Installing BMC Service Desk Automation run book

The BMC Atrium Orchestrator content installation program automates the installation of the adapters, modules, BMC Remedy Action Request System artifacts (filters and operational categories), and BMC Remedy IT Service Management templates required for the BMC Service Desk Automation run book. 

This topic describes how to install the BMC Service Desk Automation run book.


Before you begin

Before installing the run book, you must perform the following tasks:

  1. Download the BMC Atrium Orchestrator Content Installer from the BMC Electronic Product Distribution (EPD) website .
  2. Install BMC Atrium Orchestrator Platform components such as the repository and the Configuration Distribution Peer (CDP) and ensure that they are up and running
    1. After installing the CDP, ensure that you provide administrator permissions to the CDP. 

       Perform the following steps to log on to CDP as an administrator.

      1. On the server where the CDP is installed, run the services.msc command on the command prompt.

      2. From the list of services running, select BMC Atrium Orchestrator Configuration Distribution Peer serviceright-click and select Properties.

      3. Click the Logon tab and select This account option.

      4. Click Browse and select the Administrator user account.

      5. Specify the password for the account.

      6. Save and restart the service.

  3. Install BMC Remedy AR System and BMC Remedy ITSM suite of products as required for the run book.
  4. (Optional) If integrating with BMC MyIT, install BMC MyIT. 
  5. Create a user account in BMC Remedy ITSM to be used for installing the run book.

To install BMC Service Desk Automation run book by using the GUI

The BMC Atrium Orchestrator content installer now also allows you to add, configure, and enable adapters and modules for the BMC Service Desk Automation run book directly from the installer. It also prompts you to specify the BMC Remedy ITSM server configuration parameters and BMC Remedy ITSM template fields.

Important

  • You can choose not to configure adapters and modules directly from the BMC Atrium Orchestrator Content installer. It is optional. You can skip the configurations from the installer and manually do it on your grid after the content is installed.
  • If your BMC Atrium Orchestrator Platform version is 7.9 or later, only then you can configure and enable adapters and modules directly from the BMC Atrium Orchestrator Content installer. If your BMC Atrium Orchestrator Platform version is earlier than 7.9, and you select the Configure Adapters check box, then the installation fails.
  • If you already have BMC Service Desk Automation run book installed and are upgrading to the latest version and you choose to configure the adapters and modules through the installer, the configuration parameters provided in the installer will overwrite the existing configurations on the grid.
  • If you choose to configure the adapters and modules through the installer, they are configured and enabled on the Configuration Distribution Peer (CDP) only. After the installation is complete, you can move the adapters and modules to other peers based on your requirement.
  • If your CDP is on a Linux environment, you must enable the Microsoft Exchange and Microsoft Active Directory adapters on a Microsoft Windows peer.
  • There is no change to the BMC Remedy ITSM artifacts installed with the BMC Service Desk Automation run book.
 StepScreen
1.

Navigate to the folder where you have downloaded the installation files and start the installation program.

    • Windows: setup.cmd
    • Linux or Solaris: setup.sh
2.

On the Welcome to BMC Atrium Orchestrator panel, review the information and click Next.

3.On the license agreement panel, select I agree to the terms of the license agreement; then click Next.
 
4.

On the Directory Selection panel, accept the default location,
or click Browse to select a different location; then click Next.

5.On the Repository Communications Settings panel, enter the repository settings, and click Next:
    • Web Server Protocol: Select https or http. 
    • Host Name or IP Address: Enter the fully qualified domain name of the repository.
    • Web Server Port Number: Enter the port number where the repository is installed. 
    • Repository User: Enter the user name of the account created in BMC Atrium Single Sign-On that you use to log on to the repository.

      Warning

      Do not enter the default BMC Atrium Single Sign-on account amadmin in the RepositoryUser field.

    • Repository Password: Enter the password that matches the specified user account.
6.

On the Installation Type panel, select BSM Solutions and click Next.

7.

On the Solution feature selection panel, select BMC Service Desk Automation and click Next.

8.

On the Adapter feature selection panel, select the Configure Adapters check box to configure the adapters required for the solution and click Next.

Notes

The option to configure and enable adapters directly through the installer is only available if your current platform version is 7.9 or later.

Adapters required for the BMC Service Desk Automation run book are preselected and cannot be cleared. You can choose to skip the adapter configuration from the installer and manually configure adapters on your grid after the content is installed.

Warning

When you select the Configure Adapters check box, if any of the preselected adapters and modules are already present on your grid, the details provided in the installation will override the existing adapter and module configurations on the grid.

9.

On the Module feature selection panel, select the Configure modules check box to configure and activate modules on the grid automatically.

Modules required for the solution are preselected and cannot be cleared.

The Configure modules check box is enabled only if the Configure Adapters check box is selected in the previous panel. You can choose to skip configuring the modules from the installer and manually configure and activate them on the grid later.

