This documentation supports the 1.5 version of Remedy with Smart IT.

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

Installing

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.

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.

Best Practice

BMC recommends installing 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.
The minimum supported BMC Remedy IT Service Management (ITSM) version for Smart IT 1.5.01 and MyIT 3.3 is BMC Remedy ITSM 8.0.

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

Also see the Related topics.

Before you begin

Complete the steps in Planning to plan your MyIT and Smart IT deployment. The planning section includes information about system requirements and sizing your environment.

Stage 1: Prepare for installation 

Complete the following tasks: 

StepActionAdditional information
1 Complete the installation worksheet Before you start installing 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 Download the Smart IT and My IT installation files This topic explains how to obtain the files that you need for installation from the BMC Electronic Product Distribution (EPD) site.
3Install 64-bit Java Runtime Environment (JRE) 8.Install on all the servers where you will install MyIT and Remedy with Smart IT (Smart IT). Set the Java Home path.
4 Pre-create databases

If you have database access restrictions and cannot allow the MyIT and Smart IT installer to create a database, a DBA can create a pre-existing database.

5 Deploy MongoDB as a replica set

MongoDB is the social database for MyIT and Smart IT. How you deploy MongoDB might depend on your environment:

  • For production environments, install MongoDB on a replica set cluster.
  • For test or development environments, you might install MongoDB on a single server.
  • For proof of concept (POC), you might skip this step and instead let the MyIT installer install the bundled MongoDB.
7(Linux) Set permissions for a non-root user to run the installer If a non-root user will run the installer in a Linux environment, a system administrator must set the needed permissions.
8 Install the User Experience patch Before you install MyIT or Smart IT, you must install the User Experience patch on your BMC Remedy ITSM server. This patch enables BMC Remedy ITSM to work with MyIT and Smart IT. Without this patch, timelines, email notifications, and social features will not work in either MyIT or Smart IT. For Smart IT, this patch enables viewing incidents, requests, approvals, and so on in the timeline and activity feed.
9(Linux) Install package to launch UI installer (on Linux) On a Linux environment, to invoke the UI installer for installing MyIT and Smart IT, you must download a package containing Xorg libraries.
10(Optional) Install the Openfire chat cluster for Smart IT 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.

 

Stage 2: Install Smart IT and MyIT

StepActionAdditional information
1

Install Smart IT and MyIT on a single server

-NA-

Install Smart IT and MyIT in a cluster

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

Install Smart IT and MyIT using silent mode Silent installation reads the parameters provided in the options.txt file and installs Smart IT and MyIT without launching a wizard.
2Resolve issues indicated by the installer, if any.

The installer performs the following pre-install checks before proceeding with the installation:

  • Disk space
  • JAVA runtime version
  • Database version
  • Directory permissions
  • MyIT/Smart IT installed version
  • Components operation status (running Social, MyIT, Mongo are brought to required state as part of installation/upgrade)

Installation does not proceed if the pre-install check detects inconsistencies in the required components.

3 Verify the Smart IT and MyIT server installation Perform these checks to verify your installation.

Stage 3: Perform the post-installation procedure for Smart IT and MyIT 

StepActionAddtional information
1

(Recommended) Configure SSL for the MyIT server

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.
2

(Recommended) Integrate with BMC Remedy Single Sign-On

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.

Note: This link opens a topic from the BMC Remedy Single Sign-On documentation.

3

(Recommended Enable full text search(FTS)

BMC recommends that you use Full Text Search which is available by default.

Note: This link opens a topic from the BMC Remedy with Smart IT documentation.

Stage 4: Configure MyIT 

Perform the following tasks before you validate that installation was successful.

StepActionAdditional information
1

Set up administrator authentication

The MyIT server supports both user and administrator logons. Before you can perform configuration and administration in the MyIT Administration Console, you must set up administrator access.
2(Recommended) Integrating with Remedy Single Sign-On

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

3(Optional) Enable a maps license

To display location maps, follow the procedure to obtain and enable a supported maps license.

4(Optional) Integrate MyIT with LDAP for broadcasts This topic describes how to configure the integration of LDAP for broadcasting. IT staff can send broadcasts from Smart IT. Administrators can send broadcasts from the MyIT Administration Console.
5(Optional) To modify ports for MyIT and Smart IT If you did not specify an open port during installation or if these ports are in use, you can change the ports. These ports are used to connect the web and mobile clients to the MyIT and Smart IT server.

Before you deploy MyIT to users, perform additional configuration tasks.

Stage 5: Configure Smart IT 

 If you plan to use Smart IT, perform the steps to configure Smart IT .

Stage 6: Deploy Smart IT and MyIT to users 

StepActionAdditional information
1

Deploying MyIT to your users

IT users access Smart IT and MyIT through Apple iOS and Google Android mobile clients, as well as through the Universal Client (desktop web browser).

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

  • Make the mobile Smart IT and 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.
2 Deploy Smart IT to your users

Related topics

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Comments

  1. Brad Taylor

    Can you add a pointer to the "detailed procedures... in the BMC My IT online documentation" on this page?

    Nov 28, 2016 05:23
  2. Jeremy Schlosky

    Under Stage 4: Install Smart IT and MyIT, the Verify the Smart IT and MyIT server installation link does not work. 

    Dec 13, 2016 10:17
    1. Rakhi Rathod

      Hello Jeremy,

      I have informed the concerned person to update the broken links.

      I'll keep you informed.

       

      Thanks,

      Rakhi

      Dec 21, 2016 04:18
    1. Rakhi Rathod

      Hello Jeremy,

      We have fixed the broken links.

      Sorry for the inconvenience.

       

      Thanks,

      Rakhi 

      Dec 27, 2016 05:13
  3. Conrad Pereira

    Hi,

    There are quite a few broken links on this page. Please fix and verify that every link is working.

    Thanks.

    Feb 27, 2017 05:41
    1. Michele Marques

      I apologize for the broken links! I have fixed them and verified the links.

      Feb 28, 2017 04:39