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BMC Remedy Action Request SystemServer


Version 7.0.01 Patch 012 December 09, 2010 Corrects various known issues in the BMC Remedy Action Request System server

BMC Software is alerting users of version 7.0.01 of the BMC Remedy Action Request System (AR System) server 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 800 537 1813 (United States or Canada) or call your local support center.

Current patch information


Product updates in patch 012
The following configuration options were added in patch 012.

Use-FTS-In-Workflow
To help resolve SW00339879, the Use-FTS-In-Workflow configuration option was added, which allows you to alter default behavior when 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.

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Resolved issues
Table 2: Issues resolved in AR System server 7.0.01 patch 012
Issue number Summary

SW00283442 SW00328778 SW00331158 SW00333344 SW00333705 SW00336430

On Linux, ARERR 9388 occurred when trying to access forms through BMC Remedy Mid Tier if encryption was set to required. Fixed time escalations could be skipped if object definition changes caused a new cache to be created prior to the escalation being fired. When performing a search by using a custom qualification, non-administrator users encountered ARERR 553. If the filter processing returned a warning, audit did not take place. ARERR 301 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. The AR System server failed to respond as expected when running a web service based on a date field that was not in the YYYY-MM-DD format. Memory leak occurred in the AR System server during the execution of ARTerminate API call. In the Spanish AR System server, the full text search operations failed because the search engine used the misspelled language (SPANNISH, instead of SPANISH) from the TABLE_LANGUAGE. If FTS licenses existed on the AR System server, the server always used FTS in workflow searches instead of using the database search function.

SW00337341

SW00339879

SW00340013 SW00340848

Note: See on page 1. Pending full text indexing tasks from a server could get modified incorrectly by another server in a server group. The AR System server did not attempt to reconnect to the database after it encountered the ORA-01254 error from an Oracle RAC setup. (The Recovery Manager was processing a backup operation.) The AR System server failed to respond when a filter used converted values in a Set Field action. Even though the <documentType> was set to Partial, the Web Service accepted the whole document and updated the record. If you used the Localized-Server: T option and custom error messages in the AR System Messages Catalog form when the message length was more than 255 characters, the AR System server stopped responding.

SW00341732

SW00350966 SW00352215

SW00356489

BMC Remedy Action Request SystemServer, Version 7.0.01 Patch 012

Current patch information

Known Issues
Table 1: Known issues
Issue number Summary

The following specification was not included in the Form and Application Objects Guide under the Reserved field ranges section in the Appendix B, Reserved Fields. ID Range: 1000000-1999999 Type of fields that use the field IDs: Global fields Customers should use 1000000 1699999 SW00247454 BMC applications use 1700000 - 1999999 If the following filters are disabled on Unicode Server installation, you have to enable them manually. Business Time Segment-ChkSchedDates_001 None Business Time Segment-ChkSchedDates_004 When you delete a form in Sybase database, the associated filters are not deleted. Therefore, you might see the following error while re-importing the forms. Values for this entry violate a unique index defined on this form. Workaround: Execute the following command on Sybase database before importing the forms. sp_dboption <database-name>, "ddl in tran", true

SW00293900

Fixes for web services


Release 7.0.01 patch 004 contains fixes for web services that require several components to be upgraded simultaneously. To use web services, the following components must all be upgraded to release 7.0.01 patch 004 or later, or must all remain at release 7.0.01 patch 003 or earlier: AR System server BMC Remedy Mid Tier BMC Remedy Administrator

If you do not use web services, these components do not require a simultaneous upgrade. See the compatibility matrix at http://www.bmc.com/support for the latest, most complete information about compatibility between BMC Remedy products and versions.

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Installation procedures
BMC recommends that you use the appropriate AR System installer to apply the patch. If you use the file replacement method to apply the patch, then in the SHARE:Application_Properties form: Version string will not be updated with the patch ID for the AR System server Patch strings will not be created or updated for Approval Server and Assignment Engine

Manually updating the version string in the SHARE:Application_Properties form might introduce problems or have an adverse effect when installing BMC Remedy ITSM applications.

To upgrade by using the patch installer


1. Back up your data.

2. Use the installer executable files as follows: On Windows, double-click server.exe and select the UPGRADE option when prompted. On UNIX, prompted. 3. Follow the AR System server installation instructions in the BMC Remedy Action Request System 7.0: Installing guide. uncompress aix.tar.gz, hpux.tar.gz, linux.tar.gz, or solaris.tar.gz, run the installer, and select the UPGRADE option when

To upgrade by using the file replacement method


4. Stop the AR System server. On Windows, use the Services window from the Control Panel. On UNIX, use the arsystem stop command.

5. 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 patched files, see the For information about installing patch 011, see the version 7.0.01 patch 011 ReadMe. section. 6. Replace the existing binaries under ARSystemServerInstallDir with the files from patchDownloadDir/server/.

BMC Remedy Action Request SystemServer, Version 7.0.01 Patch 012

Current patch information

7.

Rename the AR System server binary as follows: On Windows, rename using the ren command . (MS SQL) ren srvmssql.exe arserver.exe (Oracle) ren srvoracl.exe arserver.exe (IBM DB2) ren srvdb2.exe arserver.exe

On UNIX, rename using the mv command. (Oracle) mv arservora arserverd (Sybase) mv arservsyb arserverd (IBM Informix) mv arservinf arserverd (DB2) mv arservdb2 arserverd

8.

Copy the other patched files to the locations of the original files. To apply the AR System server patch manually, you must copy all the files listed in the For information about installing patch 011, see the version 7.0.01 patch 011 ReadMe. section for the following reasons: Because patches are cumulative, this patch includes binaries and libraries from previous patches that were not modified for this patch. The AR System server executable might depend on other binaries listed in the For information about installing patch 011, see the version 7.0.01 patch 011 ReadMe. section.

9. Perform the following operations on the copied files. On Windows, as appropriate, rename the arftreaddb2.dll or arftreadmssql.dll or arftreadoracl.dll file to arftread.dll. On UNIX onlyMake sure that the following files have execute permissions:
armonitor arplugin arreload arserverd arsvcdsp

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If some of these files do not have execute permissions, use the chmod command to add the permissions. 10. Start the AR System server. On Windows, use the Services window from the Control Panel. On UNIX, use the arsystem start command.

