Technical Bulletin. Problems corrected by the patch

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1 Technical Bulletin PATROL Knowledge Module for Event Management Version January 06, 2012 Patch for resolving various issues BMC Software is informing users that patch of the PATROL Knowledge Module product for Event Management provides solutions to the issues that were reported in earlier releases. If you have any questions about the problem or the patch, contact BMC Customer Support at (United States or Canada) or call your local support center. Problems corrected by the patch The PATROL Knowledge Module for Event Management patch version corrects problems that were reported in earlier releases of PATROL Knowledge Module. The following table describes the problems and lists the tracking IDs assigned to them. Tracking ID QM QM Description When alertresend option was used, the value of the Severity field in BMC Event Manager was set as UNKNOWN. The reason was that the source event information was missing in successive NOTIFY_EVENTs. After processing wild card threshold rules for a particular application class, you received the following error message in the PATROL Agent error log: PatrolAgent-E-EINTERNAL: No command type for parameter `<parameter name>' -- parameter suspended QM This happened if there were more threshold rules present for other application classes. HostPingFailure did not send any alert message, when the server was stopped. The following output of the ping command was displayed: Reply from <Host Name>: Destination host unreachable. *226801* *226801* *226801*

2 Downloading and installing the patch Downloading and installing the patch This section provides the information that you need to successfully download and install the PATROL Knowledge Module for Event Management patch version Preparing for installation You must install the patch on the following computers: hosts that are running the PATROL Agent hosts that are running the PATROL Console for Microsoft Windows hosts that are running the PATROL Console for UNIX Before you extract and install the patch, complete the following steps: 1 Stop the PATROL Agent. 2 Back up the PATROL_CACHE directory. 3 Delete all BMC PATROL files from the PATROL_CACHE directory. 4 Back up the PATROL_HOME/lib/knowledge and PATROL_HOME/lib/psl directories. NOTE Before you install the patch files, you must have previously installed PATROL Knowledge Module for Event Management The patch does not contain all of the files that are required for a complete product release. Downloading the patch from the EPD website This section provides the information that you need to download the patch from the BMC Electronic Product Distribution (EPD) website. 2 Technical Bulletin January 06, 2012

3 Downloading the patch from the EPD website To download the patch 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 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 you are accessing this site for the first time, 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 Licensed Products tab. 8 Locate the installation utility: A Locate the product name (BMC Performance Manager for Servers) and expand its entries to show the available version numbers. B Expand the version number (BMC Performance Manager for Servers ) for the required platform to show the available files. C Select the check box next to BPM Infrastructure (Agent) - Common Install Version To download the installation utility, 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 message. PATROL Knowledge Module version for Event Management 3

4 Installing the patch 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 Akami NetSession 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. 10 Locate the product patch: A In the EPD site, select the Product Patches tab. A Locate the product name (BMC Performance Manager for Servers) and expand its entries to show the available version numbers. B Expand the version number (BMC Performance Manager for Servers ) to show the available patches. C Select the check boxes next to the patches (PATROL Knowledge Module for Event Management Version ) and documents to download. 11 To download the selected items, click Download (FTP) or Download Manager. Download the patch files into the same temporary directory as the installation utility. 12 Extract the patch files and technical bulletin from PATROL_KM_for_EventManagement_ zip for your operating system as appropriate: For Windows, double-click esg_all_ zip. For UNIX, enter tar -xvf esg_all_ tar. BMC PATROL Knowledge Module for Event Management Patch Technical Bulletin.pdf 13 The contents of the files are extracted into the bmc_products subdirectory. 14 Complete the installation procedure described in Installing the patch on page 4. Installing the patch After you have downloaded the installation utility and patch files and extracted them to the bmc_products subdirectory, perform the following steps to install the patch: 4 Technical Bulletin January 06, 2012

5 Where to view the latest product information 1 From the bmc_products subdirectory, run the installation utility as appropriate for your operating system: For Windows, double-click setup.exe. For UNIX, run setup.sh. 2 2 Follow the on-screen instructions until the Select Type of Installation page is displayed. 3 On the Select Type of Installation page, select Custom. 4 On the Select System Roles page, select the following system role: Computers hosting a PATROL Agent Managed System Computers hosting any PATROL Console Console Systems Computers hosting a Console Server Common Services 5 On the Select Products and Components to Install page, select PATROL Knowledge Module for Event Management - Patch Follow the on-screen instructions to complete the installation. 7 After you complete the installation steps, you can delete the temporary directory and its contents. Where to view the latest product information The latest product information is available on the Customer Support website at TIP If you do not already have a user name and password that allow you to fully access the Customer Support site, you can register for a user name and password on the site. From the Customer Support site, you can perform several tasks, including viewing the latest product documentation (manuals, release notes, flashes, technical bulletins, online Help, and parameter information) subscribing to proactive alerts to receive messages that inform you of new release notes, flashes, and technical bulletins for your products searching for existing product resolutions and frequently asked questions (FAQs) PATROL Knowledge Module version for Event Management 5

6 How to obtain printed documents How to obtain printed documents In addition to printing documents from the media that you received or downloaded when you obtained the product, you can obtain printed documents in the following ways: Download and print the document from the Customer Support website at Order the document from the Customer Support website at Contact your sales representative. Copyright 2012 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. 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 , USA Customer Support: (United States and Canada) or contact your local support center 6 Technical Bulletin January 06, 2012

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