Technical Bulletin BMC Remedy Action Request System Version 7.5.00 December 15, 2011 Patch 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.
225426 225426 *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 008 The 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.
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Downloading the patch Depending on your requirement, use one of the following procedures to download the patch 008 files.
X 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
Patch 008
X 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 installation When upgrading to a patch for BMC Remedy AR System 7.5.00, remember the following caveats:
4
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.
Technical Bulletin
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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.
X 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.
X 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.
BMC Remedy Action Request System
Version 7.5.00
5
Patch 008
X 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 installer This section describes the issues that were resolved in patch 008 and the issues that remain open.
Resolved issue Table 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.
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Known issues Table 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) Issue ID
Description
SW00314822
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:
SW00317773
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 database 3 Navigate to the previous installation panel, and continue.
SW00315741 SW00322969 SW00318648
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. 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 error You 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. BMC Remedy Action Request System
Version 7.5.00
7
Patch 008
Table 1-2: Known issues in the BMC Remedy AR System 7.5.00 patch 008 suite installer (Sheet 2 of 2) Issue ID
Description
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_cache This 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.
Workaround for upgrade failure on DB2 Upgrading 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_ind alter table schema_vendor add column vendorNametemp varchar(254) REORG TABLE SCHEMA_VENDOR update schema_vendor set vendorNametemp=substr(vendorName,1,254) alter table schema_vendor drop column vendorName alter table schema_vendor add column vendorName varchar(254) REORG TABLE schema_vendor update schema_vendor set vendorName=vendorNametemp alter table schema_vendor alter column vendorName SET NOT NULL ALTER TABLE SCHEMA_VENDOR DROP column vendorNametemp REORG table schema_vendor CREATE 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.
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Installation issues on DB2 SW00341092 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.
BMC Remedy Action Request System
Version 7.5.00
9
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 Guide As 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 OPTION GRANT 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 server This section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 008.
Resolved issues Table 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) Issue ID
Description
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.
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Table 1-3: Issues resolved in BMC Remedy AR System server 7.5.00 patch 008 (Sheet 2 of 4) Issue ID
Description
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.
SW00377129 SW00377947
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.
SW00379655
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.
SW00378528 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 secondary form.
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.
BMC Remedy Action Request System Version 7.5.00
11
Patch 008
Table 1-3: Issues resolved in BMC Remedy AR System server 7.5.00 patch 008 (Sheet 3 of 4) Issue ID
Description
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.
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Table 1-3: Issues resolved in BMC Remedy AR System server 7.5.00 patch 008 (Sheet 4 of 4) Issue ID
Description
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.
Known issues Table 1-4 describes issues with the BMC Remedy AR System server that remain open in patch 008. Table 1-4: Known issues in the BMC Remedy AR System 7.5.00 server (Sheet 1 of 2) Issue ID
Description
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.
BMC Remedy Action Request System Version 7.5.00
13
Patch 008
Table 1-4: Known issues in the BMC Remedy AR System 7.5.00 server (Sheet 2 of 2) Issue ID
Description
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-ChaseReferrals 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 AuthenticationChaining-Mode option present in the ar.conf file. For the correct description, see “Updated description for Authentication-Chaining-Mode option”.
Corrections in the Configuration Guide The 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.
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Technical Bulletin December 15, 2011
Patch 008
Updated description for ARDBC LDAP referral chasing option Following is the correct description for the ARDBC-LDAP-Chase-Referrals option: Option
Description
ARDBC-LDAPFlag that enables automatic referral chasing by LDAP clients. Chase-Referrals Values are
T-Referrals are chased. Referral chasing is performed by the active directory server F-(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.
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
AREA-LDAPDisableReferral
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 AREALDAP-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.
BMC Remedy Action Request System Version 7.5.00
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Patch 008
Updated description for Authentication-Chaining-Mode option Following is the correct description for the Authentication-Chaining-Mode option: Option
Description
Authentication- Mode that enables the administrator to use more than one type of Chaining-Mode 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.
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. 16
Technical Bulletin December 15, 2011
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 AIX BMC 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.
BMC Remedy Action Request System Version 7.5.00
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Patch 008
Manually upgrading the BMC Remedy AR System server If you do not want to use the suite installer, you can manually upgrade the BMC Remedy AR System server by using the following procedure.
X To upgrade by using the file replacement method 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:
armonitor
arsvcdsp
arplugin
driver
arservdsd
runmacro
If some of these files do not have “execute” permissions, use the chmod command to add the permissions. 18
Technical Bulletin December 15, 2011
Patch 008
7 Start the BMC Remedy AR System server.
On Windows, use the Services window from the Control Panel.
On UNIX, use the arsystem start command.
Replacing definition files If 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.
X 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 files The 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
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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.exe or
ARSystemServerInstallDir\ arserver.exe
./winnt/bin/srvmssql.exe
Note: See “Manually upgrading the BMC Remedy
AR System server” on page 18.
or ./winnt/bin/srvoracl.exe ./winnt/bin/ Serverds.exe armonitor.exe arsnmpd.exe
ARSystemServerInstallDir\
./winnt/lib/arapi75.dll
ARSystemServerInstallDir\ and ARSystemServerInstallDir\Arserver\api\ lib\ and ARSystemServerInstallDir\pluginsvr\
./winnt/lib/arutl75.dll
ARSystemServerInstallDir\ and ARSystemServerInstallDir\ardbcldap\ and ARSystemServerInstallDir\arealdap\ and ARSystemServerInstallDir\Arserver\api\ lib\ and ARSystemServerInstallDir\pluginsvr\
./winnt/lib/ arapi75.jar arxmlutil75.dll
ARSystemServerInstallDir\Arserver\api\ lib\ and ARSystemServerInstallDir\pluginsvr\
./winnt/lib/ardbcldap.dll
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Technical Bulletin December 15, 2011
ARSystemServerInstallDir\ardbcldap\
Patch 008
Table 1-5: Files updated for BMC Remedy AR System server 7.5.00 patch 008 (Sheet 2 of 5) Patch directory including updated files
Destination directory
./winnt/lib/arealdap.dll
ARSystemServerInstallDir\arealdap\ and ARSystemServerInstallDir\Arserver\api\ area\ldap\winnt\
./winnt/lib/ ardbcconf.dll arodbc.dll arcatalog_locale.dll (non-Unicode) arcatalog_locale_W.dll(Unicode)
ARSystemServerInstallDir\
./winnt/lib/ServerAdmin.dll
ARSystemServerInstallDir\ and ARSystemServerInstallDir\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/arservdb2
ARSystemServerInstallDir/bin/arserverd
or
Note: See “Manually upgrading the BMC Remedy
AR System server.”
./unixPlatform/inf_db/arservinf or ./unixPlatform/ora_db/arservora or ./unixPlatform/syb_db/arservsyb Note: Informix and Sybase are not supported on Linux.
./unixPlatform/bin/ arservdsd armonitor arsnmpd
ARSystemServerInstallDir/bin/
./unixPlatform/api/lib/ arapi75.jar arapiext75.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/
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Patch 008
Table 1-5: Files updated for BMC Remedy AR System server 7.5.00 patch 008 (Sheet 3 of 5) Patch directory including updated files
Destination directory
AIX ./aix/bin/ libar.a libarxmlutil.a libarxmlutil_aixp64.a
ARSystemServerInstallDir/api/lib/
./aix/bin/libar_aixp64.a
ARSystemServerInstallDir/api/lib/ and ARSystemServerInstallDir/bin/
./aix/bin/ libarcrypto.a libarcrypto_aixp64.a
ARSystemServerInstallDir/bin/
./aix/plugins/ardbcldap/aix/ardbcldap.a ARSystemServerInstallDir/ardbcldap/ ./aix/plugins/arealdap/aix/arealdap.a
ARSystemServerInstallDir/arealdap/
./aix/plugins/ardbcconf/aix/ardbcconf.a ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ ardbcconf/aix/ ./aix/plugins/serveradmin/aix/ ServerAdmin.a
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ serveradmin/aix/
HP-UX ./hpux/bin/ libar.sl libarxmlutil.sl libarxmlutil_hppa64.sl
ARSystemServerInstallDir/api/lib/
./hpux/bin/libar_hppa64.sl
ARSystemServerInstallDir/api/lib/ and ARSystemServerInstallDir/bin/
./hpux/bin/ libarcrypto.sl libarcrypto_hppa64.sl
ARSystemServerInstallDir/bin/
./hpux/plugins/ardbcldap/hpux/ ardbcldap.sl
ARSystemServerInstallDir/ardbcldap/
./hpux/plugins/arealdap/hpux/ arealdap.sl
ARSystemServerInstallDir/arealdap/
./hpux/plugins/ardbcconf/hpux/ ardbcconf.sl
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ ardbcconf/hpux/
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Technical Bulletin December 15, 2011
Patch 008
Table 1-5: Files updated for BMC Remedy AR System server 7.5.00 patch 008 (Sheet 4 of 5) Patch directory including updated files
Destination directory
./hpux/plugins/serveradmin/hpux/ ServerAdmin.sl
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ serveradmin/hpux/
HP-UX for 64-bit Itanium ./hpia64/bin/ libarxmlutil_hpia32.sl libarxmlutil_hpia64.sl
ARSystemServerInstallDir/api/lib/
./hpia64/bin/ libar_hpia32.sl libar_hpia64.sl
ARSystemServerInstallDir/api/lib/
./hpia64/bin/ libarcrypto_hpia32.sl libarcrypto_hpia64.sl
ARSystemServerInstallDir/bin/
./hpia64/plugins/ardbcldap/hpia32/ ardbcldap.sl
ARSystemServerInstallDir/ardbcldap/
./hpia64/plugins/arealdap/hpia32/ arealdap.sl
ARSystemServerInstallDir/arealdap/
./hpia64/plugins/ardbcconf/hpia32/ ardbcconf.sl
ARSystemServerInstallDir/bin/
and ARSystemServerInstallDir/bin/
and ARSystemServerInstallDir/plugins/ ardbcconf/hpia32/
./hpia64/plugins/serveradmin/hpia32/ ServerAdmin_hpia32.sl
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ serveradmin/hpia32/
Linux ./linux/bin/ libar.so libarxmlutil.so libarxmlutil_lx64.so
ARSystemServerInstallDir/api/lib/
./linux/bin/libar_lx64.so
ARSystemServerInstallDir/api/lib/ and ARSystemServerInstallDir/bin/
./linux/bin/ libarcrypto.so libarcrypto_lx64.so
ARSystemServerInstallDir/bin/
./linux/plugins/ardbcldap/linux/ ardbcldap.so
ARSystemServerInstallDir/ardbcldap/
./linux/plugins/arealdap/linux/ arealdap.so
ARSystemServerInstallDir/arealdap/
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Patch 008
Table 1-5: Files updated for BMC Remedy AR System server 7.5.00 patch 008 (Sheet 5 of 5) Patch directory including updated files
Destination directory
./linux/plugins/ardbcconf/linux/ ardbcconf.so
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ ardbcconf/linux/
./linux/plugins/serveradmin/linux/ ServerAdmin.so
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ serveradmin/linux/
Solaris ./solaris/bin/ libar.so libarxmlutil.so libarxmlutil_solsp64.so
ARSystemServerInstallDir/api/lib/
./solaris/bin/libar_solsp64
ARSystemServerInstallDir/api/lib/ and ARSystemServerInstallDir/bin/
./solaris/bin/ libarcrypto.so libarcrypto_solsp64.so
ARSystemServerInstallDir/bin/
./solaris/plugins/ardbcldap/solaris/ ardbcldap.so
ARSystemServerInstallDir/ardbcldap/
./solaris/plugins/arealdap/solaris/ arealdap.so
ARSystemServerInstallDir/arealdap/
./solaris/plugins/ardbcconf/solaris/ ardbcconf.so
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ ardbcconf/solaris/
./solaris/plugins/serveradmin/solaris/ ServerAdmin.so
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ serveradmin/solaris/
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Technical Bulletin December 15, 2011
Patch 008
BMC Remedy Approval Server This section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 008.