Patched files
The AR System server files are located in the patchDownloadDir/server/ directory. Table 3 lists all the directories and files within that location. You can use this information to upgrade to patch 012 by using the file replacement method.
patchDownloadDir = ftp://epddownload.bmc.com/smbu_patches// ars/7.0.1/patch012/ Table 3: Files patched for AR System server 7.0.01 patch 012
Patch directory including patched files Windows Destination directory

./winnt/bin/srvdb2.exe or ./winnt/bin/srvmssql.exe or ./winnt/bin/srvoracl.exe ./winnt/lib/arapi70.jar ./winnt/lib/arapi70.dll

ARSystemServerInstallDir\arserver.exe For more information, see the Installation procedures section for patch 012 (step 4 under To upgrade by using the file replacement methodTo upgrade by using the file replacement methodTo upgrade by using the file replacement method).

ARSystemServerInstallDir\ARServer\Api\doc\ ARSystemServerInstallDir\ and ARSystemServerInstallDir\ARServer\Api\lib\

UNIX (IBM AIX, HP-UX, Linux, Oracle Solaris)

./unixPlatform/db2_db/arservdb21 or ./unixPlatform/inf_db/arservinf or ./unixPlatform/ora_db/arservora or ./unixPlatform/syb_db/arservsyb


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ARSystemServerInstallDir/bin/arserverd For more information, see the Installation procedures section for patch 012(step 4 under To upgrade by using the file replacement method).

unixPlatform directories are aix, hpux, linux, and solaris

BMC Remedy Action Request SystemServer, Version 7.0.01 Patch 012

Current patch information

Patch directory including patched files

Destination directory

./unixPlatform/doc/arapi70.jar

ARSystemServerInstallDir/api/doc/

Previous patch information


Patch 011 Release Date: July 31, 2009 Resolved issues
Table 2: Issues resolved in AR System server 7.0.01 patch 011
Issue number Summary

SW00294973

The AR System server generated sub-optimal SQL for Join forms with attachments, which adversely affected the performance of such queries. If you opened the BMC Atrium Integration Engine (AIE) console in BMC Remedy User 7.0.01 or 7.1.00 and clicked any link that pointed to a version 7.5.00 AR System server, then BMC Remedy User hanged with a server timeout RPC error. BMC Remedy Email Engine (Email Engine) instances in server groups could not process messages. In a server group, an Email Engine instance without a valid ranking value runs in the suspended mode. The AR System server failed to manage an XML response from a third party publisherif a web server sent back an HTTP status 202 error, then the web service threw ARERR 9130. During application installations, data imports using RIK took excessively long to run on UNIX systems if the system was configured to allow a very large number (0x7FFFFFFF) of open file descriptors. When a Type Set operation modified a complex web service and the input XML did not contain all the children in the database, the following error was returned: Filter does not exist on server (ARERR 323) Contents of diary fields were not being displayed correctly. The Full Text Search (FTS) engine returned the Search too general error for all wildcard searches. Querying a form using FTS indexed fields could lead to duplicate entries in the results list.

SW00309518

SW00310914

SW00311358

SW00314536

SW00317183

SW00317417 SW00318122

SW00318841

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Issue number

Summary

SW00319388

The AR System server did not attempt to reconnect to the Oracle database after the ORA-12523 error occurred. Workflow queries involving FTS indexed fields returned ARERR 674 or did not return to the client before the timeout expired if they involved many fields and qualified many records. Modifying a web service on 7.5 sometimes caused the AR System server to crash in the XML layer. BMC Portal crashed; the hs_err_pid logs indicate a crash in arapi.dll. arserverd crashed while attempting to communicate with the plug-in server through PluginServerCallWithRetry. BMC Remedy User threw ARERR 302 while opening a record when another non-admin user was logged in through BMC Remedy Alert.

SW00320189

SW00324618

SW00328003

SW00328189

SW00328404

Fixes for web services


Release 7.0.01 patch 004 contains fixes for web services that require several components to be upgraded simultaneously. To use web services, the following components must all be upgraded to release 7.0.01 patch 004 or higher, or must all remain at release 7.0.01 patch 003 or below: AR System server BMC Remedy Mid Tier BMC Remedy Administrator

If you do not use web services, these components do not require a simultaneous upgrade. See the compatibility matrix at http://www.bmc.com/support for the latest, most complete information about compatibility between BMC Remedy products and versions.

Installation procedures
For information about installing patch 011, see the version 7.0.01 patch 011 ReadMe.

Patched files
The AR System server files are located in the patchDownloadDir/server/ directory. Table 3 lists all the directories and files within that location. You can use this information to upgrade to patch 011 by using the file replacement method.

BMC Remedy Action Request SystemServer, Version 7.0.01 Patch 012

Current patch information

patchDownloadDir = ftp://epddownload.bmc.com/smbu_patches// ars/7.0.1/patch011/

Note: This URL is provided for reference. The correct way to reach this location is to log in to the Customer Support website (http://www.bmc.com/support) and follow the instructions in the Downloading and installing the patch section of the BMC Remedy Action Request System 7.0.01 Patch 011 Technical Bulletin.
Table 3: Files patched for AR System server 7.0.01 patch 011
Patch directory including patched files Windows Destination directory

./winnt/bin/srvdb2.exe or ./winnt/bin/srvmssql.exe or ./winnt/bin/srvoracl.exe ./winnt/bin/arplugin.exe ./winnt/bin/driver.exe ./winnt/lib/ardoc70.jar ./winnt/lib/arrpc70.dll

ARSystemServerInstallDir\arserver.exe For more information, see the Installation procedures section for patch 011 (step 4 under Error: Reference source not found).

ARSystemServerInstallDir\ ARSystemServerInstallDir\ ARSystemServerInstallDir\ARServer\Api\doc\ ARSystemServerInstallDir\ and ARSystemServerInstallDir\ARServer\Api\lib\

./winnt/lib/reportplugin.dll
UNIX (IBM AIX, HP-UX, Linux, Oracle Solaris)

ARSystemServerInstallDir\

./unixPlatform/db2_db/arservdb22 or ./unixPlatform/inf_db/arservinf or ./unixPlatform/ora_db/arservora or ./unixPlatform/syb_db/arservsyb ./unixPlatform/bin/arplugin.* ./unixPlatform/bin/reportplugin.*

ARSystemServerInstallDir/bin/arserverd For more information, see the Installation procedures section for patch 011(step 4 under Error: Reference source not found).

