This documentation supports the 19.02 version of Remedy with Smart IT.

To view the latest 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. Make sure to upgrade to Remedy IT Service Management 19.02, Service Request Management 19.02, Service Level Management 19.02. For more information, see Install Remedy ITSM . To understand the different architecture layers, the basic deployment model, and alternative deployment options available in Remedy, see Remedy On-Premises solution architecture .

Stage 1: Prepare for installation

TaskActionAdditional information
1Smart IT installation worksheetsBefore 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 files

This topic explains how to obtain the files that you need for installation from the BMC Electronic Product Download site .

3Install 64-bit Java Runtime Environment (JRE) 8 and aboveInstall 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 installerIf a non-root user will run the installer in a Linux environment, a system administrator must set the needed permissions.
6Install AR, Atrium Integrator, and CMDB 19.02Install AR, Atrium Integrator, and CMDB 19.02
7

Install Remedy ITSM, SRM, SLM 18.05.

Note: You need to apply ITSM, SRM, SLM deployment package of 19.02.

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 LinuxOn 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 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
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 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.

Note: Smart IT supports higher versions of Java. Smart IT 19.02 is certified to be compatible with Oracle Java 11.  Due to changes in Oracle's Java release and support strategy, Smart IT also supports OpenJDK 11. Smart IT does not support Java version 9 and 10 because these Java versions are not supported by Oracle. Smart IT 19.02 release also provides backward compatibility for applications that still use Java 8.

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

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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Comments

  1. Thad Esser

    Stage 1, Task 7 has a note: "Note: You need to apply ITSM, SRM, SLM deployment package of 19.02, which is given in Stage 2 table.", however there isn't any reference to a deployment package in the Stage 2 table. The last section discusses what to do in case of a deployment package failure, but I'm not seeing anywhere else on this page that talks about the actual step for deploying the package (where to get it, which server to deploy it on, etc)

    My scenario is that I already have the Remedy Platform and all Applications installed at the 19.02 level, and am now wanting to install Smart IT for the first time and am looking for information on the proper steps to take. At one point in the past, there was an "18.05 integration patch" that was necessary to deploy on ITSM to make Smart IT work. If we are on ITSM 19.02, is that still necessary? (that's the question I was hoping this document would answer).

    Thanks.

    Oct 29, 2019 05:32
    1. Dhanya Menon

      Thank you for your comment, Thad. 

      I will make the updates to this page and revert on your query.

      Regards,

      Dhanya

      Oct 31, 2019 02:19
      1. Thad Esser

        Thanks. One thing to note - I realized that the "18.05 integration patch" I was thinking of was for Digital Workplace, not Smart IT. However, the basic question about which deployment packages are referenced in this document remains.

        Oct 31, 2019 01:04
        1. Dhanya Menon

          Hello Thad,

          To view details of applying a deployment package, see this page: Applying a deployment package

          Regards,

          Dhanya

          Nov 06, 2019 07:59
      1. Dhanya Menon

        Hello Thad,

        If you have the 19.02 version of Remedy Platform and all applications installed, you can directly install Smart IT 19.02.

        Regards,

        Dhanya

        Nov 06, 2019 08:00