Installing BMC Service Resolution 3.0 for BMC Remedy IT Service Management

BMC Service Resolution 3.0 is a solution for the constituent products: BMC Remedy IT Service Management and BMC TrueSight Infrastructure Management/BMC ProactiveNet.

To get the BMC Remedy IT Service Management features, you must install the BMC Service Resolution 3.0 on a computer that has BMC Remedy IT Service Management 8.1 or later installed. You must also ensure that you have installed the Extensions of the respective BMC TrueSight Infrastructure Management/BMC ProactiveNet versions on this computer.

BMC TrueSight Infrastructure Management/BMC ProactiveNet-related features for BMC Service Resolution are available out-of-the-box in BMC TrueSight Infrastructure Management/BMC ProactiveNet version.

Before you begin

• Review Preparing for installation.
• Install BMC Remedy IT Service Management 8.1 or later and ensure that it is integrated with BMC TrueSight Infrastructure Management/BMC ProactiveNet.
• Verify that you have BMC Remedy IT Service Management 8.1 or later and BMC TrueSight Infrastructure Management/BMC ProactiveNet 9.6 or later. (The BMC Service Resolution 3.0 installer will not work if you have earlier versions installed.)

• Take a snapshot of your current working system before running the BMC Service Resolution 3.0 setup.

• Ensure that IBRSD_HOME variable is set to the <BMC_ProactiveNet_installationDirectory>/pw/integrations/ibrsd folder.

• Ensure that the default %TEMP% directory has sufficient space for the installation. If not, increase the available space or change the temp location.
  (The installer does not use the InstallAnywhere framework and is not affected by the IATEMPDIR system variable.)

To install BMC Service Resolution 3.0 for BMC Remedy IT Service Management

1.  Download the installation file.
2. On the ITSM server, unzip the BMC_Service_Resolution_3.0.00.zip file.
3. Navigate to the Disk1 folder.
4. Right-click the Setup application and click Run as Administrator.
5. In the Welcome screen, click Next.
6. (Optional) If you do not want to use the default directory location, in the Directory Selection screen, click Browse to select a directory.
7. Click Next.
8. In the BMC Remedy AR System Server User Inputs, enter the name and password of the AR System server administrator user, TCP port number, and alias name.
9. Click Next.
10. On the Installation Review panel, review the list of features and click Install.

11. After the installation is complete, in the Installation Review Summary screen, click View Log to review any SEVERE errors or warnings in the log. The installation log is available in the %TEMP% folder on your computer.

    Note

    Ignore the following warnings that might occur in the log files.

    - 9054 The specified field does not exist in the form HPD:CFG-Rules : <304384321> warning in the BSR_InstallDirectory\Components\Logs\Logs\adf_import.log file.

    - Duplicate field/VUI ID in the form definition warning in the driver logs in %TEMP% folder.

12. Close the log file.

13. To exit the installer, click Done.

Post-installation tasks

After the successful completion of the installation, you must perform additional tasks:

• Preparing the BMC Remedy ITSM server

On the BMC TrueSight Infrastructure Management/BMC ProactiveNet server, perform the following:

• Enabling BMC Service Resolution configuration
• Configuring BMC Service Resolution
• Performing one-click integration validation test

Preparing the BMC Remedy ITSM server

1. On the BMC Remedy IT Service Management (ITSM) server, clear the mid tier plug-in cache and the browser cache.
2. Create a global assignment record to configure default company assignment.
   1. From the Application Administration Console, click the Custom Configuration tab.
   2. From the Application Settings list, choose Foundation> Configure Assignment> Configure Application Assignment, and then click Open. The Configure Assignment form is displayed.
   For more information, see Creating assignments.
   
3. Configure assignment routing, incident governance, service requests using the Incident Rules form. For information, see Configuring.

Enabling BMC Service Resolution configuration

After you install BMC TrueSight Infrastructure Management/BMC ProactiveNet version 9.6 or later, you must enable BMC Service Resolution 3.0.