Resolved issues Table 1-6 describes issues with BMC Remedy Approval Server that were resolved in patch 008. Table 1-6: Issues resolved in BMC Remedy Approval Server 7.5.00 patch 008 Issue ID
Description
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.
Known issues Table 1-7 describes issues with BMC Remedy Approval Server that remain open in patch 008. Table 1-7: Known issues in BMC Remedy Approval Server 7.5.00 patch 008 Issue ID
Description
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-ProcessPreview 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.
BMC Remedy Action Request System Version 7.5.00
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Patch 008
Corrections in the approval server documentation The 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 fields By 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
13205
Next Approvers
13207
Approvers
14511 14512
26
AP:Signature AP:PreviewSignatures AP:Signature AP:PreviewSignatures AP:Signature AP:PreviewSignatures AP:PreviewInfo
GNA Approvers
AP:Signature
PGNA Approvers
AP:Signature
Technical Bulletin December 15, 2011
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. 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
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 previews When 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 Server If you do not want to use the suite installer, you can manually upgrade the approval server by using the following procedure.
X To upgrade by using the file replacement method 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.
On Windows, use the Services window from the Control Panel.
On UNIX, use the arsystem stop command.
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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/.
For the complete list of updated files, see “Updated files” on page 29. 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 Windows, use the Services window from the Control Panel.
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/.
For the complete list of updated files, see “Updated files” on page 29.
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 form As a consequence of fixing defect SW00319057 in patch 001, you must populate full names on the AP:Signature form manually.
X 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.
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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”).
Adding new fields to the two-way join form If 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.
X 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 files The 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. 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 1-11 uses unixPlatform to represent the aix, hpux, hpia32, linux, and solaris directories. Table 1-11: Files updated for BMC Remedy Approval Server 7.5.00 patch 008 (Sheet 1 of 2) Patch directory including updated files
Destination directory
All platforms ./files/def/en/AP%ShowDetail2.def
approvalServerInstallDir/templates/en/
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Patch 008
Table 1-11: Files updated for BMC Remedy Approval Server 7.5.00 patch 008 (Sheet 2 of 2) Patch directory including updated files
Destination directory
Windows ./files/winnt/arapprove.dll
approvalServerInstallDir\bin\
All UNIX platforms (AIX, HP-UX, HP-UX for 64-bit Itanium, Linux, Solaris) ./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/
BMC Remedy Assignment Engine Patch 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 Import This section describes the issues that were resolved in patch 008.
Resolved issues Table 1-12 describes issues with BMC Remedy Data Import that were resolved in patch 008. Table 1-12: Issues resolved in BMC Remedy Data Import 7.5.00 patch 008 (Sheet 1 of 2) Issue ID
Description
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
30
The BMC Remedy Data Import command-line utility failed to import data with manual tab spaces and comma separated data files.
Technical Bulletin December 15, 2011
Patch 008
Table 1-12: Issues resolved in BMC Remedy Data Import 7.5.00 patch 008 (Sheet 2 of 2) Issue ID
Description
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.
Using BMC Remedy Data Import on UNIX BMC 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 Studio This section describes the issues that were resolved in patch 008.
Resolved issues Table 1-13 describes issues with BMC Remedy Developer Studio that were resolved in patch 008. Table 1-13: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 008 (Sheet 1 of 2) Issue ID
Description
SW00366543
When you were defining an active link, the following keywords did not appear in the Expression Editor:
Status History Time fields, such as Status History.Assigned.TIME User 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.
BMC Remedy Action Request System Version 7.5.00
31
Patch 008
Table 1-13: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 008 (Sheet 2 of 2) Issue ID
Description
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.
Upgrading tip Before 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.
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BMC Remedy Email Engine This section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 008.
Resolved issues Table 1-14 describes issues with the email engine that were resolved in patch 008. Table 1-14: Issues resolved in BMC Remedy Email Engine 7.5.00 patch 008 Issue ID
Description
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.
Known issues Table 1-15 describes issues with the email engine that remain open in patch 008. Table 1-15: Known issues in BMC Remedy Email Engine 7.5.00 patch 008 (Sheet 1 of 2) Issue ID
Description
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.
BMC Remedy Action Request System Version 7.5.00
33
Patch 008
Table 1-15: Known issues in BMC Remedy Email Engine 7.5.00 patch 008 (Sheet 2 of 2) Issue ID
Description
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.
Corrections in the email engine documentation This 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=false mail.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.
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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 properties If you use the SMTPTimeout and SMTPTimeoutPeriod properties, BMC recommends the following configurations to avoid encountering issue SW00366262: Number of messages
Value of SMTPTimeoutPeriod
40000
30 seconds
70000
60 seconds
100000
90 seconds
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 engine Before 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 Engine If you do not want to use the suite installer, you can manually upgrade the email engine by using the following procedure.
BMC Remedy Action Request System Version 7.5.00
35
Patch 008
X To upgrade by using the file replacement method 1 Stop the email engine.
On Windows, use the Services window from the Control Panel.
On UNIX, use the arsystem stop command.
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 Windows, use the Services window from the Control Panel.
On UNIX, use arsystem start at the command prompt.
Updated files The 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. 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 1-16 uses the following variables to represent directories:
platform—represents aix, hpux, hpia32, linux, solaris, and winnt
unixPlatform—represents aix, hpux, hpia32, linux, and solaris
Table 1-16: Files updated for BMC Remedy Email Engine 7.5.00 patch 008 (Sheet 1 of 2) Patch directory including updated files
Destination directory
All platforms ./files/platform/ armapi75.jar emaildaemon.jar
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Technical Bulletin December 15, 2011
emailEngineInstallDir/
Patch 008
Table 1-16: Files updated for BMC Remedy Email Engine 7.5.00 patch 008 (Sheet 2 of 2) Patch directory including updated files
Destination directory
Windows ./files/winnt/ arapi75.dll armapi75.dll arutl75.dll arxmlutil75.dll
emailEngineInstallDir\
AIX ./files/aix/ libar.a libar_aixp64.a libarxmlutil.a libarxmlutil_aixp64.a
emailEngineInstallDir/
HP-UX ./files/hpux/ libar.sl libar_hppa64.sl libarxmlutil.sl libarxmlutil_hppa64.sl
emailEngineInstallDir/
HP-UX for 32-bit Itanium ./files/hpia32/ libar.sl libar_hpia32.sl libar_hpia64.sl libarxmlutil.sl libarxmlutil_hpia32.sl libarxmlutil_hpia64.sl
emailEngineInstallDir/
Linux ./files/linux/ libar.so libar_lx64.so libarxmlutil.so libarxmlutil_lx64.so
emailEngineInstallDir/
Solaris ./files/solaris/ libar.so libarxmlutil.so libarxmlutil_solsp64.so
emailEngineInstallDir/
BMC Remedy Action Request System Version 7.5.00
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Patch 008
BMC Remedy Flashboards This section describes the issue that was resolved in patch 008.
