This documentation supports the 1.3 version of Remedy with Smart IT.

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

Deploying Smart IT to your users

IT users access BMC Remedy with Smart IT (Smart IT) through Apple iOS and Google Android mobile clients, as well as through the universal client. The universal client provides access through a web browser.

Important

The Smart IT mobile clients are included with the installation files that you download from the BMC Electronic Product Distribution (EPD) site. You must make the mobile clients available to your users by using the procedures in this topic.

Your users should not use the mobile applications that are available from the Apple App Store or Google Play, which connect to our trial environment. If the user automatically gets an updated version, for example, from Google Play, that updated version might not match the version of your Smart IT server and might not work with your server.

For compatibility information and system requirements, see Planning.

To deploy Smart IT

  1. (Optional) Rebrand the clients:
  2. Re-sign the iOS mobile client and configure the server address.

    Important

    Even if you are not rebranding the iOS mobile client, you must obtain an Apple Enterprise Distribution Certificate and use it to re-sign the iOS mobile client

    This step is required for you to distribute the out-of-the-box application. Re-signing is also needed for notifications to work.

  3. Make the clients available to your users:
    • To make the universal client available, announce the URL (https://SmartITServerName:port/ux/smart-it, by default).
    • To make the mobile client available, use any of the following methods:
  4. For users connecting with the Android client, announce the server address so that the users know where to connect.
    You cannot configure this setting in the Android client before distributing it.

Making the mobile BMC Remedy with Smart IT application available through a URL

When you install the BMC MyIT/Smart IT server, the SmartITinstallationDirectory\Smart_IT_MyIT\IPA\download folder is created. (The Apache Tomcat server interprets the download folder as https://SmartITServerName:port/download/smart-it.)

The download folder contains the following files that you must edit before users can download the Smart IT application:

  • MyIT.plist (the manifest .plist file)
  • Smart_IT.plist

The MyIT.plist file contains the following lines. As described in the following procedure, you will edit the [HOSTNAME] and [PORT] entries.

    <!-- 
     Replace [HOSTNAME] here with real host name accessible from outside 
     [PORT] is one configured at Tomcat dir/conf/server.xml
    -->
     <string>https://[HOSTNAME]:[PORT]/download/MyIT.ipa</string>
    </dict>
    <dict>
     <key>kind</key>
     <string>display-image</string>
     <key>needs-shine</key>
     <false/>
     <key>url</key>
     <string>https://[HOSTNAME]:[PORT]/download/images/MyIT-small.png</string>

The Smart_IT.plist file contains the following lines. As described in the following procedure, you will edit the [HOSTNAME] and [PORT] entries.

     <string>https://[HOSTNAME]:[PORT]/download/Smart_IT.ipa</string>
    </dict>
    <dict>
     <key>kind</key>
     <string>display-image</string>
     <key>needs-shine</key>
     <false/>
     <key>url</key>

     <string>https://[HOSTNAME]:[PORT]/download/images/Smart_IT-small.png</string>

To make Smart IT available through a URL

  1. Set up BMC MyIT and Smart IT on a server that your authenticated users can access.

    Note

    The following requirements apply for iOS app downloads:

    • The server must have an external signed certificate.
    • You must use secure HTTP (https://) in the URL.
  2. Edit the manifest (.plist) file to replace the host name and the Tomcat port.
    After you install the Smart IT server, this file is located by default in C:\Program Files\BMC Software\Smart_IT_MyIT\Smart_IT_MyIT\IPA\download.
  3. Upload the file to an area of your website that your authenticated users can access.

    Your website design can be as simple as a single page that links to the manifest file. When a user taps a web link, the manifest file is downloaded, triggering the download and installation of the application it describes. The following is an example link:

    <a href="itms-services://?action=download-manifest&url=https://SmartITServerName:port/download/smart-it/Smart_IT.plist">Install App</a>

    Do not add a web link to the archived application (.ipa). The device downloads the .ipa file when the manifest file is loaded. Although the protocol portion of the URL is itms-services, the Apps Store is not involved in the process.

Related topics

Rebranding Smart IT for the universal client 

Re-signing and rebranding Smart IT for iOS

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