Performing the installation

The BMC Virtual Agent installer automates the installation process and provides a faster and easier installation experience.

Before you begin

• Review the compatibility matrix, and ensure that BMC Virtual Agent is compatible with your system.
• Review the requirements for BMC Remedy AR System, BMC Atrium CMDB, and any supporting BMC Remedy ITSM applications.
• Review Known and corrected issues for installation and upgrade issues and workarounds.
• Review BMC Virtual Agent deployment.
• Download the installer files.
• Back up the BMC Remedy AR System database. This important step enables you to restore BMC Remedy AR System to its preinstallation state if you encounter problems.
• Ensure that no application is using ports 6225 and 6226, which BMC Virtual Agent requires for successful operation. Open both directions between the BMC AR System and Mid Tier servers.
• If you are installing in an AR System server group, complete the installation and configuration for the primary and secondary servers. For more information, see Installing and Verifying server group configuration in the BMC Remedy ITSM deployment online documentation.
• If you need support double-byte languages in chats, you must install BMC Remedy AR System with Unicode support. See Unicode support and Unicode compatibility considerations in the BMC Remedy ITSM deployment online documentation. 

To install BMC Virtual Agent on the AR System server

1. Extract the compressed installation file on the computer running the AR System server.
2. Navigate to the Disk 1 folder.
   Example:C:\downloadDirectory\BMCVirtualAgent9_0_00\Disk1.
3. Run the installer. 
   In Microsoft Windows, run setup.exe.
   On Linux and UNIX servers, run setup.sh.  
4. In the lower-right corner of the Welcome page, click Next.
5. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
6. In the BMC Remedy AR System Server User Inputs page, perform the following actions:
   1. Type the logon name for the AR System Server Administrator.
   2. Type the password for the AR System Server Administrator.
   3. Set the appropriate TCP port.
   4. Verify the AR System server name.
   5. In the Directory Selection field, click Browse to navigate to the directory in which to install BMC Virtual Agent, or use the default location. 
      The default location is C:\Program Files\BMC Software\BMCVirtualAgent.
   6. Click Next.

7. In the Server Selection page, select one of the following options, and click Next.
   
   

   For this scenario	Select these options
   BMC Remedy AR System Server and Mid-Tier are installed on different machines (non-server group).
   In an AR System server group, the primary BMC Remedy AR System Server.  Note: You must repeat the installation on the secondary AR System Servers.
   In an AR System server group, the secondary BMC Remedy AR System Server.
   BMC Remedy AR System Server and Mid Tier are installed on the same machine.  Note: This is for a proof-of-concept installation. This configuration is not recommended for production use.

8. Select additional localized views and data to install, and click Next. 
   This installs the selected localized views only for the Self Service Portal and Support Agent Console.

   Note

    To change the localized views after installation or upgrade, you must run the installer again.

9. In the Configure Virtual Agent Dedicated Proxy User page, specify or create an account for Virtual Agent.

   • If using an existing account, it should not be an employee's account but one dedicated for Virtual Agent. It should have a fixed license and the the Administrator and Incident Master permissions. 

   • If creating an account, specify the user name and password. 

10. (For version 9.0.00) If applicable, select Configure Load Balance Environment, complete the following steps, and click Next, 
    
    1. Specify the name and port of the load balancer server. 
    2. Select the protocol used for the load balancer server. 
    3. In a comma-separated list, enter the names of the Mid Tier servers.
    4. Enter the port number for the Mid Tier servers.
    5. Select the protocol used for the Mid Tier servers. 
11. (For version 9.0.01) Specify the following details for the server to which users connect. This server can be either the load balancer server or a single Mid Tier server.
    1. Specify the name and port of this server.
    2. Select the protocol user for this server.
12. (For version 9.0.01) If applicable, select Configure Load Balance Environment, complete the following steps, and click Next,
    
    1. In a comma-separated list, enter the names of the Mid Tier servers.
    2. Enter the port number for the Mid Tier servers.
    3. Select the protocol used for the Mid Tier servers

13. On the integrations page, select the BMC product to integrate. 
    If you enable the BMC Knowledge Management integration,specify or create a dedicated account for this integration. 

    Note

    The installer can only configure the BMC Knowledge Management integration if installed on a Mid Tier-only-server or on any server when load-balancing settings are provided. Otherwise, the installer does not know the Tomcat path and cannot define the protocol type (HTTP or HTTPS. Thus, it cannot configure the Knowledge Management Integration.
    
    When you install Virtual Agent on the Mid Tier server, it can automatically configure the Knowledge Management integration.

    • If using an existing account, it should not be an employee's account. It should have a fixed license.
    • If creating an account, specify the user name and password.

