This documentation supports the 1.2 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.


BMC MyIT and BMC Remedy with Smart IT (Smart IT) use the same server and share the same installer. This topic describes the general installation process required to install Smart IT. If you are upgrading from a previous installation of Smart IT, see Upgrading.

Best practice

BMC recommends installing BMC MyIT and Smart IT on a dedicated server. To avoid issues and improve performance, do not install on servers that host other applications, such as BMC Remedy Mid Tier.

The following topics describe the installation process and provide information that you can use to prepare your environment for the installation:

Preparing to install Smart IT


Review the compatibility matrix for the latest, most complete information about platforms currently supported by BMC Remedy with Smart IT (Smart IT).

Note: To access this information, you must log in with your BMC support login and password.

Select BMC PRODUCT AND VERSION. Enter BMC Remedy with Smart IT and select the version.

2Review the Known and corrected issues for BMC Remedy with Smart IT.

Review the System requirements for Smart IT, which include required databases, supported platforms, and optional components, and complete the installation worksheet with the values relevant for your environment.

4Download the installation files.
5Install 64-bit Java Runtime Environment (JRE) 8 on the server where you will install the Smart IT server.
6(Optional) If you have database restrictions that do not allow the Smart IT installer to create a database, configure a pre-created database.

Install or update the required and optional BMC software per the System requirements for Smart IT.
You can use your existing BMC Remedy Action Request System (BMC Remedy AR System) and BMC Remedy IT Service Management (BMC Remedy ITSM) environment. (You can install BMC Remedy ITSM on the same AR System server on which Smart IT is installed or on a separate AR System server.)

  1. Update BMC Remedy AR System and BMC Remedy ITSM to the latest service pack, or install the latest patch.
  2. Install or update BMC Remedy Knowledge Management to the latest service pack, or install the latest patch (required to enable Full Text Search; you are not required to create knowledge articles).
  3. (Optional) Install or update BMC Service Request Management and BMC Service Level Management to the latest service pack, or install the latest patch.
8(Optional) If your BMC Remedy ITSM environment includes customized data on the SYS:Notification Messages form, you must back up these customizations. Examples of customized data include changing the email notification content or disabling any of the email notifications. Smart IT overwrites some of the BMC Remedy ITSM data on the SYS:Notification Messages form, and your customizations will be lost.
9Install the Smart IT User Experience patch.
10Open the required ports for Google and iOS notifications.

(Optional) Install MongoDB to use as the social database for Smart IT. The MongoDB instance bundled with the Smart IT installer is useful for testing purposes. For high availability environments, install MongoDB in a replica set cluster, as described in Configure MongoDB for Smart IT.

12(OptionalInstall the Openfire chat server on a remote server.
13If you choose to use Microsoft Windows authentication, create three user accounts on your Windows system that can be used in the business, system, and OpenFire Smart IT schemes. For an example of Microsoft Windows authentication setup, see System requirements for Smart IT.

Installing Smart IT



On Linux, install BMC MyIT as the root user, as a nonroot user with temporary superuser permissions, or as a nonroot user with the correct access permissions as described in the installation procedure.


After successfully installing Smart IT, complete the configuration tasks.

3Deploy Smart IT to your users so that they can install it on their mobile devices.

Configuring after installation

Before you deploy BMC Remedy with Smart IT (Smart IT) and after completing the Smart IT installation procedures, you must configure the system. Because Smart IT and BMC MyIT share the same server and installer, overlap exists between configuration tasks. All tasks are summarized in the following sections:

Common configuration tasks

The following configuration tasks apply to both Smart IT and BMC MyIT. You must configure these tasks only once, even if you plan to use both Smart IT and BMC MyIT.

1If you did not enable a secure sockets layer (SSL) during installation, manually configure SSL for web and mobile clients.
2(Optional) Integrate Smart IT with LDAP for broadcasting.
3(Optional) Verify the ports that were set during installation or upgrade. If necessary, modify the ports that clients use to connect to the Smart IT server.
4(Optional) To display Google Map locations, enable a maps license.
5(Optional) If you use BMC Atrium Single Sign-On, configure Smart IT and BMC MyIT for BMC Atrium Single Sign-On.

Smart IT configuration tasks

The following configuration tasks apply only to Smart IT. You must perform these tasks after you perform the common configuration tasks.

1If you have data in BMC Remedy IT Service Management (BMC Remedy ITSM), import data to the social server with the Smart IT onboarding utility. The utility imports data from from BMC Remedy ITSM incident requests, work orders, requests, and knowledge articles.
2To give users access to Smart IT, assign them the required user permissions.
3If you have custom fields defined for BMC Remedy ITSM to display in Smart IT, add these fields to the required forms and views.
4(Optional) If your BMC Remedy ITSM environment included data customizations to the SYS:Notification Messages form, restore your customizations.
5Enable and configure Full Text Search (FTS). For FTS, Smart IT also requires BMC Remedy Knowledge Management. Smart Recorder and other areas of Smart IT use FTS to search for data.
6Enable SSL for the Openfire chat server.

(Optional) If your help desk's phone system integrates with other web tools, integrate it with Smart IT.

8(Optional) If any mobile users should receive localized notification messages, configure the notification locale for mobile clients.
9(Optional) If your environment uses BMC Service Request Management, ensure that the People records for nonsupport staff include a login ID.
10Configure security options. Limit the types of files that users can attach to Smart IT records. If you have Openfire chat installed, edit the openfire/conf/cross-domain-policy.xml file to only allow access to data from a specific domain (or domains). See Configuring security options for Smart IT.

BMC MyIT configuration tasks

The following configuration tasks apply only to BMC MyIT. Perform these configuration tasks only if you plan to use BMC MyIT.

1To set up authentication for administrators in BMC Remedy AR System, add the MyIT Admin group to the appropriate users.
2Assign MyIT administrative access to users in the BMC MyIT Administration Console.
3Configure the BMC AppZone settings with your server information so that users can request software and hardware.
4Configure default service request definitions (SRDs) to work with the Superbox in BMC MyIT, These default SRDs are also used in other areas of the application.

(Optional) To enable the users to view and request available VM offerings, configure the integration with BMC Cloud Lifecycle Management.

6(Optional) Localize titles and messages.
7(Optional) Change terminology used in the application.
8(Optional) Disable or enable BMC MyIT functionality.
9(Optional) To access the external data, such as service requests, assets, and room scheduling, configure the provider information in the Administration Console. For more information, see Making configuration changes to integrated applications in the BMC MyIT Online Documentation.
10(Optional) If you are using the BMC MyIT server with a multitenant BMC Remedy ITSM server, configure multitenancy for BMC MyIT.

Related topics

System requirements for BMC MyIT

System requirements for Smart IT

Smart IT installation worksheet

Performing the Smart IT installation

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