This documentation supports the 20.02 version of BMC Digital Workplace Advanced.

To view an earlier version, select the version from the Product Version menu.

Setting up a Remedy Mid Tier for system administration of the BMC Digital Workplace Catalog server

BMC Digital Workplace Catalog system administrators and tenant administrators must use the Remedy Mid Tier to perform administrative tasks on the BMC Digital Workplace Catalog server. Perform the following tasks to enable access to the BMC Digital Workplace Catalog server through a Remedy Mid Tier.

Related topics

Creating user accounts by using Remedy Mid Tier

Administering

BMC Communities document: Installing Licenses via User Tool or Mid Tier

Before you begin

You must have access to configure a Remedy Mid Tier to enable access to the BMC Digital Workplace Catalog server. You can download the installation file to install the mid tier on a computer that is on the same network as your BMC Digital Workplace Catalog server.

To deploy the mid tier in the Tomcat/webapps folder

  1. Stop the Tomcat server.
  2. Download the Midtiern.n.nn.war file. (You can use any version that is 9.1.04 or later.)
  3. Rename the .war file to midtier.war.

  4. Copy the .war file to the Tomcat\webapps folder.

  5. Delete contents of the Tomcat\work folder.

  6. Access Midtier with the URL: port/midtier/shared/config/config.jsp.
  7. Start the Tomcat server. 

To configure Remedy Mid Tier to add the BMC Digital Workplace Catalog server

Tip

The examples use the following placeholders to represent the different servers. Replace the placeholders with the specific values for your servers.

SystemExample value
Computer or server where Remedy Mid Tier is installed<server_with_midtier>

BMC Digital Workplace Catalog server

<digitalworkplace-catalog.example.com>

  1. Edit the placeholder in the following URL to match your server environment, and open the URL in a web browser to go to the Remedy Mid Tier Configuration Tool page.

    Example URL
    http://<server_with_midtier>:8080/arsys/shared/config/config.jsp
  2. If you are using an existing, shared Remedy Mid Tier version 20.02 or later, log in with an existing ITSM Admin user.
    If you are using a standalone Remedy Mid Tier version 9.1.04, log in with the Application Service password. (The default password is arsystem.) For more information about this password, see  Setting server passwords, RPC options, and plug-in timeouts .

    Warning

    Do not use the standalone Remedy Mid Tier version 20.02 for BMC Digital Workplace Catalog.

  3. From the left navigation menu, select AR Server Settings.
  4. Click Add Server.
  5. Add the BMC Digital Workplace Catalog server information:

    ParameterExampleDescription
    Server Namedigitalworkplace-catalog.example.com

    Specify the name of the BMC Digital Workplace Catalog server to configure. The Use Short Name option enables you to refer to the server using the portion of the server name in the first text field.

    Admin Password!9FviS^#

    Specify the BMC Digital Workplace Catalog Mid Tier password.

    Tip

    If you are upgrading from version 19.08 or earlier, you must update this default password after completing the upgrade.

    Port#9988

    Specify the BMC Digital Workplace Catalog server port number.

    Example

    The result after the platform server is added

After you add the BMC Digital Workplace Catalog server to the Remedy Mid Tier configuration, you can open direct URLs to configuration forms on the BMC Digital Workplace Catalog server.

To switch the Mid Tier between BMC Digital Workplace Catalog servers

After you have configured the server, you can switch between BMC Digital Workplace Catalog servers by changing the values in the Remedy Mid Tier Configuration Tool.

  1. Open the Remedy Mid Tier Configuration Tool

    Example
    http://<server_with_midtier>:8080/arsys/shared/config/config.jsp
  2. If you are using an existing, shared Remedy Mid Tier version 20.02 or later, log in with an existing ITSM Admin user.
    If you are using a standalone Remedy Mid Tier version 9.1.04, log in with the Application Service password. (The default password is arsystem.) For more information about this password, see  Setting server passwords, RPC options, and plug-in timeouts .

    Warning

    Do not use the standalone Remedy Mid Tier version 20.02 for BMC Digital Workplace Catalog.

  3. From the left navigation menu, select General Settings.

  4. Enter or select the preferred Server Name for all four servers as highlighted in the following illustration.

    After configuration, to modify the records using the mid tier, log in with an administrative account that exists on the configured Authentication Server.

    Example of switching to the BMC Digital Workplace Catalog platform

    Note: Update the server names to the BMC Digital Workplace Catalog server.

    Example of switching to the Remedy IT Service Management server

    Note: Update the server names to the Remedy ITSM server.

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Comments

  1. Jefferson Young

    The correct password for the midtier is located here https://communities.bmc.com/docs/DOC-126346

    Apr 13, 2020 04:49
    1. Lisa Greene

      Thanks, Jefferson. I updated the password in the "To configure Remedy Mid Tier to add the BMC Digital Workplace Catalog server" procedure.

