Contents. BMC Remedy AR System Compatibility Matrix

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1 Contents AR SYSTEM SERVER SUPPORTED HARDWARE PLATFORMS AND OPERATING SYSTEMS... 3 AR SYSTEM SERVER SUPPORTED DATABASES...3 JAVA SUPPORT... 4 AR SYSTEM MID-TIER SUPPORTED CONFIGURATIONS...5 AR SYSTEM CLIENT SUPPORTED CONFIGURATIONS...6 BROWSER SUPPORTED CONFIGURATIONS... 6 OTHER PRODUCT COMPATIBILITY SUPPORTED CONFIGURATIONS...7 FULL TEXT SEARCH SUPPORTED CONFIGURATIONS...7 SCREEN READER SUPPORTED CONFIGURATIONS...8 LANGUAGE OFFERINGS...8 REMEDY APPLICATIONS AND PRODUCTS...9 COMPARISON OF SUPPORT BETWEEN AR SYSTEM VERSION AND Revision History v1.0_0 Initial release

2 Introduction The BMC Remedy AR System Compatibility Matrix is divided into multiple areas of support. Each of these areas is further broken down into three sections: Supported Configurations Known Issues Potential Issues Supported Configurations are those where the configuration is expected to work properly based on design, testing or general understanding of the interaction between products. For supported configurations, BMC Customer Support will work with customers on an issue involving the configuration until either the issue is resolved or a defect / enhancement is logged. Configurations not listed may still operate properly with AR System and thus customers may choose to run AR System in a configuration not listed as supported. Such configurations would be considered as unconfirmed. BMC Remedy will accept issues reported in unconfirmed configurations but we reserve the right to request customer assistance in problem determination, including recreating the problem on a supported configuration. Reported defects either found to be unique to an unconfirmed configuration or not reproducible within a supported environment will be addressed at the discretion of BMC Remedy. Defects requiring time and resources beyond commercially reasonable effort may not be addressed. If a configuration is found to be incompatible with AR System or ITSM applications, support for that configuration will be specifically documented as not supported (or unsupported c.f. Known Issues below). The Known Issues section documents any known additional requirements or incompatibilities between BMC products and products from other vendors. This list represents only those situations that BMC has encountered or researched and may not represent an exhaustive list. The Potential Issues section documents issues of supportability or incompatibility between BMC products and products from other vendors that are for informational purposes only. Final word on these statements would need to be stated in documentation from the other vendor. In all tables, Italics indicate an addition since AR System Support Policy for later versions of vendor products released after AR System It is expected that a vendor will retain full backwards compatibility with existing major or minor versions of a product when releasing newer versions of their products. This includes major, minor and maintenance releases as well as service packs, patches, updates or other similar level of changes. Unless otherwise stipulated by written communication from BMC Software, BMC Remedy AR System supports the listed version of vendor products or higher with regard to supported server operating systems, desktop operating systems, databases, web or application servers, servlet engines or browsers. However, this support is limited by documented compatibility restrictions from the vendors themselves. For example, if Oracle database version 10g were listed, AR System would support Oracle database version 10g, 11g and future higher versions of Oracle database. In the event that a vendor does not provide backwards compatibility, BMC reserves the right to rescind support for a specified version of a vendor s product and document such incompatibilities once confirmed. BMC may, at BMC s discretion, attempt to address a discovered incompatibility by modifying the current version of AR System. However, if major architectural changes in a vendor product require significant BMC development to achieve tolerance, support for the vendor product may be deferred to a later version of AR System.