To enable BMC Service Resolution configuration

1. Go to the command prompt.
2. Change the directory to <BMC_ProactiveNet_installationDirectory>/integrations/EventIntegrator
3. Run the it30.bat or it30.sh file with the enable command as follows:
   • (Microsoft Windows) it30.bat enable
   • (UNIX)
bash
it30.sh enable
4. Clear your browser cache so that the new integration UI after enabling BMC Service Resolution is displayed.

5. From Windows Services, disable the BMC ProactiveNet IBRSD service.

6. (UNIX) To start and stop the SDIG service, go to the command prompt, change directory to <BMC_ProactiveNet_installationDirectory>/integrations/ibrsd/bin and run the following commands:

   ibrsd.sh start
   ibrsd.sh stop

7. Restart BMC TrueSight Infrastructure Management/BMC ProactiveNet server.

Configuring BMC Service Resolution

After you enable BMC Service Resolution, you must configure BMC Service Resolution for use.

To configure BMC Service Resolution

1. Click Start > Control Panel > System and Security > Administrative Tools > Services.
2. (Windows) Ensure that the BMC Proactivenet IBRSD service is disabled.
3. In the BMC TrueSight Infrastructure Management/BMC ProactiveNet Operations Console, click Options > Administration.

4. Under Integrations with other BMC Products, click Edit.

5. Select the Service Desk Integration check box.

   Note

   Do not select the BMC Remedy Service Desk check box

6. Enter the following values to integrate BMC Service Resolution.

   Input field	Description
   AR Server Hostname	Enter the AR server name
   AR Server Port	Enter the AR server port number
   AR Server User	Enter the AR server user name
   AR Server Password	Enter the password
   MidTier Server Hostname	Enter the mid tier server hostname
   MidTier Server Port	Enter the configured mid tier server port. Default port number is 443
   MidTier Server Protocol	Select HTTPS as the mid tier server protocol

7. Click Apply.

8. (Windows) Ensure that the Service Desk Integration Gateway service is running.

   Note

   On UNIX, ensure that the SDIG service is up and running by using the following command:

   ps -ef | grep -i sdig

   If the SDIG service is not running, you must manually start the service. Perform the following:
   - From the command prompt, change the directory to <BMC_ProactiveNet_installationDirectory>/integrations/ibrsd/bin

   - Run the ibrsd.sh start command.

To verify whether BMC Service Resolution 3.0 is enabled, see Verifying the version of BMC Service Resolution.

Performing single-click integration validation

To complete the postinstallation tasks, validate your integrations.

Configuring BMC Service Resolution in multi server deployment model of BMC TrueSight

For information about the multiserver deployment model, see Central Monitoring Administration best practices from the BMC TrueSight Infrastructure Management online documentation.

When implementing BMC Service Resolution, ensure that you configure BMC Service Resolution on the Central server as well as the child servers. Perform the following:

1. Install BMC Service Resolution on the Central server and child servers. 
2. Configure BMC Service Resolution on the Central server and child servers. See Enabling BMC Service Resolution configuration and Configuring BMC Service Resolution.
3. (Optional) Integrate Central server and child servers with ITSM. See Integrating BMC TrueSight Infrastructure Management with BMC Service Desk: Incident Management or Integrating BMC TrueSight Infrastructure Management with BMC Remedy OnDemand.
4. If you do not want to integrate the Central server with ITSM, but you want to receive incident information from the ITSM server, you must register the Central server with the ITSM server.
   
   On the BMC TrueSight Central server, go to the command prompt and run the pw command in the following format:
   
pw ibrsd register –arhost <AR server host name> -arport <AR server TCP port> -arUser <AR server User> -arpwd <AR user password>

For details about the flow of information in this deployment model, see  Configuring BMC Service Resolution in multi server deployment of BMC TrueSight Infrastructure Management.

Related topics

Integrating BMC TrueSight Infrastructure Management with BMC Service Desk: Incident Management

Integrating BMC TrueSight Infrastructure Management with BMC Remedy OnDemand