14. After the installer validates your inputs, verify the product features that will be installed, and click Install.

15. In the Installation Summary page, click View Log to review the SEVERE error messages or warnings in the product installer log.
16. See whether errors are due to network, host, or other environment-related issues. You can view a log file of the installation at
    C:\Documents and Settings\Administrator\Local Settings\Temp\bmcvirtualagent_install_log.txt and C:\Users\Administrator\AppData\Temp\1\bmcvirtualagent_install_log.txt.
17. Close the log when you finish.
18. Click Done to exit the BMC Virtual Agent installer on the AR System server.
19. To install BMC Virtual Agent on secondary AR System servers, copy the installer directory to the other servers, and repeat steps 3-16. 
20. Install BMC Virtual Agent on the BMC Remedy Mid Tier server.

To install BMC Virtual Agent on the Mid Tier server

 After installing BMC Virtual Agent on the BMC Remedy AR System server, install it on the BMC Remedy Mid Tier server.

1. Extract the compressed installation file on the computer running the BMC Remedy Mid Tier server.
2. Navigate to the Disk 1 folder.
   Example: C:\downloadDirectory\BMCVirtualAgent9_0_00\Disk1.
3. In Microsoft Windows, run setup.exe.
4. In the lower-right corner of the Welcome page, click Next.
5. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
6. In the BMC Remedy AR System Server User Inputs page, perform the following actions:
   1. Type the logon name for the AR System Server Administrator.
   2. Type the password for the AR System Server Administrator.
   3. Set the appropriate TCP port.
   4. Verify the AR System server name.
   5. In the Directory Selection field, click Browse to navigate to the directory in which to install BMC Virtual Agent, or use the default location. 
      The default location is C:\Program Files\BMC Software\BMCVirtualAgent.

   6. Click Next.

      When you install BMC Virtual Agent on the Mid Tier server, you will be presented with the following error message: "The installer could not find the armonitor.conf file at null. Before you continue, make sure that the configuration is available." You can ignore this error message, and click Next to continue.

7. In the Server Selection page, select BMC Remedy Mid Tier, and click Next.

8. In the Mid Tier Server Information page, perform the following actions.
   1. Navigate to the location where the Apache Tomcat web server is installed, for example, C:\Program Files\Apache Software Foundation\Tomcat7.0. 
   2. Navigate to the location where the JRE is installed.
   3. (Optional) Navigate to the location where to install Program D, or use the default location.
   4. Click Next. 
      The installer validates your inputs, and then the Installation Preview page appears, listing the product and product features that will be installed. 

9. In the Configure Virtual Agent Dedicated Proxy User page, specify or create an account for Virtual Agent.

   If you created a dedicated user when you installed Virtual Agent on the AR System server, you should use the same user and not create a new one.

   • If using an existing account, it should not be an employee's account but one dedicated for Virtual Agent. It should have a fixed license and the the Administrator and Incident Master permissions. 

   • If creating an account, specify the user name and password. 

10. (For version 9.0.00) If applicable, select Configure Load Balance Environment, complete the following steps, and click Next, 
    
    1. Specify the name and port of the load balancer server. 
    2. Select the protocol used for the load balancer server. 
    3. In a comma-separated list, enter the names of the Mid Tier servers.
    4. Enter the port number for the Mid Tier servers.
    5. Select the protocol used for the Mid Tier servers. 
11. (For version 9.0.01) Specify the following details for the server to which users connect. This server can be either the load balancer server or a single Mid Tier server.
    1. Specify the name and port of this server.
    2. Select the protocol user for this server.
12. (For version 9.0.01) If applicable, select Configure Load Balance Environment, complete the following steps, and click Next,
    
    1. In a comma-separated list, enter the names of the Mid Tier servers.
    2. Enter the port number for the Mid Tier servers.
    3. Select the protocol used for the Mid Tier servers.

13. On the integrations page, select the BMC product to integrate. 

14. If you enable the BMC Knowledge Management integration, specify or create a dedicated account for this integration. 

    Note

    The installer can only configure the BMC Knowledge Management integration if installed on a Mid Tier-only-server or on any server when load-balancing settings are provided. Otherwise, the installer does not know the Tomcat path and cannot define the protocol type (HTTP or HTTPS. Thus, it cannot configure the Knowledge Management Integration.

    • If using an existing account, it should not be an employee's account. It should have a fixed license.
    • If creating an account, specify the user name and password.

15. After the installer validates your inputs, verify the product features that will be installed, and click Install.

16. In the Installation Summary page, click View Log to review the SEVERE error messages or warnings in the product installer log.
    See whether errors are due to network, host, or other environment-related issues. You can view a log file of the installation at
    C:\Documents and Settings\Administrator\Local Settings\Temp\bmcvirtualagent_install_log.txt and C:\Users\Administrator\AppData\Temp\1\bmcvirtualagent_install_log.txt.
17. Close the log when you finish.
18. Click Done to exit the BMC Virtual Agent installer on the  Mid Tier server.
19. After completing the BMC Virtual Agent installation or upgrade, flush the Mid Tier cache.
20. After you complete the configuration and integration procedures, perform the post-installation fixes.

Where to go from here

Configuring after upgrade

Related topics

System requirements
Installing