ARSystemServerInstallDir/bin/ ARSystemServerInstallDir/bin/

unixPlatform directories are aix, hpux, linux, and solaris


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Patch directory including patched files

Destination directory

./linux/bin/libarrpc.so Note: This file has been updated for Linux only. ./unixPlatform/doc/ardoc70.jar ./unixPlatform/samples/driver

ARSystemServerInstallDir/bin/

ARSystemServerInstallDir/api/doc/ ARSystemServerInstallDir/samples/

Previous patch information


Patch 010 Release Date: January 19, 2009
Resolved issues
Table 4: Issues resolved in AR System server 7.0.01 patch 010
Issue number Summary

SW00289154 SW00293082

The AR System server crashed on Linux with DB2 while processing GMAL. When performing a search, if a qualifier had fields with Row Level Security (RLS) and Request ID with RLS, the qualifier RLS was dropped. When performing a search, if a qualifier had fields with RLS, all dynamic groups were added to the qualifier RLS. When performing a search, if a qualifier had fields with RLS, all dynamic groups were ORed in the qualifier RLS. The plug-in server crashed intermittently during shutdown. The timestamp stored in a date field differed by one hour when submitting (OpCreate) a specific timestamp value to a published AR System web service. After administrative changes were made, the AR System server crashed while freeing the server cache (specific to DB2, when decimal fields were used in View forms). armonitor did not restart all processes when several processes stopped working simultaneously. A def file that contained a character was corrupted when exporting from an en_US AR System server by using a Unicode client.

SW00293089

SW00293098

SW00293751 SW00294686

SW00295845

SW00299599

SW00300559

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BMC Remedy Action Request SystemServer, Version 7.0.01 Patch 012

Current patch information

Issue number

Summary

SW00300771

The PERFORM-ACTION-ADD-ATTACHMENT Run Process action did not save the changes to the form when the filter name was appended with !. The AR System server did not attempt to reconnect to remote Microsoft SQL Server databases (subject to the Db-Connection-Retries configuration settings) if the database became unavailable. ARERR 306 occurred for character fields with $MENU$ attributes. This stopped temporarily appearing after restarting the AR System server. Some published web services caused a memory leak in BMC Remedy Mid Tier (mid tier). A Unicode server took almost 10 times longer than a non-Unicode server to return the data for a web service. If the Take No Action or Modify First Matching Request option was chosen for the If Any Requests Match criteria, and the results contained more than one matching record, the filter Push Field action generated ARWARN [66]. An AR System server with localized messages crashed when exporting a form and its objects if an associated active link did not exist in the database. Viewing a flashboard that passed a customqual parameter containing a date/time field caused the web application server (Tomcat) running The mid tier to crash. Web services on CMDB 2.0.1 threw a null pointer exception intermittently. The AR System server crashed when exporting an active link with multiple Open Window and Sort option. A localized AR System server crashed when a user logged in through a Mid tier client while the AR System User Preferences Logging was set to SQL.

SW00302176

SW00302381

SW00302517

SW00303194

SW00303767

SW00303988

SW00304938

SW00305479 SW00307483

SW00308821

Fixes for reports


If you upgrade to release 7.0.01 patch 010 manually (see the Installing the patch by replacing files on Windows or UNIX section, under Installation procedures), the fixes for defects SW00293082, SW00293089, and SW00293098 will be included, which require you to update the ReportSelection form. To do so import the reportforms.def file included in this patch. Note: Without updating the ReportSelection form, non-administrator users will not able to see reports.

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Installation procedures
For information about installing patch 010, see the version 7.0.01 patch 010 ReadMe.

Patched files
Windows UNIX
arapi70.jar arserverd libar.* libarjni70.* arapi70.jar arjni70.dll arserver.exe arapi.dll

Patch 009 Release Date: August 22, 2008


Resolved issues
Table 5: Issues resolved in AR System server 7.0.01 patch 009
Issue number Summary

SW00271509 SW00285982

Performance issues occurred in the Full Text Search. Full text indexing recovery of complete field indexing created duplicate records in the index. arreload failed when the AR System server had encryption enabled. The AR System server crashed during full text indexing, when indexing text fields that had been shortened in size after longer data already existed in the field. ITSM reports displayed fewer Japanese characters than what the corresponding fields actually contained.

SW00290002 SW00290727

SW00291097

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Current patch information

Issue number

Summary

SW00294205

A DB2 based AR System server leaked memory when loading currency fields that had no defined functional currency values. The arserver crashed if computed group logging was enabled when importing a user with the long computed group list. Repeated ARXMLCE and ARXMLSE calls with accented characters () caused JVM to crash. Memory leaks occurred on the API side.

SW00295334

SW00296619

SW00300904

Installation procedures
For information about installing patch 009, see the version 7.0.01 patch 009 ReadMe.

Patched files
Windows UNIX
arftread.* arreload arserverd libar.* arftread.dll arodbc70.dll arreload.exe arserver.exe arapi70.dll

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Patch 008 Release Date: July 2, 2008


Resolved issues
Table 6: Issues resolved in AR System server 7.0.01 patch 008
Issue number Summary

SW00278972

Problem with the Dynamic groups: search failed when the user who performed the search was an assignee. The AR System server could crash or return ARERR 49 during retrieval of exported definitions or support files. The AR System server crashed due to WSDLs that were RPC/Encoded and did not have a schema. BMC Remedy DSO did not delete the duplicate transactions in the pending queue. BMC Remedy DSO Pool did not clear all the records in the queue if an error occurred. An issue occurred with Application-Bus-Time-Subtract. The PERFORM-ACTION-ADD-ATTACHMENT filter missed out the attachment on the second run. ARERR 101 occurred while searching for Request ID in a join form. When a record submitted through a web services call on a parent form that had children triggered a filter on the parent form that consumed a web service defined on a similar parent-child form, an error ARERROR 302: Entry Not Found in Database occurred. Repeated ARXMLCE and ARXMLSE calls with accented characters () caused JVM to crash.

SW00287932

SW00288690

SW00289635

SW00289636

SW00292197 SW00293290

SW00293344 SW00293793

SW00295463

Notes
See the version 7.0.01 patch 008 ReadMe for important notes.

