This documentation supports the 9.0 version of BMC Remedy ITSM Deployment.

To view the latest version, select the version from the Product version menu.

Installing offline documentation

By default, if you click the Help button from any BMC Remedy IT Service Management product, the Home page of the online product documentation is launched. For example, if you click the Help button from the Reconciliation Engine console of the BMC Atrium Core product, the online documentation of the Atrium Core product is displayed.

You will need to install the offline documentation only if you are bound by a firewall or do not have access to internet. This topic helps you understand how to install the offline Help, such that the documentation is accessible to you within your intranet. 

Notes

  • The offline Help deployed using the procedure given below is not updated automatically. You should follow the procedure documented below to deploy offline Help for Service Packs. The offline documentation is updated for major releases (X.x) and service packs (X.x.xx) only.
  • No offline documentation is provided for patches.
  • The Localized PDFs are available only on the online Documentation portal. To access Localized PDFs, navigate to the PDFs page of every BMC Remedy ITSM suite product, for example https://docs.bmc.com/docs/display/public/ac81/PDFs.

Deploying offline documentation

Downloading files from EPD

Follow the download instructions described in the Downloading the installation files to obtain the offline documentation made available on the BMC Electronic Product Distribution (EPD) site. Ensure that you have obtained the following files from EPD:

Product NameFile name
For BMC Remedy AR SystemOffline Documentation - BMC Remedy AR System, BMC Remedy Migrator, BMC Remedy Encryption 9.0.00
For BMC Atrium Core Offline Documentation - BMC Atrium Core Version 9.0.00
For BMC Remedy ITSM SuiteOffline Documentation - BMC Remedy ITSM Suite Preconfigured Stack Installer Version 9.0.00

Extracting the offline documentation

Unzip the offline offline help packages on a web server by using one of the following methods:

  • If this is the first BMC offline documentation archive that you are installing on the web server, extract the zip file to the web application deployment folder of your web container (servlet container).
    For example, with an Apache Tomcat web server, extract the zip file to tomcatInstallationDirectory\webapps.
  • If at least one BMC offline documentation archive is already installed on the web server, perform the following steps:
    1. Extract the zip file to your hard drive.
    2. Open the extracted localhelp folder.
    3. Copy all the files from this folder to the localhelp folder of your web container (servlet container).
      For example, if you are deploying BMC Asset Management 9.0 documentation to an Apache Tomcat web server, copy the asset90 folder along with all the files and folders to <TomcatInstallationDirectory>\webapps\localhelp.
    4. To check if the local help works, type the following URL: http://servletName:portNumber/localhelp/extractedDocumentationFolder/Home.html
      For example: http://SanJoseTomcat:8080/localhelp/ars9000/Home.html.

Note

If you do not install the offline documentation in a web server such as Tomcat, the search functionality of the offline Help does not work.

To enable the offline documentation for BMC Atrium CMDB

Navigate to the computer on which you have installed the AR System Mid-Tier Server.  

  1. From any browser available on the computer that has the AR System Mid-Tier Server, type the following URL: http://<serverName>:<portNumber>/arsys/forms/<serverName>/SHARE:Application_Properties
  2. In the Property name field enter Help File Path and click Search.
  3. Double-click the search result that has the application ID as OB00C04FA081BABZlxQAmyflAg1wEA, in the form below the search results pane, replace the URL displayed in the Property Value field with the URL from where you want to access the local help. For example, http://<servletName>:<portNumber>/localhelp/<extractedDocumentationFolder>/Home.html 
  4. Repeat the step 3 above for the search result with the application ID PD00C04FA081BA0SvxQgaxH66Q1wQA
  5. To check if the local help works, type the following URL: http://servletName:portNumber/localhelp/extractedDocumentationFolder/Home.html
    For example: http://SanJoseTomcat:8080/localhelp/ars81/Home.html

To enable the offline documentation for BMC Remedy AR System

You should navigate to the installation directory of each component listed below and make changes to the specified file in order to access the BMC offline documentation.

BMC Remedy Migrator:

  1. On the computer where you have installed Migrator, navigate to the installation directory, for example, <installation directory>\Migrator\Help\ MigratorHelp.txt
  2. Open the Migrator.txt file and locate the migrator_help key, replace the value of that key with the location where you have unzipped the offline help as described in  To extract the offline documentation
    For example, the MigratorHelp.txt file contains the key migrator_help, with the value https://docs.bmc.com/docs/display/public/ars9000/Home. Replace the value https://docs.bmc.com/docs/display/public/ars9000/Home with the URL that you get after performing the procedure To extract the offline documentation

Mid Tier

  1. Shut down the mid tier.
  2. Open the config.properties file, located in the directory <MidtierInstallDirectory>/WEB-INF/classes/.
  3. Locate the key arsystem.wiki.help.baseURL and replace the value displayed there with the URL that you get after performing the procedure To extract the offline documentation.
  4. Start the mid tier.

Developer Studio

  1. On the computer where you have installed the Developer Studio, navigate to the installation directory, for example, <installation directory>\DeveloperStudio\configuration\config.ini.
  2. Open the config.ini file and locate the key bmc.doc.url, then replace the value displayed there with the URL that you get after performing the procedure To extract the offline documentation
    For example, the config.ini  file contains the key bmc.doc.url, with the value https://docs.bmc.com/docs/display/public/ars9000/Home. Replace the value https://docs.bmc.com/docs/display/public/ars9000/Home with the URL that you get after performing the procedure To extract the offline documentation.

Data Import Tool

  1. On the computer where you have installed the Data import tool, navigate to the installation directory, for example, <installation directory>\ dataimporttool\configuration\config.ini.
  2. Open the config.ini file and locate the key bmc.doc.url, then replace the value displayed there with the URL that you get after performing the procedure To extract the offline documentation
    For example, the config.ini file contains key bmc.doc.url with the value https://docs.bmc.com/docs/display/public/ars9000/Home. Replace the value https://docs.bmc.com/docs/display/public/ars9000/Home with the location where you have extracted the offline documentation. 

To enable the offline documentation for BMC IT Service Management suite

  1. From any browser available on the computer that has the AR System Mid-Tier Server, type the following URL: http://<serverName>:<portNumber>/arsys/forms/<serverName>/SHARE:Application_Properties
  2. In the Property name field enter Offline Help File Path and click Search.
  3. Double-click the search result that has the application ID as FN00C04FA081BA420fQwLB8zJA2QAA, in the form below the search results pane, replace the URL displayed in the Property Value field with the URL from where you want to access the local help. For example, http://<servletName>:<portNumber>/localhelp/.
  4. To check if the local help works, type the following URL: http://servletName:portNumber/localhelp/extractedDocumentationFolder/Home.html
    For example: http://SanJoseTomcat:8080/localhelp/itsm90/Home.html

Notes

Each application contains the path to its help location. For example, BMC Incident Management contains the 2 properties:

  • Help File Path = servicedesk90/Home
  • Offline Help File Path = servicedesk90/home.html

To access the help file system, the URL is created based on the help selected. Using the example above, the URLs would read:

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Comments

  1. Joachim Latzko

    Hi! The link to the localized PDFs ( https://docs.bmc.com/docs/display/public/ac81/PDFs) gets you to https://docs.bmc.com/docs/display/public/ac81/PDFs, which is an AtriumCore page with no PDFs listed.

    Sep 18, 2015 09:02