Remedy with Smart IT online documentation contains only the high-level process information for installation and upgrade. The detailed procedures are available in the BMC Digital Workplace online documentation.
This section describes how to install the BMC Digital Workplace application for administering the end user request experience.
BMC Digital Workplace and Remedy with Smart IT (Smart IT) share the same installer and are installed on the same server. This topic describes the general installation process.
BMC Digital Workplace and Smart IT installation comprises the following stages:
Before you begin
Complete the steps in Planning to plan your BMC Digital Workplace and Smart IT deployment. The planning section includes information about system requirements and sizing your environment.
Stage 1: Prepare for installation
Complete the following tasks:
|1||BMC Digital Workplace and 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 BMC Digital Workplace and 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.||Install on all the servers where you will install BMC Digital Workplace and Remedy with Smart IT (Smart IT). Set the Java Home path.|
|4||Precreating the database|
If you have database access restrictions and cannot allow the BMC Digital Workplace and Smart IT installer to create a database, a DBA can create a pre-existing database.
|5||Deploying MongoDB as a replica set|
MongoDB is the social database for BMC Digital Workplace and Smart IT. How you deploy MongoDB might depend on your environment:
|This patch enables cognitive service management and offers the capabilities to migrate Remedy with Smart IT 2.0 definitions from the development environment to production environment.|
|7||(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.|
|8||Installing the User Experience patch||Before you install BMC Digital Workplace or Smart IT, you must install the User Experience patch on your BMC Remedy ITSM server. This patch enables BMC Remedy ITSM to work with BMC Digital Workplace and Smart IT. Without this patch, timelines, email notifications, and social features will not work in either BMC Digital Workplace or Smart IT. For Smart IT, this patch enables viewing incidents, requests, approvals, and so on in the timeline and activity feed.|
|9||(Linux) Installing the package to launch the UI installer (on Linux)||On a Linux environment, to invoke the UI installer for installing BMC Digital Workplace and Smart IT, you must download a package containing Xorg libraries.|
|10||(Optional) Deploying 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 BMC Digital Workplace and Smart IT
|Installing BMC Digital Workplace and Smart IT using silent mode||Silent installation reads the parameters provided in the |
|2||Resolve issues indicated by the installer, if any.|
The installer performs the following pre-install checks before proceeding with the installation:
Installation does not proceed if the pre-install check detects inconsistencies in the required components.
|3||Verifying the BMC Digital Workplace and Smart IT server installation||Perform these checks to verify your installation.|
Stage 3: Configure BMC Digital Workplace
Perform the following tasks before you validate that installation was successful.
|1||(Recommended) Configure SSL for the Tomcat server||To provide communication security among applications, configure SSL for the Apache Tomcat server. If you enabled SSL as part of the installation, SSL is already configured.|
BMC Remedy Single Sign-On authentication applies to both the universal client and to mobile applications. When a user logs on to a mobile device, the user is prompted to enter the hostname and port. If the server has SSO enabled, the mobile client opens a browser to the SSO login page. The SSO server sets the SSO cookies after authentication on to the device browser. When the user relaunches the application, if the cookies are not expired, the mobile client displays the application. If the cookies are expired, the user is shown the login page again for authentication.
Note: This link opens a topic from the BMC Remedy Single Sign-On documentation.
BMC recommends that you use Full Text Search which is available by default.
Note: This link opens a topic from the BMC Remedy with Smart IT documentation.
Before you deploy BMC Digital Workplace to users, perform additional administration tasks.
Stage 4: Configure Smart IT
To use Smart IT, .
Stage 5: Deploy BMC Digital Workplace and Smart IT clients to users
|1||Deploy clients||IT users access BMC Digital Workplace and Smart IT through Apple iOS and Google Android mobile clients, as well as through the Universal Client (desktop web browser).|
You can use one of the following methods to deploy the BMC Digital Workplace and Smart IT client applications to your users:
If Installation is interrupted
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 ar.cfg file.This file is available at the following path:
\Program Files\BMC Software\ARSystem\Conf>
Alternatively, you can follow these steps to manually enable the security:
In ITSM, select AR System Administration Console from the AR System Administration application.
From General, select Server Information.
Click Attachment Security tab.
- Select the Allow attachment with following extensions option in the Attachment criteria and provide the file extensions.
This is applicable for both the patch and the main installation.
For troubleshooting information, see, Smart IT 2.0 troubleshooting.