Preparing for installation

 The following topics provide information that you can use to prepare your environment for installing BMC Service Resolution 3.5 Service Pack 1:

Verify installation of supported products

Before you install BMC Service Resolution 3.5 Service Pack 1, ensure that you have installed licensed versions of all of the supported products. For more information, see Supported products and versions.

Note

If you have installed Remedy ITSM Service Pack 2 Patch 001 (8.1.02.001), you do need to install the BMC CMDB Extensions, which are available out of the box in this patch.

Install TrueSight Infrastructure Management or ProactiveNet

Before you install BMC Service Resolution 3.5 Service Pack 1, you must first install a supported version of TrueSight Infrastructure Management or ProactiveNet.

For information about installing TrueSight Infrastructure Management or ProactiveNet:

  • See Installing in the TrueSight Operations Management 11.0 online documentation.
    Before installing the TrueSight Infrastructure Management component, you must have installed Remedy Single Sign-On and TrueSight Presentation Server. The TrueSight Operations Management installation documentation describes how to plan for the deployment and to install these components. 
  • See Installing in the ProactiveNet 9.6 online documentation.

Install Remedy ITSM 8.1 or later

Install Remedy ITSM 8.1 or later and ensure that it is integrated with TrueSight Infrastructure Management/ProactiveNet.

Install the BMC Service Resolution 3.5 Service Pack 1 on the Remedy ITSM server. See Installing the service pack on Remedy ITSM server.

Install BMC CMDB Extensions

If you are integrating Infrastructure Management with Atrium CMDB, you must install the BMC CMDB Extensions and components before configuring the TrueSight Infrastructure Management or ProactiveNet Server to integrate with the CMDB. Install BMC CMDB Extensions on the same computer where the Atrium CMDB is installed.

 View CMDB Extensions installation procedure with latest version of TrueSight Operations Management

When integrating TrueSight Infrastructure Management with Atrium CMDB, you must install the BMC CMDB Extensions and components before configuring the TrueSight Infrastructure Management Server to integrate with the Atrium CMDB.

When you install the BMC CMDB Extensions, the following BMC software is installed:

Install BMC CMDB Extensions on the same computer where Atrium CMDB is installed.

  • In a server group environment, install BMC CMDB Extensions on all the servers in the server group. For more information about the server group environment, see the online documentation of BMC Service Resolution.
  • In the primary node, install the binaries and the workflow; in all other nodes, install only the binaries. Ensure that all servers are added to the group list.

See System requirements and product compatibility for Infrastructure Management for the minimum supported configuration requirements, and supported versions.

This topic provides the following information about installing BMC CMDB Extensions:

Before you begin

  • Before you begin with the installation, ensure that you have administrator privileges on Remedy Action Request System.
  • As an administrator, ensure that you have the following permissions:
    • Administrator
    • Incident Config
    • Incident Master
    • Incident Viewer
    • Incident Submitter
    • Contact Organization Admin
    • Contact Location Admin
    • Contact People Admin
    • Contact Support Admin
    • Config Group Mapping Admin
    • Config Categorization Admin
    For information about adding permissions, see  Role-based access .
  • BMC recommends that you run the Remedy AR System and Atrium Core Heath check before proceeding with the installation.
  • AR user must have a fixed license.

  • If you moved the BMC Remedy Action Request database from one server to another, you should ensure that the filesystem dependencies have also been migrated before installing or upgrading the BMC Remedy Action Request database.
  • Ensure that you enable Administrative Operations on the AR Server. For information about enabling Administrative Operations, see the online documentation of BMC Remedy Action Request System.

  • Ensure that the Enable Multiple Assign Groups setting is enabled for all AR Servers. To do this, in AR Server, in the Server Information page, on the Configuration tab, select the Enable Multiple Assign Groups check box.

  • Ensure that you increase the Server-Plugin-Default-Timeout to 600 seconds and enable unqualified search in the Server Information page of AR Server.

  • Ensure that you have installed the following applications on the Remedy Action Request System server:

    Product

    Installation instruction

    Atrium Core

    To install Atrium CMDB, see the online documentation for BMC Atrium Core.

    Remedy Incident Management

    To install Remedy Incident Management, see the online documentation for BMC Remedy IT Service Management.

