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

Before you begin

  • Create a dedicated AR System account to use for BMC Virtual Agent, and give it the administrator and Incident Master permissions. This should not be an employee's account. See Adding BMC Virtual Agent user permissions.
  • 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.
  • 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 a server group and Configuring server groups in the BMC Remedy AR System online documentation.
  • If you need support double-byte languages in chats, you need to install BMC Remedy AR System with Unicode support. See Unicode support and Unicode compatibility considerations in the BMC Remedy AR System online documentation. 

Note

In an enterprise environment, BMC recommends that the BMC Remedy Mid Tier be installed on a separate computer from the BMC Remedy AR System server. In this environment, you would run the BMC Virtual Agent installer twice—the first time on the AR System server, and then a second time on the mid tier.

To install BMC Virtual Agent 8.1.01 and later on the AR System Server

Recommendations

  • To reduce installation time significantly, do not install the products over the wide area network (WAN).
  • To avoid configuration problems, accept the default values displayed in the installer unless you have a valid reason to modify them.

Warning

Do not extract any subfolders in the Installer package. If these subfolders are uncompressed, the installer will display a popup during installationi asking the user to insert Disk 1 or browse to its location, Because neither is possible, the installation cannot be completed. 

  1. Download the BMC Virtual Agent installer from the BMC Electronic Product Distribution (EPD) website, or navigate to the installation directory on the installation DVD.
  2. Unzip the installer on the computer running the AR System server.
  3. Navigate to the Disk 1 folder.
    The default location is C:\downloadDirectory\BMCVirtualAgent8.1.00.windows\Disk1.
  4. Run the installer.
    In Microsoft Windows, run setup.cmd.
    On Linux and UNIX servers, run setup.sh.  
  5. In the lower-right corner of the Welcome page, click Next.
  6. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
  7. 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 Destination Directory 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.
  8. In the Server Selection page, select one of the following options, and click Next.

    For this scenarioSelect 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 primaryBMC Remedy AR System Server. Note: You will need to 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.
  9. 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.


    The installer validates your inputs, and then the Installation Preview page appears, listing the product and product features that will be installed. 

  10. Click Install.
    After post-installation cleanup, a summary of the installation appears.
  11. 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.
  12. Close the log when you finish.
  13. Click Done to exit the BMC Virtual Agent installer on the AR System server.
  14. To install BMC Virtual Agent on secondary AR System servers, repeat steps 3-13. 
  15. Install BMC Virtual Agent on the BMC Remedy Mid Tier server.

To install BMC Virtual Agent 8.1.01 and later on the Mid Tier

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

  1. Download the BMC Virtual Agent installer from the BMC Electronic Product Distribution (EPD) website, or navigate to the installation directory on the installation DVD.
  2. Unzip the installer on the computer running the BMC Remedy Mid Tier server.
  3. Navigate to the Disk 1 folder.
    The default location is C:\downloadDirectory\BMCVirtualAgent8.1.00.windows\Disk1.
  4. In Microsoft Windows, run setup.cmd.
  5. In the lower-right corner of the Welcome page, click Next.
  6. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
  7. 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 Destination Directory 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.
  8. In the Server Selection page, select BMC Remedy Mid Tier, and click Next.

  9. In the Mid Tier Server Information page, perform the following actions.
    1. Navigate to the location where the web server is installed, for example, C:\Program Files\Apache Software Foundation\Tomcat6.0
    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. 
  10. Click Install.
    After post-installation cleanup, a summary of the installation appears.
  11. 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.
  12. Close the log when you finish.
  13. Click Done to exit the BMC Virtual Agent installer on the  Mid Tier server.
  14. After completing the BMC Virtual Agent installation or upgrade, flush the Mid Tier cache.
  15. After you complete the configuration and integration procedures, perform the post-installation fixes.

To install BMC Virtual Agent 8.1.00

  1. Download the BMC Virtual Agent installer from the BMC Electronic Product Distribution (EPD) website, or navigate to the installation directory on the installation DVD.
  2. Unzip the installer on the computer running the AR System server.
  3. Navigate to the Disk 1 folder.
    The default location is C:\downloadDirectory\BMCVirtualAgent8.1.00.windows\Disk1.
  4. Run the installer. 
    In Microsoft Windows, run setup.cmd.
    On Linux and UNIX servers, run setup.sh.
  5. In the lower-right corner of the Welcome page, click Next.
  6. Review the license agreement, click I agree to the terms of license agreement, and then click Next.
  7. 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. Navigate to the directory in which you want to install BMC Virtual Agent. 
      The default location is C:\Program Files\BMC Software\BMCVirtualAgent.
    6. Click Next.
  8. In the Midtier Existence Question page, select Yes if the mid tier is installed on the same server. 
    Otherwise, click No and then click Next
  9. In the Web Server Information page, perform the following actions.
    1. Navigate to the location where the web server is installed, for example, C:\Program Files\Apache Software Foundation\Tomcat6.0
    2. Navigate to the location where the JRE is installed.
  10. Click Next.
    The installer validates your inputs, and then the Installation Preview page appears, listing the product and product features that will be installed. You are nearly finished with the BMC Virtual Agent installation.
  11. Click Install.
    After post-installation cleanup, a summary of the installation appears.
  12. 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.txtand C:\Users\Administrator\AppData\Temp\1\bmcvirtualagent_install_log.txt.
  13. Close the log when you finish.
  14. Click Done to exit the BMC Virtual Agent installer on the AR System server.
  15. To install the BMC Virtual Agent web server components, repeat these steps on the mid tier computer. 
  16. After completing the BMC Virtual Agent installation or upgrade, flush the mid tier cache.
  17. After you complete the configuration and integration procedures, perform the post-installation fixes.

Where to go from here

 


3 Comments

  1. for 8.1.02 - after the Web Server Information page and before the Installation Preview Page the "Localized Views and Data" page prompts for additional localized veiws and data to install.

    English
    French
    German
    Italian
    Japanese
    Korean
    Portuguese (Brazil)
    Simplified Chinese
    Spanish

    Next.

  2.  

    Step 9 a is not correct. You can not "Select the appropriate web server (Apache Tomcat, JBoss, or other)."When the installer gets to the page "Mid-Tier Server Installation" it says:BMC Virtual Agent must install on the BMC Remedy Mid-Tier web server. It only supports Tomcat as a Web Server.

     

    A very high profile customer has called this out.

     

    Richard

     

    1.