for the record with Approval Server as the Description and 7.5.0 as the API version.

c Replace the JAR file attachment in the record with Approval_0.jar.

d Save the record.

e On UNIX, apply the -rwxrwxr-x (or 775) permission to Approval_0.jar.

Populating full names on the AP:Signature formAs a consequence of fixing defect SW00319057 in patch 001, you must populate full names on the AP:Signature form manually.

To populate full names on the AP:Signature form

Run the approval server upgrade utility offline as follows:

arapupgd -s “serverName” -portnum “portNumber” -u “adminUserName” -p “adminUserPassword” -l “logFileDestinationPath” -o true -f true -i “ARSystemInstallDir”

Table 1-10 describes the input values that are accepted by the parameters of the arapupgd utility.


Patch 008

Adding new fields to the two-way join formIf you are using version 7.1.00 patch 001, 7.0.01 patch 008, or earlier of the approval server, you must perform the following procedure.

To add new fields to the two-way join form

1 In BMC Remedy Developer Studio, open the two-way join form created by using the application form and the AP:Detail form.

For more information about the two-way join form, see the BMC Remedy Approval Server Guide.

2 Drag the NotAddSig field (ID: 14523) from the AP:Detail form to the application-detail two-way join form.

3 Save the two-way join form.

Updated filesThe approval server files are located in the patchDownloadDir/approval/ directory. Table 1-11 lists all the directories and files within that location that are updated for patch 008. You can use this information to upgrade from patch 006 to patch 008 by using the file replacement method.


Table 1-11 uses unixPlatform to represent the aix, hpux, hpia32, linux, and solaris directories.

Table 1-10: Approval server upgrade utility parameters

Parameter Input value

-s Name of the BMC Remedy AR System server.

-portnum If the BMC Remedy AR System server is configured to run on a port, the appropriate port number.

-u The admin user’s login ID.

-p The admin user’s password.

-l Location of the upgrade.log file.

-o Indicates the offline mode. Set to true.

-f The full name parameter. Set to true to populate the full name on the AP:Signature form.

-i The location of the BMC Remedy AR System installation directory (for example, “C:\Program Files\BMC Software\ARSystem”).

Table 1-11: Files updated for BMC Remedy Approval Server 7.5.00 patch 008 (Sheet 1 of 2)


All platforms

./files/def/en/AP%ShowDetail2.def approvalServerInstallDir/templates/en/


Patch 008

BMC Remedy Assignment EnginePatch 008 does not include any resolved issues for the assignment engine, but the binaries were updated due to dependencies on other features. The time stamps for these binaries differ from those delivered in patch 007.

When upgrading to future versions of BMC Remedy AR System applications, you might be required to have the assignment engine on the patch 008 level. To achieve this, include the assignment engine when running the BMC Remedy AR System suite installer for patch 008.

BMC Remedy Data ImportThis section describes the issues that were resolved in patch 008.

Resolved issuesTable 1-12 describes issues with BMC Remedy Data Import that were resolved in patch 008.

Windows

./files/winnt/arapprove.dll approvalServerInstallDir\bin\


./unixPlatform/approval/files/bin/arapprove.a (for AIX)arapprove.sl (for HP-UX and HP-UX for 64-bit Itanium)arapprove.so (for Linux and Solaris)

approvalServerInstallDir/bin/

Table 1-11: Files updated for BMC Remedy Approval Server 7.5.00 patch 008 (Sheet 2 of 2)


Table 1-12: Issues resolved in BMC Remedy Data Import 7.5.00 patch 008 (Sheet 1 of 2)


SW00371612 In the Preferences page, the Last Date Format option was scrambled for the Japanese locale

SW00374144 BMC Remedy Data Import did not correctly handle the \n character that appears between the data. The \n character in the middle of a string or data was identified as a line feed or carriage return character.

SW00382019 The following warning messages appeared when you executed the dataimport.bat file from the command line.log4j:WARN No appenders could be found for logger (com.bmc.arsys.apiext.data).log4j:WARN Please initialize the log4j system properly.

SW00383958 The BMC Remedy Data Import command-line utility failed to import data with manual tab spaces and comma separated data files.


Patch 008

Using BMC Remedy Data Import on UNIXBMC Remedy Data Import is a JAR file that can be used through the command prompt. Make sure the class path environment variable points to the appropriate Java location, and then execute the following command from ARSystemServerInstallDir (for example, /opt/bmc/ARSystem/Arserver/api/lib), where all the necessary JAR files are present:

java -cp arapi75.jar:log4j-1.2.14.jar:arapiext75.jar com.bmc.arsys.apiext.data.DataImport -x serverName -u userName -p password

Use the BMC Remedy Data Import utility as mentioned in the BMC Remedy Action Request System 7.5.00: Integration Guide. (For detailed information, see the “Exporting and importing data and definitions” chapter.)

BMC Remedy Developer StudioThis section describes the issues that were resolved in patch 008.

Resolved issuesTable 1-13 describes issues with BMC Remedy Developer Studio that were resolved in patch 008.

SW00384378 Even when the text in a field exceeded the field size, BMC Remedy Data Import did not truncate the text if a special character, such as umlaut accent mark appeared at the end of the text.

SW00385611 BMC Remedy Data Import generated log files did not contain complete warning information when you imported data from a .csv file.

Table 1-12: Issues resolved in BMC Remedy Data Import 7.5.00 patch 008 (Sheet 2 of 2)


Table 1-13: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 008 (Sheet 1 of 2)


SW00366543 When you were defining an active link, the following keywords did not appear in the Expression Editor:

StatusHistoryTime fields, such as Status History.Assigned.TIMEUser fields, such as Status History.Assigned.USER

SW00368801 When you saved a filter in BMC Remedy Developer Studio, if a field name contained a special character, the notification email displayed the field name instead of the field ID.

SW00377222 The Available Fields section in the Expression Editor window displayed only the Table Fields present on the Display-Only form.

SW00379052 When you created or updated a filter Set Field action by using a web service, BMC Remedy Developer Studio generated wrong target namespace for mappings.


Patch 008

Upgrading tipBefore you begin upgrading BMC Remedy Developer Studio, create a backup copy of the existing com.bmc.arsys.studio.ui.prefs file located in the following directory, in case you need to restore it later:

devStudioWorkspaceDir\.metadata\.plugins\org.eclipse.core.runtime\.settings

You can upgrade BMC Remedy Developer Studio only by using the patch installer. During the installation, select No when prompted to migrate the Admin Tool user preferences.

SW00380395 An error occurred when you changed the permissions for the applications in BMC Remedy Developer Studio.

SW00380771 BMC Remedy Developer Studio allowed the addition of duplicate entries to the Currency field.

SW00380820 The changes made to the table properties of a table (for example, modifying the data source value) were not saved.

SW00381574 BMC Remedy AR System forms failed to render the Java null pointer exception related to TableField.emitOpenMarkup.

SW00381614 In the Chinese locale, the ARERR 313 error occurred when you selected the Recently Closed Requests or Closed Since Last Login options on submitted requests.

SW00383026 When you clicked the server list in the active link, if you had defined a server alias, BMC Remedy Developer Studio was not server independent.

SW00390907 BMC Remedy AR System server did not recognize keywords in the Mapping field on the Filter DSO action.

SW00392046 Fields were not aligned on forms in BMC Remedy Developer Studio.

SW00393575 After you loaded an external WSDL file, the SOAP Header was not displayed in BMC Remedy Developer Studio.

SW00393704 Performance issues occurred when working with Packing lists in BMC Remedy Developer Studio.

SW00401427 BMC Remedy Developer Studio corrupted the web service definitions on selection fields, such as Enum fields. When you added the new selection values, new operations were added to the web service definition.

SW00402121 After you clicked Apply Defaults on the Permissions dialog box, the object’s permissions did not set to their defaults.

SW00406411 The Send To Back and Bring To Front options did not work for panels in BMC Remedy Developer Studio.

SW00409127 The ARERR 9130 error occurred when you triggered a filter that has a Set Field action that called an external web service.

SW00410014 BMC Remedy Developer Studio allowed the Nullable property to be set to False when the MinOccurs property was set to 1 in the field mappings of a web service.

SW00413646 If an external schema used a choice element, BMC Remedy Developer Studio created invalid mapping elements in a web service and the ARERR 8961 occurred.




Patch 008

BMC Remedy Email EngineThis section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 008.

Resolved issuesTable 1-14 describes issues with the email engine that were resolved in patch 008.

Known issuesTable 1-15 describes issues with the email engine that remain open in patch 008.

Table 1-14: Issues resolved in BMC Remedy Email Engine 7.5.00 patch 008


SW00376613 When you clicked Reply to respond a message in which the Display Name field contained the @ character, BMC Remedy Email Engine did not identify the correct email ID in the Reply-To field.

SW00377427 BMC Remedy Email Engine stopped responding while processing an email message.

SW00377799 When BMC Remedy Email Engine could not connect to the mail server, the status for the outgoing mail did not update to Error and the log file size increased rapidly.

SW00381803 Certain email attachment names were not decoded.

SW00382936 BMC Remedy Email Engine received high priority email messages as low priority.

SW00382978 The text in the email message body did not appear in the AR System Email Messages form.

SW00384361 When you sent a message with multiple attachments, the attachment files appeared in a different sequence in the recipient's mail.

SW00399488 Priorities were not the same for email messages with PR_PRIORITY and PR_IMPORTANCE priorities.

Table 1-15: Known issues in BMC Remedy Email Engine 7.5.00 patch 008 (Sheet 1 of 2)


None After upgrading to version 7.5.00 patch 001, the email engine sometimes fails to send outgoing messages.Workaround: Restart the email engine after you upgrade from any earlier version to version 7.5.00 patch 001.

SW00349661 The BMC Remedy Action Request System 7.5.00: BMC Remedy Email Engine Guide (henceforth referred to as the BMC Remedy Email Engine Guide) does not mention the maximum permissible value for the ChunkSize property in the EmailDaemon.properties file.

Note: See “Settings in EmailDaemon.properties” on page 34.

SW00350890 While adding an attachment to an HTML email template, if you provide a value in the Attachment Name field that does not match the actual file name, the attachment does not appear in the email messages based on that template.

SW00354252 The email engine does not work with the PLAIN authentication mode.

Note: This is by design, and is not an issue. See “Support for the PLAIN authentication mode” on page 34.


Patch 008

Corrections in the email engine documentationThis section lists the updates made to the BMC Remedy Email Engine Guide to resolve certain documentation issues. These changes will be included in the documentation for the next BMC Remedy AR System release.

Settings in EmailDaemon.properties

The BMC Remedy Email Engine Guide states the default value of the ChunkSize property, but does not state its maximum limit. The maximum permissible value of com.bmc.arsys.emaildaemon.ChunkSize is 100.

Support for the PLAIN authentication mode

BMC Remedy Email Engine does not support the PLAIN authentication mode with the IMAP protocol; instead, it uses the LOGIN command mechanism to connect to the Microsoft Exchange Server.

Therefore, if Exchange Server uses PLAIN authentication, you need to add the following parameters to the registry for the email engine to work:

mail.imap.auth.login.disable=falsemail.imap.auth.plain.disable=true

If you start the email engine in the debug mode, you need to add the following parameters to the Emailstart.bat (Windows) or emaild.sh (UNIX) file:

-Dmail.imap.auth.login.disable=false-Dmail.imap.auth.plain.disable=true

Using these parameters forces the Exchange Server and the email engine to disable PLAIN authentication and enable the simple LOGIN command mechanism.

SW00363635 The BMC Remedy Email Engine Guide incorrectly describes the Date Received field on the Message Information tab of the AR System Email Messages and AR System Email Error Messages forms.

Note: See “Description of the Date Received field” on page 35.

SW00366262 If you use the com.bmc.arsys.emaildaemon.SMTPTimeout and com.bmc.arsys.emaildaemon.SMTPTimeoutPeriod email engine properties, you might encounter problems with outgoing email messages.After a timed-out connection is restored, messages marked as Error (in the Send Message field) are not sent consistently—some messages are sent successfully, while others are not. This seems to be a Oracle JavaMail issue for which no workaround is available.

To avoid facing this issue, you might want to refrain from using these properties until a solution is made available.

Note: See “Recommendation for using the SMTP timeout properties” on page 35.

SW00366394 The description of the UseNameIfNoEmailAddress in the BMC Remedy Email Engine Guide is insufficient.

Note: See “Description of the UseNameIfNoEmailAddress field” on page 35.

Table 1-15: Known issues in BMC Remedy Email Engine 7.5.00 patch 008 (Sheet 2 of 2)



Patch 008

Description of the Date Received field

The accurate description of the Date Received field is as follows:

The date on which the message was sent; this value is retrieved from the Date header of the incoming message.

Description of the UseNameIfNoEmailAddress field

The complete and accurate description of the UseNameIfNoEmailAddress property in EmailDaemon.properties is as follows:

Specifies whether to retain display names that do not have email addresses associated with them in the To, CC, or BCC fields.

If the setting is true, the display names are not removed from the To, CC, or BCC fields.

If the setting is false, the display names are removed from the To, CC, or BCC fields.

The email engine checks for email addresses associated with display names only on the User form and not on the Exchange Server.

Recommendation for using the SMTP timeout propertiesIf you use the SMTPTimeout and SMTPTimeoutPeriod properties, BMC recommends the following configurations to avoid encountering issue SW00366262:

NOTE These settings can work properly with the maximum permissible number (20) of Sender threads. However, BMC recommends using a value that is optimum for your configuration.

Prerequisite for upgrading the email engineBefore upgrading to an email engine patch version, make sure that you have upgraded to the same version of the BMC Remedy AR System server patch. The BMC Remedy AR System server must be on the same level as that of the email engine to satisfy API dependencies.

Manually upgrading BMC Remedy Email EngineIf you do not want to use the suite installer, you can manually upgrade the email engine by using the following procedure.

Number of messages Value of SMTPTimeoutPeriod

40000 30 seconds

70000 60 seconds

100000 90 seconds


Patch 008


1 Stop the email engine.



2 Save the original copies of the files listed in “Updated files” on page 36, which are located in the email engine installation path.

3 Replace the existing files with the files from patchDownloadDir/email/files.

NOTE If you are upgrading from BMC Remedy AR System 7.5.00 patch 001 to a later patch, you do not need to replace the emaild.sh file. If you are upgrading from BMC Remedy AR System 7.5.00 to patch 001 or later, replace the emaild.sh file and perform the next step.

4 (UNIX only) After copying the emaild.sh file from the patch directory to your email engine installation directory, update it with the following values:

JAVA_DIR=“existingJREInstallDir”InstallPath=“existingEmailEngineInstallDir”LIBVER=75

5 Restart the email engine.


On UNIX, use arsystem start at the command prompt.

Updated filesThe email engine files are located in the patchDownloadDir/email/ directory. Table 1-16 lists all the directories and files within that location that are updated for patch 008. You can use this information to upgrade from patch 006 to patch 008 by using the file replacement method.


Table 1-16 uses the following variables to represent directories:

platform—represents aix, hpux, hpia32, linux, solaris, and winnt


Table 1-16: Files updated for BMC Remedy Email Engine 7.5.00 patch 008 (Sheet 1 of 2)


All platforms

./files/platform/armapi75.jaremaildaemon.jar

emailEngineInstallDir/


Patch 008

Windows

./files/winnt/arapi75.dllarmapi75.dllarutl75.dllarxmlutil75.dll

emailEngineInstallDir\

AIX

./files/aix/libar.alibar_aixp64.alibarxmlutil.alibarxmlutil_aixp64.a


HP-UX

./files/hpux/libar.sllibar_hppa64.sllibarxmlutil.sllibarxmlutil_hppa64.sl



./files/hpia32/libar.sllibar_hpia32.sllibar_hpia64.sllibarxmlutil.sllibarxmlutil_hpia32.sllibarxmlutil_hpia64.sl


Linux

./files/linux/libar.solibar_lx64.solibarxmlutil.solibarxmlutil_lx64.so


Solaris

./files/solaris/libar.solibarxmlutil.solibarxmlutil_solsp64.so


Table 1-16: Files updated for BMC Remedy Email Engine 7.5.00 patch 008 (Sheet 2 of 2)



Patch 008

BMC Remedy FlashboardsThis section describes the issue that was resolved in patch 008.

Resolved issueTable 1-17 describes the issue with the BMC Remedy Flashboards that was resolved in patch 008.

BMC Remedy Mid TierThis section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 008.

Resolved issuesTable 1-18 describes issues with the mid tier that were resolved in patch 008.

Table 1-17: Issue resolved in BMC Remedy Flashboards patch 008


SW00382451 You could not provide time value for the SampleTime field in the flashboards.

Table 1-18: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 008 (Sheet 1 of 2)


SW00360384 The goto loop in an active link caused Oracle JavaScript errors.

SW00373345 If you made definition changes in the BMC Remedy AR System server when BMC Remedy Mid Tier was running, the Sync Cache process failed.

SW00374359 You could not execute a query if the qualification had an Enum field with a custom value greater than 0.

SW00375412 When a number was specified for a goto guide label, an error occurred.

SW00375430 The following error occurred when you refreshed the table field:t.LoadResultsList is null or not an objects

SW00376109 On Mozilla Firefox, the horizontal scrollbars for the tree tables did not work.

SW00376578 For non-integral time zones, the Date/Time fields displayed a time difference of 1 hour when compared to tables and result fields.

SW00376689 The ARERR 302 error occurred when you searched records on a form by using BMC Remedy Mid Tier.

SW00376993 When you modified a change request, the ARWARN 45538 warning message was displayed and then an error message stating that you did not have permission to modify the request appeared.

SW00377124 Even when you had installed and configured Adobe Flash Player, the ARERR 9360 error occurred when you were using BMC Remedy Mid Tier 7.5.00 patch 004.

SW00377219 You could not add an attachment 6k greater than in BMC Remedy Mid Tier and the following error occurred:Failed to add attachment


Patch 008

Known issuesTable 1-19 describes issues with the mid tier that remain open in patch 008.

SW00377899 When you executed a BMC Remedy AR System report for multiple records, it did not display all expected values in the table columns.

SW00380649 When you opened BMC Remedy Change Management console by using Internet Explorer 6 on the Windows XP operating system, the Create, View, and Print options did not appear.

SW00380671 In the BMC Service Request Management home page, the Service Category field displayed an empty list.

SW00386655 Even though the Request ID field was not added to the report definition, it appeared in the reports, causing misalignment in the field values.

SW00389000 The ARERR 9387 error occurred when the Crystal Report contained special characters, such as %, &, and +, or any locale characters, such as in expérimentation, or huîtres.

SW00389036 When the output file for a report was of the CSV type, the My Reports functionality ignored the qualification stored in the AR System Searches Preferences record.

SW00391593 A delay was observed during loading of recently used forms.

SW00392715 A null pointer exception occurred when you attempted to retrieve the attachment data from the cache to store on memory or to move to a disk.

SW00392762 When the Max Entries Returned option was set for the server and the results list chunking was enabled, the 9378 warning message was displayed for each chunk query.

SW00394013 Backchannel requests with the special characters, such as ', <, and > in BMC Remedy Mid Tier caused http error.

SW00395011 The Strstr() function worked differently in earlier versions and in BMC Remedy User.

SW00396346 When you searched records in BMC Remedy Mid Tier, the ARERR 302 error occurred.

SW00398300 When you logged in to both BMC Remedy User and BMC Remedy Mid Tier, BMC Remedy Mid Tier displayed mixed language options, even though you had updated settings in the User Preference form.

SW00403800 The field tool tip interfered during a field selection and the selected field did not display.

SW00410848 BMC Remedy Mid Tier displayed a one-hour time difference between the time of the Work Info and Submit Date fields.

SW00413076 If the number of records in the search result list was greater than 1000, BMC Remedy AR System server terminated when you tried to create BMC Remedy AR System report.



Table 1-19: Known issues in BMC Remedy Mid Tier 7.5.00 (Sheet 1 of 2)


SW00324506 The Create, View, and Print buttons are not visible initially when you open the BMC Remedy Change Management console in Microsoft Internet Explorer 6. However, these buttons appear when you hover the mouse over the appropriate area.

SW00357617 If you have cache items for BMC Remedy AR System servers that are no longer configured (removed from the configuration after some time), you might encounter a problem when attempting to perform a Sync Cache operation. To prevent any problems with Sync Cache after removing a BMC Remedy AR System server from the configuration, you must flush the entire cache.


Patch 008

Upgrading tipWhen using the patch installer to upgrade, before you begin, stop the web server and JSP engine. Then create a backup copy of the existing \WEB-INF\classes\ config.properties file, in case you need to restore it later.

Manually upgrading BMC Remedy Mid TierIf you do not want to use the suite installer, you can manually upgrade the mid tier by using the following procedure.

To upgrade by using the WAR file on Windows or UNIX

1 Create a backup copy of the existing \WEB-INF\classes\config.properties file, in case you need to restore it later.

2 Install the appropriate WAR file.

The updated WAR files are located at patchDownloadDir/midtier/war.

3 During the installation, select to keep the existing configurations if your web server vendor provides this option.

4 Open the new config.properties file deployed from the WAR file and verify that the directory references for various mid tier properties point to where the respective files are deployed by your web server.

If any references are incorrect in the new config.properties file and you need to make manual edits, use your backup \WEB-INF\classes\config.properties file as a reference.

5 Restart the web server.


1 Stop the web server and JSP engine.

2 Back up the mid tier directory in case you need to back out of the patch.

3 Delete the midTierInstallDir/cache directory.

SW00373853 SW00375557

If you use the Sync Cache option introduced in Patch 004 to update the mid tier cache, one or more issues might result and the cache might fail to update completely.As a workaround, BMC recommends that you flush the mid tier cache using the Flush Cache button located on the Cache Settings page in the Mid Tier Configuration Tool instead of using the Sync Cache option.

SW00343877 If you have configured Internet Explorer security settings to disable automatic prompting for file downloads, reports might not run correctly. In this case, the Internet Explorer information bar appears when you click Run. This causes the form to be reloaded and information such as the query and resulting record IDs is lost.Workaround: To resolve this, either turn off this security setting, or use Ctrl+Click when you click the Run button to run a report.

