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Smart IT and MyIT installation worksheets

Use the following worksheets to compile the information you will need to provide when you install the product. To complete the worksheets on your computer, you can

This topic includes the following sections:

Smart IT MyIT User Experience patch installation

Installation parameter

Example

Your Value

Destination Directory — The location at which you want to install the Smart IT MyIT social patch files.

C:\Program Files\BMC Software\Smart_IT_MyIT_Patch

Location:

BMC Smart IT/AR System Server Information

  

AR Admin User/Password — Credentials of the BMC Remedy AR System administrator

Host Name or IP Address — Service name of the AR System server, as it appears in the AR System server. If you enter the IP address of the domain name, you must manually restart the AR System server, because the installation will be unable to automatically restart it.

Port — Port number of the AR System server.

AR Admin: Demo

AR Admin Password: password

Host Name or IP Address: ar-server1.calbro.com

Port: 46262
Note: The port value is given only as an example. If you do not have any specific port defined for your AR System, the port value is 0.  

 

Configuring BMC Remedy ITSM to work with BMC MyIT

Do not restart BMC Remedy ITSM Server — If you select this option, the installer will not restart the BMC Remedy ITSM Server as part of the installation process. Instead, you must restart the server after installation is completed. Note that the product will be fully functional only after you restart the server.Example not applicable 

Import only MyIT definition files — Do not select this option when installing Smart IT. This option imports data for the BMC MyIT application only. Smart IT data is not imported.

Example not applicable 

Remove Leading Zeros from IDs of new tickets — 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. This option reduces the incident ID to INCxxxx and applies to all new incident records created either from Smart IT or BMC Remedy ITSM.

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. To search for both ID types, you can use the % wildcard in place of the leading zeros; for example, INC%31425 or %31425. However, applying this option leads to shorter, simpler IDs.

However, 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 9.1, enter the following values:

  • Setting name – Request prefix
  • Setting value INC

Note: Removing zeros is not reversible.

Example not applicable 

BMC Remedy with Smart IT and BMC MyIT installation

Installation parameter

Example

Your Value

Installation options

Destination directory — The location at which you want to install the Smart IT and BMC MyIT server files.

C:\Program Files\BMC Software\Smart_IT_MyIT

Location:

64-bit JRE path — Path to the Java Runtime Environment (JRE) directory (a 64-bit jre1.8 or above) installed on the BMC Remedy with Smart IT and BMC MyIT server.

Note: You must have JRE installed before you proceed with installing Smart IT and BMC MyIT.

C:\Program Files\Java\jre1.8

/opt/java/jre1.8

 

BMC Smart IT Server and Cluster Selection

Note: If you are installing in a cluster, you must select In a New Cluster for the initial installation, and then select In an Existing Cluster for installation on secondary servers.

Select one of the following options:

  • In a New Cluster — Select this option the first time you run the Smart IT installation. The installer installs the Smart IT schema and data in the SmartITdatabase, and installs the files and services on the local machine.

  • In an Existing Cluster — Select this option when you have an existing Smart IT installation and want to add secondary servers. The installer installs the files and services only on the local machine.

Cluster: In a NewCluster

Cluster:

BMC Smart IT / MyIT RDBMS Selection

Smart IT and BMC MyIT store information in a relational database. This data is separate from the BMC Remedy ITSM data that is stored in the AR System server database. Select one of the following options for the relational database management system you will use for Smart IT and MyIT:

  • Oracle

  • Microsoft SQL Server

The following database configuration details are required for options:

  • Host — Domain name (short form)

  • Port — Port number for the database

  • SID/Service name (Oracle) or DB Name (MS SQL)

Select one of the following options for the database that you will use for Smart IT and BMC MyIT:

  • Create New DB — Select this option to have the installer create new schemas and data.

  • Use Pre-created DB — Select this option if you created the schemas previously.

The following options apply only if you create a new database:

  • User name and password for the DBA (for Oracle) or DDL (MS SQL) —User name and password of the database administrator

The following options apply for both a new and pre-created database:

  • Business schema name and password — Name and password for the business schema to be created for Smart IT and BMC MyIT. Enter a name that does not already exist in the system. The installer will create the schema.

  • System schema name and password — Name and password for the system schema to be created for Smart IT and BMC MyIT. Enter a name that does not already exist in the system. The installer will create the schema.

Note: Smart IT requires two schemas for business data and for system data.

Example for Oracle:

RDMBS:   Oracle

Host:orcl-server

Port: 1521

SID:  orcl or Service name: orcl.calbro.com

User: system

Password: admin

Business schema name: server-001\SmartIT_Business

Business schema password: SmartIT

System schema name: server-001\SmartIT_System

System schema password: SmartIT

Example for MS SQL:

RDMBS: MS SQL 

Host:sql-server or <servername>\<instancename>

Port: 1433

DB Name: SmartIT 

User:sa

Password: admin

Business schema name: SmartIT_Business

Business schema password: SmartIT

System schema name: SmartIT_System

System schema password: SmartIT

RDMBS:

Host:  

Port:

DB Name: 

User:

Password:

Business schema name:

Business schema password

System schema name:

System schema password: 

AR System Server Information

Enter the following information:

  • Application Service Password — Password of the AR System server application service.

  • Host Name or IP Address — Fully qualified domain name of the AR System server on which BMC Remedy ITSM is installed.
    If you are integrating with BMC HR Case Management without BMC Remedy ITSM, specify the Fully qualified domain name of the AR System server on which BMC HR Case Management is installed. 
    If you are integrating with both BMC Remedy ITSM and BMC HR Case Management, and they are on separate servers, then you must first specify the AR System server on which BMC Remedy ITSM is installed and are later prompted to specify the AR System server on which BMC HR Case Management is installed.