Installation procedures
For information about installing patch 008, see the version 7.0.01 patch 008 ReadMe.

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Current patch information

Patched files
Windows UNIX
arserverd libar.* arodbc70.dll arserver.exe arxmlutil70.dll serverds.exe WebService.dll websvc70.jar arapi70.dll

Patch 007 Release Date: April 23, 2008


Resolved issues
Table 7: Issues resolved in AR System server 7.0.01 patch 007
Issue number Summary

SW00258472

It was not possible to use Chinese characters as qualifications on the Reports console. The ARServerd process on the AIX operating system had a maximum memory growth potential of 1.84GB. Web Service Plug-in did not initialize with server code set, which caused transcoding error. The AREA plug-in did not behave as expected when the authentication chaining was set to default. Performance hit due to too many database transactions. The Custom mapping for the DSO Currency field did not work.

SW00271159

SW00272353

SW00274334

SW00274811 SW00275509

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Issue number

Summary

SW00278972

Problem with the Dynamic groups: search failed when the user who performed the search was an assignee. When importing a join form the definition for the field permissions were incorrectly cached into the server's memory when they didn't match the corresponding base form field. The AR System server crashed when searching a multi-level outer join form. The FTS search returned a syntax error when searching for a word with an apostrophe. Microsoft Access queries with date/time fields were not supported by the BMC Remedy AR System ODBC 7.0.01 driver. The AR System server did not attempt to reconnect to Oracle when the ORA12545 error occurred. The AR System server 7.0.01 crashed on startup after installing SLM 7.03. When the size of an attachment was 0 bytes, the API returned the error: ARERR 91: Server can't decode arguments. The GetListEntryWthFields API call threw the error ARERR154 (Malloc in client library failed) for join forms. (AIX only) In case of the Attachment field, errors occurred when users tried to add an attachment with a space ( ) as the first letter of the attachment name. Upgrade from 5.12 to 7.01 patch 005 failed with the database error: The size (75538564) given to the column archiveFromForm exceeds the maximum allowed for any data type (8000). (SQL Server 131). The AR System server did not return the SQL deadlock Error 566 back to the client during CMDB Bulk transaction. Special process command Application-Format-Val-SFields made the AR System server crash when workflow had assignments longer than 1000 characters. Using RDP against such workflow crashed the AR System server, too. arserverd crashed when an active link had a $NULL value when connecting to the AR System server and loading objects into RDP. Direct SQL from BMC Remedy User 7.0.01 to the AR System server 6.3 failed. When the SQL query was executed on the remote server, the log file displayed a garbage value along with the SQL command.

SW00279010

SW00279407 SW00280212

SW00280425

SW00281333

SW00281364 SW00281839

SW00282025

SW00282351

SW00282862

SW00283040

SW00284381

SW00284574

SW00284767

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Current patch information

Issue number

Summary

SW00284929

The AR System server allocated more memory than necessary when retrieving entries from a form through the Set Fields and Push Fields workflow to accommodate the Multiple/Any Requests Match criteria (when the Set Fields and Push Fields If qualification did not narrow down the result set). Loading of certain WSDLs that contained multiple schemas returned an error: URI not found ns1.xsd. In a server group environment, all API programs running on the same machine as the AR System server were unable to connect to the local instance of the server, even though this was specified by Server-Connect-Name. When exporting active links, memory leaks occurred in the AR System server, if an active link found in the database was not in the cache. Enabling and disabling audit for CMDB classes caused ARCMDB SIGABRT 6. The AR System server crashed on Linux when the log file (server side logs, arerror.log, logs created with Log-To-File-Action) size exceeded 2GB. Reloading join views with attachment fields failed. Note: The reload failure was corrected and the reload logic was changed to log the error and continue instead of terminating the AR System server.

SW00285235

SW00286175

SW00286644

SW00286760

SW00287501

SW00288480

SW00288779

The AREA plug-in did not behave as expected when the authentication chaining was set to default.

Notes
See the version 7.0.01 patch 007 ReadMe for important notes.

Installation procedures
For information about installing patch 007, see the version 7.0.01 patch 007 ReadMe.

Patched files
Windows
arapi70.dll arftread.dll arodbc70.dll
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UNIX

arplug-in.exe arserver.exe arsvcdsp.exe FlashboardObject.dll serverds.exe WebService.dll websvc70.jar

arftread.* arplug-in arservdsd arserverd arsvcdsp FlashboardObject.* libar.* libwebservice.* websvc70.jar

Patch 006 Release Date: January 4, 2008


Resolved issues
Table 8: Issues resolved in AR System server 7.0.01 patch 006
Issue number Summary

SW00254914

The ARODBC driver did not return any data when ADO was used in VB Scripts to fetch data.

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BMC Remedy Action Request SystemServer, Version 7.0.01 Patch 012

Current patch information

Issue number

Summary

SW00273289

The AR System server deregistered BMC Remedy Alert clients when network problems that occurred but were not specific to the connection attempt with the client. Could not build SLM service targets after upgrading the AR System server to patch 004. A license was not released in The mid tier if Prefetch was enabled. Localized menus were not loaded and used as expected for pattern matching during field validation. When the AR System server was on Linux, Greek characters were not saved properly when creating a new record through webservices. When a form had audit enabled log style and contained a character field with a default value such as $ APPLICATION $, the AR System server crashed, if the user did not supply a value and the form was not part of an application. ARPlug-in crashed when using webservices with basic authentication. Database views were created with an equality join instead of left outer join to the B table. Multibyte characters (Korean characters in this defect) were truncated in BMC Remedy ITSM reports. If startTime was after the available schedule, addition or subtraction of 1 day gave incorrect results.

SW00275042

SW00276061 SW00276404

SW00276498

SW00276558

SW00278974 SW00279794

SW00279842

SW00280138

Notes
See the version 7.0.01 patch 006 ReadMe for important notes.

Installation procedures
For information about installing patch 006, see the version 7.0.01 patch 006 ReadMe.