Table 1-19: Known issues in BMC Remedy Mid Tier 7.5.00 (Sheet 2 of 2)



Patch 008

4 Note the permissions (owner, group, and access) on each of the files in the existing mid tier directory before copying the patch files in place.

5 Copy the new updated binaries from files/allplatforms to the midTierInstallDir directory.

For the complete list of updated files, see the “BMC Remedy User” section that follows.

6 Copy the new updated binaries from files/platform to the midTierInstallDir/WEB-INF/lib directory.

7 Set permissions on the newly copied files to match the original file permissions.

8 Start the web server and JSP engine.

Updated filesThe mid tier files are located in the patchDownloadDir/midtier/ directory. Table 1-20 lists the directories and files within that location that are updated for patch 008. You can use this information to upgrade from patch 006 to patch 008 by using the file replacement method.


Table 1-20 on page 41 uses the following variables to represent directories:

browser—represents ie (Internet Explorer), moz (Mozilla Firefox), and saf (Apple Safari)

unixPlatform—represents aix, hpux, linux, and solaris


Table 1-20: Files updated for BMC Remedy Mid Tier 7.5.00 patch 008 (Sheet 1 of 2)


All platforms

./files/allplatforms/resources/browser/javascript/ClientCore.jsClientCoreAcc.jsClientCoreProf.jsClientCoreRTL.js

midTierInstallDir/resources/browser/javascript/

./files/allplatforms/WEB-INF/lib/ARWebReportViewer.jarMidTier.jarConfig.jararapi75.jar

midTierInstallDir/WEB-INF/lib/


Patch 008

BMC Remedy UserThis section describes the issues that were resolved in patch 008 and the issues that remain open.

Resolved issuesTable 1-21 describes issues with BMC Remedy User that were resolved in patch 008.

Windows

./files/winnt/arapi75.dllarutl75.dllarodbc.dllarcatalog_locale.dll (non-Unicode)arcatalog_locale_W.dll(Unicode)

midTierInstallDir\WEB-INF\lib\

All UNIX platforms (AIX, HP-UX for RISC, Linux, Solaris)

./files/unixPlatform/libar.*

Note: The .* extensions are as follows:

.a for AIX

.sl for HP-UX

.so for Linux and Solaris


./files/unixPlatform/locale/C/arsystem.cat

midTierInstallDir/WEB-INF/lib/locale/C/

./files/unixPlatform/locale/pt/arsystem.cat

midTierInstallDir/WEB-INF/lib/locale/pt/


./files/hpia32/libarxmlutil.sllibarxmlutil_hpia32.sl

midTierInstallDir//WEB-INF/lib/

Table 1-20: Files updated for BMC Remedy Mid Tier 7.5.00 patch 008 (Sheet 2 of 2)


Table 1-21: Issues resolved in BMC Remedy User 7.5.00 patch 008 (Sheet 1 of 2)


SW00375066 If a currency field menu display type was set to Listbox, BMC Remedy User failed while accessing the field.

SW00376020 If you had set the Wrap Text property to True for the List view table column in the Japanese locale, the column header was also wrapped along with the column data.

SW00377141 When you opened BMC Service Request Management through BMC Remedy User and pressed the Tab key to navigate on the work order search form, BMC Remedy User terminated.


Patch 008

SW00379375 BMC Remedy User failed when you pressed the following keys on the Japanese keyboard in combination with the Alt key:

KatakanaHiraganaAny Roman Alphabet

SW00381426 After you upgraded BMC Remedy User, a screen flicker problem occurred.

SW00381987 Logging on to the BMC Remedy Change Management console was slow on computers running the Korean locale.

SW00382403 When you logged out from BMC Remedy User after viewing a flashboard, the floating license was not released.

SW00383697 The logo for the menu on the left side of the form did not appear correctly in BMC Remedy User.

SW00385340 The data in the Table Row was not aligned properly.

SW00386793 In BMC Remedy User 7.5.00, active links took longer than normal to respond.

SW00388318 When you generated a report on the Group List field using BMC Remedy User, the group number appeared in the report instead of group names.

SW00389689 When you used a workflow repeatedly to change the Visible property (True or False) for a table column, the column width was narrowed and eventually the column disappeared.

SW00390352 In BMC Remedy AR System server Japanese environment, when you scrolled through the records in the Result list by using the arrow keys, the width of the table columns decreased.

SW00390436 If a decimal field was used as a qualification, the table field did not get refreshed.

SW00394811 When an active link guide was called recursively, BMC Remedy User displayed the following message:Guide is called recursively

SW00396310 If the password contained special characters, such as %, &, and +, BMC Remedy User displayed an exception while rendering flashboards.

SW00397145 BMC Remedy User could not search for records when the RequestID field was greater than 10000000000.

SW00397984 In the French locale, the tooltips did not appear on BMC Remedy User.

SW00398377 You could not insert a user into the dynamic group fields.

SW00400281 When you were creating incidents, BMC Remedy User failed on computers that were running Internet Explorer 7.0.

SW00401104 When you were using Incident Management Console, BMC Remedy User failed with the following error:An unhandled win32 exception occured in aruser.exe[4152]

SW00412306 When you changed the system field attribute size and refreshed the form, BMC Remedy User terminated.

SW00414883 When you provided an incorrect date (for example, 4/a4/2011 10:13:45 AM) in a Date/Time field, a warning message appeared, and the calendar opened in a modeless form. When you closed the form, BMC Remedy User terminated.




Patch 007

Known issuesTable 1-22 describes issues with BMC Remedy User that remain open in patch 008.


AR System suite installer (page 46)

AR System server (page 47)








BMC Remedy Flashboards (flashboards) was last updated in patch 004. To upgrade to its latest version, download patch 004 and install this feature. See “BMC Remedy Flashboards” on page 76.

Product updates in patch 007Patch 007 introduces the following updates to BMC Remedy Mid Tier. SW00370297 was used to track these changes.

Ehcache upgraded to version 2.0.01The Ehcache open-source cache manager has been upgraded to version 2.0.01. The following updates are made in Ehcache 2.0.01:

Ehcache 2.0.01 contains performance improvements and bug fixes, and handles more cache corruption issues.

Ehcache 2.0.01 uses ConcurrentHashMap classes in its implementation to support scalability. It supports high concurrent loads.

Table 1-22: Known issues in BMC Remedy User 7.5.00


None BMC Remedy User is not supported on 64-bit computers. If you attempt to run a search on BMC Remedy User on a 64-bit computer with the Portuguese locale, BMC Remedy User consumes 100 percent of the CPU.

SW00324302 After you change the locale by choosing Tools > Options > Locale, BMC Remedy User 7.5.00 does not display locale-specific templates in the View field.


Patch 007

Ehcache 2.0.01 removes many synchronization blocks in CacheManager, Cache, and MemoryStore, which improves speed when multiple threads are accessing the cache simultaneously.

Ehcache 2.0.01 provides support to newer versions of IBM Websphere® and other application servers.

In Ehcache 2.0.01, the spooling to disk mechanism is made asynchronous and the statistics (for example, hit count and miss count) are disabled to reduce overhead.

In Ehcache 2.0.01, the value for the maxElementsInMemory configuration property has been set to 10000. Earlier, the value for the property was set to Integer.MAX_VALUE that resulted in OutOfMemory errors.

For more information, visit http://ehcache.org.

Updates for file compression, browser cache, and SWF filesThe following updates are made for file compression, browser cache, and SWF files.

The compression of SWF files is disabled because Adobe Flash files are already compressed. CPU cycles were unnecessarily spent in compressing and uncompressing them.

The backchannel HTTP response is now compressed if it exceeds 1 KB, to improve the response time. This compression is enabled by default, but is configurable.

The Progress_NonModal-circle.gif file is now downloaded on the first access and used from the cache thereafter, unless updated.

The background SWF file was downloaded multiple times for forms that used the Gradient effect for panels. Preloading the flash file while logging in and passing the parameters through FlashVars avoids multiple downloads.

NOTE FlashVars works only on Adobe 6.0 or later players.


http://ehcache.org

Patch 007

AR System suite installerThis section describes the issues that were resolved in patch 007 and the issues that remain open.

Resolved issuesTable 1-23 describes issues with the AR System suite installer that were resolved in patch 007.

Table 1-23: Issues resolved in patch 007 for the AR System 7.5.00 suite installer


SW00323625SW00351597

The AR System server installation failed if you enter 0 (zero) in the AR System Server TCP Port Number field on the AR System Portmapper and TCP Port Information panel.

SW00340042 While installing BMC Remedy Mid Tier with Crystal Reports Server XI, if you selected the BMC Remedy Mid Tier and AR Crystal Web Application options, the configuration page for the ARWebReportViewer application was not accessible.

SW00341396 AR System upgrade from version 7.1.00 to 7.5.00 failed on the Sybase 15.0 database due to the reserved keyword Owner in the SQL script.

SW00360304 The AR System Log Zipper utility did not capture information about all the relevant registry keys for the BMC Remedy Mid Tier profile.

SW00362993 During AR System 7.5.00 upgrade, if the computer had less memory size, the Multiple-ARSystem-Servers parameter was appended to the Server-directory parameter in the ar.cfg file. This prevented the dispatcher thread from starting, thereby affecting other services like the approval server and assignment engine.

SW00364890 While installing AR Crystal Web Application on a system with Crystal Reports Server or SAP BusinessObjects XI Server, if you selected the “other” option for web server and JSP engine, the application was not available for use after installation.

SW00368924 If the system base form auditing was enabled and then disabled, BMC Remedy Approval Server 7.5.00 upgrade failed.

SW00371019 The ecache1.2.4.jar legacy file caused problems when you logged in through the mid tier.


Patch 007

AR System serverThis section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 007.

Resolved issuesTable 1-24 describes issues with the AR System server that were resolved in patch 007.

Table 1-24: Issues resolved in AR System server 7.5.00 patch 007 (Sheet 1 of 4)


SW00349565 The following problem occurred when adding a button to a form:If a numeric character was present in a button name, and you created an active link for the button, the button name was replaced with name of a field whose ID matched the number.For example, if the button was named 1.Click, and it was used in the Execution Options of an active link, the name was converted to Request ID.Click when the active link was saved and reopened. Then, BMC Remedy Developer Studio did not allow the active link to be saved because Request ID.Click was not a valid button name.

SW00354435 If a function, such as ROUND or SUBSTR was added in the Transfer panel to create a DSO mapping, a null pointer exception was displayed.

SW00355640 In an active link Push Field action if a table field name contained a period (.), BMC Remedy Developer Studio ignored characters following the period. For example, $TF_ScopeFrom.GenericFormID$ was saved as $TF_ScopeFrom.

SW00355967 A column (ColX) on a form (FormA) was designed to reference a field (FieldX) on another form (FormB). If FormA also contained a local field with the same name (FieldX), ColX incorrectly referred to the local field instead of referring to FieldX on FormB.

SW00356947 For a Notify filter, the AR System server validated the permissions on the Subject and Body fields of the notification email message, but not on the Text field.

SW00357572 The AR System 7.5.00 server was unable to handle fields with the LONG data type. The following error occurred:ARERR [552] Failure during SQL operation to the database : ORA-00904: "C536870915": invalid identifier.

SW00358109 When a record was submitted, a Push Field action on the form passed a NULL value for a Create Date field instead of the correct time stamp to the destination form.

SW00358852 When an SQL statement submitted from the mid tier contained two instances of the same keyword, the second keyword was not resolved. Therefore, the menu from which the SQL statement was triggered appeared empty.

SW00359067 When a Notify filter sent an email message that contained an attachment with the percent character (%) in the file name, the AR System server failed to respond.

SW00359419 When you opened AR System Administration Console after restarting an AR System server in a server group environment, the following error occurred:The specified Plugin does not exist. (ARERR 8755)

SW00359609 When you used a custom text reader to read data from Character, Diary, or Attachment fields in a Unicode database, AR System server encountered an error in FTS.

SW00359688 When using BMC Remedy Mid Tier, if you provided the AR System server name in uppercase in the URL, the data could not be populated in the menu fields.


Patch 007

SW00359869 If you performed a search for a Currency field on a Join form with an FTS user license, the AR System server returned the ARERR 314 error and the operation failed.

SW00360813 When you renamed the following AR System server objects related to fields, names of the corresponding object relationships were not updated:

Active link guidesFilter guidesApplicationsPacking listsWeb servicesMenus

As a result, the Relationships view in BMC Remedy Developer Studio displayed the old names.

SW00361082 If many permission groups were involved, field permission checking for GLE calls was slow on Solaris servers.

SW00361176 When the mid tier issued the EXEC API command to open an escalation, arserverd stopped responding.

SW00361617 When you set the AR System server locale to German, the Actual Start Date for an event was set to 01/01/1979 instead of the date when the event was created.

SW00361739 The Permissions property for a field on the Archive and Audit forms was disabled, so developers could not change permissions for those forms in BMC Remedy Developer Studio.

Note: If you apply patch 007 by using the file replacement method, to implement this fix, make sure that you perform the following actions:

Use the updated arserver.exe (Windows), arserverd (UNIX), and arapi.jar files.Apply patch 007 for BMC Remedy Developer Studio.

SW00362626 If a warning was encountered during filter processing, the Audit action was not completed. This behavior was incorrect because Audit actions are expected to complete in case of warnings and not in case of errors.

SW00363253 In a server group, FTS state signaling between servers failed with the ARERR 8718 error because an arsignal command line argument was not enclosed in quotes.

SW00363349 BMC Remedy Email Engine was not able to retrieve data from the AR System server to send messages.

SW00363833 In a server group environment, multiple instances of BMC Remedy Email Engine were not supported on a single AR System server.

SW00364443 The ARGetListEntryWithField API call did not return the correct number of matching records on an Oracle database.

SW00364656 In a server group, a server would transfer pending full text indexing tasks from a delinquent server to itself even when full text indexing was disabled.

SW00364659 A Java API attachment caused a JDK deflator leak in the JNI native space.

SW00364913 When using AREA in the Java plug-in server, the AR System server issued incorrect license types to users.

SW00364988 The SQL0423N and SQL1585N DB2 errors were issued when the ARGetOneEntryWithFields API call was executed on a form that had a Display-Only attachment field, more than 500 fields, or both.




Patch 007

SW00365241 If the Set Fields action with User access was triggered from a Service action, when the request ID was not mapped or NULL, the Service action failed.

SW00365319 When loading a Web Service Definition Language (WSDL) in BMC Remedy Developer Studio on a computer without a network connection, the ARERR 7012 error occurred.

SW00365425 If you provided an excessively long Qualification value, the AR System server stopped responding. Also, if you entered an SQL command exceeding the built-in 50000-byte limit, the AR System server reported the ARERR 553 error.

SW00365435 When dynamic joins of vendor forms were used, each arserver.exe file handle consumed about 24 KB of memory.

SW00365437 When a database server in an Oracle RAC configuration failed, the AR System server stopped responding.

SW00366020 The Java plug-in server occasionally passed the wrong server name to plug-ins.

SW00366646 The Delete operation ignored an audit qualification that was defined to restrict a record from being created in an AR System Audit form.

SW00366670 Creating an entry on a published complex web service might have caused the AR System server to stop responding when the logging was turned on.

SW00367049 When the NOT LIKE operator was used to perform a search on a Vendor form, the following error message occurred, even though matching records existed:ARWARN 1200 : No matching requests

SW00367325 When AR System clients reused the same control structure to make simultaneous API calls, intermittent authentication errors occurred in the BMC Atrium Reconciliation Engine and BMC Atrium Integration Engine.

SW00367441 Although a DSO transfer was completed successfully, the DSO server stopped responding after receiving a SIGPIPE signal.

SW00367554 Although the DSO server was working properly, the GetThreadPendingList error was reported in the DSO log.

SW00367916 When you upgraded to Oracle Java Development Kit (Oracle JDK) 1.6_20, BMC Remedy Mid Tier 7.5.00 was unable to cache forms and the following error occurred:RuntimeExceptionjava.lang.UnsupportedOperationException

SW00368514 A web service failed to retrieve attachments from the secondary form of a join form.

SW00368605 Even though the upgrade version in the .def file did not match the patch level of arserverd, the AR System server imported .def files from the systemforms directory.

SW00369186 When the CreateEntry API call was made while consuming a webservice, the AR System server stopped responding.

SW00369317 When accessing the Intelligent Incident Setup page in BMC Service Impact Manager, the plug-in server stopped responding.

SW00369618 A memory leak occurred in the ARGetMultipleActiveLinks API call, which only affected active links with macro parameters.

SW00369862 The timeout period for outgoing web services calls was not configurable.




Patch 007

SW00369891 Even though a line feed or carriage return character was not defined, a Run If filter qualification incorrectly detected that it was present, and executed the associated filter action.

Note: This issue is fixed in the AR System server 7.5.00 patch 007. Now, special characters like \n, \r, \t, and the space character are retained in the Run If qualifications of workflow.

In out-of-the-box BMC Remedy ITSM, BMC Service Level Management, and BMC Service Request Management applications, set ‘fieldName’ != “ ” to ‘fieldName’ != “” in the following filters after you upgrade to AR System:SHR:ATR:SetErrorMessage_013_LoopSHR:SHR:SetErrorMessage_013_LoopCTM:CPP:UpdateGroupList_Add4CTM:CPP:UpdateGroupListOther_Add4CTM:PPG:UpdateGroupList_196_Add4AST:ARD:NewApprovalNotification-ParseApprovers-ProcessMoreCHG:CSG:NewApprovalNotification-ParseApprovers-ProcessMoreRMS:RMA:NewApprovalNotification-ParseApprovers-ProcessMoreSLM:CollectionNodeTypeProperties:SetNULLIFSpaceSRM:REQ:NotifyApprover_899_ParseApprovers-NextLoginENT:PPG:UpdateGroupList_196_Add4

In your custom workflow, look for special characters like \n, \r, \t, and the space character in the Run If qualifications, and suitably modify them if similar logic has been used.

SW00370990 When you defined a distributed mapping in BMC Remedy Developer Studio, custom mapping on the Status History field was not saved.

SW00371737 If you set the Client-Side Logging Group field to Public in the Log Files tab of the AR System Server Information form, users having Public permissions were able to generate the filter, API, or database logs.

SW00372602 Even though you specified the appropriate JAR file names in the <pluginset><pathelement> tags in the pluginsvr_config.xml file, plug-ins could not share classes or libraries with each other.

SW00373729 When users modified the value in a field on which they did not have the necessary permissions, the AR System server did not display ARWARN 60.

SW00373853 The administrative AR System server in a server group did not propagate the server objects’ time stamps (which follow) to other AR System servers on which administrative operations were disabled:

Last changedLast createdLast deleted

As a result, the Sync Cache process in BMC Remedy Mid Tier failed.

SW00374076 If you defined a DSO mapping on some forms, the AR System server incorrectly excluded those forms from user license requirements.

SW00375205 When you performed a search with the FTS option ON, a memory leak occurred in the AR System server.




Patch 007

BMC Remedy Approval ServerThis section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 007.

Resolved issuesTable 1-25 describes issues with the approval server that were resolved in patch 007.


When upgrading to future versions of AR System applications, you might be required to have the assignment engine on the patch 007 level. To achieve this, include the assignment engine when running the AR System suite installer for patch 007.



SW00361667 The flowchart views for approval requests were not visible in clients for locales that were not supported in AR System.

SW00363525 The Due-Soon Interval setting did not reflect correctly on Approval Central.

SW00364898 An approval server instance on Solaris caused the arplugin module ARSYS.ARDBC.PREVIEW to terminate, thereby causing the AR System server to stop responding.

SW00368539 If the Self Approval rule was associated with a process, the flowchart view for a request of that process type was not rendered.


Patch 007

BMC Remedy Data ImportThis section describes the issues that were resolved in patch 007.

Resolved issuesTable 1-26 describes issues with BMC Remedy Data Import that were resolved in patch 007.

BMC Remedy Developer StudioThis section describes the issues that were resolved in patch 007.

Resolved issuesTable 1-27 describes issues with BMC Remedy Developer Studio that were resolved in patch 007.

Table 1-26: Issues resolved in BMC Remedy Data Import 7.5.00 patch 007


SW00361546 BMC Remedy Data Import was not able to import large decimal values (for example, numbers near the boundary values -99999999999999999999999999.99 and 99999999999999999999999999.99).

SW00361855 The Long Date Sample field on the Preferences dialog box displayed an integer value of the current date instead of the weekday for the dddd string.

SW00363372 BMC Remedy Data Import did not recognize the field separator specified with the tab delimiter (\t).

SW00363417 While creating a new field mapping, BMC Remedy Data Import did not read the Long Date Format setting in the Preferences dialog box and also ignored its value when a saved mapping file was loaded. Therefore, users were forced to set the long date format for each new import session.

SW00366063 If you used auto mapping and then edited a field mapping to specify a keyword as its value, the changes you made were not saved properly.

SW00366961 When a new .csv or .ascii data source file was imported in an existing session, the record count displayed was incorrect because BMC Remedy Data Import did not refresh the record counter.

SW00368809 If a Diary field contained the \r\n character, BMC Remedy Data Import imported it as text instead of recognizing it as the carriage return character and treating it accordingly.

SW00370003 If a field value contained a date that was close to the end of the current century (for example, 2099), BMC Remedy Data Import recorded an “Invalid Date/Time format” error in the import log and did not import the corresponding record.

SW00373384 While importing a B.C.E date into the Date field, BMC Remedy Data Import returned the “Invalid Date/Time format” error.



SW00353629 After deleting a menu from a field on the base form, the menu box space remained undeleted on the join form fields.


Patch 007

BMC Remedy Email EngineThis section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 007.

Resolved issuesTable 1-28 describes issues with the email engine that were resolved in patch 007.

SW00359661 When you saved the form after deleting the existing value for the Audit Qualification property on the Form Properties dialog box, the value remained undeleted.

SW00361188 In the DefinitionImport.bat file of BMC Remedy Developer Studio, the -expapp option was available instead of the -impapp option.

