BMC Remedy Hotfix, Patch and Service Pack Process

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy AR System Server


    APPLIES TO:

    BMC Remedy AR System Server, BMC Remedy Mid-Tier, BMC Atrium Core, BMC IT Service Management, and BMC Remedy Smart IT



    QUESTION:

    What is the BMC Remedy Hotfix, Patch and Service Pack Process?


    ANSWER:

    If a defect is confirmed by BMC, a defect ID is created and sent to the customer.  This defect is then triaged and reviewed for fixing in a future patch or service pack.  Please find below further information on the guidelines around the creation of hot fixes, patches and service packs.
    Hot fixes—Hot fixes are considered for situations where there is a Critical Service Impact or severe loss of existing functionality and there is no viable workaround or fix available in an existing patch. Typically, hot fixes are produced only for severity 1 and severity 2 issues, but on occasion, may be released for severity 3 issues where there is no workaround and the defect may affect numerous customers. Hot fixes are meant to be used as temporary emergency fixes until the fix is released in a patch or service pack.
    Note: BMC recommends that the customer should consume the patch or service pack once released, as the hot fix becomes deprecated on the release of a patch.
    The following factors are reviewed as a part of the hot fix consideration:

       
    • Whether it is for a limited release or a full supported release. For a limited release, the hot fix approval is even more restrictive than a full supported release.
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    • Scope of the impact and severity of the defect.
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    • Risk of regression and the complexity of code change.
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    • Impact to the go live schedule.
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    • Whether a workaround exists.
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    • Whether the fix is already available in a more current release, such as a patch or service pack.
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    • If any architectural changes are required.
       All hot fixes are cumulative, and when provided, will be on the most current patch release for a given version, which becomes a part of the next patch release. Hot fixes are not built or released on a regular cadence as they are for emergency situations only. If a fix is too complex or inappropriate for a hot fix, it will be deferred to a patch or service pack. Hot fixes are not provided with an installer and require manual application. Hot fixes go through basic QA and very limited regression testing and automation runs due to time constraints. On rare occasions, for the most critical of issues, a backport may be considered, but incurs more risk to stability.
    Note: Hot fixes are built or released on the latest patch only, unless there are some exceptional circumstances.
    Patches —Patches are cumulative and contain all the previous hot fixes to date (roll up of existing fixes). Patches go through a more stringent quality check than hot fixes do. Patches contain deferred fixes as well as fixes that are previously provided as a hot fix. Fixes that require major design changes or risk will be deferred to service packs. Patches are planned for release on a regular cadence of a 6-8 week cycle.
    Note: Patches are planned for release on the latest service pack only.
    Service packs —Service packs are typically planned for release twice each year. These service packs are cumulative and contain the features and fixes of all the previous service packs and patches for that particular version. Service packs generally include enhancements and defect fixes.
    Note: BMC recommends that the customer should consume the patch or service pack once released, as the hot fix becomes deprecated on the release of a patch.
    For more information, contact BMC Customer Support.

    BMC recommended hotfixes : ftp://ftp.bmc.com/pub/ARRecommendedFixes/Server/

      

     


    Article Number:

    000141651


    Article Type:

    FAQ/Procedural



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