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Verifying BMC Remedy AR System and BMC Remedy ITSM Suite installation

You can verify that the BMC Remedy AR System and BMC Remedy ITSM Suite installation was successful by using the following procedures.

To review the installation logs

  1. If you just completed installing the BMC Remedy AR System and BMC Remedy ITSM Suite and the installer prompts you to view the installation log, click View Log and skip to step 3.
  2. If you already logged off of the host on which you installed the product, perform the following steps:
    1. Log on to the computer on which you installed BMC Remedy AR System and BMC Remedy ITSM Suite.
    2. Open the installation and configuration log files listed in the Installation and configuration log files table.
  3. In the log, verify whether any error messages were reported.
    If no error messages were reported, the installation was successful and you can skip the rest of the steps in this procedure and the rest of the sections in this topic.
  4. For all error, (including SEVERE) messages, perform the following procedures:
  5. If a SEVERE error message was reported, additionally perform the steps documented in the Resolving product installation issues on target hosts topic.

To verify AR System server license

If you see SEVERE errors in the Arsystem_configuration_log.txt log file, check the AR System server license that you provided during BMC Remedy AR System and BMC Remedy ITSM Suite installation. You must provide a valid and permanent AR System server license.

To verify running services

  1. To ensure that the product successfully starts after installation, verify that the following services (Windows) or processes (Linux) are running on the target host.

    Tip

    To verify that services are running on Windows, go to Control Panel > Administrative Tools > Services. To verify that processes are running on Linux, type ps -ef | grep -i arsystem.

    PlatformService or process running
    Windows

    The services that must be running on a Windows computer are:

    • Apache Tomcat Tomcat6
    • AR System Portmapper
    • BMC Remedy Action Request System Server<hostname>
    • BMC Remedy Email Engine<hostname>
    • BMC Remedy Flashboards Server<hostname>
    Linux

    The processes that must be running on a Linux computer are:

    • tomcat for Mid-tier
    • armonitor
    • arserverd
    • arforkd
    • arsignald
    • arplugin
    • arsvcdsp
    • Arservdsd
    • arcmdbd
    • arrecond
    • apsvcae
    • AREmail
    • pluginsvr/fts
    • slmbrsvc
    • slmcollsvc
  2. If one of the services or processes is not running, start it.

    Tip

    To start or stop a service on Linux, type /opt/bmc/ARSystem/bin/arsystem start (or stop).

To perform post-installation checks

  1. For Windows computers, update the Terminal Services configuration options
  2. From the C:\Program Files\BMC Software\ARSystem\arsystem directory on the target host, launch the BMC Remedy AR System Maintenance Tool and click the Health Check tab.
  3. On the Introduction page, click Next.
  4. Specify the BMC Remedy AR System and BMC Remedy IT Service Management Suite administrator name, password, TCP port number, and name alias.
  5. Click Next.
    The installation verification process begins and a progress window is displayed. After the verification is complete, the Health Check Summary page appears.

    This page lists the check passed or check failed messages, based on the verification. If the health check returns any failed messages, contact BMC Customer Support.
  6. Close the BMC Remedy AR System Maintenance Tool. 
  7. Using the mid tier hyperlink, http://<BMC Remedy AR System server and IT Service Management Suite host name>:<port number>/arsys, verify that you are able to log on as a Demo user and then as an appadmin user. The default port number is 8080.

    Note

    If you want to connect to the BMC Remedy AR System and BMC Remedy IT Service Management Suite host immediately after its installation using mid tier, ensure that the mid tier service is running on the BMC Remedy AR System and BMC Remedy IT Service Management Suite host. This will enable you to connect to the BMC Remedy AR System and BMC Remedy IT Service Management Suite host using the local mid tier.

To verify that the orchestration user is created

After you install BMC Remedy AR System and BMC Remedy ITSM Suite, the AR System server post-installation configuration steps are triggered, which create the orchestration user. The orchestration user is required for enabling the BMC Remedy AR System adapter during the BMC Atrium Orchestrator installation.

To verify this user, perform the following steps:

  1. Using BMC Remedy Mid Tier, log on to BMC Remedy AR System and BMC Remedy ITSM Suite.
    For information about accessing the mid tier, see step 5 of the To perform post-installation checks procedure.
  2. Specify the user name as orchestrationuser and password as aouser.
    If you are unable to log on with the orchestration user credentials, contact BMC Customer Support.

To verify Distributed Server Option mappings

Use the following steps to verify that the Distributed Server Option (DSO) mappings are configured successfully:

  1. If you have not already closed the installer, verify that the DSO Mapping installation summary page displays the following message:
    installation completed successfully
  2. Verify that no SEVERE or WARNING error messages exist in the atriumcore_configuration_log.txt log file.
  3. Using the Mid Tier, log on to the BMC AR System Server & IT Service Mgt. Suite - primary host and go to the Home page.
  4. Go to AR System Administration Console > System > General > Server Information > Connection Settings > DSO Server.
  5. Verify that the BMC AR System Server – Cloud Database DSO information is populated in the server name details.

Installation and configuration log files

The following table lists all the installation and configuration log files for BMC Remedy AR System and BMC Remedy ITSM Suite:

Log file name

Notes

bmcremedyitsmsuitepreconfiguredstack_install_log.txt (Installation log)

Log file located at C:\Windows\Temp on Windows and /tmp on Linux

Arsystem_configuration_log.txt (Orchestration user creation log)

Log file located at C:\Windows\Temp on Windows and /tmp on Linux

atriumcore_configuration_log.txt (DSO Mapping log)

Log file located at C:\Windows\Temp on Windows and /tmp on Linux

arerror.log

Log file located at C:\Program Files\BMC Software\ARSystem\Arserver\Db

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