3 AR System Server Supported Hardware platforms and Operating Systems Remedy Engine, Remedy Approval Server, Remedy Distributed Server Option (DSO) and Remedy Encryption share the same requirements as the Server. The following Operating Systems and hardware platforms are supported. AR System supports the listed version of vendor products or higher. Platform Minimum Operating System version 32 or 64 bit x86 PC Compatible Windows 2003 (32 or x64) [Server, Advanced Server, Datacenter, Enterprise, Standard] Sun SPARC Solaris 9 IBM pseries and Power5 or higher IBM AIX 5L 5.3 PA-RISC HP-UX 11iv2 HP Integrity / Itanium HP-UX 11iv2 64 bit PC Compatible Red Hat Enterprise Linux 4 (x64 only) [Server Editions] 64 bit PC Compatible Novell SuSE Linux 9 (x64 only) [Enterprise Server] AR System Server Supported Databases The following databases are supported on all operating systems and platforms supported by BMC as defined in the AR System Server Supported Hardware platforms and Operating Systems section above. AR System supports the listed version of vendor products or higher. Minimum Database Version Oracle 10g [Standard, Std One, Enterprise + RAC] IBM DB2 9.1 [Enterprise, Workgroup, Workgroup Unlimited] The following additional databases are supported. Minimum Database Version Microsoft SQL Server 2005 (32 or 64-bit) [Enterprise, Standard] Sybase ASE Minimum Operating System version Windows 2003 (32 or x64) [Server, Advanced Server, Datacenter, Enterprise, Standard] Solaris 9, IBM AIX 5L 5.3, HP-UX 11iv2 Informix Dynamic Server 10 Solaris 9, IBM AIX 5L 5.3, HP-UX 11iv2 For information on support of virtual environments, refer to the (Statement of Direction) BMC Atrium CMDB and BMC Remedy IT Service Management Virtual Environment Support found in the Documentation section for AR System on

4 Known Issues for AR System Server Supported Configurations 1. On Windows, AR System is compiled on 32-bit platforms with compatible 32-bit database connectivity libraries. Consult your operating system and database vendors for information about compatibility support for 32-bit clients on 64-bit operating systems and how those 32-bit clients communicate to a local or remote 64-bit database. 2. In general, BMC recommends running on the latest Service Pack, Maintenance Level or other such update to listed operating systems. 3. On Windows, BMC has found the following clients (supplied from the vendor) to operate properly with AR System Oracle : 32-bit Oracle 10gR2 database client IBM DB2 : 32-bit 9.1 database client 4. On UNIX and Linux, BMC has found the following clients (supplied from the vendor) to operate properly with AR System Oracle : 64-bit Oracle 10gR2 database client Sybase : 64-bit Sybase database client (a.k.a. OpenClient x) IBM DB2 : 64-bit 9.1 database client Informix : 64-bit 9.2 Informix database client 5. Trusted extensions for Solaris are supported. Please see for more information 6. AIX 5.3 must be at ML 6 SP5 ( ) or greater with xlc RTE (C Run Time Library) or later. AIX 6.1 must be at TL 2 SP1 or greater 7. Oracle 10g installed on a 64-bit Windows operating system requires Oracle patch or later Known Incompatibilities for AR System Server 1. A database is required for AR System. Flat files are not supported. 2. Solaris running on x86 or x64 processors is not supported. 3. Windows or Linux running on Itanium processors is not supported. Java Support AR System (Server, Mid-Tier, and Developer Studio) supports the listed version or higher. Supported Vendors are: Operating System Vendor Minimum recommended version Windows, Solaris, Linux (Red Hat and SuSE) Sun Microsystems JDK 1.5.0_12 HP-UX HP HP JDK 1.5 build AIX IBM JDK 1.5 SR2 Note: Sun Microsystems refers to Java 1.5 as "5.0" and 1.6 as 6.0. See for more details. Known Incompatibilities for Java 1. All AR System Java-based components are supported for use only within a 32-bit Java Virtual Machine. AR System Java-based components may not execute properly within a 64-bit JVM and use of a 64-bit JVM is considered to be unsupported.

