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

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

Smart IT installation worksheets

Before you start to perform the installation, use the attached installation spreadsheet to gather the installation parameter values that are required by the installer.

Additional explanation for Smart IT installer prompts

The attached installation spreadsheet provides example values and a brief explanation of the Smart IT installer prompts. The following sections provide additional information for the following installer prompts:

BMC Smart IT Server and Cluster Selection

When you install Smart IT in a cluster, you must run the installer on each server in the cluster.

Whether you are installing Smart IT on a single server or in a cluster, you must select In a New Cluster for the initial installation

When you select the In a New Cluster option, the installer performs the following tasks:

  • If you do not use a pre-created database schema, create the Smart IT database schema.
  • Install Smart IT data in the database.
  • Install files and servers on a local machine.

If you are installing Smart IT in a cluster, on secondary servers, select In an Existing Cluster. Ensure that you enter the same database and AR System server details as you did when installing on the first server in the cluster. The installer installs the files and services only on the local machine.

BMC Smart IT RDBMS Selection

Smart IT store information in a relational database. This data is separate from the BMC Remedy ITSM data that is stored in the AR System server database.

The installer prompts for the following information:

Type of information promptedExplanation
Type of relational databaseSelect whether you use Oracle or Microsoft SQL server.  The attached installation spreadsheet provides separate tabs for Oracle and Microsoft SQL Server, because the installer prompts are different, depending on which relational database management system you are using.
New or pre-created database

A DBA can pre-create the database schemas, as described in Creating the database. If you use pre-created database schemas, the data is loaded into these existing schemas.

If you select the New option, the installer creates the database schemas and loads the data into the schemas that it creates.

Database configuration details

Specify details about how to connect to the database. If you are creating new database schemas, you must specify the name and password for a database administrator (or a user with permissions to create users and schemas, and to insert data).

The following additional options are available for Microsoft SQL Server databases:

  • Use SSLSelect this check box if the Forced Encryption option is set to true for Microsoft SQL Server database. 
  • Use AlwaysOn Availability Group feature—Select this check box if you have the AlwaysOn feature enabled on your MS SQL server.
Database schema details

Note: Smart IT requires two schemas: one for business data and the other for system data.  

For a precreated database, enter the credentials for the schemas. For the New database option, enter schema names that do not already exist in the database; the installer will create the schemas. BMC recommends using the names populated in the installer screen. If the installer creates the schemas, the installer creates both the user name and the schema with the same name as the user name.

 If you use Windows authentication for MS SQL database, you do not need to provide credentials for multiple schemas; you must provide credentials of a pre-existing user. This same user name must be used for business schema, system schema, and Openfire. This user must be logged on to the server (via RDP to this server) on which you want to install Smart IT.

Tomcat information

Smart IT requires Apache Tomcat 8.0.1 or above. In case you do not have Tomcat already installed, the Smart IT installer includes Tomcat version 8.5. You will be prompted to install Tomcat during the installation process.

Best practice

To protect data, use HTTPS to communicate to the Smart IT server. You can do so either through a load balancer or reverse proxy, or by enabling HTTPS on the Smart IT server. See Configuring SSL for the Tomcat server for relevant information.


When specifying the application server port, if you change the port from the default value of 9000, you must also modify the port as described in Modifying ports for the Smart IT server following the installation.

Smart IT Chat Feature information

You can choose to include - or to exclude the Smart IT chat feature.

While installing Smart IT, in the Smart IT Chat Feature Information screen, do not select the Do not include the Smart IT Chat feature. Also you need to specify the Openfire server installation details in this screen:

The Smart IT chat feature uses Openfire server. You can let the installer install the bundled Openfire chat server, or you can install Openfire chat server, as described in Installing Openfire in Smart IT in the Smart IT documentation. How you deploy Openfire chat might depend on your environment:

  • For production environments, install Openfire chat in a cluster before you install Smart IT.
  • For test or development environments, you might install Openfire chat on a single server before you install Smart IT
  • For proof of concept (POC), you might let the Smart IT installer install the bundled Openfire chat server.

 When specifying the database schema name and password, be aware of the following points:

  • For Windows authentication, the schema name should be provided in <domain name>\<username> format.
  • If using Windows authentication for MS SQL database, you must provide credentials of a pre-existing user. This same user name must be used for business schema, system schema, and Openfire. This user must be logged on to the server (user must be able to RDP to this server) on which you want to install Smart IT.
  • We recommend using the fully qualified name in the Host field.

Where to go from here

Downloading the Smart IT installation files

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