Resolved issue Table 1-17 describes the issue with the BMC Remedy Flashboards that was resolved in patch 008. Table 1-17: Issue resolved in BMC Remedy Flashboards patch 008 Issue ID
Description
SW00382451
You could not provide time value for the SampleTime field in the flashboards.
BMC Remedy Mid Tier This section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 008.
Resolved issues Table 1-18 describes issues with the mid tier that were resolved in patch 008. Table 1-18: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 008 (Sheet 1 of 2) Issue ID
Description
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
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Table 1-18: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 008 (Sheet 2 of 2) Issue ID
Description
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 ', 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.
Known issues Table 1-19 describes issues with the mid tier that remain open in patch 008. Table 1-19: Known issues in BMC Remedy Mid Tier 7.5.00 (Sheet 1 of 2) Issue ID
Description
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. BMC Remedy Action Request System Version 7.5.00
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Patch 008
Table 1-19: Known issues in BMC Remedy Mid Tier 7.5.00 (Sheet 2 of 2) Issue ID
Description
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.
Upgrading tip When 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 Tier If you do not want to use the suite installer, you can manually upgrade the mid tier by using the following procedure.
X 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.
X To upgrade by using the file replacement method 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. 40
Technical Bulletin December 15, 2011
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 files The 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. 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 1-20 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
locale—represents de, en, es, fr, it, ja, ko, pt_BR, ru, and zh_CN
Table 1-20: Files updated for BMC Remedy Mid Tier 7.5.00 patch 008 (Sheet 1 of 2) Patch directory including updated files
Destination directory
All platforms ./files/allplatforms/resources/browser/ midTierInstallDir/resources/browser/ javascript/ javascript/ ClientCore.js ClientCoreAcc.js ClientCoreProf.js ClientCoreRTL.js ./files/allplatforms/WEB-INF/lib/ ARWebReportViewer.jar MidTier.jar Config.jar arapi75.jar
midTierInstallDir/WEB-INF/lib/
BMC Remedy Action Request System Version 7.5.00
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Patch 008
Table 1-20: Files updated for BMC Remedy Mid Tier 7.5.00 patch 008 (Sheet 2 of 2) Patch directory including updated files
Destination directory
Windows ./files/winnt/
midTierInstallDir\WEB-INF\lib\
arapi75.dll arutl75.dll arodbc.dll arcatalog_locale.dll (non-Unicode) arcatalog_locale_W.dll(Unicode)
All UNIX platforms (AIX, HP-UX for RISC, Linux, Solaris) ./files/unixPlatform/libar.*
midTierInstallDir/WEB-INF/lib/
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/
HP-UX for 32-bit Itanium ./files/hpia32/ libarxmlutil.sl libarxmlutil_hpia32.sl
midTierInstallDir//WEB-INF/lib/
BMC Remedy User This section describes the issues that were resolved in patch 008 and the issues that remain open.
Resolved issues Table 1-21 describes issues with BMC Remedy User that were resolved in patch 008. Table 1-21: Issues resolved in BMC Remedy User 7.5.00 patch 008 (Sheet 1 of 2) Issue ID
Description
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.
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Table 1-21: Issues resolved in BMC Remedy User 7.5.00 patch 008 (Sheet 2 of 2) Issue ID
Description
SW00379375
BMC Remedy User failed when you pressed the following keys on the Japanese keyboard in combination with the Alt key:
Katakana Hiragana Any 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.
BMC Remedy Action Request System Version 7.5.00
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Patch 007
Known issues Table 1-22 describes issues with BMC Remedy User that remain open in patch 008. Table 1-22: Known issues in BMC Remedy User 7.5.00 Issue ID
Description
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 The following features were updated in this patch:
AR System suite installer (page 46)
AR System server (page 47)
BMC Remedy Approval Server (page 51)
BMC Remedy Assignment Engine (page 51)
BMC Remedy Data Import (page 52)
BMC Remedy Developer Studio (page 52)
BMC Remedy Email Engine (page 53)
BMC Remedy Mid Tier (page 54)
BMC Remedy User (page 55)
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 007 Patch 007 introduces the following updates to BMC Remedy Mid Tier. SW00370297 was used to track these changes.
Ehcache upgraded to version 2.0.01 The Ehcache open-source cache manager has been upgraded to version 2.0.01. The following updates are made in Ehcache 2.0.01:
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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.
Technical Bulletin December 15, 2011
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 files The 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.
BMC Remedy Action Request System Version 7.5.00
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Patch 007
AR System suite installer This section describes the issues that were resolved in patch 007 and the issues that remain open.
Resolved issues Table 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 Issue ID
Description
SW00323625
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.
SW00351597 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 MultipleARSystem-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.
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Technical Bulletin December 15, 2011
Patch 007
AR System server This section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 007.
Resolved issues Table 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) Issue ID
Description
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 : ORA00904: "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.
BMC Remedy Action Request System Version 7.5.00
47
Patch 007
Table 1-24: Issues resolved in AR System server 7.5.00 patch 007 (Sheet 2 of 4) Issue ID
Description
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 guides Filter guides Applications Packing lists Web services Menus
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.
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Technical Bulletin December 15, 2011
Patch 007
Table 1-24: Issues resolved in AR System server 7.5.00 patch 007 (Sheet 3 of 4) Issue ID
Description
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.
BMC Remedy Action Request System Version 7.5.00
49
Patch 007
Table 1-24: Issues resolved in AR System server 7.5.00 patch 007 (Sheet 4 of 4) Issue ID
Description
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_Loop SHR:SHR:SetErrorMessage_013_Loop CTM:CPP:UpdateGroupList_Add4 CTM:CPP:UpdateGroupListOther_Add4 CTM:PPG:UpdateGroupList_196_Add4 AST:ARD:NewApprovalNotification-ParseApprovers-ProcessMore CHG:CSG:NewApprovalNotification-ParseApprovers-ProcessMore RMS:RMA:NewApprovalNotification-ParseApprovers-ProcessMore SLM:CollectionNodeTypeProperties:SetNULLIFSpace SRM:REQ:NotifyApprover_899_ParseApprovers-NextLogin ENT: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 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 changed Last created Last 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.
50
Technical Bulletin December 15, 2011
Patch 007
BMC Remedy Approval Server This section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 007.
Resolved issues Table 1-25 describes issues with the approval server that were resolved in patch 007. Table 1-25: Issues resolved in BMC Remedy Approval Server 7.5.00 patch 007 Issue ID
Description
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.
BMC Remedy Assignment Engine Patch 007 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 006. 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.
BMC Remedy Action Request System Version 7.5.00
51
Patch 007
BMC Remedy Data Import This section describes the issues that were resolved in patch 007.
Resolved issues Table 1-26 describes issues with BMC Remedy Data Import that were resolved in patch 007. Table 1-26: Issues resolved in BMC Remedy Data Import 7.5.00 patch 007 Issue ID
Description
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.
BMC Remedy Developer Studio This section describes the issues that were resolved in patch 007.
Resolved issues Table 1-27 describes issues with BMC Remedy Developer Studio that were resolved in patch 007. Table 1-27: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 007 (Sheet 1 of 2) Issue ID
Description
SW00353629
After deleting a menu from a field on the base form, the menu box space remained undeleted on the join form fields.
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Technical Bulletin December 15, 2011
Patch 007
Table 1-27: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 007 (Sheet 2 of 2) Issue ID
Description
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.
BMC Remedy Email Engine This section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 007.
Resolved issues Table 1-28 describes issues with the email engine that were resolved in patch 007. Table 1-28: Issues resolved in BMC Remedy Email Engine 7.5.00 patch 007 Issue ID
Description
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.
BMC Remedy Action Request System Version 7.5.00
53
Patch 007
BMC Remedy Mid Tier This section describes resolved issues, open issues, and the manual upgrade procedure, and lists the files updated in patch 007.
Resolved issues Table 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 Issue ID
Description
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 plugins 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.
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Technical Bulletin December 15, 2011
Patch 007
BMC Remedy User This section describes the issues that were resolved in patch 007 and the issues that remain open.
Resolved issues Table 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 Issue ID
Description
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 WINPOSITION 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.
BMC Remedy Action Request System Version 7.5.00
55
Patch 006
Patch 006 The following features were updated in this patch:
AR System suite installer (page 56)
AR System server (page 58)
BMC Remedy Approval Server (page 62)
BMC Remedy Assignment Engine (page 63)
BMC Remedy Data Import (page 63)
BMC Remedy Developer Studio (page 63)
BMC Remedy Email Engine (page 64)
BMC Remedy Mid Tier (page 65)
BMC Remedy User (page 65)
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 006 During 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 installer Table 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) Issue ID
Description
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.
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Technical Bulletin December 15, 2011
Patch 006
Table 1-31: Issues resolved in patch 006 for the AR System 7.5.00 suite installer (Sheet 2 of 3) Issue ID
Description
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) 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. 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. 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. 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.
BMC Remedy Action Request System Version 7.5.00
57
Patch 006
Table 1-31: Issues resolved in patch 006 for the AR System 7.5.00 suite installer (Sheet 3 of 3) Issue ID
Description
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.
Updated labels on the AR System suite installer panel To clearly state the input required on the Sybase database panels during an AR System server installation, the following labels were changed: Old label
New label
Datafile Name
Data File Name with Path
Logfile Name
Log File Name with Path
This change will be reflected in the Sybase database panels installation worksheet in the Installation Guide for the next AR System release.
AR System server Table 1-32 describes issues with the AR System server that were resolved in patch 006. Table 1-32: Issues resolved in AR System server 7.5.00 patch 006 (Sheet 1 of 4) Issue ID
Description
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. Note: This issue was resolved in patch 004, but was not mentioned in the BMC
Remedy
AR System 7.5.00 Patch 004 Technical Bulletin. 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.