      May 07, 2020 03:42
  2. Thad Esser

    In earlier versions of DWP, it was required that the mid-tier version be 9.1.04 or earlier; later versions of mid-tier did not work. Has that changed for DWP 20.02? If not, then the part that says "Download the Midtiern.n.nn.war file.", should give the actual required midtier version.

    May 05, 2020 12:09
    1. Lisa Greene

      Thanks, Thad. In version 20.02, you can now use a .war file that is versioned 9.1.04 or later. I updated the "To deploy the mid tier in the Tomcat/webapps folder" procedure with this statement:

      (You can use any version that is 9.1.04 or later.)

      May 07, 2020 03:44
  3. Thad Esser

    Also, in the first paragraph it reads "...system administrators and tenant administrators can use the Remedy Mid Tier to perform administrative...". That should be updated to say they "must" use the midtier to perform some administrative functions. Saying "can use" makes it sound optional when it is not.

    May 05, 2020 12:12
    1. Lisa Greene

      Thanks, Thad. I updated the topic as you suggested.

      May 07, 2020 03:45
  4. Andrius Seirys

    "To switch the Mid Tier between BMC Digital Workplace Catalog servers ..... 2. Log in with the Application Service password." This does not look correct, latest Mid Tier versions (from 18.08 I think) requires username and password to login to Mid Tier configuration, only password is not enough.

    May 20, 2020 07:36
    1. Lisa Greene

      Thank you for pointing this out. We had changed it in the procedure above, and we missed the "To switch the Mid Tier between BMC Digital Workplace Catalog servers" procedure.

      Step 2 now says:

      2. If you are using an existing, shared Remedy Mid Tier version 20.02 or later, log in with an existing ITSM Admin user.

      If you are using a standalone Remedy Mid Tier version 9.1.04, log in with the Application Service password. (The default password is arsystem.) For more information about this password, see  Setting server passwords, RPC options, and plug-in timeouts.

      Warning: Do not use the standalone Remedy Mid Tier version 20.02 for BMC Digital Workplace Catalog.

      May 20, 2020 09:58
      1. Andrius Seirys

        Existing ITSM Admin login works fine when the Preference, Data Visualization Module, Homepage and Authentication Servers are set to ITSM AR server. After switching those settings to Catalog server the existing ITSM Admin does not work anymore and you can not login. Catalog's default Demo user also doesn't work. What user needs to be created/modified in Catalog AR server to make it a MidTier admin? I use Catalog 20.02 and MidTier 19.08.

        May 27, 2020 04:10
        1. Lisa Greene

          Thanks, Andrius. I will find out more information and update the page as soon as possible.

          May 27, 2020 09:45
        1. Lisa Greene

          Hello Andrius Seirys,

          I checked with our SMEs, and the steps should work properly. Can you please contact Support so that they can review your setup?

          Thanks!

          Lisa



          May 28, 2020 10:18
        1. Yazeed Qudah

          Dear Andrius Seirys, I face the same problem, how did you solve it?

          Aug 19, 2020 05:05
  5. Adam Neuman

    Please update documentation for 20.02 with regards to default Mid-Tier password. This version does not allow setting the Mid-Tier Administration password via the options file and a password set by BMC in the golden DB must be set. The passwords are noted in https://communities.bmc.com/docs/DOC-128505

    Aug 04, 2020 02:34
    1. Ravee Panjwani

      Thanks for your comment. The mid-tier password set in the golden database is !9FviS^# and has been mentioned on this topic as well.

      Please let us know if you would like to suggest any additional changes.


      Sep 25, 2020 02:38
  6. Yazeed Qudah

    When I try to login to Config tool (http://:8080/arsys/shared/config/config.jsp) with hannah_admin@kk.com to switch the Mid Tier back to ITSM server, and I got the following (Configuration Tool authorization failed).

    But When I try to login to MidTier (http://:8080/arsys) with hannah_admin@kk.com , I login successfully.

    I try all these steps with the Demo user also, and I got the same results.

    So, I think hannah_admin don't have permission to login to Config tool?!!

    Aug 30, 2020 08:56
    1. Ravee Panjwani

      Thanks for your comment, Yazeed Qudah.

      Please confirm that you used !9FviS^# as the password for accessing the Mid Tier. Please also review this topic in the Remedy Action Request System documentation → Accessing the Mid Tier Configuration Tool.

      Thanks,
      Ravee

      Sep 25, 2020 02:43
      1. Yazeed Qudah

        Thanks for your replay, Ravee Panjwani

        I can log in to AR from Mid Tier but I don't have permission to view most forms, for example (AR System Administration Console).

        Workaround : I try to log into the AR catalog server using UserTool, and everything works fine.

        Also, I got this answer from the community "User Tool always work If you want to use midtier for DWP Catalog it has to be some older version (I think 9.1)."

        Please review this discussion about the same problem → https://communities.bmc.com/message/883376#883376

        Sep 28, 2020 02:49