Patched files
Windows
arapi70.dll arftread.dll ariapi70.dll

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UNIX

arjni70.dll arodbc70.dll arserver.exe arutil70.dll WebService.dll

arftread.* arserverd libar.* libari70.* libarjni70.* libwebservice.*

Patch 005 Release Date: October 26, 2007


Resolved issues
Table 9: Issues resolved in AR System server 7.0.01 patch 005
Issue number Summary

SW00261406

The date/time value of the first entry in the Diary field showed current the date/time instead of the actual date. Performance issues occurred on running Crystal Reports due to excessive number of ARGetListVUI and ARGetVUI API calls. A Reserved Assigned Group (112) field could not translate group names if the value was set by an SQL command. Entering data into forms without NextId blocks enabled and with a heavy load occasionally caused duplicate entry ID errors. Server did not use NextId blocks on a newly imported schema until the server was restarted.

SW00265947

SW00268539

SW00270362

SW00270366

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Current patch information

Issue number

Summary

SW00270892

arserver crashed when an old notification client tried to register with the server. BMC Remedy User crashed because of ARODBC when BMC Remedy Incident Management reports were displayed. The AR System server hung or crashed when a user logged in using a browser from multiple machines. When a max log file size was set, the <END OF LOG FILE> tag appeared twice on every line in the plug-in log file. Dynamic SQL Menu generated the error message ARERR 552 (SQL error) when using Mid tier 7.1 to connect to the AR System 7.0.01 server. The AR System server crashed on Informix when searching a multilayered join that had an outer join and a null inner subjoin. The transcoding error occurred because the server code set was not used during the initialization of the webservice plug-in. The AR System server crashed during shutdown when it tried to dereference a NULL pointer. The AR System server occasionally crashed during shutdown when flushing the I/O stream buffers. Error ARERR 611 occurred during the creation of Computed Groups. The ReportCreator plug-in used Server-Name instead of ServerConnect-Name to connect to the local server for loopback API calls. The Server/Thread crashed when creating a new CTM:People record and assigning Support groups when server events were on for User/Group changes. The elementFormDefault and attributeFormDefault values were not honored for imported schemas. In server groups, CMDB server extension library could fail to initialize properly on a server that had Admin operations disabled. The AR System server used Server-Name instead of ServerConnect-Name to connect to the local plug-in server to access plug-ins. The floating application license in-use count was not being maintained correctly. An unexpected floating application license refusal occurred in server groups. Note: This was fixed in patch 004 for defect SW00274303, but was not included in the ReadMe file.
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SW00271269

SW00271414

SW00271539

SW00271814

SW00272308

SW00272353

SW00272450

SW00272454

SW00272722 SW00273064

SW00273115

SW00273254

SW00273305

SW00274021

SW00274194

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Issue number

Summary

SW00274632 and SW00275694 SW00274661

Mid Tier did not release user licenses upon logout if the Prefetch option was enabled.

The AR System server crashed if encryption was employed when using an AREA plug-in alias, to use a plug-in on another machine, to authenticate users. Application-Generate-GUID returned values that contained a pound (#) sign, which is not URL-safe. Once an AR System server instance was upgraded to patch 004, the SLM service targets could not be built. BMC Remedy DSO server stopped processing records in a heavy load environment. (UNIX only) Could not run a report on an outer-join form with undefined inner-joins. Upon upgrading to BMC Remedy User 7.0.01 patch 003, the Set Field active links, which use Direct SQL, failed to run with the AR System server 6.3. The AR System server driver program did not provide a way to easily set an image into the display properties of a field or form.

SW00274697

SW00275232

SW00275329

SW00275491 SW00275796

SW00276901

Notes
See the version 7.0.01 patch 005 ReadMe for important notes.

Installation procedures
For information about installing patch 005, see the version 7.0.01 patch 005 ReadMe.

Patched files
Windows
arapi70.dll ardbcldap.dll arjni70.dll arodbc70.dll arplug-in.exe

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BMC Remedy Action Request SystemServer, Version 7.0.01 Patch 012

Current patch information

UNIX

arserver.exe arxmlutil70.dll reportplug-in.dll WebService.dll websvc70.jar

ardbcldap.* arplug-in arservdsd arserverd libar.* libarjni70.* libarxmlutil.* libwebservice.* reportplug-in.* websvc70.jar

Patch 004 Release Date: August 21, 2007


Resolved issues
Table 10: Issues resolved in AR System server 7.0.01 patch 004
Issue number Summary

SW00253968 SW00259106

Target server restart hung the source BMC Remedy DSO server. Two configuration entries in the ar.cfg file for the ARDBC LDAP plug-in were misspelled. Note: The spelling was corrected for the settings ARDBC-LDAPConnect-Timeout and ARDBC-LDAP-Base-Dn.

ReadMe

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ReadMe

Issue number

Summary

SW00262512

The AR System server crashed when Next-ID-Commit: F was set and tried to insert a duplicate nextId. When encryption was enabled, the JVM crashed on the Mid tier side. The Business Time Segment enabled users to set an end time in the next day for recurring times. The AR System server crashed during FTS indexing caused by memory corruption from an uninitialized variable. An error occurred when an active link name contained a single quotation mark. A create class error occurred when CMDB 2.0.1 was used with BMC Remedy AR System 7.0.01 patch 003. The AR System server FULL AUTO table workflow that pushes table column SEL > CHAR showed a numeric value instead of character value. Multilayered joins that have an outer join with null inner subjoins were incorrectly handled. All entries returned in the results list are now displayed properly in the data pane. Entries in the Distributed Pending form were not processed when a DSO action was called in a filter guide. User logging within a server group now indicates when no free floating licenses exist because of the usage across the entire group. BMC Remedy Administrator displayed junk characters when showing application license usage. Oracle database errors were ignored by BMC Remedy Administrator when a record was modified in the Escalation table. The AR System server did not detect Oracle database error ORA-12537. It now attempts to reconnect to the Oracle database when error ORA-12537 occurs. After upgrading to AR System 7.0.01 from AR System 6.3, if a form contained a Status History field for which all the enum values of the Status field (field ID 7) were not previously used, an error occurred when the user attempted to save a record that included one of the previously unused enum values. Internationalization: Character set encoding was incorrect in the ARSYSTEM and AR_INSTALL UNIX AR System server scripts. During an import, auditing did not work.