5 AR System Mid-Tier Supported Configurations The following Web / Application Servers and Servlet Engines are supported all operating systems and platforms supported by BMC as defined in the AR System Server Supported Hardware platforms and Operating Systems section above. AR System supports the listed version of vendor products or higher. Minimum Web / Application Server versions Apache 2.0.x Tomcat JBoss BEA WebLogic 9.2 IBM WebSphere 6.1 Oracle AS 10gR3 Minimum Servlet Engine versions ServletExec 5.0 Tomcat JBoss (Embedded) BEA WebLogic Servlet Engine 9.2 IBM WebSphere Servlet Engine 6.1 Oracle AS Servlet Engine 10gR3 The following additional Web / Application Servers are supported. Minimum Web / Application Server version Minimum Operating System version Microsoft IIS 6.0 Windows 2003 (32 and x64) Known Issues for AR System Mid-Tier Supported Configurations 1. Crystal or BO Enterprise (not included) is required for web-based reporting using Crystal reports. 2. The following minimum standards are required to use the Mid-Tier Servlet API Version 2.3+ JSP API Version 1.2+ SOAP Version 1.1 or 1.2 HTML Version 4.0+ Javascript Version HTTP Version 1.1 required Known Incompatibilities for AR System Mid-Tier 1. Unless otherwise noted, native 64-bit versions of Application Servers, Web Servers or Servlet Engines have not been tested and are therefore unsupported. 2. Oracle AS 10gR2 and lower does not appear to work properly with Java 5.0 and is thus unsupported. 3. Tomcat version is not compatible with the AR System Mid-Tier. Version and versions higher than are supported. Potential Incompatibilities for AR System Mid-Tier 1. The following combinations may work properly, but are classified by BMC as unconfirmed. a. ServletExec 5.0 may not be supported on Apache 2.2. b. Oracle Corporation has stated that it does not support Java 5.0 with Oracle AS 10gR3.

6 AR System Client Supported Configurations AR System supports the listed version of vendor products or higher. Minimum Operating System Version Windows Vista (32-bit only), XP (32 bit only) Windows 2003 (32 or x64) AR System Clients AR System User Tool AR System Developer Studio AR System Developer Studio Known Issues for AR System Client Supported Configurations 1. AR System clients are compiled as a 32-bit executable. 64-bit execution depends on operating system compatibility requirements. Consult your operating system and database vendors for information about compatibility support for 32-bit clients on 64-bit operating systems. 2. The Remedy User Tool installation includes optional Crystal Reports XI reader libraries. a. BMC does not guarantee backwards compatibility of Crystal based reports that are not compatible with Crystal Reports XI viewer. Please refer to for information regarding backwards compatibility with previous Crystal releases. 3. A browser required to correctly view Flashboards, View Fields and Application List field in the Home Page Browser Supported Configurations The following browsers are supported on all operating systems and platforms supported by BMC as defined in the AR System Server Supported Hardware platforms and Operating Systems and AR System Client Supported Configurations sections above. AR System supports the listed version of vendor products or higher. Minimum Browser version Firefox 2.0 The following additional browsers are supported. Minimum Browser version Internet Explorer 7 Internet Explorer 6 Safari 3.0 Macintosh OS X 10.4 Minimum Operating System version Windows Vista [Enterprise, Business, Ultimate] (32-bit only), Windows 2003 (32 or x64), XP (32 bit only) Windows 2003 (32 or x64), XP (32 bit only) Known Issues for AR System Browser Supported Configurations 1. For optimal browser colors in AR System forms, set the color depth in the client system to at least 24 bits. 2. HTTP Version 1.1 required 3. To properly view Flashboards, Adobe Flash Player 9 or higher is required. On Solaris system running Firefox, Adobe Flash Player 10 or higher is required.

7 Other Product Compatibility Supported Configurations Remedy Component Products Comments AR Server SNMP Agent BMC Patrol, Patrol Express SNMP v2 AR Server SNMP Agent BMC Patrol Enterprise Manager AR System API Remedy Engine (Windows) Microsoft Exchange 2000, 2003 SP1, 2007 (64-bit) /MAPI, IMAP, POP3, SMTP AR ODBC (Windows) Microsoft 2000, 2003 (Excel, Access) AR ODBC (Windows) Crystal Reports 2008, XI [Professional, Advanced, Developer] Remedy User Tool Crystal Reports XI reader libraries Remedy Mid-Tier (Windows) Business Objects Enterprise XI R1, R2 Remedy Mid-Tier (Windows) Crystal Reports Server XI Crystal 2008 Remedy User Tool Citrix Metaframe XP 1.2 (Unix) and 3.0, 4.0 & 4.5 (Windows) Remedy User Tool Microsoft Windows Terminal Server 2003 Design and run reports through the AR ODBC interface Known Issues for Other Product Compatibility Supported Configurations 1. Business Objects XI, Crystal Report Server XI, and Crystal 2008 are only supported on Windows. Known Incompatibilities for Other Product Compatibility Supported Configurations 1. Due to backwards compatibility issues between BOXI 3.0 and BOXI R2, BOXI 3.0 will not function properly with AR System and is therefore not supported. Full Text Search Supported Configurations Operating Systems Windows 2003, 2008 (32 or x64), HP-UX 11iv2, 11iv3 Solaris 9, 10 IBM AIX 5L 5.3, 6.1 Red Hat Enterprise Linux 4, 5 (x64 only) Novell SuSE Linux 9, 10 (x64 only) Known Issues for Full Text Search Supported Configurations 1. Full Text Search requires a 32-bit database client to be present to operate fully. Please see the BMC Remedy AR System Release Notes known issue section for more information.

