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Installation worksheets for Digital Workplace

Before you start to perform the installation, use the attached installation spreadsheet to gather the installation parameter values that are required by the installers.

Additional explanation for User Experience patch installer prompts

During installation, you install the User Experience patch on BMC Remedy IT Service Management (ITSM) to enable the application for BMC Digital Workplace.  The attached installation spreadsheet provides example values and a brief explanation of the User Experience patch installer prompts. The following sections provide additional information for the following prompts:

Remove Leading Zeros from IDs of new tickets


Removing zeros is not reversible.

This option reduces the incident ID to INCxxxx and applies to all new incident requests created either from Smart IT or BMC Remedy ITSM. Select this option if you want to eliminate the preceding zeros from an incident ID when creating and viewing tickets (such as incident requests and work orders) in Smart IT.

If you have existing incidents, applying this patch means that you will have a mix of ID types until all incidents with longer IDs (with leading zeros) are closed. However, applying this option leads to shorter, simpler IDs. If you remove leading zeroes, to search for both ID types, you can use the % wildcard in place of the leading zeros; for example, INC%31425 or %31425.

Truncating leading zeroes prevents worklogs from getting updated in BMC Remedy IT Service Management (BMC Remedy ITSM) when you update worklog entries via Rule Based Engine (RBE) for incidents. To troubleshoot this issue, in the RBE:Configuration form in BMC Remedy ITSM, enter the following values:

  • Setting name – Request prefix
  • Setting value– INC

Additional explanation for BMC Digital Workplace installer prompts

The attached installation spreadsheet provides example values and a brief explanation of the Digital Workplace installer prompts. The following sections provide additional information for the following installer prompts:

BMC Digital Workplace License Selection

Select one of the following options based on the license that your organization is entitled to:

  • Digital Workplace Basic - Sets up a self-service catalog for your company and enables you to take requests.
  • Digital Workplace Advanced - Sets up advanced features in addition to the ones available with the BMC Digital Workplace license. The advanced features enable you to customize your self-service catalog, manage locations, and broker services from multiple resources. To broker services from other resources, you need to install the BMC Digital Workplace Catalog.

BMC Digital Workplace RDBMS Selection

BMC Digital Workplace stores information in a relational database. This data is separate from the BMC Remedy ITSM data that is stored in the AR System server database.

The installer prompts for the following information:

Type of information promptedExplanation
Type of relational databaseSelect whether you use Oracle or Microsoft SQL server.  The attached installation spreadsheet provides separate tabs for Oracle and Microsoft SQL Server, because the installer prompts are different, depending on which relational database management system you are using.
New or pre-created database

A DBA can pre-create the database schemas, as described in Precreating the database. If you use pre-created database schemas, the data is loaded into these existing schemas.

If you select the New option, the installer creates the database schemas and loads the data into the schemas that it creates.

Database configuration details

Specify details about how to connect to the database. If you are creating new database schemas, you must specify the name and password for a database administrator (or a user with permissions to create users and schemas, and to insert data).

The following additional options are available for Microsoft SQL Server databases:

  • Use SSLSelect this check box if the Forced Encryption option is set to true for Microsoft SQL Server database. 
  • Use AlwaysOn Availability Group feature—Select this check box if you have the AlwaysOn feature enabled on your MS SQL server.
Database schema details

Note: Digital Workplace requires two schemas: one for business data and the other for system data.  

For a precreated database, enter the credentials for the schemas. For the New database option, enter schema names that do not already exist in the database; the installer will create the schemas. BMC recommends using the names populated in the installer screen. If the installer creates the schemas, the installer creates both the user name and the schema with the same name as the user name.

 If you use Windows authentication for MS SQL database, you do not need to provide credentials for multiple schemas; you must provide credentials of a pre-existing user. This same user name must be used for business schema, and system schema. This user must be logged on to the server (via RDP to this server) on which you want to install Digital Workplace.

Select this flag to install BMC Digital Workplace without integration with BMC Remedy ITSM

This checkbox in the AR System Server Information section of the installer determines whether the installer integrates BMC Digital Workplace with BMC Remedy ITSM.


Only select this check box in either of the following scenarios:

  • You want to integrate with BMC HR Case Management without BMC Remedy ITSM
  • You want to install BMC Digital Workplace without integrating with BMC Remedy ITSM

Selecting the checkbox disables the fields with AR System server information.

Tomcat information

BMC Digital Workplace require Apache Tomcat 8.0.1 or above. In case you do not have Tomcat already installed, the BMC Digital Workplace installer includes Tomcat. You will be prompted to install Tomcat during the installation process.

Best practice

To protect data, use HTTPS to communicate with the BMC Digital Workplace server. You can do so either through a load balancer or reverse proxy, or by enabling HTTPS on the BMC Digital Workplace server. See Configuring SSL for the Tomcat server for relevant information.


When specifying the application server port, if you change the port from the default value of 9000, you must also modify the port as described in Modifying ports for BMC Digital Workplace following the installation.

Where to go from here

Downloading the BMC Digital Workplace installation files

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