SW00362135 The following exception was displayed while opening a view: java.lang.ClassCastException: com.bmc.arsys.api.RegularFieldMapping cannot be cast to com.bmc.arsys.api.ViewFieldMapping

SW00363744 When you attempted to add attachment fields in a view, the Create/Select Attachment Pool dialog box did not appear. Therefore, you could not specify whether to add the selected fields to an existing attachment pool or to a new one. So, even though you specified the attachment fields in the Add/Remove Fields in View dialog box, they were not added in the view.

SW00364467 If you used BMC Remedy Developer Studio 7.5 to create a Flashboard Alarm, the alarm was not generated from the Flashboard server.

SW00364661 The web services that contained old values did not open.

SW00364664 If you used the user interface to update an element, the mapping element was not updated accordingly.

SW00365387 When you saved the HPD:Incident Management Console form, BMC Remedy Developer Studio displayed the following error: Panel Field ‘z2PL_FBNav_KPI’ has an initial size greater than the maximum size.

SW00365868 BMC Remedy Developer Studio did not allow you forms that had an unlabeled view.

SW00370654 The Operation field was not getting populated because WSDL was not getting loaded properly.

SW00372028 BMC Remedy Developer Studio did not enable the Login button after loading WSDL.





SW00362701 While processing an incoming message, the email engine encountered a null pointer exception.

SW00366707 While processing an incoming message with an attachment, the email engine scrambled the attachment name.

SW00370217 While parsing user-defined instructions in an incoming message, the email engine was unable to parse some keywords.


Patch 007

BMC Remedy Mid TierThis section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 007.

Resolved issuesTable 1-29 describes issues with the mid tier that were resolved in patch 007.

Table 1-29: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 007


SW00360627 BMC Remedy Mid Tier did not honor the Go To action in an active link guide.

SW00361149 BMC Remedy Mid Tier sporadically encountered null pointer exceptions when logging an Internal category log.

SW00361383 If the open URL command contained more than one field for substitution and one of those fields appeared at the end of the URL, the fields for PERFORM-ACTION-OPEN-URL were not substituted correctly.

SW00363355 A record opened on the BMC Remedy Change Management console appeared corrupted when viewed in the Brazilian Portuguese (pt_BR) locale.

SW00363369 If you logged in with your AR System login name and performed a search with the ‘Submitter’ = $USER$ criteria, BMC Remedy Mid Tier encountered a JavaScript exception.

SW00365811 When you triggered the generation of two Crystal Reports simultaneously (in different browser sessions), they appeared to be executing in serial and not in parallel—the second report could not finish until the first report finished.

SW00367041 A race condition in Apache Tomcat 5.5.28 prevented proper handling of HTTP resource requests from the SRMSServiceRequestBrowser DVM plug-in. Instead of returning the contents of PluginSupport.js, the following error was displayed:Session is invalid (ARERR 9201)

SW00368825 If you selected some records in a result list in BMC Remedy Mid Tier and generated an AR System report, the sort order of the report template was not applied. The order in which the records were displayed in the result list was applied instead.

SW00372879 Consider that the word “ ROOT ” (all uppercase and surrounded by space characters) appeared in a Character or Diary field in a record. If an AR System web service operation (for example, OpGetResponse) was called to return that record, the word “ROOT” was replaced with the name of the operation.

SW00373200 When you closed an AR System window in Mozilla Firefox, the underlying form was opened in the incorrect mode (for example, the Modify mode instead of the Search mode).

SW00373228 The default value (10) of the maxConnections parameter for the 7.0.01 Java API-based plug-ins was insufficient. The connection threads waited for one of the 10 pooling proxy connections to be available and caused the mid tier to stop responding.

SW00374054 Logs generated from the ServerSync marking methods did not have proper date values. The AR System API returned date values in seconds and the mid tier passed these values to the log without converting them into the date and time format.

SW00375143 When using dynamic menus, users randomly encountered the ARERR 9372 (Bad Menu) error.


Patch 007

BMC Remedy UserThis section describes the issues that were resolved in patch 007 and the issues that remain open.

Resolved issuesTable 1-30 describes issues with BMC Remedy User that were resolved in patch 007.

Table 1-30: Issues resolved in BMC Remedy User 7.5.00 patch 007


SW00340359 BMC Remedy User did not display graphics, such as the header image and the process flow status bar in the BMC Remedy ITSM applications and on BMC Atrium screens.

SW00376602 When you pasted text into a Character field in BMC Remedy User, even though the field length was sufficient, the last character was not copied. For example, if you pasted 10 characters in a Character field with a length of 10 characters, only 9 characters were copied.

SW00361192 When a user pasted some English (single-byte) characters in a text field and then cleared the text field and pasted some Japanese (double-byte) characters, some English characters were appended to the Japanese characters.

SW00366989 While saving a modified record in BMC Remedy User 7.5.00 patch 004, a recursive call was sent to a guide that used the PERFORM-ACTION-APPLY run process command. This resulted in unsaved data in the database.

SW00367537 Users were unable to open menus from the character fields with the Drop-Down List display type by using the keyboard.

SW00368221 When users set the value of a field to the $ SERVERTIMESTAMP $ keyword, the keyword did not expand as appropriate.

SW00368694 BMC Remedy User did not conceal or encrypt the username and password information when retrieving flashboards data.

SW00370002 When a form was displayed in the Modify or Display mode, the input focus (the mouse cursor displayed when awaiting text input) was not set to a field in the Details pane.

SW00370015 The artask shortcut did not open the BMC Remedy User window according to the WIN-POSITION setting in the ar.ini file.

SW00372212 When you performed a search on a form, the results varied, as follows:If you specified advanced search criteria and ran the search, BMC Remedy User generated the correct set of results.If you specified the same advanced search criteria and generated a report without running the search, no results were included in the report.

This issue occurred because the reporting mechanism did not take the advanced search criteria into consideration.

SW00372303 When opening a flashboard, BMC Remedy User sent the username and password as part of the URL (GET method), instead of sending them as part of the data portion (POST method) of the mid tier request URL.

SW00374615 When you clicked a Tree control, a false message was displayed stating that a guide was called recursively.


Patch 006











BMC Remedy Flashboards (flashboards) was last updated in patch 004. To upgrade to its latest version, download patch 004 and install this feature. See “BMC Remedy Flashboards” on page 76.

Product update in patch 006During an AR System installation, the Log Zipper utility writes the log entries for each feature in a .zip file. Log Zipper is used extensively by BMC Support teams to collect the logs from a customer’s installation, and it was updated to gather information about the mid tier configuration files (for example, the config.properties file). SW00360817 was used to track this update.

AR System suite installerTable 1-31 describes issues with the AR System suite installer that were resolved in patch 006.

Table 1-31: Issues resolved in patch 006 for the AR System 7.5.00 suite installer (Sheet 1 of 3)


None When running the AR System suite installer, you might have encountered the following security warning:The publisher could not be verified.This issue occurred if your operating system did not have the latest updates for root certificates.

SW00324294 The AR System suite installer did not clean the resource_cache folder within the home directory after every installation or upgrade of BMC Remedy User.

Note: This issue was resolved in patch 002, but was not mentioned in the BMC Remedy AR System 7.5.00 Patch 002 Technical Bulletin.


Patch 006

SW00324660 If you install or upgrade AR System 7.5.00 patch 001 on the IBM Informix database with Unicode, the BMC header image object is not installed, and you cannot manipulate images in BMC Remedy Developer Studio.The following messages might appear in the arerror.log file after the installation:An illegal character has been found in the statement. (Informix -202)Failure during SQL operation to the database : An illegal character has been found in the statement. (Informix -202) (ARERR 552)Problem encountered during creation of one of the server system forms (ARERR 9075)


SW00325279 If you installed, upgraded, or overwrote AR System on the Oracle Solaris or IBM AIX platform with Informix, Unicode (UTF-8) installations were not supported.


SW00327298 If you set the temporary tablespace TEMP as the default tablespace for ARADMIN, the AR System server installation with pre-created objects failed.

SW00328008 The Sybase database panels in the AR System suite installer did not clearly describe the required input.

Note: See “Updated labels on the AR System suite installer panel.”

SW00331250 If the LANG environment variable was set to EN_US.UTF-8, the UTF-8 AR System server failed to install with Informix on AIX during the first server startup with the following error:Fetch attempted on unopen cursor.(Informix -400)

SW00351475 When upgrading (and sometimes freshly installing) BMC Atrium CMDB alongside AR System 7.5.00 with BMC Remedy Mid Tier (mid tier), initialization problems occurred sporadically with the Normalization Engine plug-in. These were caused by the AR System installer pre-pending the mid tier library path to the PATH environment variable when installing the mid tier.

SW00353778 If table, column, or index names contained special characters (for example, test$Table$0) in Oracle, the AR System installer failed to upgrade from version 6.3.00 to 7.5.00.

SW00354263 If audit was enabled for the form, the alter table operation for Business Segment–Entity Association failed during an upgrade.

SW00356955 If you try to install the AR System server on Sybase 15.0.2/ EBF 14328, the installation might fail and the following error message might be displayed:Failure during SQL operation to the database : Incorrect syntax near the keyword 'path'For troubleshooting information, see Sybase error 156 in your Sybase documentation and the ARERR 552 error in the BMC Remedy Action Request System 7.5.00: Error Messages Guide.

Note: This problem was mentioned as a known issue (SW00337497) in patch 001. It was resolved in patch 004, but was not mentioned in the BMC Remedy AR System 7.5.00 Patch 004 Technical Bulletin.




Patch 006

Updated labels on the AR System suite installer panelTo clearly state the input required on the Sybase database panels during an AR System server installation, the following labels were changed:

This change will be reflected in the Sybase database panels installation worksheet in the Installation Guide for the next AR System release.

AR System serverTable 1-32 describes issues with the AR System server that were resolved in patch 006.

SW00359911 When performing a custom installation, if you selected all AR System clients except BMC Remedy Mid Tier, the following exception was written to the installation log:ERROR_CREATING_INSTALLATION_PANEL_DELEGATE

SW00360970 The AR System installer for HP-UX Itanium did not install the correct JVM.



Old label New label

Datafile Name Data File Name with Path

Logfile Name Log File Name with Path



SW00323928 A delay occurred in the creation of approval server signatures on Sybase because the plug-in server stopped responding to signals after the AR System server was restarted by a filter action.

SW00325184 The LogFiles.txt file was created in ARSystemServerInstallDir/bin instead of ARSystemServerInstallDir/db, which is its correct location.

SW00325990 An upgrade from BMC Atrium CMDB 2.1 to version 7.6.00 with all languages on Solaris failed because the delete schema field (DSF) API deleted the wrong fields from the join form.

SW00326642 The ARSetSchema API call was not backward compatible with version 7.1.00 of the AR System server.


SW00333468 When creating an entry on the self join form whose base form contained a Character field with the $MENU$ pattern, the following error occurred:ARERR [306] Value does not fall within the limits specified for the field : (Pattern - $MENU$)

SW00335048 The ARERR 5058 error occurred while saving the search type of a menu in BMC Remedy Developer Studio.

SW00336989 An advanced search for the Currency field with an empty string failed.

SW00337358 If the Report form definition attachment was not present when the entry was retrieved, the Report Creator plug-in stopped responding sometimes.


Patch 006

SW00339088 AR System reports could not be generated from the mid tier.

SW00345485 Installing AR System with a Sybase ASE database was not possible on UNIX because the 64-bit Sybase 12.5.3 client version was no longer supported.The AR System installer no longer depends on ASE folders to be available. You can successfully install AR System with any Sybase 12.5.1 open client.

SW00345729 When consuming a web service, the mid tier sent over in the SOAP document the elements that were not mapped and had minOccurs = 0.

SW00347847 When consuming a web service with a parent-child relationship, the mid tier encountered the following error:Filter does not exist on server : arserverfilter.

SW00348430 If a field name contained the less than (<) or greater than (>) symbol, the corresponding View form could not be created.

SW00348738 When the Ignore Excess Groups option was disabled, AREA authenticated users that did not belong to any group could log on to the AR System server.

SW00349315 The AR System server process terminated when you used BMC Remedy Migrator 7.5.00 to migrate a specific customer form to an AR System 7.1.00 server.

SW00349539 Some Authentication chaining modes did not allow BMC Remedy User details to be used when the user was authenticated using AREA.

SW00350094 Qualifications with arithmetic operators were not formatted properly.

SW00350330 When ARAPILOGGING was enabled for the mid tier, all connections were consumed after an improper login attempt.

SW00351600 The AR System server stopped responding when a filter used converted values in a Set Field action.

SW00351662 After upgrading to AR System server 7.5.00 patch 003, the patch string for the SHARE:Application_Properties form still contained patch 001.

SW00351926 The AR System server stopped responding when processing a web service that had an output mapping with a child schema.

SW00352106 A null pointer exception occurred during the execution of the getlistfilterobjects API call.

SW00352176 If the AREA plug-in failed to respond when a user attempted to log on, the ARERR 565 error occurred.

SW00352611 If you configured DB2 to use preload threads, the number of connections to the database from the arserverd process increased unexpectedly.

SW00352687 When deleting the associated schema, the AR System server did not check for the reservation of Guides or Packing Lists.

SW00352802 When building a userList to send notifications, the AR System server program terminated.

SW00353120 When large queries (returning more 2000 records) were run via the web services Get List call, with more than two users coming in around the same time, the calls timed out and sometimes the AR System server stopped responding.The fix prevents the AR System server from not responding.

SW00353352 An AR System administrator did not have any control over server group signaling.

SW00353371 The qualification parser returned the ARERR 313 error for a qualification that contained a date field with an arithmetic operation.




Patch 006

SW00353548 If a qualifier was entered in the Advanced Query bar to compare a Character field with a Currency field, the AR System server stopped responding.

SW00353874 When an active link qualification contained the value -1, the mid tier could not display the corresponding form.

SW00353901 The field name was used instead of a field ID value in a $PROCESS$ command.

SW00354053 When you ran a reconciliation engine job in BMC Atrium CMDB, arrecond was aborted at the AR System client RPC call slnetdir_getbyname().

SW00354146 Currency conversion was inaccurate because the CURRCONVERT function referred to the latest currency ratios from the AR System Currency Ratios form instead of referring to the appropriate currency ratio value.

SW00354399 Upon running RecursiveQueryIn or RecursiveQueryNotIn on a form, the AR System server returned an SQL error instead of an AR System error.

SW00355519 In a web service that had three levels, if any two of the grandchildren had the same distinguishing key, the following error was displayed:One or more entries match filter conditions--this operation has been defined so that any matches generate an error. (ARERR 8029)

SW00356393 If you created an entry with an attachment on one base form and another without an attachment on a different base form with the same request ID, the attachments could not be opened from the derived Join form.This is as designed—when you create an entry without an attachment on a base form, that entry is not inserted in the attachment table (BschemaID).

SW00357095 When in the production cache mode, the AR System server did not create a private copy of the definition cache for the ARCreateMultipleFields and ARSetMultipleFields API calls.

SW00357422 When the message length was more than 255 characters, using the Localized-Server: T option and custom error messages in AR System Messages Catalog caused the AR System server to stop responding.

SW00358454 When running a BMC Atrium Normalization Engine operation, the Java plug-in server encountered an exception.

SW00358692 When a qualification contained more than one conditional operator, multiple parentheses were introduced, which made the qualification unreadable.

SW00359917 When you upgraded BMC Atrium CMDB 2.1 to BMC Atrium CMDB 7.6 patch 004 with the Product Catalog, the AR System server timed out. This issue occurred because the AR System server did not safely handle the bad metadata in the database.

SW00361479 When you specified negative values in the search criteria, the Advanced Search operation failed.

SW00362061 When thousands of XMLGE calls failed and the ARERR 302 error was encountered, memory leaks occurred in the arserverd process.

SW00362062 When you attempted to open a customized escalation for editing, the arserverd process stopped responding.

SW00365563 When using many fields with different permissions in a query, non-administrator users encountered the following error:[ARERR 553] Operation requested is too large for a single SQL command




Patch 006

Licensing and audit issueThe license audits implemented in version 7.1.00 of the AR System server were difficult to use in a server group environment. The implementation was as follows:

Each server in the group maintained a separate audit data file that contained only its own data.

Audits were run upon startup and every 45 minutes thereafter. Therefore, the server audits were not synchronized, which caused some minor discrepancies in license totals between servers.

To calculate the total number of licenses being used, the license audit was retrieved from each member of the server group and the license counts were added manually. The lack of synchronization between individual servers made the totals inconsistent.

To address these problems, the following changes were introduced in patch 004 of the AR System 7.5.00 release:

Each server scans the entire group for license counts, so that a single report from any group member contains the full set of licenses being used.

The license audit time is synchronized to minimize discrepancies in the audit numbers between members of the server group. The audits are not run immediately upon startup, but after waiting for an even multiple of 45 minutes from time zero (midnight on January 1, 1970). Thus, all the servers in the group run audits within a few seconds of each other, assuming that their internal clocks are set correctly.

After these changes were implemented in AR System 7.5.00 patch 004, the following additional issues were introduced:

In certain conditions, the 45-minute audit interval changed to 1 minute, so audits were performed too frequently. Also, audits were incorrectly performed immediately upon startup.

If more than 10 fixed user licenses were allocated, the audit data file was corrupted, and upon each audit a new data file was created. In the new file, the header and summary appeared to be intact, but the audit data was corrupted.

The original issue and the additional issues introduced after implementing patch 004 were corrected in patch 006.

SW00365603 If you provided an excessively long Qualification value, the AR System server stopped responding. Also, if you entered a SQL command exceeding the built-in 50000-byte limit, the AR System server reported the ARERR 553 error.

SW00369044 Attaching the list of fixed-license users to the fixed-license audit line caused the line buffer to overflow during audit.

Note: See “Licensing and audit issue” on page 61.

SW00370513 The license audit code did not release the initial server cache, causing unnecessary memory usage by the AR System server.




Patch 006

Applying patch 006 to fix patch 005

NOTE AR System 7.5.00 patch 006 replaced patch 005, which BMC withdrew permanently on July 8, 2010.

If you upgraded to patch 005, apply patch 006 by replacing the AR System server executable file. Table 1-33 lists the files at patchDownloadDir/server/ that are updated for patch 006.

BMC Remedy Approval ServerTable 1-34 describes issues with the approval server that were resolved in patch 006.

Table 1-33: Files updated for AR System server 7.5.00 patch 006


Windows


ARSystemServerInstallDir\ arserver.exe


./unixPlatforma/db2_db/arservdb2or./unixPlatform/inf_db/arservinfor./unixPlatform/ora_db/arservoraor./unixPlatform/syb_db/arservsyb

Note: Informix and Sybase are not supported on Linux.a. unixPlatform represents aix, hpux, hpia64, linux, and solaris

ARSystemServerInstallDir/bin/arserverd



SW00354042 The Source ID link on Approval Central invoked the approval server three-way join form.

Note: In patch 006, the Source ID link was modified to invoke the application request form.

SW00358044 While adding a question for a request on AP:Show Detail, users encountered the following error, but were not prompted for a password after the message was closed:Authentication Fail.Please enter your valid AR system password. (ARERR 45490)


Patch 006



BMC Remedy Data ImportTable 1-35 describes issues with BMC Remedy Data Import that were resolved in patch 006.

BMC Remedy Developer StudioTable 1-36 describes issues with BMC Remedy Developer Studio that were resolved in patch 006.



SW00356242 If two data fields were mapped to one form field (compound mapping), the corresponding data was not imported from an ASCII file.

SW00357158 If the data being imported contained large attachments, the import operation failed and the BMC Remedy Data Import process stopped responding.



SW00329745 After you renamed a Group form in BMC Remedy Developer Studio, the Groups objects list could not be opened. The following message was displayed:Errors encountered while retrieving Groupls lists from serverName. ERROR (303): Form does not exist on server; Group (ARERR 5087).


SW00346649 If you attempted to log on to an unavailable server, the working lists in the AR System Navigator were emptied.

SW00350792 When you exported the contents of a packing list, image objects were not included in the export.

SW00351173 BMC Remedy Developer Studio assigned incorrect field IDs to newly created fields.

SW00352001 The DefinitionExport.bat file did not provide an option to only export application structures.

SW00353205 Primary forms were not displayed in the View by Form type of working list.

SW00355616 If you attempted to open a definition file in BMC Remedy Developer Studio 7.5.00 patch 003, the (java.lang.ArithmeticException) division by zero exception occurred and the editor could not be opened.

SW00355898 BMC Remedy Developer Studio did not allow running an escalation explicitly.


Patch 006

BMC Remedy Email EngineTable 1-37 describes issues with the email engine that were resolved in patch 006.

Field name change for Query ActionTo resolve SW00355580, the attachment name EntryID_Extension in the result of Query Action was changed to EntryID_GUID_Extension.

SW00356292 When a user modified any property on the Basic page of the Form Properties dialog, wrong values were set for the other properties.

SW00356501 BMC Remedy Developer Studio did not maintain packing lists on an AR System 7.1.00 server properly.

SW00356759 After a user cleared the Enable Next Request ID Block Size check box on the Basic page of Form Properties, saved the changes, and then closed and reopened the form, the check box still appeared selected.

SW00356956 When the Allow any Server in Server Group setting in the Configuration form was turned on, the From Server option in the DSO Mapping was saved as localServerName:serverGroupName instead of localServerName:serverAlias.





SW00352772 If the email engine was started while an AR System server was unavailable, NullPointerException entries were written to the email engine error logs.

SW00353758 If an incoming message contained a hyphen (-) in the Subject line, it appeared garbled in the Japanese locale.

SW00355110 The email engine corrupted messages when sending in bulk.

SW00355580 If the email engine contained more than 22 incoming mailboxes in a setup, it did not initialize all the mailboxes.

Note: See “Field name change for Query Action” on page 64.

SW00355764 If one out of multiple outgoing mailboxes encountered a problem while connecting to the mail server, the other outgoing mailboxes failed to process further messages.

SW00356829 When using the MAPI protocol, the email engine did not create records in the AR System Email Messages form for incoming messages whose priority was set to Low.