  • For a successful installation, ensure that your system has a minimum of 3 GB of free memory. If this requirement is not met, importing workflows to Atrium CMDB may fail.
  • On Linux or Solaris operating system, ensure that the following libraries are present in the /usr/lib folder:

To install BMC CMDB Extensions on Microsoft Windows

  1. Navigate to the BMC_TrueSight_Infra_Mgmt_11.0_ExtensionsForAtriumCMDB_Windows\Disk1 directory in the installation package.
    • If you have an installation DVD, copy the contents to a directory with write permission, and navigate to the directory.
    • If you have downloaded the installation files, navigate to the directory.
  2. Run setup.exe as an administrator.
  3. On the Welcome page, click Next.
  4. On the license agreement page, click Next.
  5. On the Directory Selection page, retain the default directory, or click Browse to select a different directory, and click Next.
  6. On the Remedy AR System Server/Atrium CMDB User Inputs page, provide the following details, and click Next.

    Field

    Description

    AR System Server Administrator Name

    AR System Server Administrator Password

    Administrator credentials to access Remedy Action Request System

    AR System Server TCP Port

    Port number of the server on which Remedy Action Request System is running. If the server is using a portmapper, then the default port number is 0.

    AR System Server Name Alias

    Host name of Remedy Action Request System or Atrium CMDB

  7. On the CMDB User permissions information page, make sure that you do not select the Deploy SDIG Workflow check box, and then click Next.
  8. Verify that the information on the TrueSight Infrastructure Management CMDB Extensions initialization page reflects your installation correctly. Click Previous to make changes, or click Next.
  9. On the Notification Service Plugin User Inputs page, enter the port number on which the Notification Service is listening for incoming connections of clients (for example, Publishing Server) that subscribe for notifications. The default port number is 1840.

    Note

    This port is different from the AR Server port. Configure your firewall to allow this port so that Publishing Server can connect to it.

     

  10. On the TrueSight Infrastructure Management CMDB Extensions information page, click Next.
  11. On the Installation Preview page, click Install.
    The installer displays the progress of the installation.
  12. On the Installation Result Summary page, click Next.
  13. On the Installation Summary page, click View Log to view the installation logs or click Finish to complete the installation.
  14. Restart Apache Tomcat as described in To restart Apache Tomcat on Microsoft Windows.

Important: For installing CMDB on a second server in a group

 If you are installing CMDB Extensions on the second server in a server group, ensure that the administration ranking of the second server is set to 1. With this, the installer identifies that CMDB Extensions are already installed on the earlier server, and the workflow is not installed on the second server.

To install BMC CMDB Extensions on Linux/Solaris

Note

  • Install the TrueSight Infrastructure Management Extensions by the user using which you installed AR Server, it may be either root or non-root user.
  • Ensure that you have write permission to the ar.conf file.
  1. Navigate to the BMC_TrueSight_Infra_Mgmt_11.0_ExtensionsForAtriumCMDB_<operating system>/Disk1 directory in the installation package.
  2. Apply executable rights to all the installation files by running the following command: 

    chmod -R 755 installationDirectoryFolderName 

    installationDirectoryFolderName is the name of the folder that contains all the installation files.

    For example, chmod -R 755 Disk1

  3. Run setup.bin.
  4. Follow step 3 through step 13 as described in To install BMC CMDB Extensionson Microsoft Windows.
  5. Restart Apache Tomcat as described in To restart Apache Tomcat on Linux/Solaris.

Integrating with Atrium CMDB in an Action Request Server group

When integrating with an Action Request Server Group, you must install the BMC CMDB Extensionson:

  • The primary administrative server - Installing on the primary administrative server creates the necessary forms, workflow, and data. It also deploys the Impact Model Designer on the primary server.
  • Each server that has the reconciliation function enabled - Installing on each server is necessary to install the Notify ARDBC plugin. For more information, see  Configuring the Notify ARDBC plug-in .

Configuring after installation

After installing the BMC CMDB Extensions, a BMC.ARF.BiARS_SIMINIT error might be displayed in the TrueSight Infrastructure Management operator console, while creating incidents.

From the Remedy Developer Studio, disable the BiiARS_HPD:OutBoundStagingForm_INCIDENTINFO'! filter.

 View CMDB Extensions installation procedure with ProactiveNet 9.6

When you install ProactiveNet CMDB Extensions, the following BMC software is installed:

  • BMC Impact Model Designer
  • Integration for BMC Remedy Service Desk - AR System

Install ProactiveNet CMDB Extensions on the same computer where BMC Atrium CMDB is installed. In a server group environment, install ProactiveNet CMDB Extensions on all the servers in the server group. Ensure that all servers are added to the group list. For more information about the server group environment, see the online documentation of BMC Remedy Action Request System.