SW00262736 SW00263608

SW00264038

SW00264200

SW00264878

SW00265309

SW00265470

SW00265582

SW00265913

SW00266088

SW00267116

SW00267218

SW00267555

SW00268139

SW00268357

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Current patch information

Issue number

Summary

SW00268633

Fields with Dynamic Group permissions were improperly populated when included in Filter Notify emails. Consumption of web services failed with an incorrect authentication error when using the plug-in server. The AR System server did not perform application license validation on all entry-related API calls. Importing data (updating old records with new record data) deleted data from fields it was not updating with a filter Push Fields action. DB2: In a table field, a Next Chunk menu item did not appear when more items could be displayed. The AR System server 7.0.01 patch 003 failed while processing a complex form in a cluster environment. The $MENU$ field pattern matching could produce an unexpected ARERR 43. The value unqualified was not properly supported for elementFormDefault or attributeFormDefault values while consuming external web services using filters. Note: To implement this fix, you must also install patch 004 of BMC Remedy Mid Tier and BMC Remedy Administrator.

SW00269260

SW00269550

SW00269821

SW00269953

SW00270274

SW00270346

SW00270446

SW00270675 SW00270953

Performance degradation when running the SRMS benchmark. The AR System server with BMC Remedy Encryption-Performance Security installed report error 9004 in the arerror.log file. The AR System server crashed or hung when user logged in with a browser from multiple machines. The length of the Group List field (Field ID 104) on the User form was incorrectly shortened during an upgrade. This field now retains the length 4000 when it has been set. The AR System server hung if nextId blocks were enabled for a form when multiple threads were performing bulk transaction calls. The AR System server crashed on server admin plug-in access.

SW00271004

SW00271016

SW00271022

SW00272069

ReadMe

25

ReadMe

Known issue
Table 11: Known issue in AR System server 7.0.01 patch 004
Issue number Summary

SW00268520

On Linux, ARERR 91 can occur if the kernel setting for tcp_wmem (TCP send and receive size) is not a multiple of 4. Workaround: To resolve this, correct the tcp_wmem setting so that all values are divisible by 4.

Notes
See the version 7.0.01 patch 004 ReadMe for important notes.

Installation procedures
For information about installing patch 004, see the version 7.0.01 patch 004 ReadMe.

Patched files
Windows
arapi70.dll ardbcldap.dll arealdap.dll arftread.dll ariapi70.dll arjni70.dll arplug-in.exe arserver.exe arxmlutil70.dll arxmlutil70.lib serveradmin.def serverds.exe user.def

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BMC Remedy Action Request SystemServer, Version 7.0.01 Patch 012

Current patch information

UNIX

WebService.dll

ardbcldap.* arealdap* arftread.* arplug-in arservdsd arserverd libar.* libari70.* libarjni70.* libarxmlutil.* libwebservice.* serveradmin.def user.def

Patch 003 Release Date: June 12, 2007


Resolved issues
Table 12: Issues resolved in AR System server 7.0.01 patch 003
Issue number Summary

SW00252963

When users installed AR System 7.0.01 for all locales, the installer failed when importing over 2000 records into the Message Catalog form. For Spanish Unicode, Business forms did not load. The web URL of the Notify filter action does not properly populate the EID value (NULL was used). The ARDCMDB daemon crashed under certain conditions.

SW00253799 SW00256255

SW00256544

ReadMe

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ReadMe

Issue number

Summary

SW00257019

In AR System 7.0.00 patch 002, the AR System server crashed with Signal 11 at RPC 390635 (list daemon) by a GLEWF call. The PERFORM-ACTION-DELETE/ADD-ATTACHMENT $PROCESS$ command was executed outside the entry transaction. When upgrading AR System from version 5.1.2 to 6.3 patch 018, the installation failed because of a problem converting the version 5 password format to version 6 format when a single quotation mark was present in the encrypted string. The AR System server occasionally failed after adding a computed group to the system. The AR System server crashed when a semicolon was appended to the end of an application license string in the User form. The semicolon should be used only as license separator. The AR System server crashed during shutdown on UNIX and Linux. Users could view objects with a permission group of None. The plug-in server terminated when accessing the Configuration ARDBC vendor form plug-in. Complex Search Threshold could not be set to 0 (unlimited) in BMC Remedy Administrator. A complex FTS search might overflow a small threshold value and report error 674. The AR System server crashed while upgrading to version 7.0.01 using BMC Remedy User 5.0.01. FTS generated an incorrect SQL if the search keyword was an all-space string. The solution treated this kind of search as searching for NULL. An escalation performing the Run Process filter action on CMDB forms resulted in malloc errors (300) and a filter log error 326. A fix was made for the AR System server crashes on forms with more than 709 fields and 102 views. Despite the fix, BMC Remedy AR System did not support infinite views or fields (until memory ran over). The buffers were increased by 20%. BMC Remedy Mid Tier 6.3 received sporadic ARERR 91 errors and RPC call fail errors until the JSP engine was restarted. Message 8991 in the message catalog appeared to be wrong. On DB2, when the currency was 0.00 USD, the Java API threw NumberFormatException from BigDecimal.

SW00257314

SW00257430

SW00257596

SW00258759

SW00259456 SW00259878 SW00259896

SW00260169

SW00260538

SW00260737

SW00260753

SW00261037

SW00261057

SW00261201 SW00261203

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Current patch information

Issue number

Summary

SW00261455

A Set Field By Locale active link and filter did not search for the NULL value in Locale field as a fallback. Minimize the impact of user definition changes in a single server and in server group environments. Database performance issues occurred when a join form had an attachment field. Note: This defect was raised with reference to the CMDB BMC_ComputerSystem class (join form): Upgrading only the AR System server to patch 003 on existing CMDBIt is not expected that on applying the server patch, the database query will change as desired. To change the query, add a field to one of the base forms (BMC_BaseElement or BMC_ComputerSystem) and add the same field or base form to the join form, BMC_ComputerSystem. This drops the existing database view of BMC_ComputerSystem and re-creates it with a fixed one. You can delete this field from the BMC_ComputerSystem form later. A similar rule applies to non-CMDB forms. Installing CMDB on top of the AR System server patch 003No manual changes to the forms are expected. CMDB should create a database query for the BMC_ComputerSystem form as expected. All newly created join forms with attachment fields from the base form will also have database queries generated as expected.