SW00356938 When trying to retrieve an entry that had already been deleted from AR System Email Messages, the email engine did not display a relevant error message.

SW00357671 The email engine did not use a private RPC queue even though the relevant property and its value were added to EmailDaemon.properties.

SW00358032 Using an incoming email with a query template that returns a large number of records eventually caused the email engine to stopped responding.


Patch 006

BMC Remedy Mid TierTable 1-38 describes issues with the mid tier that were resolved in patch 006.

BMC Remedy UserTable 1-39 describes issues with BMC Remedy User that were resolved in patch 006.

Table 1-38: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 006


SW00351114 Users were unable to run quick reports (generating a report file) by using the Report toolbar.

SW00351143 In BMC Remedy Mid Tier 7.5.00, errors were found in the My Reports feature.

SW00354316 Mid tier time stamps were inaccurate for the Brazil time zone.

Note: The DST changes introduced by the Brazilian government in 2008 were accommodated in the mid tier in this patch.

SW00355809 If you cleared a check box on a form (implemented as EnumField set to NULL) during a Modify All operation and then reopened the form, the check box still appeared selected.

SW00357041 BMC Remedy Mid Tier 7.0.01 patch 011 was unable to run a report if the report name contained single quote (') characters.

SW00361702 The Progress_non-modal circle.gif file, which is displayed to indicate that an operation is in progress, was downloaded during every page load operation instead of being downloaded only once and then referred from the cache.



SW00355243 When a form was opened and made visible by using COM, the visibility flag was not set in the document object.

SW00356235 While performing some operations in a Japanese environment, BMC Remedy User crashed and reported an application error in mfc71.dll.

SW00356239 BMC Remedy User was minimized during heavy processing that involved invoking a modal dialog. After the processing was completed, BMC Remedy User could not be maximized.

SW00356924 If an authentication string with hundreds or thousands of characters was encountered, BMC Remedy User stopped responding when opening an Crystal Reports report.

SW00356935 After clicking the Refresh All context menu in a table field, extra records were selected along with the ones that were selected manually before performing the refresh.

SW00358525 When a user opened any application console after changing the password, the following error was displayed:Cannot establish a network connection to the AR System server. (ARERR 90)

SW00358740 When displaying BMC Remedy ITSM 7.6.00 application consoles, BMC Remedy User 7.5.00 patch 004 stopped responding because it failed to connect the SSL-to-HTTPS web path while opening a flashboard.


Patch 004












Product updates in patch 004The following updates were made to AR System 7.5.00 through patch 004:

New silent installation parameter (page 66)

New AREALDAP parameter (page 67)

Mid tier

Updated Apache Tomcat version (page 67)

Smart caching (page 67)

Improved prefetch (page 67)

Preload option (page 68)

New additions to EmailDaemon.properties (page 68)

New flashboards parameter (page 69)

New FTS configuration parameter (page 69)

New silent installation parameterA new silent installation parameter was introduced for the email engine. SW00353407 was used to track this change.

When upgrading the email engine to release 7.5.00 or later, you need to specify the location of the existing instance by using the following new parameter in your silent installation parameters file:

-J BMC_LEGACY_EMAIL_ENGINE_SERVICE_INSTALL_DIR=emailEngineInstallDir

In the absence of this parameter, the existing instance is not upgraded, but the later version of the email engine is installed, and both the instances run simultaneously.


Patch 004

New AREALDAP parameterAREAHUB authenticated users only for the first LDAP server when using SSL. Users could not disable LDAP server authentication when SSL was specified for AREALDAP. SW00346462 was used to track this change.

Originally, AREALDAP always authenticated the LDAP server certificate when opening a secure server connection. The Mozilla library only allows one server certificate, which means that when multiple LDAP servers are configured, only the first LDAP connection will succeed. To fix this, an option was provided to change how the server connection is made, so that the server certificate is not authenticated.

The AREA-LDAP-SSL-AUTH-OPTION parameter controls how the secure connection is established. By default, AREA-LDAP-SSL-AUTH-OPTION is set to true and will continue to authenticate the server certificate when opening the secure connection. If you set AREA-LDAP-SSL-AUTH-OPTION to false, the server certificate is not authenticated and multiple secure server connections can be established concurrently.

Updated Apache Tomcat versionThe version of Tomcat deployed with AR System was updated from 5.5.25 to 5.5.28 to avoid some security issues. This update was reflected in the compatibility matrix at http://www.bmc.com/support.

Smart cachingWhenever a definition change occurred on the AR System server, the mid tier flushed and re-created its entire cache, instead of re-creating only the cached objects that were changed. To avoid this situation, the caching mechanism was improved, whereby the mid tier can selectively invalidate objects that were changed in the cache. The relevant user interface change is that the Cache Settings page in the Mid Tier Configuration Tool now presents a new table of each AR System 7.5.00 server configured on the AR Server Settings page. Clicking the Sync Cache button for a server forces an update of only its outdated elements.

Detailed information about this change will be available in the documentation for the next AR System release.

Improved prefetchThe performance of the mid tier was improved by triggering prefetch to run again after a cache flush, simplifying the prefetch XSD, and making prefetch multithreaded. SW00344641 and SW00348558 were used to track these changes.

In the multithreaded prefetch mechanism, the number of threads is controlled by the following new property in the midTierInstallDir/WEB-INF/classes/config.properties file:

arsystem.max_number_of_prefetch_thread=4

The default number of threads is 4.



Patch 004

The improved prefetch mechanism tracks the most recently used forms in a new file in the midTierInstallDir/WEB-INF/classes directory. Restarting the mid tier automatically prefetches these items, whether or not prefetch is enabled (through the prefetchConfig.xml file).

Preload optionA new preload option indicates whether to prefetch all the forms and active links for a server.

The preload option is disabled by default. To enable this option, select the appropriate check box while adding a server by using the AR Server Settings page of the Mid Tier Configuration Tool. The value of this setting is reflected in the PRE-LOAD column of the table that lists the mid tier servers.

If the preload option is enabled, forms and active links that are not already present in the cache are prefetched after restarting the mid tier.

New additions to EmailDaemon.propertiesNew properties were introduced for the email engine, and the following defects were used to track these changes:

SW00315645—The email engine intermittently stopped processing outgoing messages due to SMTP timeout. This issue was resolved earlier, but the following related information was not mentioned in the relevant technical bulletin.

To fix this issue, the following new property was introduced in patch 001:

com.bmc.arsys.emaildaemon.SMTPTimeout

This property specifies whether to wait before canceling a connection attempt and generating an error. In case of an SMTP timeout, the email engine waits for the timeout interval and then marks the queued message as an error. SMTPTimeout is not used by default. If you want the email engine to use this property, you must add it to EmailDaemon.properties and set its value to true. If you add the property but do not specify a value, it is considered as false.

SW00321332—The email engine was unable to suppress the Reply-To field in outgoing email messages. This issue was resolved earlier, but the following related information was not mentioned in the relevant technical bulletin.


com.bmc.arsys.emaildaemon.getReplyToWithFromAddress

getReplyToWithFromAddress is not used by default. If you want the email engine to use this property, you must add it to EmailDaemon.properties and set its value to true. If you add the property but do not specify a value, it is considered as false.


Patch 004

The effect of using the getReplyToWithFromAddress property is as follows:

If the value of this property is not specified or is false, and an outgoing message does not contain any reply-to address, the message header will not contain the Reply To header value.

If the value of this property is true and an outgoing message does not contain any reply-to address, the message header will contain the Reply To header value, which is set to the value of the From address field.

If an outgoing message contains a reply-to address, the message header will contain the Reply To header value as set in the message, irrespective of the value of this property.

SW00347771—Users could not specify the SMTP timeout period.


com.bmc.arsys.emaildaemon.SMTPTimeoutPeriod

This property specifies the duration in number of seconds to wait before canceling an SMTP connection attempt and generating an error. In case of an SMTP timeout, the email engine waits for this interval and then marks the queued message as an error.

SMTPTimeoutPeriod is not used by default. If you want the email engine to use this property, you must add it to EmailDaemon.properties and set its value to any positive integer (upper limit depends on the platform). If you add the property but do not specify a value, it is considered as half the polling interval that is set for outgoing mailboxes. Also, SMTPTimeoutPeriod depends on SMTPTimeout; it works only when SMTPTimeout is set to true.

New flashboards parameterTo resolved SW00344121, the prefixseriesnames parameter was introduced to determine whether a variable name or label can always be used as a prefix to the names of the series for variables that have a Group By option. The values are:

0 (default)—The variable label and name appears only if a series with the same name already exists. (This was the behavior for BMC Remedy Flashboards prior to version 7.5.00.)

1—The variable label is added at the front of all series’ names (set by the Group By option) in the legend (if shown) or when the user moves the cursor over the flashboard. If a label is not entered in the Label field, the variable name is displayed.

New FTS configuration parameterA new configuration option, Use-FTS-In-Workflow, was added to alter the default behavior of using FTS for workflow searches. Setting this option to false (F) in the configuration file causes the AR System server to use the database search function for workflow searches. SW00340084 was used to track this change.


Patch 004

AR System suite installerTable 1-40 describes the issues that were resolved in patch 004.

Table 1-40: Issues resolved in AR System 7.5.00 suite installer patch 004 (Sheet 1 of 2)


SW00323921 After upgrading to version 7.5.00 of the email engine, values of some properties from the existing EmailDaemon.properties file were not preserved.

SW00329625 The AR System installer reported an invalid database client home error on Sybase Open Client, because the ASE folders required for Sybase database validation were not present.

SW00330643 When upgrading from version 7.1.00 to 7.5.00 patch 001 of AR System on a server that also hosted BMC Atrium CMDB 2.1, the following error occurred multiple times in the log:libcmdbsvr21.so: wrong ELF class: ELFCLASS32

SW00330906 After an upgrade from version 7.1.00 to 7.5.00, 7.5.00 patch 001, or 7.5.00 patch 002, the --unicode parameter was missing from the armonitor.cfg file.

SW00334241 An attempt to install AR System 7.5.00 patch 001 failed on the Sybase 15.0 database due to the new keyword Owner, which conflicted with the existing active link named owner.

SW00335469 If the JAVA_HOME variable was not set in your environment, the Apache Tomcat servlet engine might not start.

SW00337556 Errors occurred during post-installation activities of BMC Remedy Developer Studio and BMC Remedy Data Import; the installation log reported XML parser exceptions.

SW00337611 A java.lang.NullPointerException occurred when installing the approval server and assignment engine with the suite installer.

SW00338229 BMC Remedy Mid Tier did not start because the suite installer for version 7.5.00 patch 002 put the wrong path in the Windows PATH environment variable.

SW00339056 If your AR System database on Sybase contained a large number of forms (more than 400), upgrading from AR System 6.3.00 or earlier to version 7.5.00 might have failed.

SW00341097 The following issues occurred after upgrading from AR System 7.5.00 patch 001 to patch 003:The installation summary displayed the message Service BMC Remedy Email Engine - is not running. The email engine installation was successful, but the emaild.sh entry in armonitor.conf was commented out. The initial workaround was to uncomment the emaild.sh entry in armonitor.conf and restart the AR System server.The armonitor.log file reported that apsvcae.sh and emaild.sh could not be found. These errors were incorrectly reported, and there was no impact on the functionality of the assignment engine and email engine. You could safely ignore these errors.

SW00346906 The arcache utility returned the exit code 0 (zero) even though a user was not created successfully.

SW00353415 Tomcat 5.5.28 packaged with BMC Remedy Mid Tier 7.5.00 patch 004 could not be installed on HP-UX.

SW00353841 When you installed BMC Remedy Mid Tier 7.5.00 patch 004 on Solaris, the packaged Tomcat 5.5.28 returned an invalid installation folder error.

SW00353934 The flowchart view (Sequence Diagram) of an approval process was not being displayed in the mid tier.


Patch 004

AR System serverTable 1-41 describes the issues that were resolved in patch 004.

SW00354491 After you installed BMC Remedy Mid Tier 7.5.00 patch 003, the Crystal/BO Report Engine Deployment option was missing from the BMC Remedy Mid Tier Configuration tool.

SW00355124 When you upgraded BMC Remedy Mid Tier 7.5.00 patch 002 to 7.5.00 patch 004, Tomcat 5.5.28 was not restarted automatically.





SW00323415 In the Business Time context, if the Daily Frequency was set to a value greater than 1 with any random Start Time as the base, the Due Date was being calculated incorrectly.

SW00330763 Server group processing could lead to a crash when an application dispatcher-based operation (like the approval server) was unexpectedly removed from a server during a busy period.

SW00337333 Memory leaks occurred in the AR System server when the BMC Atrium Configuration Management Database (CMDB) was performing an audit.

SW00339021 Memory leaks occurred in the AR System Java API when connecting to version 6.3.00 or earlier of the AR System server.

SW00339025 If a non-administrator user logged in to an AR System server running on Oracle and performed a query with ARXMLGE that could return more than 1000 records, the AR System server failed with the ARERR552: ORA-01795 error.

SW00339189 Creating an active link with a Push Field action that contained a field assignment, where the field is assigned to multiple keywords, could cause the AR System server to stop responding.

SW00339489 Fixed time escalations could be skipped if object definition changes caused a new cache to be created prior to the escalation being fired.

SW00339623 The AR System server stopped responding during an archiving process if the archive source form contained non-data fields, such as Text, Trim, Button, and so on.

SW00339797 After upgrading from AR System server 7.0.01 to version 7.1.00, some users with floating write licenses could not update forms because they randomly received floating read licenses at login.

SW00340084 If FTS licenses existed on the AR System server, the server always used FTS in workflow searches instead of using the database search function.

Note: See “Product updates in patch 004” on page 66.

SW00340885 When an AREA login failure occurred, the incorrect AR System error was logged.When Display-General-Auth-Message is enabled, details are not reported for an external authentication-specific error.

SW00341095 When performing a Set Fields action on an AR System server with the Japanese locale, many unidentified empty records appeared in Display List.

SW00341142 Pending full text indexing tasks from a server could get modified incorrectly by another server in a server group.

SW00341200 The API Test Driver command menu incorrectly listed the dver command as drver.


Patch 004

SW00341400 The installation of BMC Remedy Service Request Management on a standalone AIX server with DB2 could not proceed after restarting the AR System server.Installing BMC Remedy ITSM applications or BMC Atrium CMDB with eight languages requires setting ulimit -d to unlimited.

SW00341691 If the Report form definition attachment was not present when an entry was retrieved, the Report Creator plug-in could crash.

SW00341735 The AR System server did not attempt to reconnect to the database after it encountered the ORA-01254 error from and Oracle RAC setup. (The Recovery Manager was processing a backup operation.)

SW00342710 When working with DB2, the AR System server did not return the expected result on performing a query (with the LOCATE function) against a field value that began with a wild card.

SW00343219 Server Events were recorded for event types that were not selected for recording.

SW00343816 When using the glewmsf or glewf command on a vendor form, the $\TIMESTAMP$ keyword was converted to its integer enum value before being passed to the plug-in.

SW00344342 If entries existed for a form, selecting an existing field for literal full text indexing could result in the index being built without the literal designation.

SW00344488 The AR System server crashed when running a web service based on a date field that was not in the YYYY-MM-DD format.

SW00344858 Row-level permissions failed with an SQL error while using the dynamic join API command glewmsf.

SW00344907 When users changed passwords, unnecessary authentication attempts could occur, leading to LDAP account lockouts.

SW00345535 The Db-Max-Attach-Size configuration parameter was implemented inappropriately. This parameter applies only to Oracle; the limit was applied only before writing to the database, which could cause the AR System server to consume memory inappropriately.

SW00345978 Repeated usage of the web service OpGet operation for a record with an attachment caused unexpected increase the AR System server’s memory consumption.

SW00346061 Users could not create default permissions in a BMC Atrium CMDB CI instance from the BMC_DefaultAccountPermissions form.

SW00346462 AREAHUB authenticated users only for the first LDAP server when using SSL.Users should be allowed to disable LDAP server authentication when SSL is specified for AREALDAP.

SW00347011 Upon double-clicking the appropriate active link in the object list of BMC Remedy Developer Studio 7.5.00 patch 002, the following error was displayed: Could not create the view: For input string: ª–2A +¨Cæ

SW00347763 Queries involving FTS fields with empty search terms caused performance problems.Searching FTS indexed fields with comparisons to an empty string should route the query to the database to work efficiently.

SW00347902 A save operation failed after NumberFormatException occurred for active links containing multiple Open Window actions for the SAMPLE DATA data source.

SW00348291 During some full text bulk indexing operations, localized AR System servers had conflicting database access as localized error messages were retrieved.




Patch 004

BMC Remedy Approval ServerTable 1-42 describes the issues that were resolved in patch 004.

SW00349505 The preserveAttach mode in RIK returned errors when trying to import a workflow object not resident on server.

SW00349845 Active link updates failed when groups were deleted because the AR System API could not differentiate between the group list and permission list for active links.

SW00351337 The ARERR92 database timeout error occurred when the AR System server tried to run the Application Business Time function in the Chilean time zone.

SW00351417 If a filter contained a qualification that had radio button, time, and currency fields with hard-coded string values, it could not be saved.

SW00352103 The AR System server failed when a filter used converted values in a Set Fields action.

SW00352524 A Search Menu qualification with $fieldid$ could not be saved if the field did not exist on the search form.

SW00353885 If AR System API was called with a qualification that had the value -1, the related form was not displayed.

SW00353894 During assignment parsing, the Java API was unable to recognize hyphens in field names.





SW00334098 After upgrading from version 7.1.00 patch 007 to 7.5.00 of the approval server, clicking the My Recent History link on Approval Central did not display the requests whose status was Approved or Rejected before the upgrade.

SW00335826 Upgrade logs reported SQL errors due to a missing (but optional) field on the three-way join form.

SW00344111 An SQL error occurred when the AP:Sig-AutoAction filter performed the Set Fields action on an enum field based on another enum field with different values.

SW00347127 Approval previews did not seem to work properly when using Server-Connect-Name.

SW00350923 After upgrading to version 7.5.00 of the approval server, Approval Central did not display complete details about a request.

SW00353420 The Reassign action button on AP:Show-Detail did not work as expected and displayed the following error:Authentication failed. (ARERR 10000)

SW00353430 An upgrade from AR System 7.1.00 patch 004 to AR System 7.5.00 patch 003 failed on the Windows 2008 64-bit operating system, due to invalid data entries that the approval server could not handle.

SW00353450 After an operation timed out, the approval server was unable to reconnect to the AR System server.


Patch 004

BMC Remedy Assignment EngineThis patch does not include any resolved issues for the assignment engine, but the binaries were updated due to dependencies on other features. The time stamps for these binaries differ from those delivered in patch 003.


BMC Remedy Data ImportTable 1-43 describes the issues that were resolved in patch 004.

BMC Remedy Developer StudioTable 1-44 describes the issues that were resolved in patch 004.



SW00343401 When the Update Old record with new record’s data option was selected as the Duplicate handling option, BMC Remedy Data Import set the non-core required fields to NULL.

SW00351590 BMC Remedy Data Import could not find attachments during import due to incorrect translation of international (accented) characters in file names.



SW00321859 A null pointer exception occurred when opening a filter list in BMC Remedy AR System server 7.1.00.

SW00322799 BMC Remedy Developer Studio did not validate the table qualification for possible errors when opening a containing form.To notice that this issue has been fixed, you need to set form preferences as follows:1 Select Windows > Preferences.2 In the Preferences window, select Form, and clear the Do Not Validate Table Fields When

a Form is Opened option.3 Restart BMC Remedy Developer Studio (otherwise the issue will recur).

SW00332167 After the chunk size of a table field was changed in BMC Remedy Developer Studio, the Next Chunk menu did not appear in its context menu at runtime.

SW00335210 For a view that contained two buttons, each with a different-sized image attached, BMC Remedy Developer Studio did not refresh the screen to display the browser view. This problem occurred if you first attached a smaller image on one button and then attached the larger image on the other button.

SW00338399 The ARERR 5058 error occurred while attempting to save the search type of a menu.

SW00342325 BMC Remedy Developer Studio did not perform a check to validate whether the minimum size of a panel was greater than its initial size.

SW00343789 The Analyzer tab displayed the Unused Filter warning when a filter was being used as an error handler in another filter. An error handler filter should not be considered as unused.


Patch 004

BMC Remedy Email EngineTable 1-45 describes the issues that were resolved in patch 004.

SW00345556 Users were unable to open the active link list in BMC Remedy Developer Studio.

SW00348162 The ReportSelection:CreateNew active link could not be modified.

SW00348294 The following problem occurred when adding a button to a form:If a numeric character was present in a button name, and you created an active link for the button, the button name was replaced with name of a field whose ID matched the number.For example, if the button was named 1.Click, and it was used in the Execution Options of an active link, the name was converted to Request ID.Click when active link was saved and reopened. Then, BMC Remedy Developer Studio did not allow the active link to be saved, because Request ID.Click was not a valid button name.

SW00349909 Performance issues occurred when working with the Object List view.

SW00353022 Blank columns were displayed when a user selected the new Basic Columns feature.Workaround: The issue would not recur after BMC Remedy Developer Studio was restarted.





SW00333898 When the email engine was configured with an incoming mailbox that used the IMAP4 protocol, names of attachments from mail systems configured with the MAPI protocol were garbled. This issue occurred when working with an operating system that used the Russian locale.

SW00339836 While processing outgoing messages, if the email engine encountered a messaging exception, the next message was processed after the next polling interval.

SW00343701 If the chunk size in the EmailDaemon.properties file was set to a value more than 100, outgoing messages were not processed because the email engine couldn't retrieve more than 100 messages.

SW00345906 The email engine periodically used 30 to 60% of the CPU and 60 MB of RAM. This problem occurred after upgrading to AR System 7.1.00 from an earlier release.

SW00351333 If the case in the email address did not match the case in the User form, the following error message occurred when the user tried to submit a request by using an email template:SEVERE 4927 Error message: Missing AR System User Information

Note: If the database is case sensitive, make sure that the character case of the email address from the User form and email address of the sender is the same.


