Installing

Review the:

• Compatibility matrix
• Hardware requirements
• Required ports

Review the following release notes:

• Release notes and notices
• Smart IT 1.4 release notes and notices

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.

Note: The license for Smart IT is included in the license for BMC Remedy ITSM Suite, BMC Remedy Service Desk, or BMC Remedy OnDemand. You do not need a separate license.

BMC has conducted analysis of various performance test results and provided performance benchmarking methodology and environment details. The recommendations from these tests are validated by the test results provided.

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.

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.

Note: Openfire chat is used only by Smart IT.

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

Install on all the servers where you want to install Smart IT and MyIT.

Note: Smart IT/MyIT supports Oracle JRE version 1.8.x or higher only and not OpenJDK.

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.

Install Smart IT and BMC MyIT as a non-root user

Install the Smart IT and BMC MyIT on a single server

Install Smart IT and BMC MyIT in server group

1. Install Smart IT and BMC MyIT on the primary server. Specify the with In a New Cluster option during installation.
2. Install Smart IT and BMC MyIT on the secondary server. Specify the with In an Existing Cluster option during installation.

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

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.

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

BMC Remedy 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.

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.

Setting up administrator authentication

Setting the default service request definitions for BMC MyIT

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 categories listed in the Assistance window.
• 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.

Changing terminology used in the application

Changing client functionality options

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)

Self-serve users use BMC MyIT to open HR cases and to search HR knowledge articles. BMC HR Case Management can be installed on either the same server with BMC Remedy IT Service Management (BMC Remedy ITSM) or on a separate server.

Note: The BMC HR Case Management server requires BMC Remedy Action Request System 9.1.

You can use one of the following methods to deploy the BMC Smart IT and BMC MyIT applications to your users:

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