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Technical Bulletin December 15, 2011
Patch 006
Table 1-32: Issues resolved in AR System server 7.5.00 patch 006 (Sheet 2 of 4) Issue ID
Description
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 64bit 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 () 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.
BMC Remedy Action Request System Version 7.5.00
59
Patch 006
Table 1-32: Issues resolved in AR System server 7.5.00 patch 006 (Sheet 3 of 4) Issue ID
Description
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
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Patch 006
Table 1-32: Issues resolved in AR System server 7.5.00 patch 006 (Sheet 4 of 4) Issue ID
Description
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.
Licensing and audit issue The 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. BMC Remedy Action Request System Version 7.5.00
61
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. Table 1-33: Files updated for AR System server 7.5.00 patch 006 Patch directory including updated files
Destination directory
Windows ./winnt/bin/srvdb2.exe or
ARSystemServerInstallDir\ arserver.exe
./winnt/bin/srvmssql.exe or ./winnt/bin/srvoracl.exe All UNIX platforms (AIX, HP-UX, HP-UX for 64-bit Itanium, Linux, Solaris) ./unixPlatforma/db2_db/arservdb2
ARSystemServerInstallDir/bin/arserverd
or ./unixPlatform/inf_db/arservinf or ./unixPlatform/ora_db/arservora or ./unixPlatform/syb_db/arservsyb Note: Informix and Sybase are not supported on Linux. a.
unixPlatform represents aix, hpux, hpia64, linux, and solaris
BMC Remedy Approval Server Table 1-34 describes issues with the approval server that were resolved in patch 006. Table 1-34: Issues resolved in BMC Remedy Approval Server 7.5.00 patch 006 Issue ID
Description
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)
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Technical Bulletin December 15, 2011
Patch 006
BMC Remedy Assignment Engine Patch 006 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 004. When upgrading to future versions of AR System applications, you might be required to have the assignment engine on the patch 006 level. To achieve this, include the assignment engine when running the AR System suite installer for patch 006.
BMC Remedy Data Import Table 1-35 describes issues with BMC Remedy Data Import that were resolved in patch 006. Table 1-35: Issues resolved in BMC Remedy Data Import 7.5.00 patch 006 Issue ID
Description
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.
BMC Remedy Developer Studio Table 1-36 describes issues with BMC Remedy Developer Studio that were resolved in patch 006. Table 1-36: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 006 (Sheet 1 of 2) Issue ID
Description
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). Note: This issue was resolved in patch 003, but was not mentioned in the BMC
Remedy
AR System 7.5.00 Patch 003 Technical Bulletin. 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. BMC Remedy Action Request System Version 7.5.00
63
Patch 006
Table 1-36: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 006 (Sheet 2 of 2) Issue ID
Description
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.
BMC Remedy Email Engine Table 1-37 describes issues with the email engine that were resolved in patch 006. Table 1-37: Issues resolved in BMC Remedy Email Engine 7.5.00 patch 006 Issue ID
Description
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.
Field name change for Query Action To resolve SW00355580, the attachment name EntryID_Extension in the result of Query Action was changed to EntryID_GUID_Extension.
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Patch 006
BMC Remedy Mid Tier Table 1-38 describes issues with the mid tier that were resolved in patch 006. Table 1-38: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 006 Issue ID
Description
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.
BMC Remedy User Table 1-39 describes issues with BMC Remedy User that were resolved in patch 006. Table 1-39: Issues resolved in BMC Remedy User 7.5.00 patch 006 Issue ID
Description
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.
BMC Remedy Action Request System Version 7.5.00
65
Patch 004
Patch 004 The following features were updated in this patch:
AR System suite installer (page 70)
AR System server (page 71)
BMC Remedy Approval Server (page 73)
BMC Remedy Assignment Engine (page 74)
BMC Remedy Data Import (page 74)
BMC Remedy Developer Studio (page 74)
BMC Remedy Email Engine (page 75)
BMC Remedy Flashboards (page 76)
BMC Remedy Mid Tier (page 76)
BMC Remedy User (page 78)
Product updates in patch 004 The 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 parameter A 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. 66
Technical Bulletin December 15, 2011
Patch 004
New AREALDAP parameter AREAHUB 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 version The 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 caching Whenever 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 prefetch The 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. BMC Remedy Action Request System Version 7.5.00
67
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 option A 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.properties New 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. To fix this issue, the following new property was introduced in patch 002: 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.
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Technical Bulletin December 15, 2011
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. To fix this issue, the following new property was introduced in patch 004: 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 parameter To 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 parameter A 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.
BMC Remedy Action Request System Version 7.5.00
69
Patch 004
AR System suite installer Table 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) Issue ID
Description
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.
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Table 1-40: Issues resolved in AR System 7.5.00 suite installer patch 004 (Sheet 2 of 2) Issue ID
Description
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.
AR System server Table 1-41 describes the issues that were resolved in patch 004. Table 1-41: Issues resolved in AR System server 7.5.00 patch 004 (Sheet 1 of 3) Issue ID
Description
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.
BMC Remedy Action Request System Version 7.5.00
71
Patch 004
Table 1-41: Issues resolved in AR System server 7.5.00 patch 004 (Sheet 2 of 3) Issue ID
Description
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.
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Patch 004
Table 1-41: Issues resolved in AR System server 7.5.00 patch 004 (Sheet 3 of 3) Issue ID
Description
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 hardcoded 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.
BMC Remedy Approval Server Table 1-42 describes the issues that were resolved in patch 004. Table 1-42: Issues resolved in BMC Remedy Approval Server 7.5.00 patch 004 Issue ID
Description
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.
BMC Remedy Action Request System Version 7.5.00
73
Patch 004
BMC Remedy Assignment Engine This 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. When upgrading to future versions of AR System applications, you might be required to have the assignment engine on the patch 004 level. To achieve this, include the assignment engine when running the AR System suite installer for patch 004.
BMC Remedy Data Import Table 1-43 describes the issues that were resolved in patch 004. Table 1-43: Issues resolved in BMC Remedy Data Import 7.5.00 patch 004 Issue ID
Description
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.
BMC Remedy Developer Studio Table 1-44 describes the issues that were resolved in patch 004. Table 1-44: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 004 (Sheet 1 of 2) Issue ID
Description
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.
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Patch 004
Table 1-44: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 004 (Sheet 2 of 2) Issue ID
Description
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.
BMC Remedy Email Engine Table 1-45 describes the issues that were resolved in patch 004. Table 1-45: Issues resolved in BMC Remedy Email Engine 7.5.00 patch 004 Issue ID
Description
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.
BMC Remedy Action Request System Version 7.5.00
75
Patch 004
BMC Remedy Flashboards Table 1-46 describes the issues that were resolved in patch 004. Table 1-46: Issue resolved in BMC Remedy Flashboards 7.5.00 patch 004 Issue ID
Description
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.
BMC Remedy Mid Tier Table 1-47 describes the issues that were resolved in patch 004. Table 1-47: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 004 (Sheet 1 of 2) Issue ID
Description
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. Note: This issue was resolved in patch 003, but was not mentioned in the BMC
Remedy
AR System 7.5.00 Patch 003 Technical Bulletin. 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.
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Patch 004
Table 1-47: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 004 (Sheet 2 of 2) Issue ID
Description
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 \WEBINF\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.
BMC Remedy Action Request System Version 7.5.00
77
Patch 003
BMC Remedy User Table 1-48 describes the issues that were resolved in patch 004. Table 1-48: Issues resolved in BMC Remedy User 7.5.00 patch 004 Issue ID
Description
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 The following features were updated in this patch:
78
AR System suite installer (page 79)
AR System server (page 81)
BMC Remedy Approval Server (page 83)
BMC Remedy Assignment Engine (page 83)
BMC Remedy Data Import (page 83)
BMC Remedy Developer Studio (page 84)
BMC Remedy Email Engine (page 85)
BMC Remedy Flashboards (page 86)
BMC Remedy Mid Tier (page 86)
BMC Remedy User (page 87)
Technical Bulletin December 15, 2011
Patch 003
Product updates in patch 003 The 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 support AR 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 file A 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.
AR System suite installer Table 1-49 describes the issues that were resolved in patch 003. Table 1-49: Issues resolved in AR System 7.5.00 suite installer patch 003 (Sheet 1 of 2) Issue ID
Description
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.
BMC Remedy Action Request System Version 7.5.00
79
Patch 003
Table 1-49: Issues resolved in AR System 7.5.00 suite installer patch 003 (Sheet 2 of 2) Issue ID
Description
SW00330103
When installing AR System, SEVERE messages were logged in the following cases:
If the LANG variable setting was not found on UNIX After 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
80
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.
Technical Bulletin December 15, 2011
Patch 003
AR System server Table 1-50 describes the issues that were resolved in patch 003. Table 1-50: Issues resolved in AR System server 7.5.00 patch 003 (Sheet 1 of 2) Issue ID
Description
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. BMC Remedy Action Request System Version 7.5.00
81
Patch 003
Table 1-50: Issues resolved in AR System server 7.5.00 patch 003 (Sheet 2 of 2) Issue ID
Description
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.
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Patch 003
BMC Remedy Approval Server Table 1-51 describes the issues that were resolved in patch 003. Table 1-51: Issues resolved in BMC Remedy Approval Server 7.5.00 patch 003 Issue ID
Description
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.