Patch 004

BMC Remedy FlashboardsTable 1-46 describes the issues that were resolved in patch 004.

BMC Remedy Mid TierTable 1-47 describes the issues that were resolved in patch 004.

Table 1-46: Issue resolved in BMC Remedy Flashboards 7.5.00 patch 004


SW00341280 If a company name stored in Japanese or Korean was included as a part of a flashboards qualification, the flashboard was not displayed.

SW00344121 The flashboards legends displayed flashboard variable names instead of legend names.

Note: See “Product updates in patch 004” on page 66.



SW00327119 Restrictions on the pop-up for Diary fields and large Character fields did not allow windows to be moved over the results list or resized.Need to enable users to resize pop-up menus for diary and large Character fields and to move the menus anywhere in the browser window, including over the results list.

SW00335010 The alpha filter on an AR System tooltip DIV element in Internet Explorer 7 and 8 caused a delay in rendering the BMC Remedy ITSM console forms.Workaround from Microsoft: Do not specify an alpha filter for the tooltip DIV element in the HTML of the AR System form. Instead, the alpha filter is set dynamically when a tooltip must be displayed (after the form’s HTML is loaded).

SW00335475 When the POST method was used for back-channel requests, the ARERR 9350 error occurred because of an Internet Explorer defect involving NT LAN Manager (NTLM) authentication. When the HTTP GET method was used, this error did not occur.Need to restore HTTP GET as the default method, and enable customers to select the POST method by setting an option in the config.properties file.


SW00336455 Improper handling of session persistence caused memory leaks in the mid tier.

SW00337258 After a field label was changed by workflow, advanced searches using the new field label failed.

SW00338715 An Execute On Event workflow did not complete its operation if another event workflow that was fired previously was waiting.

SW00338839 The YourKit profiling tool showed that mid-tier FieldGraph objects were consuming large amounts of memory. This issue occurred because FieldGraph objects were coupled with Field objects, which caused ARQualifierHelper objects to hold direct references to Field objects.

SW00340711 When a user’s locale was set in the AR System User Preference form, the value in date/time fields displayed in browsers was one hour off.

SW00341894 In the mid tier, table loop guides for tree view table fields did not perform actions on all the rows represented by a selected node.


Patch 004

SW00343095 In the mid tier, the daylight saving time (DST) offset for the time zone specified in the AR System User Preference form was not considered when time stamps were calculated for table fields, results lists, and date/time fields.

SW00344270 When the mid tier hosted web services, a memory leak occurred in the log buffer because web service calls were not explicitly logged off.

SW00344471 The mid tier issued multiple ARGetEntry API calls against the AR System User Preference form in a single user session.

SW00345739 In browsers, the left arrow button on a tabbed panel holder was disabled when an active link that executed on Window Open set the focus to the last tabbed page.

SW00345941 The default print mode in Crystal Reports is ActiveX. If security settings did not allow ActiveX to be installed, the mid tier returned an error and users could not print reports.This issue was resolved, and users can now specify the PDF print mode for Crystal Reports by using arsystem.crt_printmode=PDF as follows:

If you have a combined installation for the mid tier and Crystal Reports, set this property in the config.properties file.If the mid tier refers to a separate Crystal Reports web application, set this property in the configbo.properties file that is present under the <mid-tier_install>\WEB-INF\classes directory.

SW00346254 HTTP 500 errors occurred in the mid tier because an ObjectExistsException exception generated by the ehcache code prevented the NoClassDefFileFoundError class from initializing.

SW00347878 When user credentials contained an authentication string, Crystal Reports did not work as expected in the mid tier.

SW00349055 When a user changed the client computer’s time zone to (GMT+8:00) Perth, the mid tier did not retrieve the correct time zone when Daylight Saving Time (DST) was enabled. Instead, it defaulted to the AR System server time zone. Additionally, the corresponding .js file did not contain the transition for Australia or Perth.

SW00350117 When the expand box of a Character field containing text was opened in Internet Explorer 6, one line of the text appeared shaded or cut off.

SW00350392 When a form was accessed from the mid tier, the CompileExternalQualification and GetTableEntryList back-channel calls were made to refresh a table.To eliminate a trip to the AR System server, the two calls were combined into one.

SW00352708 When a right-click was used to paste data into the expand box of a Character field, the OK button was not enabled.

SW00353170 When scrollbars were visible for a form in the right-to-left (RTL) mode, the position of a button was shifted when the mouse hovered upon it.




Patch 003

BMC Remedy UserTable 1-48 describes the issues that were resolved in patch 004.














SW00337074 In a Japanese environment, when users with floating licenses displayed a CI viewer or flashboard in BMC Remedy User, the floating license was not released when the user logged out.

SW00344607 The Set Focus to Field option for the Change Field active link did not work for tabs.

SW00346342 Users could not open the BMC Remedy Incident Management or BMC Remedy Problem Management applications from the home page quick links on Windows XP with SP3.

SW00347411 When an active link was set to execute on Display or Un-Display, the active link was not executed when a user dragged the splitter to hide the Details panel and then pressed F5.

SW00347730 When BMC Remedy User was upgraded from 7.5.00 patch 001 to 7.5.00 patch 003, workflow did not execute correctly, and the BMC Remedy Asset Management console did not load properly.

SW00348191 When a user had set the time zone preference, the time displayed in the date and time field was one hour ahead of the selection in the Calendar pop-up.

SW00349376 The Refresh All in Table operation did not override the limitation on the number of records to be retrieved when the table was reloaded.

SW00349942 BMC Remedy User did not pass authentication strings to the mid tier when using Data Visualization fields.

SW00352852 Unmasked entries of user names and passwords were created in the Internet Explorer History after displaying a flashboard object.


Patch 003

Product updates in patch 003The following updates were made to AR System 7.5.00 through patch 003:

Portuguese language support (page 79)

Update to the config.properties file (page 79)

Portuguese language supportAR System now supports the Portuguese language. SW00333338 was used to track this change. The patch installer adds the pt_BR locale folder, which contains files for the Portuguese form views, to your installation directory. pt_BR represents the language code for Brazilian Portuguese, which is treated as a Western language. The LANG environment variable must be set to any locale compatible with pt_BR, which is installed on the operating system.

You can now work in the Portuguese language with the AR System server, BMC Remedy Approval Server, BMC Remedy User, and BMC Remedy Alert.

Update to the config.properties fileA new property, which allows administrators to control how long HTML or Oracle JavaScript content is cached in a browser, was added to the BMC Remedy Mid Tier configuration file (config.properties). Earlier, the mid tier cached HTML or JavaScript content only for one second.

The patch installer adds the following property to config.properties, and maintains all configuration options that you have set:

arsystem.formhtmljs_expiry_interval=1

By default, this line is commented out. You can use this property to specify a time interval ranging from 1 to 2147483647 seconds.

SW00330007 was used to track this change.




SW00322865 BMC Remedy Email Engine and BMC Remedy Flashboards did not work in a server group setup because the AR System suite installer did not copy the EmailAdminAgent.jar and FlashboardAgent.jar files to the AR System server installation directory.

SW00329836 When upgrading AR System from release 7.1.00 to release 7.5.00 with non-default database names, the AR System suite installer did not pre-detect the database name.


Patch 003

SW00330103 When installing AR System, SEVERE messages were logged in the following cases:If the LANG variable setting was not found on UNIXAfter checking the status of the email engine service

You can ignore these messages because they do not impact the upgrade, and the process completes successfully.

SW00330430 AR System server installation failed on HP-UX Itanium with a remote Informix database.

SW00331146 Users were unable to perform a silent AR System server installation on AIX 6.1 with DB2 because they referred to the Installation Guide, in which some required information was missing.For more information, see the Non-Root Installation on IBM DB2 Technical Bulletin.

SW00331798 Some parameters required for a silent installation of AR System were missing in the packaged template INI file.

SW00335758 During an AR System installation with the Portuguese locale, errors occurred while configuring BMC Remedy Developer Studio.

SW00337295 Windows installers did not provide a VeriSign authentication certificate stating the source of the software.

SW00337482 While upgrading AR System from release 7.1.00 to release 7.5.00 patch 001 on a BMC Remedy ITSM setup, the following error occurred in arerror.log:Can't locate the WebServiceSoapClient class (ARERR 9130)Beginning with release 7.5.00, the web services plug-in is a Java plug-in. It was a C plug-in in the earlier releases. Therefore, when upgrading from AR System 7.1.00 or earlier to 7.5.00, the Web Services Plugin feature must be selected. Otherwise, the web services plug-in does not work, in which case, you can perform the following workaround steps to make it work.Workaround:1 Remove the ARF-Java-Class-Path entry from the ar.conf file.2 Add the following entry in ar.conf:

Server-Plugin-Alias: ARSYS.ARF.WEBSERVICE ARSYS.ARF.WEBSERVICE ARSystemServerName:javaPluginPortNumber

3 Remove the following entries from ar.conf:On Windows, remove Plugin: webServiceName.On UNIX, remove Plugin: libwebservice.*.

SW00339377 After upgrading AR System from release 7.5.00 to patch 002, the Failed to read java key error occurred in the installer logs.

SW00342720 The AR System silent installation INI file accepted comma-separated entries for languages.This issue was resolved so that semicolons could be accepted as separators for language entries. This follows the introduction of the Portuguese (pt_BR) language support for the AR System server, BMC Remedy Approval Server, BMC Remedy Assignment Engine, BMC Remedy User, and BMC Remedy Alert.

SW00343035 When upgrading from AR System 7.1.00 patch 006 to 7.5.00 patch 003, the Business Time Segment form was not updated, and an error was listed in logs.




http://documents.bmc.com/supportu/documents/38/55/103855/103855.pdf

Patch 003




SW00316307 The BMC Atrium CMDB API made use of AR System bulking optimizations and failed because AR System generated the same entry ID for instances of the same class in different threads.

SW00328341 arserverd crashed while attempting to communicate with the plug-in server through PluginServerCallWithRetry.

SW00328362 The Distributed Server Administration program (ardist) encountered the ARERR 8853 error because locale information was not initialized properly.

SW00328589 The AR System server crashed while saving text to a Diary field on which audit was enabled.

SW00330553 FTS queries with a trailing space in the search term failed with a “search too complex” error.

SW00330699 The ARERR 8961 error occurred when consuming a web service that had a nil value (set to true) defined for an element of the complex type.

SW00330839 A problem occurred with Escalation operations in a server group.This issue was resolved, and now an Escalation queue can be created in a server group when any queue configuration is changed, even on a server that is not currently running escalations.

SW00330897 Following multiple Push Fields actions, an error was encountered in the Phase 2 processing, but the filter processing did not stop.This issue was resolved, and now filter processing terminates properly in Phase 2 if an error occurs after multiple Push Fields actions and no error handler is specified.

SW00331351 Floating licenses for BMC Remedy User and BMC Remedy Incident Management User sometimes failed to be released.The AR System server can incorrectly account for assignment of floating licenses when the same user needs a license in multiple threads simultaneously. Consequently, such licenses might not be released upon logout.

SW00331654 When defining workflow and advanced searches, the qualification parser replaced empty character strings with $NULL$. For example, 'Character Field' = "" was incorrectly converted to 'Character Field' = $NULL$.This issue was resolved, and the qualification parser no longer incorrectly alters the definition.

SW00332059 On UNIX, ARfwrite created two extra copies of the output buffer, which wasted memory and could cause further problems.

SW00332094 Modifying a field menu reference could fail if object relationship recording was turned on and the menu reference was to a non-existent menu.

SW00332254 When a user clicked on a Calendar from the BMC Remedy ITSM Release Management console, the AR System server crashed.

SW00332696 If auditing was turned on, currency fields on a join form were stripped of any zeros immediately before the decimal point.

SW00332901 Subadministrator permissions did not work as expected in deployable applications.

SW00333708 The ARERR 301 error occurred while writing to the SQL, Filter, or API log files because the file sizes were limited to 1 GB instead of the expected 2 GB.

SW00333995 Full text indexing of badly formatted diary field values caused an indexer thread crash in the AR System server.


Patch 003

SW00334093 An SSI call to add Server-Plugin-Alias required the AR System server to be restarted.

SW00335075 arsignald could not consume excess threads and handles in server groups with more than four members.

SW00335490 The server group management thread terminated while processing a notification about an escalation definition that had changed.

SW00335618 An internal error occurred due to improper handling of zero-byte attachments in web service processing.

SW00335641 Image object names containing a single quote character caused an SQL error on Microsoft SQL-based servers and could not be saved.

SW00336061 In BMC Atrium CMDB, a memory leak occurred in ARIServiceEntry.

SW00336372 The ARERR 313 error occurred in BMC Remedy Mid Tier 7.5.00 when performing a search with the EXTERNAL qualification.

SW00336514 In BMC Atrium CMDB, a memory leak occurred in ARGetMultipleEntries.

SW00336917 Soon after upgrading from BMC Atrium CMDB 7.5.00 patch 002 to BMC Atrium CMDB 7.6.00, memory usage of the AR System server doubles and does not return to the normal usage levels.

SW00337260 A problem occurred while exporting because the XML Form definition file did not have the Length-Units tag for Character fields.

SW00337398 Class Manager and Service Catalog were not visible in BMC Atrium CMDB for the Demo user because computed groups did not appear in the Computer Group List.

Note: This issue was resolved for Windows only. SW00344767 was created to track the issue for UNIX.

Workaround: (UNIX only) Users need to update any one of the missing groups. An update could be simply adding a space character to a field, to enable the Save button. This action refreshes all the missing groups for the Demo user.

SW00339243 Performance degraded when creating a join between a BMC Atrium CMDB or AR System form and a vendor form by using the dynamic join API.

SW00342522 The AR System server failed on AIX with DB2 when using BMC Remedy ITSM and BMC Atrium CMDB with all supported languages.

SW00342702 On Oracle only: If a diary field value of an existing entry was set to a space character (“ ”) manually or by using workflow, the AR System server replaced the previous dairy information with the space character. If multiple diary fields were updated with space characters, only the last dairy field value was set to NULL.

SW00342781 The AR System server failed to start after upgrading to BMC Atrium CMDB 7.5.00 patch 002 with DB2 because arserverd went into a loop when loading a form and did not exit.




Patch 003


BMC Remedy Assignment EngineTable 1-52 describes the issues that were resolved in patch 003.




SW00328289 When the Assignee Group Permission value was passed with New-Details, the related AP:More Information record was not accessible to a requestor.

SW00331607 When an approver selected a request on Approval Central and clicked View Details, a process list selection dialog appeared if two processes with the same name and Process Instance ID were defined in the application.

SW00332634 When users clicked the Approval Central link on their home page, ERROR 313 occurred if the custom date format for the current locale was set to dd MMMM, yyyy.

SW00334111 The Approval Activity Log displayed activity records for the wrong BMC Remedy Change Management request. The Source ID on Approval Central and the Approval Request ID in the Approval Activity Log did not match.

SW00335922 When the Remaining and Completed retrieval types were selected with the Multiple Process option, search results on AP:PreviewInfo did not match expectations.

Table 1-52: Issues resolved in BMC Remedy Assignment Engine7.5.00 patch 003


SW00330813 The assignment engine crashed when it encountered pending requests for an inactive process.

SW00330823 AETRACE.log did not provide sufficient information about a failed assignment.



SW00328919 The BMC Remedy Data Import mapping file was not created when saving the file to a directory that contained space characters in its name.

SW00335241 BMC Remedy Data Import failed if the currency or decimal fields contained a digit-group separator or any other decimal separator except a period (.).

Note: See “Updates to BMC Remedy Data Import” on page 84.

SW00337732 BMC Remedy Data Import failed to read the last empty field value in a CSV record if the record ended with a comma (,) as the list separator.


Patch 003

Updates to BMC Remedy Data ImportTo address SW00335241, the following modifications were made:

Two new elements were added in the .arm and .armx files for saving digit-group and decimal separator information.

Two corresponding UI fields were added to map to these separators.

The dateformats.properties file was replaced by a new generic custom_options.xml file, where users can specify date and time formats, the separators to be used, and other information.

A new, optional command-line parameter (-custom) was added to the BMC Remedy Data Import CLI to specify the path of custom_options.xml.

A corresponding UI field was added, which enables users to browse and select custom_options.xml. The field is enabled only if the data file selected is of the CSV or ASCII type.

BMC Remedy Data Import searches for formats (date and time, separators, and so on) as follows:

1 It searches the mapping file, if specified by the user.

2 In the absence of a mapping file, it searches for custom_options.xml, if the -custom command-line parameter is used.

3 If neither the mapping file nor custom_options.xml is specified, it searches for the formats defined by the Oracle JDK for the default system locale.




SW00326684 The Size Label and Size Value toolbar buttons and menu were unavailable for columns in a cell-based table.

SW00328375 When working with images, BMC Remedy Developer Studio did not read file extensions correctly, and failed to compare file names that contained uppercase or mixed case characters.

SW00330343 Background images added as references in BMC Remedy Developer Studio appeared different from those added as embedded images.

SW00330559 Display Only fields did not appear in the Available Fields list for an escalation.For escalations, all fields should appear in the Available Fields list for If Actions, and only the Display Only fields should appear in the Available Fields for Else Actions.


Patch 003


SW00331922 When users tried to open object lists that contained tens of thousands of objects, the operation timed out. To fix this problem, two options were added to the Object View List preferences:

All Columns (Default)—Displays multiple columns in the object list. When this option is selected, you can customize the object list by hiding some of the columns and by changing the order of the columns.Basic Columns—Displays only the Name column in the object list.

If time-out problems occur when you try to open an object list, select the Basic Columns preference for that object type as follows:1 In BMC Remedy Developer Studio, select Window > Preferences.2 In the left panel of the Preferences dialog box, expand the BMC Remedy Developer Studio

node, and click Object List View.3 In the Object List View panel, click the appropriate object type.4 Select the Basic Columns option.5 Click OK to save your changes.

The object list for the specified object type should now open quickly. The list contains only the name of each object.

SW00332843 Users could add a field that had a menu associated with it from one join form to another, but the menu was not displayed, thus making the field unusable.





SW00328885 Incoming message entries were not created for the MAPI protocol if the Unable to retrieve Reply To for message exception occurred.

SW00330247 An access violation exception occurred in the getReplyTo method of the MAPI protocol for incoming messages.

SW00330590 The Modify action failed if the Modify template contained multiple users in the To, CC, or BCC addresses.

SW00332327 The email engine incorrectly used the body text of the previous record when processing the current outgoing message.

SW00332782 Text was corrupted when images were attached to the Header and Footer templates of localized outgoing messages.

SW00337793 When SSL and non-SSL mailboxes were enabled at the same time, the processing of outgoing messages failed.


Patch 003

BMC Remedy FlashboardsThe following issue was resolved in patch 003.

SW00332003—The flashboards legends displayed flashboard variable names instead of legend names.

NOTE The fixing of this defect follows the resolution of SW00331090 for the mid tier.




SW00308940 Global fields on the mid tier were limited to 4KB (1000 characters with 4 bytes per character).The limit has now been increased to 100KB (or based on the Adobe Flash player’s settings).

Note: The latest Adobe Flash player allows a maximum of 100KB.

SW00325600 An exception occurred when accessing content through View fields.

SW00329650 Mozilla Firefox displayed the following error when opening certain complex application forms: YAHOO.until.Anim is not a constructor

SW00329822 The GetEntry filter did not execute correctly in the mid tier.This issue was resolved, and the mid tier now handles older servers to trigger workflow based on getOneEntry with fields to get a single matching record and execute the Set Field action.

SW00331090 Variable labels were not displayed correctly in a BMC Remedy Flashboards legend.

SW00331187 As compared to Firefox 3.0, Internet Explorer 6 and 7 took longer to load BMC Remedy Asset Management and BMC Remedy Incident Management consoles.

SW00333167 After closing a child form without saving any changes, the “message callee not available” JavaScript error occurred when attempting to close the parent form.

SW00333189 The in-memory attachment heap filled up if an attachment was viewed simultaneously from multiple user sessions.

SW00334247 When a new record was displayed in the Modify mode, the attachment value of the previous record was not cleared from the Display Only attachment field.

SW00334305 A JavaScript error occurred in Firefox when displaying a tooltip for a hover action over a blank record in a table.

SW00334413 When a Call Guide action was performed on a Table Refresh, and the guide had a Message action in one of its active links, the guide exited prematurely.

SW00336082 A null pointer exception occurred when using a direct URL to LoginServlet.

SW00336811 The RPC port number was not being used to route to the desired private thread even though it was defined for the appropriate AR System server.

SW00337441 BMC Remedy Flashboards did not include the appropriate server parameters on re-sending the same request as the previous one.

SW00338992 When upgrading from AR System 7.1.00 to release 7.5.00 patch 002, the Apache Tomcat server could not be started, because the JAVA_HOME environment variable was not set.


Patch 003


SW00339098 The Close button icon image was missing in the BMC Remedy Incident Management console when viewed through the mid tier.

SW00339187 A reference to ARQualfierHelper caused a memory leak in the FieldGraph object.

SW00341640 The form pane image was not being loaded correctly from the disk cache.

SW00341648 While rendering a downloaded form or one from the cache, a blank page was displayed in the browser instead of a status message.

SW00341649 The wait cursor did not work with content-based caching.

SW00342438 An error occurred due to an invalid JavaScript in DIVPopup.js.





SW00300170 A password could be displayed through the View Source context menu on a View field.

SW00322775 Users were unable to tab into the child fields of a basic panel if it was the main field on a form. This is an accessibility issue.

SW00322961 The value contained in an editable integer column in a table could not be retrieved.

SW00328010 BMC Remedy User failed upon running an FTS search if an attachment label name was specified in the Advanced Search criteria.

SW00328656 Decimal values were truncated in table fields that had customized column orders defined.

SW00329463 An attachment could not be opened in the Open Window - Dialog mode if the file name was garbled.

SW00329595 BMC Remedy User failed if no matches were found when refreshing a result list (triggered by using the F5 key).

SW00330831 In BMC Remedy User 7.5.00 patch 001, the table column sorting display was reversed.

