Instructions on Implementation of Smart IT 1908 HF1

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    PRODUCT:

    Remedy with Smart IT


    COMPONENT:

    Remedy with Smart IT


    APPLIES TO:

    Smart IT 19.08



    QUESTION:

    How to Apply the Smart IT 19.08 Hotfix 01. 


    ANSWER:

     

     
      
       
    1. Downloading the Patch
      
    You can download the Smart IT 19.08 Hotfix 6 from below FTP Location

    ftp://ftp.bmc.com/pub/SmartIT1908/SmartIT_1908_HF1_191112-091647.zip

    Package Name: SmartIT_1908_HF1_191112-091647.zip
    Extract the Patch
    Contents:
    AR - SR_1908_20191108_CU_ALL.zip. Extract this package and deploy Server1908HotFix.zip within AR System Deployment Console
    ITSM - Deploy ITSM1908HF_191114-021814.zip within AR System Deployment Console
    SRM – SRM1908HF_191108-131300.zip within AR System Deployment Console
    SmartIT: SmartIT1908_HF1_191112-091647.zip within AR System Deployment Console
       
       
    1.      
           
      1. Deployment of Patch
      2.   
       
       
    1. Make sure the AR System Monitor form has correct server listed for ARServer, Smart IT
    2.  
    3. Make sure Smart IT File deployer service is up and running on Smart IT Server host.
    4.  
    5. Log into the AR System Midtier as the admin user.
    6.  
    7. From the Application Flyout, select AR System Administration > AR System Deployment Management Console
      
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    Click on the Transfer Package and Import

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    Add Attachment dialog will popup
       
       
    1.      
           
      1. Deployment of AR Patch
      2.   
       Select the AR Hotfix

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    You will see the AR Fix listed ready to deploy

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    From the Operations, Click Deploy

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    You can monitor the progress of Hotfix by click on View



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    At this point, you can see the binary deployment in pending and has status waiting for utility to run.




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    Execute arpayloaddeploymentutil.bat from C:\Program Files\BMC Software\ARSystem directory


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    Execute arpayloaddeploymentutil.bat from C:\Program Files\BMC Software\ARSystem directory

    Once the binary successfully deployed, you can see deployment success

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    Package status get changed from Ready to deploy to Deployed

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    1.      
           
      1. Deployment of ITSM Patch
      2.   
      
     Select the ITSM Patch to import

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    Click Deploy
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    Click view to confirm all the items get successfully deployed

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    1.      
           
      1. Deployment of SRM Patch
      2.   
      
    Select the SRM patch to Import
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    Click Deploy

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    Click view to confirm all the packages are successful
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    1.      
           
      1. Deployment of Smart IT Patch
      2.   
      
    Note: The Smart IT Package is of size 433 MB. Please make sure the default java plugin server is set to 4GB atleast for the package deployment to work. In addition to java plugin server, make sure the tomcat heap is set to at least 2 GB.
    Configuring the Default Java plugin server to 4GB ( 4096 m)
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    Configuring Tomcat Heap
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    Select the Smart IT Patch to import
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    Click Deploy
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    Click view to confirm the package status, you can see the package is ready for binary deployment.

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    Execute arpayloaddeploymentutil.sh from /opt/bmc/Smart_IT/Smart_IT/filedeployer
    Note: Make sure JAVA_HOME is set, otherwise, you will get an below error
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    After setting JAVA_HOME and starting the filedeployer service, run the arpayloaddeploymentutil.sh

    Review arfiledeployer.log for successful install of hotfix
    Location: /opt/bmc/Smart_IT/Smart_IT/filedeployer/Logs/arfiledeployer.log
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    Once the patch successfully deployed
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    1.      
           
      1. Verifying Patch after successful Install
      2.   
      
    Access SHARE:Application_Properties and within Property Value, Enter – BMC Remedy Action Request System

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    ITSM
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    SRM
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    Smart IT
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    1.      
           
      1. Troubleshooting Patch
      2.   
      
    In the Event of AR Patch failure, please share below logs from. .\Program Files\BMC Software\ARSystem\Arserver\Db directory  
       
    1. Arerror.log
    2.  
    3. Armonitor.log
    4.  
    5. Arfiledeployer.log
    6.  
    7. Ard2pplugin.log
      
    In the Event of ITSM or SRM Patch failure, share the below logs from \Program Files\BMC Software\ARSystem\Arserver\Db directory

    Ard2pplugin.log

    In the Event of SmartIT Patch failure, please share below logs from ..\Program Files\BMC Software\ARSystem\Arserver\Db directory
    .\Program Files\Apache Software Foundation\Tomcat 8.5_SmartITTomcat8\logs
    Catalina.<date>
    Localhost.<date>

    .\Program Files\BMC Software\Smart_IT\Smart_IT\Logs
    Smartit.log
    Smartit-error.log
    Smartit-sysinfo.log


    . . \Program Files\BMC Software\Smart_IT\Smart_IT\filedeployer\Logs
    Arfiledeployer.log
    Armonitor.log


       
       
    1.      
           