SW00261871

SW00261949

SW00262028

You could not add a user that included a single quotation mark () to the Computed group. Application floating license warnings might not have been issued if a license expires and could not be reacquired. AREA LDAP did not make a connection with a valid LDAP server configuration. Note: The line Plug-in: arealdap.dll is added to the ar.cfg file when the AR System server is upgraded from an existing patch to patch 003 with the AREA LDAP option selected during the upgrade. This creates problems for external user logins. Defect SW00267109 was submitted for the same problem. Workaround: Remove this line from the ar.cfg file and restart the server.

SW00262232

SW00262265 and SW00263526

SW00262383

DSO had high CPU usage and excessive logging in a server group environment. Extremely long user names recorded in the BMC Remedy User log file could cause buffer overflow. Floating licenses were incorrectly released in a server group environment. Errors occurred with chunking in AR System 7.0.01 patch 001.

SW00262389

SW00262612 SW00262685

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ReadMe

Issue number

Summary

SW00262796

Server memory corruption occurred when multiple form definitions were retrieved and some forms had auditing defined. This operation was used by BMC Remedy Migrator to load its cache. The arsignal utility program used AR_SIGNAL as its user name instead of Demo. AR System 7.0.01 patch 001 could not save forms with diary fields that were out of row. You could not save a currency field if the currency code in the default value was not specified in the functional currencies list. The AR System server tried to reconnect to the Oracle database when error ORA-12535 occurred. GROUP BY clause in the FTS SQL command was malformed when an attachment field was included. The AR System server crashed in CALL GUIDE/FILTER API. The AR System server installed with many errors in the ARSystem_error.log file. Using non-ASCII characters in definition files caused problems across locales. For maximum safety, use ASCII only in def; use non-ASCII in view defs. (Japanese UNIX and Sybase) Could not create a computed group starting with user name. An application floating license that is required to be available could be unavailable in a server group environment. Crash occurred during email notification.

SW00262913

SW00262933

SW00263455

SW00264053

SW00265120

SW00265153 SW00265820

SW00265826 SW00265860

SW00266282

Notes
See the version 7.0.01 patch 003 ReadMe for important notes.

Installation procedures
For information about installing patch 003, see the version 7.0.01 patch 003 ReadMe.

Patched files
Windows
arapi70.dll

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BMC Remedy Action Request SystemServer, Version 7.0.01 Patch 012

Current patch information

UNIX

ariapi70.dll ardbcldap.dll arealdap.dll arjni70.dll arodbc70.dll arplug-in.exe arserver.exe arxmlutil70.dll Serverds.exe WebService.dll

ardbcldap.* arealdap* arplug-in arservdsd arserverd libar.* libari70.* libarjni70.* libarxmlutil.* libwebservice.*

ReadMe

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ReadMe

Patch 002 Release Date: April 10, 2007


Resolved issues
Table 13: Issues resolved in AR System server 7.0.01 patch 002
Issue number Summary

SW00249584 SW00250041

Could not create a vendor form by using an anonymous bind user. During installation, RIK (Remedy Installation Kit) crashed when libxmlutil.so was found in its library search path. (UNIX) A user with special characters (like , , ) in the password could not log in to the AR System 6.3 using BMC Remedy Mid Tier 7.x. Access from BMC Remedy User worked properly. An embedded native report in an active link did not work on UNIX versions (Solaris, Linux, AIX, and HP-UX). After a report was run, all ARGetListEntryWithFields calls returned corrupt data. When consuming a remote web service, arplug-in corrupted data that contained foreign characters. Application fixed licenses that were removed from a user were unavailable to other users until the server was restarted. The AR System server memory grew during the installation of CMDB extensions. ARERR[623] authentication failed errors occurred during long running Recon jobs with performance encryption enabled. In prior versions of the AR System server, SUBSTR("abcd", 2, 0) returned abcd. In the AR System server versions 6.3 patch 018, 7.0, and 7.0.01, SUBSTR("abcd", 2, 0) returned a blank. Note: The old behavior has now been restored.

SW00250589

SW00252148

SW00252880

SW00253122

SW00253885

SW00253919

SW00254286

SW00254422

SW00254437

Sometimes, a Notify on Submit (to Include fields) action dif not include the fields in the email. It worked if you added the fields to the Notify Text. The AR System server crashed at startup during an upgrade from AR System 5.1.2 to 7.0.01.

SW00254550

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BMC Remedy Action Request SystemServer, Version 7.0.01 Patch 012

Current patch information

Issue number

Summary

SW00254683

Some SQL statements related to full text indexing worked improperly on case-sensitive installations of MS SQL and Sybase databases. The AR System server passed a Field Value List containing field ID values of 0 to CMDB. The AR System server did not allow users to modify archive properties of a form when the form and field permissions of the main form and archive form differed. The AR System server memory leaked when an XML definition file was imported. The ARReload utility did not refresh the licTypeApp field in a users cache from the Application License field in the User form. Giving a user four or more application fixed licenses at the same time caused the server to reject the operation. CMDB was unable to create new classes on a lite licensed server. The AR System server displayed warning messages too frequently when a user could not obtain a floating license. AR System 7.0.00 forms did not roll back from a user-defined error in some conditions. This could lead to data inconsistency in those conditions. The Japanese version of BMC Remedy Administrator could not create a form on a Japanese non-Unicode Linux server. Signaling of DSO and application processes (like BMC Remedy Approval Server) worked incorrectly in multiplatform server groups. SQL logging for updates of Oracle CLOB data were better defined when the writing of the LOB data began and ended. The original Application-Bus-Time-Add command returned unexpected result and ignored tags if the Amount parameter was 0. Application-Confirm-Group did not support role ID. The AR System server crashed during AuditFunction. Delete Reconciliation Job aborted after deleting approximately 1000 CIs from the TOPO dataset. It caused the arserverd process to crash. The AR System server was not logging the assignment and release of application user licenses. A file handle leak occurred when an email notification was sent to Group.

