Post installation procedures
After you install BMC Service Resolution on both BMC ProactiveNet and Remedy ITSM computers, perform the following tasks:
Prepare the Remedy ITSM server. Perform the following:
- On the Remedy IT Service Management (ITSM) server, clear the mid tier plug-in cache and the browser cache.
- Integrate BMC ProactiveNet with Remedy ITSM:
- If your Remedy ITSM system is on premises, see Integrating TrueSight Infrastructure Management or ProactiveNet with BMC Service Desk: Incident Management.
- If your Remedy ITSM system is in a Software-as-a-Service (SaaS) setup, see Integrating TrueSight Infrastructure Management or ProactiveNet with Remedy OnDemand.
Perform single-click integration validation. See Validating integrations.
If you are installing BMC Service Resolution on a 9.0 version of Remedy AR System, add a new environment variable called ARDATE in the AR System server with the following value:
ARDATE MM/dd/yyyy HH:mm:ssZ
Starting with BMC Service Resolution 3.0 and later, the integration configurations have moved to different areas of Remedy IT Service Management and BMC ProactiveNet. The section “Integration for Remedy Service Desk” is no longer available in the Application Administration Console. The forms can be accessed by opening them directly in a browser.
Refer to the following table for form names and where to find their new configuration location:
New configuration locations
|Label||Name of the form previously used||New configuration location|
|BMC Event Manager Incident Integration Setup||INT:BEMMappingNew||BMC TrueSight Infrastructure Management/BMC ProactiveNet. See Configuring Event Mappings.|
|BMC Intelligent Incident Global Configuration||INT:BiiARS:GlobalConfig||Remedy IT Service Management. See Incident Rules Configuration.|
|BMC Intelligent Incident Service Policy Configuration||INT:ServicePolicyCONSOLE||BMC TrueSight Infrastructure Management/BMC ProactiveNet. See Managing Service Policies.|
|BMC Service Impact Manager Intelligent Incident Setup||INT:SIM_GlobalMappingConfiguration||BMC TrueSight Infrastructure Management/BMC ProactiveNet. See Configuring Event Mappings.|
Note: When you upgrade to Remedy ITSM 9.0, the section “Integration for Remedy Service Desk” is not available in the Application Administration Console. However, if you are still using a version prior to BMC Service Resolution 3.0, these integration options are available and they can be accessed directly from the UI.