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.

Upgrading

 

Documentation tip

The BMC Remedy for Smart IT online documentation contains only the high-level process information for installation and upgrade. The detailed procedures are available in the BMC My IT online documentation.

Links that end with anarrow open in the BMC My IT documentation.

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.

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

 BMC Remedy Smart IT and My IT installation comprises of the following stages: 

Stage 1: Plan the Smart IT and BMC MyIT deployment

Stage 2: Prepare for the Smart IT and BMC MyIT installation

Stage 3: Perform the pre-installation procedures for Smart IT and BMC MyIT

Stage 4: Install Smart IT and BMC MyIT

Stage 5: Perform the post-installation procedure for Smart IT and BMC MyIT

Stage 6: Configure Smart IT

Stage 7: Configure MyIT

Stage 8: Deploying Smart IT and BMC MyIT to users

Also see the Related topics.

 Stage 1: Plan the Smart IT and BMC MyIT deployment 

Step Action Addtional information
1 Review the system requirements

Review the:

  • System requirements for Smart IT
  • Compatibility matrix for BMC MyIT (if you are installing BMC MyIT)
  • Hardware requirements
  • Required ports
2 Review the known and corrected issues

Review the following release notes:

BMC MyIT 3.0 release notes and notices

Smart IT release notes and notices

3 Download the installation files

When viewing the latest version of a product on the Electronic Product Download (EPD) site, you see only the components (including licensed add-ons) that are covered under the licenses associated with your Support ID or EPD profile.

This topic explains how to obtain the files that you need for installation from the BMC Electronic Product Distribution (EPD) site.

4 Review license entitlements --NA--
5 Review the  Smart IT and BMC My IT performance and tuning guidelines in the BMC Remedy with Smart IT 1.2 online documentation. --NA--

Stage 2: Prepare for the Smart IT and BMC MyIT installation 

Step Action Addtional information
1 Complete the Smart IT and MyIT installation worksheet Before you start installing or upgrading the products, you must gather information about the parameters that the installer requires for each product. The planning spreadsheet provided in this section helps you gather these parameter values. To avoid installation errors, refer to this spreadsheet when you run the installation.
2 BMC MyIT planning worksheets BMC MyIT requires various information and images that the BMC MyIT administrator will upload and BMC MyIT clients will use. This topic list the kinds of information that you can collect prior to your implementation to allow for a smooth start.
3 Pre-create databases

If you have database access restrictions and cannot allow the BMC MyIT and BMC Remedy with Smart IT (Smart IT) installer to create a database, you can create a pre-existing database.

4 Deploy MongoDB as a replica set 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.

Stage 3: Perform the pre-installation procedures for Smart IT and BMC MyIT 

Step Action Addtional information
1 Back up customizations 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.
2 Install the Smart IT and BMC MyIT User Experience patch

Before you install BMC Remedy with Smart IT (Smart IT) or BMC MyIT, you must install the Smart IT MyIT User Experience patch. This patch enables  BMC Remedy IT Service Management (BMC Remedy ITSM) to work with Smart IT and BMC MyIT. For Smart IT, this patch enables viewing incidents, requests, approvals, and so on in the timeline and activity feed. Without this patch, timelines, email notifications, and social features will not work in either Smart IT or BMC MyIT. The installation applies required BMC Remedy ITSM patches. 

3 Deploy the Openfire chat server

To improve performance if your organization uses the Chat feature extensively, you can run Chat (Openfire) on a remote server.

  1. Install the Openfire chat server on the primary server.
  2. Deploy the Openfire primary node in a cluster.
  3. Install the Openfire chat server on the secondary server.
  4. Deploy the Openfire secondary node in a cluster.
  5. Complete the F5 configurations.
4 Install 64-bit Java Runtime Environment (JRE) 8 Perform on all the servers where you will install Smart IT.
5

Review the login ID requirements for service requests in Smart IT

If your environment uses BMC Service Request Management, ensure that the People records for non-support staff include a login ID. Service requests cannot be submitted for a customer who has a People record with no login ID.

Service requests cannot be submitted, because the Smart Recorder uses the login ID to show available service request templates for that person

Stage 4: Upgrade Smart IT and BMC MyIT 

Step Action  
1 Upgrade MongoDB

With Smart IT 1.3 and BMC My IT 3.0, Mongo DB 2.6 and 3.0.xx is supported. BMC recommends that you upgrade to version 3.0.xx.

2

Perform the Smart IT and BMC MyIT upgrade

Do not use Xming to install the Smart IT and BMC MyIT server, because it might not perform reliably during installation. Instead, use VNC, MobaXterm, or any other client.
3 Verify the Smart IT and BMC MyIT server installation --NA--

Stage 5: Perform the post-installation procedure for Smart IT and BMC MyIT 

Step Action Addtional information
1 Enable a maps license

After installing or upgrading to BMC Remedy with Smart IT, location maps will not appear. In order to display location maps, follow the procedure to obtain and enable a supported maps license.

2 Configure SSL for Smart IT web and mobile clients To provide communication security among applications, configure SSL for the Apache Tomcat server. If you enabled SSL as part of the installation, SSL is already configured.
3 Modify Smart IT or Smart IT Social server ports You might need to change the ports if you did not specify an open port during installation or upgrade, or if these ports are in use. These ports are used to connect the web and mobile Smart IT clients to the Smart IT server.

Stage 6: Configure Smart IT 

Step Action Addtional information
1 Integrating Smart IT with LDAP for broadcasting

This topic describes how to configure the integration of LDAP for broadcasting with both BMC Remedy with Smart IT (Smart IT) and BMC MyIT.

You can integrate BMC Remedy with Smart IT (Smart IT) and BMC MyIT with LDAP so that you can distribute broadcasts to your LDAP distribution groups. If configured, these groups are also used when setting up services on the BMC MyIT Administration console.

