Remedy - D2P - Pre-Deployment Checklist for AR, ITSM d2p packages

Knowledge Article

Article Number

000208169

Old Article Number

000168577

Article Type

FAQ/Procedural

Title

Remedy - D2P - Pre-Deployment Checklist for AR, ITSM d2p packages - INCLUDES VIDEO

Summary

List of steps to follow before deploying any AR/ITSM d2p packages

Product

Remedy AR System Server

Component

Remedy AR System Server

Applies to

Remedy AR, ITSM 9.x, 18.0x, 19.x, 20.x

Question

What are the steps to follow before deploying AR, ITSM d2p packages e.g. Hotfix, patch?.

Answer

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

Review configuration of these Forms & Files :

JAVA_HOME parameter: Should be set with valid java jre path (Note: This must be same as BMC_JAVA_HOME).

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AR System Monitor Form:
Should have ONE entry with correct hostname for each monitor type, with correct ranking . E.g. AR Server, Midtier, Smart IT. (Delete any incorrect or duplicate entries). see Setting the component ranking order before deploying a binary payload for more information.

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monitor-ARServer-guid.properties File: located under ARSystem directory for AR & ITSM package and filedeployer directory for Midtier & Smart IT Application

Monitor ID from AR System Monitor form should match with the entry present in this file (Note: If the GUIDs do not match and we must correct this problem using steps:
Delete the monitor-ARServer-guid.properties file, restart ARServer (or other affected component such as Mid-Tier or Smart IT), and a new file along with a new GUID entry will get created.

Review the AR System Monitor form and delete the original GUID since a new one was generated.)

ar.cfg File: located under Conf directory
Only ONE Server-Plugin-Alias entry should exists for ARSYS.ARF.ARMIGRATE plugin and should have reference to correct Server-Connect-Name and Port.

pluginsvr_config.xml File: located under pluginsvr directory
One entry of ARSYS.ARF.ARMIGRATE plugin along with all required path elements should be present.

armonitor.cfg File: located under Conf directory
One entry of arfiledeployer plugin process should be present with correct .jar file version.

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Plugin Server and Tomcat Server Heap Size:
To avoid a delay in the D2P package import, an issue where the package disappears from the console or a java OutOfMemory error for the arjavaplugin server, make sure to have max heap set between 3 and 4 GB for the main arjavaplugin server process as well as the Tomcat Server. Here we see an example from the armonitor.cfg of 3GB (-Xmx3072m) for the main plugin server and then the Tomcat server reflecting 4GB min and 4GB max:

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See below document for steps for Linux system.
Increasing the JVM memory allocation and thread stack size

IIS Request Filtering - Maximum Allowed Content Length
If you are using IIS as your web server and Tomcat as your JSP Engine, the Maximum Allowed Content Length parameter may need to be adjusted to allow large files.
Recommended setting: 265000000 (approx 250 MB)
IIS-RequestFiltering

The default location for the deployment packages is C:\Program Files\BMC Software\ARSystem\Arserver\Db\BMC_DEPLOYMENT_PACKAGES folder. Search this for for a specific def file name.

Disable the Remedy Encryption Security
If your base system has Remedy Encryption Security installed, disable the Remedy Encryption Security before importing or deploying a package. You can enable the Remedy Encryption Security again after deploying a package. You cannot import a package to apply a patch or hotfix on your system if you have Remedy Encryption Security installed.

Check Before you begin for more details.

Deployment Configuration and Troubleshooting document:
https://docs.bmc.com/docs/brid2002/applying-a-deployment-package-908972123.html
https://docs.bmc.com/docs/display/brid1902/Applying+a+deployment+package
https://docs.bmc.com/docs/brid1808/troubleshooting-package-deployment-issues-818712696.html
https://docs.bmc.com/docs/display/brid1902/Troubleshooting+package+deployment+issues
https://docs.bmc.com/docs/brid2002/troubleshooting-package-deployment-issues-908972561.html

VIDEO

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