8 Screen Reader Supported Configurations The following screen reader is supported to make AR System accessible to people with disabilities: Product Version Browser Freedom Scientific JAWS for Windows Internet Explorer 6.0 Language Offerings Localization (L10N): AR System end user interfaces are localized into English French German Italian Spanish Japanese Simplified Chinese Russian Korean Internationalization (I18N): AR System supports the following character encodings: MS 1252/ISO and -15 MS 1250/ISO MS 1257/ISO MS 1251/ISO MS 932/EUC-JP BIG5 MS 936/GB2312 MS 949/KSC MS 874/TIS-620 (Win only) Unicode UTF-8/UTF-16 (Java) This represents support for the following language sets Latin-1: English, Danish, Dutch, Finnish, French, German, Icelandic, Italian, Norwegian, Portuguese, Spanish and Swedish Latin-2: English, Albanian, Croatian, Czech, Hungarian, Polish, Romanian, Slovak, Slovenian Latin-4: English, Estonian, Greenlandic, Lappish, Latvian, Lithuanian Japanese Traditional Chinese Simplified Chinese Korean Cyrillic: Russian Standard Thai (Windows Only)

9 Remedy Applications and Products Client / Add-On / Application Supported on Supported on Supported on Server ? Server ? Server ? AR System Administrator Yes Yes [ features] Yes [ features] AR System Administrator Yes [ features] Yes Yes [ features] AR System Developer Studio Yes [ features] Yes [ features] Yes Remedy User Yes Yes [ features] Yes [ features] Remedy User Yes [ features] Yes Yes [ features] Remedy User Yes [ features] Yes [ features] Yes AR System Mid Tier Yes Yes [ features] Yes [ features] AR System Mid Tier Yes [ features] Yes Yes [ features] AR System Mid Tier Yes [ features] Yes [ features] Yes Remedy Engine Yes No No Remedy Engine No Yes No Remedy Engine No No Yes Remedy Approval Server Yes Yes [ features] Yes [ features] Remedy Approval Server Yes [ features] Yes Yes [ features] Remedy Approval Server Yes [ features] Yes [ features] Yes Remedy Assignment Engine Yes Yes [ features] Yes [ features] Remedy Assignment Engine Yes [ features] Yes Yes [ features] Remedy Assignment Engine Yes [ features] Yes [ features] Yes Distributed Server Option Yes Yes [ features] Yes [ features] Distributed Server Option Yes [ features] Yes Yes [ features] Distributed Server Option Yes [ features] Yes [ features] Yes Flashboards Yes No No Flashboards No Yes No Flashboards No No Yes AR System Encryption Yes Yes Yes [ features] AR System Encryption Yes Yes Yes [ features] Remedy Encryption Yes [ features] Yes [ features] Yes AR System Migrator 7.0.x Yes No No AR System Migrator Yes [ features] Yes No AR System Migrator Yes [ features] Yes [ features] Yes Remedy Developer Plus 6.0 / 6.3 Yes Yes No Remedy Full Text Search Yes No No Remedy Full Text Search No Yes No Remedy Full Text Search No No Yes Remedy Link for Tivoli v6.3 Yes Yes Yes Remedy Link for Oracle / SQL Server Yes Yes No Remedy Link for Oracle / SQL Server Yes Yes Yes Remedy Link for MS Project 7.0 Yes Yes Yes Remedy Link for MS Project 7.1 Yes Yes Yes