BMC Remedy Assignment Engine Table 1-52 describes the issues that were resolved in patch 003. Table 1-52: Issues resolved in BMC Remedy Assignment Engine7.5.00 patch 003 Issue ID
Description
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.
BMC Remedy Data Import Table 1-53 describes the issues that were resolved in patch 003. Table 1-53: Issues resolved in BMC Remedy Data Import 7.5.00 patch 003 Issue ID
Description
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.
BMC Remedy Action Request System Version 7.5.00
83
Patch 003
Updates to BMC Remedy Data Import To address SW00335241, the following modifications were made:
Two new elements were added in the .arm and .armx files for saving digitgroup 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.
BMC Remedy Developer Studio Table 1-54 describes the issues that were resolved in patch 003. Table 1-54: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 003 (Sheet 1 of 2) Issue ID
Description
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.
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Table 1-54: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 003 (Sheet 2 of 2) Issue ID
Description
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.
BMC Remedy Email Engine Table 1-55 describes the issues that were resolved in patch 003. Table 1-55: Issues resolved in BMC Remedy Email Engine 7.5.00 patch 003 Issue ID
Description
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.
BMC Remedy Action Request System Version 7.5.00
85
Patch 003
BMC Remedy Flashboards The 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.
BMC Remedy Mid Tier Table 1-56 describes the issues that were resolved in patch 003. Table 1-56: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 003 (Sheet 1 of 2) Issue ID
Description
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.
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Table 1-56: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 003 (Sheet 2 of 2) Issue ID
Description
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.
BMC Remedy User Table 1-57 describes the issues that were resolved in patch 003. Table 1-57: Issues resolved in BMC Remedy User 7.5.00 patch 003 (Sheet 1 of 2) Issue ID
Description
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.
BMC Remedy Action Request System Version 7.5.00
87
Patch 002
Table 1-57: Issues resolved in BMC Remedy User 7.5.00 patch 003 (Sheet 2 of 2) Issue ID
Description
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.
Patch 002 The following features were updated in this patch:
AR System suite installer (page 88)
AR System server (page 89)
BMC Remedy Approval Server (page 90)
BMC Remedy Assignment Engine (page 90)
BMC Remedy Data Import (page 91)
BMC Remedy Developer Studio (page 91)
BMC Remedy Email Engine (page 91)
BMC Remedy Flashboards (page 92)
BMC Remedy Mid Tier (page 92)
BMC Remedy User (page 93)
AR System suite installer Table 1-58 describes the issues that were resolved in patch 002. Table 1-58: Issues resolved in AR System 7.5.00 suite installer patch 002 (Sheet 1 of 2) Issue ID
Description
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
88
Warning messages about missing fields were encountered when importing language-specific views for the Home Page form.
Technical Bulletin December 15, 2011
Patch 002
Table 1-58: Issues resolved in AR System 7.5.00 suite installer patch 002 (Sheet 2 of 2) Issue ID
Description
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.
AR System server Table 1-59 describes the issues that were resolved in patch 002. Table 1-59: Issues resolved in AR System server 7.5.00 patch 002 (Sheet 1 of 2) Issue ID
Description
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.
BMC Remedy Action Request System Version 7.5.00
89
Patch 002
Table 1-59: Issues resolved in AR System server 7.5.00 patch 002 (Sheet 2 of 2) Issue ID
Description
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.
BMC Remedy Approval Server The 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 Engine This 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. When upgrading to future versions of AR System applications, you might be required to have the assignment engine on the patch 002 level. To achieve this, include the assignment engine when running the AR System suite installer for patch 002.
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BMC Remedy Data Import Table 1-60 describes the issues that were resolved in patch 002. Table 1-60: Issues resolved in BMC Remedy Data Import 7.5.00 patch 002 Issue ID
Description
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.
BMC Remedy Developer Studio Table 1-61 describes the issues that were resolved in patch 002. Table 1-61: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 002 Issue ID
Description
SW00321983
This defect addressed two issues:
SW00327439
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.
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.
BMC Remedy Email Engine Table 1-62 describes the issues that were resolved in patch 002. Table 1-62: Issues resolved in BMC Remedy Email Engine 7.5.00 patch 002 Issue ID
Description
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.
BMC Remedy Action Request System Version 7.5.00
91
Patch 002
BMC Remedy Flashboards This 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.
BMC Remedy Mid Tier Table 1-63 describes the issues that were resolved in patch 002. Table 1-63: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 002 (Sheet 1 of 2) Issue ID
Description
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).
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Table 1-63: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 002 (Sheet 2 of 2) Issue ID
Description
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.
BMC Remedy User Table 1-64 describes the issues that were resolved in patch 002. Table 1-64: Issues resolved in BMC Remedy User 7.5.00 patch 002 Issue ID
Description
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 The following features were updated in this patch:
AR System suite installer (page 99)
AR System server (page 101)
BMC Remedy Approval Server (page 103)
BMC Remedy Assignment Engine (page 104)
BMC Remedy Data Import (page 104)
BMC Remedy Developer Studio (page 104)
BMC Remedy Email Engine (page 105)
BMC Remedy Mid Tier (page 105)
BMC Remedy User (page 106)
BMC Remedy Action Request System Version 7.5.00
93
Patch 001
Product updates in patch 001 The 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 computer Using 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.
X 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.
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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. 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
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 BMC Remedy Action Request System Version 7.5.00
95
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 database In 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 persistence Temporary 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.
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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 servers In 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.
BMC Remedy Action Request System Version 7.5.00
97
Patch 001
Updates to the config.properties file New 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.actorViewsMa pping has no effect, and the arsystem.ehcache.maxElementsInMemory
property takes precedence.
Updates to using FTS in a server group For 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 nonAdministration 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.
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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/SearchServer61 FTSPROFILE=/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.properties The 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.
AR System suite installer Table 1-66 describes the issues that were resolved in patch 001. Table 1-66: Issues resolved in AR System 7.5.00 suite installer patch 001 (Sheet 1 of 3) Issue ID
Description
SW00295862 SW00296312
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. BMC Remedy Action Request System Version 7.5.00
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Table 1-66: Issues resolved in AR System 7.5.00 suite installer patch 001 (Sheet 2 of 3) Issue ID
Description
SW00314707
The AR System Servers List panel displayed incorrect RPC port values.
SW00314822
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.
SW00317773 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.eucJP LC_ALL=ja_JP.eucJP export 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 64bit 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.
SW00316551 SW00316732
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.
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Table 1-66: Issues resolved in AR System 7.5.00 suite installer patch 001 (Sheet 3 of 3) Issue ID
Description
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.
AR System server Table 1-67 describes the issues that were resolved in patch 001. Table 1-67: Issues resolved in AR System server 7.5.00 patch 001 (Sheet 1 of 3) Issue ID
Description
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. BMC Remedy Action Request System Version 7.5.00
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Table 1-67: Issues resolved in AR System server 7.5.00 patch 001 (Sheet 2 of 3) Issue ID
Description
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 ORA12523 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.
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Table 1-67: Issues resolved in AR System server 7.5.00 patch 001 (Sheet 3 of 3) Issue ID
Description
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.
BMC Remedy Approval Server Table 1-68 describes the issues that were resolved in patch 001. Table 1-68: Issues resolved in BMC Remedy Approval Server 7.5.00 patch 001 Issue ID
Description
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.
BMC Remedy Action Request System Version 7.5.00
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BMC Remedy Assignment Engine This 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. When upgrading to future versions of AR System applications, you might be required to have the assignment engine on the patch 001 level. To achieve this, include the assignment engine when running the AR System suite installer for patch 001.
BMC Remedy Data Import The 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.
BMC Remedy Developer Studio Table 1-69 describes the issues that were resolved in patch 001.
Resolved issues Table 1-69: Issues resolved in BMC Remedy Developer Studio 7.5.00 patch 001 Issue ID
Description
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.
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BMC Remedy Email Engine Table 1-70 describes the issues that were resolved in patch 001. Table 1-70: Issues resolved in BMC Remedy Email Engine 7.5.00 patch 001 Issue ID
Description
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.
BMC Remedy Mid Tier Table 1-71 describes the issues that were resolved in patch 001. Table 1-71: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 001 (Sheet 1 of 2) Issue ID
Description
SW00311263
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.
SW00312045 SW00317331
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. BMC Remedy Action Request System Version 7.5.00
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Table 1-71: Issues resolved in BMC Remedy Mid Tier 7.5.00 patch 001 (Sheet 2 of 2) Issue ID
Description
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.
BMC Remedy User Table 1-72 describes the issues that were resolved in patch 001. Table 1-72: Issues resolved in BMC Remedy User 7.5.00 patch 001 (Sheet 1 of 2) Issue ID
Description
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 nonEnglish 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.
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Table 1-72: Issues resolved in BMC Remedy User 7.5.00 patch 001 (Sheet 2 of 2) Issue ID
Description
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.
Cumulative lists of updated files This 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 server (page 107)
BMC Remedy Approval Server (page 118)
BMC Remedy Assignment Engine (page 119)
BMC Remedy Email Engine (page 120)
BMC Remedy Flashboards (page 122)
BMC Remedy Mid Tier (page 123)
AR System server The 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:
locale—represents de, en, es, fr, it, ja, ko, pt_BR, ru, and zh_CN
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
Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 1 of 11) Patch directory including updated files
Destination directory
All platforms ./Allplatforms/def/locale/ BusinessTimeSegment_view.def
On Windows:
Note: This file does not pertain to en; it has not been
updated for ja, and is newly added for pt_BR.