SW00254724

SW00254732

SW00254831

SW00255035

SW00255074

SW00255242 SW00255323

SW00255545

SW00255566

SW00255597

SW00255666

SW00255713

SW00255732 SW00255819 SW00255870

SW00255954

SW00256211

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33

ReadMe

Issue number

Summary

SW00256399 SW00256422

The plug-in log was missing time stamps. Non-continuous enumerated values were not translated to real values in the Notify action. The AR System server did not allocate available server group licenses. When container objects in XML format were exported, the modifiedDate incorrectly contained the current date instead of the modification date. The CMDB process crashed when the server set the minimum API version higher than 3. CMDB tagged its RPC calls with version 3, which the server could not recognize. Some special Japanese characters (for example, a full-width hyphen and fullwidth tilde) became garbage if they were entered through the mid tier. The Direct SQL filter action failed when the value of the field referenced in the qualification contained an apostrophe (). The AR System server crashed if errors occurred when notifications were sent. Crashes occurred when the AR System server error message was improperly formulated. The Application-Bus-Time2-Get-Next-Window command crashed the server when a monthly recurrence that occurred on day 29, 30, or 31 was used to calculate the available time. When an email notification went to a group, the notification was sent to all users in the group, but only the first notification had the email body. The AR System server terminated while performing an escalation Notify action on an application form that enabled user licensing. An error occurring during a filter action did not immediately return an error; the remainder of the filter's actions were still processed. However, all transactions were properly rolled back. BMC Remedy Flashboards were missing after the AR System server was upgraded to version 7.0.01. Filters on the base forms of join forms were executed when they should not have been. In a server group environment, the AR System server crashed when user license types were changed from fixed to floating or from floating to fixed.

SW00256702 SW00256998

SW00257163

SW00257216

SW00257219

SW00257310

SW00258066

SW00258346

SW00258528

SW00258660

SW00259697

SW00260275

SW00262263

Notes
See the version 7.0.01 patch 002 ReadMe for important notes.

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BMC Remedy Action Request SystemServer, Version 7.0.01 Patch 012

Current patch information

Installation procedures
For information about installing patch 002, see the version 7.0.01 patch 002 ReadMe.

Patched files
Windows UNIX
ardbcldap.* arplug-in arserverd libar.* libari70.* libarjni70.* libarxmlutil.* libwebservice.* arapi.dll ardbcldap.dll ariapi.dll arjni70.dll arodbc70.dll arplug-in.exe arserver.exe arxmlutil70.dll WebService.dll

ReadMe

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ReadMe

Patch 001 Release Date: January 22, 2007


Resolved issues
Table 14: Issues resolved in AR System server 7.0.01 patch 001
Issue number Summary

SW00252864

Unicode upgrade: A database upgrade program crashed when trying to fix the filter_sql table. While an error condition was handled, the address of the variable status was passed to ARAddErrorMessage(). This caused a SIGBUS/Alignment. Importing archive forms returned the error: A Core definition from the definition file is incorrect (1) :: ARERR (405). When workflow (filters) called Application-Release-Pending multiple times in a Run Process filter action, a database time-out could occur or changes might not be saved. A Set Fields $PROCESS$ action with the PERFORM-ACTION-SAVEATTACHMENT application command did not always receive the correct data to save. In a server group, permission-related database updates to data visualization forms were repeated on each server when updating on one server was all that was needed. The AR System server crashed while refreshing a table field that contained an invalid qualification. The code expected a return value when making an UPDATE call to the database. An error occurred because UPDATE calls do not return data. Server-side table loop was not looping through all entries in table field. Server group licenses were not recognized. Master flag was set to NO on both DSO records, but returning server should have the master flag set to YES. Added a protection mechanism to make transaction closing fail-safe. Optimize SQL executed to handle null attachment data. When no auditing type was set for a join form, it did not audit the base regular form for updates.

SW00249337

SW00251316

SW00251812

SW00251883

SW00251934

SW00251972

SW00251973

SW00252357 SW00252411 SW00252506

SW00252577 SW00252902 SW00252943

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Current patch information

Issue number

Summary

SW00252965

For Informix, the OUTER keyword made the join action happen after any other filters were applied on an inner table. So search results included all entries from the dominant table. Note: To run the join action before the filters, use LEFT OUTER JOIN instead.

SW00252967

Often, the pointer xbuf in the RPC layer was not freed, which caused memory leaks. The diary field value was not properly handled for large data. A DECODE DIARY FAILURE message was displayed. Optimization of SQL was generated for status history on entry creation when the initial status had a nonzero enumerated value. Pointers were set to 0 before they were freed. They were leaks. ARERR 8999 occurred when a new field was added to a view that did not exist on the archive. An encrypted string memory leak occurred during import loading of an active link action. The GetActiveLink call had a form name list memory leak. The ARSetSupportFile call had a memory leak. tempName was freed only on the Windows platform. It had leaks on other platforms. Eliminated the SQL statement querying the Full Text Pending form when no full text licenses are present. Added more information about monitored processes in armonitor.log and the monitor console to record start, stop, and restart of each process. DSO transactions were not logged in their associated DSO pool log file when the pool name had special characters such as *, /, or a space. The AR System server created a DSO pool log file from the DSO pool name. AR API call AREncodeDiary() did not return a NULL-terminated string. Because of a problem in the API, the SLA installation failed when the ARAPILOGGING environment variable was set. Set up a file descriptor limit of the shell to run the AR System server so that servers on Linux can handle up to 16384 file descriptors. XML encoding of attachment data could use the wrong length.

SW00253074

SW00253141

SW00253172 SW00253179

SW00253274

SW00253275 SW00253277 SW00253282

SW00253377

SW00253383

SW00253497

SW00252204 SW00252444

SW00253600

SW00248485

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Issue number

Summary

SW00253632

Key Exchange failed errors occurred on plug-in server calls after the encryption key expiry times. ARERR 92 occurred when a user tried to delete CIs from BMC.CORE:BMC_BaseElement. When used with MS SQL 2005, the AR System server returned an invalid object name master..spt_server_info SQL error. Application-Copy-Field-Value should have returned 0 if successful. The AR System server was not escaping single quotation marks in Direct SQL.

SW00253821

SW00254698

SW00253637

SW00256669

Notes
See the version 7.0.01 patch 001 ReadMe for important notes.

Installation procedures
For information about installing patch 001, see the version 7.0.01 patch 001 ReadMe.

Patched files
Windows UNIX
arservdsd ardbcldap.s[ol] arapi70.dll ardbcldap.dll arjni70.dll armonitor.exe arserver.exe arxmlutil70.dll Serverds.exe

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BMC Remedy Action Request SystemServer, Version 7.0.01 Patch 012

Current patch information

arserverd armonitor arsystem.cat (Russian) libar.a libarjni70.*

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.

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