Click Next.

10.

On the Solution configuration - ITSM details panel, enter your BMC Remedy ITSM environment details.

  • Host name: Type the name or the IP address of the computer running the BMC Remedy ITSM service.
  • Port number: Select Port mapper or assign a specific port of the computer running the BMC Remedy ITSM service (if known).

    Note

    If the BMC Remedy AR System server is configured to use a port mapper, set the port number to 0. If the BMC Remedy AR System server is configured to use a specific port to receive requests, assign that specific port number. 

  • User name: Type the BMC Remedy ITSM administrator logon user name. For example, sdauser
  • Password: Type the BMC Remedy ITSM administrator logon password that matches the specified user name.
11.

Click the CDP tab to enter your grid settings.

  • Web Server Protocol: Select https
  • Host Name or IP Address: Type the fully qualified domain name of the CDP.
  • Web Server Port Number: Type the port number of the CDP.
  • CDP User: Type the user name required to log on to the grid.
  • CDP Password: Type the password that matches the specified user name.

12.

Click the Third Party tab and select the check box against the adapter name to specify the adapter configuration details.

Active Directory:

  • Target: Specifies the host name or IP address of the remote or local computer 
  • User Name: Specifies the user name for remote host authentication. You must have an administrative role or privilege on the remote host.
  • Password: Specifies the password corresponding to the specified user name.

Microsoft Exchange:

  • Target: Specifies the target computer's IP or name (where either the Microsoft Exchange server is installed.)
  • User Name: Specifies the user name to connect to the remote computer.
  • Password: Specifies the password that matches the user name.
  • Exchange Version: Specifies the Microsoft Exchange server application version; default value: v2016
  • Mailbox DB: Specifies the database for the Microsoft Exchange server
  • Email domain: Specifies the domain that is used for creating email accounts
  • console File: Specifies the Microsoft Exchange shell console file to load the Exchange specific PowerShell cmdlets

Notes

  • Microsoft Active Directory and Microsoft Exchange adapters can only be configured and enabled on Microsoft Windows environment. 
  • If the Configure modules check box is not selected, the Mailbox DB and Email domain fields for the Microsoft Exchange adapter are not visible. These fields are updated for the BMC-SA-SDA_Fulfillment_Cases module.
  • After you have selected the Configure adapters check box, even if you do not select the third-party adapters and install the solution, Microsoft Active Directory and Microsoft Exchange adapters are installed, configured with default values, and enabled on the grid.
13.

On the ITSM Template Data Settings panel, select the appropriate data in the fields where you want to customize the BMC Remedy ITSM templates, and then click Next.
If you want to use the template default for a field, leave it blank.

  • Support Company: Specifies the BMC Remedy ITSM support company name for imported templates. For example, Calbro Services.
  • Support Organization: Specifies the BMC Remedy ITSM support organization name for imported templates. For example, IT Support.
  • Support Group: Specifies the BMC Remedy ITSM support group name for imported templates. For example, Service Desk.
14.

On the Installation preview panel, review the features to be installed, and then click Install.

15.

When the installation finishes, click Done.

The BMC Service Desk Automation run book is installed successfully and you can view the install log at the location displayed on the installer.

To install the BMC Service Desk Automation run book by using the command-line options

In a silent installation, you run the installation program from a command line. You can run a silent installation on Red Hat or SUSE Linux, Oracle Solaris, and Windows to install the BMC Service Desk Automation run book. To execute a silent installation, you specify an options file to feed the installation settings to the program. The options file is a text file that defines all the required installation properties.

To run the silent installation:

  1. On a computer that has network access to the repository, navigate to the directory that contains the installation program. 

  2. From the command line, execute the command in the following format to install the BMC Service Desk Automation run book.
    windows_bao_content_installer_20_16_03\Content\Disk1\setup.cmd -i silent -DOPTIONS_FILE="fullPathToOptionsFile/optionsFile"

    Example
    C:\Users\Administrator\Desktop\20.17.01\windows_bao_content_installer_20.17.01_00\Content\Disk1>setup.cmd -i silent -DOPTIONS_FILE=C:\optionSDA.options
    

    The following figure shows a sample options file for installing and configuring the BMC Service Desk Automation run book:

    -P installLocation=C:\Program Files\BMC Software\silentwinSDA
    -J CONFIGURE_ADAPTERS=true
    -J CONFIGURE_MODULES=true
    -J REMEDY_PORT_NUMBER=0
    -J REMEDY_USER_NAME=Allen
    -J REMEDY_HOSTNAME=clm-pun-123456.bmc.com
    -J REMEDY_PASSWORD=DES\:facfe8dfd0743920d8d901de05557886
    -J AO_CDP_HOST=clm-pun-123456.bmc.com
    -J AO_CDP_PORT=0
    -J AO_CDP_PROTOCOL=https
    -J AO_CDP_USER_NAME=Allen
    -J AO_CDP_PASSWORD=DES\:facfe8dfd0743920d8d901de05557886
    -J Active Directory=true
    -J AD_HOST=clm-pun-123456.bmc.com
    -J AD_USER=Allen
    -J AD_PASSWORD=DES\:facfe8dfd0743920d8d901de05557886
    -J Microsoft Exchange=true
    -J EXCHANGE_TARGET=clm-pun-123456.bmc.com
    -J EXCHANGE_USER=Allen
    -J EXCHANGE_PASSWORD=DES\:facfe8dfd0743920d8d901de05557886
    -J EXCHANGE_VERSION=v2016
    -J EXCHANGE_MAILBOX_DB=QADB
    -J EXCHANGE_MAIL_DOMAIN=bmc.com
    -J EXCHANGE_CONSOLEFILE=C:\Program Files\Microsoft\Exchange Server\V15\Bin\exshell.psc1

    The following table describes the silent installation properties for the options file. 

    Property nameDescription
    -P installLocation
    Specifies the directory location where the installer files are located
    -J CONFIGURE_ADAPTERS
    -J CONFIGURE_MODULES
    Specifies whether to configure the adapters and modules for the solution Valid values: true, false
    -J REMEDY_PORT_NUMBER=0
    -J REMEDY_USER_NAME=Allen
    -J REMEDY_HOSTNAME=clm-pun-123456.bmc.com
    -J REMEDY_PASSWORD=
    DES\:facfe8dfd0743920d8d901de05557886

    Specifies the BMC Remedy AR system integration details

    Important

    In this release, any password specified in the options file is not masked in the install log and is displayed in the install log. To mask passwords, BMC recommends that you specify encrypted passwords in the options file before installing the solution.

    To encrypt passwords, see Using the Maintenance Tool to encrypt a password

    -J AO_CDP_HOST=clm-pun-123456.bmc.com -J AO_CDP_PORT=0 -J AO_CDP_PROTOCOL=https -J AO_CDP_USER_NAME=Allen -J AO_CDP_PASSWORD=
    DES\:facfe8dfd0743920d8d901de05557886

    Specifies the configuration distribution details for the grid on which the solution will be installed.

    Required only if -J CONFIGURE_ADAPTERS is set to true.

    -J Active Directory=true
    -J AD_HOST=clm-pun-123456.bmc.com
    -J AD_USER=Allen
    -J AD_PASSWORD=
    DES\:facfe8dfd0743920d8d901de05557886
    Specifies the configuration details for Microsoft Active Directory. To configure the Microsoft Active Directory adapter, specify -J Active Directory=true and then provide additional details.
    -J Microsoft Exchange=true
    -J EXCHANGE_TARGET=clm-pun-123456.bmc.com
    -J EXCHANGE_USER=Allen
    -J EXCHANGE_PASSWORD=
    DES\:facfe8dfd0743920d8d901de05557886 -J EXCHANGE_VERSION=v2016 -J EXCHANGE_MAILBOX_DB=QADB -J EXCHANGE_MAIL_DOMAIN=bmc.com -J EXCHANGE_CONSOLEFILE=
    C:\Program Files\Microsoft\Exchange Server\V15\Bin\exshell.psc1
    Specifies the configuration details for the Microsoft Exchange server. To configure the Microsoft Exchangey adapter, specify -J Microsoft Exchange=true and then provide additional details.

To verify the installation 

To verify if the BMC Service Desk Automation run book is installed and configured successfully, go to the Grid Manager to verify the installation. 

  1. Log on to the Grid Manager. 
    On the grid, under the Status tab, the list of adapters installed, configured and enabled are displayed. 

    Note

    The default names of the adapters installed for the BMC Service Desk Automation run book are appended with _SDA.

     Click here to view the list of adapters configured and enabled on the grid

    BMC Remedy AR System actor

    BMC Remedy AR System monitor

    Microsoft Exchange

    WindowsCommand


    The following figure shows the adapters enabled on the grid. 

  2. Click the Manage tab, and click the Modules tab to view the list of modules activated for the run book. 

     Click here to view the list of modules activated on the grid

    AMP-AD-BMC-Remedy-ARS

    AO-AD-Microsoft_Exchange

    AutoPilot-AD-Utilities

    AutoPilot-OA-Change_Management 

    AutoPilot-OA-Incident_Management

    AutoPilot-OA-Task_Management

    AutoPilot-OA-Work_Order_Management

    AutoPilot-OA-Common_Utilities

    AutoPilot-OA-Errors

    BMC SA SDA Fulfillment Cases

    BMC SA Service Desk Automation


    The following figure shows the modules configured and activated on the grid.
     
    For a detailed list of the adapters and modules configured through the installer, see BMC Atrium Orchestrator artifacts and configuration reference by using the installer

Where to go from here

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