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.

Performing the Smart IT installation

This topic provides an overview of how to perform the Smart IT installation.


Before you begin

Complete the steps in Preparing for installation of Smart IT.

  • Ensure that you have:
    1. Upgraded to BMC AR and CMDB 19.02.
    2. Upgraded to BMC Remedy IT Service Management 18.05.
    3. Applied 19.02 deployment package of ITSM, SRM and SLM
  • If using an Oracle database for your installation, verify that USERS and TEMP tablespaces exist. If not, you must create these tablespaces. The installer creates the user schemas that reference these two tablespaces as the default.
  • To run SmartIT server on UNIX machine, set the DISPLAY environment variable to empty string. You can set it from the terminal by using the following command:

    export DISPLAY=

    You may receive the following error if you set any value after the = sign in the above variable:

    NoClassDefFoundError: Could not initialize class sun.awt.X11GraphicsEnvironment
    OR
    Could not initialize class sun.awt.X11GraphicsEnvironment

Consider the following before you proceed with the installation:

  • If your BMC Remedy IT Service Management (BMC Remedy ITSM) environment is non-Unicode, do not import the BMC Remedy Service Request Management definition files using the installer. Instead, import the definition files manually after installing Smart IT and the BMC Remedy ITSM patches.
  • To protect data, use HTTPS to communicate to the Remedy with Smart IT (Smart IT) server. You can do so either through a load balancer or reverse proxy,or by enabling HTTPS on the Smart IT server.

Consider the following best practices:

  • Use a separate database schema for Smart IT and BMC Digital Workplace.
  • Install Smart IT and Digital Workplace on separate Apache Tomcat servers.

To perform the installation

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.

To troubleshoot the installation

The Smart IT installer and the Smart IT server produce several logs that you can use for troubleshooting. To view the log files, you can use the MaintenanceTool in the SmartIT_HOME directory. For more information about the log files, see Working with logs. For information about troubleshooting, see Troubleshooting installation.

Type of logLocation
Installation

Windows: %TEMP%

Linux: /tmp

Smart IT application serverTOMCAT_HOME/logs
Smart IT logs for definition files and location<Installed Folder>\Smart_IT\Log

Where to go from here

Configuring after installation of Smart IT

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Comments

  1. Thad Esser

    In the "Before you begin" section, item c. says make sure you have "Applied the deployment package of ITSM 19.02". In the final step (#4) of the "To perform the installation" section, it says to now "Apply 19.02 deployment package of ITSM, SRM and SLM."

    Is the 'Step 4' package of ITSM different in some way that the 'before you begin' package?

    May 25, 2019 09:37
    1. Nilay Agambagis

      Hello Thad,

      Thanks a lot for your comment.

      I have removed the Step 4 and modified the topic.

      Regards,

      Nilay Agambagis

      May 28, 2019 05:55