ARSystemServerInstallDir\Arserver\ systemforms\locale\ On UNIX: ARSystemServerInstallDir/systemforms/ locale/
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Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 2 of 11) Patch directory including updated files
Destination directory
./Allplatforms/def/en/ AdminPref.def FlashboardObject.def
On Windows: ARSystemServerInstallDir\Arserver\ installforms\en\ On UNIX: ARSystemServerInstallDir/installforms/ en/
./Allplatforms/def/en/ ARRegistry.def BusinessTimeEntityAssoc.def BusinessTimeSegment.def Licenses.def ./Allplatforms/def/pt_BR/ AlertList_view.def Group_view.def HomePage_view.def reportforms_view.def reportvendor_view.def User_view.def UserPasswordChange_view.def UserPref_view.def ./Allplatforms/def/pt_BR/ BusinessTimeEntityAssoc_view.def BusinessTimeHolidays_view.def BusinessTimeSharedEntity_view.def BusinessTimeSharedEntityAssocJoin_view .def BusinessTimeWorkdays_view.def SHARE%Application_Interface_view.def
On Windows: ARSystemServerInstallDir\Arserver\ systemforms\en\ On UNIX: ARSystemServerInstallDir/systemforms/ en/ On Windows: ARSystemServerInstallDir\Arserver\ installforms\pt_BR\ On UNIX: ARSystemServerInstallDir/installforms/ pt_BR/
On Windows: ARSystemServerInstallDir\Arserver\ systemforms\pt_BR\ On UNIX: ARSystemServerInstallDir/systemforms/ pt_BR/
Windows ./winnt/bin/srvdb2.exe
ARSystemServerInstallDir\arserver.exe
or
For more information, see the relevant manual upgrade procedure for a patch.
./winnt/bin/srvmssql.exe or ./winnt/bin/srvoracl.exe
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Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 3 of 11) Patch directory including updated files
Destination directory
./winnt/bin/ armonitor.exe arplugin.exe arsvcdsp.exe portmap.exe runmacro.exe Serverds.exe arsnmpd.exe
ARSystemServerInstallDir\
./winnt/bin/driver.exe
ARSystemServerInstallDir\Arserver\api\ driver\
./winnt/lib/ ardbcconf.dll reportplugin.dll arcatalog_winntLocale.dll (non-Unicode)
ARSystemServerInstallDir\
Note: winntLocale represents de, eng, es, fr, it,
jpn, ko, pt, rus, and zh
arcatalog_winntLocale_W.dll (Unicode)
./winnt/lib/ arapi75.jar arxmlutil75.dll
ARSystemServerInstallDir\Arserver\api\ lib\ and ARSystemServerInstallDir\pluginsvr\
./winnt/lib/arapi75.dll
ARSystemServerInstallDir\ and ARSystemServerInstallDir\Arserver\api\ lib\ and ARSystemServerInstallDir\pluginsvr\
./winnt/lib/arapiext75.jar
ARSystemServerInstallDir\Arserver\api\ lib\
./winnt/lib/ardoc75.jar
ARSystemServerInstallDir\Arserver\api\ javaplugins\ and ARSystemServerInstallDir\Arserver\api\ lib\
./winnt/lib/ arealdap.dll areahub.dll
ARSystemServerInstallDir\arealdap\ and ARSystemServerInstallDir\Arserver\api\ area\ldap\winnt\
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Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 4 of 11) Patch directory including updated files
Destination directory
./winnt/lib/arpluginjni75.dll
ARSystemServerInstallDir\pluginsvr\ and ARSystemServerInstallDir\Arserver\ plugins\pluginjni\
./winnt/lib/arpluginsvr75.jar
ARSystemServerInstallDir\pluginsvr\
./winnt/lib/arutl75.dll
ARSystemServerInstallDir\ and ARSystemServerInstallDir\arealdap\ and ARSystemServerInstallDir\Arserver\api\ lib\ and ARSystemServerInstallDir\pluginsvr\
./winnt/lib/ arutiljni75.dll websvcjava75.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\ and ARSystemServerInstallDir\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\
All UNIX platforms (AIX, HP-UX, HP-UX for 64-bit Itanium, Linux, Solaris) ./unixPlatform/db2_db/arservdb2
ARSystemServerInstallDir/bin/arserverd
or
For more information, see the relevant manual upgrade procedure for a patch.
./unixPlatform/inf_db/arservinf or ./unixPlatform/ora_db/arservora or ./unixPlatform/syb_db/arservsyb Note: Informix and Sybase are not supported on Linux.
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Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 5 of 11) Patch directory including updated files
Destination directory
./unixPlatform/bin/ arservdsd armonitor arplugin arsnmpd arsvcdsp runmacro websvc75.jar
ARSystemServerInstallDir/bin/
./unixPlatform/api/lib/ arapi75.jar arapiext75.jar javadriver.jar
ARSystemServerInstallDir/api/lib/
./unixPlatform/api/lib/ arpluginsvr75.jar websvcjava75.jar
ARSystemServerInstallDir/pluginsvr/
./unixPlatform/api/lib/ FlashboardAgent.jar
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/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/
ARSystemServerInstallDir/api/lib/
libar.a libari75_aixp64.a libarxmlutil.a libarxmlutil_aixp64.a
./aix/bin/libar_aixp64.a
ARSystemServerInstallDir/api/lib/ and ARSystemServerInstallDir/bin/
./aix/bin/libarjni75.a
ARSystemServerInstallDir/api/lib/ and ARSystemServerInstallDir/pluginsvr/
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Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 6 of 11) Patch directory including updated files
Destination directory
./aix/bin/ libarcrypto.a libarcrypto_aixp64.a libwebservice.a
ARSystemServerInstallDir/bin/
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/ and ARSystemServerInstallDir/plugins/ ardbcconf/aix/ ./aix/plugins/areahub/aix/areahub.a
ARSystemServerInstallDir/arealdap/ and ARSystemServerInstallDir/plugins/ areahub/aix/
./aix/plugins/FlashboardObject/aix/ FlashboardObject.a
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ FlashboardObject/aix/
./aix/plugins/pluginjni/aix/ libarpluginjni75.a
ARSystemServerInstallDir/plugins/ pluginjni/aix/ and ARSystemServerInstallDir/pluginsvr/
./aix/plugins/serveradmin/aix/ ServerAdmin.a
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ serveradmin/aix/
./aix/plugins/ssoldap/aix/ssoldap.a
ARSystemServerInstallDir/plugins/ ssoldap/aix/
HP-UX ./hpux/bin/ libar.sl libari75_hppa64.sl libarxmlutil.sl libarxmlutil_hppa64.sl
ARSystemServerInstallDir/api/lib/
./hpux/bin/ libar.sl libar_hppa64.sl
ARSystemServerInstallDir/api/lib/
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Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 7 of 11) Patch directory including updated files
Destination directory
./hpux/bin/libarjni75.sl
ARSystemServerInstallDir/api/lib/ and ARSystemServerInstallDir/pluginsvr/
./hpux/bin/ libarcrypto.sl libarcrypto_hppa64.sl libwebservice.sl
ARSystemServerInstallDir/bin/
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/ and ARSystemServerInstallDir/plugins/ ardbcconf/hpux/
./hpux/plugins/ardbcldap/hpux/ ardbcldap.sl
ARSystemServerInstallDir/ardbcldap/
./hpux/plugins/areahub/hpux/areahub.sl
ARSystemServerInstallDir/arealdap/ and ARSystemServerInstallDir/plugins/ areahub/hpux/
./hpux/plugins/arealdap/hpux/ arealdap.sl
ARSystemServerInstallDir/arealdap/
./hpux/plugins/FlashboardObject/hpux/ FlashboardObject.sl
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ FlashboardObject/hpux/
./hpux/plugins/pluginjni/hpux/ libarpluginjni75.sl
ARSystemServerInstallDir/plugins/ pluginjni/hpux/ and ARSystemServerInstallDir/pluginsvr/
./hpux/plugins/serveradmin/hpux/ ServerAdmin.sl
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ serveradmin/hpux/
./hpux/plugins/ssoldap/hpux/ssoldap.sl
ARSystemServerInstallDir/plugins/ ssoldap/hpux/
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Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 8 of 11) Patch directory including updated files
Destination directory
HP-UX for 64-bit Itanium ./hpia64/bin/ libari75_hpia64.sl libarxmlutil_hpia32.sl libarxmlutil_hpia64.sl
ARSystemServerInstallDir/api/lib/
./hpia64/bin/ libar_hpia32.sl libar_hpia64.sl
ARSystemServerInstallDir/api/lib/
./hpia64/bin/libarjni75_hpia32.sl
ARSystemServerInstallDir/api/lib/
and ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/pluginsvr/
./hpia64/bin/ libarcrypto_hpia32.sl libarcrypto_hpia64.sl libwebservice_hpia32.sl
ARSystemServerInstallDir/bin/
Note: The libwebservice_hpia32.sl file is no
longer required in patch 004 or later.
