This documentation supports the 18.05 version of Remedy with Smart IT.

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


This section describes how to install the Remedy with Smart IT application for administering the end user request experience. For full operation, Smart IT requires integration with BMC Remedy IT Service Management (ITSM) version 18.05 or later.

 Smart IT installation comprises the following stages:

Latest hotfix (Support ID required)

Smart IT: Knowledge Article number 000370217 Open link

Before you begin

Review system requirements as part of Planning your Smart IT deployment. To understand the different architecture layers, the basic deployment model, and alternative deployment options available in Remedy, see Remedy On-Premises solution architecture Open link .

Stage 1: Prepare for installation

TaskActionAdditional information
1Smart IT installation worksheetBefore 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.
2Downloading the Smart IT installation filesThis 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 Remedy with Smart IT (Smart IT). Set the Java Home path. For information about setting the Java Home path in Windows and Linux, see in the Oracle documentation.

Install Remedy ITSM 18.05

Before you install Remedy with Smart IT, you must install Remedy ITSM version 18.05. For installation instructions, see Install Remedy ITSM 18.05 Open link in the Remedy ITSM deployment online documentation.

5 Creating the database

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

6(Linux) Requirements for a non-root user to run the installerIf a non-root user will run the installer in a Linux environment, a system administrator must set the needed permissions.
7(Linux) Installing the package to launch UI installer on LinuxOn a Linux environment, to invoke the UI installer for installing Smart IT, you must download a package containing Xorg libraries.
8(Optional) Deploying an Openfire chat cluster in Smart ITOpenfire 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 

TaskActionAdditional information

Installing Smart IT on a single server

Installs Smart IT on a single server.

Installing Smart IT in server group

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

Installing Smart IT using silent modeSilent installation reads the parameters provided in the options.txt file and installs Smart IT 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
  • Smart IT installed version

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

3Verifying the Smart IT server installationPerform these checks to verify your installation.
4Apply 18.05.005: Patch 5 for version 18.05Apply this patch for a proper user experience of Smart IT.

Stage 3: Configure Smart IT

Stage 4: Deploy Smart IT clients to users 

  • To enables access to Smart IT through Apple iOS and Google Android mobile clients, as well as through the Universal Client (desktop web browser), deploy Smart IT to your users.

Troubleshooting an interruption to installation

While installing Smart IT, the AR attachment security remains disabled. In case of interruption (For example, system crash, power failure etc.) in installation process, you need to manually enable the security if it was enabled while initiating the installation. You can set the value of Attachment-Ext-Filter parameter to 1 in the CCS form.

Alternatively, you can follow these steps to manually enable the security:

  1. In ITSM, select AR System Administration Console from the AR System Administration application.
  2. From General, select Server Information
  3. Click Attachment Security tab.
  4. Select the Allow attachment with following extensions option in the Attachment criteria and provide the file extensions.
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