10 Client / Add-On / Application Supported on Supported on Supported on Server ? Server ? Server ? Remedy ITSP 4.0 Yes Yes No Remedy Help Desk 5.6 Yes Yes Yes Remedy Help Desk 6.0 Yes Yes No Remedy Service Desk 7.0.x Yes Yes Yes Remedy Service Desk 7.5 No No Yes Remedy Asset Management 5.6 Yes Yes Yes Remedy Asset Management 6.0 Yes Yes No Remedy Asset Management 7.0.x Yes Yes Yes Remedy Asset Management 7.5 No No Yes Remedy Change Management 5.6 Yes Yes Yes Remedy Change Management 6.0 Yes Yes No Remedy Change Management 7.0.x Yes Yes Yes Remedy Change Management 7.5 No No Yes Remedy Service Level Agreements 5.6 Yes Yes Yes Remedy Service Level Agreements 6.0 Yes Yes No Remedy Service Level Management 7.0.x Yes Yes Yes Remedy Service Level Management 7.5 No No Yes Remedy Customer Support 5.6 Yes Yes Yes Remedy Quality Management 5.6 Yes Yes Yes Service Request Management 2.0 Yes Yes Yes Service Request Management Yes Yes Yes Service Request Management Yes Yes Yes Atrium CMDB 1.1 No No No Atrium CMDB Yes Yes Yes (Windows only) Atrium CMDB 2.1 No Yes Yes (Windows only) Atrium Core No No Yes Enterprise Integration Engine Yes Yes Yes Atrium Integration Engine Yes Yes Yes Atrium Integration Engine Yes Yes Yes Known Issues for Remedy Application and Products 1. It is strongly recommended that all users on a single AR System Server use the same Remedy Administrator or Developer Studio version. 2. AR System servers co-located on the same machine must be the same version. 3. In AR System , unlimited flashboards no longer require an additional license add-on 4. If running CMDB 2.1, Patch 003 is required for use with AR System (Windows only) 5. If running SRM 2.2, Patch 003 is required for use with AR System

11 Comparison of support between AR System version and Support removed is highlighted in red. Support added is highlighted in bold Operating Systems Windows 2000, 2003 (32 or x64), XP (32 only) Windows 2003, or higher (32 or x64), XP (32 only) HP-UX 11iv2, 11iv3 HP-UX 11iv2 or higher Solaris 9, 10 Solaris 9 or higher IBM AIX 5L 5.2, 5.3 IBM AIX 5L 5.3 or higher Red Hat Enterprise Linux 4 (32 or x64), 5 (32 or x64) Red Hat Enterprise Linux 4 or higher (x64) Novell SuSE Linux 9, 10 (32 or x64) Novell SuSE Linux 9 or higher (x64) Windows Vista, XP (client only) Windows Vista, XP (client only) Macintosh , 10.4, 10.5 (browser only) Macintosh 10.4 or higher (browser only) Databases Microsoft SQL Server 2000, 2005 (32 or 64-bit) Microsoft SQL Server 2005 or higher (32 or 64-bit) Oracle 9i, 10g Oracle 10g or higher IBM DB , 9.1 IBM DB2 9.1 or higher Sybase ASE , 15 Sybase ASE or higher Informix Dynamic Server 10 Informix Dynamic Server 10 or higher Web Servers Apache 2.0.x, 2.2.x Apache 2.0.x or higher Tomcat 5.0.x, 5.5.x Tomcat 5.5.x or higher JBoss , JBoss or higher BEA WebLogic 9.1, 9.2 BEA WebLogic 9.2 or higher Microsoft IIS 6.0 Microsoft IIS 6.0 or higher IBM WebSphere 6.1 IBM WebSphere 6.1 or higher Oracle AS 10gR3 Oracle AS 10gR3 or higher Sun Java System Web Server 6.1, 7.0 HP-UX Web Server Suite 2.1 Servlet Engines ServletExec 5.0 ServletExec 5.0 or higher Browsers Internet Explorer 6 or higher Internet Explorer 6 or higher Firefox 2.0 or higher Firefox 2.0 or higher Mozilla or higher Safari 3.0 or higher Safari 3.0 or higher To learn more about how BMC can help activate your business, visit or call (800) BMC, BMC Software, the BMC logos, and other BMC marks are trademarks or registered trademarks of BMC Software, Inc. in the U.S. and/or certain other countries. IBM is a trademark or registered trademark of International Business Machines Corporation in the United States, other countries, or both. Sun is a trademark or registered trademark of Sun Microsystems, Inc., in the U.S. and other countries. All other registered trademarks or trademarks belong to their respective companies BMC Software, Inc. All rights reserved. Content subject to change without notice.

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