reportplugin.sl reportplugin_hpia32.sl
./hpia64/bin/libarutiljni75_hpia32.so
ARSystemServerInstallDir/pluginsvr/
./hpia64/plugns/ardbcldap/hpia32/ ardbcldap.sl
ARSystemServerInstallDir/ardbcldap/
./hpia64/plugins/arealdap/hpia32/ areahub_hpia32.sl
ARSystemServerInstallDir/arealdap/ and ARSystemServerInstallDir/plugins/ areahub/hpia32/
./hpia64/plugins/arealdap/hpia32/ arealdap.sl
ARSystemServerInstallDir/arealdap/ and ARSystemServerInstallDir/plugins/ arealdap/hpia32/
./hpia64/plugins/ardbcconf/hpia32/ ardbcconf.sl
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ ardbcconf/hpia32/
./hpia64/plugins/serveradmin/hpia32/ ServerAdmin.sl
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ serveradmin/hpia32/
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Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 9 of 11) Patch directory including updated files
Destination directory
Linux ./linux/bin/ libar.so libar_lx64.so libari75_lx64.so libarxmlutil.so libarxmlutil_lx64.so
ARSystemServerInstallDir/api/lib/
./linux/bin/ libar.so libar_lx64.so
ARSystemServerInstallDir/api/lib/
./linux/bin/libarjni75.so
ARSystemServerInstallDir/api/lib/
and ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/pluginsvr/
./linux/bin/ libarcrypto.so libarcrypto_lx64.so libwebservice.so
ARSystemServerInstallDir/bin/
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/ and ARSystemServerInstallDir/plugins/ ardbcconf/linux/
./linux/plugins/ardbcldap/linux/ ardbcldap.so
ARSystemServerInstallDir/ardbcldap/
./linux/plugins/areahub/linux/ areahub.so
ARSystemServerInstallDir/areahub/ and ARSystemServerInstallDir/plugins/ areahub/linux/
./linux/plugins/arealdap/linux/ arealdap.so
ARSystemServerInstallDir/arealdap/ and ARSystemServerInstallDir/plugins/ arealdap/linux/
./linux/plugins/FlashboardObject/linux/ ARSystemServerInstallDir/bin/ FlashboardObject.so and ARSystemServerInstallDir/plugins/ FlashboardObject/linux/
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Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 10 of 11) Patch directory including updated files
Destination directory
./linux/plugins/pluginjni/linux/ libarpluginjni75.so
ARSystemServerInstallDir/plugins/ pluginjni/linux/ and ARSystemServerInstallDir/pluginsvr/
./linux/plugins/serveradmin/linux/ ServerAdmin.so
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ serveradmin/linux/
./linux/plugins/ssoldap/linux/ ssoldap.so
ARSystemServerInstallDir/plugins/ ssoldap/linux/
Solaris ./solaris/bin/ libar.so libar_solsp64.so libari75_solsp64.so libarxmlutil.so libarxmlutil_solsp64.so
ARSystemServerInstallDir/api/lib/
./solaris/bin/ libar.so libar_solsp64.so
ARSystemServerInstallDir/api/lib/
./solaris/bin/libarjni75.so
ARSystemServerInstallDir/api/lib/
and ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/pluginsvr/
./solaris/bin/ libarcrypto.so libarcrypto_solsp64.so libwebservice.so
ARSystemServerInstallDir/bin/
Note: The libwebservice.so file is no longer
required in patch 004 or later.
reportplugin.so
./solaris/bin/libarutiljni75.so
ARSystemServerInstallDir/pluginsvr/
./solaris/plugins/ardbcconf/solaris/ ardbcconf.so
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ ardbcconf/solaris/
./solaris/plugins/areahub/solaris/ areahub.so
ARSystemServerInstallDir/arealdap/ and ARSystemServerInstallDir/plugins/ areahub/solaris/
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Table 1-73: Files updated in patch releases for version 7.5.00 of BMC Remedy Action Request System server (Sheet 11 of 11) Patch directory including updated files
Destination directory
./solaris/plugins/FlashboardObject/ solaris/FlashboardObject.so
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ FlashboardObject/solaris/
./solaris/plugins/pluginjni/solaris/ libarpluginjni75.so
ARSystemServerInstallDir/plugins/ pluginjni/solaris/ and ARSystemServerInstallDir/pluginsvr/
./solaris/plugins/serveradmin/solaris/ ServerAdmin.so
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ serveradmin/solaris/
./solaris/plugins/ardbcldap/solaris/ ardbcldap.so
ARSystemServerInstallDir/ardbcldap/
./solaris/plugins/arealdap/solaris/ arealdap.so
ARSystemServerInstallDir/arealdap/
./solaris/plugins/ardbcconf/solaris/ ardbcconf.so
ARSystemServerInstallDir/bin/ and ARSystemServerInstallDir/plugins/ ardbcconf/solaris/
./solaris/plugins/ssoldap/solaris/ ssoldap.so
ARSystemServerInstallDir/plugins/ ssoldap/solaris/
Corrections in earlier patch documents In patch 001 and 002, the following files were wrongly mentioned as changed (they have now been removed from the relevant tables in this document):
arcache
arregistryplugin75.jar
jlicapi75.dll
arcache.exe
arreload
jlicapi75.jar
archgid
arreload.exe
produse
ardist
arsnmpd
sampleardbc.jar
arjni75.dll
arsnmptrap
samplearea.jar
arlabel
arsignal
samplefilterapi.jar
arpluginsdoc.jar
arsrv75.dll
samplePluginDependency.jar
artext
samplesrc.jar
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.
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BMC Remedy Approval Server The 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 uses variables to represent the following directories:
locale—represents de, en, es, fr, it, ja, ko, pt_BR, ru, and zh_CN
unixPlatform—represents aix, hpux, hpia32, linux, and solaris
Table 1-74: Files updated in patch releases for version 7.5.00 of BMC Remedy Approval Server (Sheet 1 of 2) Patch directory including updated files
Destination directory
All platforms ./files/def/en/VisModReg/Approval_0.jar approvalServerInstallDir/templates/en/ VisModReg/ ./files/def/en/ AP%Detail-AdhocDetails1.def AP%Detail-Signature2.def AP%PendingApprovals1.def AP%PendingApprovals2.def AP%PendingApprovals2.xml AP%PreviewInfo1.def AP%QuestCommentInfo1.def AP%QuestCommentInfo2.def AP%Reassign1.def AP%Reassign2.def AP%ShowDetail1.def AP%ShowDetail2.def AP%Signature1.def AP%Signature2.def
approvalServerInstallDir/templates/en/
./files/def/locale/ AP%AdhocDialog_view.def AP%PendingApprovals_view.def AP%PreviewInfo_view.def AP%Show-Detail_view.def
approvalServerInstallDir/templates/ locale/
Note: These files do not pertain to en.
./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/
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Table 1-74: Files updated in patch releases for version 7.5.00 of BMC Remedy Approval Server (Sheet 2 of 2) Patch directory including updated files
Destination directory
./files/def/pt_BR/ AP%Admin-DeleteVerify_view.def AP%Alternate_view.def AP%Detail-Signature_view.def AP%Dtl-Sig-MoreInfoDialog_view.def AP%More_Information_view.def AP%Password_view.def AP%QuestionCommentInfo_view.def AP%Reassign_view.def AP%ShowDetail-DeleteVerify_view.def AP%Signature_view.def Approval_Central_view.def
approvalServerInstallDir/templates/ pt_BR/
Windows ./files/winnt/ arapprove.dll arapupgd.exe arjoinfix.exe
approvalServerInstallDir\bin\
All UNIX platforms (AIX, HP-UX, HP-UX for 64-bit Itanium, Linux, Solaris) ./files/unixPlatform/bin/ arapprove.* arapupgd arjoinfix
approvalServerInstallDir/bin/
Note: The arapprove.* extensions are as follows:
.a for AIX .sl for HP-UX and HP-UX for Itanium .so for Linux and Solaris
BMC Remedy Assignment Engine The 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.