  • Port — Port number of the AR System server.

Application Service Password: password

Host Name or IP Address: ar-server1.calbro.com

Port: 46262
Note: The port value is given only as an example. If you do not have any specific port defined for your AR System, the port value is 0.  

Import the BMC Remedy ITSM definition file that is related to Smart IT to initialize BMC Remedy ITSM with Smart IT forms: Enabled

Application system password:

Host Name or IP Address:

Port:

Import the BMC Remedy ITSM definition file that is related to Smart IT to initialize BMC Remedy ITSM with Smart IT forms:

Select this flag to install BMC MyIT without integration with BMC Remedy ITSM or in case only BMC HRCM integration is needed — Select this option to install only BMC MyIT. Smart IT will not be installed.  
HRCM AR System Server Information

Enable BMC MyIT HRCM integration — Select this option to enable integration with BMC HR Case Management.

  

If you enable integration with BMC HR Case Management, you are prompted to enter the following information:

  • Application Service Password — Password of the AR System server application service.

  • Host Name or IP Address — Fully qualified domain name of the AR System server on which BMC HR Case Management is installed. If you are using a single server for both BMC HR Case Management and BMC Remedy ITSM, the installer completes this field with the server that you entered on the AR System server information screen.

  • Port — Port number of the AR System server.

Application Service Password: password

Host Name or IP Address: ar-server2.calbro.com

Port: 46262
Note: The port value is given only as an example. If you do not have any specific port defined for your AR System, the port value is 0.  

Application system password:

Host Name or IP Address:

Port:

Tomcat and Mongo Information

Best practice

To protect data, use HTTPS to communicate to the Smart IT server. You can do so either through a load balancer or reverseproxy,or by enabling HTTPS on the Smart IT Tomcat server.

Install Tomcat — Select the appropriate option to either use an existing version of the Tomcat server or install Tomcat with Smart IT:

    • Yes, install Tomcat

    • No, use existing Tomcat

You can use an existing Tomcat installation only if it was installed by a BMC product installer or if it was installed with the Tomcat service installer. If you cannot use your existing Tomcat installation, you must uninstall it, and then either install Tomcat with the Tomcat service installer or install it as part of your Smart IT installation.

Specify Tomcat installation folder — The directory in which you want to install the Tomcat server. If you do not use the default (C:\Program Files\Apache Software Foundation\Tomcat8.0), ensure that the directory name contains only ASCII characters.

Enter ports through which Smart IT will be accessed:

BMC Smart IT application server — Port number of the Smart IT and BMC MyIT application servers that clients will access. If you change the port from the default value of 9000, after installation you must also modify the port as described in Modifying Smart IT or Smart IT Social server ports.

Enable SSL connection — If you are installing the bundled Tomcat server, you can enable secure connections through SSL. Before you can use SSL, however, you must create a keystore file. If you do not enable the SSL connection as part of installation, you can enable SSL later, as described in Configuring SSL for the Tomcat server.

If you enable SSL, specify the required information:

  • Specify path for keystore file
  • Specify password for keystore file
  • Specify SSL connection port

Tomcat: Install

Specify Tomcat installation folder: C:\Program Files\Apache Software Foundation\Tomcat8.0

Smart IT Port: 9000

Enable SSL connection: (selected)

Specify path for keystore file: .keystore

Specify password for keystore file: Bmcmyit1

Specify SSL connection port: 8443

Tomcat:

Specify Tomcat installation folder:

Smart IT Port: 

Enable SSL connection: 

Specify path for keystore file: 

Specify password for keystore file

Specify SSL connection port:

Install MongoDB — Select an option to either install the bundled MongoDB server or use an existing external MongoDB server.

    • Install bundled MongoDB — Install the MongoDB server bundled with the Smart IT/MyIT installer. Specify the following parameters:

      • Port
      • Database name
      • Data folder
    • Use external MongoDB — Use an external MongoDB server. Specify the following parameters:

      • Host
      • Port
      • Database name

If you select MongoDB authentication required, you can enter the user and password for authentication.

Port: 27017

Database Name: social

Data Folder: C:\Program Files (x86)\BMC Software\MyIT\mongodata

User: mongoUser

Password: password

Port:

Database Name:

Data Folder:

User:

Password:

Smart IT Chat Feature Information

Select an option to either install the Openfire server or not install it. The Openfire server provides chat capability for Smart IT. Select one of the following options:

Do not include the Smart IT Chat feature

Install Openfire server — Install the Openfire server on the local machine. Specify the following parameters:

    • Host — Short name of the Openfire server

    • Client port — Port number of the Openfire server

    • User/Password — User credentials to log in to the Openfire server

    • HTTP Bind URL — Port that chat clients will connect to from the Smart IT Universal Client

    • DB schema name/password — Credentials of the Openfire database schema

    • Data directory  — Path name of the directory where the Openfire files should be saved

Note

For windows authentication, schema name should be provided in <domain name>\<username> format.

Use external installation of Openfire — Use an existing Openfire installation. Specify the following parameters:

    • Host  — Short name of the Openfire server
    • Client port — Port number of the Openfire server

    • Login/Password — User credentials to log in to the Openfire server

    • HTTP Bind URL — Port that chat clients will connect to from the Smart IT Universal Client

Install Openfire locally

Host: smartITHostName

Client port: 5222

User: admin

Password: password

HTTP Bind URL: http://smartITHostName:7070/http-bind

DB schema name:openfire

DB schema password: password

Data directory: C:\Program Files\BMC Software\SmartIT1\Smart_IT_MyIT\openfire

Host:

Client port:

User:

Password:

HTTP Bind URL:

DB schema name:

DB schema password:

Data directory:

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