SW00331147 A user’s login details were displayed as clear text in the active link log file for workflow that used a template function that referred to a template file with images.

SW00332003 Using special characters like the ampersand (&) in passwords caused the ARERR 623 error when viewing a flashboard.

SW00332561 BMC Remedy User interpreted the $HOMEURL$ keyword as a null value.It is now interpreted as the value of the Default Web Path field on the Advanced tab of the AR System Administration: Server Information form.

SW00334304 Administrators were unable to configure the Classic View User for Groups or Individuals in BMC Remedy Incident Management.

SW00336504 The behavior of the Push Field action for attachment fields in AR System 7.1.00 is different from that of AR System 6.3.00, which caused problems in certain user environments.

SW00337073 When working with BMC Remedy User in the Japanese locale, a user logged out after displaying a BMC Atrium CMDB CI Viewer or a flashboard, but the corresponding floating license was not released.


Patch 002













SW00338654 BMC Remedy User 7.5.00 patch 001 failed intermittently when refreshing the BMC Remedy Incident Management console.

SW00339002 BMC Remedy User failed when trying to customize advanced panels and navigation bars because the Customize Field Defaults and Customize View Details options were not supported for these fields.

Note: Customization for these fields is still not supported, but if you attempt to customize them, BMC Remedy User handles the errors that occur and does not fail.





SW00314873 If you used the ARSuiteKitClient and ARSuiteKitDeveloper installers to install AR System features at the same location, these installers overwrote each other’s uninstallation information. Also, when uninstalling, you could only see the last installed set of features in the Add or Remove Programs window, thereby making you unable to uninstall the set of features that was installed first.

Note: This is a limitation of the suite installers.

To avoid this situation, use the ARSuiteKitClient and ARSuiteKitDeveloper installers to install AR System features at the different locations. This results in two different entries in the Add or Remove Programs window, thereby enabling you to uninstall all the features when required.

SW00321177 Warning messages about missing fields were encountered when importing language-specific views for the Home Page form.


Patch 002


SW00321271 When uninstalling, in the Add or Remove Programs window, the Crystal Reports entry did not display the expected patch number.

SW00326538 The AR System 7.5.00 patch 001 upgrade program overwrote Java plug-in parameters that applications required.

SW00326564 In a server group environment, when a server name was changed and its old name was removed from the ranking form, the system did not remove the old server name from server group management, potentially leaving operations assigned to the old server name.

SW00327296 The AR System 7.5.00 patch 001 installation was not successful in a pre-created database environment when TEMP was used as the default temporary tablespace for the aradmin user.

SW00330054 The AR System suite installer did not validate the NLS_LANG variable on Windows.





SW00316581 The field with the ID 2469 on the Business Time Segment form is displayed through the mid tier but not in BMC Remedy User.

SW00319213 Memory leaks occurred in the AR System server.

SW00321300 arserverd -t reported that a RUN PROCESS failed but the RUN PROCESS executed successfully.

SW00321657 When a user performed a search on a join form, but did not have permissions to view all records returned in the result, the AR System server crashed.

SW00321897 The AR System server did not change the time stamp of a schema after a field on the related form was updated.

SW00322277 Russian characters appeared truncated when viewed through the ODBC driver 7.x.

SW00322341 An error occurred when performing a service entry API call on a join form.

SW00322529 When importing a form that had images without descriptions, a malloc error occurred from the XML file to which it had been exported.

SW00322560 A Service action filter, which is required to perform multiple Set Fields actions to query and return different data from the same regular form, returned only the result of the first query.

SW00323056 A NULL value for the distinguishing key in a web service that had a parent and a child caused the AR System server to crash.Recommendation: The value of such a key should not be NULL.

SW00323151 Memory leak occurred on Oracle when using the preload threads option.

SW00323440 Creating an entry with a user name larger than 180 bytes caused the AR System server to crash when the status history was being recorded and the initial status was not New.

SW00323477 The ARERR 8957 error occurred when the TIMESTAMP keywords of two forms were compared by using a Run If qualification.

SW00324008 A memory overwrite occurred in the AR System server when submitting a diary field whose default value was set to KEYWORD GROUPIDS.


Patch 002

BMC Remedy Approval ServerThe following issue was resolved in patch 002.

SW00325339—When the AGP value (field ID 112) was passed to the New-Details command, the AP:More Information record was not accessible to the requestor.

BMC Remedy Assignment EngineThis patch does not include any resolved issues for the assignment engine, but the binaries were updated due to dependencies on other features. The time stamps for these binaries differ from those delivered in patch 001.


SW00324635 The AR System server crashed if computed group logging was enabled when importing a user with the long computed group list.

SW00324985 Performing a ARGetListEntryWithMultiSchemaFields on a vendor form failed when an update was made to the form.

SW00325927 ArrayIndexOutOfBoundsException occurred in the AR System server when processing email messages with large data values.

SW00326203 When importing data with the merge option, the following error occurred:ARERR 302: Entry doesn't exist

SW00326984 Problems occurred when decoding selection field aliases.

SW00327436 The AR System server did not export MaxRowsCount of the dynamic table field.

SW00327471 If a date and time qualification string contained a numeric value, the parser threw an invalid date format exception.

SW00327512 A memory leak related to CLOB data occurred on a Windows Unicode server.

SW00327717 Data Visualization fields could not connect to the AR System server when FIPS 140-2 ecryption was enabled.

SW00329653 Thread preloading optimization was not enabled by default in 32-bit AR System servers.

SW00330702 On Informix, the AR System server crashed while searching a form with an attachment pool.

SW00331642 In Phase 2 processing, if an error occurred after multiple Push Fields actions and no error handler was specified, the filter processing did not terminate properly.




Patch 002






SW00323574 When importing data that was in the CSV format by using manual Field Value Mappings caused the import to fail, and logged the following error: INFO - Import Completed. numberOfRecords records were imported to null.

Note: The Status-History field is not supported for manual mapping, and the import would fail if this field is included in the mapping.

SW00328077 Users were unable to specify custom date and time formats to be used for parsing date and time field values in the data file. BMC Remedy Data Import did not provide a properties file (dateformats.properties) in which to specify the custom date and time formats to be used.

Note: The properties file should ideally be present at each location from where BMC Remedy Data Import can be launched. This ensures that if the format of the date and time values in certain records is not available in any of the locales that Oracle JRE supports, the format is available to BMC Remedy Data Import, which can then import the records correctly.

Table 1-61: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 002


SW00321983 This defect addressed two issues:When a user opened a form that contained a background image in its view, then opened the Background Image property dialog box for the view, and then tried to save the image to a file, the Save as type list on the new “Save an image file” dialog box did not contain any image types.The “Save to disk” option shrunk the image being saved.

SW00327439 BMC Remedy Developer Studio did not provide mapping type options (for example, Like Field ID, Like Field Names, and Custom) in the DSO Mappings editor under Transfer.



SW00321332 The email engine was unable to suppress the Reply-To field in outgoing messages.

SW00322249 On UNIX, ARSystemMaintenanceTool.sh did not compress the email engine log files.

SW00324777 When using the MAPI protocol, the email engine displayed an incorrect value for the Date Received field on the AR System Email Messages form.

SW00326119 Email messages with malformed addresses were not sent even after the addresses were corrected.


Patch 002

BMC Remedy FlashboardsThis patch does not include any resolved issues for flashboards, but the binaries were updated due to dependencies on other features. The time stamps for these binaries differ from those delivered in patch 001.

When upgrading to future versions of AR System applications, you might be required to have flashboards on the patch 002 level. To achieve this, include flashboards when running the AR System suite installer for patch 002.




SW00321517 The background image of a panel within a panel holder could not be seen unless the panel holder was set to transparent.

SW00322533 The OnMenuChoice active link was not being fired upon selecting the nodes, subnodes, or leaves of a tree.

SW00322935 A form that contained more than 400 fields and a button with an image, took a long time to load on Internet Explorer 6.

SW00323127 When a large number of users continually viewed or uploaded attachments and did not log off for a long time, AttachmentData objects kept building up in the memory, causing OutOfMemory errors.

SW00323284 A form, which had animation enabled, and which contained many fields and a navigation bar with an item initially selected, took a long time to load on Internet Explorer, and at times resulted in a stack trace on Firefox.

SW00323285 A form that contained many fields and at least one flashboard field took a long time to load on Internet Explorer.

SW00323287 A form that contained many fields took a long time to load initially on Internet Explorer 7.

SW00323289 When the mid tier was configured to use a persistent cache, images added to forms as references disappeared after restarting the mid tier and clearing the browser cache.

SW00323495 The mid tier displayed incorrect decimal precision of the source when performing a Set Fields action.

SW00323618 The REPLACE function did not replace carriage return characters.

SW00323628 A JavaScript exception occurred on Firefox upon clicking a Search button when the form contained a table field.

SW00323893 The Mid Tier Configuration Tool did not display a message stating that a system restart was required for any temporary cache persistence configuration changes to take effect.

SW00324949 When a user had set a time zone preference, the time displayed in the date and time field was one hour ahead of the selection in the Calendar pop-up.

SW00326547 The mid tier did not restrict the number of searches that a user could save per form, which led to performance issues. When the AR System Searches Preference form contained more than 100 user-defined searches for a particular form for a user, user-defined searches were no longer visible from the Searches list and the ARERR 294 error was written to the mid tier logs (generated when a form was opened in the Search mode, and not when the menu was selected).


Patch 001












SW00327804 Switching between rows in a Results list was slow when the wait cursor was enabled.

SW00328322 System fields were displayed as read-only fields when a form was opened as a dialog box.

SW00331638 The following error occurred when opening certain complex forms in Firefox: YAHOO.until.Anim is not a constructor.

SW00331669 As compared to Firefox, Internet Explorer 6 and 7 took longer to load the BMC Remedy Asset Management and BMC Remedy Release Management consoles.





SW00320259 BMC Remedy User running on Japanese Windows Vista did not display complete lists of pop-up menus.

SW00320422 If you switched between columns within a table, the sort marks were not being refreshed.

SW00322888 The performance of BMC Remedy User diminished when working with large Character fields in tables.

SW00323008 When a user whose name contained double-byte characters logged in to BMC Remedy User, opened Crystal Reports and then closed BMC Remedy User, the corresponding floating license was not released.

SW00324539 BMC Remedy User could not access data from hidden columns in cell-based table fields.

SW00324664 Active links created to hide fields did not work as expected.

SW00325044 BMC Remedy User crashed when users entered 32 or more characters in the Authentication field while logging in.


Patch 001

Product updates in patch 001The following updates were made to AR System 7.5.00 in patch 001:

Installing multiple instances of AR System on one computer (page 94)

Changes to the installer for the Oracle database (page 96)

Updates to cache persistence (page 96)

Change to default configuration of preload threads in 64-bit servers (page 97)

Updates to the config.properties file (page 98)

Updates to using FTS in a server group (page 98)

Installing multiple instances of AR System on one computerUsing the ARSuiteKit installer, you can install AR System features (for example, the AR System server, BMC Remedy Approval Server, and BMC Remedy Email Engine) in multiple directories on one computer.

NOTE You cannot install multiple instances of features by using the client installers (ARClientsSuiteKit and ARDeveloperSuiteKit). Additionally, you cannot install multiple instances of BMC Remedy Migrator on the same computer. For the BMC Remedy Encryption Security products, you must install these products into a single directory on the computer. You can then install and uninstall encryption on multiple instances of AR System in any directories on the computer.

To install multiple instances

1 Run the suite installer and select a directory for the first installation.

2 Run the installer again, and select a different directory for the installation.

3 Repeat the installation process as needed.

You can install the same or different features in the various directories.

Tips for installing AR System server

When installing a new instance of the AR System server, be sure to enter:

A different AR System installation location

Unique network-resolvable instance names

Uniquely named tablespaces (or devices)

Additionally, only one instance of AR System server can use the portmapper, so do not select the portmapper option for more than one server instance. Generally, all specifically named port numbers used for one instance should be different from the ports for other instances. See the Installation Guide for possible port numbers so that you have unique values for each instance.


Patch 001

Installing on Windows platforms

Multiple instances of the following features on Windows platforms have these additional limitations:

Only one BMC Remedy Flashboards server is supported at a time.

Only one BMC Remedy Mid Tier installed on Microsoft Internet Information Server with Tomcat is supported at a time.

Numbering scheme for multiple instances

When you install the patch, each installation is numbered, so when you want to uninstall a feature, the AR System installations are labeled accordingly (for example, “BMC Remedy Action Request System 7.5.00 Install 1,” “BMC Remedy Action Request System 7.5.00 Install 2,” and so on).

Table 1-65 shows an example scenario.

In this scenario, if you use the Add or Remove Programs window to uninstall a feature from “BMC Remedy Action Request System 7.5.00 Install 1,” all of the features installed in C:\A are listed (BMC Remedy User, BMC Remedy Mid Tier, and BMC Remedy Email Engine). You can select one or more of the features that you want to uninstall. If you select some (but not all) of the installed features, “BMC Remedy Action Request System Install 1” remains in the Add or Remove Programs window after you uninstall the selected features. If you select all of the features, “BMC Remedy Action Request System 7.5.00 Install 1” is removed entirely.

So that you know the installation to which a client belongs, the options in the Start menu are also numbered—for example:

Start > All Programs > BMC Software > AR System 1 > BMC Remedy User

If installed, the client tools appear in the Start > All Programs menu as follows:

BMC Remedy User

BMC Remedy Alert

BMC Remedy Developer Studio

BMC Remedy Data Import

BMC Remedy Mid Tier Configuration Tool

Table 1-65: Example installation of multiple instances

Destination folder Feature Add or Remove Programs entry

C:\A BMC Remedy User BMC Remedy Action Request System 7.5.00 Install 1

C:\A BMC Remedy Mid Tier BMC Remedy Action Request System 7.5.00 Install 1

C:\A BMC Remedy Email Engine BMC Remedy Action Request System 7.5.00 Install 1

C:\B BMC Remedy User BMC Remedy Action Request System 7.5.00 Install 2

C:\B AR System server BMC Remedy Action Request System 7.5.00 Install 2

C:\B BMC Remedy Mid Tier BMC Remedy Action Request System 7.5.00 Install 2

C:\C AR System server BMC Remedy Action Request System 7.5.00 Install 3


Patch 001

NOTE Patch 001 introduces the numbering system. If you have AR System features already installed, and you run the patch 001 installer to install another instance of AR System in a new directory, the original 7.5.00 installation will not contain a number in the Add or Remove Programs window and the Start menu, and the new installation will contain a number (for example, “Install 2” in the Add or Remove Programs window or “AR System 2” in the Start menu).

Changes to the installer for the Oracle databaseIn the original AR System 7.5.00 suite installer, you could enter only the Oracle SID Name in the AR System Server DB Instance Name field. Additionally, the Oracle connection identifier and the Oracle SID name in tnsnames.ora file had to be the same.

The AR System 7.5.00 suite installer now enables you to enter the Oracle connection identifier and the Oracle SID name or Oracle service name (see Figure 1 on page 96). This change ensures that you can connect to the database and complete the installation successfully.

Figure 1: New Oracle fields in installer

Updates to cache persistenceTemporary cache persistence was introduced in BMC Remedy Mid Tier 7.5.00 and BMC Remedy Mid Tier 7.1.00 patch 006. Temporary cache persistence is similar to regular cache persistence except that when the mid tier is stopped, temporary cache is cleaned up, but regular cache remains.


Patch 001

In version 7.5.00 patch 001, when you select or clear the Enable Cache Persistence check box on the Cache Settings page of the BMC Remedy Mid Tier Configuration Tool, it is highly recommended (but not required) that you restart the mid tier under the following circumstances:

When regular cache persistence was disabled previously and is now enabled. (Temporary cache persistence is then automatically disabled.)

When regular cache persistence was enabled previously and is now disabled. (Temporary cache persistence is then automatically enabled.)

NOTE In earlier versions, you had to manually disable or enable temporary cache persistence by modifying the config.properties file after the mid tier was stopped.

The two cache persistence configurations are mutually exclusive. For example, if temporary persistence is on, regular persistence is off.

For more information about cache persistence, see the BMC Remedy Action Request System 7.5.00: BMC Remedy Mid Tier Guide.

Change to default configuration of preload threads in 64-bit serversIn the 7.5.00 release, the Preload Tables Configuration option was turned off by default for all server platforms. Beginning with patch 001, this option is now turned on by default for 64-bit (UNIX or Linux) servers, with the following settings:

Preload Tables at Init Only—No (unchanged)

Number of Preload Threads—20

Number of Preload Segments—300

See the Configuration Guide:

For information about how this option can improve server performance, see “The Preload Tables Option” on page 163.

For information about how to configure this option, see “Server Information—Advanced Tab” on page 124.

To disable this option, set Number of Preload Threads to 0.

This option remains turned off by default for Windows servers.

NOTE If you apply patch 001 to an existing 7.5.00 AR System server, the new settings are applied if you did not previously configure the Preload Tables option. If you apply the patch to an existing 7.5.00 AR System server where Preload Tables is already configured, the patch installation does not change the configured settings.


Patch 001

Updates to the config.properties fileNew properties were added to the BMC Remedy Mid Tier configuration file (config.properties) so that “actors” (user-to-form view mappings in an AR System application) can be stored in the cache. The patch installer adds these properties to the config.properties file, and maintains all configuration options that you have set.

For example, in BMC Atrium CMDB, a user named Demo can be associated with an “actor” called defaultActor. The defaultActor can be mapped to the Default Admin View of the CMDB Console form that is part of the BMC Atrium CMDB application. This mapping is stored in the ActorView caches.

The new properties are:

arsystem.ehcache.referenceMaxElementsInMemoryWeight. actorViews=0.32

The arsystem.ehcache.referenceMaxElementsInMemory property multiplies this property to determine the maximum number of elements allowed in memory for the ActorViews cache.

If arsystem.ehcache.referenceMaxElementsInMemory is not specified, arsystem.ehcache.referenceMaxElementsInMemoryWeight.actorViews has no effect, and the arsystem.ehcache.maxElementsInMemory property takes precedence.

arsystem.ehcache.referenceMaxElementsInMemoryWeight. actorViewsMapping=0.32

The arsystem.ehcache.referenceMaxElementsInMemory property multiplies this property to determine the maximum number of elements allowed in memory for the ActorViewsMapping cache.

If arsystem.ehcache.referenceMaxElementsInMemory is not specified, arsystem.ehcache.referenceMaxElementsInMemoryWeight.actorViewsMapping has no effect, and the arsystem.ehcache.maxElementsInMemory property takes precedence.

Updates to using FTS in a server groupFor Full Text Search (FTS) index creation to work properly in a server group environment, install SearchServer in the same directory structure on all of the nodes that can create indexes so that the nodes can access the stop word file (fultext.stp in the SearchServer configuration directory) by using an identical path name. Full text indexes are created on the node where the Administration operation is running when you configure a field definition for full text indexing or when a complete re-index is done. It is possible to create a full text index on a non-Administration node in the rare case that pending full text indexing tasks failover to another server.

In a multi-operating-system platform server group, restrict the nodes that are eligible to create indexes to those that can have a compatible directory path specified for the SearchServer configuration directory.


Patch 001

When configuring FTS for servers in a server group on UNIX, follow the steps in the Installation Guide, and then complete the following steps:

Step 1 Modify the AR System server startup script (ARSystemServerInstallDir/bin/arsystem) to point the FULHOME variable to the SearchServer home directory and append /bin64/ssenv64.sh to the SearchServer61's home directory for the FTSPROFILE variable. For example:

FULHOME=/usr/Hummingbird/SearchServer61FTSPROFILE=/usr/Hummingbird/SearchServer61/bin64/ssenv64.sh

Step 2 Create a fultext directory in the SearchServer home directory, and copy the fultext.stp file from the primary SearchServer installation directory.

Addition to EmailDaemon.propertiesThe email engine intermittently stopped processing outgoing messages due to SMTP timeout. To fix this issue, the following new property was introduced:

com.bmc.arsys.emaildaemon.SMTPTimeout

This property specifies whether to wait before canceling a connection attempt and generating an error. In case of an SMTP timeout, the email engine waits for the timeout interval and then marks the queued message as error. SMTPTimeout is not used by default. If you want the email engine to use this property, you must add it to EmailDaemon.properties and set its value to true. If you add the property but do not specify a value, it is considered as false.

SW00315645 was used to track this change.




SW00295862SW00296312

If you installed the AR System server without installing BMC Remedy Developer Studio, and subsequently ran the installer again to install BMC Remedy Developer Studio on the same computer, the installation could fail.

SW00304539 Problems occurred while exporting flashboard definitions from the command prompt.

Note: Importing and exporting flashboards from the command prompt is now supported by using the -fb, -fa, and -fv parameters.

SW00308445 After installing AR System, if you further installed some AR System features in a different directory, those features were not populated in the Add or Remove Programs window.

Note: See “Installing multiple instances of AR System on one computer” on page 94.

SW00311300 The AR System suite installer failed on Windows 2008.

SW00313429 If a user manually deleted AR System server 7.5.00 binaries and runs the 7.5.00 installer again, the deleted binaries were not replaced.

SW00314550 When installing AR System 7.5.00, the Installation preview panel did not display the languages that were selected.


Patch 001

SW00314707 The AR System Servers List panel displayed incorrect RPC port values.

SW00314822SW00317773

AR System server 7.5.00 could not be installed with DB2 with the Overwrite option, because the same container name could not be reused.

SW00315851 If you used a DB2 9.5 server to install the AR System server with a DB2 9.1 client, you could not run a local installation of the AR System server. You had to run a remote installation with the DB2 9.1 client on a remote computer. The DB2 9.1 server did not have this restriction; you could run the installation locally.

Note: With patch 001, you can use a DB2 9.5 server to install the AR System server locally with a DB2 9.1 client. When connecting from a DB2 9.1 client to a local or remote DB2 9.5 server:

Make sure that you have the DB2 9.1 Fixpack 3a client.In case of a non-Unicode AR System server installation, make sure that the appropriate LANG and LC_ALL variables are set in the userprofile file for DB2 9.1 client owner. For example, if the AR System server installation is Japanese non-Unicode on Solaris and the client instance owner is db2inst9, set the following values in userprofile:LANG=ja_JP.eucJPLC_ALL=ja_JP.eucJPexport LANG LC_ALL

SW00315872 The suite installer could not detect whether the previous AR System server installation was a Unicode instance.