2 Configuring Smart IT for BMC Atrium Single Sign-On

This topic describes how to configure the integration of BMC Atrium Single Sign-On with both BMC Remedy with Smart IT (Smart IT) and BMC MyIT.

BMC Atrium Single Sign-On authentication applies to both the universal client and to mobile applications. When a user logs on to a mobile device, the user is prompted to enter the hostname and port. If the server has SSO enabled, the mobile client opens a browser to the SSO login page. The SSO server sets the SSO cookies after authentication on to the device browser. When the user relaunches the application, if the cookies are not expired, the mobile client displays the application. If the cookies are expired, the user is shown the login page again for authentication.

3 Integrating BMC Remedy ITSM with the Social Server for Smart IT The information shown on timelines and feeds is uploaded from BMC Remedy IT Service Management (BMC Remedy ITSM) and processed by the Social Server. To import the existing BMC Remedy ITSM data into the Social Server, use the BMC Remedy with Smart IT onboarding utility.
4 Disabling collision management and impact analysis in Smart IT If your organization does not use collision management or impact analysis functionality for Change Management, you can choose to disable these features.
5 Smart IT Permissions To give users access to Smart IT, assign them the required user permissions.
6 Adding custom fields to your views using Smart IT

You might have custom fields defined for BMC Remedy IT Service Management, that you would like to display in the Smart IT user interface. You might also want to display out-of-the-box BMC Remedy ITSM fields that are not shown by default in Smart IT.

When you add custom fields, they appear in the area that you specify in Screen Configuration. For example, you can add a custom field to the Assignment area of the Incident View. The custom field then appears in incident ticket details, with the assignment information. If you add custom fields to the Person Profile, those fields also appear in the customer information displayed in the Smart Recorder.

7 Enabling full text search Full text search (FTS) is an optional feature that you can install with the BMC Remedy AR System server. To use FTS with Smart IT, you must install BMC Remedy Knowledge Management, even if you do not plan to create knowledge articles. To use the complete FTS capability, you must configure and enable the feature.
8 Enabling SSL for Openfire chat server Complete the procedure to enable a secure sockets layer (SSL) for the Openfire chat server that runs with BMC Remedy with Smart IT (Smart IT).
9 Integrating Smart IT with phone systems If your help desk phone system integrates with other web tools, you can configure it to start Smart Recorder directly from the phone system UI.
10 Configuring notifications for Smart IT Configure your notifications. You can choose to use BMC Remedy ITSM notifications, for example if you have customized notifications. You can enable localized Smart IT notifications for mobile clients.
11 Configuring automatic following in Smart IT Configure whether users automatically receive updates for new knowledge articles, incidents, work orders, tasks, service requests, change requests, and broadcasts that they create. By default, users only receive updates for new knowledge articles that they create.
12 Configuring security options for Smart IT Configure 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).

Stage 7: Configure MyIT 

Step Action Addtional information
1 Setting up administrator authentication The BMC MyIT server supports both user and administrator logons. Both types of logons are authenticated by using BMC Remedy Action Request AR System (BMC Remedy AR System). To assign BMC MyIT administration permissions to BMC Remedy AR System users, you add the users to the MyIT Admin group in BMC Remedy AR System. The system creates this group automatically during installation.
2 Assigning administrator permissions Administrators can grant or restrict access to the areas of the BMC MyIT Administration Console for other administrator.
3 Setting the default service request definitions for BMC MyIT If you use BMC Service Request Management to process requests and incidents submitted by BMC MyIT users, you must create a series of service request definitions (SRDs) specifically for use with BMC MyIT. You configure SRDs in the BMC Service Request Management Console.
4 Localizing titles and messages
  • Contact options that appear when a user taps Account Problems on the Login screen or IT Contact Information from the Assistance screen.
  • The name of the screen that lists a user’s appointments and the instructions that tell users what to enter when creating an appointment.
  • The names of asset actions that appear when a user clicks an icon on a floor map. Using a similar procedure, you can edit asset actions.
5 Changing terminology used in the application BMC MyIT enables you to customize the names of items that appear on your users' desktop browsers and mobile devices. For example, you can update the name of the service desk to My Company Service Desk.
6 Changing client functionality options Within BMC MyIT, you can enable and disable features that you might not want to use immediately in your deployment. For example, if you are not set up to support location services, you can disable that functionality. You can also configure the settings for features such as App Store cross launch and Content Locker cross launch.
7 Making configuration changes to integrated applications

You can change the settings that BMC MyIT uses to connect to the following applications:

  • BMC Service Request Management
  • BMC Remedy IT Service Management (BMC Remedy ITSM, the enterprise application)
  • BMC Remedy Action Request System (BMC Remedy AR System, dedicated to the BMC MyIT application)
8 Configuring multitenancy The multitenancy feature of BMC Remedy IT Service Management (BMC Remedy ITSM) provides the ability to segregate data by operating company and customer company. 
9 Configure email notifications To allow BMC MyIT users to accept email notifications for services, you must configure your company's mail server information and verify that users have valid email accounts with the specified server. Users can then select email notifications for specific services.

 Stage 8: Deploy Smart IT and BMC MyIT to users 

Step Action Addtional information
1

Deploy 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.
2

Deploy BMC MyIT to your users

You can use one of the following methods to deploy the BMC MyIT application to your users:

  • Make the mobile BMC MyIT application available through a URL
  • Place the application in your enterprise App Store.
  • Push the application through your mobile device management platform, using either BMC Mobile Device Management or your preferred tool.
  • Announce the URL to the universal client:

 Related topics

  • Uninstalling Smart IT
  • Uninstalling BMC MyIT
  • Upgrading
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