      1. AR Defects addressed in this Patch
      2.   
      
     
     
    Defect Fixes
                                                                                                                                                                                                                                                                            
    DefectDescriptionDate
    SW00563222While deploying SRM1908 D2P getting Nullpointer Exception.11/07/2019
    SW00563201External REST API Consumption - Flat JSON mapped in Request Mapping not able to materialize in HTTP requests.11/06/2019
    SW00563190STRCONVERT function fails when used on a CLOB field containing more than 4000 characters, and the field contains multibyte characters.11/06/2019
    SW00562529Custom escalation that used to work before 9.1.04 results in com.bmc.arsys.domain.etc.ARException: ERROR (9760): Workflow API function called from improper filter phase.10/14/2019
    SW00562469Time out issue when submitting ticket and notify to email address matches many records.10/11/2019
    SW00562417Issue with Application-Release-Pending command.10/09/2019
    SW00562380CMDB cross-launch is not working.10/07/2019
    SW00562241Table Sorting Change Not Reflected in overlays after restart.10/03/2019
    SW00562144AR Server skips parameter binding for GROUP BY and HAVING clauses, leading to performance issues10/01/2019
    SW00561825CE on WOI:WorkOrderInterface_Create form caused StringIndexOutOfBoundsException09/19/2019
      



      
       
    1.      
           
      1. Smart IT Defects addressed in this patch
         
      2.   
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                       
    DefectDescriptionDate
    SW00561606*Smart IT: Incident template should show the list of templates for which customer is having access2019/11/12
    SW00561649*Incident gets submitted in resolved status with auto routing enabled on "Assignment by capacity" rule2019/11/12
    SW00561756*Disable Collision Detection when “autoTriggerChangeCollisionForCIsUpto” is set to 02019/11/12
       
    SW00561817*Creation of KA from SmartIT is adding <p> tag instead <br> when moving to the next string using Enter (DRIIT-35742)2019/11/12
    SW00561863*[Android] : While accessing Asset console SmartIT android client crashes when device language is non supported2019/11/12
    SW00561994*ARException in SmartIT (Asset) while editing Primary Capability and System Type field2019/11/12
    SW00562076*SmartIT Release ticket - Support Group not shown in Add Approval Group unless Change Approver Role is Added2019/11/12
    SW00562079*Change Management Risk Questions are not keeping their answers when you select a different Change Location Company from the default initially selected.2019/11/12
    SW00562087*ARException: ERROR (1291039) while creating an incident from Smart Recorder.2019/11/12
    SW00562164*[Android] Unable to create Task from Change Request for cross company.2019/11/12
    SW00562165*[Android] SmartIT Release ticket - Support Group not shown in Add Approval Group unless Change Approver Role is Added2019/11/12
    SW00562283*[UC] [L10N] New Calendar has wrong Translation for "Change"2019/11/12
    SW00562485*Template Name not populated when creating change using a template in Draft state.2019/11/12
    SW00562486*Duplicate Approval list in SmartIT.2019/11/12
    SW00562492*SMART IT Usage Reports Not Working2019/11/12
    SW00562498*Attachments from messages to All cannot be opened in Smart IT 19.022019/11/12
    SW00562509*Activity data is not displayed in the incident view when a work info is created from Remedy Inbound Email Rules via Request creating the Incident Work Info2019/11/12
    SW00562537*Assign to Me in Smart IT not displaying all the expected Support Groups2019/11/12
    SW00562538*SmartIT: Error Message: ARSetGetEntryException: ERROR (51001): When we change the Customer in WO2019/11/12
    SW00562540*On field change trigger does not fire unless there is a provider action2019/11/12
    SW00562541*Asset attributes alignment in Smart-IT2019/11/12
    SW00562605*[iOS] Customer has updated to iOS 13 and after opening SmartIT app is getting crashed.2019/11/12
    SW00562614*[IOS]SmartIT Release ticket - Support Group not shown in Add Approval Group unless Change Approver Role is Added2019/11/12
    SW00562617*[iOS] Unable to create Task from Change Request for cross company.2019/11/12
    SW00562842*Ticket Console not showing more than 75 tickets after search even if there are more than 75 tickets present2019/11/12
    SW00562843*SmartIT - Worknote Issue2019/11/12
    SW00562981*“RKM_UpdateRequests.Update_Request_Type” Populating Incorrectly2019/11/12
    SW00563077*‘a’ or ‘p’ showing at the end of time in Change calendar in SmartIT2019/11/12
    SW00563138*Container - Smart IT DB upgrade job doesnt work when upgrading from 18.02 to 19.xx2019/11/12
      


      

      

     


    Article Number:

    000175708


    Article Type:

    FAQ/Procedural



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