SW00315921 On the suite installer screen, the SNMP field was not aligned to the left side.

SW00316494 In the original release of AR System 7.5.00, when you upgraded to version 7.5.00 in an environment with a 32-bit version of BMC Atrium CMDB, there was a point during the upgrade process where 32-bit binaries for BMC Atrium CMDB coexisted with the recently upgraded 64-bit binaries for AR System. Because 32-bit binaries are not compatible with 64-bit binaries, attempts by the server to load the BMC Atrium CMDB binaries failed and resulted in error messages.The error messages disappeared after the upgrade to the 64-bit BMC Atrium CMDB 7.5.00 was complete.

SW00316551SW00316732

Installing AR System 7.5.00 with Oracle failed when the SID and Connection Descriptor values did not match.

Note: See “Changes to the installer for the Oracle database” on page 96.

SW00317495 When upgrading AR System 7.1.00 to version 7.5.00 on Linux RHEL 4.0 (64-bit) with a remote Oracle 10gR2 Unicode database in the BMC Remedy ITSM environment, errors were written to arerror.log.

Note: The ARERR 8756 error no longer occurs while loading a plug-in, and the upgrade is successful.

SW00317535 Multiple instances of the ARERR 33 error occurred when upgrading AR System server 7.1.00 to version 7.5.00 on Solaris 10 system with Oracle 10g, with all features selected.

SW00318050 BMC Remedy Developer Studio was not being added to the AR System Registry.

SW00318302 The AR System database password was being displayed in the suite installation logs.

SW00318985 A silent installation of AR System failed, after an error about the BMC_DATABASE_ORACLE_CONNECTION_DESCRIPTOR parameter was encountered.




Patch 001


SW00319486 When using the AR System suite installer for a second time (irrespective of whether the installation was successful at the first attempt) the Data View list was not displayed on the Localized Views and Data panel.

SW00319838 When installing multiple instances of AR System, warning messages about overwriting BMC Remedy Mid Tier and BMC Remedy Flashboards were displayed in the Installation preview panel.

SW00322730 The AR System patch number was being displayed beside its entry in the Add or Remove Programs window.





SW00296801 The arsys_api.xml file was not being loaded at the time of Java plug-in server installation.

SW00297662 Several issues regarding missing validations occurred when installing multiple instances of AR System server.

SW00299418 The database consistency checker did not check for inconsistencies in indexes.

SW00314260 If the base forms for a join form were swapped, its corresponding audit form still retained the old setup. This resulted in users not being able to add a field to the join form.

SW00314455 The API log contained a +GCE entry but no -GCE entry.

SW00314690 The database consistency checker utility was aborted when checking a large AR System server database with BMC Remedy ITSM.

SW00314938 The database consistency checker generated logs that were not clean (for example, you could see “Unrecognized data type” errors), but you could ignore the errors.

SW00315093 No relationship was referenced for a table field defined in an Call Guide active link action.

SW00315249 If the argument to $PROCESS$ command in a workflow action contained the $PROCESS$ string, BMC Remedy Developer Studio threw a null pointer exception.

SW00315542 When sent as UTF-8 characters to a non-Unicode Polish AR System server with a Polish Oracle database, the Polish characters A, a, Z, z, S, and s were corrupted.

SW00315905 An FTS search failed when performing a search on a form that contained WEIGHT fields.

SW00315978 An attempt to upgrade from AR System server 7.0.01 (as non-root user) to version 7.5.00 failed.

SW00316394 arsignald used arfork.log instead of arsignald.log.

SW00316509 The retrieveTotalMatches parameter in the getListSQL Java API call was not working.

SW00316527 SNMP did not work properly on Windows.

SW00316553 An RPC call timeout occurred, only on Oracle, when the getListSql Java API call requested numMatches with partial row set.

SW00316750 The Report plug-in caused the Plug-in Server to fail.

SW00316904 An HTTP 401 error occurred when trying to consume a web service protected by HTTP basic authentication.


Patch 001

SW00316961 The SWLM-IT6.1 Term, Status, and Status Reason data was displayed incorrectly in BMC Remedy User reports: alias values of Selection field were not displayed correctly.

SW00317304 The AR System server stopped responding when running tests on a vendor temp table on Sybase.

SW00317360 The AR System server could not be installed with Informix.

SW00317530 The AR System server failed while importing large def files when there was insufficient disk space.

SW00317534 AR System 7.0.01 failed to manage XML responses from third-party publishers.

SW00317581 The service action did not send fields that were not part of the transaction.

SW00317665 If a filter action associated with a delete operation was designed to update a record by using a Push Fields action, the record could not be deleted.

SW00317666 Sometimes two arserverd processes began, instead of one, upon issuing arsystem start on HP-UX running on Itanium.

SW00317738 The ARERR 8939 AR System Plug-in Server error occurred during a fresh installation of Atrium Core on AIX.

SW00317789 AR System failed on 64-bit Windows 2003 during BMC Atrium upgrade with the BMC Remedy ITSM suite.

SW00317930 The arhgid utility issued the ARERR 552 error while changing form IDs on Microsoft SQL Server databases. However, all forms-related renaming actions were performed properly.

SW00317946 Supplying more than 1 MB of data to an unlimited Character field on DB2 caused the database server to return an error and locked the associated table. The table could not be accessed until the database administrator cleared the lock.

SW00318005 armonitor imposed a very low limit (approximately 1 KB) on the command line values read from armonitor.conf or armonitor.cfg.

SW00318261 Instances of the email engine instances in server groups could not process messages.

Note: In a server group, an email engine instance without a valid ranking value runs in the suspended mode.

SW00318386 In a BMC Atrium installation, importing a def file by using arimport sometimes returned a duplicate index warning.

SW00318464 When upgrading BMC Atrium with BMC Remedy ITSM (QUAD) on 64-bit Windows 2003, the AR System Plug-in Server failed.

SW00318808 Assignment parsing failed when the field name contained a period (.).

SW00318990 BMC Remedy Alert failed intermittently after generating the error “Connect select call failed with error 22.”

SW00319019 Qualification parsing failed when the qualification contained a field name with a period (.).

SW00319389 The AR System server failed a with Get Multiple Active Links (GMAL) call when data in the AR System tables was inconsistent.

SW00319650 The AR System server did not attempt to reconnect to the Oracle database after the ORA-12523 error occurred.

SW00319657 On Informix, creating or modifying a form that contained currency fields did not generate the appropriate view, because the currency field names whose lengths approached the database column limit did not generate unique column names in the SQL view associated with the form.




Patch 001


SW00319776 On AIX, arserverd failed due to a malloc failure when its disk utilization reached 1.8 GB.

SW00319879 If the Registry Location information was not available, a null pointer exception statement was recorded in the Java Plug-in Server log (INFO level).

SW00320194 Qualifications with TR or DB currency fields could not be saved.

SW00320634 On AR System server 7.1.00 patch 004, setting Full-Text-Search-Threshold-High: 0 caused a performance issue and returned the ARERR 93 error.

Note: Workflow queries involving FTS indexed fields might return the ARERR 674 error, or might not return results to the client before the timeout expires, if they involve many fields and qualify a lot of records.

SW00321015 When the ARERR 43 error occurred for a bad menu definition, insufficient information was recorded in the error log.

SW00321284 In the BMC Atrium environment, a dynamic join query did not return the expected results when it contained a nested query and the maximum number of retrievals was defined.

SW00321665 The ARERR 8760 error occurred when BMC Remedy Mid Tier 7.1.00 failed to open the AR System Administration: Server Information form on a 7.5.00 AR System server.

SW00322955 Memory leaks occurred in the AR System server with Oracle when using the preload threads option.





SW00314273 The appearance of BMC Remedy Approval Central (Approval Central) was not consistent between the EN locale and other locales.

SW00314932 The database consistency checker reported a warning, “Field ID is not related to this form,” for approval server forms.

SW00315139 The flowchart views generated by using Visualizer did not display the date and time values properly on the Thai locale.

SW00315620 The flowchart view was not generated correctly for a request.

SW00316691 An attempt to upgrade to the version 7.5.00 of the approval server failed because of a performance issue.

SW00317858 The Activity Log did not list comments when the application source ID was mapped to a field other than the request ID ({$1$}).

SW00317942 The Response button in the Approval Request Summary section was not visible on the Japanese locale.

SW00319057 Setting the full names of users to the appropriate signature lines caused a performance issue when upgrading to version 7.5.00 of the approval server.


Patch 001

BMC Remedy Assignment EngineThis patch does not include any resolved issues for the assignment engine, but the binaries were updated due to dependencies on other features. The time stamps for these binaries differ from those delivered in the 7.5.00 release.


BMC Remedy Data ImportThe following issue was resolved in patch 001.

SW00315661—When importing records, BMC Remedy Data Import also imported invalid attachments, because it could not detect whether the attachments being referred to were available on the local system.


Resolved issuesTable 1-69: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 001


SW00313184 If you used BMC Remedy Developer Studio and ran JDK 1.6 on a computer with a German locale, you received an error message when you saved a workflow action that included the date in the qualification. The workaround was to use JDK 1.5.

SW00317684 In BMC Remedy Developer Studio, if you changed the Display Type field property from Splitter to Collapsible and you modified the Initial Size field property to a number larger than the original splitter's maximum size, an error occurred.

SW00318784 Importing object definitions in BMC Remedy Developer Studio failed if the definition file did not contain a Data Visualization Definition (DVD).

Note: A workaround is to append a single DVD (for example, a flashboard) to the definition file.

SW00319328 A field specified as an input value of a filter API plug-in in a Set Field Action could not be modified after it was saved.

SW00320472 The Open Window action did not allow users to enter a destination file name after selecting File from the list.

SW00320973 Changing an existing Open Window Action Type did not clear the previous properties, such as the query, which was not required for the new type but was defined for the original type. This created issues for the save operation.


Patch 001





SW00314204 The email engine had a potential performance issue, because message creation was delayed because of the message queue synchronization.

SW00315247 When emailstart.bat was used to run the email engine, logging information was written to stdout.log instead of being displayed on the console.

SW00315943 There was delay in the process of creating a new incident based on incoming mail.

SW00318113 The email engine converted email attachments from .msg to .txt.



SW00311263SW00312045SW00317331

Users could not access the BMC Atrium CMDB 2.1.00 CI Relationship Viewer from BMC Remedy Mid Tier 7.5.00, because the AR System 7.1.00 binaries needed by the CI Relationship Viewer were not included with BMC Remedy Mid Tier 7.5.00. The workaround was to copy the appropriate binaries into the mid tier directory.

Note: This problem is corrected in AR System 7.5.00 patch 001. The installer now installs these binaries for compatibility with BMC Atrium CMDB 2.1.00, so you do not need to copy them manually.

SW00313755 On Windows with JBoss: With version 7.5.00 of the mid tier, after you uninstalled the mid tier, you could still connect to the mid tier, and files were not deleted. The workaround was to stop the mid tier and delete the mid tier folder.

Note: With patch 001, most files are deleted and the mid tier no longer runs after uninstalling. However, if JBOSS is still running, a few files still remain in the arsys.war path.

SW00315415 Errors were reported when using SRMS with BMC Remedy Mid Tier 7.5.00.

SW00315433 The Change Field action did not correctly set a URL when updating a Text Trim field in a browser.

SW00315728 The tree control in a fill layout panel did not work correctly in Internet Explorer.

SW00315894 The mid tier reported a null pointer error when loading a form that referenced a template, and the template was not present.

SW00315903 Some versions of Internet Explorer were not able to correctly load data from applications, such as BMC Remedy Service Request Management, that use the Data Visualization plug-in.

SW00316746 When installing BMC Remedy Mid Tier with Tomcat and IIS on a computer where Tomcat was already installed, Tomcat was unable to start after the installation due to an incorrect path.

SW00318047 After installing BMC Remedy Mid Tier with IIS, BOXI web services extensions were missing from the IIS manager.

SW00318233 When you created an AR System report in a browser, the report included the Status History field even though it was not added to the report.

SW00318977 BMC Remedy Flashboards did not display data obtained through a custom qualification.


Patch 001


SW00319339 The mid tier login did not work after installing BMC Remedy Mid Tier on Windows for the Simplified Chinese, Japanese, and Korean operating systems, if the installed path included double-byte characters.

SW00319463 An XSS vulnerability could occur when accessing the mid tier through Internet Explorer.

SW00320200 After installing BMC Remedy Mid Tier and Tomcat 6.0, Tomcat repeatedly restarted due to memory errors.

SW00320207 A thread creation problem caused a Java memory error.

SW00320291 A report generated by an active link did not run in a browser but did work when run from BMC Remedy User.

SW00320866 The ARERR 3600 internal error occurred when running an embedded report in a browser, and the report was not created.

SW00321293 The Tomcat service was not removed after uninstalling BMC Remedy Mid Tier and Tomcat.

SW00322571 The Level Choice execution option did not always fire when selecting nodes, subnodes, and leaves of a tree in a browser.

SW00322722 The mid tier did not display the scroll bar when a string in Vertical Nav Bar was too long.

SW00322808 On Internet Explorer 7, the view field in a splitter panel appeared shrunken.

SW00323064 The AR System User Application Actor form did not work as expected in a localized environment.

SW00323622 On Firefox only—If you performed a search on a form that had a table field with the Refresh on Entry Change property selected, an exception error occurred.





SW00310448 Even though ODBC was not selected for installation, the arodbc75.dll file was copied into the user’s directory. If ODBC was selected, the arodbc75.dll file was copied into two locations instead of one.

SW00314848 Uninstalling BMC Remedy User did not remove all the appropriate files (for example, InstalledConfiguration.xsd).

SW00315396 Even though only English was selected, the client installer installed message catalogs for all supported languages.

SW00316351 Duplicate Start menu items were created for BMC Remedy User, BMC Remedy Alert, and BMC Remedy Developer Studio.

SW00316404 Even though an instance of BMC Remedy User was already running on the system, the suite installer allowed users to install BMC Remedy User.

SW00316867 The Start menu options BMC Remedy User Help and BMC Remedy Alert Help on non-English locales pointed to the English version instead of the localized help.

SW00317822 BMC Remedy User displayed incorrect data in the list view and cell-based table fields.

SW00322093 Opening the License Certificate wizard caused BMC Remedy User to fail.


Cumulative lists of updated files

Cumulative lists of updated filesThis section lists all the files that were changed between version 7.5.00 of the AR System product and its latest patch. Files updated for the following features are listed here:







AR System serverThe AR System server files are located in the patchDownloadDir/server/ directory. Table 1-73 lists all the directories and files within that location.

Table 1-73 uses variables to represent the following directories:


unixLocale—represents C, de, de.UTF-8, en.UTF-8, es, es.UTF-8, fr, fr.UTF-8, it, it.UTF-8, ja, ja.UTF-8, ko, ko.UTF-8, pt, pt.UTF-8, ru, ru.UTF-8, zh, and zh.UTF-8

SW00323002 If you switched between columns within a table, the sort marks were not being refreshed.

SW00323110 BMC Remedy User did not pick templates according to the locale.

Note: See “Patch 004” on page 66.



Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 1 of 11)


All platforms

./Allplatforms/def/locale/BusinessTimeSegment_view.def

Note: This file does not pertain to en; it has not been updated for ja, and is newly added for pt_BR.

On Windows:ARSystemServerInstallDir\Arserver\ systemforms\locale\On UNIX:ARSystemServerInstallDir/systemforms/locale/



./Allplatforms/def/en/AdminPref.defFlashboardObject.def

On Windows:ARSystemServerInstallDir\Arserver\ installforms\en\On UNIX:ARSystemServerInstallDir/installforms/en/

./Allplatforms/def/en/ARRegistry.defBusinessTimeEntityAssoc.defBusinessTimeSegment.defLicenses.def

On Windows:ARSystemServerInstallDir\Arserver\ systemforms\en\On UNIX:ARSystemServerInstallDir/systemforms/en/

./Allplatforms/def/pt_BR/AlertList_view.defGroup_view.defHomePage_view.defreportforms_view.defreportvendor_view.defUser_view.defUserPasswordChange_view.defUserPref_view.def

On Windows:ARSystemServerInstallDir\Arserver\ installforms\pt_BR\On UNIX:ARSystemServerInstallDir/installforms/pt_BR/

./Allplatforms/def/pt_BR/BusinessTimeEntityAssoc_view.defBusinessTimeHolidays_view.defBusinessTimeSharedEntity_view.defBusinessTimeSharedEntityAssocJoin_view.defBusinessTimeWorkdays_view.defSHARE%Application_Interface_view.def

On Windows:ARSystemServerInstallDir\Arserver\ systemforms\pt_BR\On UNIX:ARSystemServerInstallDir/systemforms/pt_BR/

Windows


ARSystemServerInstallDir\arserver.exeFor more information, see the relevant manual upgrade procedure for a patch.





./winnt/bin/armonitor.exearplugin.exearsvcdsp.exeportmap.exerunmacro.exeServerds.exearsnmpd.exe


./winnt/bin/driver.exe ARSystemServerInstallDir\Arserver\api\ driver\

./winnt/lib/ardbcconf.dllreportplugin.dllarcatalog_winntLocale.dll (non-Unicode)

Note: winntLocale represents de, eng, es, fr, it, jpn, ko, pt, rus, and zh

arcatalog_winntLocale_W.dll (Unicode)


./winnt/lib/arapi75.jararxmlutil75.dll

ARSystemServerInstallDir\Arserver\api\ lib\andARSystemServerInstallDir\pluginsvr\

./winnt/lib/arapi75.dll ARSystemServerInstallDir\andARSystemServerInstallDir\Arserver\api\ lib\andARSystemServerInstallDir\pluginsvr\

./winnt/lib/arapiext75.jar ARSystemServerInstallDir\Arserver\api\ lib\

./winnt/lib/ardoc75.jar ARSystemServerInstallDir\Arserver\api\ javaplugins\andARSystemServerInstallDir\Arserver\api\ lib\

./winnt/lib/arealdap.dllareahub.dll

ARSystemServerInstallDir\arealdap\andARSystemServerInstallDir\Arserver\api\ area\ldap\winnt\





./winnt/lib/arpluginjni75.dll ARSystemServerInstallDir\pluginsvr\andARSystemServerInstallDir\Arserver\ plugins\pluginjni\

./winnt/lib/arpluginsvr75.jar ARSystemServerInstallDir\pluginsvr\

./winnt/lib/arutl75.dll ARSystemServerInstallDir\andARSystemServerInstallDir\arealdap\andARSystemServerInstallDir\Arserver\api\ lib\andARSystemServerInstallDir\pluginsvr\

./winnt/lib/arutiljni75.dllwebsvcjava75.jar

ARSystemServerInstallDir\pluginsvr\

./winnt/lib/FlashboardAgent.jar ARSystemServerInstallDir\

./winnt/lib/FlashboardObject.dll ARSystemServerInstallDir\

./winnt/lib/javadriver.jar ARSystemServerInstallDir\Arserver\api\ lib\

./winnt/lib/ServerAdmin.dll ARSystemServerInstallDir\andARSystemServerInstallDir\Arserver\ plugins\serveradmin\winnt\

./winnt/lib/ssoldap.dll ARSystemServerInstallDir\Arserver\ plugins\ssoldap\winnt\

./winnt/lib/Visualizer.jar ARSystemServerInstallDir\Arserver\ installforms\en\

./winnt/lib/WebService.dll ARSystemServerInstallDir\Arserver\api\ arfilterapi\WebService\

./winnt/lib/websvc75.jar ARSystemServerInstallDir\


./unixPlatform/db2_db/arservdb2or./unixPlatform/inf_db/arservinfor./unixPlatform/ora_db/arservoraor./unixPlatform/syb_db/arservsyb

Note: Informix and Sybase are not supported on Linux.

ARSystemServerInstallDir/bin/arserverdFor more information, see the relevant manual upgrade procedure for a patch.