Before you begin

  • Before you begin with the installation, ensure that you have administrator privileges on Remedy Action Request System.
  • As an administrator, ensure that you have the following permissions:
    • Administrator
    • Incident Config
    • Incident Master
    • Incident Viewer
    • Incident Submitter
    • Contact Organization Admin
    • Contact Location Admin
    • Contact People Admin
    • Contact Support Admin
    • Config Group Mapping Admin
    • Config Categorization Admin
    For information about adding permissions, see Adding roles and permissions.
  • BMC recommends that you run the Remedy AR System and BMC Atrium Core Heath check before proceeding with the installation.
  • Ensure that you enable Administrative Operations on the AR Server. For information about enabling Administrative Operations, see the online documentation of BMC Remedy Action Request System.
  • Ensure that the Enable Multiple Assign Groups setting is enabled for all AR Servers. To do this, in AR Server, in the Server Information page, on the Configuration tab, select the Enable Multiple Assign Groups check box.
  • Ensure that you increase the timeout to 600 seconds and enable unqualified search in the Server Information page of AR Server.
  • Ensure that you have installed the following applications on the Remedy Action Request System server:


    Note

    For a successful installation, ensure that your system has a minimum of 3 GB of free memory. If this requirement is not met, importing workflows to BMC Atrium CMDB may fail.

  • On Linux or Solaris operating system, ensure that the following libraries are present in the /usr/lib folder:

To  install ProactiveNet CMDB Extensions on Microsoft Windows

  1. Navigate to the Integrations\Atrium_CMDB\CMDB_Extensions\Windows\Disk1 directory in the installation package.
    • If you have an installation DVD, copy the contents to a directory with write permission, and navigate to the directory.
    • If you have downloaded the installation files, navigate to the directory.
  2. Run setup.exe.
  3. On the Welcome page, click Next.
  4. On the license agreement page, click Next.
  5. On the Directory Selection page, retain the default directory, or click Browse to select a different directory, and click Next.
  6. On the BMC Remedy AR System Server/Atrium CMDB User Inputs page, provide the following details, and click Next.


  7. On the SIM NOTIFY Plugin User Inputs page, enter the port number on which the SIM NOTIFY server is listening for incoming connections of clients (for example, BMC ProactiveNet Publishing Server) that subscribe for notifications. The default port number is 1840.

    Note

    This port is different from the AR Server port. Configure your firewall to allow this port so that BMC ProactiveNet Publishing Server can connect to it.

  8. In the BMC ProactiveNet Impact Manager User Input Information screen, complete the following fields and click Next.

    Field

    Description

    Impact Manager Name

    Name of the primary ProactiveNet Cell.

    Impact Manager Host Name

    Host name of the primary ProactiveNet Cell.

    Impact Manager Port

    Port number of the ProactiveNet Cell. The default port is 1828.

    Secondary Impact Manager Name

    Name of the secondary ProactiveNet Cell.

    Secondary Impact Manager Port

    Port number of the secondary ProactiveNet Cell.

    Impact Manager Encryption Key

    Encryption key of the ProactiveNet Cell. The default encryption key is mc.

  9. On the CMDB User permissions information page, select the Deploy IBRSD Workflow check box to enable the integration workflows.
  10. On the Installation Preview page, click Install.
    The installer displays the progress of the installation.
  11. On the Installation Result Summary page, click Next.
  12.  On the Installation Summary page, click View Log to view the installation logs or click Finish to complete the installation.
  13. Restart Apache Tomcat as described in To restart Apache Tomcat on Microsoft Windows.

To install ProactiveNet CMDB Extensions on Linux/Solaris

Note

  • Install the ProactiveNet Extensions by the user using which you installed AR Server, it may be either root or non-root user.
  • Ensure that you have writable permission for the ar.conf file.
  1. Navigate to the Integrations/Atrium_CMDB/CMDB_Extensions<operating system>/Disk1 directory in the installation package.
    • If you have an installation DVD, copy the contents to a directory with write permission, and navigate to the directory.
    • If you have downloaded the installation files, navigate to the directory.
  2. Apply executable rights to all the installation files by running the following command: 

    chmod -R 755 installationDirectoryFolderName 

    installationDirectoryFolderName is the name of the folder that contains all the installation files.

