This documentation supports the 18.08 version of Remedy with Smart IT.

To view an earlier version, select the version from the Product version menu.

Installing




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:

Before you begin

Review system requirements as part of Planning your Smart IT deployment.

Stage 1: Prepare for installation

Task Action Additional information
1 Smart IT installation worksheets 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 Downloading the Smart IT installation files This topic explains how to obtain the files that you need for installation from the BMC Electronic Product Distribution (EPD) site.
3 Install 64-bit Java Runtime Environment (JRE) 8 and above 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 https://docs.oracle.com/cd/E19182-01/820-7851/inst_cli_jdk_javahome_t/ in the Oracle documentation.
4 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.

5 (Linux) Requirements 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.
6 Install AR, Atrium Integrator, and CMDB 18.08 Install AR, Atrium Integrator, and CMDB 18.08
7

Install Remedy ITSM, SRM, SLM 18.05

Note: You need to apply ITSM, SRM, SLM deployment package of 18.08, which is given in Stage 2 table.

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

Install Remedy ITSM .
8 (Linux) Installing the package to launch UI installer on Linux On a Linux environment, to invoke the UI installer for installing Smart IT, you must download a package containing Xorg libraries.
9 (Optional) Deploying an Openfire chat cluster in 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 

Task Action Additional information
1

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 mode Silent installation reads the parameters provided in the options.txt file and installs Smart IT without launching a wizard.
2 Resolve 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.

Note: For Linux, OpenJDK is not supported by the Smart IT installer, however, it is supported by the Mid-tier or ITSM/AR Installer. Only JRE is supported in Oracle.

3 Verifying the Smart IT server installation Perform these checks to verify your installation.
4

Apply 18.08 deployment package of ITSM, SRM and SLM

Apply 18.08 deployment package of ITSM, SRM and SLM.


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.

Deployment package failure

If Smart IT file deployer is unable to register the Service with AR, and gets ARERR 90 while making Service UP, the D2P package deployment will not be successful. You need to restart the Smart IT file deployer service for making the deployment work.


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