Installing components for hybrid deployment

Hybrid deployment refers to using BMC Digital Workplace  in the cloud together with your BMC Remedy IT Service Management (ITSM) server on premises. Optionally, you can install BMC Remedy with Smart IT (Smart IT) on premises. BMC uses the Kaazing Gateway client and server to enable bidirectional communication between the BMC cloud and your on-premises server.

Before you begin

You must have BMC Remedy ITSM installed on premises. The system requirements indicates which version of BMC Remedy ITSM is compatible with the current version of BMC Digital Workplace . Instructions for installing BMC Remedy ITSM are available in the Remedy Deployment 9.1 documentation.

The BMC Digital Workplace OnDemand operations team must provide you with the server and port to which you will connect your Kaazing Client Gateway.

Make sure that you have a Windows or Linux server with the follow requirements to act as your Kaazing Gateway client:

To install and configure the Kaazing Gateway Client

1. Download the gateway from https://kaazing.com/download/#ee-kwg .
2. Unzip the gateway archive.
3. Open Path\Gateway\conf\gateway-config.xml in a text editor, and change the values for gateway.hostname and gateway.port to the end point indicated by the BMC Digital Workplace Cloud operations team.
4. Start Kaazing Gateway Client by running Path\bin\gateway.start.
5. Check the log files in Path\Gateway\log for error messages.

After you install and configure the Kaazing Gateway Client, let the BMC Digital Workplace Cloud operations team know that the gateway is configured. The BMC Digital Workplace Cloud operations team configures cloud components and verifies the connection.

To verify hybrid deployment configuration

After the BMC Digital Workplace OnDemand operations team completes their configuration, you can perform the following steps to verify the hybrid configuration:

1. (Optional) If you use  BMC Digital Workplace  Catalog, perform the following steps:
   1. Login to the  BMC Digital Workplace  Catalog.
   2. Import a service request from your BMC Remedy ITSM server.
2. Log in to BMC Digital Workplace  Admin.
3. Add a service request into the Catalog, as described in Setting up sections in the Catalog.
   If you use BMC Digital Workplace  Catalog, select the item that you imported to  BMC Digital Workplace  Catalog. Otherwise, select a service request from your BMC Remedy ITSM server.
4. Log in to BMC Digital Workplace .
5. Request an item from the Catalog.

If any of the steps in this procedure are not successful, work with the BMC Digital Workplace OnDemand operations team to troubleshoot the issue. You might need to adjust the configuration of the Kaazing Gateway Client, or the operations team might need to adjust their configuration.

Troubleshooting

Check the log files in Path\Gateway\log for error messages.

Where to go from here

If you have not yet planned your configuration, complete the Planning worksheets.

If you have planned your configuration, complete your configuration, as described in Configuring after installation of BMC Digital Workplace and Smart IT.