    For example, chmod -R 755 Disk1

  3. Run setup.bin.
  4. Follow step 3 through step 10 as described in To install BMC ProactiveNet CMDB Extensions on Microsoft Windows.
  5. Restart Apache Tomcat as described in To restart Apache Tomcat on Linux/Solaris.

Integrating with BMC Atrium CMDB in an Action Request Server group

When integrating with an Action Request Server Group, you must install the ProactiveNet CMDB Extensions on:

  • The primary administrative server - Installing on the primary administrative server creates the necessary forms, workflow, and data. It also deploys the Impact Model Designer on the primary server.
  • Each server that has the reconciliation function enabled - Installing on each server is necessary to install the BPPM Notify ARDBC plugin and iBRSD plugin. For more information, see Configuring the Notify ARDBC plug-in.

Note

On a Linux computer, to integrate Infrastructure Management 10.0.500 with Remedy ITSM 9.1, before installing the BMC CMDB Extensions, ensure that you have ncurses version 5 library installed. If it is not installed, run the following command to install the package: 

yum install libncurses.so.5

When you finish installing the BMC CMDB Extensions, you must restart Apache Tomcat.

Restarting Apache Tomcat on Microsoft Windows
  1. On a command prompt, type services.msc.
  2. Right-click Apache Tomcat Tomcat6, and click Restart.
Restarting Apache Tomcat on Linux or Solaris
  1. Navigate to tomcat_home/bin.
  2. Run the following command to stop Apache Tomcat:
    ./shutdown.sh
  3. Run the following command to restart Apache Tomcat:
    ./startup.sh 


Publish CIs

If you are using Remedy ITSM 9.1 and TrueSight Presentation Server 10.1 and if you encounter issue when publishing configuration items (CIs), contact BMC Support for the latest hotfix.

Back up Remedy AR System objects

As part of the BMC Service Resolution 3.5 installation, certain Remedy AR System forms, active links, and filters are modified. You must back up all Remedy Action Required System (Remedy AR System) objects before you install BMC Service Resolution 3.5, in case you later need to roll back the installation. You can either set up your system to perform this backup automatically, or you can perform a manual backup.

To manually back up Remedy AR System objects

Log on to Remedy Developer Studio as an administrator, and back up the following modified objects:

  • HPD:CFG-Rules
  • HPD:Help Desk
  • HPD:Help Desk Classic
  • HPD:IncidentProcessControl
  • INT:BPPMDetails
  • INT:OutBoundStaging
  • INT:EventBuffering

Create an outage record

To successfully create an outage record, you need the eiframework.jar file. 

  • If you are using Remedy ITSM 9.0 and later and Oracle as the database and TrueSight Presentation Server 10.1, download this attachment and replace it in the BMC_ProactiveNet_HOME/pw/integrations/eventintegrator folder.
  • If you are using ProactiveNet 9.5 SP2, download this attachment, unzip it, and rename it to eiframework.jar. Replace the file in the BMC_ProactiveNet_HOME/pw/integrations/eventintegrator folder.

Disable the filter

If you are using Remedy ITSM 9.1 or later, for the BMC Service Resolution 3.5.01 features to work, ensure that you disable the "BiiARS_HPD:OutBoundStagingForm_INCIDENTINFO!" Filter in Remedy Developer Studio. 

Ensure sufficient disk space for installation

Ensure that the default %TEMP% directory has sufficient space for the installation. If not, increase the available space or change the temporary location. (The installer does not use the InstallAnywhere framework and is not affected by the IATEMPDIR system variable.)

Where to go from here

Downloading the installation files

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Comments

  1. Cassie Derrick

    I get page cannot be displayed when trying to access the link under Publish CI's.  It looks like that folder PABPS no longer exists.

    Mar 27, 2017 08:32
    1. Melody Locke

      Hi, Cassie.

      The following link should be more helpful. It directly accesses the 10.0.500 patch page on EPD for TrueSight Infrastructure Management.

      https://webepd.bmc.com/ddl/cv/PTCH/337433/341376?fltk_=VTH1iwPCxfU%3D

      If you still have a problem, you can try emailing me directly. I'll also keep an eye on this page for more comments.

      Melody Locke

      cc: Sanjay Prahlad

      Mar 28, 2017 06:09
  2. John Grunder

    The note indicates that the CMDB extensions are not needed for Remedy 8.1 ITSM SP2 Patch 001, but we are running ITSM 9.1 SP3 patch 1 and found that we did need to install them after all.  Is this note still valid for later releases?


    Dec 27, 2017 03:54