./unixPlatform/bin/arservdsdarmonitorarpluginarsnmpdarsvcdsprunmacrowebsvc75.jar


./unixPlatform/api/lib/arapi75.jararapiext75.jarjavadriver.jar


./unixPlatform/api/lib/arpluginsvr75.jarwebsvcjava75.jar

ARSystemServerInstallDir/pluginsvr/

./unixPlatform/api/lib/FlashboardAgent.jar

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/flashboards/

./unixPlatform/api/lib/portmap.jar ARSystemServerInstallDir/pluginsvr/

./unixPlatform/api/lib/Visualizer.jar ARSystemServerInstallDir/installforms/en/

./unixPlatform/doc/ardoc75.jar ARSystemServerInstallDir/api/doc/

./unixPlatform/locale/C/arsystem.cat ARSystemServerInstallDir/locale/C/

./unixPlatform/locale/en.UTF-8/arsystem.cat

ARSystemServerInstallDir/locale/ en.UTF-8/

./unixPlatform/samples/driver/driver ARSystemServerInstallDir/bin/

AIX

./aix/bin/libar.alibari75_aixp64.alibarxmlutil.alibarxmlutil_aixp64.a


./aix/bin/libar_aixp64.a ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/bin/

./aix/bin/libarjni75.a ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/pluginsvr/





./aix/bin/libarcrypto.alibarcrypto_aixp64.alibwebservice.a

Note: The libwebservice.a file is no longer required in patch 004 or later.

reportplugin.a


./aix/bin/libarutiljni75.a ARSystemServerInstallDir/pluginsvr/

./aix/plugins/ardbcldap/aix/ardbcldap.a ARSystemServerInstallDir/ardbcldap/

./aix/plugins/arealdap/aix/arealdap.a ARSystemServerInstallDir/arealdap/

./aix/plugins/ardbcconf/aix/ardbcconf.a ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/aix/

./aix/plugins/areahub/aix/areahub.a ARSystemServerInstallDir/arealdap/andARSystemServerInstallDir/plugins/areahub/aix/

./aix/plugins/FlashboardObject/aix/FlashboardObject.a

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/FlashboardObject/aix/

./aix/plugins/pluginjni/aix/libarpluginjni75.a

ARSystemServerInstallDir/plugins/pluginjni/aix/andARSystemServerInstallDir/pluginsvr/

./aix/plugins/serveradmin/aix/ServerAdmin.a

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/aix/

./aix/plugins/ssoldap/aix/ssoldap.a ARSystemServerInstallDir/plugins/ssoldap/aix/

HP-UX

./hpux/bin/libar.sllibari75_hppa64.sllibarxmlutil.sllibarxmlutil_hppa64.sl


./hpux/bin/libar.sllibar_hppa64.sl






./hpux/bin/libarjni75.sl ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/pluginsvr/

./hpux/bin/libarcrypto.sllibarcrypto_hppa64.sllibwebservice.sl

Note: The libwebservice.sl file is no longer required in patch 004 or later.

reportplugin.sl


./hpux/bin/libarutiljni75.sl ARSystemServerInstallDir/pluginsvr/

./hpux/plugins/ardbcconf/hpux/ardbcconf.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/hpux/

./hpux/plugins/ardbcldap/hpux/ardbcldap.sl


./hpux/plugins/areahub/hpux/areahub.sl ARSystemServerInstallDir/arealdap/andARSystemServerInstallDir/plugins/areahub/hpux/

./hpux/plugins/arealdap/hpux/arealdap.sl


./hpux/plugins/FlashboardObject/hpux/FlashboardObject.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/FlashboardObject/hpux/

./hpux/plugins/pluginjni/hpux/libarpluginjni75.sl

ARSystemServerInstallDir/plugins/pluginjni/hpux/andARSystemServerInstallDir/pluginsvr/

./hpux/plugins/serveradmin/hpux/ServerAdmin.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/hpux/

./hpux/plugins/ssoldap/hpux/ssoldap.sl ARSystemServerInstallDir/plugins/ssoldap/hpux/






./hpia64/bin/libari75_hpia64.sllibarxmlutil_hpia32.sllibarxmlutil_hpia64.sl


./hpia64/bin/libar_hpia32.sllibar_hpia64.sl


./hpia64/bin/libarjni75_hpia32.sl ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/pluginsvr/

./hpia64/bin/libarcrypto_hpia32.sllibarcrypto_hpia64.sllibwebservice_hpia32.sl

Note: The libwebservice_hpia32.sl file is no longer required in patch 004 or later.

reportplugin.slreportplugin_hpia32.sl


./hpia64/bin/libarutiljni75_hpia32.so ARSystemServerInstallDir/pluginsvr/

./hpia64/plugns/ardbcldap/hpia32/ardbcldap.sl


./hpia64/plugins/arealdap/hpia32/areahub_hpia32.sl

ARSystemServerInstallDir/arealdap/andARSystemServerInstallDir/plugins/areahub/hpia32/

./hpia64/plugins/arealdap/hpia32/arealdap.sl

ARSystemServerInstallDir/arealdap/andARSystemServerInstallDir/plugins/arealdap/hpia32/

./hpia64/plugins/ardbcconf/hpia32/ardbcconf.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/hpia32/

./hpia64/plugins/serveradmin/hpia32/ServerAdmin.sl

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/hpia32/





Linux

./linux/bin/libar.solibar_lx64.solibari75_lx64.solibarxmlutil.solibarxmlutil_lx64.so


./linux/bin/libar.solibar_lx64.so


./linux/bin/libarjni75.so ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/pluginsvr/

./linux/bin/libarcrypto.solibarcrypto_lx64.solibwebservice.so

Note: The libwebservice.so file is no longer required in patch 004 or later.

reportplugin.so


./linux/bin/libarutiljni75.so ARSystemServerInstallDir/pluginsvr/

./linux/plugins/ardbcconf/linux/ardbcconf.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/ardbcconf/linux/

./linux/plugins/ardbcldap/linux/ardbcldap.so


./linux/plugins/areahub/linux/areahub.so

ARSystemServerInstallDir/areahub/andARSystemServerInstallDir/plugins/areahub/linux/

./linux/plugins/arealdap/linux/arealdap.so

ARSystemServerInstallDir/arealdap/andARSystemServerInstallDir/plugins/arealdap/linux/

./linux/plugins/FlashboardObject/linux/FlashboardObject.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/FlashboardObject/linux/





./linux/plugins/pluginjni/linux/libarpluginjni75.so

ARSystemServerInstallDir/plugins/pluginjni/linux/andARSystemServerInstallDir/pluginsvr/

./linux/plugins/serveradmin/linux/ServerAdmin.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/linux/

./linux/plugins/ssoldap/linux/ssoldap.so

ARSystemServerInstallDir/plugins/ssoldap/linux/

Solaris

./solaris/bin/libar.solibar_solsp64.solibari75_solsp64.solibarxmlutil.solibarxmlutil_solsp64.so


./solaris/bin/libar.solibar_solsp64.so


./solaris/bin/libarjni75.so ARSystemServerInstallDir/api/lib/andARSystemServerInstallDir/pluginsvr/

./solaris/bin/libarcrypto.solibarcrypto_solsp64.solibwebservice.so

Note: The libwebservice.so file is no longer required in patch 004 or later.

reportplugin.so


./solaris/bin/libarutiljni75.so ARSystemServerInstallDir/pluginsvr/



./solaris/plugins/areahub/solaris/areahub.so

ARSystemServerInstallDir/arealdap/andARSystemServerInstallDir/plugins/areahub/solaris/





Corrections in earlier patch documentsIn patch 001 and 002, the following files were wrongly mentioned as changed (they have now been removed from the relevant tables in this document):

In patches 002, 003, and 004, the patchDownloadDir/server/hpia64/plugins folder and the files within that location were incorrectly reported as updated; the folder and its contents should not exist. All the required plug-in files are located in the patchDownloadDir/server/hpia64/bin folder.

./solaris/plugins/FlashboardObject/solaris/FlashboardObject.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/FlashboardObject/solaris/

./solaris/plugins/pluginjni/solaris/libarpluginjni75.so

ARSystemServerInstallDir/plugins/pluginjni/solaris/andARSystemServerInstallDir/pluginsvr/

./solaris/plugins/serveradmin/solaris/ServerAdmin.so

ARSystemServerInstallDir/bin/andARSystemServerInstallDir/plugins/serveradmin/solaris/

./solaris/plugins/ardbcldap/solaris/ardbcldap.so


./solaris/plugins/arealdap/solaris/arealdap.so




./solaris/plugins/ssoldap/solaris/ssoldap.so

ARSystemServerInstallDir/plugins/ssoldap/solaris/



arcache arregistryplugin75.jar jlicapi75.dllarcache.exe arreload jlicapi75.jararchgid arreload.exe produseardist arsnmpd sampleardbc.jararjni75.dll arsnmptrap samplearea.jararlabel arsignal samplefilterapi.jararpluginsdoc.jar arsrv75.dll samplePluginDependency.jar

artext samplesrc.jar



BMC Remedy Approval ServerThe approval server files are located in the patchDownloadDir/approval/ directory. Table 1-74 lists all the directories and files within that location.




Table 1-74: Files updated in patch releases for version 7.5.00 of BMC Remedy Approval Server (Sheet 1 of 2)


All platforms

./files/def/en/VisModReg/Approval_0.jar approvalServerInstallDir/templates/en/VisModReg/

./files/def/en/AP%Detail-AdhocDetails1.defAP%Detail-Signature2.defAP%PendingApprovals1.defAP%PendingApprovals2.defAP%PendingApprovals2.xmlAP%PreviewInfo1.defAP%QuestCommentInfo1.defAP%QuestCommentInfo2.defAP%Reassign1.defAP%Reassign2.defAP%ShowDetail1.defAP%ShowDetail2.defAP%Signature1.defAP%Signature2.def

approvalServerInstallDir/templates/en/

./files/def/locale/AP%AdhocDialog_view.defAP%PendingApprovals_view.defAP%PreviewInfo_view.defAP%Show-Detail_view.def

Note: These files do not pertain to en.

approvalServerInstallDir/templates/locale/

./files/def/de/AP%Alternate_view.def approvalServerInstallDir/templates/de/

./files/def/it/AP%Alternate_view.def approvalServerInstallDir/templates/it/

./files/def/ja/AP%More_Information_view approvalServerInstallDir/templates/ja/



BMC Remedy Assignment EngineThe assignment engine files are located in the patchDownloadDir/assignment/ directory. Table 1-75 on page 120 lists all the directories and files within that location.

NOTE BMC Remedy Assignment Engine was not updated since patch 003. However, the time stamps of certain files might have changed due to dependencies on other updated files. See “BMC Remedy Assignment Engine” on page 51.

Table 1-75 uses unixPlatform to represent the aix, hpux, hpia32, linux, and solaris directories.

./files/def/pt_BR/AP%Admin-DeleteVerify_view.defAP%Alternate_view.defAP%Detail-Signature_view.defAP%Dtl-Sig-MoreInfoDialog_view.defAP%More_Information_view.defAP%Password_view.defAP%QuestionCommentInfo_view.defAP%Reassign_view.defAP%ShowDetail-DeleteVerify_view.defAP%Signature_view.defApproval_Central_view.def

approvalServerInstallDir/templates/pt_BR/

Windows

./files/winnt/arapprove.dllarapupgd.exearjoinfix.exe

approvalServerInstallDir\bin\


./files/unixPlatform/bin/arapprove.*arapupgdarjoinfix

Note: The arapprove.* extensions are as follows:

.a for AIX

.sl for HP-UX and HP-UX for Itanium


approvalServerInstallDir/bin/

Table 1-74: Files updated in patch releases for version 7.5.00 of BMC Remedy Approval Server (Sheet 2 of 2)




BMC Remedy Email EngineThe email engine files are located in the patchDownloadDir/email/ directory. Table 1-76 lists all the directories and files within that location.


platform—represents aix, hpux, linux, solaris, and winnt


Table 1-75: Files updated in patch releases for version 7.5.00 of BMC Remedy Assignment Engine


All platforms

./files/def/en/ASE%Assignment_Association_WF1.defASE%Assignment_Process_WF1.defASE%Assignment_Rules_WF1.defASE%Form_Information_WF1.def

On Windows:assignmentEngineInstallDir\Workflow\On UNIX:assignmentEngineInstallDir/workflow/

Windows

./files/winnt/apsvcae.exe assignmentEngineInstallDir\bin\

All UNIX platforms (AIX, HP-UX, Linux, Solaris)

./files/unixPlatform/bin/apsvcae assignmentEngineInstallDir/bin/

Table 1-76: Files updated in patch releases for version 7.5.00 of BMC Remedy Email Engine (Sheet 1 of 2)


All platforms

./files/platform/arapi75.jararmapi75.jararutil75.jaremaildaemon.jar


Windows

./files/winnt/arapi75.dllarjni75.dllarmapi75.dllarrpc75.dllarutiljni75.dllarutl75.dllarxmlutil75.dllemaild.exe

emailEngineInstallDir\


./files/unixPlatform/emaild.sh

Note: The use of emaild.sh varies depending on whether you are upgrading from release 7.5.00 to patch 001, or from patch 001 to a later patch.




AIX

./files/aix/libar.alibar_aixp64.alibari75_aixp64.alibarjni75.alibarutiljni75.alibarxmlutil.alibarxmlutil_aixp64.a


HP-UX

./files/hpux/libar.sllibar_hppa64.sllibari75_hppa64.sllibarjni75.sllibarutiljni75.sllibarxmlutil.sllibarxmlutil_hppa64.sl



./files/hpia32/libar.sllibar_hpia32.sllibar_hpia64.sllibarxmlutil.sllibarxmlutil_hpia32.sllibarxmlutil_hpia64.sl


Linux

./files/linux/libar.solibar_lx64.solibari75_lx64.solibarjni75.solibarutiljni75.solibarxmlutil.solibarxmlutil_lx64.so


Solaris

./files/solaris/libar.solibarjni75.solibarutiljni75.solibarxmlutil.solibarxmlutil_solsp64.so


Table 1-76: Files updated in patch releases for version 7.5.00 of BMC Remedy Email Engine (Sheet 2 of 2)




Corrections in earlier patch documentsThe rcmn75.dll file was wrongly mentioned in the updated files list for patch 001 and consequently in the cumulative updated files list through patch 003. However, the email engine does not use this file, so you can ignore its mention in this context.

BMC Remedy FlashboardsThe flashboards files are located in the patchDownloadDir/fbserver/ directory. Table 1-77 lists all the directories and files within that location.

NOTE BMC Remedy Flashboards was not updated for patch 007 and patch 008.

Table 1-77 uses platform to represent the aix, hpux, hpia32, linux, solaris, and winnt directories.

Table 1-77: Files updated in patch releases for version 7.5.00 of BMC Remedy Flashboards (Sheet 1 of 2)


All platforms

./files/platform/arapi75.jararapiext75.jarardoc75.jararutil75.jar

flashboardsServerInstallDir/

Windows

./files/winnt/arapi75.dllarjni75.dllarrpc75.dllarutiljni75.dllarutl75.dllarxmlutil75.dll

flashboardsServerInstallDir\

AIX

./files/aix/libar.alibar_aixp64.alibari75_aixp64.alibarjni75.alibarutiljni75.alibarxmlutil.alibarxmlutil_aixp64.a




BMC Remedy Mid TierBMC Remedy Mid Tier files are located in the patchDownloadDir/midtier/ directory. Table 1-78 lists all the directories and files within that location.

HP-UX

./files/hpux/libar.sllibar_hppa64.sllibari75_hppa64.sllibarjni75.sllibarutiljni75.sllibarxmlutil.sllibarxmlutil_hppa64.sl


./files/hpux/api/libarapi75.jararapiext75.jarardoc75.jararutil75.jar



./files/hpia32/libar_hpia32.sllibarjni75_hpia32.solibarutiljni75_hpia32.solibarxmlutil_hpia32.sl


Linux

./files/linux/libar.alibar.solibar_lx64.alibar_lx64.solibari75_lx64.solibarjni75.solibarutiljni75.solibarxmlutil.solibarxmlutil_lx64.so


Solaris

./files/solaris/libar.alibar.solibarjni75.solibarutiljni75.solibarxmlutil.so


Table 1-77: Files updated in patch releases for version 7.5.00 of BMC Remedy Flashboards (Sheet 2 of 2)





browser—represents ie (Internet Explorer), moz (Firefox), and saf (Safari)

unixPlatform—represents aix, hpux, linux, and solaris

Table 1-78: Files updated in patch releases for version 7.5.00 of BMC Remedy Mid Tier (Sheet 1 of 4)


All platforms

./files/allplatforms/LocalPlugins/Flashboard/Flashboard.jar

midTierInstallDir/LocalPlugins/Flashboard/

./files/allplatforms/LocalPlugins/Report/Report.jar

midTierInstallDir/LocalPlugins/Report/

./files/allplatforms/resources/browser/javascript/popups/Menu.jsMenuRTL.jsPopupSupport.jsSimpleTable.jsSimpleTableRTL.jswe.js

midTierInstallDir/resources/browser/javascript/popups/

./files/allplatforms/resources/browser/javascript/ClientCore.jsClientCoreAcc.jsClientCoreProf.jsClientCoreRTL.js

midTierInstallDir/resources/browser/javascript/

./files/allplatforms/resources/ie/stylesheets/ARSystem.css

midTierInstallDir/resources/ie/stylesheets/

./files/allplatforms/resources/moz/stylesheets/ARSystem.css

midTierInstallDir/resources/moz/stylesheets/

./files/allplatforms/resources/standard/images/DialogClose.gif

midTierInstallDir/resources/standard/images/

./files/allplatforms/resources/standard/javascript/timezone/

Note: See “Time-zone related files” on page 127.

midTierInstallDir/resources/standard/javascript/timezone/

./files/allplatforms/resources/standard/javascript/LocalizedMessages.jsLocalizedMessages_en.jsLocalizedMessages_pt_BR.js

midTierInstallDir/resources/standard/javascript/

./files/allplatforms/resources/standard/stylesheets/ARSystem.css

midTierInstallDir/resources/standard/stylesheets/

./files/allplatforms/resources/standard/swf/background.swf

midTierInstallDir/resources/standard/swf/

./files/allplatforms/samples/PluginEventCode.js

midTierInstallDir/samples/



./files/allplatforms/shared/config/config_add_arserver.jspconfig_cache_adv.jsp

midTierInstallDir/shared/config/

./files/allplatforms/shared/login.jsplogin_common.jspview_form.jspwait.jsp

midTierInstallDir/shared/

./html/SaveQuickReportPopup.html midTierInstallDir/resources/standard/html/

./files/allplatforms/WEB-INF/classes/config.propertiesLocalizedMessages.propertiesLocalizedMessages_en.propertiesLocalizedMessages_pt_BR.properties

midTierInstallDir/WEB-INF/classes/

./files/allplatforms/WEB-INF/lib/arapi70.jararapi75.jarARInterfaces70.jararutil70.jararutil75.jarARWebReportViewer.jarConfig.jarGraphPlugin.jarLogger.jarMidTier.jarReportCommon.jarslf4j-jdk14-1.5.8.jarslf4j-api-1.5.8.jarSupport.jarwebsvcjava75.jar


./files/allplatforms/WEB-INF/lib/ehcache-core-2.0.1.jar

midTierInstallDir/WEB-INF/lib/ehcache-core-1.2.4.jar





Windows

./files/winnt/arapi70.dllarapi71.dllarapi75.dllarcatalog_winntLocale.dll

Note: winntLocale represents de, eng, es, fr, it, jpn, ko, rus, and zh.

arjni70.dllarjni75.dllarodbc75.dllarrpc70.dllarrpc71.dllarrpc75.dllarutiljni70.dllarutiljni75.dllarutl70.dllarutl71.dllarutl75.dllicudtbmc32.dllmfc71.dllmsvcp71.dllmsvcr71.dllrcmn71.dll

midTierInstallDir\WEB-INF\lib\

All UNIX platforms (AIX, HP-UX for RISC, Linux, Solaris)

./files/unixPlatform/arapi70.jarardoc70.jararutil70.jarjlicapi70.jarlibari70.*libarjni70.*libarjni75.*libarutiljni70.*libarutiljni75.*libjlicapi70.*libjlicapi71.*

Note: The .* extensions are as follows:

.a for AIX

.sl for HP-UX



./files/unixPlatform/locale/C/arsystem.cat

midTierInstallDir/WEB-INF/lib/locale/C/





Time-zone related filesThe following files related to time zones were updated in patch 003:


./files/hpia32/arapi70.jarardoc70.jararutil70.jarjlicapi70.jarlibarjni70.solibarjni70_hpia32.solibarjni75_hpia32.solibarutiljni70.solibarutiljni70_hpia32.solibarutiljni75_hpia32.solibarxmlutil.sllibarxmlutil_hpia32.sllibjlicapi70.solibjlicapi70_hpia32.so


./files/hpia32/locale/C/arsystem.cat midTierInstallDir/WEB-INF/lib/locale/C/



AET.js Atlantic_Bermuda.jsAfrica_Cairo.js Atlantic_Faroe.jsAGT.js Australia_ACT.jsAmerica_Argentina_Buenos_Aires.js Australia_Adelaide.jsAmerica_Argentina_Catamarca.js Australia_Broken_Hill.jsAmerica_Argentina_ComodRivadavia.js Australia_Canberra.jsAmerica_Argentina_Cordoba.js Australia_Currie.jsAmerica_Argentina_Jujuy.js Australia_Eucla.jsAmerica_Argentina_La_Rioja.js Australia_Hobart.jsAmerica_Argentina_Mendoza.js Australia_LHI.jsAmerica_Argentina_Rio_Gallegos.js Australia_Lord_Howe.jsAmerica_Argentina_San_Juan.js Australia_Melbourne.jsAmerica_Argentina_Tucuman.js Australia_NSW.jsAmerica_Argentina_Ushuaia.js Australia_Perth.jsAmerica_Buenos_Aires.js Australia_South.jsAmerica_Campo_Grande.js Australia_Sydney.jsAmerica_Catamarca.js Australia_Tasmania.jsAmerica_Cordoba.js Australia_Victoria.jsAmerica_Cuiaba.js Australia_West.jsAmerica_Grand_Turk.js Australia_Yancowinna.jsAmerica_Havana.js BET.js


Where to get the latest product information

Where to get the latest product informationTo view the latest BMC product documents, see the Customer Support website at http://www.bmc.com/support. Notices, such as flashes, technical bulletins, and release notes, are available on the website. You can subscribe to proactive alerts to receive email messages when notices are issued or updated. For more information about proactive alerts, see the Customer Support website.

America_Indiana_Tell_City.js Brazil_East.jsAmerica_Indiana_Winamac.js Cuba.jsAmerica_Jujuy.js Egypt.jsAmerica_Mendoza.js Europe_Guernsey.jsAmerica_Moncton.js Europe_Isle_of_Man.jsAmerica_Montevideo.js Europe_Jersey.jsAmerica_Nassau.js Europe_Podgorica.jsAmerica_Rosario.js Europe_Volgograd.jsAmerica_Sao_Paulo.js Iran.jsAntarctica_McMurdo.js NST.jsAntarctica_South_Pole.js NZ-CHAT.jsART.js NZ.jsAsia_Amman.js Pacific_Auckland.jsAsia_Damascus.js Pacific_Chatham.jsAsia_Gaza.jsAsia_Tehran.js

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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.

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Linux is the registered trademark of Linus Torvalds.

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Crystal Reports and SAP BusinessObjects are trademarks or registered trademarks of SAP AG in Germany and in several other countries.

UNIX is the registered trademark of The Open Group in the U.S. and other countries.

The information included in this documentation is the proprietary and confidential information of BMC Software, Inc., its affiliates, or licensors. Your use of this information is subject to the terms and conditions of the applicable End User License agreement for the product and to the proprietary and restricted rights notices included in the product documentation.

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Documents

BMC Remedy Manual