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Table 1-75: Files updated in patch releases for version 7.5.00 of BMC Remedy Assignment Engine Patch directory including updated files
Destination directory
All platforms ./files/def/en/ ASE%Assignment_Association_WF1.def ASE%Assignment_Process_WF1.def ASE%Assignment_Rules_WF1.def ASE%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/
BMC Remedy Email Engine The email engine files are located in the patchDownloadDir/email/ directory. Table 1-76 lists all the directories and files within that location. Table 1-76 uses variables to represent the following directories:
platform—represents aix, hpux, linux, solaris, and winnt
unixPlatform—represents aix, hpux, hpia32, linux, and solaris
Table 1-76: Files updated in patch releases for version 7.5.00 of BMC Remedy Email Engine (Sheet 1 of 2) Patch directory including updated files
Destination directory
All platforms ./files/platform/ arapi75.jar armapi75.jar arutil75.jar emaildaemon.jar
emailEngineInstallDir/
Windows ./files/winnt/ arapi75.dll arjni75.dll armapi75.dll arrpc75.dll arutiljni75.dll arutl75.dll arxmlutil75.dll emaild.exe
emailEngineInstallDir\
All UNIX platforms (AIX, HP-UX, HP-UX for 32-bit Itanium, Linux, Solaris) ./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. 120
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emailEngineInstallDir/
Cumulative lists of updated files
Table 1-76: Files updated in patch releases for version 7.5.00 of BMC Remedy Email Engine (Sheet 2 of 2) Patch directory including updated files
Destination directory
AIX ./files/aix/ libar.a libar_aixp64.a libari75_aixp64.a libarjni75.a libarutiljni75.a libarxmlutil.a libarxmlutil_aixp64.a
emailEngineInstallDir/
HP-UX ./files/hpux/ libar.sl libar_hppa64.sl libari75_hppa64.sl libarjni75.sl libarutiljni75.sl libarxmlutil.sl libarxmlutil_hppa64.sl
emailEngineInstallDir/
HP-UX for 32-bit Itanium ./files/hpia32/ libar.sl libar_hpia32.sl libar_hpia64.sl libarxmlutil.sl libarxmlutil_hpia32.sl libarxmlutil_hpia64.sl
emailEngineInstallDir/
Linux ./files/linux/ libar.so libar_lx64.so libari75_lx64.so libarjni75.so libarutiljni75.so libarxmlutil.so libarxmlutil_lx64.so
emailEngineInstallDir/
Solaris ./files/solaris/ libar.so libarjni75.so libarutiljni75.so libarxmlutil.so libarxmlutil_solsp64.so
emailEngineInstallDir/
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Corrections in earlier patch documents The 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 Flashboards The 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) Patch directory including updated files
Destination directory
All platforms ./files/platform/ arapi75.jar arapiext75.jar ardoc75.jar arutil75.jar
flashboardsServerInstallDir/
Windows ./files/winnt/ arapi75.dll arjni75.dll arrpc75.dll arutiljni75.dll arutl75.dll arxmlutil75.dll
flashboardsServerInstallDir\
AIX ./files/aix/ libar.a libar_aixp64.a libari75_aixp64.a libarjni75.a libarutiljni75.a libarxmlutil.a libarxmlutil_aixp64.a
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flashboardsServerInstallDir/
Cumulative lists of updated files
Table 1-77: Files updated in patch releases for version 7.5.00 of BMC Remedy Flashboards (Sheet 2 of 2) Patch directory including updated files
Destination directory
HP-UX ./files/hpux/ libar.sl libar_hppa64.sl libari75_hppa64.sl libarjni75.sl libarutiljni75.sl libarxmlutil.sl libarxmlutil_hppa64.sl
flashboardsServerInstallDir/
./files/hpux/api/lib arapi75.jar arapiext75.jar ardoc75.jar arutil75.jar
flashboardsServerInstallDir/
HP-UX for 64-bit Itanium ./files/hpia32/ libar_hpia32.sl libarjni75_hpia32.so libarutiljni75_hpia32.so libarxmlutil_hpia32.sl
flashboardsServerInstallDir/
Linux ./files/linux/ libar.a libar.so libar_lx64.a libar_lx64.so libari75_lx64.so libarjni75.so libarutiljni75.so libarxmlutil.so libarxmlutil_lx64.so
flashboardsServerInstallDir/
Solaris ./files/solaris/ libar.a libar.so libarjni75.so libarutiljni75.so libarxmlutil.so
flashboardsServerInstallDir/
BMC Remedy Mid Tier BMC Remedy Mid Tier files are located in the patchDownloadDir/midtier/ directory. Table 1-78 lists all the directories and files within that location.
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Table 1-78 uses variables to represent the following directories:
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) Patch directory including updated files
Destination directory
All platforms ./files/allplatforms/LocalPlugins/ Flashboard/Flashboard.jar
midTierInstallDir/LocalPlugins/ Flashboard/
./files/allplatforms/LocalPlugins/ Report/Report.jar
midTierInstallDir/LocalPlugins/Report/
./files/allplatforms/resources/browser/ midTierInstallDir/resources/browser/ javascript/popups/ javascript/popups/
Menu.js MenuRTL.js PopupSupport.js SimpleTable.js SimpleTableRTL.js we.js
./files/allplatforms/resources/browser/ midTierInstallDir/resources/browser/ javascript/ javascript/ ClientCore.js ClientCoreAcc.js ClientCoreProf.js ClientCoreRTL.js ./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/
midTierInstallDir/resources/standard/ javascript/timezone/
Note: See “Time-zone related files” on page 127.
./files/allplatforms/resources/ standard/javascript/ LocalizedMessages.js LocalizedMessages_en.js LocalizedMessages_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/
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Table 1-78: Files updated in patch releases for version 7.5.00 of BMC Remedy Mid Tier (Sheet 2 of 4) Patch directory including updated files
Destination directory
./files/allplatforms/shared/config/ config_add_arserver.jsp config_cache_adv.jsp
midTierInstallDir/shared/config/
./files/allplatforms/shared/ login.jsp login_common.jsp view_form.jsp wait.jsp
midTierInstallDir/shared/
./html/SaveQuickReportPopup.html
midTierInstallDir/resources/standard/ html/
./files/allplatforms/WEB-INF/classes/ config.properties LocalizedMessages.properties LocalizedMessages_en.properties LocalizedMessages_pt_BR.properties
midTierInstallDir/WEB-INF/classes/
./files/allplatforms/WEB-INF/lib/ arapi70.jar arapi75.jar ARInterfaces70.jar arutil70.jar arutil75.jar ARWebReportViewer.jar Config.jar GraphPlugin.jar Logger.jar MidTier.jar ReportCommon.jar slf4j-jdk14-1.5.8.jar slf4j-api-1.5.8.jar Support.jar websvcjava75.jar
midTierInstallDir/WEB-INF/lib/
./files/allplatforms/WEB-INF/lib/ ehcache-core-2.0.1.jar
midTierInstallDir/WEB-INF/lib/ehcachecore-1.2.4.jar
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Table 1-78: Files updated in patch releases for version 7.5.00 of BMC Remedy Mid Tier (Sheet 3 of 4) Patch directory including updated files
Destination directory
Windows ./files/winnt/ arapi70.dll arapi71.dll arapi75.dll arcatalog_winntLocale.dll
midTierInstallDir\WEB-INF\lib\
Note: winntLocale represents de, eng, es, fr, it,
jpn, ko, rus, and zh.
arjni70.dll arjni75.dll arodbc75.dll arrpc70.dll arrpc71.dll arrpc75.dll arutiljni70.dll arutiljni75.dll arutl70.dll arutl71.dll arutl75.dll icudtbmc32.dll mfc71.dll msvcp71.dll msvcr71.dll rcmn71.dll
All UNIX platforms (AIX, HP-UX for RISC, Linux, Solaris) ./files/unixPlatform/ arapi70.jar ardoc70.jar arutil70.jar jlicapi70.jar libari70.* libarjni70.* libarjni75.* libarutiljni70.* libarutiljni75.* libjlicapi70.* libjlicapi71.*
midTierInstallDir/WEB-INF/lib/
Note: The .* extensions are as follows:
.a for AIX .sl for HP-UX .so for Linux and Solaris
./files/unixPlatform/locale/C/ arsystem.cat
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midTierInstallDir/WEB-INF/lib/locale/C/
Cumulative lists of updated files
Table 1-78: Files updated in patch releases for version 7.5.00 of BMC Remedy Mid Tier (Sheet 4 of 4) Patch directory including updated files
Destination directory
HP-UX for 32-bit Itanium ./files/hpia32/ arapi70.jar ardoc70.jar arutil70.jar jlicapi70.jar libarjni70.so libarjni70_hpia32.so libarjni75_hpia32.so libarutiljni70.so libarutiljni70_hpia32.so libarutiljni75_hpia32.so libarxmlutil.sl libarxmlutil_hpia32.sl libjlicapi70.so libjlicapi70_hpia32.so
midTierInstallDir/WEB-INF/lib/
./files/hpia32/locale/C/arsystem.cat
midTierInstallDir/WEB-INF/lib/locale/C/
Time-zone related files The following files related to time zones were updated in patch 003:
AET.js
Atlantic_Bermuda.js
Africa_Cairo.js
Atlantic_Faroe.js
AGT.js
Australia_ACT.js
America_Argentina_Buenos_Aires.js
Australia_Adelaide.js
America_Argentina_Catamarca.js
Australia_Broken_Hill.js
America_Argentina_ComodRivadavia.js
Australia_Canberra.js
America_Argentina_Cordoba.js
Australia_Currie.js
America_Argentina_Jujuy.js
Australia_Eucla.js
America_Argentina_La_Rioja.js
Australia_Hobart.js
America_Argentina_Mendoza.js
Australia_LHI.js
America_Argentina_Rio_Gallegos.js
Australia_Lord_Howe.js
America_Argentina_San_Juan.js
Australia_Melbourne.js
America_Argentina_Tucuman.js
Australia_NSW.js
America_Argentina_Ushuaia.js
Australia_Perth.js
America_Buenos_Aires.js
Australia_South.js
America_Campo_Grande.js
Australia_Sydney.js
America_Catamarca.js
Australia_Tasmania.js
America_Cordoba.js
Australia_Victoria.js
America_Cuiaba.js
Australia_West.js
America_Grand_Turk.js
Australia_Yancowinna.js
America_Havana.js
BET.js
BMC Remedy Action Request System Version 7.5.00
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Where to get the latest product information
America_Indiana_Tell_City.js
Brazil_East.js
America_Indiana_Winamac.js
Cuba.js
America_Jujuy.js
Egypt.js
America_Mendoza.js
Europe_Guernsey.js
America_Moncton.js
Europe_Isle_of_Man.js
America_Montevideo.js
Europe_Jersey.js
America_Nassau.js
Europe_Podgorica.js
America_Rosario.js
Europe_Volgograd.js
America_Sao_Paulo.js
Iran.js
Antarctica_McMurdo.js
NST.js
Antarctica_South_Pole.js
NZ-CHAT.js
ART.js
NZ.js
Asia_Amman.js
Pacific_Auckland.js
Asia_Damascus.js
Pacific_Chatham.js
Asia_Gaza.js
Asia_Tehran.js
Where to get the latest product information To 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.
© Copyright 2009 - 2011 BMC Software, Inc. BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. AIX, DB2, Informix, and IBM are trademarks or registered trademarks of International Business Machines Corporation in the United States, other countries, or both. Linux is the registered trademark of Linus Torvalds. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. 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. BMC SOFTWARE INC 2101 CITYWEST BLVD, HOUSTON TX 77042-2827, USA• 713 918 8800 Customer Support: 1 800 537 1813 (United States and Canada) or contact your local support center
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